So by the end, I was a (middle) manager of the staff on the phones. I had the power to “fire” customers. I would not have hesitated to close the account of a customer, making them get a new Internet Provider/email address for any of this. Our people were worthy of respect and our customers knew it. Or they weren’t our customers any longer.
Comment on Daily discussion thread: 👾 Tuesday, May 14, 2024
StudChud@aussie.zone 4 months agoI wish it was just coworkers/management
I’ve had customers scream at me, threaten to unalive themselves or me, threaten to shoot me, masturbate on calls, speak to me like I was a phone sex worker, call me every name under the sun, tell me I’m a bad person and I should unalive myself, and threaten their own children.
Had some spout qanon stuff, and scream about 5g causing cancer while using their mobile to conduct the call. Scream that lefties are ruining the country.
Had people tell me that land tax is stupid and not know what it goes towards (roads, infrastructure, schools, were my answer), that it was just funding trans people to abuse children 🙄. Scream about having to sell their investment properties (not my fault). Some spoke down to me, or call me racist names because they though I was an immigrant (I’m not, not that it makes it okay).
Threaten to find me and rape me, wanted me to tell them my last name, tell them my home address, call me queer slurs. Ask me out, ask me to talk dirty to them, and demand I do something against company policy.
All this because I was just doing my job, or I was taking too long, or I told them they had to pay xyz bill, or tell them it would take X time for payment to be received/refund to land. Never told anyone my political leanings, never provoked them. I think you lucked out, because these days people have gotten worse and worse.
Nath@aussie.zone 4 months ago
ajsadauskas@aus.social 4 months ago
@Nath @StudChud Nath, it's great you had a good job experience.
But not all call centre jobs are like that.
Many call centres are micro-micromanaged.
Adherence to work hours. Conformance to schedule. Call handling time. Calls per worked hour.
There's often caller feedback forms, and those irrational or malicious customers basically decide if you keep your job.
The calls are recorded, and your team leader or dedicated contact centre staff listen in randomly.
In many commercial organisations, there's a mandate to upsell or cross-sell, even if it's an angry customer who wants to close their accounts.
In those cases, you also get judged on the average value of products you sell, and the percentage of calls you upsell on.
You have already angry people who have just been on hold for up to an hour, and have been transferred across different departments and teams.
And there are some men who are either creepy or misogynistic when dealing with women over the phone. And yes, clearly it's a small minority of men. But that small minority exists, and they're shitty.
StudChud@aussie.zone 4 months ago
Thank you, you get it!
dumblederp@aussie.zone 4 months ago
I found people were more aggressive to me as a CSR than as a bouncer.