....to be so ANGRY at the way people speak to me? (RANT)

[tigermoll]

I work in a call centre. It's hardly my dream job, and most days it makes me want to put my head on the desk and cry. I have been applying for other jobs since I started here (6 months) but, (as you may be aware ) it is not a brilliant time to look for work. So I'm stuck here for the forseeable future.

Often, very often, when I call people they are so rude and aggresive it can bring tears to my eyes. The people I call have voluntarily put their phone number into a request for information, so can hardly be surprised that they then recieve a call. However, this doesn't stop them from swearing at me, denying they ever made the enquiry, accusing me of lying about the enquiry, blowing whistles at me, claiming to have never ever heard of the company I'm calling from, or indeed the service we offer, sometimes even denying that they are the person they said they were a few moments ago, or that they even know what the internet is, mocking me, sighing, tutting, ranting, deliberately wasting my time then hanging up, asking aggressive questions in an attempt to 'catch me out' as they see it, and being as patronising and dismissive as they can. They assume that they can speak to me however they like, in a way they would never dare to speak to my face.

I understand that recieving calls can get annoying for people. In this case I would respectfully suggest that they:

Go on the TPS register
Get an answerphone to screen their calls,
carefully check any form or enquiry they make and tick the 'do not contact me in the future' box
and:
STOP PUTTING THEIR PHONE NUMBER INTO WEBSITES

But, no matter how irritated the recipient of the call may be, or how justified they may feel, do they forget that they are talking to a human being? A human being who:
a) is unlikly to be doing the job out of a strong desire to work as a call centre operative, and more likely, works long hours at low pay in a job they dislike.
b) is not responsible for the business model of the company, - it wasn't their idea to make all these calls.
c)is not a shareholder in the company, and probably doesnt like their employer very much
d) has no power whatsoever to take them off OTHER companies' phone lists, or change the fact that other companies may be contacting them, especially if they make a habit of chucking their phone number around.

It is actually illegal for a company to 'cold call' - ie get your number and phone you without obtaining your prior consent. So when you do recieve a call, it is as a result of your actions (ie you have given them your number and not ticked a box that says they can't pass it on), NOT because the company calling is EVIL.

If you are called by a company, and have no interest in the service they are offering, why not just politely say 'Thanks for your time, but I am not interested in the service you are offering. Cheers, bye.' There is no need to act out your irritation in a pettish display of superiority just because you feel yourself so justified that you can act any way you like.

Grrr. Here endeth the rant.

We are registered with TPs and yet still get calls. One night, when my SIL went into labour I was anxiously awaiting my brother to call with news. Every half hour or so I got cold called. I was really polite until about the 5th time when I admit I shouted "Stop calling me, I am waiting for an important phone call!!" The line went dead and they then called me again saying "You are a horrible, rude woman!" I am not rude when I receive calls now but I do say swiftly "no thank you" and put the phone down. Why engage someone in a long conversation when you have no intention of buying anything etc? It must be a horrible job, I do feel for you but even as a very patient person I strongly object to being cold called regularly.

The calls about the error messages are from companies based overseas so that you can't even report them to the police. They are 100% scam artists. The software you buy to 'fix' your errors is malware. When I got a call a day waking up my newborn daughter I literally shrieked down the phone at them. I was angry because theres nothing I can do to stop them calling me even though what they are doing is illegal!!!! It seemed to work too, because they've stopped calling me.

A few years ago I had the same problem with someone trying to sell me telephone line rental - they called every day, sometimes more than once. I screamed at them too and told them if they called me again I would call the police. This was after repeated requests to stop calling me, which would be followed by another call. Again it worked. If you happen to be the last person, you will get the shrieking harpy version of Akandra. I was quite polite to the first few callers.

Sorry but if you do that job you will get these responses. And no amount of signing up to services will help because even if you do all of that software will generate random phone numbers (6 number combinations following a set of listed area codes aren't hard). I think even I could do that, probably in Excel. My husband could whip something up in about 5 minutes that would likely automate the calls and scrub out failed numbers.

Don't take it personally. But understand that theres a million things going on in the lives of those people you cold call and some of them are not going to welcome your call. If you call me just after I've been dealing with a screaming child, a leak in the ceiling, an insurance company, three solicitors, two estate agents, then I am probably going to be tired, harassed, and in no way able to deal with someone trying to sell me something else I don't want. Again.

The 'sky repair' ones are the worst.

I especially love

Cold caller : hello mrs pagwatch. I am calling about the warranty policy you have with us for your sky equipment

Pag: ok

Cold caller: can you just confirm for me please that you currently have a sky box?

Pag : but if you hold my warranty policy you should have that information

Cold caller: oh it's just for our records

Pag : but why? You called me. Why don't you know if I have a sky box

Cold caller : it is just to check

Pag: well what do my records say. You presumeably have a screen in front of you about me. What does it say?

Cold caller : well ...errr...well...we have been given your account by another company so I need to update our records

Pag : so when you said that your company currently hold a warranty policy in my name that was not the truth?

