Posted in Articles
This could be an article I guess, but this is more of a blog for me as it is personal to myself.
We’ve all had to deal with call centres at some point in our lives and we all know they can be incredibly infuriating, especially when they can’t give you the answer you were looking for, or they are seemingly dragging their feet on an important issue. This can lead to frustration and people being abusive towards the staff because they think that they are not doing their job well enough.
Let’s look at it from the other side. I work in a call centre, so I know what goes on.
Today I had a person call me who was incredibly patronising and rude for no apparent reason and I couldn’t retaliate for it would be unprofessional and I would be sacked. I was boiling with rage and I have never been so angry even when I have had people shouting at me down the phone.
Private details blanked out for privacy reasons
* * indicate thoughts or explanations
me: Good afternoon ********** Helpdesk
him: good afternoon my name is ***** can I take yours please
me: *pauses because no one ever asks my name*
me: what is the problem you are having?
him: I have no problem, what is your name please I said my name now tell me yours
me: *thinks great, i’m gonna have a right dickhead*
me: “my name is Katherine”
him: okay now what is the portal
me: *explained*
him: and what does it do
me: *explained then started thinking why is he snooping here I’d better take some details*
him: *asks same question again despite me explaining*
me: sorry can I take a telephone number please
him: can you answer my question first thats how a conversation goes
me: *infuriated* *answers question*
LATER…
him: can I register
me: no I dont think so you need to be a lawyer or insurer
him: can you find out?
me: *FINE!!!* okay then just bear with me *puts on mute to calm down*
me: I’ve been advised to tell you to go to this website but no you can’t
him: okay, I suggest you should have been trained more before you were put on the phone, you’re probably too young anyway
me : *FUCKING DICKHEAD TWAT* 
:@
him: okay thankyou bye
me: ….
It’s so infuriating and I was so wound up because he was being a dickhead and I so wanted to tell him.
There’s been other calls where we’ve had people moaning that nothing has been done on a problem when in reality we have chased this up with our other department and there’s simply nothing else we can do until the other department gets back. Also when people don’t get the answer they want they start moaning and shouting for nothing. They complain that the turnaround time for password resets are too long but if we could reset them ourselves then don’t you think we would!!
Then you get the people asking if we can hurry their application along because it’s urgent and it’s like nobody gets special treatment why didn’t you apply sooner before it got to the urgent stage.
It’s not always the call centre’s fault. Sometimes it’s other departments dragging their feet and other times it’s simply the callers fault for not leaving enough time and expecting the assistants to magic it out of thin air then complaining that they haven’t, so give some consideration to those poor people who have to put up with your abuse.
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He asked for your name? I mean, I don’t work in a call centre, but isn’t that weird? Usually people go straight to asking their question and stuff. But anyways, that guy is just rude! “That’s how a conversation goes” What the hell. I mean, he should have just gotten to the point in the first place to avoid wasting time!
Ugh. I hate it when I can’t speak my mind because I’m trying to be polite, or I could get into trouble. I’m just boiling inside, thinking of ways to pound this person too death! And the only way I can release this anger is when I rant to my friends or just blogging.
Maybe I’ll just wait until someone posts it online. HAHA. I don’t really want to waste my money on something that I just make fun of. But it would be really nice when I’m with my friends! It’s so funny
I’m really curious how they’re going to show Bella having a baby and such. I mean, there’s going to be kids watching. T_T
You was going to give it 2 and a half? I am glad yo didn’t, as I said, generous.
I feel your pain about that sort of work. I work on the phone like a lot. 80% of my roll is to answer customer calls, and the other % is admin (which I prefer). It use to get to me a lot when people get to me like that but after a a few months I kind mellowed out and stuff. I jut don’t put up with any racism or racial slurs, ever. I don’t mind giving my name, how old I am whatever, but do no utter the N word to me or I am gonna put you in your place and hang up — no exceptions.
You must get it when Customer apologise for being jerks “I know it’s not you btw, it’s the company. SO I am sorry for shouting.” < That is just a joke, apologising for something they ain't really sorry for??! I away say "Well sir/madam, you knew it was the company and not myself so I don't know what to say really." That shuts them up.
In hindsight, unless the person is rude or wrong, I am always nice.
Omg, what an ass! I have had to call there for my mom once and she couldn’t talk to them because her hands were full, and they treated me like a little girl. If I can dial a 7 digit number and talk to some asshole for 5 minutes, I think I’m a little older than 2, right? Ugh. They upset me so much -_-.
