Comments on: Top tips for dealing with call centre stress

By: vinesh

vinesh — Tue, 26 Oct 2010 07:50:19 +0000

Hi there i’ve been working in a call centre for 5 years, its always been outbound, target driven, time keeping, insurance enviroment, always wanting,wanting, but never giving bosses,no incentives,no increases, no bonuses, team leaders and sales managers gets all the glory we just get worked lyk a machine, every year has become more and more difficult for agents with more call centres opening leads are over processed, clients becoming more irratible, i quote ” THIS IS THE 5TH CALL 4 2DAY DONT U GUYS GET IT, NOT INTERESTED” this is the most stressfull job in the world and yet air traffic controller ranks no1 what a joke, i could do that with my eyes closed, try been a call centre agent then, and then only will you know, not angry just facts, really stressed please help. reply

By: JO

JO — Wed, 22 Sep 2010 20:32:37 +0000

I WORK IN A CALL CERNTE ,AND I KNOW EXACTLY WHAT YOU MEAN,YOU WALK INTO THE BUILDING AT THE START OF YOUR (SHIFT)VERY 1960″S)im surprised they dont still make you”clock on”,,very demorolising work places,,they are obsessed with “TIME”,,and they wonder why staff morale is low

By: Eldavo

Eldavo — Thu, 15 Jul 2010 17:27:19 +0000

I’ve recently taken over a sales team of 7 Team Leaders who all have teams of 10. We constanstly have over 20 calls queuing, the Team Leaders are consistently stressed dealing with supervisor calls, reporting, sales targets, me giving them more work and they are at breaking point. What can I do?

By: vicki

vicki — Sun, 17 Jan 2010 09:48:48 +0000

Hi, I’m new to the call centre world. I feel that most of my calls are good but I’m still learning. Can the operations team target an individual? I feel like their’s a personality clash involved and they have the “POWER”. Any thoughts would be appreciated.
Signed, am I losing my sanity?

By: purvi

purvi — Thu, 27 Aug 2009 08:36:05 +0000

hey this is really appreciable , u have used the fantastic echniques to make a stress free environmrnt for an call center. this are rreally practical notions you have used i m also working in a company as a call center co-ordinator and seen that agents are using these techniques to be stress free. thanks and regards for your fruitful mail.

By: Top tips for dealing with call centre stress | Call Centre Helper | TY4calling

Mon, 06 Jul 2009 07:21:52 +0000

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By: Tracey

Tracey — Fri, 26 Jun 2009 12:21:32 +0000

Roxanne, having worked in call centres for over 16 years I know how you feel and have suffered similar feelings myself. A move to another platform I am afraid would only bring more of the same as the problem is systemic (designed into the system).

Traditional managers always believe that it is you that has the problem, wrong job, wrong skills, can’t cope etc.

A good (systems thinking) manager would come and spend time with you in the work, learning about the type and frequency of demand that you receive, understanding from the customers perspective why they are angry (usually due to the fact that something has gone wrong) and what matters to them, and then taking action on the system to stop it from happening in the future. Of course they would also learn that most of your colleagues feel as you do, the reason you get angry customers is because the company and system of work let them down and when you understand the cause of the failures and fix them, angry customers go away and staff are happy in their work.

You should try and get your manager to come and work with you in the work, if they don’t come or do do but fail to take action then perhaps then you should consider leaving; not because you have failed you just have bad managers.

Good Luck!

By: Nicole

Nicole — Fri, 26 Jun 2009 03:47:07 +0000

Hi Roxanne. I was an agent and was promoted to managment so I can honestly say that I know how you feel. You must consider though that if a caller can reduce you to tears, then maybe customer service is not the industry for you. I have had to have this converstation with agents in the past but only because it was painful for me to see how customer service can affect people. And that is not to say that you are not good at what you do, posting this entry alone speaks to your work ethic because you are taking time to remedy the situation. However, you cannot control your emotions though. You must be the nicest person and this is why it hits you so hard, because you cannot understand why people are the way they are. It comes with the territory though. Again, you will do fine. Just find a job/career that does not make you feel that way.

By: roxanne

roxanne — Thu, 25 Jun 2009 19:20:12 +0000

hi! My name is roxanne and i’m from Romania.I work in a call center of a bank since 2007 and for 4 mounth i’m begging my manager to move me on other platform where i’m not takeing calls. I feel like i have no energy to do my work, sometimes i’m crying after a difficult call with a customer that scream….and i told all of this to my manager and he don’t want help me. Please tell me is is some thing wrong with me or my manager should give me the help i need so much?????