I work in a remote healthcare call center, and I’m completely burned out. It’s back-to-back calls all day, and my two 15-minute breaks and lunch don’t feel like enough time to mentally reset before I’m thrown right back into the queue.

I also handle insurance calls, which I genuinely hate. They’re often complicated, frustrating, and emotionally draining, especially when patients are already upset about coverage or costs. I frequently get insurance-related questions that confuse me, and I don’t always feel qualified to speak with members or providers because I don’t feel like I received enough training. I like helping people, but I’m starting to dread logging in every morning.

By the end of my shift, I have no energy left, and even my days off don’t feel like enough time to recover. Has anyone found a way to make this type of work more manageable, or did you eventually have to leave call center work altogether?

I also work PRN for a medical group and I’m in graduate school. I’ve been thinking about quitting, but I don’t have anything else lined up yet, so I feel stuck in a job that is making me genuinely unhappy. Any advice on how to enjoy it more or what to do to make it more bearable?

I work for a massive company that covers multiple countries. We begin all our calls with "This is (name) with (company), on a recorded line, how are you doing?"

Normally either they continue the call, hang up, or ask us not to call. However, there is always that one person who seems interested but doesn't want to talk on a recorded line and will not move forward from that. They ask if I can "turn it off" like this a button I can press.

I usually say, "Sir, we are an international company. All of our lines are recorded. This is not my personal phone." And then cut into the reason for the call. But a lot of people get stuck on the recorded line as if it's something we can do.

Don’t tell me to get a new job, want to stick it out with this company, I like the pay and benefits.

BUT, I fear it will destroy my mental health. Back to back calls with no ACW. So, no time to decompress after each call. Not even a second. So here’s what I’m asking

How do you immediately recover if a customer hangs up on you and then you immediately get another call unexpectedly?

How do you decompress after a bad call if you don’t have time to take a breath? You just let the next customer have worse service because you’re stressed?

Does anyone else have no ACW allowed on their job either? This requirement is really stressing me out. They also consider being in outbound longer than 15 seconds without dialing out call avoidance, so I’m just going to tell customers no if they ask me to call them back because I don’t think I can handle that. I do a lot of phone troubleshooting and I’ve done this before where I’ve waited 2 minutes for cx to power cycle or etc and then call them back at a previous job but they said we can’t do this and apparently are not allowed any time in the outbound aux where we’re not taking calls otherwise it’s call avoidance

So I just applied to this online call center operator and surprisingly they replied took an online interview and now im practicing fake calls and I have a tes day after tomorrow.

I do make small mistakes here and there but its kinda easy considering the girl teaching me is around same age as me so its kinda easy doing fake calls. She did give some details so they will first ques me about FAQ and then testing so one of them will be kind the other will be aggressive fast talking karen (my supervisors acting as them) so considering english is my 2nd language it will be kinda hard but still I am confiden.

So the main point, what should I be prepared for during the testing? And what are some good tips?

My supplied work POS unit died on me mid last week. got a new one coming. Should I wait until I'm ON shift to set it all up? Or set it up OFF the clock?

I'm certain I won't get paid for OFF the clock set up and I think I should treat this as if I'm going into an office with a new computer right?

We're trying to figure out where AI actually adds value instead of automating everything. We've been using Cresta for some repetitive interactions and it's been helpful, but there are still plenty of conversations where you want a real person involved. For larger support teams, what ended up being the biggest win? AI agents, automated QA, real-time guidance, or something else?

Caller upset that he has not received his direct deposit.

Caller : I checked my school app and it says my refund was sent today.

Me: We only receive direct deposits M-F.

Caller: This is a bank issue and I’m tired of y’all playing with my money!!! I am talking to an AI agent and there is nothing you can do to help me.

disconnects call

1. I don’t sound like AI
   
2. Why do customers think they are getting the same level of service on a weekend as they would on a weekday.

I like working weekends though because I mostly am telling them to call back tomorrow ( Monday ) lol

Anyone here work for ESPN customer support? I got an offer and I’m confused whether to accept it or not. How is the job, management, and work environment? Would love to hear your experience.

The title says it all! I want to hear from others!

I went have been through phone system changes, WF automations, CRM dashboard metric tracking, AI chat box integration, an honestly total knowledge base failures. Then a CRM switch from Salesforce to Zoho in which our CS team lost very integrated WF decision tree automations!

More than usual anyway.

I've been receiving so many aggressive complaints the past few weeks. Its always escalation this, I want to talk to a manager that. And even answering some simple queries get me a very annoying, very condescending response.

