You MUST Be Insane to Work in a Call Centre!

[DemoDiva]

That's right, I'm looking at you, people who work in call centres. You all must be absolutely nuts. Lemme tell you why I've come to this conclusion.

For the last few weeks, I've been training to become a consultant at the telecommunications retail outlet where I have been demonstrating for the last few months. (Apparently, I'm just so awesome at demonstrating, they NEEDED to include me in the team. That's right, AWESOME.) Part of this training includes the more menial and lamer jobs being passed off to me because I "need the practice".

One of these jobs is, you guessed it, answering the phone. Anytime that phone is ringing, it's my ass. So I run like the wind to get it, and I have YET to experience a call that didn't leave me looking like this afterwards: .

Here's a gem:

DD: Me, but of course.
SC: The sucky one.
Commentary by me in italics.


DD: [Shop Name], [Location], this is DemoDiva, how can I help you?
SC: WHAT WAS YOUR NAME?
Oh, joy. The ones that are SUPER PARTICULAR about getting your name are often the ones that are going to be really lame and probably overly complainy. Nobody ever particularly wants your name for an inquiry or just to compliment you on your awesome style and panache.
DD: DemoDiva.
SC: Okay, DemoDiva, my name is SuckyCustomer, and I was in your shop on Saturday, yesterday.
DD: Okay.
SC: I was working with DD'sColleague, and he set me up with a wireless broadband plan.
DD: Mhmm.
SC: He told me to go home REMEMBER THIS IS SATURDAY, YESTERDAY,
DD: Okay, Saturday.
SC: ...Yes, and he told me to go home and call this number and register my device and set it up so it would work.
DD: Oh, my god, get to the farking point, please, please, please. She would pause after each of these statements to make sure I was listening. Yep, that's the correct number to call to register your device.
SC: I know! When I called that number, the call centre said that they were backed up and they would call me back later.
DD: Okay, yes, they do that sometimes, especially on the weekends because--
SC: I'M NOT FINISHED.
DD: Oh, okay, sorry, go on. Oh, how I wish I could have finished that sentence...
SC: Anyway, I started getting suspicious () and so I asked how long it would be.
DD: Okay.
SC: And they said it would be a little later, and they might have to take my call the next day.
DD: Oh god no. The centres are closed on Sundays, though the shop is open. I'm 100% sure they told her they would call the next WORKING day. I'm starting to see her problem. Oh...kay.
SC: They DIDN'T call me later, and I called them, and they said they were STILL backed up.
DD: Okay.
SC: And so I waited until today, and when I called, THEY'RE NOT EVEN OPEN.
DD: Okay, yes, Ma'am, the call centres are not open on Sundays, and unfortunately, here at the store, we do not have the authority to register your device because we are a retail outlet. Sometimes they get backed up, and that can happen. Fortunately, you'll be able to call tomorrow and get put straight through, since they have probably put notes on your account to that end.
SC: But, THEY'RE NOT OPEN TODAY!
DD: Yes, Ma'am, you'll have to call tomorrow.
SC: BUT I WAS TOLD BY DD'SCOLLEAGUE THAT I COULD REGISTER IT ON SATURDAY.
DD: I understand that, Ma'am, but he was giving you the time frame that he was aware of. Sometimes the call centre backs up, and that's not our fault.
SC: Well, this is ridiculous and I want a refund.
DD: Whut. Um, sorry?
SC: I WANT A REFUND. I WANT A REFUND ON IT.
DD: Ma'am, is there something wrong with the device itself?
SC: NO, BUT I WANT A REFUND, I WAS GIVEN MISINFORMATION!
DD: Ma'am, I have no authority to grant you a refund on a device that you have removed from it's packaging if there is nothing wrong with the device itself.
SC: FINE, GIVE ME YOUR MANAGER.
DD: I can put you on the line with the manager on duty, but it's Sunday for us as well, and the Store Manager and Asst. Manager, the only ones with authority to grant a refund on a functioning device, are not available today. Nobody here has authority to grant a refund for the reason you specified.
SC: I WANT A REFUND, THIS IS RIDICULOUS.
DD: Maybe I'm missing something here...Ma'am, let me just make sure I understand what is going on.
SC: FINE, I ALREADY TOLD YOU, DO I HAVE TO REPEAT MYSELF?
DD: No, Ma'am. I just want to make sure we're doing all we can for you.
SC: FINE.
DD: So, you purchased the device from DD'sColleague on Saturday. You were told that you could ring the call centre and get the device registered. When you attempted to do this, the call centre was backed up. Now, because you can't register the device today, because the centre is shut, you want a refund.
SC: YES! EXACTLY.
DD: Why don't you just register it tomorrow?
SC: BECAUSE TOMORROW ISN'T SATURDAY! UGH! OBVIOUSLY!
DD: Ma'am, my colleague gave you the correct information. If the call centre was backed up, that has nothing to do with us. You WERE able to call the call centre, and because of issues on their end, having nothing to do with us, they were unable to register you. It's unfortunate that you have to wait two days to get it registered, but there is nothing wrong with the device we sold you. The call centre being closed is not a reason for us to refund your money, and even if it was, nobody here can authorise a refund. Therefore, you would have to wait until Monday ANYWAY to return the device to us, and on Monday, there would still be nothing wrong with it, PLUS you could register it on that day.
SC: Are you saying, young lady, that you are REFUSING to refund MY MONEY!
DD: Ma'am, I have no authority to refund your money. If you like, I can leave a message for the Store Manager to call you tomorrow, but as I said, it is highly unlikely that you will be granted a refund on a working device, simply because the call centre is closed on Sundays. We will only do a refund if the device is faulty and you do not want a replacement, not because you changed your mind or don't like it or the call centre is closed, or it's a Sunday. Does that make sense?
SC: NO! FINE! I'll just go to my BANK and CANCEL MY CREDIT CARD and you'll NEVER get your money for your STUPID device! I'll CLOSE MY BANK ACCOUNT!
DD: Ma'am, if you wish to close your bank account and cancel your credit card, that is your prerogative. You have every right to do that. You will still, however, be responsible for the payment of the device.
SC: I'M CLOSING MY ACCOUNT! I WILL CANCEL EVERYTHING!
DD: As I said, Ma'am, you are free to do that, but we cannot authorise a refund simply because you don't want to wait until tomorrow.
SC: FINE!
DD: Is there anything else I can do for you today?
SC: YOU DIDN'T EVEN DO ONE THING FOR ME!
DD: As I said, I apologise that you are unhappy with the service, but the best we can do is have you register the device tomorrow.
SC: FINE!
DD: You have a lovely day, Ma'am.
SC: -click-

