ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel
  • »
  • Business and Employment»
  • Customer Service & Satisfaction

I'm Never Going Back to Customer Service...

Updated on September 23, 2015

I Need A Manager!!

So lately, I've been wondering whether it's worse to be without a job and stable income, or have a steady paycheck at the expense of my sanity. My most recent position was in the customer service industry, working in a high-volume call center. I'd done that kind of work in the past, so I figured with the starting rate they were offering in addition to the opportunity for a benefits package, I might as well earn some money & take care of some debts, get a pet cat, etc.

Things were okay in the beginning, since all that was expected of me was to listen to lectures and take computerized tests for five weeks, with our last week being out on the live phones with learning coaches. I could pretty much tell then that this wasn't going to be a long-term solution to my earning-a-living problem. Problems began almost immediately with customers calling back in complaining about me, or quality coaches reporting every little misstep to my supervisor. I just gritted my teeth and kept my mind on the money and what it would allow me to do. However, when one hates what one does for a living (and one is doing it 40 or more hours a week) one quickly learns it to be very difficult to relax or enjoy anything you do or buy in your time off. I would come home angry, exhausted and with no drive to do anything that I used to be interested in like gaming, music or even watching TV. On my weekends off, all I would do is repeatedly stare at the clock & calendar, thinking about customers or quality coaches that had pissed me off in the previous week, or the customers that would piss me off in the coming week & how much time I had left before I was going to have to deal with it for another 40 hours all over again.

Time on the phones was more manageable when I was done with training, allowing substantial time for new-hires to go over notes, calls or other materials. However, once I was officially graduated from the 'step program' I was thrown on the live phones with barely more than a 30 min lunch (phone calls would often run over breaks). Being an introvert by nature, the constant interaction, even if indirect, was too over-stimulating. I would be talking to a pharmacy one minute, a regular customer the next, and still then a doctor's office or outside insurance carrier as if the first two weren't enough to deal with. Then I would be getting irate messages from other employees or supervisors about customers calling in about a ticket I had issued, and that only further added to the stress & distractions I was facing on my current call. I'm just like.. "well, you can see my notes, and you're the one talking to them now, right?" Geez!

Probably the biggest concern I had with the company at the time that I left was regarding the management/escalations structure in place. The managers would always tell us to handle the calls on our own, and even provided incentives for doing so. However, the proper way of transferring an unhappy customer was to call a 'Customer Specialist' and have them review the account with the customer before escalating directly to management. This would have been fine, if half of the 'Specialists' were actually willing to take a transfer call. Most of the time they would not, resulting in me repeating myself to the customer, calling the assist line again, and usually getting the same person or another specialist unwilling to take a transfer call. Then, I would just hang-up on the customer, pretending that the connection was lost or something.

I would have been fine with all of that, except that management was not. They started calling me into the office and bringing up those same phone calls I was unable to transfer to a specialist like the guidelines dictated. At first, I would just try to play dumb like I didn't know what they were talking about, or if I did I would just say that I had difficulty completing the transfer due to some "technical" glitch. Basically, it would always come back to me not doing the 'correct' thing no matter what the circumstances were or how crappy their system or policies were. It came down to me kissing their asses and "apologizing" to customers for things that were out of my control or not by my fault or facing the possibility of termination. I refused to do that. I felt like an idiot for even being in that situation to begin with. This is not the field of work I should be in. I was able to make it to my lunch break, and then I cleared-out my desk, turned in my badge & departed from the company.


Comments

    0 of 8192 characters used
    Post Comment

    • Pico Triano profile image

      John 2 years ago from New Brunswick, Canada

      Call centre work is hell. Sounds like the one you were working in was especially toxic. I hope I never have to go back. Hope you find gainful employment more to your liking.

    working

    This website uses cookies

    As a user in the EEA, your approval is needed on a few things. To provide a better website experience, hubpages.com uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

    For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at: "https://hubpages.com/privacy-policy#gdpr"

    Show Details
    Necessary
    HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
    LoginThis is necessary to sign in to the HubPages Service.
    Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
    AkismetThis is used to detect comment spam. (Privacy Policy)
    HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
    HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
    Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
    CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
    Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the googleapis.com or gstatic.com domains, for performance and efficiency reasons. (Privacy Policy)
    Features
    Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
    Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
    Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
    Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
    Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
    VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
    PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
    Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
    MavenThis supports the Maven widget and search functionality. (Privacy Policy)
    Marketing
    Google AdSenseThis is an ad network. (Privacy Policy)
    Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
    Index ExchangeThis is an ad network. (Privacy Policy)
    SovrnThis is an ad network. (Privacy Policy)
    Facebook AdsThis is an ad network. (Privacy Policy)
    Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
    AppNexusThis is an ad network. (Privacy Policy)
    OpenxThis is an ad network. (Privacy Policy)
    Rubicon ProjectThis is an ad network. (Privacy Policy)
    TripleLiftThis is an ad network. (Privacy Policy)
    Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
    Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
    Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
    Statistics
    Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
    ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
    Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)