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

It’s break time!  This is where agents, support teams and even management converge to talk about their experiences.

More often (even in elevators), you would hear agents talk about their last call.  If that went well, then listen to them rant about their worst call.  They tell funny and frustrating stories while they were on the phones.  They are sometimes relieved that the call didn’t escalate.  Others would feel so bad that they had a long call and it was going to affect their AHT (average handle time), while there are those that focus on quality instead.

Their favorite topic would be rumors they’ve been hearing.  Here are some that I’ve heard from the past, which I’m sure you can relate to.

• Promotions
• Terminations
• Comparison of Salaries
• Incentives
• Processes that don't make sense
• Company Stability
• Applying in other Call Centers
• Change in Management

This is also when supervisors take the time to coach.  The center is so hectic that it’s almost impossible to sit people down during their shift, so they take advantage of the 15 or 30 minute breaks.

So, are stories being told during break time fact or fiction?  I would say they are mostly true.  The story might have different versions but the topic is true.  Remember Chinese Whispers?    This has proven that people will always have their different interpretations, however hard they try to remember all the facts.