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This thread has told me to never look at other call centers though. The call center I am in has some bullshit (using gendered pronouns in internal memos somehow violates antidiscrimination law) it's nowhere near the amount that I've heard from other people in this thread. I suppose it helps that I don't have to sell anything and although people aren't exactly pleased to have the issue I work with, generally they recognize that I perform a valuable service and are glad to have it resolved in a timely manner. Even on the relatively rare occasion I have to do outbound calls I am giving out genuinely important information that is worth interrupting dinner over.
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Jun 19, 2014 20:47
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At the call center I work at the TLs and supervisors are too busy doing actual work to micromanage like that. If you take too much "Personal Idle" as they call it they may have a quick chat with you about it when they get around to reviewing the numbers, but there is no way they would have the spare time to monitor that sort of thing in real time.
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Jul 19, 2014 11:02
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Above a certain amount, refunds usually have to be approved by higher level management, and they are reluctant to do so unless there are real legal, PR, or business reasons to approve it. You don't have many options at that point, you can file a chargeback if you paid by credit card, let the debt go to collections and dispute it with the credit bureaus, or try your luck in small claims court.
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Nov 27, 2014 17:47
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That can change, I've worked at a call center with a halfway decent work environment for about a year, but an executive was hired about who is running the place into the ground. He just changed the scheduling in a way that pissed off everyone, with very little notice. It's looking like 25% of the employees might leave within the next few weeks, with everyone else scrambling to find new jobs. Someone leaked an email where he admits that he doesn't give a gently caress about the employees. The supervisors are barely able to parrot his bullshit, and the team leads are openly bitching about him every chance they get. I'm just glad I have enough money saved to walk away, but this is shaping up to be a massive trainwreck.
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Apr 26, 2015 10:29
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Where do you live? It's a regional industry, a lot of call centers are in the midwest, mainly due to the lack of strong accents and the low cost of living.
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May 24, 2015 20:03
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If you have money you were intending to leave to your kids, then yes. The call center I work at has been slowly getting worse as a new executive came in and has started implementing a lot of the things seen in this thread. Luckily I did well in an interview for an off-phones support position, but if I don't get that I am out of there when they do away with job titles and promotions in favor of "skill sets" which will probably be in about 2-3 months. Going from a specialist that deals with specific elevated calls and does a significant amount of non-phone work to just being a front line phone monkey with a few extra skills is not what I signed up for. Edit: Got the position, only two weeks left on the phones, and I'm out. Got a significant raise and I'll avoid the hell that is front line support. New boss seems a bit incompotent, but that could be because rear end in a top hat Executive created the whole department out of thin air and reassigned tasks that used to be handled in several different departments, so a lot of institutional expertise is going down the tubes. Konstantin fucked around with this message at 07:00 on Aug 12, 2015 |
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Jul 24, 2015 17:57
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Just had mandatory regulatory compliance training. I went in hoping to get specific answers about compliance issues I face every day, such as how our non discrimination policy interacts with our obligation to verify customer identity. Instead we played Game of Thrones themed Jeopardy for two hours, with the questions being things like "What are the four things that need to be disclosed when someone opens an account?" It made we want to go back to the phones, which is saying a lot.
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Sep 9, 2015 02:40
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Same here, management has partially replaced an already time consuming process with one that is several times worse, except the new process is used in 60% of cases, while the old one is still used about 40% of the time. Oh, and there are a bunch of staff in new positions due to a reorganization, they have to learn this process in a week, screwing it up will cause a major mess that can't be easily fixed, and the holiday shopping season is our busiest time. This is going to be a trainwreck.
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Nov 25, 2015 16:44
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Nov 25, 2015 16:44
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Exactly, companies that are accountable to consumers get it, but there are a lot of websites that have a captive audience. Some examples are utilities, mortgage servicers, health insurance companies, and government services. They don't feel much pressure to do more than the bare minimum with their websites, since people can't exactly switch to a competitor.
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Nov 30, 2015 01:41
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When I worked in a call center employees were allowed to use fake names, and most people with foreign sounding names took advantage of that. It really sucks that they have to.
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Mar 6, 2019 00:53
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