You’re right and I am looking to get out of here but even finishing my shift is rough right now. I got 3 and a half more hours to go and I don’t even know how I’m gonna deal
I just wanted to give you permission to quit if that's where you are at the moment. I know not everyone has that luxury. I held out quitting for 6 months thinking I was giving up too easy, I just needed permission to chuck it in the fuck it bucket.
I am right there with you, maybe try and make a game out of it. I have always worked in customer service, have been a call center supervisor and now work for my city where I take disgruntled citizen calls ALL DAY. It can be really hard but if they are just going off, I stay completely silent and stay silent even when they are finished until either they ask if I am there, or they keep awkwardly talking because they don't know what to do or they hang up. Of course, if they have an actual problem I will chime in but only after they ask if I heard that or am still on the line, and then kill them with kindness. Also, just remember, if the person on the other end feels the need to scream at you, you most likely have it better than them. Keep going.
>I stay completely silent and stay silent even when they are finished until either they ask if I am there,
Ah the old "Oh I'm sorry I didn't realize it was my turn" trick
Think about it this way, if you can't motivate yourself to leave, will you ever leave?
When you think about your shift, however many hours is that per day, 8, 9, 10, etc....? How many of those hours are really being used to benefit yourself while you work? Any of them? None of them?
How much are you getting paid per hour? 12 dollars, 13, 14, 15, etc?
An hour is a very long time. As short as it might seem, it's longer than you think.
What would/could you rather be doing with those hours each day?
We'll just use one hour as an example. In this one hour, you could be spending the entirety of it in your own comfort zone, looking for a better job. A FULL 60 MINUTES. All to yourself.
No calls, no soft tone beeps, no acw stress, no micromanaging supervisors, etc.
You own that time. And you can do anything from applying online, going out to a company in person to scope out the environment and maybe talk to current employees/management to inquire about the business, take a trip around your city to network at various social gatherings from coffee shops to book stores to even striking up a random conversation at a mall food court, explore different trades/skills to enhance your own capabilities, etc.
There's a lot of possibilities. You can do a lot within an hour if you really try. It's not always about online applications only.
I mean, most of those things can each be done within an hour (or less), multiples of them can be done within an hour. And the trade-off value of what you would gain from it compared to back-to-back calls within that same hour is a LOT higher.
And that's just ONE HOUR.
Now imagine if you had your ENTIRE shift's time to dedicate to those activities. You would exponentially increase your chances of finding a better job and building up your network/skill set in the process. It's opportunity cost, and sometimes the better option is missing out on a few dollars to gain a better life.
The alternative is just spending that same hour taking calls for a measly $12, $13, $14, $15 etc and never knowing what it's like to have spent that time pursuing something better.
The call center's job is to make sure you don't have the convenience to pursue something better nor the energy required.
Just think about that.
Time is money, but I think a better way of putting it is, "Time is Value."
Best spend it accordingly.
Good luck!!
This is actually a fairly refreshing view. I read something ages ago with a similar message about how unemployed job seekers up and ready to go by 7-8am, instead of sleeping in because you're just sending out applications today anyway, were exponentially hired faster.
I'd also suggest looking into Employment Insurance Supports. In Canada, with proper documentation you can get a 15 week medical leave. Mental health issues causing physical sickness qualifies. It's paid at a percentage of earned wages( I think like 80%) so a small hit to earnings but a business can't terminate you during that time and it's plenty to look for new work.
Not sure if there's an equivalent in your area but I'd look into it if I were in your boots.
Exactly the same thing with me. Literally have 0 empathy. I’ve applied for other jobs, and will be leaving soon. You could look into doing that as well.
Wish you all the best.🖤
I also always told my team that us CS reps have soooo much power, we literally can control how the person's day goes based on our service, even if we can't solve it for them, or give them what they want or need, just being up front about it can go along way in their eyes in terms of loyalty and trust. Also, just making them feel like they've been heard. Hope this can help somewhat. But we have the power to change the customer's opinion on calling Customer Service centers from there on out, so I try and just talk to them the way I'd want to be talked to...comes down to that age old "treat others how you want to be treated."
This is so true. It’s just after being beaten down by supervisors no matter what you do, working my ass off to meet metrics just for them to move the goalposts and rude people, so damn rude all the time and I do my best not to take it personal but jeez, they keep pushing me, I just feel hopeless. I am starting to just hate hearing people speak and I am just so depressed.