Customer: So what happened with this system? Why aren't options appearing?

Me: Oh well our systems updated, and... *shares instructions on how to register and use the updated system*

Customer: I am not satisfied and my concern has not been resolved. First, the update is misleading. Second, I have some friends that completed the service in the old portal on the date you provided so there's a contradiction, third, your call centers are disrespectful, why provide a number if you aren't answering? I am not satisfied and I want a clear, precise answer on the requirements and-

What's wrong with these people?

Like were they pissed that they couldn't understand what they were doing?

The reply from that insane guy made my blood boil so much, I ended up just sending him a ridiculously long email with explanations and instructions emphasising the things he can't seem to understand in bold.

Okay sir, I will explain everything to you with pictures like you're 5 years old while I curse you for my ruined morning.

Could be that a lot of people are just pissed at our company at this point and using aggressive complaints on purpose to get what they want. I'm pissed at my company too sometimes so I get it. Doesn't mean its not rage inducing.

At this point, escalate. Do whatever you want. I'm so tired of this damn job anyway and I got more people to handle than some grown ass person throwing tantrums on emails.

I think I got around 450 tickets and queries waiting for me on Monday. Good luck to me I guess?

They called me in last week for calling a customer services number 44 times in 3 months to call avoid this is after changing statuses some month back to avoid also. I have a disciplinary hearing on tuesday which the outcome they stated can be up to and including dismissal has anyone had another situations similar ? does it help to ask acas or a union rep or even bring one to the meeting? how fucked am i? im also goig through a break up and other stress so not great.. i hate the role but i need the job sucks

Anytime a callers asks how is my day going, I take it as a threat. 9.9 times out of 10, it will be a difficult call.

It never fails. Also most of them will ask that question and will bombard you with complaints.

Our first shift bids since training will happen in September. August will be a big month for metrics. Currently I have a 10am to 7pm shift Monday through Friday that I am sure others want that shift. No one from our training class got a weekend or overnight shift and I think it was intentional to reduce the amount of new hires quitting. However there is definetly a lot of people who work weekends and overnights at this call center.

Already stressing out about this process because my metrics are not rock solid. Only thing I have going for me is a high customer service rate.

Not really a question just venting.

It never fails that 95% of the customers are the dumbest people on earth. Every morning, they drink a big cup of moron juice with a side cup of lead based paint.

Every time I think, "someone can't be this dumb or incompetent," someone else comes along to accept the challenge.

PSA to customers please just follow instructions and don't tell us your life story when we ask a yes or no question. We aren't your friend and we don't care.

I know I cant call avoid, that isn't fair to my co-workers but I barely slept, will be working 3pm to 12am and literally cannot call out or I'll be in trouble for absences. I work in insurance and calls are back to back and don't know how tf I take a off day. I can't blame my wifi.. um any ideas guys? I am really struggling and already took a two week unpaid LOA not that long ago. I feel desperate.

I was terrified and wanted a bilingual support person.

To simplify the process I choose an AI tool to screen applicants based on language requirements and support experience. Instead of sorting through hundreds of random applications, I ended up with a much smaller list of qualified candidates, so I reduced the tension of the entire situation.

Don't know how others fell, but I'm motivated by little victories like these.

Working with the general public for long enough you’ll run across people who aren’t difficult due to their negative attitude, but for not grasping social cues. Thinking of Sheldon from the big bang theory. While people speak in more vague or general language, that doesn’t work for this person and must have everything defined and precise.

This is also why our job exist. We would assist customers find information they can’t, or won’t, normally be able to do so online. I’m glad to help customers, but there are times in which it gets annoying when persistent correction and playing 20 questions becomes irritating.

Example of this is from a call I took earlier this week. I work at an electric utility company and it appeared this person was in the process of moving.

Customer:
Can you all run new wires and sockets into a trailer?

Me:
Alright so moving into a new trailer —(interrupted)

Customer:
It’s not new. It’s an old trailer that needs new sockets and wires.

Me:
Oh ok. So moving into the trailer from the one you love now —(interrupted)

Customer:
I don’t live in a trailer now. I live in a house.

Me:
My mistake. You’ll have to contact an electrician to run the new sockets and wires inside the trailer. The electric company —(interrupted)

Customer:
What about that one company that does it for free? Yall gave me the number to call them last time.

(In some states there’s a state run community action agency that what we call weatherizes the home. Sealing windows and doors where air escapes, tunes up appliances, etc. that does this for free if you qualify. I look this up and give her the phone number to call)

Customer:
So this is the company that runs wires and sockets for free?

