True Life: I’m Working at a Call Center

Sup.

For the first time in my short blogging career I am behind! Not that I have a schedule or anything, but somehow I’ve gotten about 4 blogs in the pipeline that I’ve outlined but not posted. Hooray for inspiration! Hooroo for procrastination…

Life update: I’ve been temping at a call centre (My mac insists on Australian spellings still, should probably google about that) for a little over a month now and it has been quite the adventure.

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This is so real.

Here’s a bullet point summary of my past month in the call centre:

1. Humans Are…Interesting…

We all know this, but the call centre experience has shed further light on this fact. I’ve listened to and assisted a wide variety of humans. Some have been horrendously entitled, others downright creepy, and of course I’ve had the pleasure of speaking to the even-tempered angels in disguise.

Each time the phone rings it’s like rolling the die in a game of Eels and Escalators (I love Spongebob don’t judge me). When I answer, who KNOWS who it’s going to be? A disgruntled consumer? That one account holder who believes every one in the company should know who he is? A person with a suuuper thick accent I’ll have to struggle to understand? A flirty weirdo trying to get my facebook profile even though we’ve only been talking for 30 seconds? A fast talker with a short fuse? A person who thinks I can bend the rules just for them? Someone who thinks I’m a mind reader???????? A HEAVY BREATHER TOO CLOSE TO THE PHONE MIC?!?!?!

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Y’all…please be kind and thoughtful the next time you call in about your faulty product or unfortunate experience at an establishment. Us call centre representatives were probably not there when it happened and most likely don’t know the person who slighted you. We’re just here to help as best as possible. Also in the amount of time you’ve been on hold, your CSR has possibly been talking to the worst of the worst, so please be the best of the best.

Be kind. Have your receipt, order number, and/or personal info prepared before you call. Be humble, you’re the one who needs assistance. And please PLEASE make sure you have good reception.

2. It’s Been a Confidence Boost

I believe it’s easy to think less of a call centre role because of the grunge work and relatively low pay, but it teaches you A LOT. Obviously from the first point, how to treat people, but it’s also strengthened my communication skills and level-headedness. Even though I communicate in written word well I’m not very confident in speech. Those who are close to me know this painfully well.

As I was being trained, a critique I received multiple times a day was that I have the knowledge, but my confidence does not show it. I cringed so hard because this is actually a problem that has been around for a while that affects all areas of my life. Even as I have my phone interviews for other jobs, I can hear it as I answer the recruiter’s questions about my experience. It’s the worst.

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On the bright side, thanks to the tough love from my co-workers, I’ve grown in my confidence! It helps to be told often that the callers can basically smell fear and uncertainty. They totally can.

To be successful in a call centre you must exude confidence over the phone.

3. The Call Centre Crew is a Family

Honestly, it is. As soon as I arrived everyone was welcoming and constantly made sure I understood what was going on. They warned me about infamous callers and gave me tips on how to avoid mistakes they made when they first started. We have potlucks, inside jokes, and heart to hearts if need be. Also, because of the many Spanish speakers in the office, I’m getting to sharpen my Spanish skills!! I feel very fortunate to have a call centre experience like this, there’s drama, but I know it could be way worse.

Now, I still get laughed at for being a rookie. There was no mercy when I was on a call and I was trying to tell a customer “We have forty boxes available.” when in reality I just said, “Ferder berxes.” Or the time when I said, “Have a good day!” and the customer remained silent so naturally I responded to myself and said, “You too goodbye!” Yet, in true family fashion, they still accept me as the baby of the CSRs…while making fun of me.

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4. Recharge Time

In the call centre, it’s all or nothing. You’re either backed up with calls in the queue and have no time to eat your cucumber slices or you get 1 or 2 calls in an hour. I’m not really sure which I prefer, the former makes the day go by much faster. The latter is wonderful because it’s allowed me to ponder many things, write cards, read books, and formulate blog posts.

I’m grateful that God has allowed me to work here, it’s becoming clear that this is a time for me to rest up until the next full-time job He places me in. I have had multiple, deeply groundbreaking moments with God during my shifts. He’s been showing Himself in so many ways, but also has given me busy times on the job so my mind doesn’t get overloaded with epiphanies.

All that’s to say, it hasn’t been perfect, but it’s been awesome. Each day I have to fight to live by the Spirit when I get sassy customers on phone, but I see God’s providence here. I don’t know how long He’ll have me in this role, but I trust His timing and plan a lot more  than I used to.

Now listen, you who say, ‘Today or tomorrow we will go to this or that city, spend a year there, carry on business and make money.’ Why, you do not even know what will happen tomorrow. What is your life? You are a mist that appears for a little while and then vanishes. Instead, you ought to say, ‘If it is the Lord’s will, we will live and do this or that.'” 

-James 4:13-15

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Moore Awaits ♥️

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