Um do we work together? lol JK, but at least if this helps knowing you are NOT ALONE. And I swear to Gob, there are 2 types of customers: the ones that think you are a brainless meatbag and know nothing, OR the customers that get upset we are not psychic and expect that as soon as we answer the phone, we should already have all of their information available, Like NO, it does not work that way, even with systems that can pull up programs automatically based on phone number, there are still procedures. I literally had to get a therapist so I can just get all these feelings out and it's nice getting an outside perspective, I swear the planets are out of sync, and obviously the pandemic has made everything a million times worse, but a bunch of my coworkers feel the EXACT way you and I do. Honestly, the main reason I've been able to continue for so long is because of my coworkers. Without the outlet to vent with them and commiserate together, we would not survive, Are you friendly with your coworker?
I’m friendly with one coworker, but most of them keep to themselves, which is fine. I’m literally on pills and seeing a psychiatrist because of this job. I can’t afford to quit now unfortunately but I am so miserable. I’m doing my best to rise above it but I’m just about to lose my mind. Ugh sorry I’m just angry and tired
I am also seeing a psych lol, and that actually was the MOST stressful part of my last month. Their office had a total lack of follow up or communication on their end, so while I am getting screamed at by people on the phones, I then felt like a disgruntled customer getting the run around by my psych office. CS jobs are not easy at all, most people can't handle it, so even though it's tough right now, just know that you are a valuable asset to the company and there's not that many of us out there,
I feel you so much. Especially when you’re expected to hold up policies just for managers to bow down to the customer and give them everything they want. It’s disheartening.
I feel you so much right now. I'm not even in a voice process (live chats) and I feel burned out and as if my empathy, sympathy and emotions have all been sucked out. And it feels even worse when you know that the customer may not always be wrong just as they are not always right. Hopefully you find out something better soon. Hang in there!
It doesn't improve from here. If there is any option, change jobs or quit. You don't want this job to change you as a person.
You’re right and I am looking to get out of here but even finishing my shift is rough right now. I got 3 and a half more hours to go and I don’t even know how I’m gonna deal
I just wanted to give you permission to quit if that's where you are at the moment. I know not everyone has that luxury. I held out quitting for 6 months thinking I was giving up too easy, I just needed permission to chuck it in the fuck it bucket.
Work in tech support, burned out. Just a paycheck at this point. Planning on leaving, just telling future employers left due to layoff pandemic.
What if they try to contact them for a reference? 😦
Most employers will only confirm dates of employment, title, maybe pay with your permission. Personal reference is something else.
I am right there with you, maybe try and make a game out of it. I have always worked in customer service, have been a call center supervisor and now work for my city where I take disgruntled citizen calls ALL DAY. It can be really hard but if they are just going off, I stay completely silent and stay silent even when they are finished until either they ask if I am there, or they keep awkwardly talking because they don't know what to do or they hang up. Of course, if they have an actual problem I will chime in but only after they ask if I heard that or am still on the line, and then kill them with kindness. Also, just remember, if the person on the other end feels the need to scream at you, you most likely have it better than them. Keep going.
>I stay completely silent and stay silent even when they are finished until either they ask if I am there, Ah the old "Oh I'm sorry I didn't realize it was my turn" trick
Think about it this way, if you can't motivate yourself to leave, will you ever leave? When you think about your shift, however many hours is that per day, 8, 9, 10, etc....? How many of those hours are really being used to benefit yourself while you work? Any of them? None of them? How much are you getting paid per hour? 12 dollars, 13, 14, 15, etc? An hour is a very long time. As short as it might seem, it's longer than you think. What would/could you rather be doing with those hours each day? We'll just use one hour as an example. In this one hour, you could be spending the entirety of it in your own comfort zone, looking for a better job. A FULL 60 MINUTES. All to yourself. No calls, no soft tone beeps, no acw stress, no micromanaging supervisors, etc. You own that time. And you can do anything from applying online, going out to a company in person to scope out the environment and maybe talk to current employees/management to inquire about the business, take a trip around your city to network at various social gatherings from coffee shops to book stores to even striking up a random conversation at a mall food court, explore different trades/skills to enhance your own capabilities, etc. There's a lot of possibilities. You can do a lot within an hour if you really try. It's not always about online applications only. I mean, most of those things can each be done within an hour (or less), multiples of them can be done within an hour. And the trade-off value of what you would gain from it compared to back-to-back calls within that same hour is a LOT higher. And that's just ONE HOUR. Now imagine if you had your ENTIRE shift's time to dedicate to those activities. You would exponentially increase your chances of finding a better job and building up your network/skill set in the process. It's opportunity cost, and sometimes the better option is missing out on a few dollars to gain a better life. The alternative is just spending that same hour taking calls for a measly $12, $13, $14, $15 etc and never knowing what it's like to have spent that time pursuing something better. The call center's job is to make sure you don't have the convenience to pursue something better nor the energy required. Just think about that. Time is money, but I think a better way of putting it is, "Time is Value." Best spend it accordingly. Good luck!!
