Hello everyone! I work in retail banking in person as a teller. I am considering going to school in person for a career change. I was wondering if it could be possible to work this job remotely and go to school full time? I just applied for a remote call center position.

Hi everyone, I got sick pretty bad at the end of October lost my voice completely and called out for about a week because that’s how long it took to get my voice back . I had asked my boss prior when I was sick if I could do another task for the day as I lost my voice and they had told me if I can’t do my job ( talking on the phone ) then I need to call out . I ended up getting in trouble for that week and my attendance is going to get written up . My job has a very strict attendance policy . I don’t know what to do I am now sick again and completely lost my voice and it’s probably gonna take me another week to get it back . My employer doesn’t accept work notes only FMLA to protect time off .

I don’t mind working sick if I have to it’s just the fact I can’t talk. It’s like a low whisper and most of the callers are elderly .

I don’t think I’m gonna be able to get a doctor to sign off on FMLA for a week. I’m gonna try because I really need this job .

I tried working with laryngitis before when it was happening and it was terrible. It really strained my voice and took longer to heal.

Could you please tell me if that’s right? And how should I proceed? I need to wait until I find something way better or at least pay my CDL course! Any opinions and suggestions are appreciated!

I started working at one here in the UK 4ish years. I went through panic attacks and dry heaving, inpeeded social life and lost constant with family.

Let me start by saying we don't want to replace agents with AI but rather try to divert tier 1 calls so agents can spend more time on other value added activities like proactive outreach on cases pending additional information.

We have done some tests with an agent assist tool that reads knowledge articles and makes suggestions on calls. We are also doing AI summaries. These are very basic compared to what AI can do though, I know we haven't scratched the surface. We are focused on delivering new features but I think for us to deliver true value we need a better foundation - like integrating data from various applicants and intelligent routing/voice prompting.

Has anyone been involved in implementation of AI features in their contact center? Did your org invest in "foundational features" first? How long did that take to build the enablers and what advanced applications of AI are you using in your contact center?

The pay is good to get by with, so it’s not like I can quit. It really just doesn’t help that I can’t understand what I’m doing sometimes and I tend to get really anxious from not knowing what I’m doing and I mess up 😣. It’s so upsetting because it just seems pretty easy and my coworkers can handle it seamlessly, I don’t even mind/care about angry customers. I just hate that I can’t think/react quickly or find a solution on my own without reaching out for help. It just makes me feel like I have a learning disability from repeating so many mistakes and convinced that I’m really slow. Truthfully, I think I am actually slow, so it just really brings me down. I’ve been crying every day and I feel like having a panic attack before my shift and sometimes I’ve been tearing up at work almost breaking down.

“JUST LOOK AT THE NOTES” I DID!!!!!!!!!!! ITS NOT THERE!!!!!!!!!! I KNOW HOW TO READ!!!!!! THATS HOW I GOT THE JOB!!!!!!!! NOW CAN YOU FUCKING LISTEN??????!!!!!!!!!!!!!!!!!!!! AND ANSWER THE FUCKING QUESTION?!

I’ve had this job for a few months and I hate working at call centers because it just sucks the energy out of me. After my shift I never have enough mental energy to do the things I enjoy anymore. I haven’t picked up my drawing stuff in months because I just don’t have the energy for it anymore.

I’ve been here since September and I will admit it’s better than most call center jobs I have had, they actually treat you like a person here and my supervisor says I’m doing a really good job so far.

But if an opening comes up where I can get off the phones I am taking it.

This probably sounds like whining but, yeah, I just needed to rant a bit.

I have been working on and off the phones for nearly 16 years, so its familiar and routine. I have taken time away from the calls to work in other white collar jobs but also as a pastry cook.

I had a hell of a job in the energy sector (Australia) but it was 100% wfh and I was tired of the commute. It got to me, a lot. I hunted for other work, found another 100% wfh in a different industry but with better pay and figured it can't be as soul destroying and if it was I would move along.

Instead I found a place that genuinely cares, and put the mental health and wellbeing of their staff as a priority. The work was the same, I mean there was a lot of entitlement and selfish people calling in but it wasn't terrible - the role was very simple. Due to government restrictions there wasn't much I could say and I had to refer most folks to someone with different qualifications. Repetitive but easy.

I took on extra tasks (with extra pay) to break up the days and decide if I wanted to get promoted or change job type. I already knew I did not want management, and I did not want to be back in HR (previous white collar job), but still enjoyed coaching, development and training. I also really enjoyed the quality assurance space - something I had never considered and had no plans too. It always seemed a grey area. I took on the coach role there, 8-10 hours a week something small but doable. I loved it, I was able to talk to colleagues, and mirror their best practices and processes plus was able to work with newer agents to help them build confidence, giving tips and tricks to get them over the KPI.