Did this lady seriously think that she could get a refund because a call centre was closed? SERIOUSLY?

You Call Centre people must be friggin' COMMANDOS to deal with idiots like this on a daily basis.

DemoDiva

[Midorikawa]

You Call Centre people must be friggin' COMMANDOS to deal with idiots like this on a daily basis.

After 5 years in Tech Support for various companies, not so much. I just really hate people now, and towards the end was mentally envisioning beating the stupid out of them with a clue-by-four. If I had worked any longer in a call center, I'd have lost it, and what you're experiencing is still missing the major "wtfs" from management, from the "I don't care if they live under a mile from the call center, identified you, and threatened to kill you. I'm not leaving my solitaire game.", to "I know we told you just yesterday you can hang up on really abusive customers, but if you do it again, we're firing you."

In short, call center reps grow a thick skin of apathy which we hide behind our caring voices to deal with the tons of BS we deal with on all fronts. :-P

[Teskeria]

In short, call center reps grow a thick skin of apathy which we hide behind our caring voices to deal with the tons of BS we deal with on all fronts. :-P

Actually I am really weird and like working in call centers. I have done so for more than 20 years so far. I like being able to give them the finger while sounding oh so sweet and helpful. and I love driving SC's more insane by giving them the information they need, or refusing them something they want and don't deserve.
My (gaming) group calls me 'The Queen of Cruelty' and it isn't only for my DMing

[trailerparkmedic]

I drank a LOT when I worked at the credit card call center. Yeah, my coping skills suck. At least I never drank at work--the managers were either clueless or turned a blind eye, but there were several people who would come in with big cups from Whataburger or wherever that had a good portion of alcohol in with the soda.

It's customers like the one you had that really drove me nuts--the ones that kept talking in circles and ignored anything you said. I'd rather have someone screaming at me and calling me a horrible person than wasting 20 minutes of my time running in circles.

[Bented]

I lasted a day and a half. The first half of the first day was all paperwork. I knew if I stayed, I'd end up a raving psycho. Well, more of one, anyway.

