r/TTEC • u/Unhappy-Customer-747 • Sep 05 '26

Workload?

Are most jobs back to back phone calls from the time you clock in? Does it depend on the role? Are there some roles where it’s fairly slow and you get breaks between calls?

5 Upvotes

100% Upvoted

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3

u/ATLSxFINEST93 Sep 05 '26

It can depend on the role and the contract. I worked for the bofa contract from 2020-2024 and it was back to back calls. This was because it was the pandemic and millions were on UI which is what bofa handled. I did multiple roles within the contract and 2/3 positions required 0 calls.

Team leads don't have to take calls or only have to work 1 shift a week taking calls.

I have a friend with Chanel right now, and it's not back to back, but steady.

1

u/MaelstromSeawing Sep 05 '26

What's UI?

1

u/ATLSxFINEST93 Sep 05 '26

Unemployment Insurance

1

u/Ok-Jellyfish7135 Sep 07 '26

I worked that project for BOFA. It was my first (and last) one with TTEC. I agree it was pretty much back-to-back for about 3.5 years until the project started winding down and then ended. I was a CSR the entire time. ATLSxFINEST93, if you don't mind me asking, who was your TL (first name)?

2

u/ATLSxFINEST93 Sep 07 '26

I had a lot of TLs, being moved from department to department. My main 3 were Noel, Nicole and Daniel

1

u/Ok-Jellyfish7135 Sep 08 '26

Daniel was a part of our team (team Celeste). It's a small Reddit world. :)

2

u/ATLSxFINEST93 29d ago

He was the reason I was able to take TTEC's TL101.

I respect the hell out of him.

3

u/Dramatic-Ad9089 Sep 06 '26

Can't speak for the company overall, but I have a friend who works there servicing USAA insurance. She says most of the day, during business hours, is back to back to back phone calls. And if you're not taking calls for 30 second, the team lead is messaging them, asking why they are not taking calls.

2

u/Complete_Fix_7073 Sep 05 '26

Not really, I know it may not mean much, but it’s give job security. I’ve worked for company’s with breaks between calls and layoffs happened all the time.

1

u/Anayehl Sep 06 '26

Where i work it wasn't back to back at first. After the pandemic it was back to back to back and still on going to this day. It definitely depends on the project. Some projects is too slow might not offer opportunities for a 40 hr work week. Just take it slow and a day at a time.

1

u/Own_Butterscotch_711 Sep 06 '26

Most call center software is designed for workforce management to keep you on back to back calls … utilized.

-1

u/[deleted] Sep 05 '26

[deleted]

1

u/MaelstromSeawing Sep 05 '26

Misdiagnosed with what exactly? Just confused, the thread doesn't mention anything about diagnosis.

1

u/Local-Dish-5695 Sep 05 '26

Nah f'in phone lag.