They set you up for failure! The premise of me taking the job was that i wouldn't have to work overtime or nights, during the first 2 weeks of training they changed that on me(pretty unprofessional). The 2 weeks of training did not come close to preparing you for the job. You will be yelled at by anger customer it's just a given, especially with the poor business practice of any ISP company, people are just going to be upset because their service isn't working, or they are being over charged. When this does happen there is a high probability you won't be able to "de-escalate" the call, when its time to escalate to a manager the process is insane. Managers are in meetings a large portion of the time (doing god knows what) and if you actually get on on the phone they try their best not to take the escalation (when a customer asks for a manager its Wildy inappropriate for you to continue troubleshooting or to continue trying to resolve the issue its just rude to the customer) you just have to hit them with "the customer is refusing to talk with me" so they actually have to do their job Not to mention the manager have to get on their computers a large portion of the time and have to log on to their soft phone as well(why wouldn't they already be on the computer and on their phone that is their job) this process can take 10mins sometime all while the customer is getting angrier, I have had some many different customer tell me "I think it's funny your manager won't talk to me" and honestly it is I just recently got a new manger the guy is very unprofessional says things like "i thought i would have to beat you guys over the head to get you in this meeting" and "I am the first person who will go to war with you but I am also the first person who will put a bullet in your head" he literally said that to me this is very inappropriate. I am on edge when ever in in a conversation with him. Call center work has an emphasis on "quality assurance" basically you have to say a bunch of stuff on the call every time, I am not a robot and its exhausting. I do generally like to make people laugh and be friendly, but QA is a joke, again i am not a robot having to say this script that the customer doesn't want to hear the majority of the time will take a toll on you. they are not so much so focused on actually resolving technical issues, especially if the issue is cause by internal and has generated a lot of unnecessary work for us. Field technician will install modems with setting that have known issues and it guarantees a callback generating large amounts of unnecessary call volume. There are several other examples that happen frequently where the customer gets screwed. You mention this to management and nothing changes. Partly because i think they feel position is threatened (you may take their job) I highly recommend you don't take this job unless you really have to, this place has completely jacked up my mental health. I feel like i am going to throw all the time and i get frequent diarrhea from the anxiety. I have plow through 4 monsters a day just to pay attention with the anxiety and its extremely difficult to eat or sleep.