Being I only saw minimal, I thought the odd call I got that was terrible - no empathy and stupid compliance fails (not verifying the person) - was an anomaly. Boy was I wrong. The QA Team had an opening. I applied and managed to get it, beating some very strong candidates so the imposter syndrome was high. Since getting the position my faith in my colleagues plummeted.

In under 6 weeks of being in this role, I am flabbergasted at the laziness and dismissive attitude so many people have. We work with some vulnerable people and their attitudes can be dangerous - I had to engage urgent external resources due to the phone rep and their terrible attitude. Thankfully all ok but I had to raise it under gross misconduct.

We are paid well above award wage, 100% wfh, there is genuinely minimal work required to do this job, there is plenty of room away from calls to do emails for a break, they send regular gifts to all staff, good benefits in mental health and health insurance, they reimburse you for good office equipment, supply brand new equipment.

I love the coaching and training I can do with those who want it, and seriously shout out those that earn it - we have a really good system and it gives points that can be turned into vouchers that don't take 10 years to earn $5. I mean monthly I am able to give to out about $100 worth of points, and that is per person in my team.

But damn my frustration is high with the folks who are not even doing the bare minimum. It makes everyone else's job so much harder.

I was invited to interview for a 100% commission-based, sales job, for what sounds to be a call center called Surecall Contact Centers. Any of you have experience with them?

curious btw I'm aloricakes

So I used to work for my country's water company in a call centre and I'll never forget this customer

He rings up one day to dispute his bill, I can that the bill has been estimated(it can happen sometime if they customer has fairly consistent water use). So I told him this and asked him to go out to him metre, give me an up to date reading and I would reissue him.a new bill. He said no, this wasn't his mistake he shouldn't have to fix it , its our responsibility. I acknowledged this but pointed out that giving me the reading would be the quickest way of resolving the issue. He still refused

So I arrange for a technician to go out and read his meter as soon as one was available. He was like "OK, so what are you going to do about this bill". I told we can't do anything without an up to date reading. He said that was unacceptable and he wanted it fixed now, so I told him, ok go out to your meter and give me a reading. Of course he refused and we were stuck in this back and front cycle, he refused to read the meter so I could correct the bill over the phone but didn't want to wait for a technician. Eventually I just pointed out that even if a technician was available that second it would still take them time to travel to their address so they could either get the reading themselves or wait for the technician.

Finally in a huff they agreed to wait

Says the man I waited on for over 40 minutes for something that should have taken 10 I was MORE than patient no one else would have done all that shit I should delete it all and make him call back so he can see how patient the next person will be

Hi all, just looking for some encouragement here .

26 year old female . I currently work in healthcare as a registrar for a growing pediatric specialty office . I work in person, and myself and 2 other registrars schedule for 4 of our satellite locations , as well as the location where we are based . I’ve been in this position for about a year . Prior to this , I worked in an emergency department as a registrar for close to a year and a half. I worked in behavioral health for about a year between the ER, and my current specialty office . I have plans to get into medical coding later on down the line , as I (weirdly) enjoy the non-clinical side of healthcare, and have begun the search for a certification program to do so .

In the interim though, I am leaving my current job and city, as I am moving back in with my parents for a few months to save funds to move out of state. I’ve accepted another position as an (eventually) remote inbound call center assistant for a different, but sizable healthcare entity in the area . The position is remote after 3-6 months, depending on how fast you grasp the job duties .

I have a little over 2 years of experience using EMR system that will be used for my new job, as my prior healthcare jobs used the same one, and the position isn’t much different from what I do in person at my specialty office with a few nuances that I observed when shadowing a current employee in person. I do suspect that I’ll pick up on the position relatively quickly, but I expect to have a bit of a learning curve with learning the providers , providers schedules , and different facilities , as I will be assigned to a specific service area within my “team” .

Technicalities aside , I have never worked for a call center before , and I’ve heard nothing but horror stories about them . On one hand , I feel like I have an idea of what I’m getting into . I know my calls will be recorded , and I know they will be looking at stats as well as your productivity . I do know calls will fall into a queue , and I will be taking back to back calls , for the entirety of my shift . I am not a stranger to back to back calls , as my current facility is expanding its reach (we schedule for 5 offices in the region) and I am no stranger to difficult patients , though I obviously don’t enjoy those calls . However I work in person , and am supported by 2 other individuals so I can step away to do things like use the bathroom, heat up my food or even take a quick breather if needed.

With call centers , I’ve heard nothing but bad things about stepping away to do basic things such as use the bathroom . I’ve heard stories about people being given unreasonably short amounts of time to do these things , and am concerned that I may be held to unreasonable standards in this position, and may burn out quickly, despite already having a decent amount of experience in the field .

