Devoted to the call center industry, the agents on the phones, and their managers

I’ve been reading a lot of posts from call center employees and noticed a lot are dissatisfied with their job.  Whether it was just a one liner or a story about their day, it ended up negative.

What do they rant about?

Exhaustion and Stress
Some have mentioned working more than their usual shift to cope up with the calls the center had to take.  Others would literally vent and say they were too tired, taking call after call and their ears hurt from all the complaints, hitting their emotional threshold.

Frustration
They’re tired of listening to their supervisors, who are either incompetent or too arrogant.  They feel they’re not being listened to nor they are getting the benefits they expect.  Some feel they want to do more for their customers but policies are just too rigid.

Redundant Work / No GrowthA couple of agents think it is boring.  It was redundant and felt they were stuck in a cubicle answering calls with no possibility of career growth.

This breaks my heart because these people wouldn’t even start ranting if things were in place to take care of them.  Guidance, growth and training for career development and dealing with the everyday stress are basic things expected of a company for call center agents.

Let’s change this perception shall we?  It may be stressful but a lot of learning is involved, like any other job.  Let’s steer the newbies away from this negativity and avoid committing the same mistakes.