Call Center Quagmire

Sunday night, damnit. It's 02:00am and I'm supposed to start work at 09:30am, not 09:31. I'm wondering why I'm still awake, even though I'm dead tired. I never used to be like this. There was a time when I enjoyed hitting the proverbial "sack" early, I enjoyed waking up and going to work, earning my pay. But not any more. Now I work at a call center for a large telephone company, won't mention any names as they are in the habit of going after anyone who smears their "good" name.

I'm still up because I dread waking to yet another year-long-week on the phones. And it's not the customers as I once thought it was. No, it's the other office related purgatory-like happenings that get to me. I've been doing this for 3 years now, and every day it seems to build up. I hate complaining, never enjoyed doing it. Pops taught me to keep my mouth shut and keep plugging away no matter what. But recently it's been getting too much. It's when I look at the clock on the screen and see that the day is just starting but already my heart feels like it's about to burst with the overwhelming stress and pressure of the "metrics" which run our lives, constantly.

Anyhow, I finally get some sleep, barely. The alarm sounds, which is like the horn of the damned blaring into my ears to signal yet another day, dragging myself through the countless minutes of understandably irate customers. I don't even bother to shower (my mood doesn't really differentiate between caring and not caring at this point) and get dressed, each sleeve more painful than the other. I choose to walk to work, a 20 minute walk, rather than drive. The reason being it gives me a chance to experience peace before I start diving into the endless sea of yelling, cursing, stats, and threats of disciplinary actions.

I get to work and take my seat, I'm 2.3 seconds late logging in so ofcourse I get the email asking me why it took so long to get my 6 systems up and running. I respond with an apology, it's really all I can do to prevent myself from releasing an all-out war of words which has been playing out non-stop in my mind for the past year. Finally, ready to take calls.

The day is long, filled with concerns about billing, questions as to what country I'm in, insults, managers patrolling behind us like Nazi guards in Auschwitz. I get to a point where I ask myself why I'm still here, and I find myself standing at the brink of quitting. However, it's not a choice that can be made, bills need to be covered, as well as rent unfortunately. It's maddening to be honest, post-traumatic stress and call centers do not go hand in hand. And being told to suck it up doesn't cut it since I've dealt with situations in the past that 95% percent of people in the this office would never want to go through And would not expect them to understand, so I don't blame them for assuming I'm just a miserable employee.

The day drags on, and on, and on. Soon it's over, but only for a short period of time. Monday 02:00am comes, and I don't want to close my eyes.

vicker1911 vicker1911
31-35, M
3 Responses Aug 9, 2010

Thanks guys, I appreciate the feedback! Felt good to vent

Hang in there. Nothing is permanent. I used to work in a call centre too and it was the most stressful job I had and I will never go back even though I am on social assistance. I know mentally and emotionally I can't handle it right now and I would most certainly be fired for losing my temper. So I admire you for being there for as long as you are. When the time is right, you will find another line of work. You will know when that times comes.

Thank you mate :)