Cold caller : can you just confirm that you have a sky system

Pag : no. You give me my warranty details and I will tell you if they are correct

Cold caller: perhaps I can call again at a more conveient time?

Pag: feel free. But make sure you have those warranty details won't you

........

Don't be angry at the people whose time you are invading with your calls, be angry with your emplyer that has decided to go for a no doubt difficut to find opt out system allowing you to call them. It is their choice to do this because they think it benefits their business. The vast majority of people do not want it. It's not the company's owner or whoever decided on this rude and annoying policy making the calls and facing the consequences of speaking too angry people disturbed for the nth time by a ringing phone. They are paying you to do that. So if you have a problem with the way they run the business, take it up with them. It is not the fault of the people you are calling.

Onemorning
My mil (85 on sunday) was very upset by charities contacting her for money. She doesn't have that much money but they played the guilt trip on her. Knowing her she was very polite, I would have just slammed the phone down them. She complained to HO in the end.

I did work for a largish charity for a long time but we never resorted to bullying old ladies on the phone. As far as I am aware we never cold called anyone.

I had a company cold call me four times in the same evening. For the first couple of times, I answered politely. Then I told him to leave me alone and put the phone down. He rang back and started threatening me, saying he knew I was on my own in the house (which was true) and that he would come and sort me out.

That's why I always tell cold callers to f*ck off at the first call now. I have no sympathy at all.

First off I ask callers if they've checked their TPS list, which they're supposed to do before making the call (it's sort of missing the point of being registered in the first place if you have to tell callers yourself, don't you think?). If they then say sorry to have bothered you, all well and good. However, if they start on "but this isn't a sales call, it's just a courtesy call to tell you about..." sort of BS I am liable to get rather short. And anyone who is not prepared to take No Thank You for an answer may well find a Fuck Off soon follows.

Has anyone else noticed an annoying tendency for sales callers to pretend to be working on behalf of the government? I've had two insulation firms and an ambulance-chaser try that in the last couple of months.

Oh, and I also had that thing from BT when they tell you about their wonderful new package, you say send me the details, and the next thing you know they've signed you up for it anyway. I rang them and said take me off it NOW, I never said I wanted it, and fortunately on that occasion they did.

Oh yes NotQuite - I had a double glazing sales bloke tell me he was going to drive past my house to check, after I told him politely that I had new windows, didn't need new ones and can I please be taken of your list?

ps Pagwatch, you are dead classy. I should like to marry you.

After my telesales jos I "progressed" to door-to-door, when the whole energy supplier deregulation thing started about 11/12 years ago.

We were there purely to sell but had to wear a uniform that made us look like meter readers, tool belts, torches etc. Not at all unethical, no, no, no!

One guy, early on, was really pkeased as he'd been waiting for his meter to be read so showed me to the gas meter at back of a sloped under-stairs cupboard. I ahd to get down on my stomach in the dark but had forgotten my torch that day. No problem...I had a lighter in my pocket

I physically shudder when I think of how patronising I was assuring hm there was no actual gas in or near the meter.

He practically kicked me out of the house.

This is why I don't have a landline. It was too irritating. They don't call my mobile.

I'm registered with the TPS and don't get calls for myself. However, I still get phone calls for the man who owned my house previously. He died 3 years ago. I was polite at first, now I just say 'he's dead' and put the phone down.

Sorry if you've rung for Mr Watkinson in Louth and got me OP.

well I do feel for you you ARE working and its a horrible job

but you do also seem to be on the companies side! a lot of websites don't allow you to register without your details and opt out boxes are sneaky its not really people ASKING for more information now is it? not the same at all!

I'm sorry. It sounds awful and I appreciate you are stuck. BUT. I do give grief to anyone who calls me unsolicited - and they are all unsolicited. I am signed up to TPS and always check the "no contact" box but still get contacted - just this week by Amex, Vodaphone and one other I can't remember - all of whom say "TPS doesn't apply to us because you are one of our existing customers" to which I say "eff off - I am a customer of literally hundreds of firms and that doesn't give you or anyone else carte blanche to call me".

Obviously Amex have my phone number in case they need to check on fraudulent transactions and Vodaphone have my phone number because they gave it to me in the first place. I am given no choice about this and they frankly abuse the relationship and waste my time.

I think you are not unreasonable to find your job awful and stressful but you are being a bit unreasonable in not understanding why people hate it so much. Oh and btw, Amex make a point of calling at 7.30pm when I am putting my children to bed - so yes the Amex people do get an earful from me for disturbing the few hours of quiet time we have together. Oh and Vodaphone a couple of years ago - 25 phone calls over the course of 2 weeks. That might give you an idea of why people get so furious about this.

OP I am sorry you are stuck in an awful job. I hope very much that you can find a better job.

Don't take the job seriously or personally because the company you work very probably for probably don't think of you as a person anyway.

I am usually polite when answering my phone but when a company rings me every night...

