Let me tell you. When they're terrible systems freezes or is slow and you have to restart or reboot your computer, automatically you will be offline and then they tell you that's counted as downtime, and that means they will take from your salary, just because they're systems are poor. Do we need to talk about the fact Managers and their constant harassment over their team members, why were you sick? What's wrong with you? By law we don't have to disclose why we were sick, but they don't care. And when you let one call go, it's seen as call avoidance but they don't understand that you sometimes just need to breath or take a sip of water. Can we please talk about the constant tiredness? I feel so exhausted sometimes that I don't even eat when I get home. Or don't have the strength to clean my place properly. The constant shift changes. Weekends all I do is not get dressed and lay in bed cause I'm tired.
@@GameOn71213 ooof yes! You are 1000% accurate. My God I actually got fired because of "system issues" that counted against me. But really they lost a contract and are firing everyone slowly.
@@gaarasama1247 omg I'm so sorry about that, most of these call center bosses are clueless and don't know anything themselves. I'm grateful I have a job I really am, don't get me wrong, but I question my sanity
YOU ARE SPEAKING THE TRUTH. After 25 years in a Call Center, I've seen people die at their desk and taken away in an ambulance only to have someone else at their desk the very next day. I knew a woman with cancer they wouldn't let work from home like the rest of her team simply because she wasn't part of a clique.
Then the supervisor (team lead) says, "TELL 'EM THIS THIS AND THAT..." Then the customer says, "DID YOU HEAR WHAT I SAID, I WANT YOUR SUPERVISOR." Then the supervisor (team lead) says, "YOU'RE NOT DOING WHAT YOU'RE TOLD!" Then the customer says, "GET - ME - YOUR - SUPERVISOR" After a battle between the customer and superiors, the quality team will drop the bomb, "WHY DIDN'T YOU GET 'EM THE SUPERVISOR?"
Let me tell you. When they're terrible systems freezes or is slow and you have to restart or reboot your computer, automatically you will be offline and then they tell you that's counted as downtime, and that means they will take from your salary, just because they're systems are poor. Do we need to talk about the fact Managers and their constant harassment over their team members, why were you sick? What's wrong with you? By law we don't have to disclose why we were sick, but they don't care. And when you let one call go, it's seen as call avoidance but they don't understand that you sometimes just need to breath or take a sip of water. Can we please talk about the constant tiredness? I feel so exhausted sometimes that I don't even eat when I get home. Or don't have the strength to clean my place properly. The constant shift changes. Weekends all I do is not get dressed and lay in bed cause I'm tired.
@@GameOn71213 One time when I was being trained on the phone the supervisor said to me, I can hear you breathing on the phone." Really!? Let them hear me breath they might think that I'm alive!
I swear I feel like a lot of these call center managers are more interested in monitoring you instead of actually helping you. Whenever I got a weird call I always felt like I was being monitored. I would also tend to hear an echo in the call and I was pretty sure I was being monitored.
The managers at one call centre has a long liquid lunch that lasted for hours, whereas we got 30 minutes. They raised heaven and hell not to take over a call, it was hopeless.
I've been watching your channel for some time now Pete. I started in 2017 some time after starting a job at HMRC (The UK's IRS) which was essentially a call centre job and pretty much everything you describe in your videos is exactly how it was for me. It amazes me how pretty much every call centre in the world is set up exactly the same. Thankfully I survived the trauma, and managed to get out, just before my mental health deteriorated completely.
My manager was NOTORIOUS for this during my brief tour of duty on the phones. She had this white board outside her office that always had “IN A MEETING” in giant, red marker on it. In fact, now that I think about it - the only time I ever saw her was when we would listen to one of my calls or for my six month review. Other than that, she was never at her desk.
I know call centers are awful and talking about it all the time equally sucks but this is some of your best content 😂 you may not have been meant to work in a call center but you were meant to expose just how crappy it is.
I worked for a bank call center once. During our staff meeting, they pulled one of my calls up audio and monitored recorded on their presentation screen to me and my co workers. Ugh embarrassing.
Supervisor was never around (and yet he had actual mentoring skills, you need someone like that in a alarm company) and we had...this team lead who would talk down and psychologically torture you. I left after two months, I was not going to let that job break me down.
They tell you so much crap during training and when you start work and you're stuck on something, you look up those so called trainers or team leads and they are no longer in the system. Crazy environment.
