Half the people that call in to this financial institution doesnt have a clue how a financial institution operates and works... they don't know how to do a password reset.. they need clarification for every simple step... they dont know what fees are and why the occur... they think that just because there join on there relative or wife's/husband account they can call in and just do whatever they want on there joint owner account. i think to my self maybe in school instead of teaching the circumference of a circle how about we learn how real life shit works as a adult. but even then it would probably just go over there heads. Idk man call cneter work has taught me alot about the world and thats that a good chunk of people are oblivious as absolute hell as to what goes on with there accounts and how everything works.

Some dimwit with the comprehension level of a plant (no disrespect to plants) tried to shout at me, and I just wasn't having it. Hung up on him.

Some of these customers simply don't take no for an answer. Also, he tried to play the "nice, respectful customer" at the beginning. Thankfully, I pretty much ignore all their attempts to soft talk and make you drop your guard, i always keep the conversation transactional no matter what they say.

When he finally showed his true colors, I didn't care and just hung up. If QA pulls it up, I'll probably get coached for not "de-escalating" properly or whatever that means but I do not care at this point.

I will literally do anything apart from this job, I am losing my mind slowly.

Supervisor pulled me to talk abt a call a week ago but let me go bcs it was my break and they had a meeting to go to and so we didnt end up listening to more than a few seconds. Its been a week and she is just not following up. In an hour, we are going to have a meeting.

glad to get off the phones for a bit, but its barely worth it. being coached for yawning or accidentally stuttering or smthn is so nerve wracking. i also hate my voice and i hate listening to it. i hate being nitpicked for being alive. i hate being chastized for the smallest mistake.

Like jfc... if such a small error causes a meeting this long, they must rlly be justifying their own jobs

Edit: penalized for background noise. My room is quiet. I genuinely have no clue why theres noise. Not a single thing i can do abt tht. sounds to me like a system issue idk

I'm not even sure why I'm posting here or what that would accomplish. I guess I just need to vent because I've wasted my entire lunch break crying in the bathroom, again. Had a call just before lunch where these two old people had let their account sit with no activity for nearly a decade, and this month it had finally gone to escheatment. It was basically all the typical shenanigans, insisting they never got any of the letters we sent them, saying we were stealing their money, circular fucking conversation in which I had to keep telling them that it's out of our hands and they need to reach out to their state's department of revenue to file a claim and they kept asking if they realllllly had to do that or if we could do anything to help, and then finally after 40 minutes of this insanity, they got pissed off and kept trying to interrogate me about unclaimed property law. As if it's the financial institution's fault for following the law.

I envy people who can let this stuff roll off their back, it gets under my skin so badly that it sticks with me for ages and I don't know how to be more resilient and it makes me feel like a child.

I just can't deal with the entitlement, the stupidity, the complete lack of personal responsibility. These people had a decade to do something about this, to monitor their accounts, to just be fucking adults. Meanwhile I'm expected to coddle their fucking feelings, and I'm going to be honest I can't even pretend to have empathy for these people anymore, I hate all of them so much it actually makes me a little ill sometimes. It didn't used to be this bad but lately every call like this makes me so angry that I feel like I physically can't contain it, like I have to get it out by hitting something or ripping my hair out or I don't even know.

My one saving grace is that the call is too long for QA to pull, so no one's going to hear it unless these sacks of shit escalate it and it gets listened back to.

But yeah, I'm fucking miserable and I'm stuck here thanks to daycare logistics, if I wanted to get a different job I'd have to find somewhere else for my son to attend school and wait lists are like a year out. No joke this job is sending me back to therapy because at this point the burnout is even following me home.

Less than a year ago I was at a gov workplace where after training, I got assigned to the call center unit to take a bunch of angry client calls, which wasn't what the job was initially advertised as. After doing that for a bit and talking to my therapist, I ended up giving notice and going back to subbing while looking for something less anxiety inducing and toxic. However lately my ex coworker who I trained with and got assigned to a different unit (not cc) dmed me to tell me they celebrated their year there and were wondering how I was. I never told them I went back to subbing and just said I moved onto a different opportunity. I prefer to keep my current life private but am also looking for other optimal opportunities. What would you do or say in this case?