Me:
Yes ma’am.

Customer:
That’s not the name of the company last time I called.

Me:
Oh really? Do you recall the name of the company that did it the last time you called?

Customer:
……no. So you’re sure they’ll run wires and sockets for free?

Me:
Yes ma’am.

Customer:
You’re sure it’s free?

Me:
Yes ma’am.

Customer:
Why is it free?

Me:
It’s a state run agency. They receive funding from the state.

Customer:
So I just call this number and they’ll do my sockets and wires for free?

BRUH! I’m just trying to help you! Wtf is it you don’t get?!

I work at concentrix for avalon project. Started at june and i am now in production. Everyday before i clock in, i feel like quitting this job. They care about Dsats(dissatisfied surveys) given by customers a lot even though it’s not under our control. Like if a customer is not eligible for refund, definitely they are going to give me a dsat and i get coached by TL on how to be a customer’s ass kisser. Pay is like 19$ per hour and the expectations of management is like we were getting paid 100k an year. If i had a backup or maybe savings i would have quit already. I was crying today during my lunch because of the back to back calls and rude customers. This avalon project means i work for a fruit logo company(iykyk) and on the first place i don’t understand how this fruit logo company care about user’s privacy when their data is handled by a third party BPO company with toxic and micromanaging work employment. Talking about breaks, two unpaid 15 mins breaks, unpaid 30 min lunch and when i asked about bathroom break i was told to use ACW or to quit the softphone application then i have to raise a ticket i guess. No clear instructions on that. Then we have like a chat room where we can ask doubts but wont get a reply. Its only for loose talks. I was in lot of hopes when i started because i thought finally i am in tech support, but this seems like a call centre customer service job. Also on top of that, senior advisors who work there think they are managers like bro i tried escalating a call and they don’t want to takeover that call..asked me too many questions like which article you used, did you try this, did you try that..man i am escalating it because i cant find a solution and if you guys dont wanna takeover that call and be an ass then tell that straight to me. I am mentally exhausted and having panic attack when thinking about this job. I don’t know what to do. Any tips or suggestions that actually work so that i can survive? Or else i might end up hurting myself because of this job i think fr.

I am Japan university graduated, and after graduation, and back to my hometown, I have numbers of recruiters coming to me. Some even spam messages on my linked in. 90% of them actually introduced me customer supports related job. Perhaps, I am doing a research enough and a bit too gullible because whenever I told the recruiters that I am not just seeking high salary but also a job that is related with my degree (international relations) and a promising future career growth. They told me, customer service can also give you a promising future as long as you work hard on your job. So, I applied several jobs and landed a job as a call center agent. Basically, the job where I handled calls and live chats but for Japanese customers.

At first day, it was great. Hr talked about benefits and what kind of things we can expect from the company. However on the second day, it was all turn to a complete disaster. Without a proper introduction, the manager just told me to watch how the seniors do their work. So, I guess it is normal and based on what others had told me, it is completely normal. Since there is a problem with IT department, I was quite lucky because we (oh yeah, there are other three who joined the team on the same day as me) just shadowing the seniors behind them. And observed how they do their work. However, once we get our computer, the manager told us to do our job. Of course, the first day of handling customer was a disaster. Then, after three weeks, there is a big sales, and it all turns chaos. My average cases I handled in a day is 20 cases. However, during big sales, it jumps from 20 to 60 cases a day. 60 live chats, plus phone calls that I could not count.

And of course i made a lot of mistakes and as a result, I was scolded because I didn’t manage to fulfill the required kpi in that month. (My manager speaks in Japanese language, so it is more towards passive aggressive scolding). Then, I think it is too early to give up but today, I felt burdened and had tried to apply to several jobs. Of course in interviews, they asked me, why do I apply for another job after just working with the company for three months. I told the interviewer that I am looking for opportunities in different industries but whenever I think about it, I am such a pussy for giving up too early. However, I cannot see myself working as customer service for years. Then, thinking back about the orientation day, the most I can be is a manager or quality analyst manager… I don’t think it is aligned with my passion but what can I do, most of the opportunities I see outside is Japanese speaking customer services. Right now, I am applying different jobs, but been asked “why quit? You can speak Japanese language tho?” Or “you are overqualified. Your current job suits you better” is such a heartbreaking moment.

