My Call Center Experience.
- Shift Schedule and Preparation
My shift at the call center ran from 4 PM to 12 AM, officially an 8-hour shift. However, I had to arrive by 3:30 PM for a "huddle session" where the tip of the day was discussed. I typically left home around 3 PM to make it on time.
- Daily Routine and Challenges
Upon arriving at the office, the first task was to attend the huddle session organized by the Quality Assurance (QA) team. This session covered updates on revised internet and call packages, new services introduced, and, unfortunately, often involved public criticism of underperforming employees. This practice created a toxic environment right from the start.
After the huddle, I began my shift at 4 PM. If the morning shift workers logged off late, it would delay our shift start and we would have to make up for this lost time after 12 AM. This could extend our shift by 20 to 40 minutes, leading to an additional burden.
- System and Breaks
Logging into the system, which included email and the Avaya telephone portal, could take up to 15 minutes due to slow internet speeds. Breaks were another contentious issue. We were entitled to three breaks: two 15-minute breaks and one 30-minute break. However, taking these breaks required permission from our Team Leader (TL), who supervised a team of 40 agents. This often meant waiting for approval, further contributing to the stressful environment.
- Call Handling and Performance Pressure
Once logged in, calls would start coming in within seconds. Our TL pressured us to end calls within 1 minute and 60 seconds, which was unrealistic given the average handling time (AHT) was over 4 minutes. We had to listen to customers, understand their issues, find solutions, guide them to the right package, and send confirmation messages—all within a very tight timeframe.
Moreover, we were instructed to promote self-service options like using WhatsApp or the company app for package inquiries. This conflicted with the QA team’s expectation for us to provide detailed and professional guidance on every call. If we made any mistakes, the QA team would reprimand us both privately and publicly.
- Stressful Breaks and Unresponsive Supervision
Even during our breaks, the pressure didn't ease. Calls between 8 PM and 11 PM were overwhelming, with a high volume of customer inquiries. If we needed assistance with a customer query, our TL was often unresponsive, adding to our frustration. In cases where customers were upset about deducted balances, we were told to placate them by any means necessary, often leading to further dissatisfaction.
- Customer Interaction and Emotional Toll
Dealing with customers was particularly challenging. We faced a constant barrage of complaints, insults, and vulgar language. Despite this, any inappropriate response from our side could lead to disciplinary action from the QA team, as the mantra "the customer is always right" was strictly enforced. On average, we handled 100+ calls per shift, and each interaction required a specific greeting and closing statement, making the job monotonous and exhausting.
- Extended Hours and Health Impact
Our shift technically ended at 12 AM, but due to initial delays, we often worked until 1 or 2 AM to ensure we completed the full 8 hours. This disrupted our sleep and personal lives, causing physical discomfort from prolonged sitting and resulting in swollen legs and feet. Despite these hardships, we had to deal with personal responsibilities at home, adding to our stress.
- Overall Experience and Learnings
This job was a significant learning experience. The toxic work culture and high-stress environment were mentally and physically draining. However, I gained valuable skills in communication, understanding diverse customer needs, and overcoming language barriers. Interacting with customers from different regions, from Gilgit-Baltistan to Karachi, broadened my perspective on varying mentalities and improved my ability to convey and understand points effectively.
supportive work environment and good relationships between employees and management cannot be overstated. Despite the difficulties, the experience taught me resilience and adaptability in a high-pressure setting.
Coco
