I’m currently working in a call center, so I know firsthand how tough and draining the job can be. A few weeks ago, while speaking to another agent as a customer, I wasn’t rude, but I was definitely wasting their time. We weren’t prepared, and despite being told multiple times that the account holder needed to speak first, I kept pushing ahead. Looking back, I realize how frustrating that must have been for the agent, and I felt bad for not being more considerate of their time. They hung up on me and rightfully so.

Today, I had another experience while helping my sister, and this time, I made a conscious effort to be respectful, listen carefully, and make sure we were prepared. I was patient, kind, and followed instructions. The agent sounded surprised, and I think it’s because they probably deal with so many rude, abusive, and combative customers right from the start. That kind of behavior immediately puts agents on guard and adds a lot of stress, which can lead to an internal struggle to remain professional. It’s exhausting.

You don’t need to work in customer service to understand that kindness and mindfulness go a long way, but having done the job, I can say it really teaches you how important those things are. Agents deal with a lot of stress, often having to remain calm and professional while dealing with difficult customers. Simple actions like being prepared, listening, and showing respect can make a world of difference for both the agent and the customer.

I’m not writing this for praise, but to remind others that how we treat agents matters more than we think. Let’s all try to be more mindful—not just because it’s the right thing to do, but because it makes the experience better for everyone involved.

hi im filipino, hello sa mga pinoy dyan

sooo i had a call recently that really broke me, and I can’t stop thinking about it. A grandpa cx reached out asking if there was any way to retrieve videos from his Tapo camera. The videos were of his wife before she passed away and during her funeral. But he didn’t have a cloud subscription, and because of that, there was no way to recover them.

When I explained the situation, he admitted it was his fault for not subscribing earlier. But then he said, “I’m willing to pay anything right now, just let me have those memories back.” His voice was shaking, and it felt like he was holding back tears. I could feel how much those videos meant to him, probably his last connection to his wife and I couldn’t do anything to help.

I escalated the case for my L2 support, hoping there might be something, or anything, we could do. But the higher-ups just wanted the case closed as soon as possible. No instructions to show empathy, no acknowledgment of the situation, just cold procedure. It crushed me even more.

I told him how sorry I was for his loss and that I wished I could help. But hearing his voice, knowing how much he was hurting, and realizing there was nothing I could do , it hit me hard.

This was one of those moments that reminded me how real the human side of this job is. We deal with people in their most vulnerable moments, and sometimes we just have to face the fact that we can’t fix everything.

This will always stay with me as my first “core memory” in this role. It made me realize that while we’re here to solve problems, sometimes the most important thing we can do is show kindness and care.

To anyone else working in customer support: remember, your empathy might mean more to someone than you’ll ever know.

This shit has been bothering the hell out of me lately. It's my number one pet peve as of late. People will call in already with an angry mean tone, they ask if we got their letter/ email ECT, I say no, and they BLOW TF. UP. Like why??? Why the hell is that our fault ? And asking them to resend it they act as if we are asking them to off their first born child or something. It's so ridiculous

Call 1- helping a patient with a bill. Relatively not complicated and the patient was very nice and easy to work with.

Calls continue in that fashion.

Call 30- patient called in requesting forms be sent to her. I apologize but our department doesn't send forms to patients but you can go online, download the forms,fill them out and send them to where they need to go. I provide the website and tell her where to find the forms. If that is not an option, you may go into your facility, speak with an advocate or social worker who has the forms printed and can assist you in sending the forms and all supporting documentation to where they need to go. Patient: Then why the hell do I have a letter saying call this number if your department doesn't do that? Me: I don't know, ma'am. I apologize, but you can go into the local facility and they can assist you or you may go to the website and complete the forms that way.

Call 33: I need help getting my effing meds covered. Take the information, ask the patient what state they had services in, they give the information, I tell them that they need to provide this specific number to the pharmacy for their meds to be covered in this specific situation. Patient cusses some more, hands phone to pharmacy staff, pharmacy takes the information and says they will take it from there, patient hangs up before I can give a closing.

Call 40- an elderly lady called in asking if I was at 2 specific hospitals. I advised I am not and try to take her information. She's all over the place, asking why an ambulance company went a different route than where they should have gone and I need to call the ambulance company and find out why. I try to get the patient's information from her to verify, I can't verify, and end up transferring her to the local hospital where she said the patient would have been taken. Even if I had been able to verify the patient, we have no way of knowing what ambulance company took the patient or why and in those cases, we have no choice but to connect them with the local and have the local take over.

