Coping with "call center burn-out" [Archive]

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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

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

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

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

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. :rolleyes:

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.

:cool:

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. :cow:

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!!!
:hiphop:

HoRnY4NiE

Jun 24, 2003, 08:26 PM

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.

:cool:

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.

:cheers:
candy2

craziegirl

Jun 26, 2003, 11:27 AM

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.

:cheers:
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

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...:yum: 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. :*)

AnDrOid_007

Jul 3, 2003, 02:01 PM

Aral na *** ulit tau.... HEHEHEHE :bounce:

Una_dagmar

Jul 3, 2003, 06:10 PM

Originally posted by prettyme_michel
I'm thankful i'm not in sales...i'm not just good with that. :*)

Tell me about it! Hehehe!

Una_dagmar

Jul 3, 2003, 06:31 PM

Originally posted by AnDrOid_007
Aral na *** ulit tau.... HEHEHEHE :bounce:

Balik nyo ako sa school...:D

luckyenriquez

Jul 4, 2003, 09:44 PM

maraming yosi break!!!!

Daemon_Seraphim

Jul 5, 2003, 04:13 AM

tanong ***...totoo ba na Etel pays 15k/monthtapos nireduce nila nd ginawang 12k/month? :hmm:

Una_dagmar

Jul 5, 2003, 04:43 PM

Originally posted by candycandy
to everybody else here..

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.

:cheers:
candy2

...and I'm one of them, iha...:*)

Una_dagmar

Jul 5, 2003, 04:45 PM

Originally posted by Daemon_Seraphim
tanong ***...totoo ba na Etel pays 15k/monthtapos nireduce nila nd ginawang 12k/month? :hmm:

so true...and for the sales programs, 10 k pa nga since may commission (which will take forever to get).

tekkies

Jul 6, 2003, 12:17 AM

who's the Big Four?

I am working for 3 years now in a call center but not as a phone rep. =)

lech0n 420

Jul 6, 2003, 07:21 PM

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.

:cool:

very true.

for my 30-minute breaks, i devote two minutes for the john, 15 minutes for my smokes, 10 to 12 minutes to hang out with my non-smoking officemates in the canteen, and the remaining time to dash back to my workstation...

what i do is keep things to a maximum of two OT shifts per week. as long as my body can take it, i'll handle it, but too much OT could waste the lechon out of your system...

as for irate callers, i used to be traumatized by my first bunch of 'em. actually, my very first call had my caller demanding a supervisor because i didn't know what the lechon i was talking about! :redgrin: one thing that helped me treat irate callers as another part of call center life is the mindset i adapted, that they're not too far off from babies or toddlers crying when they don't get what they want.

it's like thinking "what's their bleeping problem?" instead of thinking "maybe i am their problem..."

these days, when you see me handling irate callers, you'll often find me laughing my head off while holding on to the mute button... :rotflmao:

LECHON = LYDIA'S (TM)

amPOGIko

Sep 8, 2003, 09:18 PM

tingin nyo ba di kayo mabuburn out pag lumipat kayo? not unless dream job nyo yun pero kahit na..dadating at dadating yung panahon na tatamarin kayo sa ginagawa nyo..ang tao minsan lang makuntento..tapos kahit naman anong job dito sa pinas underpaid ka e..unless mataas na talaga posisyon mo diba.ano ba yan..wala na ko mashado sense..antok e..hehehehe.umm..sa call center naman..ako kasi ako pinakamababang nahahandle. i chat, i surf, i download, heck, i even burn cd's. pero i still make quota. pag feeling ko malapit na ko mag give in sa stress, i think of ways to relieve myself of it. ngayon nag ge gameboy ako.may emulator ako sa pc ko.hehehe.anyway, sige..tatapusin ko pa tong breath of fire.

