If you’ve never worked in a call center congratulations fate has truly smiled upon you. For the rest of us who have been subjected to the hell that is a call center everything that I will post you are very aware of.
- Unorganized Management
One of the many taxing jobs that I had was working at a call center. The most frustrating thing about working in a call center is how unorganized all of them are. One call center that I used to work at went under because of unorganized management the supervisors were overworked and underpaid, and the rest of us were even more overworked and underpaid. Meanwhile the CEO was getting his six figure bonus checks. The call centers I worked at were always highly under staffed because of the high turnover rate. Leaving the remaining workers to pick up the slack, which leaves us overworked and getting more verbal abuse from customers who are on hold trying to get help. The management that was in power didn’t really know how to manage properly, either they would micro manage us too much , or not willing to help us at all. In conclusion call centers need to do a lot better.
Call center work is the most stressful work I’ve ever had. Why? Well first you have a metric of stats that you had to meet that are impossible to achieve. This creates a fear of job security. Then you have the abuse that you deal with from customers that berate you on the phone constantly. Finally you have your supervisors that micro manage every second your in wrap, lunch, or on break. No where else but a call center do you realize every second counts, because you literally get written up for it. Combine this with the drama in the office, and you feel like your in a three ring circus. This is a terrible environment to come to work in everyday. I would see my coworkers either lose their minds and quit. Go outside when they have a panic attack, and then come back and finish their shift. Or occasionally lose their minds on the customers that were verbally abusing them. Of course they would be fired for this.
3. Low Pay
The pay in a call center is never worth the mental state that you leave in. Most people view this job as a temporary job, then they quit accordingly. This is the main reason why. When you have to come to work everyday to be verbally abused, and you barely have anything to show for it, it can take a toll on you. All corporations are out to make the most profit. However, call centers are really the corporate, modern day, sweat, shop. They will cut as many corners as possible to make more profit. For example one the call centers I worked for didn’t even offer health benefits. Another one only gave my coworkers a twenty cent raise after two years. I believe all call centers have this mentality.
4. Low Morality
Call centers I realized are very similar to high school and with this high school mentality comes scandal. The most alarming thing that I’ve seen with call centers is the harassment that my coworkers would get. It was very normalized and HR doesn’t do anything about it. HR is there to help the company but no disciplinary action will be taken. Cheating, afternoon sex breaks, and harassment from the higher ups, yep that’s normal. Make sure you don’t tell HR though or you will get covert backlash from your supervisors. Not to mention the fact that the atmosphere is so depressing, and the ass kissing you have to do to get to the top. Leaving the people at the top being people that are mostly unqualified but part of the necessary “in crowd” at the workforce. When I’d call my best friend on break I would call my workplace the center for broken dreams.
A lot of people that I worked with said that I was so brave for quitting and following my dreams. Surprisingly, a lot of my coworkers admired that I had the sense to go after what I wanted. It really touched me but I also wanted to scream you can too! If you take anything away from this list its that call center agents are completely mistreated, underpaid, and abused daily. Unless you have no other options don’t work in a call center, your sanity will thank you.