Coping with "call center burn-out"

Una_dagmar · Jun 20, 2003, 05:49 AM

I've been talking to a lot of call center agents lately, and we have the same problems: underpaid, overworked, and unhappy.

How can we cope with this?

greenspan · Jun 20, 2003, 05:59 AM

are the call center agents from teh Top 4??

LodRose · Jun 20, 2003, 06:02 AM

if u r on a graveyard shift: go back to school.

get a post grad degree, a second degree, a law degree, anything! no matter how long it takes.

u will learn more, and after u graduate u'd be more marketable.

and that would keep ur mind occupied so it would think that the call center thing is a stepping stone to something bigger.

because no matter what call center agents might say about it, it's just getting the phone. how does one grow from that intellectually?

Una_dagmar · Jun 20, 2003, 12:58 PM

Quote:

Originally posted by greenspan
are the call center agents from teh Top 4??

Most of them are from the "top" 4.

I find it quite pathetic since these 4 started out as top-paying companies as well as "employee-friendly" organizations. Now, even if I try to close my eyes and deny it, the fact that they are starting emerge as "profit hungry" to the expense of the employees, remains. Basic pays were reduced even if other benefits relatively remained the same. Working conditions are starting to become non-conducive for optimal perfromance. You could try observing employee attendance and see if what I'm saying is true or not.

Totnak Boy · Jun 20, 2003, 03:40 PM

do something that you really want. It doesn't matter if doing what you want is not achievable right now, as long as you work your towards it.

And, of course, do what you want if it can sustain you, and if it can help others along the way

If you don't know what you want yet, I suggest Dr. Spencer Johnson's "Who Moved My Cheese?", then John Maxwell's "Your Road Map for Success". It helped me a lot when I was in your situation

hth!

greenspan · Jun 21, 2003, 07:27 AM

Quote:

Originally posted by Una_dagmar
Most of them are from the "top" 4.

I find it quite pathetic since these 4 started out as top-paying companies as well as "employee-friendly" organizations. Now, even if I try to close my eyes and deny it, the fact that they are starting emerge as "profit hungry" to the expense of the employees, remains. Basic pays were reduced even if other benefits relatively remained the same. Working conditions are starting to become non-conducive for optimal perfromance. You could try observing employee attendance and see if what I'm saying is true or not.

btw, what do you mean by "underpaid"???

because, what i know is getting underpaid are common more in banks... when you get paid 7,500 per month and works 9 hours per day including the 1 hour break...

angelina_jolens · Jun 23, 2003, 10:44 AM

Quote:

Originally posted by LodRose
if u r on a graveyard shift: go back to school.

get a post grad degree, a second degree, a law degree, anything! no matter how long it takes.

u will learn more, and after u graduate u'd be more marketable.

and that would keep ur mind occupied so it would think that the call center thing is a stepping stone to something bigger.

because no matter what call center agents might say about it, it's just getting the phone. how does one grow from that intellectually?

AMEN!

Una_dagmar · Jun 23, 2003, 11:30 AM

Quote:

Originally posted by greenspan
btw, what do you mean by "underpaid"???

because, what i know is getting underpaid are common more in banks... when you get paid 7,500 per month and works 9 hours per day including the 1 hour break...

Being underpaid does not necessarily include the amount per se. What I'm driving at is that the effort given is not equivalent to the salary received.

thehitman · Jun 23, 2003, 11:42 PM

Maximize your breaks. If it's one hour, don't go back to your workstation until there's only one minute left.

Maximize your days off. Don't just sleep the entire day. You might think that this is a good way to cool down after a week's work, but when it becomes too routinary, you'll think the days off are just for you to recharge your batteries to prepare you for the next working day. Go out and have fun. Your body will thank you for it.

If you are asked if you want to volunteer for OT, don't bite (well, don't bite always). I know the pay is good for OT work, but it's not worth the burn-out you'll experience afterwards. Doing OT work is fine sometimes, but don't make it a habit.

And one more thing. Don't take irate callers personally. Most reps find it hard to cope with angry, screaming, cursing customers. Remember that they are not mad at you (most of the time), but at the lousy service, the computer glitch that prevents speedy processing of their requests, delays in shipping, etc. Treat each call, irate caller and all, as nothing more than another call. You'll live longer. In time, you can listen to irate callers cursing to their hearts content while you are busy reading chapter 4 of Harry Potter.

