Has anyone else experienced working in a call center?

How was your experience?

My manager is very nitpicky.
I'm dreading coming to work tommorow and I haven't even left today.

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4meAndyou · F

Yes. I worked in a call center at Harvard Pilgrim Insurance when the ex became disabled. Then I became a call center manager very briefly, and then I went to work for Verizon doing the same thing for a lot more money.

All call centers monitor your calls for adherence to the script you are supposed to follow, to see if you are ticking off all the required things you are supposed to say. Usually once a month they will meet with you and go over one or two calls, and you should always consider that an opportunity to learn and improve yourself.

Your manager has to do what she does, and it is easier on both of you if you let her know you really want to get better at what you do.

iamnikki · 31-35, F

@4meAndyou I get that my calls will be monitored. The manager thinks we are being idle too much and not working. What she fails to realize is that, it takes us longer to find who we need to call, and look up what we need to go over with them, then it takes to actually make the call and discuss those things with them. Then, if I do the former, and the patient does not answer, then yes, I will look idle before I didn't speak to a person, I simply held a ringing phone. Then I go back to searching for the next patient. This takes like 5 minutes per patient. She doesn't get that. I have a meeting with the supervisor soon (everyone did).

4meAndyou · F

@iamnikki I don't want to advise you to be dishonest in any way, yet, there are times at work where you have to be a little bit of a hypocrite so that your manager will think you are a team player.

I think if I were in your situation, I would ask your manager how she would deal with the problem you are experiencing. Explain that there needs to be some kind of fix so you can bring your numbers up.

Her job is how to correct inefficiency in job performance, and obviously that is now affecting her numbers and she is catching some poo from HER boss. If you throw it in her lap in a good way, asking for help and advice, she will have to think about what really needs to be done to make everyone's numbers meet expectations.

iamnikki · 31-35, F

@4meAndyou Thank you I will ask the supervisor , since my meeting is with her. I will certainly ask how she/ manager (actually the director) would go about it. And the thing is, it isn't affecting my job performance. I'm ahead with my work, she just expects us to be on the phone for the entire 8 hours it seems...not possible, I promise you.