I did inbound calls for one year at one company and a year at another. Now i'm transitioned where i make outbound calls (not as frequently). But the weight of what i had to go through before is still on me and feeling burnt out. I should be grateful i have to take less calls now. But still deal with the same bs. Guy the other day said "why do you guys just stay silent when you call me?" and I said "it's because when we call someone we expect them to answer the phone and say hello." Now i think i'm getting written up for it i have a coaching meeting scheduled. The guy was like super aggressive immediately when i called him. And i had angry people talking to me all day so i just lipped off by raising my voice and being a little snarky while saying that. Not my best moment but it feels so trivial.
Everything you're saying is true but it should also be said that it doesn't stop with team leads and managers. In the same way the agents get shit on, the TMs and TLs are getting shit on by the people above them who are getting shit on by the people above them etc. You only really see the TLs and managers and think they suck but they really have no power or control just like you they're just doing what they're yelled at to do
In my experience, the team leads have no idea about how to answer the calls and are always away from their desk when you require a supervisor to take over the call. Not to sure what they do the whole shift.
Luckily the ones I was at had many of them that would take calls. One of the places I was at, the team leads and supervisors would fight which person would take the call. 😆. It was super childish.
I'm currently 29 with background in math and last year I got severely injured with nerve aneurysms in both arms because of working in this bull cr@p. Insurance didn't cover sh1t! Love yourselves; your health is way more important than money!! God bless you all!
in week 3 of training now, been on the phones for a week, 5 hr class, 4 hours of that is on phones, the last hour is everything you did wrong. They expect you to learn everything in 2 weeks! 50 hours of training to learn a very diverse company!
The team lead usually does almost the same thing as the manager of your team but for no additional pay, just the hope that they will be able to get a promotion to manager, but...when the time comes to interview and select one of them they say "we've decided to bring in someone from outside". What sucks about this is that you will have to help them with getting acclimated to the job. Basically train them to tell you yourself what to do and discipline you.
I wish the managers at my call center were as passionate as you about our mental health as a call center rep lol. Like you say they simply do not care. As call center reps we are treated differently to everyone else in this office I work in. We are just 'bodies' to them - even though they pay my living wage there are the enemy.
It is a nightmare and if you have to do the job as a last result for money keep looking for something else. I even did janitorial work which was better than being on the phone with these inbound calls non stop. The managers don't care and they don't want to take the calls and walking around criticizing your work, our wrap time, avg call handle time and all those other ridiculous metrics. They treat you like a child.
@@Ptpop Yes and whoever takes a job as a call center manager apparently can't get anything better, at least us CSR's are honest in saying this is the best we can do right now and not strive to be a cs manager. They are all idiots and don't want to talk to the customer so the irony is that their title is customer service manager. Idiots! This place I just left yesterday wouldn't know a decent employee if they had to trip over the person, just a revolving door and they don't care and you're so right about just keeping your mouth shut and don't try to be "friends" w/anyone there b/c everyone is miserable coming in to the job and can't wait to leave. None of the people I worked with ever smiled or seemed a bit joyful - who could blame them in this job that is totally like a sweatshop and who wants to be micro managed like this. Rediculous!
You're right about snacking in a call center. It makes me feel better. Managers seem like they're out to get you, clueless about the work you do or taking calls. Team leads are pulled in different directions, one team lead for 30 people, they also have to answer the manager's questions and people from other teams. And co-workers are trying to throw you under the bus to get points. Call center workplaces can be very toxic. It can have you feeling like you're in a sink or swim try of scenario. But, if you don't have a college degree or technical skill, it pays the bills. You do have to have thick skin because some customers will say some things on the phone that they won't dare say to your face. But I always keep in mind, I have bills to pay. 💪
Love your videos. You should do a video on how call centers promote wrong people (the ones who are lazy, slacking, and ass kissers) instead of promoting honest work people
@@Ptpop I recall the loneliness and even melancholy of some really sad music playing on the phone system as I was on hold to another department, with the customer on hold of course!
As I told one of the viewers below, I got luckily as most of the places I was at would take the calls. One of them would have the team leads and supervisors fight who would take the call. 😆 🤣
Don't meet the quotas and matrix, they'll get rid of you right quick, unless you ARE a manager but yes, we are just numbers sadly.... It's a huge numbers game. I was let go from a home improvement corporate call center for going over on my non productive time by only 9 minutes ... Like really? Its all the matrix. BTW I love your channel. Have a great day!!!
