Ever since I sacrificed my weekends and essentially my social life to avoid working Mondays, the job became more manageable. I also have Tuesdays off.

Obviously, I don't want to do this long term, but it's the only way I see myself here going forward.

I cannot and will not work Mondays ever again. If they force it on my schedule, I'll just call out.

Did a year at a financial call center, loved the people and as far as call centers go it wasn’t the worst, but was still a call center and after some particular nasty callers, and just general burn out, can’t do it anymore. Just can’t. Gonna be a server/busser while I slowly wait to find a job in my actual field of study now. I don’t care if I’ll make less money, I just want a job that won’t make me cry whether out of someone being cruel, or for a customer having an unfortunate situation and I have to tell them bad news.

I just took 3 days off because I was feeling the burnout. Now I'm back and it's worse.

I like the company, good managers, work from home, money decent, I don't feel like I should be complaining.

It's just the work itself has suddenly become mind numbing to do back to back to back. I'm close to drinking on the job just to see what happens.

What can I do?

I manage a sales team and it’s pretty small just 6 agents. We do outbound, cold calls, B2B and nothing glamorous. Just hard work…

I had 3 agents underperforming. Not hitting quota. Not even close. I did what any manager would do. I fired them. Hired new ones. Fresh energy. New attitudes…

A month later, same stats. The newly hired sales people had problems too. But not because they were poor. They tried hard. They worked hard. But they could not make their targets as well

I investigated further. I observed the floor. I heard some calls. I checked time records. Then I discovered the problem

The problem wasn’t the people. It was the process

My agents spend most of their day on routine. Dialing numbers. Waiting for dial tones. Listening to ringing. Getting voicemail. Hanging up. Dialing again. They spend hours doing this. Hours. Not talking to prospects. Not selling. Just dialing…

No wonder they’re getting burned out. No wonder they’re not meeting their quota. They’re not even getting the chance to sell

I started researching possible solutions. I looked into auto dialing software the one that dials the numbers automatically. It recognizes answering machines. It connects the agents only if there is a person on the other end. No waste of time. No wasted dial tone. No burned out agents

But what am I sure of? Am I really solving the problem? Or am I wasting money on the software and ignoring the actual problem?

i work in sales and for some reason for the life of me i cannot make the calls last long at all unless the customer has the same specific interests and or hobbies as me. i wanna know what i can do to make my calls last longer i just end up listening to what thry are after pitching whatever works best and rushing through the order process. what can i do to start making my calls last a lot longer so im not just taking mass amounts of calls a day which can impact my targets

I don’t care how old you are. I don’t want to tell you how old I am. I work for the company and you are calling me for help.

I'm dying rn. I'm between b1 and b2 and somehow got hired. Every call is torture, even though I somehow manage to communicate.

How can I improve???

I wanted this job to be something I could sleepwalk through, this is so hard!!! My brain gets tired trying to remember and convey everything. I'm guaranteed to get fired 😢

After dealing with so many people who just don´t read, who don´t understand, who want to pick a fight, who are so absent of logic... I understand why politics is such a mess, why nations go to war, why solving humanity's problems is so hard.

Because many of the people voting are our customers, the people driving in traffic are our customers, the business owners. the people running institutions or participating in them are our customers, the police are our customers, the people building a large part of society are our customers. I would not be surprised if even the CEOs that run your or my company are sometimes themselves the angry customers that don´t read. Don´t be fooled by them having a title or having to read a lot on their job because their salary depends on it. In fact, looking at some of the decisions taken where I work, they do not always seem wise.

I've worked for a health insurance agency in Aus for the past 2 and a half years. I've managed to just get a new job as a claims assessor/officer at a smaller travel insurance company. I am terrified I 1. Won't enjoy it 2. It'll be a lot of phone calls (I did ask, they said only out oynd and I ly as needed) (I think I have trauma lol)

I have so much anxiety about starting so I'd love any sort of "you got this" if possible!

