The Long-Term Reality of Working in Call Centers

Anyone who has ever worked for a call center will be able to relate to this. As with any career, there are nuances and realities that only those who have held these jobs can truly understand.

Working in a call center can often feel like existing in an alternate reality. You’re working behind the scenes; often the invisible customer service army keeping a corporate giant in business. Every customer who calls you seems to think you are personally responsible for their frustrations, and seems completely unaware that you too are a human being just trying to make a living.

Luckily, there are a few things that can make the lives of employees working in this environment easier. For example, having the right call center software and maintaining a positive corporate culture.

Here are some painfully funny and ironic feelings that will hit home with anyone who has ever worked in a call center:

Unwavering empathy

When you answer phones for a living, and the majority of people are calling you because they have a problem, your vocabulary will naturally change over time. Eventually, you will find yourself starting every single conversation with something along the lines of “I completely understand your concerns” or “I’m very sorry”. After all, you’ve been trained until you were blue in the face to speak with empathy and defuse every situation. But this will slowly become so engrained in your brain that it will seep into your conversations with family, friends, and colleagues. You won’t even notice you’re doing it.

Don’t call my cell — i don’t use it for that

Texting and emailing will become the ONLY way your friends and family can reach you. Every time your phone rings, you’ll hit the ignore button. The thought of answering a phone call outside of work hours will cause you immediate and extreme anxiety. 

High blood pressure

On the outside, you remain cool as a cucumber. You’ll get at least one customer each day who berates you and each time, you will handle it like a champ. But on the inside? Your blood will be absolutely boiling. You’ll have visions of setting things on fire and maybe even experience chest pains from the stress.

Weight gain

Many people who work in an office setting wind up gaining a few pounds, but being attached to a phone for 8 hours each day is an entirely different level of being sedentary. In addition to being chained to your desk, you’ll be surrounded by people who like to bring treats to work and spend their days snacking. Weight gain seems unavoidable unless you have the self-discipline to turn-down Judy’s chocolate cake.

While it’s true that working in a call center can be difficult, these centers are often the backbone that allows large companies to provide essential customer service. If having a productive call center is crucial to your organization, check out the cloud-based call center software from Nectar Desk. With the free trial option, you can ensure it’s what you need before you buy.