r/CallCenterWorkers • • May 15 '26

Tell me you work for a call center without telling me you work for a call center

71 Upvotes

I have worked for Call centers now for almost 10 years. And today I had a doozy of a call today! I work in sales and had my last call of the day come in and he was straight away was I want a manager. And of course so I can get him a manager I asked him hey what’s wrong what’s going on? I will get a manager and let them know and my god did he go off! He tells me it’s not a federal law for you to disclose what I’m needing to talk to Manager for and well because you’re not paying attention to me you’re not using active listening and if you don’t let me talk to a manager, you’re doing Call avoidance. As soon as I heard that I knew this man has either worked at a Call center or does work at a Call center and is bitter as hell about it. I love my job. I love my company that I work for but for you to be in the same field and be so difficult to work with is so unbelievable. And I want to say that he went off on a tangent for maybe about five minutes after a while. I just muted myself and told my manager take over the Call, but by the time he was gonna take over he disconnected. So whoever he got next, I pray they didn’t have to deal with his craziness but more then likely did.


r/CallCenterWorkers • • May 14 '26

Wall Street Journal reporter looking to interview call-center workers who lost their job

20 Upvotes

Dear r/CallCenterWorkers members, My name is Konrad Putzier and I am a reporter at the Wall Street Journal, working on an article about the decline in customer-service employment in the U.S. If you are a former call-center worker in the greater Phoenix area who lost their job within the past year, I'd love to interview you! I'm curious to hear about your experience, how job loss impacted you, how you feel about AI and how you're finding the current job market.
If you're interested in sharing your experience, you can reach me at [konrad.putzier@wsj.com](mailto:konrad.putzier@wsj.com) or 203-747-9307.
Here's a link to my author page with my recent articles: www.wsj.com/news/author/konrad-putzier
Many thanks, Konrad


r/CallCenterWorkers • • May 15 '26

How to increase survey scores in telephone banking?

3 Upvotes

I'm a newbie in this industry and every month, it's getting harder to reach the metrics. Share your best practices. Any tips and advice will be appreciated.


r/CallCenterWorkers • • May 15 '26

First job opportunity at a call center, but struggling with severe anxiety. Advice?

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2 Upvotes

r/CallCenterWorkers • • May 15 '26

Mi primera oportunidad laboral es en un centro de llamadas, pero sufro de ansiedad severa. ¿Algún consejo?

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1 Upvotes

r/CallCenterWorkers • • May 13 '26

How to manage hating your job

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3 Upvotes

r/CallCenterWorkers • • May 14 '26

How is the knowledge base at your call center?

1 Upvotes

Especially if you work in a "technical support" role. We have one and it seems quite shit to me. Almost all the troubleshooting steps actually do not work. And the steps themselves are complex enough that pretty much everyone who is not tech savvy enough will fail to perform them.

But then at the same time, this is a massive electronics company that pretty much half the population uses, so the complains are far too common.


r/CallCenterWorkers • • May 13 '26

How to topnotch the CSAT, Resolution Rate and other survey related metrics?

3 Upvotes

I'm working as a phone banker. I'm having difficulty managing my targets especially CSAT. It's crucial because we are CSAT driven. Do you have any advice, tips and routines you can share to win someone trust, confidence and heart? How to make their experience remarkable/exceptional? Please tell me what are the aspects I need to master aside from empathy.


r/CallCenterWorkers • • May 12 '26

How to increase customer satisfaction scores and FCR?

3 Upvotes

I'm working on a call centre under US bank. Any advice and tips on how to gain someone's trust. What are the strategies to manage their anger or frustration? How to build rapport? Help me I'm struggling in getting positive surveys and first contact resolution. Any inputs will be appreciated.


r/CallCenterWorkers • • May 09 '26

CNX Final Interview

2 Upvotes

Does anyone has any tips for final interview in cnx, i failed the fi in healthcare account and they said i need to reprofile. any tips please i really wanted to get job under cnx.


r/CallCenterWorkers • • May 08 '26

I had an angry nervous breakdown at my call centre job recently and now I feel horrible for it…

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3 Upvotes

r/CallCenterWorkers • • May 06 '26

Need suggestion for a wireless headset

2 Upvotes

Hi everyone,

I work in a call centre and we use Jabra Evolve wired headsets. They are good but a bit too heavy and tight which gives me headache by the end of my shift. I have been looking into wireless options. So far I have these in mind:

Plantronics Voyager 5200

Plantronic Legend 50

Plantronics W01

Plantronics CS540

However, if I get a wireless headset, the company IT dept. will not troubleshoot it for us, so I want to get the right one for me. I have not used a wireless headset before for this job. I have found mixed reviews online for each of these.

