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Call Center Drones Are NOT The Enemy

Like many 20-somethings starting out in the world, I worked in a call center. For 5 months I was the voice on the other line, saying "Thank you for calling (insert company) support line, how may I help you?"


It was hell.


I could tell you wonderful stories about adorable senior citizens who treated me like their own granddaughter, of loving parents panicking over their children's safety devices malfunctioning who called me an angel, of pet owners apologizing every other minute when their cat/dog/bird wouldn't shut up. But I can hardly remember them.


What I DO remember in vivid detail is callers cussing me out, screaming, and threatening me on a near daily basis for problems I had no power over.


"I'm sorry to hear that, but dropping your device in the bathtub does not qualify you for a replacement." This got me death threats.


"Sir, I cannot refund the price of your new smartphone because our device doesn't connect to it. All compatible devices are listed on the website for this purpose" I was cussed out by and old lady and her daughter for this.


Now, I'm sure there are some less than friendly call center agents that don't provide good service, but for the majority, here's what you need to know:


We are not the enemy. We do not hate you. We do not have a vendeta against you and we get no joy from telling you no.


You are likely screaming at a 20-something kid making minimum wage, just trying to make ends meet. We are constantly monitored for compliance with ridiculous scripts. If you forget a step, you get a demerit. If you misquote, demerit. Spend over 10 minutes on one call, demerit.


By the time I found a new job, I was drowning, dreading waking up in the morning to more abuse.


So next time you're pissed off and calling in to complain, ask yourself this: would you say the same things to your children? Your cousin? Your niece or nephew? Your siblings?


Then why do you think it's okay to say that to me?

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