Quote:
Originally Posted by newapollo
I know that feeling well, having worked in call centres for 2 different companies for 12 years. I do feel sorry for the call handlers, especially with the volume of calls, righting wrongs from overseas.
Listening and empathy were a must, sadly seems to be lacking nowadays.
I was often in trouble for not sticking to the script. I used to put myself in the callers shoes, think outside the box, and always tried to make it a one call solution. It was impossible to keep to time allowed on individual calls, sometimes the time "allowed" was taken just passing DPA.
I enjoyed being pulled of the calls, answering emails instead, however those times were few and far between as that "bonus" was due to availabilty.
I still hate being on the phone myself, even to family and friends.
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When i joined my call centre job i was trained on two different lines so had double the training....they completely stopped doing that with the next tranche of staff they hired. Had many angry callers at times who had been waiting over an hour to get through etc... we hired a few more staff a few years later on temporary contracts and i spent many months training them up only for those new members of staff to be given full time contracts and put on paperwork/emails etc which was a very cushy number! the reason why i wasnt allowed to escape the phone calls after so long? i was too experienced...so the people who'd been there less, still needed to be fully trained up got the better job...
I looked for a new job fairly quickly then!
To make my post "on topic" have to say i'm embrassed with the picture quality of the La Liga channel. For someone who watches a lot of football it seems we wont miss out on euro 2020 this year and the 3 or 4 games a day lifestyle since the calendar for the next 6 weeks looks even more jammed than ever!