And the company wonders why so many employees leave when we get calls like this where patients can say what they want ,things we were never trained on, and support and help is non existent. We can only end a call if a customer is abusive or argumentative after 3 strikes and we have tried to de-escalate at least 3 times.

I now understand why I immediately go to bed after 8-9 hours of this crap and I question how I am still functioning and not a total raging bitch. Although I did yell at someone the other day in my family in total frustration from this job and I am the last to ever yell.

You call us for help. Then you ask if you can put us on hold to check something? You don't think to do it before you call us? You don't think we have other callers waiting? You don't think we have other people to help? You want us to call you back, when we have other people to assist, and they would have to wait too? Do you think we just exist to serve you, one person, specifically? God.

I work for a mail order pharmacy. I have to keep it vague. But I call on accounts that are new to the pharmacy, let them know the status of the order, update everything on the account and also provide information on benefits with the insurance policy. I usually enjoy my job. It's important to this story to state that I am a woman. And the people I call are usually 60+.

I call an account and reach a member. From the moment he picks up, he is nothing but rude to me. I verify the account and he starts screaming at me because he thinks he should have gotten his prescription last week. When I finally have a chance to talk I tell him that the turnaround time is 3-5 business days and we just got the prescription 11/20.

I try to tell him about a pretty good benefit he has where he currently has about $600 on a card that he can use for food, utilities etc and the card hadn't been activated so pretty sure he doesn't even know about it. He said, and I quote

"You're a woman. I don't need you to talk. I just need you to shut up and send me my medication".

I told him that I was trying to give him he may want to have but okay and ended the call.

I've dealt with jerks plenty of times before but never someone who sat there and degraded me for being a woman.

Perhaps this is a follow up to my new customer bits

We assist activating stuff like apple pay/digital wallet and it usually takes about only 2 mins because they're easy

CH: That was like magic! Thanks! Me: I'm glad I could assist in being your wizard today 🫡

Perhaps this is a follow up to my new customer bits

We assist activating stuff like apple pay/digital wallet and it usually takes about only 2 mins because they're easy

CH: That was like magic! Thanks! Me: I'm glad I could assist in being your wizard today 🫡

Why don't y'all let us answer your questions, and instead just keep talking when we try to help you? You ask something, then before we can anything, you interrupt us or talk over us? I don't get it. Can someone explain?

For all those who say “you’re being sexist! It’s not just men!” Edited my post. Happy? Goodness.

Working in a financial advisory call center, I often deal with clients making significant decisions. One particular call stands out. A client had recently come into a substantial amount of money through a win on Stake, a huge parlay he placed and was understandably anxious about managing it wisely.

From the onset, it was clear they were overwhelmed, expressing concerns about taxes, investments, and potential scams. I took the time to listen patiently, acknowledging their worries. Breaking down complex financial concepts into understandable terms, I provided information on safe investment options, tax implications, and the importance of diversifying assets.

By the end of the call, the client's tone had shifted from anxiety to gratitude. They thanked me for the clarity and guidance, expressing relief at having a clear plan moving forward. This interaction reinforced the importance of empathy and clear communication, especially when clients are navigating unexpected financial changes.

I’m grateful every. Single. Day. That I work from home. It’s the best thing in the world for someone who has social anxiety/social awkward. I don’t have to deal with social ostracization, the nerves, especially in the lunch room, being bullied (yes that still happens to a certain degree with adults). But I also deal with bad depression and anxiety that gets worse with shit going on., When I’m in my worst of days and worst that life has thrown at me I can’t even deal with talking to people. Being stuck to a desk with apart from two 15 minute breaks and a 30 minute lunch. I can’t work with a desktop.

I need to be able to sit outside a coffee shop with people around (that I don’t have to talk to) outside in fresh air (being stuck indoors makes the depression and anxiety worse). I need to be able to step away from my work and take a walk here and there. I need to not have to be ON all the time for that 7 hours I’m working. Even apart from depression and anxiety, this feels like treating human beings as robots. But it’s so hard to find a wfh job like that unless you’re a career professional.

