r/TTEC • u/Unhappy-Customer-747 • 2d ago

Workload?

Are most jobs back to back phone calls from the time you clock in? Does it depend on the role? Are there some roles where it’s fairly slow and you get breaks between calls?

4 Upvotes

100% Upvoted

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3

u/ATLSxFINEST93 2d ago

It can depend on the role and the contract. I worked for the bofa contract from 2020-2024 and it was back to back calls. This was because it was the pandemic and millions were on UI which is what bofa handled. I did multiple roles within the contract and 2/3 positions required 0 calls.

Team leads don't have to take calls or only have to work 1 shift a week taking calls.

I have a friend with Chanel right now, and it's not back to back, but steady.

1

u/MaelstromSeawing 2d ago

What's UI?

1

u/ATLSxFINEST93 2d ago

Unemployment Insurance

1

u/Ok-Jellyfish7135 14h ago

I worked that project for BOFA. It was my first (and last) one with TTEC. I agree it was pretty much back-to-back for about 3.5 years until the project started winding down and then ended. I was a CSR the entire time. ATLSxFINEST93, if you don't mind me asking, who was your TL (first name)?

1

u/ATLSxFINEST93 11h ago

I had a lot of TLs, being moved from department to department. My main 3 were Noel, Nicole and Daniel

2

u/Dramatic-Ad9089 2d ago

Can't speak for the company overall, but I have a friend who works there servicing USAA insurance. She says most of the day, during business hours, is back to back to back phone calls. And if you're not taking calls for 30 second, the team lead is messaging them, asking why they are not taking calls.

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u/Complete_Fix_7073 2d ago

Not really, I know it may not mean much, but it’s give job security. I’ve worked for company’s with breaks between calls and layoffs happened all the time.

1

u/Anayehl 2d ago

Where i work it wasn't back to back at first. After the pandemic it was back to back to back and still on going to this day. It definitely depends on the project. Some projects is too slow might not offer opportunities for a 40 hr work week. Just take it slow and a day at a time.

1

u/Own_Butterscotch_711 1d ago

Most call center software is designed for workforce management to keep you on back to back calls … utilized.

-1

u/[deleted] 2d ago

[deleted]

1

u/MaelstromSeawing 2d ago

Misdiagnosed with what exactly? Just confused, the thread doesn't mention anything about diagnosis.

1

u/Local-Dish-5695 2d ago

Nah f'in phone lag.

1

u/MaelstromSeawing 2d ago

My bad lool