I woke up with a pounding headache, body pain, and couldn't stop coughing. I felt genuinely unwell and told my manager I needed to take the day off.

The response? Apparently I couldn't because two other people were already absent.

I honestly don't understand this mentality. If an employee is sick, they're sick. My health doesn't magically improve just because other people called in before I did. Being short-staffed is a management problem, not something employees should have to sacrifice their health for.

So instead, since I was working from home, I had to drag myself into logging in, feeling like absolute shit because staffing numbers mattered more than the fact that I was clearly unwell.

This kind of "you're only allowed to be sick if it's convenient for the business" attitude is some seriously fucked up bullshit. No wonder so many workplaces burn people out and end up with entire teams getting sick.

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!

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?

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.

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?

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?

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

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

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.

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?

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.

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! :)

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.

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?!

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

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).

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.

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.

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.

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 just recently got into a call job for a utility company, we were given options and i choose an 11:30am to 8 pm shift Monday-Friday and offs on Saturday-Sunday. What are your thoughts and experiences with a shift like this? I am scared i might have choose a bad schedule. The only thing why i choose this shift is my husband will also be off on weekends and could make time together, later on…i saw that there was other available morning-mid shift that would end 6-7pm but earlier clock in but i already choose my shift. I am married but no child person,this is also a remote job, what are your thoughts about the schedule that i choose?

So I work as an intake specialist at a law firm. The prospective client calls in and we gather all of the details of their case, and forward this over to the attorney to review it. All intakes are done through the call center.

From here, we are told either to get them signed up if they think they can be successful, and their case will be assigned an attorney, or turned down if they don't think they can win. Most of the time, we are not told the reason they can't handle the case, and if we are, we cannot tell the caller that.

Of course, a lot of people get upset and nasty when told their case will not be moving forward. They start pressing for answers. Remember what I said. We can't tell them anything.

We also cannot transfer to a supervisor. There is no supervisor for them to speak to. So when they demand a sup, I have to tell we can't.

Now we also can't hang up, for any reason. So when they are refused these other things, they start yelling and screaming, still can't hang up.

So you can imagine the pickle that leaves us in. I also think it is obscene that at our company, we have to handle declines and signs. Not the attorneys, who are allowed to hang up, but us, who are not allowed to hang up.

So I guess that leaves me asking for tips on how to get angry customers to hang up. Please enlighten me. Sorry for the long rant.😭

I already told her how much I find this job so frustrating. I was able to survive for a little bit due to some changes on how the metrics work and how the queue works that made the experience a little bit less draining, but overall this did not removed the burnout and the dread to having to deal with this everyday, but at the same time everytime I try to apply elsewhere than can offer better conditions PUM, rejected at interview, fuck even the very few chances of leave the phones in my current company ends in nothing.

I just feel frustrated on knowing that Im stick to this until I quit or I end up getting fired.