Horrible Job in a Contact Centre

[Mumofone1902]

Worked in my job for 10 years. Finally getting myself back into education and out of there but I don't start until September.

I need to save money to manage a year on just my husbands wage but I am finding shifts so much harder now.

The constant swearing and belittling by customers. Last week I was only on shift for a few minutes before a customer started swearing at me and we can no longer hang up on them when they swear.

I have told my manager I cry in the car before coming to work as it is such a toxic environment but seeing as the main issue is customers there isn't much anyone can do.

I have chronic pain, I have my child alone all day then work all evening then come home to a toddler that doesn't sleep at night. I have no energy and I just can't do this anymore. Especially knowing I only have 6 months left, when I thought I was there forever I resigned myself to it, but the light being at the end of the tunnel actually makes shifts harder!

I just need people to comment coping strategies and things I can do to get through the months. I know AIBU isn't the best forum but it's the one that gets picked up the most and I feel like I have reached my limit.

I have changed my diet to help and have taken up walking to get out the house and try to keep positive but I just don't know what to do.

As a manager in Contact Centre are the management approachable? These are obviously situations that everyone comes up against....can you help them find a solution? They want low staff turnover, high staff satisfaction and high customer satisfaction - is there anything that can be done to address this? Better 2nd line support? Better 1st contact injection handling training? I'll happily provide what we do.

Our contact centre is valued and we do all we can to equip them with what they need. If you can help do that and provide a better environment for all, then you're primed for a career in Customer Experience (or CX). I'd hire you to help me make their lives better and improve CX.

If not, go and work for a better company with clearer defined customer goals x

Not injection! Lol, objection handling - we have a great PowerPoint on how to handle difficult people

You can have all the "customer goals" you want but being called a cunt ten times a day would wear even a saint down.

Go on the sick.

To add, I get paid £64k to help with this [email protected] feel your pain but this can be a career in itself x

All of my motivation comes from working at the AA in their complaints team for four years - I KNEW what was wrong but couldn't fix it. There's motivation for you...

My boss is trying to make me detach

They'd do better to bring in a system where the swearing caller gets one warning and is then cut off; there's really no other way to stop this

If they don't have this much sense, wait until your last day and let the final screamer rant on and on until they run out of steam. Allow a short pause and then tell them you were called away from the phone and please could they repeat it all?

I guarantee it's worth quite a few points on their blood pressure

I once worked in a call centre, although outbound it was soul destroying.

My get through strategy was a piece of scrap paper and as each hour passed I wrote down how much I had earned.

It worked as a reminder of why I was there and the bottom line was very pleasing to see.

I did outbound in college. I used to get panic attacks during shifts. It was awful, but I needed money and I needed a job I could do seated because of a health issue.

Part of my issue was sleep deprivation. It makes the job so much worse. I’d start there. Are you handling the toddler solo at night or is your DH taking shifts? He he isn’t covering at least half the time he needs to do more and even if he is doing half, you need to re-examine. My DH for example handles sleep deprivation much better than me. He doesn’t break down nearly as quickly and as long as he gets a sleep-in day every so often, he is fine. I get one bad night and I’m dry heaving the next morning.

I worked in a few contact centres when at Uni. The way some members of the public think they can speak to the staff is absolutely revolting. I found that being super sickly nice in retaliation to their nastiness worked wonders. It would usually wind them up a treat, so it was an effective way of being able to tell them to fuck off without actually telling them to fuck off.

Keep a big calender on your desk to count down how many days until you can escape - the end is in sight!

Why is your child not sleeping OP?
Maybe you could get some advice that would help with that?
Lack of sleep makes everything worse.

Sorry haven't been online, been so down this week and unfortunately my disability is triggered by stress so I have now ended up in physical pain from it all.

My child isn't sleeping becuase he is having some issues being at nursery. I put him in nursery for 6 hours a week so I can have a break in the day to wash my hair/do laundry/pre prepare meals but he took is badly and now wakes up in the night to cling onto my neck. I was recommended some things from health visitor but as I am out in the evening at work it's upto my husband to put my son to bed and I just think falling asleep together Infront of the TV on is easier than a routine as the nights don't affect my husband. He tried but my son just kicks him as doesn't want anyone but me, shouting 'mum' and I can't ignore it as my breasts cause me pain! Stopped breastfeeding a while ago but they still fill up when he's shouting for me and upset

Have been off sick 5 times in the 1 year period, I know I will stop getting paid soon but I honestly don't know how I'd even drive to work today as I am in so much pain physically and also just mentally drained. I feel like I am only giving my son about 40 percent. We did some painting and things this morning but this afternoon I just gave him a sticker book and the TV, I just cry all the time. My doctors have written so many notes for me I don't know how long it can go on for. I honestly worry about going back to education but as the pain seems linked to the work stress I hope it's going to stop when I leave the job.

If it was well paid or there was progression it may be different but taking so much abuse for just over minimum wage for 10 years and I have finally hit my limit. My closest friend from work quit yesterday too which just adds to it all! No idea what to do. Part of me thinks it's only evenings and not long and the other part thinks why am I killing myself for this job!

If you are only getting paid minimum wage, I would just look for another job. I know your Available hours can make it tricky to find the right one, but even a relatively physical job like fast food or retail would be easier on you mentally and thus physically.

OP
Go to the CAB and find out about claiming contribution based Employment and Support Allowance.
www.citizensadvice.org.uk/benefits/sick-or-disabled-people-and-carers/employment-and-support-allowance/before-you-apply-for-esa/eligiblility-for-esa/

It’s designed for people who are struggling to work because of health issues. It’s not means tested as it is based on you havind sufficient NI contributions.

I think you need to see your gp and get signed off.
Your husband is being selfish, lazy and irresponsible. He is damaging your child who needs a good routine and to feel secure with both parents. Talk to your HV.
While you are off sick, start looking at other jobs/ agency work.

Get out if you need to.

It's depressingly common for call centres to have a "never hang up" rule, and really, it tells you exactly what the upper management think of the workers. I'm surprised you've been in the job as long as you have. I've been in a bit of a dead-end job for 10 years but the management is great.

6 hours a week in nursery for your DS probably isn't enough for him to get settled there. Can you afford to send him 2 full, or nearly full days a week ?

Your DH really needs to step up and start with a good evening routine. There's a reason why sleep deprivation is used a torture as we can't survive without it.
You need to get this sorted otherwise you won't be in a fit state to take up your uni place or at least get the most out of it