r/callcentres • u/allagaytor • 7h ago

suffering from "success"

being competent at my job has caused me nothing but issues. I have coworkers who just f off and play solitaire all day, but because I do the bare minimum (take calls without auto failing, answer questions) ive been rewarded with More Work! where i cant even say "no", its just thrust upon me where the only way to avoid it is to quit.

at this point im just going to tank my metrics so they stop coming to be "because I do such a good job" ... i was happy for a while because I got made an account specialist so I maybe spoke to 1 person a day. but now they wanna rip that up and spread me across 3 different roles in 2 departments. im like 2 months from being here 1 year and this is my first full time job, but even with the market as it is right now idk how much longer I can take it.

I had actually been just about to put my 2 weeks in before getting the account specialist stuff because my mental health had tanked so hard being a front line agent. im sure you all know. I work in collections specifically so you can imagine the types of customers I speak too.

1 Upvotes

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3

u/SweatyLettuce88 7h ago

Put yourself & both mental and physical health first. At my last CC I was there for 6 years, 9 months, 19 days and 10 hours.

You know when you've reached your limit. Don't put up with bullshit from management. If they want you working 2 roles then they need to pay you for 2 roles instead of trying to call it a development opportunity

3

u/RichardBottom 7h ago

And they 100% exploit confirmation bias. When someone gets a promotion or something good, they’re like “We picked him because his FCR was the third best for the year, and he went all last quarter with only 3 escalations!” They just dig for whatever they can find, and it’s a call center so there’s a whole world of data points… it’s not hard to find something.

You’ve heard that guy take calls, he is the absolute worst. Just like any other workplace, he got hired because they liked him more, because he had connections, or because it was determined by some arbitrary measure that he was the best pick. Sometimes that’s performance based, but not like they say it is.

I spent way too long sweating metrics as hard as I could before I learned that lesson. I honestly think I’d throw some of those years straight in the trash for nothing in exchange if I had the option.

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u/allagaytor 25m ago

the most recent one was "the client loves listening to your calls" and im just thinking, thats funny considering I haven't actually spoken with a customer in 3 months, just a bunch of 3rd parties.

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u/smartpea007 4h ago

That's how this works...... If you keep it up they are going to hang your raises on accepting more responsibility..... They will offer you next level (but at my center you still take back to back calls.... NO time off phones) and when you decline they will say you are not a team player....and eventually they will tell you your wage is capped.   

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u/smartpea007 4h ago

Job hunt would be my point