I’ve been at my new job for almost six months now and I love it, but I’ve been struggling with dealing with angry customers. We have a returns policy for items bought that if the item is not satisfactory they need to pay for returns - this is clearly stated on the website. But still, it’s taking a mental toll being shouted at all the time about this

Most of the customers I speak to are elderly and this seems to make the problem worse. I’ve been in customer service since I was 17 but mostly face to face and i’ve always noticed older people (boomers and older) are sometimes extremely rude and like to shout til they get their way. I’m a young woman with a very high voice so I sometimes wonder if this has anything to do with how I’m being treated

My boss is happy with how I’m dealing with things but it’s all getting a bit much.

Any advice as to how I can assert myself a bit more from anyone more experienced than me? I’m fed up of crying at my desk!

UPDATE: Thank you for the advice, everyone! It's an extremely important subject that could potentially have dire consequences, which made me nervous, and laying it all out in one long sentence was probably overwhelming. I had them lead the conversation the entire way. Stated my name. When she was ready, she asked how she could help me. I simply stated "I would like to request my tax documents via mail to my new address, please" and 1, 2, 3, it was done. All that crap about how I can't log in, this or that being unfair, all of that is irrelevant. I received the tax documents in the mail today. I am officially the happiest man ever to receive my 1099s from the past few years [as to why is not the scope of this sub]

Her name was Megan and at the end of the call, I had asked Megan if there was a survey and/or if it would be appropriate for me to speak to the manager. She transferred me to him, and, he sounded extremely pleased and even mentioned to me "this is very good feedback! Especially considering her performance review is less than a month away! Thank you!" I also received a survey giving 10/10 everywhere, including the bit where it asks how long I had to wait for an agent. Despite having to wait longer than usual, I gave her a 10 here as well. I made sure to namedrop her in the additional comments with positive adjectives.

Question: "Is this your first time calling about this issue?" what is the most ideal answer in terms of metrics? On one hand, saying no means a repeat caller. On the other hand, it means that that specific representative who resolved my issue did so after several others before her could not.

THANK YOU EVERYONE!

</UPDATE>

Say the date is February/March of 2025, and you're finishing filing your taxes.

Only, you notice a discrepency: you seem to be missing the tax forms from a brokerage and another from a bank in which you acquired a $1,000 taxable bank bonus. No problem, right? Just a quick phone call. Wrong.. Every single year, I run into a scenario similar to below. I can't blame the call center rep if I have the same issue, every year, with different places. What are some reasons for the representative not understanding my request?

[Needing to receive tax forms from an old brokerage is just an example. There are many other instances in which a tax form is issued, but you don't have access to it]

Me: Hi, my name is <name> and I previously had an account at <financial institution> last year. I have since closed the accounts, and the company revoked my online access, so I'm unable to access the necessary tax forms I need to finish filing.

Representative: Sir, I cannot provide tax advice. You can view your tax forms online.

Me: Oh, no, I don't require any advice, just the forms. I'd love to be able to view them online, but my online access is revoked since I don't have an active account.

Representative: Well why would you assume you can log into an account if you... don't have an account?

Me: The tax forms would have been generated from taxable events that occured in early 2024. I just need them mailed to me. My account number is <####> and I can provide anyother verification as required.

Representative: This account is no longer active. It was closed early last year and cannot be re-opened.

Me: Look, I don't want the account re-opened. I just my tax forms. I'm aware that they were e-delivered, but I'm unable to access them.

Representative: If you can't log into your account, I can get you back over to customer service. If you've already been transferred there and they couldn't assist you, then you must not have any tax forms. I can provide you with the phone number for the IRS.

And this isn't a one-off situation. It happens every year. How can I be more clear? Should I invest in a headset? I know some call centers can be noisy. I've tried writing to them via postal mail, but they want a whole bunch of verification (rightfully so). I mean, the $1,000 taxable interest is easy enough, but brokerage firms can be tough to do it all by hand.

I occasionally receive the tax forms when sending an email from the email that was registered to my dormant account. But sometimes, they direct me to contact the number above.

Hey I need help So starting job in office as receptionist tomorrow. I have been trying to Google and find ways how to do this but every link is telling me something different. I want to figure out how to transfer phone calls to another number an an office phone. To do that do I have to 1) press hold (put the person on hold) 2) then press transfer button, 3) dial extension /number, 4) click transfer again, and then hang up?

Recently I realized I've been saying good afternoon as my greeting regardless of time. I clock in at 8:30am. Don't know when I started but I found it slightly funny when I realized and now I do it intentionally.

Every time I go into training, I do a "daily bibble" aka bibble from Barbie as my teams background. Every training is usually about 10-15 days. It tickles me.

