I haven’t been in the call centre this week. Normally that would mean I’m happier and more relaxed, but things haven’t worked out that way this time. Instead the call-centre has been ominously hovering above me like that space ship in District 9.
The reason is because things have got so bad. The latest thing is the new seating plan our manager has come up with which leaves me, for the majority of my shifts, sat on my own in a hinterland of unoccupied seating like a soviet era dissident sent to Siberia.
Our great leader has also prohibited us from using wrap-up as apparently we should be dealing with system issues like leaving notes, processing refunds etc whilst on the phone…. and that’s at the same time as dealing with stacks written correspondence too. It really defies all logic. When I’m on a call I find out what the customer wants, or what the issue at hand is, then agree and confirm a course of action. This done I end the call there and do anything I then have to do on the various systems we use. It is impossible for me to do this system admin ‘whilst on the phone’ as I finish the call as soon as possible in order to as my employer insists keeping call times as low as possible. I have no need to keep the customer on the phone so what do I do ask them to hang on whilst I type and click through system menus? Ok, but then my call time goes up.
Sadly this is typical of my manager who doesn’t actually do the job and just watches a live stats feed day in day out. I feel she is out of her depth and taking it out on some of us making our jobs and our lives harder.
My stress levels have been continually rising as what was a bad job becomes an unbearable job. Even typing this is stressing me out so I know that I have to make a huge effort to leave.
Anyway, better get back to job hunting.