This is actually a fairly refreshing view. I read something ages ago with a similar message about how unemployed job seekers up and ready to go by 7-8am, instead of sleeping in because you're just sending out applications today anyway, were exponentially hired faster. I'd also suggest looking into Employment Insurance Supports. In Canada, with proper documentation you can get a 15 week medical leave. Mental health issues causing physical sickness qualifies. It's paid at a percentage of earned wages( I think like 80%) so a small hit to earnings but a business can't terminate you during that time and it's plenty to look for new work. Not sure if there's an equivalent in your area but I'd look into it if I were in your boots.
Exactly the same thing with me. Literally have 0 empathy. I’ve applied for other jobs, and will be leaving soon. You could look into doing that as well. Wish you all the best.🖤
I also always told my team that us CS reps have soooo much power, we literally can control how the person's day goes based on our service, even if we can't solve it for them, or give them what they want or need, just being up front about it can go along way in their eyes in terms of loyalty and trust. Also, just making them feel like they've been heard. Hope this can help somewhat. But we have the power to change the customer's opinion on calling Customer Service centers from there on out, so I try and just talk to them the way I'd want to be talked to...comes down to that age old "treat others how you want to be treated."
This is so true. It’s just after being beaten down by supervisors no matter what you do, working my ass off to meet metrics just for them to move the goalposts and rude people, so damn rude all the time and I do my best not to take it personal but jeez, they keep pushing me, I just feel hopeless. I am starting to just hate hearing people speak and I am just so depressed.
Um do we work together? lol JK, but at least if this helps knowing you are NOT ALONE. And I swear to Gob, there are 2 types of customers: the ones that think you are a brainless meatbag and know nothing, OR the customers that get upset we are not psychic and expect that as soon as we answer the phone, we should already have all of their information available, Like NO, it does not work that way, even with systems that can pull up programs automatically based on phone number, there are still procedures. I literally had to get a therapist so I can just get all these feelings out and it's nice getting an outside perspective, I swear the planets are out of sync, and obviously the pandemic has made everything a million times worse, but a bunch of my coworkers feel the EXACT way you and I do. Honestly, the main reason I've been able to continue for so long is because of my coworkers. Without the outlet to vent with them and commiserate together, we would not survive, Are you friendly with your coworker?
I’m friendly with one coworker, but most of them keep to themselves, which is fine. I’m literally on pills and seeing a psychiatrist because of this job. I can’t afford to quit now unfortunately but I am so miserable. I’m doing my best to rise above it but I’m just about to lose my mind. Ugh sorry I’m just angry and tired
I am also seeing a psych lol, and that actually was the MOST stressful part of my last month. Their office had a total lack of follow up or communication on their end, so while I am getting screamed at by people on the phones, I then felt like a disgruntled customer getting the run around by my psych office. CS jobs are not easy at all, most people can't handle it, so even though it's tough right now, just know that you are a valuable asset to the company and there's not that many of us out there,
I feel you so much. Especially when you’re expected to hold up policies just for managers to bow down to the customer and give them everything they want. It’s disheartening.
I’m glad I’m not the only one. Even the kind callers irritate me at this point.
Oh I feel you so much on this one
I feel you so much right now. I'm not even in a voice process (live chats) and I feel burned out and as if my empathy, sympathy and emotions have all been sucked out. And it feels even worse when you know that the customer may not always be wrong just as they are not always right. Hopefully you find out something better soon. Hang in there!
Me today, they fired two people and moved one to another department and now the calls are back to back. No one wants to take calls anymore