Call Center Jobs. (employees, apply, companies, paid)

[glass_of_merlot]

I have an appointment on monday morning for a assestment test at a call center for Regions Bank. Have any one of you worked in a call center and what was the good vs bad things about the job?

[DreamWeavin]

Originally Posted by glass_of_merlot

I have an appointment on monday morning for a assestment test at a call center for Regions Bank. Have any one of you worked in a call center and what was the good vs bad things about the job?

I've worked in a call center but not a Bank call center.

Good points:
(1)You have a job
(2)Most customers are nice to talk to and the one's who aren't can turn nice if you don't talk down to them or get irate just because they are. I considered that a challenge-the irate customers, that is and quite enjoyed deaing with them and ending up the call with them all happy!
(3)Environment is usually pretty nice and clean
(4) the hours can vary. some like that-I did

The BAD
(1) Management is sometimes on an ego trip
(2) Calls are monitored and nitpicked by manager
(3) NO matter how many accolades you get from a customer-the managers only recall any bad calls you might encounter
(4)don't drink much because bathroom breaks can be few and far between
(5) May end up working holidays (but as I said, I don't know how a bank handles that)
(6) really irate customers who won't act reasonable no matter how nice you are. Don't let them bait you into an argument--that only will bite YOU in the end ( no pun intended)

[Prettygyrl777]

I worked for QVC (briefly) when I was in college. It was a fun job- but then again, it's a great company to work for. Everyone (from maintainance to the security staff to upper management) seemed really happy at work! LOL Pretty unusual. It was nice only because we dealt with customers who were voluntarily calling in to buy things. On the other hand, when you work at a company that cold calls (randomly calling people to sell goods) then the environment will be drastically different. If you are trying to meet sales goals or trying to earn a commission, the management staff may really get on your case to perform. Some companies are just downright brutal- if you don't perform, you get the axe. I haven't worked in a call center in years but I know there's a different view on in-bound versus outbound calls and customer services versus sales. Working for a bank, I assume you're providing customer service (and not sales?).

Well here's my overall impression of call center work:

Good- it's steady work. You usually have a set schedule and since you're on the phone all day, the day seems to fly by.

Bad- controlled environment- you have short breaks and you're basically stuck at a desk all day. I'm not a phone person so being on the phone for more than 4 hours drives me nuts. Dealing with horrible customers- I haven't had anyone curse me out at QVC but I hear it happens! And I think the worse is 'over the shoulder' management. I think it's just the nature of the business. Quality control is number one! So I guess they're required to watch your every move.

[nnyl]

Originally Posted by glass_of_merlot

I have an appointment on monday morning for a assestment test at a call center for Regions Bank. Have any one of you worked in a call center and what was the good vs bad things about the job?

I presently work, in an in-bound call center. Dream Weavin just about pegged the job.

The good, is like Dream Weavin said. You have a job, so many don't these days. And yes, if you look at dealing with irate customers from the lens of "it's not me they're mad at", it does make it a little more palatable to handle. And handling it as a challenge to turn the irate caller around, also makes it more do-able. Even still there are customers that you cannot reason with no matter what. I am fortunate to work in a call center where it is an option, in those instances, to escalate the call to a supervisor to handle.

The bad, as far as I'm concerned:

1. Weekend work, mandatory, pick one, you "WILL" work either a Saturday or a Sunday, mandatorily, or both if you so choose, no exceptions.

2. Holidays. If your schedule is such that a holiday happens upon what is your normally scheduled day to work, you just about cannot get out of having to work that date. i.e., upcoming Labor day. Monday is a normally scheduled day for me to work. I could put in to ask for it off, but more than likely the request would be denied. It's happened, before numerous other holidays. Maybe a bank call center would be a little different in that aspect, I don't know.

3. By far, the worst, at least in my opinion is the isolation. You are stuck (and monitored, virtually) at a cubicle, tethered to a computer monitor and a phone set. Not like you can get up and stretch your legs as you walk this file over to this other desk, or something of that sort. You are, for your entire shift, sans a short bathroom break if you're lucky, tethered and basically *confined* to that one little space.