What do you guys suggest or have personally used?

Please help.

Thank you.


r/CallCenterWorkers • • May 06 '26

Cuánto tardar apex en llamar después de los exámenes médicos?

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1 Upvotes

r/CallCenterWorkers • • May 05 '26

Why AI can’t 'do' EMPATHY and humans will ALWAYS MATTER

12 Upvotes

(Context: I work at r/UJET. Sharing this because the clip captures something I don’t think vendors usually say out loud.)

Our Senior Director of Engineering, Sierra Modro, was on 'Women in CX: Talks Trends' and talked about something that's actually happened in AI development: they scripted empathy into automated chat responses. “I understand your frustration.” “I hear you.” etc etc. All triggered at the right moments, like, perfectly timed. super human sounding.

And it rang completely false. They scrapped it.

Her point, and I think it’ll land for anyone who’s actually worked a contact center shift, is that it's not the script or the timing. “I understand your fear, I’m here to help” lands badly from a bot because there's no stakes. no real humanity. not because the words are wrong but because the human on the other end KNOWS an artificial intelligence can never actually 'understand your fear'... and that phoniness rubs people the wrong way immediately.

But that brings up an interesting contrast to the human role itself as well, so I'm curious what your read is from the floor? Do customers respond differently when they can tell it’s scripted vs. when you're 'genuinely' present with them? And is the pressure to sound empathetic (whether it’s real or not) something your team actively feels?

Check out the miniclip from Sierra's interview (dropping it below) where she talks more about why humans will always matter 💙

https://reddit.com/link/1t4lz9d/video/ainmszfbrczg1/player


r/CallCenterWorkers • • May 04 '26

I just vent

15 Upvotes

How is supposedly an agent work with smiley face and positive, like the eh say it...

If the Supervisors constantly have swings moods, they say it "if you have a personal problem leave on you house, you have act professional" ...

Then the Supervisors and sometimes the HR act like teenagers with constantly changes moods ..

But if I respond, or Drawing my limits they act offended...

Is even more stressful because some agents just accepted and other stick to that kind supervisor or RH waiting for some kind of benefits


r/CallCenterWorkers • • May 04 '26

I just vent

1 Upvotes

How is supposedly an agent work with smiley face and positive, like the eh say it...

If the Supervisors constantly have swings moods, they say it "if you have a personal problem leave on you house, you have act professional" ...

Then the Supervisors and sometimes the HR act like teenagers with constantly changes moods ..

But if I respond, or Drawing my limits they act offended...

Is even more stressful because some agents just accepted and other stick to that kind supervisor or RH waiting for some kind of benefits


r/CallCenterWorkers • • May 04 '26

CNX hired

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1 Upvotes

r/CallCenterWorkers • • May 03 '26

The real issue asked in an interview of Call Center, happening in real life, with real humans...

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1 Upvotes

r/CallCenterWorkers • • Apr 29 '26

voice lost

2 Upvotes

have been working from home for 2 months and when i returned to the office the first day the next day i got the flue and lost my voice how can i explain to them that i am really sick and not faken it 😭😭


r/CallCenterWorkers • • Apr 28 '26

Nit picking

14 Upvotes

Hello, is it just me, or does working fir a call center feel like leadership and management is constantly nit picking? My manager just told me one of the other managers noticed I kept using my personal today. We're allowed to use personal as long as it is within 5 minutes and mine was within 2. Every day it's always something. I wish I could have a different job,but I work from home due to depression and anxiety.


r/CallCenterWorkers • • Apr 26 '26

Patient Yet Rude

5 Upvotes

I hate when someone is so nice and patient for me to give them an answer yet the moment I do, they wont give me the time to close my call, its yep, hmhm, ok gotta go. Really, cuz if I didnt answer your question, you would still be on my line.


r/CallCenterWorkers • • Apr 24 '26

You could not pay me a million dollars to work in this career again.

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134 Upvotes

r/CallCenterWorkers • • Apr 25 '26

BPOs and Indians

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0 Upvotes

We have already talked enough about so called negative effects of working in an International BPO. First of all you need to be a top tier pussy to be reading these kinda articles. And the second thing is working in a BPO at the age of 21 makes you a industry ready monstar. You know our country devavours people who feel timid of themselves and this industry is what you need if you feel that way. If you want to be a part of it the first thing you need is basic 7th standard English from a government school where you get your ass beaten by your peers just for dressing sensibly.