1. With an incomprehensible foreign accent (Indian / Pakistani?)
2. Tries to get me to divulge details of my finances but never actually tells me who they are
3. Rings back 3 times in one night despite my telling them I am not interested
4. When I ask how they got my number - because I am ex directory and on the TPS - tells me "that's confidential"

I feel I then have the right to be a little unpleasant to the next little sod who calls me.

I try to be polite to cold callers (even though I am registered with TPS) as I know what it's like to be in a shit job.

BUT

What are you supposed to do when the person calling does this:

Caller "Hello is that Mrs Oops?"
Me "yes..."
Caller "Oh well my name is Michael and I'm with OurWindowsAreFab and-"
Me "Excuse me-"
Caller "-we have a fantastic deal in your area if you need new-"
Me "Stop-"
Caller "-windows and even if you dont our representatives are in your-"
Me "EXCUSE ME-"
Caller "-area and we can give you a good deal and..."
Me "SHUT THE FUCK UP I AM NOT INTERESTED"

I mean, seriously. I have these ALL THE TIME.

i worked in call centres for years in the 90's Northern electric was a nightmare and telewest was horrific

Hello, hello, this stupid tele box has gone off.

Is it plugged in

Of course its fucking plugged in

okay then. 20 minutes later after trying every technical trick in the book with sighs and tuts.

ahh its alright pet, its plugged in but the bairn must have knocked the switch.

Hello

i cant turn the tele over, its stuck

have you changed the batteries in the remote

i only put them in the other month, its not that

are you sure

of course im sure

20 minutes later and call booked for engineer.

Collegue - that bloke you've just spoken to, he says hes changed the batteries and its working so ive cancelled the tech

the worst ones were the ppv tyson fights, something always went wrong with the service, que 370 foaming customer

'I rent' and putting the phone down is quite satisfying. Even if it is a leetle lie.

A few points, now this has calmed down a bit:

1. If it helps a lot of the info we got at the place I worked for was from loyalty cards. We had full card details infront of us if they wanted to confirm. Or don't get a loyalty card.
2. You do have a right under data protection law to find out where they got your number. If they don't give it to you you can notify Ofcom.
3. If you request your number is removed from their list they have to do that. Easier said than done I know, but I know charities in particular abide by this fairly well.
4. A lot of you are saying you give out telephone numbers over the internet. Don't, irritating calls are one thing, identity theft from providing personal details online LIKE telephone numbers, DOB etc is quite common.
5. The world isn't out to get you. Just because there are unscrupulous companies out there doesn't mean they all are. The ones that are telling the truth will clarify the situation for you if you give them half a chance.
6. Nobody has the right to be nasty to someone else. Though irritation can push one over the edge, you still need to take some personal responsibility.

1. No one, not even call centres like to speak to journalists

identity theft from providing personal details online LIKE telephone numbers, DOB etc is quite common

its often not even the owner of the number that does it though - you seem so black n white about this as if its EASY to avoid annoying cold calls, it's not! if someone buys you flowers online they often give YOUR telephone number for delivery issues!

A bit off-topic, but we are always on the TPS and X-directory, once I had about 6mths of calls from a particular company and I was getting pretty cheesed off. The call centre worker was also being pretty indignant about the fact that I MUST have entered my details somewhere.

It turned out my sister had entered me for a competition and not bothered to check for tick boxes.

I was not impressed with her.

Saying that it's all legal and these are the rules and blah blah blah is one thing.

The unscrupulous companies are still doing it, and they rip people off. If you can't handle being told to fuck off, then don't work for a company that calls people well into the evening (or at 8am on a Sunday morning) sputing a lot of rubbish.

The onus is not on me to deal with being disturbed in a polite manner

I don't know how I'm supposed to feel about this OP

on the one hand she''s saying she hates it and its a terribly way to make a living and wouldn't do it by choice..

on the other hand she's towing the company line!

my sympathy is waning! I really feel for people who work at these companies and KNOW what they do to people is a bit shit, but have to pay the bills, and don't want to be abused when they agree with the people's reasons

but this OP thinks its okay to make these calls and people are just idiots if they get them and they don't want them! - now that makes me wanna type things to her that might get me banned!

Tigermoll You DO have my sympathies, been there done that. I don't look down at you (you have a job, unlike me!) and there's no shame, and actually a lot of pride to be had in taking a job you hate that pays the bills.

However, don't fall into the trap of getting emotionally attached to your employer or falling for their speil, I kinda went a bit frosty on you when you did start defending them, but I've been there myself.

You HAVE to distance yourself from the abuse. You're going to get it. There is nowt you can do about it. BUT it is not personal. A previous poster mentioned 'insult bingo' and that really does make the clock go a bit quicker and lessens the upset.

I also think that some people would do well to remember that people who have lower paid jobs often have the shittier jobs yet they still do them rather than languishing on benefits so I think some respect for these people wouldn't go amiss... apart from when you're answering the phone to one of the fuckers staff. Unfortunately, telesales, call centres, lots of jobs out there but your main role is as corporate cannon fodder.