@@teetortime6739 in training they always preached about how “relaxed” and “chill” their call center is compared to other companies lmao now I know that’s a lie! how did they let you go? Was there any warning beforehand?
The thing that I hate is when they ask for your supervisor and then you ask what’s going on and it’s something so damn simple they should be able to figure it out without calling customer service. And then on the off chance you’re able to call a supervisor (because you have to ask for permission from the team lead)…they’re never available.
In Australia most large company call centres will pay about $30 an hour, which at least gives you a chance to make ends meet. High cost of living here however…
You're absolutely right. I've had two managers and each disappear from the floor. Where do they go? A meeting. In which conference room?.. why what do you need?. And the team leads respond to questions fifteen minutes later, they don't care if the customer is holding. 😐
0:59 that’s so true. I remember actually being ignored when I would ask for help with a customer. The American trainers/managers/team leaders were actually kinder but that was just a few of them. When the American 🇺🇸 Verizon trainers left that’s when the ignoring started. Again I can’t say all team leaders are bad but several of them won’t really be that helpful once training is done. 8:12 I agree.
Then there are the supervisors that tell you to tell them "your supervisor is not available" simply because they don't want to take the escalated calls
Literally doubled over laughing hysterically at this one! It is all sooo true! I survived 5 months at one call center then 10 days at another my mental health is destroyed after that short time! Call center workers are saints! 😁
I am fortunate enough to work at a fantastic call center right now where some of the upper management would take calls when the volume is high but even so our customers and clients are awesome! I think I’ve had about maybe 1 or 2 out of the 100s of calls that I’ve had that gave me somewhat of a hard time but where I am with my company now compared to where I was at Apple Support is night and day
So I work for Patterson companies which we manage the equipment and sales of Veterinary and Dental clinics. I work specifically on the dental side which my clients and customers are mostly the dentists themselves and office staff but will get the occasional IT person or local branch person of the office calling for technical support with their CEREC hardware and software. But really fortunate to be where I am with them. Good pay and benefits, good amount of PTO, good schedule(work 7:00am-3:30pm Mon-Fri with major holidays being off but if you choose to work are paid double for it and will add an extra 8 hours of PTO to your time bucket as well. Only real metrics they monitored was ACW, no Average Talk Time, no Quality Assurance listening and grading your calls no customer surveys(other than a yes or no on their end if they wanted to work with you again which all of mine have been “yes” just because of how great our customers are in general. A lot of terrible call centers out there(Apple Support being at the top of the list) but I’m grateful to find one of the few that treat me as an actual human being. My time at Apple was good experience but when I got my shift bid changed from a Morning shift Monday-Friday to an 11:30pm-8pm Thursday-Tuesday and was going to be in that schedule for at least a year, my 2 weeks soon followed.
Actually, I can shed some light on this. They're usually in meetings. About meetings. About meetings. And usually in said meetings *they're* getting griped at by their "bosses." About the site's numbers. And getting pressured to put still MORE pressure on the agents to get their metrics up. Of course "it shouldn't take them more than 5 or 10 minutes" to coach all 30 of their team members on this stuff. And as long as each and every team member just signs off on said coaching without asking any questions or asking for any specific coaching points, or Yah forbid raise any objections, it could. But of course you don't even have to have been a sup to know that it never works out that way. Not that this makes it right. But TLs... they often just don't have time to effectively SHOW people how to improve on their calls. Or coach people. They have to be present for all the never-ending bitch sessions known as "meetings". And they have to "coach" all 30+ of their team members every day towards perfect numbers, in a *very short* timespan. AND they gotta take sup calls (which are stressful in-and-of themselves)... I'm just saying that TLs don't always have it so cushy. And that the issue isn't always so cut-and-dried. Again, that doesn't make it right, how a lot of them treat the poor phone reps. But as I'm sure I don't have to tell you, the call center is just an f'd up and toxic business model all around.
Was it a bad thing when a customer would ask for a supervisor, and mine weren't around, and I knew any supervisor would give them the same answer, I would directly say "I am a supervisor"? :)
The frontline supervisors at mine aren't horrible but they're stuck having to sling the shit that upper management throws at them. Our department head is one of the most useless people I've ever encountered in my life. He ls literally a real life Bill Lumbearg. He'd shit his pants if he had to do real work. Instead he sits in "meetings" all day and sends out emails that are jargon salad.
