“Wake up” Call ?

Getting to work every morning and getting to the Call Centre gives me the same old feeling deep down in my stomach. That same old sick feeling. We work clockwork, but is there anything tangible that any one of us is achieving?

There are aspects of the job that never change. Most customers still have unrealistic demands of being answered straight away by someone who knows what they’re doing. At least once a day I hear “Put me on to your Manager” but how do I tell them our Managers have given us strict instructions, never to put customers on to them! Not unless the situation is completely out of hand and the customer is ready to burst a blood vessel!
Taking the brunt, seems to have become a habit…now come on!

The staff keeps trying their best to get off the phones at whatever cost. We have all learnt to lie behind the garb of anonymity. Invariably it’s at the customer’s cost….we tell him we will revert by tomorrow and then forget all about it! Its not that one means to, but how else can one get out of this complex situation?

Team Managers oooops! Team “leaders” I mean, are still trying to keep their team on the phones while they hop from one meaningless meeting to another. And the “customer service” head does anything but provide the customer any “service”. The meaningless cycle continues and Call Centres keep mushrooming every week, luring unsuspecting youngsters into the deep, dark abyss. When are we going to get the wake up call?

- Avantika Ghosh

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