Una_dagmar · Jun 24, 2003, 06:19 AM

...experienced being segregated just because you're performing less compared to the other members in your team?

...come to a point of loving your work and your customers love you so much, then suddenly, your morale plunges just because you don't do what everyone does?

GeNzO13 · Jun 24, 2003, 07:24 AM

Great message the hitman

Una_dagmar, call center work is one of the more stressful occupations. Here are my 3 steps into avoiding call center burnout

Time management is crucial. In your 9 hour shift, give 110% of yourself for those 9 hours. After your shift, try going home asap. If you've got some extra work to be done, try to be more efficient.

People. Immerse yourself with a supportive group of agents. Try to obtain best practices from the agents that are doing well. Get feedback from the right peers and leaders. Maybe you could learn the solution into performing higher.

Lastly, Reward yourself. Once every quarter a scheduled leave sounds great. Treat your family or loved ones to a dinner. Or how about a nice trip with friends during your day off.

There are so many ways to avoid this burn out. It's just a matter of reframing your situation. Instead of looking at the glass half empty, try seeing the positive side of your situation.

Best of luck.

kixter · Jun 24, 2003, 07:44 PM

It is really getting boring every minute but the thought of resgning, applying to a new company, have to go through all the probations and not knowing if they will regularize you just energizes me to not be bored with my work.... the good thing is that we are not in the phone support and get not to hear the BS the members are having straight to your ears......

It really matters on how you manage it...... especially if the people you work with becomes your friend, you're eager to meet them.......... after work, we all play basketball, or we go out for some drinks...... or even go out of town....... just try to make it interesting by yourself and not to try and wait for the company to make it interesting for you............

k!xT3r!!!

HoRnY4NiE · Jun 24, 2003, 08:26 PM

Quote:

Originally posted by thehitman
Maximize your breaks. If it's one hour, don't go back to your workstation until there's only one minute left.

Maximize your days off. Don't just sleep the entire day. You might think that this is a good way to cool down after a week's work, but when it becomes too routinary, you'll think the days off are just for you to recharge your batteries to prepare you for the next working day. Go out and have fun. Your body will thank you for it.

If you are asked if you want to volunteer for OT, don't bite (well, don't bite always). I know the pay is good for OT work, but it's not worth the burn-out you'll experience afterwards. Doing OT work is fine sometimes, but don't make it a habit.

And one more thing. Don't take irate callers personally. Most reps find it hard to cope with angry, screaming, cursing customers. Remember that they are not mad at you (most of the time), but at the lousy service, the computer glitch that prevents speedy processing of their requests, delays in shipping, etc. Treat each call, irate caller and all, as nothing more than another call. You'll live longer. In time, you can listen to irate callers cursing to their hearts content while you are busy reading chapter 4 of Harry Potter.

very well said...!!! actually im a newbie to call center industry...this is my first job...though the pay is not that rewarding (heheheehhe which doesnt bother me at all coz i really cnt do anything about it) the training that i had was really good...

im just giving myself six months...and im outta here!!! im not for call center...i know that since day one...im just after for experience and i think i had enough!!!

candycandy · Jun 25, 2003, 09:08 AM

to everybody else here..

Be contented that you have a job. Some people are unemployed and looking for a tidious, underpaid jobs for as long as they have something to receive every month. No matter how hard it is to work at least they are surviving especially to those people who badly needs an income just to sustain their family's needs.

candy2

craziegirl · Jun 26, 2003, 11:27 AM

Quote:

Originally posted by candycandy
to everybody else here..

Be contented that you have a job. Some people are unemployed and looking for a tidious, underpaid jobs for as long as they have something to receive every month. No matter how hard it is to work at least they are surviving especially to those people who badly needs an income just to sustain their family's needs.

candy2

I so agree with you...you guys dont hate the job, its the way you cope with things if you keep complaining about the same sort of thing what makes you think it wont happen again if you work for another company? If you dont enjoy it and your not challenged then move but dont complain and complain and not do anything about it and one more thing I dont know who said it here but call center is not as simple as answering calls, it could get a lot more complicated than that because you are dealing with different types of people across the globe...try calming somebody down while they are cursing at you..its not easy believe me. Yun lang po.

ambertookme · Jun 26, 2003, 12:17 PM

been in the industry for the past 3 years. ok naman.i guess the bottomline is u liking the job,not the job liking u.if ur not really for this industry,then career switch is always an option. not many people are called for this kind of job.im telling u,it's not just picking up the phone!

cmax · Jun 26, 2003, 09:01 PM

ambertookme is right. if you get tired of the job, you might want to try out other career options. working in a call center is not just answering phone calls. it takes lots of patience and problem-solving skills as well. and it is indeed a very stressful job. it's not for the faint-hearted.