I am told to say, I am an account manager. If they still want a manager I have to put a template in a chatroom. A lead will take it and then grill me on why I need to transfer. I am close to the end of my call center career and I can hardly wait.
I watch your videos mostly for your personality, I think you can expand your content and be successful in it if that's what you choose to do. I enjoy hearing what you have to say and how you say it.
i have worked in a call centre for 16 going on 17 years , i rather enjoy it , doesnt bug me one bit , believe it or not i even enjoy getting yelled at by customers and the rude customers , as long as i dont have to put up with what i had to back in school with the being picked on and made fun of , im happy.
@@roxcyn no i am not a supervisor , i do customer service , been with the same company for 16 to 17 years as already mentioned , im just like him , i enjoy interacting with customers , infact i have even allowed other agents to transfer difficult customers to me , which i was able to handle . when a customer is talking down to you , you just cant take it personally , i know thats easier said than done . also he worked in American call centres , i work for one up here in Canada.
Hey Pete , do you have any comments for the oddball like me who enjoys working in the call centre , i hope you woont think im a weirdo for enjoying the call centre work. im kinda the oddball that never complains and managers and supervisors have said they enjoy that about me. ps no sure if this means anything but i work for a Canadian company and Canadian call centre , not sure if that meast anything.
@@Ptpop i dont know really , im a very patient and tolerant person. things that bother other people dont bother me that much. i always meet or exceed the sales numbers , but honestly that talk time , company has a set goal and for the talk time i never meet the goal, my talk time is always higher then what the company would like it to be but they never say anything to me about it.
Im suprised that rude callers dont worry for there wellbeing, any upset rep has all your infomation etc, think about that! I was a call ctr rep and one caller cursed me out regarding billing, i was being monitered that day and was told next time control the call and do not ask for a supervisor. I was sooo upset i took down that customers info and wanted to call an let him have it at 3am. I never did it but thats me!. Be nice to a rep because you never know!. Also, yes, management is never around, floor reps dont want to help but only chatting with so called friends!. Ive been a rep at Amex, cable, stock transfer and they are all the same but i needed a job. Never again!. Sweat shop , electronic cotten field, chain gang so many names!. Thanks for sharing!
Thanks for watching. I wrote a book of fiction based off of this very thing. Press One For Murder www.amazon.com/Press-One-Murder-Peter-Tompkins-ebook/dp/B07F7LYFXN
When I worked at a call center I seen people go to the hospital.... These places are killing people :(
Very true. I’ve seen the paramedics take people out on stretchers.
Let me tell you.
When they're terrible systems freezes or is slow and you have to restart or reboot your computer, automatically you will be offline and then they tell you that's counted as downtime, and that means they will take from your salary, just because they're systems are poor.
Do we need to talk about the fact Managers and their constant harassment over their team members, why were you sick? What's wrong with you? By law we don't have to disclose why we were sick, but they don't care.
And when you let one call go, it's seen as call avoidance but they don't understand that you sometimes just need to breath or take a sip of water.
Can we please talk about the constant tiredness? I feel so exhausted sometimes that I don't even eat when I get home. Or don't have the strength to clean my place properly. The constant shift changes. Weekends all I do is not get dressed and lay in bed cause I'm tired.
@@GameOn71213 ooof yes! You are 1000% accurate. My God I actually got fired because of "system issues" that counted against me. But really they lost a contract and are firing everyone slowly.
@@gaarasama1247 omg I'm so sorry about that, most of these call center bosses are clueless and don't know anything themselves. I'm grateful I have a job I really am, don't get me wrong, but I question my sanity
Most of the leadership don't want to take any calls.
All of Them lol
@@augustusbrown5320 - At my current position they will take calls. But many places won't.
That's why you get into leadership lmao move up or move out 🤷♂️
YOU ARE SPEAKING THE TRUTH. After 25 years in a Call Center, I've seen people die at their desk and taken away in an ambulance only to have someone else at their desk the very next day. I knew a woman with cancer they wouldn't let work from home like the rest of her team simply because she wasn't part of a clique.
Wow!
Then the supervisor (team lead) says, "TELL 'EM THIS THIS AND THAT..."