I make little bingo cards for my coworkers. Or I do little graphics for activity word searches. Breaks up the mundane-ness of the day since our department is slightly slow rn

When I ask for dob verification, I will always say happy birthday/belated if it's within a few weeks span.

I recently had a scammer who called and got me somehow 5 times in a row. Didn't even change his Spotify station. Kept calling in within minutes of each other slightly changing his voice each time so I started doing it too lol.

Any time I get an angry caller, I redirect their frustration by getting them to gossip objectively about their situation. I have only ever had 2 people this has not worked on.

What are your favorites?

Why do Fridays always have to be the busiest damn day of the week??? It's so draining all week long and I look forward to Friday, only for it to be back to back calls all day. I'm just so exhausted, tired, annoyed, and feeling beat down emotionally..... I have a theory it's because many people call out or don't work on Fridays...

Hello everyone!

This post is to serve as both a bit of a vent/rant from me and a PSA about banks that maybe not everyone here knows.

The main thing that triggered this post is something that appears to be more of a common misconception that I thought.

I get clients on a weekly basis that believe that just because the bank "protects them from fraud" that means that if they just say the word fraud we'll take whatever they tell us and immediately give them their money back. Now I'm talking about "i went on this website that provided me nothing other than promises of a great deal and bought something, but now I got a bad feeling so it's fraud and I want you to give me a refund."

PSA portion:

1. The bank CANNOT just refund you for a transaction, the money has left our coffers at that point and the ONLY way to get it back (aside from the merchant sending it back), is opening up a (legitimate) claim for us to investigate and try to get it back.

2. Your banks fraud agents are trained to deal with most situations that can come up, just answer our questions to the best of your honest truth and we will work with you as best we can, however, bank policy is final, if we say we can't continue, that's it. Unless you lie to the agent, which I do not recommend.

3. More of a pet peeve due to call center standards, but please try to avoid telling full stories to answer yes/no questions. If I ask you "where do you keep your wallet?" And provide you the answers in front of me, there is literally no reason for you to add "it's in my wallet, which i keep on my person, which stays wherever I go, and is only off my person if I'm at home" Like... great that information is worthless to us, thanks for that.

There's definitely some more things I'm not quite remembering right now but those are some points I wanted to provide to anyone who didn't know before. I hope it makes your baking experience a bit easier.

Between banking and the local casino, I have completed six years of call center work. I’ve been a call-center supervisor recently. Just left a call center in a bank, tomorrow I start at a new bank. I’ll be in deposit operations and will no longer take customer care calls.

I will say because I started in customer care know the struggles. I’ll be more than happy to help when customer care now starts calling me call centers are not for everyone. It takes a special person!

Keep up the good work guys don’t let the customers get to you ❤️

AHT (Average Handle Time) is the absolute worst requirement in existence and needs to go away permanently.

I understand from Management's perspective that they need us reps to take a certain number of calls, but why can't they ever take customer experience into perspective?

I strongly feel that these managers prioritise greed and profit over and above providing any meaningful customer service.

Managers in this line or business lack any common sense and don't have the ability to comprehend a sentence written in perfect English. But most importantly, they LACK EMPATHY. They have absolutely no idea what we're going through mentally, and they definitely don't care. They're of this terrible mentality of wanting numbers or seeing results, which is understandable why they're asking that, but this one requirement of AHT needs to go away.

My fellow call center workers, do you agree or disagree to this, or are there other Key Result Areas that are irrelevant in this day and age?

2002ish, level 1 helpdesk job. some Joe blogs calls and i need him to open a cmd window and type some text... then press Enter. It doesnt work and i repeat. Type <the thing> then <press enter>

Still doesnt work....

Me: please spell put what youve typed. Joe: <the thing> P R E S E N T E R

Omg.

I work at the call center from a bank. It is super busy everyday and some customers are very very rude and bossy. They literally think they can talk to you however they like because they are customers especially from the Indian customers. (no offense to everyone just sharing my experience) today there's one dude calling and being super rude, he literally wont let me talk. I can't stand it and yelled at him. He said he wants to talk to a manager then I hang up on him. Lol. Tbh, no regret. This job pays low, heavy work load and very tight management. You need to sale 3 units per day like opening a new account, etc with no commission. If you late for like half the minute or you went to bathroom for more than 3 minutes, you will receive a message from the manager. You need to get good surveys from customers if not, your manager will talk to you. Your manager will listen to your call everyday, your manager's manager will pull out calls everyday. They even hire a legal team to pull your call once/month, if you fail compliance or procedure (by little) like you said one word wrong for more than 3 times. You would meet the "big boss" or HR. I had enough for this job...