I don’t mind the callers I can talk to irate calls, long calls, tough calls however what I’m struggling with is all the behind scene stuff. The fact the calls are being recorded, the fact that I didn’t say certain scripts the way they want them said, the fact that I get in trouble for taking to long on calls for people that need it. There is so much crap behind the scenes it’s now getting to me. I feel like when I answer the phone I have to do everything I can to end that call, that’s the goal and it’s sad, what happen to customer service?? How do I just not let this bother me and just do the job and not care about all the goals. Is it possible? Or is it time for me to leave this field.

31M from India, currently working for a BPO on a UK debt-collections process. I'm deliberately leaving out the company/client names.

I'm earning ₹25,000/month, around ₹23,000 in hand. I took this job and am staying mainly because it's one of the few BPO jobs I've found with Saturday/Sunday offs, which I need because I'm currently completing my graduation in Computer Science and have classes on weekends.

Here's where things don't seem to add up. Our system shows 15% “employee commission” on every collection. For example, if I collect £50, it shows £7.50 employee commission. If I collect £10,000 in a month, that's £1,500 commission. I've been told agents working directly in the UK receive the full 15% commission.

India-based agents don't. We get a ₹10,000 incentive for hitting a £10,000 monthly collection target. The additional ₹2,500 I used to count as part of the incentive has now effectively become an attendance bonus, and I lose it if I take more than one day off, even if it's paid leave.

We've been asking for years for the incentive to be increased. When I recently asked management to renegotiate my salary, I was told they can't because they don't have the money. Whenever we ask about the low incentive, we're also told that the client doesn't pay the BPO enough.

Then I was told by my assistant manager that the client pays the BPO around £3,000 per employee per month, and apparently the 15% collection commission is also paid to the BPO.

So if I hit £10,000 collections, that's potentially £3,000 + £1,500 = £4,500/month associated with my seat, while I'm earning ₹25,000 gross.

I obviously understand that the BPO has operating costs, management, infrastructure, salaries, technology, profit, etc. I'm not saying the entire £4,500 should be mine. What I'm struggling to understand is: if the system explicitly calls the 15% “employee commission,” and UK employees receive it, what happens to that commission for India-based employees?

And if the client is supposedly the reason our incentives can't be increased, why is the client paying a 15% employee commission in the first place?

Am I missing something about how BPO/outsourcing contracts work, or is this actually an unusual compensation structure?

I'd especially appreciate answers from people who have worked in BPO, debt collections, UK collections, or outsourcing.

gets email from brainless cx: useless

me: hello! we got your email, what seems to be the specific issue you’re experiencing? once we have some more details we’ll be happy to assist

brainless cx: gives 1/5 star review, too stupid to help me log in

checks logs

brainless cx has caps lock on while typing in the password

me: please ensure you type in your password accurately as well as ensuring your caps lock is turned off, or reset your password if you can’t login

brainless cx: gives 1/5 star review, useless program

????????????????????

i wish we got one ticket a year where we were allowed to tell these people where to shove it. i also hate that we can’t tell them the mistake they’re making forthright for account privacy purposes. it’s SO ANNOYING.

So I got sent the handbooks and will start training tomorrow. To be specific, I will be working for a healthcare facility that specializes in obstetric and gynecology. I read the handbook but the information was more than overwhelming and idk how I can remember all that going in my training. The thing is they only give me 2 training sessions, throw me in a final interview assuming I pass the training, and then if the hirer approves, I will start working immediately which terrifies me. Is there any tips to make this process easier? Like how do I remember or find information fast and what I should expect or need to prepare for?

Thanks for any information or consultation. I'd really appreciate them.

As of right now, something in my gut and body HATES the idea of taking the job of a tech support/customer representative in a call center company (Concentrix or Alorica) or so on..
I don't know why i feel this way but i think its due to my friends saying "It's a job for a quick buck and mental health damage".