Then the customer says, "DID YOU HEAR WHAT I SAID, I WANT YOUR SUPERVISOR."
Then the supervisor (team lead) says, "YOU'RE NOT DOING WHAT YOU'RE TOLD!"
Then the customer says, "GET - ME - YOUR - SUPERVISOR"
After a battle between the customer and superiors, the quality team will drop the bomb, "WHY DIDN'T YOU GET 'EM THE SUPERVISOR?"
EXACTLY! I should have said that in the vid but didn’t think of it.
Let me tell you.
When they're terrible systems freezes or is slow and you have to restart or reboot your computer, automatically you will be offline and then they tell you that's counted as downtime, and that means they will take from your salary, just because they're systems are poor.
Do we need to talk about the fact Managers and their constant harassment over their team members, why were you sick? What's wrong with you? By law we don't have to disclose why we were sick, but they don't care.
And when you let one call go, it's seen as call avoidance but they don't understand that you sometimes just need to breath or take a sip of water.
Can we please talk about the constant tiredness? I feel so exhausted sometimes that I don't even eat when I get home. Or don't have the strength to clean my place properly. The constant shift changes. Weekends all I do is not get dressed and lay in bed cause I'm tired.
@@GameOn71213 One time when I was being trained on the phone the supervisor said to me, I can hear you breathing on the phone." Really!? Let them hear me breath they might think that I'm alive!
Exactly, working in a call center is horrible, mainly in those situations :(
I swear I feel like a lot of these call center managers are more interested in monitoring you instead of actually helping you. Whenever I got a weird call I always felt like I was being monitored. I would also tend to hear an echo in the call and I was pretty sure I was being monitored.
I’m pretty sure they dial in to an extension as a “secret shopper” just to f*ck with the rep.
Yep, that echoe is them listening
The managers at one call centre has a long liquid lunch that lasted for hours, whereas we got 30 minutes.
They raised heaven and hell not to take over a call, it was hopeless.
I've been watching your channel for some time now Pete. I started in 2017 some time after starting a job at HMRC (The UK's IRS) which was essentially a call centre job and pretty much everything you describe in your videos is exactly how it was for me. It amazes me how pretty much every call centre in the world is set up exactly the same. Thankfully I survived the trauma, and managed to get out, just before my mental health deteriorated completely.
i was briefly considering taking a call center job a few years ago after i was unemployed. Glad a didn’t. Then i found this channel
My manager was NOTORIOUS for this during my brief tour of duty on the phones. She had this white board outside her office that always had “IN A MEETING” in giant, red marker on it. In fact, now that I think about it - the only time I ever saw her was when we would listen to one of my calls or for my six month review. Other than that, she was never at her desk.
I know call centers are awful and talking about it all the time equally sucks but this is some of your best content 😂 you may not have been meant to work in a call center but you were meant to expose just how crappy it is.
Thanks. Thanks for watching.
I worked for a bank call center once. During our staff meeting, they pulled one of my calls up audio and monitored recorded on their presentation screen to me and my co workers. Ugh embarrassing.
You’re spot on about the disappearing and their “meetings” lol. They’re always in some sort of important “meeting” it’s all BS!
Supervisor was never around (and yet he had actual mentoring skills, you need someone like that in a alarm company) and we had...this team lead who would talk down and psychologically torture you. I left after two months, I was not going to let that job break me down.
I remember my first shift at camonawanalee and Morton, so unprofessional, an absolute shambles of a company.
They tell you so much crap during training and when you start work and you're stuck on something, you look up those so called trainers or team leads and they are no longer in the system. Crazy environment.
Fax
I did inbound calls for one year at one company and a year at another. Now i'm transitioned where i make outbound calls (not as frequently). But the weight of what i had to go through before is still on me and feeling burnt out. I should be grateful i have to take less calls now. But still deal with the same bs. Guy the other day said "why do you guys just stay silent when you call me?" and I said "it's because when we call someone we expect them to answer the phone and say hello." Now i think i'm getting written up for it i have a coaching meeting scheduled. The guy was like super aggressive immediately when i called him. And i had angry people talking to me all day so i just lipped off by raising my voice and being a little snarky while saying that. Not my best moment but it feels so trivial.
I deal with this all the time.
