Call Centre jobs are grim

[Youdidnotfindme]

I know many jobs have their downsides but there is something in this role that makes it quite soul-destroying.
We are managed to the exact minute. For example, if our lunch is scheduled for 12, we cannot go offline until 12. So if the phone rings at 11:59 and lasts 30 minutes, you'll go on your lunch late.
You still get the full amount of time but it's impossible to make plans because of it.
Same at the end of the day. We don't get TOIL but get paid for any overtime luckily, but again if your call goes over then you have to finish when it does and it's hard if you've got an appointment for anything.

There are various queues depending on activity and you get told off if you're in the wrong queue for even a minute.
Every month, a report is sent to you showing how every minute of your day was accounted for and if you met your targets.

In training we were told not to worry about KPIs but now I know that wasn't true. Apparently I'm doing well so I could win a bonus of up to £400 for the entire year, which will be taxed so hardly life-changing.

The customers are fine, but the above is depressing. Zero flexibility and feel like you're being watched like a naughty child. Hence why I'm looking for a new job!
Hate being watched like a hawk. You're supposed to do a certain number of calls a day too, so you feel like you're rushing customers through in order to meet the stats.
Does this sound normal in a job?

I did it for a few months when I was younger to earn money to fund a gap year. It wasn’t fun but there were a group of us the same age doing the same thing (saving up to travel) which made it bearable. The after work socials were fun.

Human beings aren't supposed to spend their lives like this.

I did about half a day in a call centre when I was about 17, was hideous and exactly like you describe. Probably ‘normal’ but unpleasant.

I've done the opposite of you. 11 years in a call centre and finally moved to the civil service this years. It's changed my life and I am so much happier.

how come you left the civil service for a call centre role?

What happens if you need to sneeze or something, though? Especially as you don't actively answer if you have a headset; it just beeps and the caller is through?

It can't be very professional if you suddenly launch an enormous sneeze at the exact same instant as somebody appears on your line.

I worked in a call centre on corporate customer service for a rather well known telecommunications company in my early 20s and loved it.
Went on to customer services for DofE contract. Again, loved it.
It's not for everyone, though.

I can't imagine anyone thinks working in a call centre is going to be a great job do they? They're well known to be constantly recruiting and having a fast turnover. People get out as soon as they're able to generally.

I often feel a bit like this when it comes to people who work in massive scam call centres in India.

Obviously, I have no sympathy with people who do such a despicable thing for a living; but if you live in a place where they are the main employer, and you see it as the only/most secure way of paying your bills and feeding your family, I can sort of see how some people find their way into it.

You can often hear in the background on Scam Interceptors, when the 'agent' has been 'working on' a victim for a long time - and then SI get the message to the victim and they suddenly hang up, and keep ignoring frantic attempts to call them back and not to 'lose' them - the fear in their voices and the anger in their managers' voices.

Again, it's a disgusting way to earn a living, and I have no sympathy for them; but considering that their employers are already not decent or reputable people in any way, they must live in constant terror at not getting a victim whom they can take all the way. It's pressured enough when you work in a legitimate call centre, but at least people who call you do actually want to complete the purpose for the call - and of course, you aren't actually trying to deceive or steal from them!

I worked in a call centre for over 2 years in my early 20s. It wasn't as regimented regarding toilet breaks as some described but was a very typical call centre.
I think it was actually a good job for a young person. It really helped me be more confident and speak up for myself.
There were loads of young people working there so the social life was amazing.

KPIs mean you are doing the job well. That’s so that the service is good for customers.

Is it what it is. Benefits are that it’s a job you can leave at work when you pack away your headset and that it doesn’t demand much mental stress once you’ve learned the processes. You’ll never be thinking about it in the supermarket queue or stressing about how you’re perceived by your colleagues on a Sunday night. I’ve done it and for me it was a means to an end - an opportunity to return to work after having DS that offered flexible hours. The KPIs never bothered me as they were always achievable for anyone doing the job with a minimum of effort.

I was good at it in terms of customer service, my managers loved listening to my calls and the rapport I had with our customers, but i am a phenomenally bad typist and would need extra admin time for typing up notes. I probably have some form of dyspraxia because it just never improved , ever.
They would be on me for this constantly and I lasted for 3 years before I finally walked.

I work in the same building as one. It looks like a nightmare. They have timed toilet breaks and all rush in at once for their lunch break. I'd last a day before being sacked for IBS.

I lasted a day! Resigned as soon as I got home.

It may be efficient from the bean-counters perspective, but it is definitely not an effective way of serving customers. it's dehumanising, stressful and demoralising for all concerned. But management just look at the bottom line for their measure of success,

I suppose it's either that or an AI chatbot, Hobson 's Choice,

In the call centre I worked in, they would do these hideous incentive days, where the team leaders would dress up In glittery waistcoats and bowler hats, and give out prizes hourly to whomever had the best rate. If you got stuck with a complex call, it was nearly impossible to recover.

Though it was a step up from the team leader who would use a poking stick if someone's rate got too low, or take their chair away.

I stuck it out for a couple of years but I don't think I could do it again.

We were also monitored on time spent in "admin" and one guy did get sacked when they had monitored him and found him cutting calls off.

Oh yeah, we're heavily monitored for 'admin' too.

Hi @Youdidnotfindme
You forgot to mention (and sure you are aware) your toilet habits are monitored and timed to ensure employees literally aren't "taking the p1ss" and going to the stalls for a few minutes breather (a summer job i did for an agency in a call cemtre involved me being one of the staff crunching numbers on the call centre call handlers. I lasted 2 weeks - inhumane).

Good luck with the job hunting x

It's basically a sit-down Amazon delivery centre.

I had a temp role in a CC, it made me ill. Decent enough company, great training etc but things like being ‘on wrap’ (basically on pause from incoming calls) was so strict. There was not enough time to type up call notes etc without a TL calling across the office - ‘come off wrap, there are calls waiting’. And don’t get me started on breaks, 10 mins am and pm and 20 mins for lunch. Then there was having to put your hand up for a toilet break.

Mute button.

Luckily I'm a fast typer but for some others who struggle they're getting marked down for how long it takes them to write up their call, and it's harsh really, they expect it to be done in lightning speed.

But wouldn't that confuse and potentially annoy a customer if they're put through and then muted for several seconds before anybody speaks?

Sure, in the middle of the call, when you could say "One moment, please, Madam" and mute briefly whilst you sneeze.

DH worked in a call centre briefly. He transferred from sales (insurance) to claims because he refused to upsell extra insurance, so failed his kpi's miserably. Did well in claims as he could pick the fraudsters. No bonuses, though.

We both now work for accountants & you have to log what you do every minute. Payrise is partially dependent on how many hours you 'charge' clients for (as opposed to admin tasks) and you're questioned if things take too long. It's pretty grim, but you learn to code things to clients instead of internal tasks. Our clients are charged an annual fee, so no overcharging, it's just about ensuring every minute they pay you for is used.

However, I'm equally strict on finish times & they like that because they have to pay overtime or give TOIL.