It makes me feel better seeing the queue during lunch and thinking "damn, i have 30 minutes of not doing that. theres people waiting and its not my problem right now"

Ive been working at a bank call center for a couple months now almost done with training and it’s not the worst tbh but im ngl ive noticed that when i look at people publicly i look at them differently as in these are the people that call in everyday and say smth ridiculous cause they feel like they can act however over a phone call does anyone else feel this way

I plan to bring my wfh pc to a different U.S. state for the holidays for family reasons. I did this in the same state last holiday and my job (concentrix) never noticed. However, I told my lead I had done that and she got very serious and told me I shouldn't have told her.

I guess even switching houses in the same state is something we report, and we can't do it temporarily?

Well, since I got away with it, I do plan to bring my pc with me to see family in a different state, not report it, and just clock in at the same time I normally would in my new location.

I'll return back to my actual address in my actual state in less than a month, about 20 days.

I don't see anything going wrong unless they can spot my location, but I don't think they do?

Does anyone have insight or experience on this before I lose my job on accident?

The customers suck
My supervisor never here but always wants to point out my wrong doings
The company has policies that make customers upset and you have to talk them down do you don’t get a bad review (doesn’t work)

Does anyone know where I can find a non phone remote job? I seriously can’t take the stress. I’m always annoyed with this job

Update: woke up and the queue is full of calls only a couple of us available and the calls today have been terrible smh applying to new jobs while at work today.

Also if yall want to use this thread to vent feel free!

So people call in requesting information. Before they hang up we're supposed tell them about our website aka stop calling us and go online.

But most of the time as soon as they get their info they hang up, understandably, and dont want to spend an extra 30-60 seconds to listen to an advertising spiel. Yet we get penalized in QA when the caller rushes off the phone and doesnt listen to our script.

Why are we getting penalized for something out of our control?

I’m so burnt out from working in a call center. After spending eight hours getting yelled at, I’m still expected to sound enthusiastic and build rapport with every single person who calls.

I understand being polite and professional. But why does every interaction need to become a personal connection?

If someone calls to check their balance or fix a simple issue, why can’t I just help them and let them get on with their day? Personally, that’s the kind of service I’d want.

It’s exhausting having to force small talk and make sure I say the right things for a score, especially right after someone just took their anger out on me.

I don’t even get a minute to recover before I’m expected to be cheerful for the next caller.

I care about doing my job correctly and getting people the help they need. I just don’t have the energy to manufacture a connection on every call. Why isn’t being respectful, accurate, and helpful enough?

Anyone else feel like the rapport expectations are burning them out just as much as the callers?

It still to this day baffles me that customers do this... it literally never works, never has and never will yet they try.

They may think they have won because they HAVE succeeded in making us think they are stupid, but it's not in the way they think..... they THINK we will cave and just do it for them, nope... I don't know about y'all but I like to make them look and feel stupid for even trying this tactic doing the following:

• Socratic Method: Asking hyper-specific, step-by-step questions that force the customer to look at the screen, locate the exact field, and read the information out loud.... Then i ask if it is an instruction if they did it, then tell them to do it when they inevitably have not.
• Anchoring to Policy: Calmly repeating the required verification or action steps like a broken record, making it clear that the system or rule cannot be bypassed just because they are "confused." this continues until I get annoyed enough to make it my supervisor's problem. (we were told not to hang up to save on metrics and to just raise it, doesn't matter if the idiot is wasting time), then I hang up if they still wanna be dumb.

rant over, what are your stories and methods for dealing with these idiots?

Humour is a high level language skill, puns are hard, clever word play, irony etc

Please lower your standards and just keep things simple and direct. Hell honestly that's the best thing to do in general regardless of language.