Everything you're saying is true but it should also be said that it doesn't stop with team leads and managers. In the same way the agents get shit on, the TMs and TLs are getting shit on by the people above them who are getting shit on by the people above them etc. You only really see the TLs and managers and think they suck but they really have no power or control just like you they're just doing what they're yelled at to do
That’s true.
In my experience, the team leads have no idea about how to answer the calls and are always away from their desk when you require a supervisor to take over the call.
Not to sure what they do the whole shift.
Luckily the ones I was at had many of them that would take calls. One of the places I was at, the team leads and supervisors would fight which person would take the call. 😆. It was super childish.
I'm currently 29 with background in math and last year I got severely injured with nerve aneurysms in both arms because of working in this bull cr@p. Insurance didn't cover sh1t! Love yourselves; your health is way more important than money!! God bless you all!
in week 3 of training now, been on the phones for a week, 5 hr class, 4 hours of that is on phones, the last hour is everything you did wrong. They expect you to learn everything in 2 weeks! 50 hours of training to learn a very diverse company!
The team lead usually does almost the same thing as the manager of your team but for no additional pay, just the hope that they will be able to get a promotion to manager, but...when the time comes to interview and select one of them they say "we've decided to bring in someone from outside". What sucks about this is that you will have to help them with getting acclimated to the job. Basically train them to tell you yourself what to do and discipline you.
Very True
I am addicted to your videos. They are accurate
The same supervisor even told me he didn't want to do calls anymore and just "supervise", code for take meetings all shift!
I wish the managers at my call center were as passionate as you about our mental health as a call center rep lol. Like you say they simply do not care. As call center reps we are treated differently to everyone else in this office I work in. We are just 'bodies' to them - even though they pay my living wage there are the enemy.
Unfortunately, that’s the way it is industry wide.
It is a nightmare and if you have to do the job as a last result for money keep looking for something else. I even did janitorial work which was better than being on the phone with these inbound calls non stop. The managers don't care and they don't want to take the calls and walking around criticizing your work, our wrap time, avg call handle time and all those other ridiculous metrics. They treat you like a child.
Bingo! It’s a very demeaning job.
@@Ptpop Yes and whoever takes a job as a call center manager apparently can't get anything better, at least us CSR's are honest in saying this is the best we can do right now and not strive to be a cs manager. They are all idiots and don't want to talk to the customer so the irony is that their title is customer service manager. Idiots! This place I just left yesterday wouldn't know a decent employee if they had to trip over the person, just a revolving door and they don't care and you're so right about just keeping your mouth shut and don't try to be "friends" w/anyone there b/c everyone is miserable coming in to the job and can't wait to leave. None of the people I worked with ever smiled or seemed a bit joyful - who could blame them in this job that is totally like a sweatshop and who wants to be micro managed like this. Rediculous!
You're right about snacking in a call center. It makes me feel better. Managers seem like they're out to get you, clueless about the work you do or taking calls. Team leads are pulled in different directions, one team lead for 30 people, they also have to answer the manager's questions and people from other teams. And co-workers are trying to throw you under the bus to get points. Call center workplaces can be very toxic. It can have you feeling like you're in a sink or swim try of scenario. But, if you don't have a college degree or technical skill, it pays the bills. You do have to have thick skin because some customers will say some things on the phone that they won't dare say to your face. But I always keep in mind, I have bills to pay. 💪
Invest son, be smart, don’t waste your health, get out of the comfort zone, this is not the only way to make money, but the worst!
Love your videos. You should do a video on how call centers promote wrong people (the ones who are lazy, slacking, and ass kissers) instead of promoting honest work people
I think that's a blessing from God that you shouldn't stay there anymore lol
Hey Pete, just found your channel! Love the content; keep up the great work!
Thanks. Thanks for watching.
Welcome @The Confused Philosopher
@@Ptpop I recall the loneliness and even melancholy of some really sad music playing on the phone system as I was on hold to another department, with the customer on hold of course!
As I told one of the viewers below, I got luckily as most of the places I was at would take the calls. One of them would have the team leads and supervisors fight who would take the call. 😆 🤣
Don't meet the quotas and matrix, they'll get rid of you right quick, unless you ARE a manager but yes, we are just numbers sadly.... It's a huge numbers game. I was let go from a home improvement corporate call center for going over on my non productive time by only 9 minutes ... Like really? Its all the matrix. BTW I love your channel. Have a great day!!!
was the home improvement call center lowes or home depot by any chance 👀
@@kvt72373 Lowes
@@teetortime6739 in training they always preached about how “relaxed” and “chill” their call center is compared to other companies lmao now I know that’s a lie! how did they let you go? Was there any warning beforehand?