Jareth

May 26, 2004, 02:21 PM

well... i just chill to avoid burn out

despite my repeated *****in'- well, call center peeps are luckier than some of their counterparts in the other industries.

it's a matter of how you look at it.. and we make our own happiness (or misery)- sorry, kagigising ko lang eh :D

HoRnY4NiE

May 26, 2004, 07:48 PM

Originally posted by HoRnY4NiE
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!!!

hmmm...im taking this back! hehhe...im beginning to like working in a call center...not only i receive good salary and benefits (or i should say i'll be receiving coz i just recently started with one of the top call centers in the country) i also gain lot of friend...save money or take certification programs/masteral degree...oh well... yan ang balak kong gawin hehhhehehe

LINGGIT^F

May 26, 2004, 08:42 PM

haynaku magpasalamat ka nlng at may trabaho ka..dahil mahirap maghanap ng matinong trabaho dito sa pinas :bash: ako nga eh nagtatiyaga nlng, dahil andami kong binabayarang utang (credit cards, bills, etc etc)..di ako puwede lumipat sa ibang trabaho na mas mababa sweldo.

HoRnY4NiE

May 27, 2004, 05:19 PM

Originally posted by LINGGIT^F
haynaku magpasalamat ka nlng at may trabaho ka..dahil mahirap maghanap ng matinong trabaho dito sa pinas :bash: ako nga eh nagtatiyaga nlng, dahil andami kong binabayarang utang (credit cards, bills, etc etc)..di ako puwede lumipat sa ibang trabaho na mas mababa sweldo.

para ba sa akin to? heheheh oo naman laking pasalamat ko sa call center kasi dami nyang nabibigay na trabaho sa mga filipino youth...lalo na ngayon hirap ng buhay

mikeabundo

May 28, 2004, 06:37 AM

Kick @$$ on the weekdays, kick back on the weekends. :)

DarthScully

May 28, 2004, 06:55 AM

FendeR_21

May 28, 2004, 12:23 PM

Darth y u quitting? burn out na?

edching908

Jun 4, 2004, 06:16 PM

I just gave in to such a blowout early this morning. I couldn't find enough rest for my cold, so it gotten worse while I was taking in calls. Call it a "strike one" when it comes to baseball. Two more of these incidents, and I'll declare myself out of the call center rat race.

This is my first since joining the industry last April, and its against my wish to do it. But my health is more important than my job.

DarthScully

Jun 4, 2004, 11:15 PM

Originally posted by FendeR_21
Darth y u quitting? burn out na?
burn out from this type of job, its so monotonous its driving me nuts. i'm transfering to a job (still a call center) where you use a bit more grey matter.

cara_19

Jun 6, 2004, 10:30 PM

i think that its all a matter of adjustment...there had been lots of times when i just thought of not reportin to work, m2log na lang at home o mag-resign coz its really stressful specially pag outbound ka... but you know, its really hard to find a job at the moment... besides when you look at it at a more positive view, parang ok na **...kesa naman magpakapagod ka sa ibang trabaho na sobrang baba ng sweldo at pagod ka pa ng sobra...:p :p :p

love one another or perish...:yum:

fartmanfart

Jun 7, 2004, 09:21 PM

mag take na lang tayo ng nursing at mag abroad :devil:

FendeR_21

Jun 8, 2004, 01:03 AM

not a bad idea to take nursing, right now my 4 cousins from the province are staying here at home while studying BS NURSING here hmmmmmmmmmmmm .....

leftwinger

Jun 8, 2004, 01:40 AM

i guess we all are victims. presently im in the red circle, which means no increase for me next year or the coming years (if im still there).

at our account in our company, everyone is all stiff, and movements are numbered. seems numbers are in for us this year. the environment is no longer conducive. maybe next year we'll be transplanted with a chip and an antennae.

what makes me stay long here is the people, not all of course, coz you get to cross paths with jerks and wannabes. it's like the people you are with there are your only source of motivation in the office premises. kaya ang hirap umalis.

it's really tough to perform at your best when you got a rope tied to your arm, with a ball and chain attached to your leg.

FendeR_21

Jun 8, 2004, 10:51 AM

i feel i alreayd have a chip and antennae in my body leftwinger, i just hope they rest my batteries :)