But we all have to deal with them, just like you said. :/
I understand why you’d be so upset that guy was definitely a twat. I will say that on the customer end, I have dealt with some pretty rude call center employees. Ones where I was being friendly and nice and they were short and unresponsive and basically acted like they just wanted to get off the phone and not deal with customers. I’ve sensed aggravation just because maybe I didn’t understand their response or something, but I remained calm and friendly. I understand that people may be at the end of their shift and just want to go home, but it’s really no way to treat a customer just like it’s no way for a customer to call and be a complete twat.
Oh I feel so sorry for you, Kat. *hugs* I’m sorry you had to deal with that shit. That guy was so rude. I think we all have a little bit of a hate for people in call centres because we think they can’t do their job. Now I feel a bit bad for abusing those people. I never do it to their face, but I express annoyance when I tell people stories.
That guy was very, very rude to you, especially when he said you were probably too young. I wish you had picked up his number as well so you could report him or something.
I think it was rude that he asked for your name. When I get in touch with someone doing that job, usually they tell me their name before asking for mine. And sometimes you, as the person helping, want to address them by their name to be more polite.
This guy didn’t even seem thankful of your help. I totally understand that sometimes I get sent to different representatives from different departments because some people may not be able to solve my problem but I should be appreciative that they ARE doing their job.
You’re welcome! I’m glad you are getting ideas and your brain is being more imaginative!
Ugh, I know. Today I went to uni with plans for doing work and stuff, but I didn’t get around to doing it and I had lunch and stuff, then cursed myself for not getting around to it.
Arggh. Time is so important, I think I need to make more timetables now. D:
I like group work with my friends too, but yeah… when we get put in groups I don’t always get along with everyone. It’s a real shame.
Oh hahaha LOL, I was SOooooo pissed off when the goat ate my hair though. It was long back then and I just… it was just gross. :P
I see, I see. My boyfriend likes David Tennant and hates Matt Smith because he thinks David was much better… he doesn’t really watch the new series now. Someone else told me that the plot gets a bit repetitive! :P
Hopefully you can save up money for an SLR one day. :3
I must admit, I get annoyed with a lot of call centres, but the way he spoke to you was just plain rude and out of order.
The only times I get annoyed with call centres are when the person on the other end of the line can’t speak English and is working for an English company, is clearly incompetant or if they keep ringing me, pestering me for something.
I’m generally polite to the people even if they annoy the hell out of me because I know it’s only their job. I did get annoyed with one though because he couldn’t speak English, had no idea what I was talking about and was just plain dumb.
I ended up having a go at him telling him that if he couldn’t speak a language, he shouldn’t be working for a company whose services go to that particular country, and that if his job was to help someone he should bloody well learn how to do it. I asked to speak to someone in charge and when he asked if he could offer me something else I slammed the phone down.
I probably shouldn’t have been quite so rude but his impatience with me was kind of like the guy you had to deal with.
I seriously can’t see why someone would start talking to you like that with no provocation or anything. And to tell you you’re probably too young… I’d have gone mad at him. I don’t think I would’ve been bothered about getting sacked.
I would’ve been like “I’m nearly fucking 20, you prick, and I’m probably a lot more educated and intelligent than you, so go fuck your mum!”
*BANG* phone down.
But I guess it’s good you stayed calm.
that’s weird that he called and asked your name like that. he was rude for no reason, but i guess thats what happens when you work customer service.
Its really good that you stayed calm and didn’t yell, because then he would’ve done the same thing right back to you.
hopefully your other calls aren’t so bad!
Most of the people I’ve talked to at call centers just aren’t nice. I don’t believe I’ve met a nice one yet! Which is sad :/.
There are a couple of good songs out now, and I’ve become obsessed with “Love the Way You Lie,” even though I hated it at first. I’m not a big Katy Perry fan, though I like her song “California Gurls.”
if you don’t go again, you’ll never get better, and it’s going to suck when your friends all go and you don’t want to because you hate it. I hated it at first, too, but it always gets better <3.
Go again! Falling down is part of the process of learning!
i can only imagine how much crap you have to go through at a call centre! i’ve read many articles basically on ‘how to abuse the other person on the other end of the phone’ for retention plans for cellphone companies. some advice customers to be aggressive and some advice to be nice… of course, i’d never get mad over the phone…
i think he asked for your name just to get a reference, so if he ever has to complain about you, he’d know who to ask for and to get you intro trouble… its a jerk move haha
i work as a sales person and i get a lot of stupid customers that harass me when it comes to bargaining and complains.. it really is fustrating and i get a headache every single time.
one friendly customer who also works at a call centre told me to apply for a job but i don’t think i’d ever be able to deal with such anger! i rage too often… to deal with customers like that would kill me.
some people just come off as agressive but it was really rude of him to just straight up tell you to get trained!