I work for a company that manages state insurance. We take applications, give status updates, do renewals, explain letters, refer to MCO’s, the usual. A few weeks ago, a woman called me needing to do a pretermination questionnaire because the state said she was no longer eligible for coverage and wanted to find out if her circumstances had changed so she could qualify a different way. It was difficult to understand her because she was coughing and wheezing and you could tell she was having issues breathing. Turns out she was in HOSPICE care on an oxygen machine dying of COPD, alone in the world besides her daughter that works 2 jobs to take care of her children. So she didn’t have anyone to help her fill out the questions. I couldn’t even get past verifying her address because she literally couldn’t breathe. I asked her if she was okay and if someone could help her and she started crying and said she had no one. She had just done a breathing treatment so it was difficult for her to talk, but she was so scared about losing her coverage that she called us. She kept apologizing for coughing and said she’d be able to breathe better tomorrow…..I had tears running down my face and I could barely keep it together. Thank God my supervisor authorized us to call her back tomorrow to finish the questionnaire. I thought about her today, and it hit me that more than likely she’s already gone 😞 it’s insane what people have to go through in this country just to qualify for insurance.

For my mortgage call center I am also trained to take website calls. And while they are normally pretty long, this one takes the cake… this call in It’s entirety was two hours. The call itself took so long I forgot the original reason the person had called in… we started with trying to log him into the website. I sent him out a temporary password and he didn’t tell me for a half hour that he was using it as the username and locked his account again. so I had to send out another temporary password and I told him to save time please copy and paste this password into the password field on the website. Well, apparently he didn’t know how to copy and paste so he spent another 15 minutes googling how to login finally get him logged in and he says he wants to change the name on his payment method. so 15 minutes of the first hour was changing the name for the payment method… Next he goes I would like to log out and log back in just to see if I can do it with you on the line just for a troubleshooting…. So it takes another hour to get him in the website and I had to send three more temporary passwords to him… when we finally got him logged in the 3rd time he wanted to check the name and log back in a third time… at that point, I had to apologize and say, sir, it’s been two hours. I cannot continue to help. Did you have any other questions or concerns I can do for you today? He said no and I said perfect if you need further assistance logging in later please call us back. My stats took a HUGE HIT since I missed both my first break and half of my lunch…

I took this call almost 30 years ago and it still makes me laugh.

I worked in level 2 support for a large tech company. While working with a client, it became necessary to edit a file for their configuration. The individual lines of this file ended with a semicolon. Pretty straight forward stuff. This is where it took a turn to the comical.

I hear the clicking of the keyboard keys as my client is entering the line of code as instructed. I then hear a repeating “tap, tap”… “tap, tap”… “tap, tap” followed by a frustrated sigh. This happens several times. I ask “is everything ok?”

Client replies with…

“This is the problem. I can’t edit this file because no matter how fast I hit the period and comma keys together, I can’t make a semicolon. “

Thankful that the company I worked for provided phones with an enormous mute button on them.

I can still hear the “tap, tap”… “tap, tap”… to this day and it’s just as funny now.

Anyone here use the Genyses (sp) phone system? We currently are on Avaya and while It sucks more often than not, it’s pretty basic and simple to work. This new system is stressing us all out and I’d love to know if any of y’all use it For context I am in a credit union customer service call center. We haven’t started yet but the go-live date is next week sometime.

I’m not sure if this is the right group but I just started my first call center job and I have pretty mixed feelings about it. I started back in September 2024 with a full month of training that didn’t really help when I went solo. I’m already having thoughts of finding another job and I can certainly say I don’t like it but I’m also blessed to have this job because it is work from home and my hours are good I think. They do micromanage here and the constant talking to customers is always ehhh and obviously getting yelled at for something that is not your fault always sucks but I’m not surprised by it. I come from a retail background so I have always had to deal with customers and thought this job was going to be everything I wanted. They offer VTO a lot and I’m seeming to pick up more of it lately and it’s because I simply want to avoid talking to people and if I avoid talking to people on the phone then this isn’t for me but at the same time it’s a decent job and if I suck it up then I can just stay at home and get paid? Not really sure what I’m asking here other than how do you guys feel about having a call center job ? Do you like it? Do you hate it? How did you know? And do you think perhaps with more time in the field if I would like it more?