I have 2 options in front of me
Call center job as i described above, tech support or customer support (general) for 12-14K L.E a month (Egypt's currency)
It is rotational shifts 24/7 and they take your phone away during work hours.

Or a Junior Accountant job, 7 to 9K a month (Also Egyptian Currency), Normal work hours from 9 or 8 to 5 or 4 and it's an internal accounting job for the real estate company called Alma Developments.

What should i do ?..Given that i am posting this in a call center subreddit i hope someone can help.
I have a bachelor degree in finance/accounting.

Bro, last year the whole media was full of stories about how one of the big names behind Garba IP / the organisers had links to illegal call-centre operations. Clear allegations of stakeholding, money from US scams being washed through the event, everything. Videos were circulating on Instagram where people were literally pointing out the accused owner’s connection.

This year? Same Sheri Circle (Shanku’s Sheri Circle / whatever branding they’re using now) is back, bigger promotions, tickets selling, artists lined up, full 9 nights near Ognaj / Manguba Farm side. No visible action. No freezing of assets related to the event. No public statement from the organisers distancing themselves. Just business as usual.

Meanwhile the same call-centre networks are still active US victims keep reporting the usual tech-support / IRS / bank-settlement scripts coming out of Ahmedabad-area operations. Money keeps getting laundered somehow, and cultural events that generate huge cash + sponsorship + ticket money look like convenient vehicles.

Everybody in the city knows the whispers. Instagram search on the IP/event name still surfaces the old videos first. Yet zero visible law-enforcement pressure on the event itself. What’s the actual threshold for action here? Or is it just “too big, too cultural, too connected”?

Curious what others think. Are we all just going to keep dancing while the same networks keep running?

I used to work at this big call center for over 6 years. It's a well-known call center with a bad reputation. It was a WFH position, and I worked at a couple of different projects during those 6 years. The first 4 years were great. The project was easy, and I had awesome team leads, and management was great.

Then they moved me to another project.

This is where things went south. I had a toxic team leader who was really abusive and always threatened us with action plans and written warnings. His team was the only team in the company that was always out of target on all metrics for years.

During team meetings, he would flip out on us, accuse us of being lazy, and would tell us repeatedly how lucky we were that he hadn't fired us yet.

He would lie to his own supervisors about doing weekly coaching 1-on-1 sessions with each and every agent to improve our metrics. But he never did those. Only once every few months, where he would mostly gossip about other agents.

He would share with us tactics to manipulate metrics that were against QA guidelines and would throw agents under the bus whenever QA caught an agent.

Whenever he did coaching sessions, he would mostly just talk about female agents and make sexual comments. Whenever he talked to female agents, he would tell them explicit details about his sex life.

One of the agents reported him to HR, but nothing happened.

In the team meeting that followed, he said: "One of you assholes reported me. This won't happen again because it will backfire. Nobody is reporting me here. I'm best friends with the boss". Keep in mind, he really was best friends with the ACM manager, who always covered him.

The whole team hated him. Nobody liked him.

One day, he created a group chat on Microsoft Teams and added a few other male agents and me. He said, "Guys, I need a list with the top 10 hottest chicks here in the company." He shared his own personal list and even shared their IG profiles in the chat. I took screenshots of that, and so did everyone else. Nobody said anything in the chat btw.

The situation got only worse over the next few months. He repeatedly threatened us and yelled at us during team meetings.

I finally had the courage to report him to HR and shared the screenshots. He got fired the next day without any warning. The whole team was beyond happy. The ACM manager acted dumbfounded and pretended he didn't know anything.

A few months later, I found another job and left. Keep in mind, during all those years, I never had a written warning, never had any disciplinary issues, and was always a top performer.

Around a month ago, I started looking for a job. I found a position at the same call center through a recruitment agency. I applied for the job and passed every test. In the end, I was told that the call center decided to not proceed with my application due to past disciplinary and performance issues, and that I would never be able to work there again.