Una_dagmar · Jun 27, 2003, 08:56 AM

Quote:

Originally posted by ambertookme
been in the industry for the past 3 years. ok naman.i guess the bottomline is u liking the job,not the job liking u.if ur not really for this industry,then career switch is always an option. not many people are called for this kind of job.im telling u,it's not just picking up the phone!

Hey guys, don't take me wrong...I love working in a call center. I love talking to people even if they can be really irate. The thing is, I hate being in sales, and my superiors won't let go of me to move to customer care (which I find very interesting). Is that right?

benetton06 · Jun 28, 2003, 05:07 PM

working in a call center is very stressful but it's the way you handle it...When i'm stress i usually go out w/ my friends or w/ family. And being in a call center helps me a lot to help my sister to continue her studies...

Isn't great!

prettyme_michel · Jun 28, 2003, 05:59 PM

i've been here for over 8 mos now and to tell all of u, it's not really boring because to me, i'm learning a lot! there are just times that i really feel burnt out because of the stress...irate callers,8 hours problem solving... and i have to admit, sometimes it feels like i don't have enough time for myself and my family anymore. Plus, it's true that the pay doesnt compensate the kind of work we all have. Though it's a lot bigger than those people not working in call centers...
I'm thankful i'm not in sales...i'm not just good with that.


Jun 20, 2003, 05:49 AM	#1
Una_dagmar $$ The Real Thing $$ Join Date: Aug 2002 Location: Above and Beyond	Coping with "call center burn-out" I've been talking to a lot of call center agents lately, and we have the same problems: underpaid, overworked, and unhappy. How can we cope with this?


Jun 20, 2003, 06:02 AM	#3
LodRose +Grok Offline / -Go Pfft Join Date: Jun 2000 Location: New Dubai (X25/8)	the remedy if u r on a graveyard shift: go back to school. get a post grad degree, a second degree, a law degree, anything! no matter how long it takes. u will learn more, and after u graduate u'd be more marketable. and that would keep ur mind occupied so it would think that the call center thing is a stepping stone to something bigger. because no matter what call center agents might say about it, it's just getting the phone. how does one grow from that intellectually?


Jun 20, 2003, 03:40 PM	#5
Totnak Boy 0917-5387080 Join Date: Aug 2000 Location: Metro_Manila	try a career shift do something that you really want. It doesn't matter if doing what you want is not achievable right now, as long as you work your towards it. And, of course, do what you want if it can sustain you, and if it can help others along the way If you don't know what you want yet, I suggest Dr. Spencer Johnson's "Who Moved My Cheese?", then John Maxwell's "Your Road Map for Success". It helped me a lot when I was in your situation hth! Last edited by Totnak Boy : Jun 20, 2003 at 03:56 PM.


Jun 24, 2003, 06:19 AM	#10
Una_dagmar $$ The Real Thing $$ Join Date: Aug 2002 Location: Above and Beyond	Have you ever... ...experienced being segregated just because you're performing less compared to the other members in your team? ...come to a point of loving your work and your customers love you so much, then suddenly, your morale plunges just because you don't do what everyone does?


Jun 24, 2003, 07:24 AM	#11
GeNzO13 The Closer Join Date: Apr 2000 Location: Las Pinas	It's just a matter of reframing Great message the hitman Una_dagmar, call center work is one of the more stressful occupations. Here are my 3 steps into avoiding call center burnout Time management is crucial. In your 9 hour shift, give 110% of yourself for those 9 hours. After your shift, try going home asap. If you've got some extra work to be done, try to be more efficient. People. Immerse yourself with a supportive group of agents. Try to obtain best practices from the agents that are doing well. Get feedback from the right peers and leaders. Maybe you could learn the solution into performing higher. Lastly, Reward yourself. Once every quarter a scheduled leave sounds great. Treat your family or loved ones to a dinner. Or how about a nice trip with friends during your day off. There are so many ways to avoid this burn out. It's just a matter of reframing your situation. Instead of looking at the glass half empty, try seeing the positive side of your situation. Best of luck.


