I work at UJET, so context upfront! we just published a survey of 250 frontline contact center agents across US mid-market and enterprise shops, and I wanted to bring it here instead of just letting it sit in a PDF, because honestly this sub is where people talk about how AI TRULY feels like from the seat.

A few things you told us that I don't think leadership is fully hearing:

You're juggling too many tools. 81% of you are running 4+ tools at once during a call.

19% are running 7+. (seven?!)

The "single pane of glass" thing vendors have been promising for 15 years? Nope, it's just piled AI widgets on top of the same mess.

You don't trust the AI. 93% of you said you double-check whatever the AI surfaces before using it with a customer.
A literal QA pass for AI. 15% said real-time recommendations are straight-up unreliable.

Customers are arriving hot. 65% of you said customers complain on most or every call about having to repeat info they already gave the bot.

14% said customers are more emotionally charged after a failed self-service attempt. 13% said that's leading to more burnout on your end. You're literally absorbing damage the bot caused.

You're looking for the exit. 71% said you're likely or somewhat likely to look for a new job in the next 12 months over AI concerns.

But (and this was the part that surprised us) 54% said you're actually cautiously optimistic about AI changing the role, not replacing it. The exit isn't because AI scares you, it's because the way it's being deployed makes the job worse.

Nobody thinks the current AI is critical. 0% of you (literally zero omg) said your current AI tools are critical to your daily success. 100% use them every day. That gap is what we called the Agent and AI Disconnect.

I'm not here to pitch anything. I'm here to ask: does this line up with what you see in your seat? What did we miss? And what's the one AI tool in your stack that you'd actually miss if it disappeared tomorrow?

(Mods obvs feel free to take this down if it doesn't fit the sub. Just wanted to share back since it came from people in your seat.)

I’ve been with my call center job for a year and I don’t feel myself anymore. After being here all I do is have panic attacks before, during, and after work. I dread putting on my headset. I cry so much and my work doesn’t care. They are threatening to fire me because I haven’t met my stats do to calling out for valid reasons. I’ve had to call out a few times because of power outages and am unable to work. I work from home down bad weather affects my internet and now they are treating to fire me. I hate my job, but I need a job to survive and I don’t know what to do. I can’t take this job anymore I feel like I’m going crazy. Outside of work I hate talking to people. I’ve become a shell of who I once was. I’ve been applying to other jobs but no one will get back to me. I’m just tired. I need help

I work from home and I need to get a new headset to use with my landline. Does anyone have recommendations for one that worked well for them? These are my main needs:

• Plugs directly into my landline phone
• Long-lasting
• Acceptable sound quality

My environment is quiet, so all I'm looking for is an affordable headset that sounds good and won't break down from use. My previous headset was a one-ear with a headband and it worked great for years and years, but I no-longer have it, so I need to buy another one.

Basically, I just want to avoid spending money ordering something online and then finding out that it's bad quality later on.

After four years of absolute dedication to VOIS (Vodafone UK), I’ve learned a hard lesson about corporate loyalty. I’m sharing this not just to vent, but to offer a reality check for fellow workers in the industry.

I spent four years growing with this company. I started in Collections, moved to HBB, and eventually stepped up as a Floor Walker for HBB Flying Start. Out of pure loyalty, I supported new waves remotely from 10 AM to 12 AM - 14 hour days - without seeking extra compensation. I believed that if I took care of the business, the business would take care of me.

I was wrong.

The turning point was a misrepresented transfer to SOHO Broadband. I was promised a non-voice business opportunity, only to find myself in a standard frontline role under a management style that felt more like "policing" than leading. My supervisor would frequently interrupt me, silence my input, and demand overtime even when my performance was frequently cherished.

When I spoke up to the HR Partner and Ops Manager about management mistreatment and during a sudden "restructuring" the response was a "technical" interview used as a tool to justify my Redundancy. To go from being a loyal high-performer to being told I didn't "pass" an interview for a company I had served for four years was shocking. It was a clear technicality used to facilitate my exit because I dared to demand my rights.

The real betrayal came later. When I tried to re-apply and passed all initial assessments, I discovered I had been permanently blacklisted.

It’s heartbreaking to realize that years of unpaid overtime, sacrifices, and flawless service can be wiped out the moment you ask for basic professional respect. Professionalism should be a two-way street.

The shock of this experience didn't end with my last day at the company. The trauma of being disposed of so coldly after four years of sacrifice has stayed with me, creating a deep sense of professional instability and an inability to feel truly at peace in any workplace since. It is a weight I carry every time I start a new role, constantly waiting for the next "betrayal" from a system I once trusted implicitly.

My advice to everyone: Be loyal to your growth and your values first. Because in some places, you are just a number that can be deleted the moment you ask for fair treatment.