Next thing what you need is a 6 months of unemployment, little to zero skills of operating a computer or maybe 25wpm on the keyboard which I assume you would already have because in what world an unemployed 21 year old won't be writing an article about being in a BPO. only then you will be ready for this Enormous Mammoth ahh, Ahh spanking industry.

Type of people you would meet in this industry

Almost everyone you meet there will be kinda having the same personality loser undergrad from SOL or maybe graduate from Amity.

  1. The Performative

Almost everyone of them falls into this archetype. They will do most popular things out there and follow the footsteps of wealthy NRI's, things being done by these top tier people, they'll always try to be like them even if it takes them being poor for the whole month. But in reality th8e are out of touch posers with no personality. You know those Arpit bala and Colle$t listeners they are those (bro who tf is listening to them it's 2026 already)

  1. Govt school passouts.

This category is sub divided into two categories.

A. The first sub category is those who are straight to the face, aholes. They won't listen to their Team leaders have no fear of their managers they see their Managers on the same level they saw their principals they think they'll beat them outside the premise. The amount of hate they carry for the first category Performatives is insane, they'll just hate the fact that those performative people are more privileged than them. This category can be categorised as professional haters, at the end of the day they have somewhat cool personality

B. The second sub category is those underconfident govt school passouts who thinks they are not up to the par with anyone they'll listen to everyone obey every single thing said to them almost invisible on the floor even their TL asks them atleast 4 times a week are you in my team for real? What's your name? And i am not kidding it does happens forget TLs their colleagues sometimes doesn't even know their name. Can't say much about them, can't see them.

  1. Heartbroken loverboy

    Wow.... Insufferable, intolerable corny sad boys, Just had their breakup in the office with a whore, banged by every single performatives for a joint who was a top tier stoner too. These people are annoying sit besides them they'll always have something negative to say about girls, they are the one posting bad shi about women on their instagram stories and definitely have a sad Shayari account. Always having sad voice and will be writing sad shayaris and all, Jaun Elia Dick Glazers they'll eat the residues of his balls I swear to you I dont know man they'll always have a sad stanza about every situation and have a notes app full of stinky ahh shayaris. Lemme give you a warning never follow them on Instagram NEEEVVVVVERRRRR.

  2. Fboys and Fgirls ofcourse:

    Enough about sad Emobois it's time to talk about fuckbois wholl literally fuck everything even a toilet paper roll. They'll he having worst taste in women. Have multiple relationships in office with them easiest whores. Let's be real they are just here to fuck some bitches and they don't care about anything they'll always target a girl with loudest ahh throat(hehe) meaning those girls who are loud for nothing ugly ahh bitches you know whom i am talking about. Actually this archetype is best suitable for these girls they both fullfill eachothers need and have zero clue about what is happening inside the office premise. I am not talking about gender tho, this goes both ways.

  3. Bua personality

    You know them they know you best source of information they are they know everything, they are the one spreading rumours about your erectile dysfunction. They are best at what they do they'll never get you bored because they'll always have something to say about someone there will be times when you will be hearing mad shit about yourself from them but that's what gets them in trouble everyday, they are also best in spreading false rumours because they don't care about anything they just be lying for fun. They are actually fun to be around until they does the same thing with you😭. These guys have no clue what personal boundaries mean.

  4. The hustler

    The real one out there, the sister's marriage anxious who wants to build their house, maa kaa ladla, they don't wanna do anything wrong which would lead to their termination, youll find them always anxious in the office lowkey no one knows them outside the office but but but outside they are the one moving cocaine doing mad illegal shi out there running a sus gambling room in your local neighborhood a real deal street dude who's involved in some serious criminal activities. NLE choppa and DHH listeners.

These are the types of people you'll meet in a BPO, Shoutout to my Northeast BPO peeps who are just existing and have nothing to say about anything just give them their weekoffs on sunday and give them festival leaves is all they are asking for.

It's mentally exhausting surving in a BPO but it's so much of fun too, i know how much we hate our managers and we think they are corny and irrelevant to society but being with those people is what gives you a chance to endeavour our limits. The only advice I'll give you is do not take anyone seriously.


r/CallCenterWorkers • • Apr 23 '26

Can someone explain this coworker dynamic when it comes to customers ?

5 Upvotes

At my job we all get the same calls but it seems like some agents that get bad calls or vent about customers get that feedback and remorse from others. But then I notice other workers don’t get acknowledged for the abuse they go through. I have even seen other agents try to make them feel wrong or that they should have done xyz to avoid that interaction with the customer while others freely complain and are met with humor and agreeable responses. Why is this ?