Call centres: The new factory line?

[papa_smurf]

Taken from BBC News:http://www.bbc.co.uk/news/magazine-12691704

[Penguin]

The title of the article is bit lurid, isn't it?
I am sure only few people loose limbs at a call centre or are near starvation, so the comparision to 19th century factories is a bit far...

I know of the conditions there, that's why I always try to be polite and friendly when I call one. It's different however when some #%§§&§$% disturb me by calling me. I have no mercy with people whose job is to bother other people.

Originally Posted by from the article

Around one third of call centre staff now have a university degree

and this is nothing to be proud of, it's more of a sign how bleak the job market of today looks.
Personally I would prefer to work in a butcher shop (I'm a veggie) than in a call centre treadmill.

[Feuer Frei!]

I used to work in a call centre for the government and let me tell you it wasn't pleasant.
Everything was monitored, the phone calls, the breaks, every keystroke, everything.
The money was great actually but the conditions were terrible.
We had to complete a customer's phone call in less than 2 minutes, unless it was a phone claim.
If the general enquiry wasn't finished in 2 minutes or less questions were asked and you were frowned upon.
Wasn't a very pleasant time.

[Penguin]

Well good pay seems to be the exception in this job. When the money is right it would be ok at a call centre, as I would see it as a compensation for bad work conditions.

@Feuer: what's a phone claim? a complaint or something else?

[Feuer Frei!]

Originally Posted by Penguin

Well good pay seems to be the exception in this job. When the money is right it would be ok at a call centre, as I would see it as a compensation for bad work conditions.

Yes, one way to look at it.

@Feuer: what's a phone claim? a complaint or something else?

It was for Social Security. We called it 'First Contact', in which a new claimant rang up and said they wanted to apply for Unemployment Benefits.
We took down their details, employment cease date, basically a lot of info to establish wether they were even eligible for the payment. Then, and only then did we advise the customer that they needed to front up to a Service Centre to provide ID and Seperation certificate from employer, bank statements to prove you aren't a millionaire, etc etc.
We would usually need to complete this first contact on the phone within 5 minutes. Or less.
Was tough but doable.

[Penguin]

Ah, ok, sounds really tough - especially when you consider that the people on the other end of the line are often people who do this for the first time, don't know what to do, are maybe ashamed, etc.
Really a bad choice to put this into an unflexible time frame as this is a call which can be very existential for the caller in terms of future and money.

[Feuer Frei!]

Originally Posted by Penguin

Ah, ok, sounds really tough - especially when you consider that the people on the other end of the line are often people who do this for the first time, don't know what to do, are maybe ashamed, etc.
Really a bad choice to put this into an unflexible time frame as this is a call which can be very existential for the caller in terms of future and money.

It was very tough indeed, people ringing up, hearing their desperation in their voices, others who are angry, or just simply shy and very timid, their pride dented.
I am happy that i don't serve customers in that sort of environment anymore, i'd much rather deal with people face to face, you have a lot more control over outcomes.

[Armistead]

I find it funny that most these people that call speak good english, but when I call needing customer service I end up speaking to someone in another country who can barely speak it.

[Feuer Frei!]

Originally Posted by Armistead

I find it funny that most these people that call speak good english, but when I call needing customer service I end up speaking to someone in another country who can barely speak it.

I have a saying for that:
"Unlucky"!