We got hired to do the job, that's all! Please don't expect too much

If someone's skills are noticeably weak, they still got hired and have the base skill needed, so drop the attitude!

Just a vent.

I understand life isn't perfect and needs to balance out.

I have family members that work in admin and complain that they have to do their co-workers work when they off sick but the coworkers don't reciprocate and the manager says nothing.

I will rather do my lazy azz coworkers extra work than be on these g'dmn calls - i do first party collections😭💔

I wish my callers would fucking understand that we have AHT. I seriously fucking do. Then they'd tell me what happened. And then include unnecessary information like because of this, x happened. Yada-yada. I fucking get it. You're miserable because of that? Yeah. I'm so sorry that happened. But just tell me the gist of what happened to your account and let's get done with it.

Your ranting only made it so complicated to me on how I can help you because you said a lot of stuff and it's hard to wrap up what exactly should I do.

Besides, I'm not a therapist nor a psychiatrist. Even if I was, it's not part of my job and if we'll try to console you, it'll just ruin our AHT. And our TL's who are our QA's would reprimand us for going personal with you.

Thanks to you, my AHT got ruined so I had to hope that the next call would be a very simple and short call. But good luck if it will be a short call.

Also, fuck the management for thinking that a 7 and a half minutes AHT is good for life insurance reps and then expecting us to deliver high quality service to our callers. Such delusion.

Seriously, what makes people think it’s okay to call customer service and immediately start being rude, yelling, and using profanity? I work in health insurance customer service, and most of my calls are with people 65 and older or people on disability. I understand that insurance is frustrating, trust me. Half the time, I agree with you! But PLEASE understand that I’m just an employee. I’m not a magician. 😭 I can’t magically remove your copay. I can’t waive your late enrollment penalty (which I think is bullshit too). I can’t change Medicare rules, and I definitely didn’t personally create your insurance plan. while I understand that people are going through things, I don’t need to be cursed out or have someone take all their frustrations out on me over something completely out of my control.
The craziest part? My job itself isn’t even that difficult. It’s the PEOPLE who make it mentally exhausting. I could genuinely enjoy my job if I didn’t have to deal with so much unnecessary attitude and disrespect every single day. I’m so tired of being someone’s emotional punching bag just because I answered the phone. People suck, man. Rant over. 🙃

I have had multiple incidents happen today and it's insane that I am expected to just get up and carry on as if nothing has happened. One caller was going through a mental health crisis and spoke for like 25 minutes, my job is nothing to do with mental health. I can't deal with someone else's mental health crisis when I'm having my own. Various customers screaming and shouting at me. Then my last call of the day was someone making threats to kill people so I spent my time on the phone to the police. Again, nothing to do with my job. 5 minutes after getting off the phone my shift is over and I'm in the store across the road buying dinner and no one there knows what I've just had to deal with. No team leaders, they all went home early. Not that they would care anyway. I'm just expected to keep going. They say oh take your break, ok sure I'll try and fit having a drink and a snack, a break to stretch my legs, going to the toilet and actually recovering from a call like that into a 15 minute window. Or oh you can talk to us about any issues, then get made to feel stupid become they say what do you want us to do that's the job you signed up for, take your break. Looool.

Had a call where a lady was screaming and yelling at me on why she had to pay $4,000 for a hospital bill, when she has coverage. I see on my end that her plan started this month, so... when she finally stops cutting me off and allows me to speak. I ask her when she visited the hospital. And she told me 2 - 3 months ago. She proceeds to yell and scream at me, saying I'm not doing my job as a health insurance agent by making her pay that bill if she has coverage. I tune her out and start scrolling through YouTube on my phone, while maintaining a calm and worried tone. Offering to connect her over to our Customer Service team.

She proceeded to yell more.... and I'm just surprised at how calm I was, normally my heart would beat really fast and I'd feel like I was sweating... but no! I was calm! As I placed her on hold to connect over to customer service after probing her more on what happened... I was able to realize that some people are actually entertaining when they're angry.