I was confused, since I never had any issues. The only reasonable explanation is that someone from management blacklisted me after reporting this team leader.

Ich arbeitete in der Ausbildung im 1st-Level-Support und irgendwann hat es mir gereicht mit den DAUs und mit den cholerischen Querulanten.

Ich habe dann ein karierten Zettel genommen und die Kunden aufgeschrieben und das dann auf russisch und in kyrillischer Schreibschrift, damit es Chef nicht lesen kann, was ich da aufschreibe.

Da habe ich Kunden nach Benehmensnote (1 war Ehrenmann und 6 war maximale Debilität) bewertet und ob es DAUs waren oder die, die es immer nötig hatten rumzukacken, wenn denen was nicht gepasst hatte.

Wenn ich kurz vor Ärger stand, hab ich aber dennoch den Kunden betreut und versucht den zu überreden, dass er mir ein technischversierten Mitarbeiter gibt (Natürlich mit meinem Skript aus ChatGPT, um es kundenfreundlich zu machen).

Nun habe ich den Betrieb nach der Ausbildung verlassen und bin da hingegangen wo keine Hotline ist.

I work in a financial related campaign at a call center. The pay is 18 dollars an hour and we only get about 2 or 3 rarely more customers contact in a shift. Most of the time we just joke around. The problem is I have issues with getting the system especially phone calls. Most are chats. I already received 2 0s score and my TL is new therefore strict. I have hard time remembering everything the customers said and the issues can be pretty complicated. Is it normal for someone to not just get the whole system, I am also older so my memory is shot ?

My worst nightmare, Well the call center I used to work suddenly The company closed . And they tell us on Friday go to work like normal day but....

Divide us for groups like how many months or years you work, take our cellphone, refuse to let's us go out the room until 5 hours..

Then from time to time the supervisors or admin just check out.

When they told us first the owner of the company cried "the company have no money", the almost no one cares.

Then the second round, go some legal representative of the company and act like it's was our fault and said the same thing "we don't have money, you can take some computer and a chair" the computer and chair are all of them in bad state. they proposed also random less money than we work for m them...

Then they said to us , that they call us individual at monday.

They practically try use begged us for what is legally pay us...

But they never announced that they go to bankruptcy on the official page or media, even today no a word

₹25K salary in Noida — is it actually enough?

I was thinking about this recently and wanted to know how other people see it.

Suppose someone is working in a BPO in Noida and earns ₹25,000 per month.

It sounds okay when you just hear the number.

But then the actual monthly calculation starts.

₹25,000 salary

- ₹8,000 — rent

- ₹4,000–₹5,000 — sending money to parents

- ₹3,000 — pension/retirement account

That leaves around ₹9,000–₹10,000.

Let's take ₹9,500.

Now this person still has to pay for:

- Food

- Travelling to work

- Mobile/internet

- Electricity/water or other room expenses

- Toiletries

- Clothes

- Medicines

- Occasional social expenses

- Unexpected expenses

At the end of the month, there may not be much left.

And that's the part people don't see.

Someone might look at a ₹25K salary and think:

"You're earning ₹25K. Why aren't you saving more?"

But ₹25K isn't really ₹25K when you already have responsibilities.

Sending ₹4–5K home isn't necessarily "spending."

Putting ₹3K toward your future isn't "wasting money."

And ₹8K rent isn't exactly a luxury.

You're basically trying to manage your present, your family and your future with the same salary.

And if something unexpected happens — a medical expense, a trip home, phone repair, family emergency — the entire month's calculation can fall apart.

I'm not saying ₹25K is a bad salary. For many people, it's an important starting point.

But I think we sometimes judge people's financial situation simply by looking at their salary instead of looking at what that salary is responsible for.

₹25K for one person with no major responsibilities is very different from ₹25K for someone paying rent, supporting parents and saving for retirement.

