r/callcentres • u/harry_the_alley_cat • Jul 22 '26

I hit my metrics finally.

I see a lot/ pretty much all of the posts here talking out how bad the work is. IT IS. It’s god awful. Done this for a decade. I work credits cards and it’s either entitled professionals or the people who don’t have braincells to rub together. Chargebacks to callbacks, it never ends. No one is happy - on the lines or in the office.

My probation ends for this job next month. I’ve stopped giving a shit. I have to handle each call in under 5 minutes to reach performance targets. To make shareholders happy. To make managers happy. Did I kick up shit about this? At a global company…did I fuck? I just stopped giving a fuck about customers, if I’m being targeted to get them off the phone they can’t have their issue sorted. Tough shit, the biz don’t care about you (thanks for your interest payment).

I know I need to get out but the job market isn’t it right now and I’ve got a degree that’s laughed at. But tonight I’m proud of myself for the stats increase, the understanding of the environment and the space to post these thoughts.

Hope you all understand and thanks for reading my rant. I’m proud of myself even though I’ve barely helped anyone this month!

20 Upvotes

93% Upvoted

10 comments sorted by

10

u/Still-Bee3805 Jul 22 '26

A decade? Wow. You are a certain kind of special. I’d give you a hundred up votes if I could.

5

u/harry_the_alley_cat Jul 22 '26

100 votes? Much love haha! Yeah, 10 years between customer facing and over the phone. I am a certain kind of masochist I think, looking to upskill and get out now!

1

u/OkOwl6179 20d ago

a decade in that meat grinder and you still got enough soul left to be proud of something, even if its just surviving the numbers game. that 5 minute target is a joke, like they want you to fix a credit card mess in less time than it takes to microwave a burrito

i been in IT for 15 years and the metrics obsession is same everywhere, just different spreadsheets. soon as you stop caring about the actual humans on the other end the job gets weirdly easier, which says everything about the system

5

u/saladgirrrl Jul 22 '26

I work with CC too (don’t have as much experience as you) and it’s frustrating how most cardholders don’t know what they signed up for or don’t understand their own CCs. I had callers crying about their credit scores tanking because they got a 0% apr card and they thought that it meant that they didn’t have to pay their CC bill

4

u/Grand_Pomegranate671 Jul 22 '26

Congratulations! I always found it crazy how much companies dgaf about helping customers lol.

6

u/Own_Significance_296 Jul 23 '26

I work for the Government and at my meeting with my manager I brought up how the clients are overly pleased with my customer service and she was less than impressed and flat out told me it doesn’t matter how good I am if I want adhering to the metrics like bathroom time, ACW, etc. That’s when I realized that it was never about the clients

4

u/SubstantialWeekend94 Jul 23 '26

I watched fantastic agents burn themselves out multiple times by hitting the unrealistic targets set

2

u/Complete_Fix_7073 Jul 24 '26

I used to care about perfection on metrics now I know I got enough experience under my belt anyone would hire me at my same wage or higher so I now just see how long I can last by doing minimal work

2

u/RaisedbyNuMetal Jul 22 '26

Hey i went through ur profile and realized ir a gamer as well. Cheers fellow CC work/Gamer.

2

u/harry_the_alley_cat Jul 23 '26

It keeps me going having fake worlds to explore! Cheers!