Call Center Blues
Hey, all. I recently became employed to a company as one of the call center representatives. I do both inbound and outbound. When on the job training began, I noticed a change in me.
Usually, if I have to get up to go to work, I feel neutral about. Maybe a little miffed I have to wake up and go somewhere, but nothing out of the ordinary. But with this job, every morning I wake up and know I have to clock in, I get horrible anxiety. And I’m usually not so easily stressed out.
I’ve had a few bad apples on the calls daily, most memorable one being me doing my script and accidentally saying how can I help you to an outbound caller only for him to flip his shit and screaming you called me and I’m about to start class.
I’m not sure how other call centers operate, but here we have two 15 minute breaks and a 30 minute lunch for full timers that earn 40 hours a week. There’s also a system installed into the desktop that monitors our time. I got flagged twice for a call taking over 20 minutes when I was trying to get a hold of the right department and looking up multiple patients for a nurse. I was informed my supervisor got notified of it as well, adding to my stress.
Time between calls is too short, they want us back to back under 30 seconds. Time between the next calls doesn’t leave enough time for myself to breathe and relax. We get so many calls daily, too, and I’m introverted trying to push myself to do this job.
Not to mention I feel like I could be responsible for a patient not be able to receive medication that could be the difference between fine and in critical condition, adding more stress.
I’m just tired of working in this type of field, I don’t think I mind the calls too much, though, I definitely would prefer strictly text chat if that’s even a thing. I don’t know if maybe I’m just new still and it’ll get easier or if this company just isn’t the right fit for me. I’ve already started looking for other jobs, even considering switching even if the pay is lower than the $15/hr I’m making working for this company at home.
Suggestions or comments?