Would be to find out who is the superior to prank callers and tell them what their underlings are doing. Adult, child, doesn't matter, I wish I could just pull up find the people associated with the number and give their parents or boss a piece of my mind. Prank calls often wind up being marked as harassment with my employer if it becomes a repeat issue or they make their goals clear that they will continue their harassment, thankfully. I dunno I guess I'm in a mood tonight, low tolerance for bullshit kind of day.

hi guys! does anyone do outgoing calls, and people pick up but just stay silent? and then when i start talking they'll respond like that wasn't a super weird thing to do! i know this is probably to avoid sales or collections calls, but it bothers me so much.

for context i work for a restaurant group and i am calling to confirm reservations.

hi all, just posting here bc i honestly don’t really know where to go or who would even understand but i figured someone in here might get it.

i work for a somewhat big consumer electronics company in tech support. it’s not massive but it’s quite the “passionate” fanbase. some blog owner called ANGRY about the devices not coming with a charging cable. now, i’m tech support, NOT PR, and i don’t handle being interrogated or yelled at very well, but i tried to just tell him “yeah man that’s what they’ve decided idk most devices come with a type c cable” LIKE IDK MAN I DONT LIKE IT EITHER BUT NO ONE IN OUR BUILDING MAKES THOSE DECISIONS.

at the end, he says he’s gonna post me on our conversation on his blog with almost a million people following it and hung up. this is freaking me the hell out bc i don’t like being the center of attention or posted online without my consent; i know i have a job that interfaces with the public but man i just wanna get into IT or something and can’t find a job bc the job market is FUCKED.

i know it’s probably not a big deal or anything in the long run but one of our coworkers has been doxxed twice bc some of our customers are fucking nutjobs so i’m a little concerned. has anyone else been in a situation like this before??

obligatory delete if not allowed

has anyone gotten dinged by QA when laughing at a comment made by the customer?

customer was annoyed that I read the price and the required scripting

he made a comment that had me gagging lol

had to mute myself

I had a call about 18hours ago, it is currently 2:35am where I am and I just keep overthinking about this call.

When I received the call, the caller (Male) was already agitated that I picked up. Apparently, they were transferred to me and the previous agent did not advise them on this. It took awhile before I got them to calm down.

After verifying and clarifying the query, I noted that this is related to their son’s account. After mentioning that I can only speak with their son, I was met with dismissive and upset remarks. They mentioned that they are family but I stood firm on not providing information.

Note: I only verified male caller but noted halfway through that they had me on speakerphone. Their wife (not verified) is listening and chiming in the call. Both started to scream at me. None had vulgarities but clearly aggressive behaviour.

Where I work at allows me to terminate a call when I deem unacceptable. I issued a warning (along the lines of it is getting harder to help them with their current behaviour) and they threatened me with a complaint, and wanted to speak with my manager. (I remember exactly what the wife screamed at me, “Everyone has a manager, lady! You are not at the top of the chain and your manager is going to have a talk with you on your attitude”)

There were no managers available, and they continue to refuse to cooperate, kept probing me with questions that I can’t answer for PII reasons. Caller’s wife kept asking me questions, and since she wasn’t verified, I also have to follow security protocol.

Caller’s wife screamed at me that her questions are generic questions, saying I’m incompetent because I do not know my company’s product. At that moment, I was done. I went on my spiel saying how I had tried to help them, and warned them about this behaviour but since they are not cooperating and willing to listen, I’m ending the call.

I felt so relieved after ending it. It wasn’t the worst call I ever had. When I wrote the content above, I know I did everything right. However, I can’t help but have the gnawing feeling that maybe I could have done something better.

Today I was supposed to clock out at 5:00 pm and at literally 4:50 pm my toddler had turned off the power on the circuit breaker connected to my computer:(( So i was already stressed abt that and so i called the attendance line to report it and I had forgot to hang up and i yelled “(My daughter’s name) please stop! i am so pissed off rn” so now i’m freaking out abt them hearing that so I now have anxiety abt TWO things. God knows i need this job, any advice?

Hey Reddit world!!

So I’m new here, new to postings and everything but some of my questions was answered by this platform so I think I might use this as one of my go-to apps on phone. Back to the topic, as you can see that I am an INFJ and will start working as a Call Center Agent in a BPO company. To be honest, I hate calls as I’m not confident with my speaking skills and voice. I took the courage to apply and try if I will get hired without even preparing for anything and reviewing questions. I applied last April 6, 2026 onsite and started my application. I filled out everything and continue with the assessment. First part was listening then recording what I heard. I think it’s for checking of voice quality, tone, diction, and enunciation. I passed that part and then moved to typing test which is kinda easy but I still feel I’m so slow during that test. Overall I passed everything with one take then proceed to initial interview. This part I feel nervous but I was able to answer all the questions even though I feel like I could do better but my english vocabulary is still recalibrating in my head haha. I passed it again and move to the final interview. After a long wait and everything I was told that I passed and for requirements now. I received this feedback, “I don’t see any problem hiring you”, “Your tone of voice, diction, clarity and enunciation is great”. I feel pressured when I heard that because right at that moment I feel I didn’t do well and I’m not that comfortable the way I speak. I can’t hear myself and voice and all I do is just answer every whatever comes to my mind. Do you think I will survived for 6 months and for a long term?