4. Lack of any real interaction with fellow employees. You don't really get to develop any friendships at work really, not much conversation with co-workers over work, or any other topic. You are tethered to a phone line, and likely talking to a customer. And if you don't happen to have a call presently, chances are real good you turn to ask your neighboring co-worker a question about something, but they are on the phone with a customer. So there isn't a lot of interaction between co-workers.

5. The feel of "big brother", sort of. You are monitored "virtually", your call states. Whether you are active in a call, or in an after-call state documenting what you just did in the prior call. If you spend too long in any one call-state, you can be questioned on it, and usually are. That isn't typically a problem, however, for those who are serious about their job, and came there to put in an honest day's work and do their job and do it efficiently and accurately.

6. And, the industry that I work in, and I would imagine banking to be about the same. There are always numerous changes to the way things are handled. Always numerous changes that we have to keep apprised of, and stay on top of. Yet from the moment you arrive and sign onto the phones you are handling customers. Not a lot of time to familiarize yourself with changes and how to implement them. That can be frustrating and a bit of a problem. But where I work there is a system where one can apply for time off the phones for "learning and development". It is a 24 hour turn around time. In other words if I apply on Monday for "Learning and Development" time-off-the-phones, they will usually grant it, (for a time slot outside of high volume incoming calls) for the next day. So it can be frustrating to be handling calls, with one hand tied behind your back as to the changes that have been implemented that you haven't fully apprised yourself of, haven't had time to do so.

All in all, the environment that I work in, the job that I do, is rewarding. I like the feel of solving problems and making customers happy, when I can (can't always).

Good luck to you.

[Family_Guy27]

Good: Day seems to fly by.

Bad: Everything else.

Well I've only worked at one call center, but we didn't even have wrap up times. As soon as the customer hung up another call would come in right away. Luckily we didn't have scripts. I think call centers aren't that bad depending on who the people you are helping are. For example if you're helping out internal clients then they seem to be more civilized, but the general public can be hell and suck the life out of you. I did it for almost 3 months before I couldn't take it anymore. I think they say once you make it past 90 days you can expect to be there a while. Many like me don't make it. One girl in my training class was in tears after two weeks of taking real calls.

[TVandSportsGuy]

The Good-"you make new friends and have a steady clash flow"

Bad

don't get paid for holidays
don't get sick or personal time
Have to work saturdays

[glass_of_merlot]

Thanks for all your answers. My scedule is actually not bad. I would work Saturdays from 6 am - 2 pm. Perfect time to get off on a Saturday. Sundays the banks are closed so is the call center. I would have one more day off between Monday and Friday and my shift would be 10 am - 7 pm.
No holidays. After all it is a bank.
This works perfect for me. I hope I get the job.

[glass_of_merlot]

Originally Posted by Family_Guy27

Good: Day seems to fly by.

Bad: Everything else.

Well I've only worked at one call center, but we didn't even have wrap up times. As soon as the customer hung up another call would come in right away. Luckily we didn't have scripts. I think call centers aren't that bad depending on who the people you are helping are. For example if you're helping out internal clients then they seem to be more civilized, but the general public can be hell and suck the life out of you. I did it for almost 3 months before I couldn't take it anymore. I think they say once you make it past 90 days you can expect to be there a while. Many like me don't make it. One girl in my training class was in tears after two weeks of taking real calls.

Once back when I lived in Sweden I worked for a Swedish version of 411. It is kind of what you say. Calls never stopped. We took maybe 300 calls per shift per person. Rude customers doesn't bother me anymore. I worked retail for a long time and I had too look these people in the face while they cursed me out so how can have them on the phone be much worse?

[marylee54]

They short your hurs. The CC I worked at, if call volume was low they'd pick certain ones to send home. Just like that, you'd be told to leave. Then I found out certain ones would hang around the break room and be called back when the other's had leftYou didn't get your hours and oftentimes I would work a 6-7 hour day,, rarely 8 hour/day.

[glass_of_merlot]

Originally Posted by marylee54

They short your hurs. The CC I worked at, if call volume was low they'd pick certain ones to send home. Just like that, you'd be told to leave. Then I found out certain ones would hang around the break room and be called back when the other's had leftYou didn't get your hours and oftentimes I would work a 6-7 hour day,, rarely 8 hour/day.

Wow, Im glad this is not a CC company. It is just a regular 40 hours a week job at call center. People call in and do their banking but over the phone.