I have a great deal of respect for anyone that can put up with the stress and abuse you get in one of those jobs.

[XCashier]

I have a great deal of respect for anyone that can put up with the stress and abuse you get in one of those jobs.

Indeed. I have no patience for the deliberately stupid. I've found myself coming awfully close to losing it with SCs in my job; fortunately, there aren't too many of them. I couldn't deal with a never-ending parade of SCs. Those of you who can, I you, you're borderline saints.

[Stormraven]

I quite enjoyed working tech support. I'd add my loan servicing experience, but I was overflow there, so didn't get as many calls.

Yes, we got bad and sucky customers, but whether my voice naturally calms people down, or what, I rarely had issues with any of them.

[JustaCashier]

DemoDiva, so you went through all that with her, and didn't even ask her if she'd like to hear about SpecialAwesomePhone?


Mike

[EricKei]

and didn't even ask her if she'd like to hear about SpecialAwesomePhone?

I can see her complaint to Corporate now...

"- DD didn't solve my problem
- she kept interrupting me (while I was calm and patient and understanding with her)
- she refused to get me a manager
- she refused to give me a refund
- she refused to take responsibility for your call centre's failing to help me
- she didn't even TRY to sell me on a better phone? WHY NOT?! This one's obviously defective!"
...

You get the idea

Five bucks says her phone meets with an "accident" before she comes in with it...

[TheComputerError]

DD: So, you purchased the device from DD'sColleague on Saturday. You were told that you could ring the call centre and get the device registered. When you attempted to do this, the call centre was backed up. Now, because you can't register the device today, because the centre is shut, you want a refund.
SC: YES! EXACTLY.
DD: Why don't you just register it tomorrow?
SC: BECAUSE TOMORROW ISN'T SATURDAY! UGH! OBVIOUSLY!

This bit hurt my brain a bit. Are both weekend days Saturday now? Did I miss that memo?

[Gravekeeper]

I'm not sure "commandos" is the word. "Sociopaths" perhaps. You must kill pesky emotions such as compassion and anger. Embrace only the uncaring darkness within and feed upon it. ;p

[fireheart]

DemoDiva, backtrack through the threads and read both Kara and Gravekeeper's threads. (this is Kara prior to working in a prison Kara)

Also, what part of Ausland are you from? And I think I know which telecommunications provider you work for....(I won't give away the name here)

[Cloudy Sky]

Call center work can be mind-numbing; and it definitely kills almost anything besides cynicism and suspicion towards the members of the human(?) species.

Embrace only the uncaring darkness within and feed upon it.

Very true! The only way to survive a call center with any type of sanity!

However, on the bright side for me - I got a supervisor position, and now only talk to the customers/EW's I already know aren't getting what they are whining for!

[Shalom]

SC: Are you saying, young lady, that you are REFUSING to refund MY MONEY!

No, we're refusing to refund you OUR money. It ceased to be YOUR money when you took possession of the merchandise.

I've had people who were dissatisfied with the (excellent) service provided by me and my crew at the Chain of Verylarge Stores demand their prescription back. Sorry, not going to happen; legally the store acquires ownership of the paper script once the customer takes possession of the medication. State law is quite clear on this. I had the distinct pleasure of telling one SC that the only way he's getting his script back is if he brings back all the medication. Oh, you took some of it? Sorry, that paper belongs to us now. I can give you a copy of it, but it's going to be clearly marked as such. (Unless it's a narc, in which case by law you get no copy at all.)

[r2cagle]

What Gravekeeper said !

Due to some reorganization changes, my department is going to be under phone center Supervisor. Already, the plans are in the works to move the whole department to the same building as the phone center (not fun and cramped to boot).

AND

Management is talking about us being required to start assisting on outage calls 'when needed'. This of course does not make me happy. I left the phone center for a reason. I know I ticked off my immediate supervisor when I told him that I was not very happy about having to take phone center calls on top of my already existing customer calls that are related to my current duties. I even told him that having to take phone center calls and losing our flex time was pretty much going to be my limit and I'd rather hand in my resignation that be subjected to that environment again.

I'm already starting to look for other open positions in the company and outside the company. I will not be subjected to script calls and graded by scorecard metrics again. Unless by some miracle I can find the right "Don't give a crap pill" that will help me hang in there.