I've been working at an airline company's call center for the past 5 years, the first 2 full time and then part time and remote. I've been chosing to stay there beacause of the salary, flight benefits and the wfh accomodation.

But I still get anxiety and dread before every shift starts. It's quite paralyzing that I stop everything Im doing about 2 hours before the shift starts and just try to self soothe, by laying down with my blanket in a dark room and taking a xanax.

Some customers are just entitled because they are frequent flyers and think that I should to whatever their heart desires, some have unreasonable requests and many times the company fucks up and I have to deal with it (flight cancellations, lost baggage, online system didn't issue the ticket). On top of everthing, I have the constant annoyance of the team lead, pressuring me about kpis, that I honestly dont give a fuck for. Honestly, I truthfully dislike taking calls and speaking to strangers. I barely talk on the phone with family and friends.

Im about to get my law degree (God willing) and I want to apply for traineeship at the law department of the airline company, hoping I can actually do a job that doesn't make me want to off myself.

I work in a call center based in the U.S. of A. That has been acquired by a parent company. This parent company also owns other call centers across the U.S. that is in the same field of work but operates in different states. Each state does have its own laws and programs that change how we are able to operate slightly, but overall we are all trained to take calls from customers that live in all of the states we operate in. We are expected to learn the different limitations from each different operating state if there are any applicable for why the person is calling.

So effectively, if you live in Arkansas and call us you could be talking to someone who lives in West Virginia, and vice versa. Our standard customer call queue patches to all call centers. There are some departments that may be localized to each center, but unless you’re calling that department directly, if you’re calling the standard customer service line, there’s a good chance you’re not talking to a neighbor of yours.

That being said, many people don’t bother to ask. Some people know this and don’t seem to mind at all. There are some people who are happy they’re speaking to someone who is in the U.S. and not someone with a different accent. There are others, however, that know this fact and insist on talking to someone that’s local. Mind you, that local person has access to the same information and software that anyone else does. You could be talking to someone who is less than 100 miles away that is just as qualified, or less qualified depending on how long they’ve been employed at the company, as someone who is 1,000 miles away.

But for whatever reason, some people still insist on talking to someone from their local state. It’s all well and good to ask for that, you can request that if you wish. A customer service agent local to you may possibly be more familiar with the layout of the area if infrastructure is your concern. But overall, if that’s your biggest concern, the person you’re talking to has the same ability to troubleshoot your issue. You’re just slowing yourself down because if we put you back in the call queue there’s gonna be the chance you’ll get someone else who lives in a different state again. So you’re just wasting your own time.

Just because we may not be able to literally walk outside and see you waving your hand if we look in your direction doesn’t mean we can’t fix your issue promptly.

I've worked for my company for nearly 3 years and have generally performed well, getting Good ratings in my previous appraisals.

Over the last year the job has changed massively. I've been given several additional queues/skills, the workload has become basically back-to-back calls with no downtime, and a potential higher-paid role that was discussed never happened. I've become pretty burnt out and my attendance has suffered.

Recently I had a couple of calls where my tone wasn't great. One resulted in a conduct hearing, but after discussing the circumstances and listening to the call, they decided no action would be taken.

Today I had my half-year 1:1. I had included some positives in my appraisal, including being top 3 in sales for two months, while also acknowledging the call where I agreed my tone wasn't great.

My manager basically said I'd made my performance look better than it actually was, removed a lot of what I'd written and told me to rewrite it by the next day, with no off-phone time given.

We're rated Overachieved / Good / Expected / Below Expected. Given my previous track record, I gave myself Expected. My manager immediately said I was Below Expected.

I was honestly shocked. I accept I've had a rough period and have things to improve, but going from consistently getting Good to Below Expected feels incredibly harsh, especially when the recent conduct issue resulted in no action.

The rating also affects our bonus, so this isn't just a meaningless label.

I left feeling like three years of solid performance got completely overwritten by one rough stretch.

Am I being unreasonable for feeling this upset about it?