I will say that the team I am assigned to appears to have a supportive manager (I was interviewed by this person) , the pay is actually well above what I expected for a call center, and the company provides you with resources and guides for the things you’ll encounter on a day to day basis , as well as some lesser know things you may encounter infrequently . I am not worried about being ill equipped to do my job well, but I am worried about being ill equipped for the expectations of an inbound call center .

I do see this job as a stop on my journey in healthcare , and do not intend to stay in a call center position for an extended period of time (as I am venturing into coding), however while I work this job, I want to make sure I am well equipped for the culture .

So Reddit , anyone here work remote, inbound healthcare cal center jobs? What is/was your experience? Positive and negative welcome , as well as any tips for managing your time when being WFH?

Thanks!

I work in a bank callcenter and at least once a day I get yelled at for not being able to authenticate a customer, because they either can not tell me their correct telephone password or their ID ran out 23 years ago. What do they expect me to do? Imagine you would give any random caller Bank account information, even though you never verified if the account belongs to them.

Hi everyone!

Hoping that anyone can help me here. I would like to increase my income to pay off some debts and build my savings.

I would like to know if they are any companies out there that hired remotely for 2nd shift roles?

Something that I can do after my 9-5.

Thanks for any help!

I know that Corporate Greed is the answer but how many Financial Advisors are truly working and are going to call in with GED level questions today? Ugh........................... Cmon Weekend. HURRY!!!!!

P.S - BurntOut Financial Call Center Rep

My grandfather unfortunately passed away and I'm just about to start my training. Is it possible to be absent for a day to attend funeral? I really want to get a job but I don't want to miss my grandfather's funeral either 😭

I have no experience in customer support, it was the only place that hired me. Any advice you experienced folk can give me?

I work in a government call site. I’m 9 years in. Everything sucks. Call centers suck anyway but bc of the political climate, it’s gotten so much worse. I was in a deep depression that was getting worse over time, but I didn’t really realize how unwell I was. Then I got the opportunity to move to another department. My whole life got better and it made me truly understand that I was sick. I stopped showering, stopped brushing my teeth, quit all my extracurricular activities. I worked and slept. But changing departments turned it all around. I was THRIVING! Then a couple weeks ago, there were announcements of mass layoffs. I was not being laid off but I was being sent back to the call centre. I have cried every day since. My anxiety is at a 10. I know I’m going right back to rock bottom. I’m so scared. Im scared of my depression. I’m scared I’m going to….. I’m just scared. I’ve told my employer. They said maybe we could look at accommodations, but, I don’t have any faith that they will work with me to find a compromise. I could go on sick leave, but in this economy? I’m letting everyone down. I don’t even know why I’m writing this.

But we don't get paid for it??? Does anyone else's call center do this? Everyone's checks are going to be short a day unless we have stored PTO. They said it's because the company I work for isn't closed but the client is. 🤨

Honestly doesn't even feel like it should be legal but we lack a lot of workers protections in this country so I'm sure it's allowed .. it's just so scummy though.

I have been working at this CS company for 1.5 years now that pays me good, etc. I was dealing with inbound calls and rotation shits for 8 months and now I'm doing chat support. The job is easy with fixed shifts and days off and also a support team but the metrics are so hard to achieve; as it will be the 9th month now for the team not achieveing the metrics. I haven't personally met the metrics for 3 months; and one thing that happened is that I decided to take an advice from the support team on a case that we don't really deal with and advised the customer with that I have been told accordingly; which made my boss go very frustrated as I did not advise of what she had told me to do (although she had no clue as well about this case as it is not something we offer help with); planned a meeting out of the blue with the HR to be told that if I did not meet the metrics, I will get fired. Although, this behavior should not be done as I should have had coaching sessions, deductions etc before treating to fire me!

However, I slightly improved as my boss literally obligates one of the oldest co-workers to do a side by side investigation with me, which I am thankful for. But I still do not know if I should leave my notice without another job lined up instead of letting myself get fired (I swear I do my best!) or since she is helping me, she does not want me to get fired? I'm actually confused as I literally never felt happier when I was told that I might get fired lol as I'm very burnt out and need a break but at the same time I'm a bit worried about the finances although I have my savings that can cover me for more than 6 months and no bills to pay, honestly.

So should I take this as a break while applying for new jobs and actually focus on what I really want to do? I believe it will be better to leave than being terminated as I will be blacklisted if they terminated me and will not be able to work at the same company again if I ever wanted to.