@@teetortime6739 I worked for lowes and quit their call center real quick lol
The thing that I hate is when they ask for your supervisor and then you ask what’s going on and it’s something so damn simple they should be able to figure it out without calling customer service. And then on the off chance you’re able to call a supervisor (because you have to ask for permission from the team lead)…they’re never available.
In Australia most large company call centres will pay about $30 an hour, which at least gives you a chance to make ends meet. High cost of living here however…
You’re kidding
This is true when I worked in a call center selling insurance.
You're absolutely right. I've had two managers and each disappear from the floor. Where do they go? A meeting. In which conference room?.. why what do you need?. And the team leads respond to questions fifteen minutes later, they don't care if the customer is holding. 😐
It’s like that everywhere
0:59 that’s so true. I remember actually being ignored when I would ask for help with a customer. The American trainers/managers/team leaders were actually kinder but that was just a few of them. When the American 🇺🇸 Verizon trainers left that’s when the ignoring started. Again I can’t say all team leaders are bad but several of them won’t really be that helpful once training is done. 8:12 I agree.
You are very accurate (no support, high expectations, rude customers and on and on, and on)
Then there are the supervisors that tell you to tell them "your supervisor is not available" simply because they don't want to take the escalated calls
Well if the supervisors are really not available then it's the truth.
We also called them floor walkers but the queue would always build up so much that they would have to jump back on the phones and we were on our own.
Literally doubled over laughing hysterically at this one! It is all sooo true! I survived 5 months at one call center then 10 days at another my mental health is destroyed after that short time! Call center workers are saints! 😁
I am fortunate enough to work at a fantastic call center right now where some of the upper management would take calls when the volume is high but even so our customers and clients are awesome! I think I’ve had about maybe 1 or 2 out of the 100s of calls that I’ve had that gave me somewhat of a hard time but where I am with my company now compared to where I was at Apple Support is night and day
Where do you work?
So I work for Patterson companies which we manage the equipment and sales of Veterinary and Dental clinics. I work specifically on the dental side which my clients and customers are mostly the dentists themselves and office staff but will get the occasional IT person or local branch person of the office calling for technical support with their CEREC hardware and software. But really fortunate to be where I am with them. Good pay and benefits, good amount of PTO, good schedule(work 7:00am-3:30pm Mon-Fri with major holidays being off but if you choose to work are paid double for it and will add an extra 8 hours of PTO to your time bucket as well. Only real metrics they monitored was ACW, no Average Talk Time, no Quality Assurance listening and grading your calls no customer surveys(other than a yes or no on their end if they wanted to work with you again which all of mine have been “yes” just because of how great our customers are in general. A lot of terrible call centers out there(Apple Support being at the top of the list) but I’m grateful to find one of the few that treat me as an actual human being. My time at Apple was good experience but when I got my shift bid changed from a Morning shift Monday-Friday to an 11:30pm-8pm Thursday-Tuesday and was going to be in that schedule for at least a year, my 2 weeks soon followed.
PTPOP This video is spot on!! Lmao I work from home and it takes FOREVER sometimes to get an answer to a question. Keep the vids coming!!!
Never worked in a call center, but I've worked plenty of jobs where the manager is only the manager because he was the last man standing.
More more more more call center videos pleaseeeeeeeeeee 🙏💕💕💕💕👍👍
Actually, I can shed some light on this. They're usually in meetings. About meetings. About meetings. And usually in said meetings *they're* getting griped at by their "bosses." About the site's numbers. And getting pressured to put still MORE pressure on the agents to get their metrics up. Of course "it shouldn't take them more than 5 or 10 minutes" to coach all 30 of their team members on this stuff. And as long as each and every team member just signs off on said coaching without asking any questions or asking for any specific coaching points, or Yah forbid raise any objections, it could. But of course you don't even have to have been a sup to know that it never works out that way.
