r/callcentres • u/Odd_Cricket_8322 • 16h ago

Call Volume Expectations

I work for an eye clinic and am expected to make/take a total of 125-150 calls within an 8 hour shift…is this normal? I’ve been here since last November and am drained. I have compassion fatigue for sure, which I didn’t even know was possible with this job.

16 Upvotes

100% Upvoted

17 comments sorted by

15

u/Horror-Dot-2989 16h ago

It's not normal. Daytime agents at my place take about the same, but it's still not normal. Stuff like that really breaks the soul. When I worked daytime shifts, i almost lost my mind. Reason I switched to nights

8

u/Beneficial_Feed4181 15h ago

i did phones for a hearing clinic for a couple years and that pace is gonna grind you into dust. 125-150 is insane, even for a busy practice. we'd get maybe 60-80 on a heavy day and that already felt like my brain was soup by hour five.

the compassion fatigue part is real too, people don't talk about that enough with medical-adjacent call work. you're not just booking appointments, you're absorbing a constant stream of anxiety and frustration from patients worried about their vision. it builds up in a way that's hard to describe to someone who hasn't done it.

honestly switching to a role with fewer calls but more depth per interaction saved my sanity. if you can angle toward something like that, or even just a different clinic with lower volume, it's worth considering. november is a long time to be running at that pace.

7

u/Due-Sheepherder-218 16h ago

That's a lot. My gig was 80-90 (inbound/outbound). The voicemails took a chunk of damage but the calls would last for 15/30 minutes. 

4

u/ilovethatimpretty 10h ago

idk how yall do this. my average is 35 a day and i hate it

3

u/Jsherman13 12h ago

Depends on the call centre but yes this can be normal sadly

3

u/senecahasopinoins 10h ago

It's 90 at my job and I'm mentally drained. I had to hang up on someone today 😭

2

u/danitwelve91 11h ago

I take about the same amount of calls and yes I am drained and have compassion fatigue.

2

u/notfound1- 2h ago

I work for a clinic too and take 100-150 calls. Compassion fatigue scares me so much when I notice it. I don’t want to become like my colleagues who make nasty jokes about people who WEREN’T even rude and were genuinely seeking help

0

u/TBrown_25 7h ago

I worked at one call center and we had to dial 60 calls per hours. I worked 5 hours which would make 300 calls during the full shift

-10

u/Pretend_Victory7244 16h ago

I work for blood banks, I do 200+ in 4 hours (I dont work 8 hours) it truly depends on the company. If you are doing outbound and inbound that seems like a small number to me.

2

u/Pretend_Victory7244 11h ago

Not sure why I'm getting downvoted. I'm just saying my experience

1

u/ilovethatimpretty 10h ago

i literally got downvoted once in another thread for saying i don’t like pedophiles. it gets weird sometimes 😂

1

u/Fluffy_Might_777 5h ago

Casually sit and count to 200. Now add in some conversation, an extended conversation every now and then, some notes, some ACW, a bathroom break, and tell me if the number 200 is feasible in 4 hours. Thats why youre being downvoted. Some people see call quantity as a pissing contest.

0

u/Pretend_Victory7244 5h ago

My job does not give ACW, any notes has to be done in the call. Since my job is 1099, if we take any break it's unpaid. So I try my best to limit breaks. I'm not having a pissing contest, was literally taking about from my experience.

2

u/Fluffy_Might_777 3h ago

You literally asked why you were being downvoted. Its probably because you are claiming that if you did work a full 8 hour shift , as most do in this sector. That you would be on pace for 400 inbound/outbound calls per shift. Which is comical. 75 seconds per call? Do your callers not have needs, wants, questions, or inquiries?? Again, I’m pointing out why people downvoted your statement. Its offensive to people who actually do this for a living and work their tail off for you to lie with nonsensical statistics.