I’m currently in a personal situation where I HAVE to work from home. I actually have some tech skills, where I could do entry level Frontend web development, but the tech industry is INCREDIBLY hard to get into right now. So, my other skill set: call center work, even if it’s a niche industry.

Anyways, I’m currently not working right now. I’m on temporary unemployment and I have other unearned, supplemental income. But I WANT to go back to work and plan to do so soon.

However, I’ve been unemployed for approx two months and while I hate feeling unproductive, it’s done wonders for my mental health.

My last call center job burned me out by the 6 month mark, and then I was termed in month 7.

If you’ve ever been in a similar situation, how long did it take you to get to a good place mentally where you could go back to call center work?

I’m thinking medical equipment or air conditioners. What is the training process like? Are people reaching out for troubleshooting purposes?

I feel like customer service / sales jobs within contact centers will be fully obsolete in the coming decade thanks to AI. Im sure there will be outliers like healthcare (thanks to regulations), but im sure most admin and customer service jobs will be fully automated within a few years. Has AI impacted your job yet?

Customer calls asking for Black Friday deals. TODAY . Wednesday. Some items yes have a discount but she wanted the item that was on for Friday.
She laughs at me and says woops

Im telling them I want to quit, but they are saying push longer just hang on there. Oh hell nah, I dont think they get the complexity of working in CC.

I’ve tried to explain them that it’s feels like prison, even when Im outside the site I eat and do stuff like Im in a hurry or being monitored. I have only 30 mins of Lunch. The other 30 mins are divided into 2 breaks of 15 mins, But hell the lunch and breaks dont even feel like that. I have to punch in my hours and so on, so while I punch to go lunch, then go to my locker for phone and food, by the time I have done that, it had already passed 5 mins almost.

My family don’t seem to understand and Im done with this. I have been almost 2 months here and my depression is getting worse. Im always so cranky, don’t want to do shit all day, just thinking about the impeding doom of going to work tomorrow at 5 am. Im done with this. 🙃☹️

I don't know how I've managed to stay on this job just over a year now without quitting on the spot. I never wanted this job but the market is hard and my entire CV experience is Call Centers and I didn't have much of a choice.

Last year after working Christmas and New years I promised myself I wouldn't do it again. The dates are already full in request and I'll be working them (although now remotely unlike last year). I'm as disappointed in myself as depressed. It was the only thing I could ask and I've very much failed even at that.

The micromanaging, the pressure of meeting metrics, being told every time that I'm taking too long or using too much time. I already have a medical note and have added breaks and it isn't enough. I know this miserable job isn't cut for me, let alone the field of work for $11 p/h.

I want to go towards other roles, have had interviews for internal roles but the way the company is built is either work towards TL, Sup or stay on the phones. It's on purpose there's no growth, it's basically a sweatshop for back to back calls all day.

I've told countless times to my superiors that I'm not okay, that I'm not a people person and it's met with a "omg I'm sorry I hops it gets better is there anythinh we can do?" Changing me from the phones would be ideal but I'll stay quiet in fear of repercussion, but thanks

I honestly don't know what to do, I want to take a part time in retail so I'm able to keep working on something and give myself some kind of time to mysef, to breathe, but as a main provider of income in my home it's scary to do a big change like that. Or any at all, I'm afraid of change heh.

I'm drained, anxious, pretty sure my depression is eating me alive since I'm numb a good amount of time. I just don't know how to leave even though it's the (only) thing I want most right now. I can't keep doing this. I deserve better.

Wonder if anyone is/has worked for QVC. If so how was your experience?

I be on this subreddit a lot but I really like this sub because I can relate and vent to yall without being judge because we all work under the same type of stress, but today was hilarious.

I had a lady call in with an attitude towards me the entire time. So she calls in for her benefits I immediately go into my authentication process and a cannot pull her account with any info she gave. She then proceeds to tell me that she spoke to a Talia 2 days ago. So when I asked her to spell it she gets mad and says “why can’t you just search her name and ask her” I told her first I need the correct spelling and when I did spell it multiple ways over 10 of the agents popped up in teams. She proceeded to say “just ask them all” atp I was like girll w.e this call is a joke and ima just ride it out until 5. She’s still upset I didn’t ask all 10+ after I tell her we have over 300 reps on calls in different states on different teams. I explain how wfh works she’s still mad I didn’t ask them. I ask my chat even my supervisor couldn’t find her. In the mist of all this I verified my company THREE TIMES on the phone. After the 4th time I said “are you sure you should be talking to my company” she goes who!?, Omgg this is the number talia gave me!! Like wow lady now I need want an apology she’s laughs it off like it’s nothing and just ends the call…..like what. This shows me she doesn’t listen and probably just didn’t listen to the number carefully! Cause I told you 3x the name of the company.