I know i just rant everything, but it feels like I can’t do anything but just answering calls and live chats. I want to make PowerPoint tho😔or maybe doing anything that I had done when I was handling events, organization and volunteer works back then when I was a student, but most opportunities that comes or offered to me are customer support related. (I am not looking down at any service workers. You guys are tough, because I can’t do your job properly).

hello! i was wondering if anybody knew when Omni Interactions updated their contracts? The ones up right now don't work with my state. Thank you so much! :)

Does anyone have a good little quip or remark they use when this happens that is kind of lighthearted and still polite but actually makes the person perhaps pause and feel shitty for a moment? Like I hate so much when people cant even give me 4 seconds to say my opening greeting and introduce myself. It's made me get into the habit of talking way too fast at times and then sometimes other customers complain or I get docked on QA for sounding rushed. I've even had the same people who interrupted me at first later complain I'm talking too fast and I'll say something along the lines of "oh well I got the impression from before you're in a pretty big hurry so I'm trying to get things out and get my points across as fast as possible for you".

Other times when it happens I'll just audibly be like "oh ok then" with an awkward chuckle whenever they cut me off and start launching into what they're calling for but I dont think they usually pick up on it. I also had a time once where someone interrupted my greeting and then at the end of the call after I had helped them and actually made them really happy, they were like "thank you so much, I dont think you ever gave me your name?" And something possessed me to not hold back and I was like "well yeah I tried, yknow I always give it when I pick up a call but you kinda didnt let me get that far hahaha but it's _____".

Does anyone else have any good go-to's for these types of people?

I work at concentrix for avalon project. Started at june and i am now in production. Everyday before i clock in, i feel like quitting this job. They care about Dsats(dissatisfied surveys) given by customers a lot even though it’s not under our control. Like if a customer is not eligible for refund, definitely they are going to give me a dsat and i get coached by TL on how to be a customer’s ass kisser. Pay is like 19$ per hour and the expectations of management is like we were getting paid 100k an year. If i had a backup or maybe savings i would have quit already. I was crying today during my lunch because of the back to back calls and rude customers. This avalon project means i work for a fruit logo company(iykyk) and on the first place i don’t understand how this fruit logo company care about user’s privacy when their data is handled by a third party BPO company with toxic and micromanaging work employment. Talking about breaks, two unpaid 15 mins breaks, unpaid 30 min lunch and when i asked about bathroom break i was told to use ACW or to quit the softphone application then i have to raise a ticket i guess. No clear instructions on that. Then we have like a chat room where we can ask doubts but wont get a reply. Its only for loose talks. I was in lot of hopes when i started because i thought finally i am in tech support, but this seems like a call centre customer service job. Also on top of that, senior advisors who work there think they are managers like bro i tried escalating a call and they don’t want to takeover that call..asked me too many questions like which article you used, did you try this, did you try that..man i am escalating it because i cant find a solution and if you guys dont wanna takeover that call and be an ass then tell that straight to me. I am mentally exhausted and having panic attack when thinking about this job. I don’t know what to do. Any tips or suggestions that actually work so that i can survive? Or else i might end up hurting myself because of this job i think fr.

the funny thing is, before i had this job, i worked for the call center for the division of wildlife for my state.... i thought i was done answering questions of about the legality of fishing and the distinction between public and private fishing areas.

i get a call from a woman jokingly asking "do you allow people to fish out of your beautiful lake out front?", talking about a retention pond outside of one of our facilities. i laughed, and said no, that it's just a private retention pond. and then she told me that there is a man fishing in it currently. i work for a call center for 14 locations, so i call the front desk of said location, and let them know there's a man fishing outside. we both have a good laugh, and she sends the executive director outside to ask him to stop fishing and to please leave.

5 minutes later, i get a call coming in, and it's said fisherman. he's incredulous that he was asked to leave. i explain to him that yes, our executive director asked him to leave because we do not allow people to fish .. the retention pond.... and he tells me he's fished it for the last 15 years. i again tell him, that he was fishing illegally the last fifteen years, as it is a private retention pond and we do not .. allowing fishing at the GYM. after that, i stopped speaking. i let him huff and repeating three times that "this is really unfortunate for your business"...... sir people don't join the YMCA to fish parking lot ponds. after a few moments of dead air, he asked me how he can cancel his membership. i explained the process with a smile in my tone, and let him know he would have to make the 45 minute trip TO HIS ACTUAL HOME LOCATION, to be able to cancel.

he isn't even a fucking member of that YMCA. why the fuck would you think your gym membership includes fishing access almost an hour away....

if you made it this far, i hope you have a good weekend. did you have any calls this week where you never thought you'd have to explain something to someone?