End of year is always rough in the Contact Centers but does it feel even worse this year?
(Make fun of call center employees all you want and treat us like trash but we’re a face of the company.)
8 replies (most recent on top)
When you used to sit across the desk from the customer explaining coverage of their settlement they never spoke to you the way the telephone tough guys do today. To much risk of having your chiclets all over the floor.
Doesnt matter the season, its always horrific. Claims, underwriting, CCC....all nightmare jobs where you are put in a position to be abused on the phone over issues that are largely out of your control, with ZERO compassion from the company about it all, and no care or consideration that the company is putting you in this position to save money, and has no intention to fix it (its not one of our metrics so it doesnt exist!)
Also the executives value your roles in this position as much as they would otherwise pay an offshore call center person. Be aware of this. There is a reason they let things get so nasty, and have yet to lift a finger to stop insane turnover thats crippling the companies ability to help their customers....and has been for a long time now..
lost their minds implementing service, system model and CRM and architecture including A accounting, LMS and HR systems/integrations that indeed exploit employees, policyholders and claimants.
Big bonus for big shots ready to retire from their so called careers
Call Centers is just one of the issues (Thanks Consultants and third party partners )
Traditionally the holidays are a bit crazy, however, all year long is super toxic since the company is literally in shambles getting anything done with claims or underwriting. So everyone you deal with has already had it by the time you talk to them.
Would be a shame if they actually addressed this, and you know, maybe retained some of their call center abuse jockeys. Maybe next decade?
‘‘tis the season to be cranky. Happens every year.
They have definitely forgotten the employee. It used to never be that way. I feel your pain. The economy is absolutely no help.
Yeah, something about the holiday season turns everyone into jerks. Been that way for a long time, but I have a feeling that it's gotten worse in the last few years. Too many people want instant gratification when things actually do take time to be done well.
I feel bad for you guys. I was one of you for 4 years. They lied to me in order to get me in the job I thought would be as an “underwriter.” Turns out it was a call center rep with the title of underwriter.
Please keep your head up and don’t let this job impact your health. Leave if y needed.