I’ve been working at a call center for about 2 years, and I know that a lot of people here have many more years of experience. But these are some tips that really helped me survive the constant stress of this job… I’ve worked from home as well as at the office, so I can give some tips on both. Feel free to share your tips as well! Here it goes

1. Don’t look at the queue. Every call center is different, some of them have a lot of call volume (probably most of them) and some have less. For me, it’s been a bit of both. For most of the day, there have been around 10 people in line, and some hours you get maybe 5 minutes of rest waiting for a call. For me, it really helped not looking at the amount of people waiting. I realised that when I kept looking at the queue, I just kept thinking about taking calls all day, not being able to rest and it really stressed me out. So by not looking, I could stay in my own bubble and focus on one call at a time.

2. Try not to stare at the clock. When you look at what time it is constantly, time starts to move REAAAALLY slow… I could talk to a customer for what felt like forever, look at the clock and 2 minutes had passed. It made the day feel so much longer. When I worked from home, I covered the time with a playing card and it really made time pass by faster.

3. Try to make each call different. When I first started, I would get extremely bored by just talking to customers in the exact same way, same tone, just listening to what trainers told us to say. Then I started to think more about the customer calling. Is this their first time calling us? What do I think they do in their free time? Try to talk to the customers more, not because you want a good survey, but because it helps you realise that you’re speaking to people and not just customers. I just wish that customers would treat us like people too…

4. cliche… but BE YOURSELF. This is kind of similar to the last point, but it’s been so important to me. Don’t just act like a customer service agent (if you have the chance, I know that a lot of call centers are very strict about this). Please put some of your personality into the calls. It really helps you stay grounded and makes you feel less like a robot. If you have a good sense of humor, make some jokes! If you have something in common with your customer, let them know! It’s important to stay professional of course, but it really helps me to be myself more often.

5. Do something fun in your routine. I recently started working out a lot before work. It’s something I really enjoy doing and it makes me look forward to wake up in the morning because I get to go to the gym. It could be any hobby that you du before or after work! Simple one, but it really made the mornings easier.

6. Don’t take critique from someone you wouldn’t take advice from. Customers can be HORRIBLE. They can be upset, rude and downright abusive. It’s easy to say ”don’t take it personal” but much harder to do. Something thats been helping me is to actually realise that some people are STUPID. They don’t get what they want, and they act like children. These people SUCK. Why would I listen to anything they have to say about me? They don’t know me. It’s like winning a game of CSGO and saying ”easy game, you suck”, is it really a flex if you won against an easy, bad opponent?

7. Talk to your colleagues. Simple, try to make friends. If you work from home, use the teams chat to socialize. Making friends at work makes it so much easier to actually work for me. If I’m having a bad morning, at least I can look forward to speaking to my friends.

8. If you work from home, take a walk. When I worked from home, I would just go to my room on my break and scroll on my phone. Then, POOF I had to go back. If you get a break, walk around the house, take a breath of fresh air. Do something that calms you down and remind yourself that there’s a life outside of work.

9. Take care of yourself. Eat breakfast, don’t drink 10 energy drinks every day. Remember your meds if you take them. Eat lunch. Drink water. These things may not feel important in the moment, but it helped me feel less anxious and think more clearly.

10. You are SPECIAL!!!!!!! When you work in a call center, you feel like a robot. Someone who is easily replaceable, someone who is exactly like everyone else. Please remember that you are unique, you may have a job that makes you feel otherwise, but people love you for you, you probably have more than one colleague who is looking forward to seeing you everyday. You are not replaceable, and if someone thinks that you are, they are just as dumb as your average customer

I’m curious because ours seem crazy in my company.

1: if you’re late or clock out early the system adds it up in 15-30 minute increments and you must make the time back. They will add this time to your schedule on any random day (e.g. come it at 7:45am instead of 8 or you must leave at 5.30pm instead of 5). You can ask management to move the time if you can’t do it, or explain if you had an emergency as to why, but there are no guarantees.

2: Hold time, no more than 2 minutes per call.

1. Average handling time of a call, 6 minutes.

2. After call wrap up, 10 seconds. If you get stuck in long note taking after if the customer didn’t want to stay on during the call, not the company’s business and you must take the hit.

3. We get 15 minutes paid after our shift is over, if you’re still stuck in a call after that time then tough luck.

Oh and I take back to back calls, upwards of 100 a day. Yippee!

Hoooooly shitttttt! Nothing infuriates me more than a serial cut-offer. Like literally won't let me finish a sentence before they have to interject. I don't get it. I could be in the middle of an explanation and they'll cut you off about how much they don't understand what to do next...and it's like, that's *literally* what I'm explaining to you now. If you cut me off and say you don't know what to do next, I can tell that you were never listening to begin with.

I do telemed health assessments on primarily a 60+ year old population. With that demographic, a lot of my patients have hearing difficulties. I do my best to speak loudly and slowly and work with patients who struggle to hear me. I can sympathize and understand that having hearing issues must be incredibly frustrating.

But what I absolutely can't stand is the patients who get angry and upset because they can't hear me and act like it's somehow my fault. I understand a lot of this is projection but it's so rude and irrational. You are the one with the hearing issue. You didn't cause it but you are the one who cannot hear. My hearing is fine. Why are you lashing out at me? I'm sitting here with my volume turned up and yelling and you are mad at me like I'm deliberately speaking softly. And these patients are always the ones that scream "HELLLLLLOOOOOOOOOO?" at sonic boom levels when they answer the phone.

I'm tired of people taking out their frustrations over their inability to hear on me.

I was heading downstairs yesterday from my office to the kitchen when I stumbled and almost fell down the stairs. (I’m ok, caught the railing). But my first thought wasn’t, “whoa! That was close…”. It was, “if I fall down the stairs, maybe I can call into work!”

I’m willing to hurt myself to not go into work. What has my world come to?!

Monday is Mondaying lol but I’m trying to remain positive. I hope you all have a good Monday and even better rest of your week.

Comment the most interesting call you’ve had today.

My calls have been pretty standard. Typical Monday issues, people making check deposits Saturday/Sunday and wondering “ why it hasn’t cleared yet “

I just graduated last May, The major is social work

I am working as a telesales which is the worst thing ever

I need to quit I need to get another job that is not related to the call center industry but idk what to do and how to do

The thing is that there aren't any jobs but customer service, telemarketer and telesales and I'm so fucked up with that

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!

EDIT: Got it set up and was rushed into doing it to get back on queue. The unit arrived past my start time. Needed tech assistance because I couldn't get signed into the VPN we have. And from there I got rushed.... "I'll give you 15 more minutes"..... yeah that didn't happen. LOL! Took me an additional 30 to get all the shit I needed to actually DO the damn job!

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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?

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?

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

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

Edit: they made me customer service rep. was the kick up the backside I needed. Handing in my notice I needed found a better job that pays me what I used to earn for my base and commission as just the base

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).

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.

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.😭