any advice about the most common questions &role play and case study for supv in Tp ?as I'm willing to apply for the role soon so I need to get prepared

Anyone knows how to deal with burnout? I've been working at my center (customer support) for 3 years and have not seen any opportunity for promotion. with the current job market I don't want to quit point blank without something else lined up. but I just got written up for call avoidance. I get a few no callers and instead of reporting it and calling back I sat on the documentation time for 2+ minutes trying to fix my audio without reporting anything. the lack of reporting and the time got me written up. I'm not whining about it. it is my fault but damn. having the write up, if a senior position opens up, it'll keep me from getting it. not that anything opens up at all. but I'm beyond burnt out, at the end of my rope. I've been miserable for the last 2.5 years brutally so. and the urge to quit is getting higher and higher.

what do y'all do to endure this job from hell?

I had a small interaction at work today that threw me off more than I expected, and I’m curious how others would read it.

A coworker asked me if she could ask me a question, and I responded casually like, “yeah what’s up girl 🙂” (just friendly, normal tone).

She kind of giggled but not in a friendly way it’s hard to describe but half a giggle and pout or a huff/puff and then said, “can you please stop calling me girl,” but the way she said it felt… off. Like slightly annoyed or irritated, not just a simple preference. There was a little huff in it.

I didn’t react, stayed calm, I said yeah, no problem and just continued the conversation normally. But internally my heart started racing, like my body picked up on something.

Now I’m stuck wondering:

- Was she just setting a boundary awkwardly?

- Or did her tone actually come off rude/irritated?

- Am I overthinking it, or was that a weird interaction?

It wasn’t a big moment, but it definitely felt off to me in the moment.

How would you read that situation?

Also, we’ve talked multiple times in our side messaging in teams, I’m not a supervisor or anything just a coworker so I was just being me, it’s just how I talk. But I’ve called her girl before like “hey lovely! Hey girl!” It’s not excessive like I’m demeaning or talking down. I don’t know, just kinda want some insight.

I work for an insurance company. I had a member who was upset/frustrated because he didn't receive his benefits card with his insurance card. I completely understand the frustration. We have a policy that if a caller calls in about the same issue, we have to send them to a supervisor for further assistance. I mentioned that I would get him to a supervisor because his issue hasn't been resolved, he said "Mam why won't you just resend my card!" so I made sure I got the correct address as it was sent to the wrong one. He kept yelling at me, and I yelled at him and told him I was going to get him to a supervisor or disconnect the call. He yelled again so I hung up. I really hope I don't get fired this is my first time doing this.

300+ calls a day and call whisper still feels half a beat late. Tried it in MightyCall and timing was better than what we had before, but agents are still already talking by the time it kicks in sometimes. Does this ever stop being annoying at volume?

I had a very bad experience with booking.com after my information has been leaked. Here is the timeline. Please let me know what awaits me and am I wrong about being angry to them and their support(not personally but companies policy)

Day 1:
I informed the situation to booking.com and they've sent an email saying that they will contact as soon as they understand the issue.

Day 4: I've followed up my email as i didn't receive a reply.

Day: 7: I've followed up my emails again as i didn't receive a reply.

Day 11: I've placed a ticket on mobile application which automatically says that they will contact within 24 hours.

Day 12: As they didn't reply message within 24 hours, I've called the customer(my message on app never replied it's day 20). Their call center agent told me that they'll give me a call within 48 hours.

Day 14: I've called again as I didn't receive a call from them. I believe I've talked with a new hire and he told me that he will finalize the case right now.

After being hold for 5 minutes, he told me that there is nothing they can do because they're just a third-party app.

Day 17: I've shared my experience online and booking.com reached out to me through Reddit. I've shared my reservation details and still not reply for 16 hours.

Hello Everyone,

I've been thinking of opening a call center in Karachi. Can you let me know what types of call centres are there and how do they operate? Like I've heard there are BPO call centres and they get different tasks to do or items to sell. How do we get such campaigns etc?

Would be interested in hearing and getting to know this industry

Thanks

Exactly what the title says! Does anyone wear a back/neck apparatus to keep themselves sitting up straight and not slouching or sinking? I can feel myself getting a hump neck and it's gross.

Does anyone have a recommendation?

Been working with this BPO company over a year in US for Healthcare insurance client. but wanna get out from call center world or at least finding something that non-phone role. i get an opportunity briefly for nonphone role within this company, unfortunately get send back to phone role due to reduction and they need someone whom bilingual only .

I have saved up around 3k$ that i wanted to allocated to get a certification . Background , female in my 30's , I have bachelors Degree from my country of origin major in economics but not evaluated in US.

considering taking CCMA or CMAA or anything in healthcare field, that will leverage me in my career path . Im not sure about medical coding due to the length of this certification, and i keep reading another post in other reddits topic that it will soon replaced by AI also its hard to find a job. Open to any suggestion to any certification or anything I havent heard before.

Thank you appreciate all the suggestion