I work for an insurance company. I took a call today from someone who rang us last week about their fathers policy. Follow up from a call last week. The previous call took them through standard procedure to get a policy backdated and they lost the email to send proof to, so they wanted to know what it is. They put dad on the phone and he id'ed himself so I could talk about what is required (new system, so currently 2 procedures in place dependent on start date of policy. I had to find the policy to determine correct procedure).

Dad does not have a current policy. They insisted their fathers policy is with us. It isn't. They didn't pay it last year. We're expensive so I imagine they went elsewhere. I've worked there 14 years. I know how to find a policy if it exists. It doesn't. They are not insured with us. They did not like this information.

Customer: "I rang last week. I spoke to a consultant and she TOLD me that I was insured. SHE found the policy with no issues. I put my father on the phone and he identified himself and she found the policy in his name".

I pushed back. The policy isn't with us. She can't find something that doesn't exist. Customer insisted I was wrong. If you think it is with us, find me a policy number. She didn't like that at all.

"So what I want you to do for me today, is reach out to your manager. I want them to listen to the call and determine why she found the policy when you can't. She cancelled with the date I called and then said I could call and get it back dated further".

So we listened to the call. She was lying.

1. She said she put dad on the phone so we could discuss the policy. No. Dad was never on the phone.
2. She said the consultant found the policy. The consultant didn't even look for the policy because they did identify the caller and could see the caller did not have authority to discuss any policies not in her name - which she was told. Privacy law is strict in Australia. We will lose customers before we breach privacy law. With zero hesitation. The possible consequences are huge.
3. She said the consultant cancelled the policy based on the day she called and she only had to get it adjusted. Nope. Again, consultant didn't even look for policy. There was zero conversation had about cancelling the policy effective immediately and then adjustment to be made. Literally none. The consultant refused to talk to her in anything but the most general terms about our rules. The consultant couldn't see the policy. They could do nothing but general. The gave them information based on what the majority of policies have to go through (which is also the most strict of the 2 procedures) but at no time did they give any indication they'd found the policy. The opposite happened.

I don't get it. The customer knows none of what she told me happened, actually happened.

She knows she didn't put dad on the phone. She knows the consultant didn't say they found the policy. She knows the consultant said she can not discuss any policies the caller doe'nt have access too - and that they were advised they do not have access to any policies in anyone's name. She knows the consultant did not say they were cancelling a policy.

Why ask for the call to be listened to because "you'll see she found it"... when she knows, that isn't what happened? I don't get it.

Why?

Looking for help in hopefully identifying a person who has been hounding our call center with nonsense crank calls and mocking our employees. He starts his rant by saying "I don't consent to being recorded or monitored, I'm recording for gerbils". He continues to ask for a supervisor and berates our call center with remarks such as how stupid they are, calling them wet garbage and even mocking any accent our agent may have. We've had him call quite a bit and even reference his interactions with our other agents, commenting that they were an idiot. I'm wondering if anyone else has dealt with this individual - he calls from a 516 number that is a google voice number with no mailbox and he does not answer.

I found out last week my company is making the customer service department work full hours on Christmas Eve, the day after Christmas, and the day after Thanksgiving but the rest of the company will have these days off and paid (of course)

While I understand we will have the "major days" off, I feel sorry for my co-workers who might have had plans to travel to visit family or had other significant plans to spend the holiday. I'm completely bummed because I usually go to my sister's house on Christmas Eve to eat tamales.

It makes me upset that the rest of the company gets off while us in customer service has to hold down the fort. I don't know why we have to be open as I seriously doubt most customers will even be calling in on these days as most will be busy traveling and cooking and being with loved ones.

Has anyone else ever gone through this? I'm hoping the queues will be so low they will offer VTO.

I was in the phone with a customer, and it was a fairly pleasant conversation. The customer was nice, I could hear his wife and baby in the background, which makes this even more embarrassing.

Just as I was wrapping up the call, my bf texted me and having ADHD of course, I got a little distracted. The customer was telling me thanks and bye, and I said "I love you too. Bye!" And I instantly wanted to die. I was like "Wait - No!" And he clearly didn't know what to say either and was like "that's okay. We have a baby here."

Pls. 😭😭😭 I hung up as fast as I could.