Is this normal for anyone else though? Going from easily being affected by someone yelling at you, to now just smiling and nodding along like nothings actually happening?

I am a recent college grad who, after finding no work in my field, became desperate and applied to a bunch of jobs. One of which was a call center. I applied to it because it seemed like relatively easy work and I’m used to talking to the public. The pay was also not bad. I hated that I would have to work night shifts and holidays, but it wasn’t the end of the world.

I got past the phone interview and went in person, and the center seemed like a soulless atmosphere. The managers were nice enough, and the job seemed way easier than I had anticipated (you follow a script the whole time and refer people to certain medical offices based on the doctor they’re looking for). The calls would last about 2 minutes tops.

I got a call back from the recruiter saying I got the job at $23 an hour. She made a remark I thought was odd, which was that the manager thought it was unprofessional for me to take my phone out. I only took it out after the interview to check my calendar availability to give to them. The manager wasn’t even in the room when I did it, but I guess she saw me through the glass window of the office. How else was I supposed to know if I need any specific days off?

I initially asked them to raise my hourly wage to $25 an hour considering I live in a HCOL area and was paying off heavy student loans. The recruiter said no and I politely declined the offer. She then called back a day later and said the manager had agreed to pay $24 an hour. I said I would need a few hours to decide, since by then I had decided to look elsewhere at a job I would enjoy more. The recruiter said something like "yeah I can tell you’re not gonna take this job seriously" and I said "whatever yeah you’re probably right".

I ended up getting a job as a receptionist at a leading research hospital in the US and I start next month. It’s a world renowned center, and has a professional/compassionate atmosphere. I’ve only heard good things from everyone I know who works there. But the pay is lower at $23 an hour.

Did I make the right decision by taking the hospital job as opposed to a higher paying call center job? Are call centers that bad to work at, or would I have been able to suck it up for higher pay?

I see a lot here stuff like "how do you stay occupied?" "i dont worry about that, i take back to back calls"

Regardless of volume, im bored. Doing calls is boring. Back to back is just boring and stressful.

I honestly farm on royale high on roblox in the background. That is also monotanous and boring but at least i get dopamine from seeing my game money go up and its really easy to do. But its sooo boringggg regardless!

Customers who keep repeating the same thing make me want to jump out my window

I'm in retention and 90% of my calls go like this:

"I'm not happy with my price, it's went up £100 and I think that's far too much."

"Alright reads retention script explaining rising costs, so let me have a look at that for you and see what I can do."

"I'm just really not happy with the price, it's really ridiculous."

"Yeah, I understand that. Let's go and have a look then-"

"I just don't know how you can justify that increase, it's totally a disgrace to increase that."

LIKE YES, I KNOW. I GET IT.

You don't have to repeat yourself 200 times about how terrible the price is. I gathered that from the fact you called in the first place. You're not some unique case.

Even as you're going through their information to try and reduce the cost, they'll repeat how terrible the price is after everything you say and just go on and on.

I genuinely don't know how to manage these calls without eventually sounding frustrated.

Eventually I lose my cool and say something like:

"Yes, I know you're not happy with the price, as you've explained multiple times. I do appreciate it is a lot of money, so let me do my job and try and get the price down for you."

How do you deal with customers like this without losing your patience?

Hey guys what's your opinion on this because most of the BPO's have an immediate joining but have an absurdly long notice period. Especially in India where it can go upto 2 months. And if you give an on spot resignation they will not give you an experience letter and your pf status still shows that you are working for that company for 2 months which will get you kicked out of the new company you just joined.

So, i work at home as a dispatcher, And i just saw that the company is deciding to include AI Dispatchers. That will do all the simple task while we focus on the "hard task" i have a feeling if it not too long they will also implement it to do other difficult task. has anyone business implemented ai as a customer service rep and how is it going? i am not one of the anti ai people, but i see the sign what can happen if my work load gets even lesser as i work overnights and we don't get many calls as we speak.