Not that this makes it right. But TLs... they often just don't have time to effectively SHOW people how to improve on their calls. Or coach people. They have to be present for all the never-ending bitch sessions known as "meetings". And they have to "coach" all 30+ of their team members every day towards perfect numbers, in a *very short* timespan. AND they gotta take sup calls (which are stressful in-and-of themselves)... I'm just saying that TLs don't always have it so cushy. And that the issue isn't always so cut-and-dried. Again, that doesn't make it right, how a lot of them treat the poor phone reps. But as I'm sure I don't have to tell you, the call center is just an f'd up and toxic business model all around.
Was it a bad thing when a customer would ask for a supervisor, and mine weren't around, and I knew any supervisor would give them the same answer, I would directly say "I am a supervisor"? :)
Sometimes the team leads and supervisors would tell us to tell the customers we are supervisors, 😆. The customers know we’re lying, though!
The frontline supervisors at mine aren't horrible but they're stuck having to sling the shit that upper management throws at them. Our department head is one of the most useless people I've ever encountered in my life. He ls literally a real life Bill Lumbearg. He'd shit his pants if he had to do real work. Instead he sits in "meetings" all day and sends out emails that are jargon salad.
“Jargon salad” I love it.
What about the low level tec that picks and picks and picks is relentless and gives you low scores .
Lies. All lies. No managers, no team leads, no “floor roamers” work past 3 pm smh. Evening and night shifts, you’re on your own. ☹️
I am told to say, I am an account manager. If they still want a manager I have to put a template in a chatroom. A lead will take it and then grill me on why I need to transfer. I am close to the end of my call center career and I can hardly wait.
Yeah, they don't want to take any calls. SMH.
We all must work for the same place lol. Call center....has made me dead inside .. unhealthy...and over weight and depressed....
I feel for you
Wish I could get a better job than this
I watch your videos mostly for your personality, I think you can expand your content and be successful in it if that's what you choose to do. I enjoy hearing what you have to say and how you say it.
Thanks
I love your channel ❤️
i have worked in a call centre for 16 going on 17 years , i rather enjoy it , doesnt bug me one bit , believe it or not i even enjoy getting yelled at by customers and the rude customers , as long as i dont have to put up with what i had to back in school with the being picked on and made fun of , im happy.
Were you his supervisor? 😂. Just playing.
@@roxcyn no i am not a supervisor , i do customer service , been with the same company for 16 to 17 years as already mentioned , im just like him , i enjoy interacting with customers , infact i have even allowed other agents to transfer difficult customers to me , which i was able to handle . when a customer is talking down to you , you just cant take it personally , i know thats easier said than done . also he worked in American call centres , i work for one up here in Canada.
@@rayn1ful - that's great. We used to do that, too. When the supervisors wouldn't take the calls or wasn't really a supervisor call.
True
Hey Pete , do you have any comments for the oddball like me who enjoys working in the call centre , i hope you woont think im a weirdo for enjoying the call centre work. im kinda the oddball that never complains and managers and supervisors have said they enjoy that about me. ps no sure if this means anything but i work for a Canadian company and Canadian call centre , not sure if that meast anything.
I have a couple of of friends that spent years in call centers before moving on. What do you account for your success?
@@Ptpop i dont know really , im a very patient and tolerant person. things that bother other people dont bother me that much. i always meet or exceed the sales numbers , but honestly that talk time , company has a set goal and for the talk time i never meet the goal, my talk time is always higher then what the company would like it to be but they never say anything to me about it.
4:30 funny part to me
The most toxic call centers ? Teleperformance. SERVICE CANADA.
Im suprised that rude callers dont worry for there wellbeing, any upset rep has all your infomation etc, think about that! I was a call ctr rep and one caller cursed me out regarding billing, i was being monitered that day and was told next time control the call and do not ask for a supervisor. I was sooo upset i took down that customers info and wanted to call an let him have it at 3am. I never did it but thats me!. Be nice to a rep because you never know!. Also, yes, management is never around, floor reps dont want to help but only chatting with so called friends!. Ive been a rep at Amex, cable, stock transfer and they are all the same but i needed a job. Never again!. Sweat shop , electronic cotten field, chain gang so many names!. Thanks for sharing!
Thanks for watching. I wrote a book of fiction based off of this very thing. Press One For Murder www.amazon.com/Press-One-Murder-Peter-Tompkins-ebook/dp/B07F7LYFXN
@@Ptpop I read the profile of your book on Amazon, sounds real good!. I ordered it! Thanks, I 🥨almost was Jeremy!.