Jun 20, 2003, 05:59 AM	#2
greenspan fed chair Join Date: Nov 2001 Location: makati	are the call center agents from teh Top 4??


Jun 23, 2003, 11:42 PM	#9
thehitman The best there is Join Date: Jan 2001 Location: Calgary, Albert	Maximize your breaks. If it's one hour, don't go back to your workstation until there's only one minute left. Maximize your days off. Don't just sleep the entire day. You might think that this is a good way to cool down after a week's work, but when it becomes too routinary, you'll think the days off are just for you to recharge your batteries to prepare you for the next working day. Go out and have fun. Your body will thank you for it. If you are asked if you want to volunteer for OT, don't bite (well, don't bite always). I know the pay is good for OT work, but it's not worth the burn-out you'll experience afterwards. Doing OT work is fine sometimes, but don't make it a habit. And one more thing. Don't take irate callers personally. Most reps find it hard to cope with angry, screaming, cursing customers. Remember that they are not mad at you (most of the time), but at the lousy service, the computer glitch that prevents speedy processing of their requests, delays in shipping, etc. Treat each call, irate caller and all, as nothing more than another call. You'll live longer. In time, you can listen to irate callers cursing to their hearts content while you are busy reading chapter 4 of Harry Potter.


Jun 24, 2003, 07:44 PM	#12
kixter LordoftheMonsters Join Date: Jan 2002 Location: deep in Fangorn	It is really getting boring every minute but the thought of resgning, applying to a new company, have to go through all the probations and not knowing if they will regularize you just energizes me to not be bored with my work.... the good thing is that we are not in the phone support and get not to hear the BS the members are having straight to your ears...... It really matters on how you manage it...... especially if the people you work with becomes your friend, you're eager to meet them.......... after work, we all play basketball, or we go out for some drinks...... or even go out of town....... just try to make it interesting by yourself and not to try and wait for the company to make it interesting for you............ k!xT3r!!!


Jun 25, 2003, 09:08 AM	#14
candycandy -=always w/ you=- Join Date: Dec 2001 Location: Cavite	simple message to everybody else here.. Be contented that you have a job. Some people are unemployed and looking for a tidious, underpaid jobs for as long as they have something to receive every month. No matter how hard it is to work at least they are surviving especially to those people who badly needs an income just to sustain their family's needs. candy2


Jun 26, 2003, 12:17 PM	#16
ambertookme B A D U I Z M Join Date: Nov 2001 Location: hostel sa slovakia	been in the industry for the past 3 years. ok naman.i guess the bottomline is u liking the job,not the job liking u.if ur not really for this industry,then career switch is always an option. not many people are called for this kind of job.im telling u,it's not just picking up the phone!


Jun 26, 2003, 09:01 PM	#17
cmax ===member=== Join Date: Oct 2002	ambertookme is right. if you get tired of the job, you might want to try out other career options. working in a call center is not just answering phone calls. it takes lots of patience and problem-solving skills as well. and it is indeed a very stressful job. it's not for the faint-hearted.


Jun 28, 2003, 05:07 PM	#19
benetton06 Member Join Date: Jun 2003 Location: manila city	.... working in a call center is very stressful but it's the way you handle it...When i'm stress i usually go out w/ my friends or w/ family. And being in a call center helps me a lot to help my sister to continue her studies... Isn't great!


Jun 28, 2003, 05:59 PM	#20
prettyme_michel Member Join Date: Jun 2003	i've been here for over 8 mos now and to tell all of u, it's not really boring because to me, i'm learning a lot! there are just times that i really feel burnt out because of the stress...irate callers,8 hours problem solving... and i have to admit, sometimes it feels like i don't have enough time for myself and my family anymore. Plus, it's true that the pay doesnt compensate the kind of work we all have. Though it's a lot bigger than those people not working in call centers... I'm thankful i'm not in sales...i'm not just good with that.