Customer Service Agent, Waverley, MB - November 23, 2015
At first I was really hopeful. I did really well in my interview and felt that I was making a good impression in my training.
And then came the first day on the phones. They threw us into it with absolutely no hands-on training, nor had we had the opportunity to "Y-connect" which means to listen in on calls. They didn't even tell us what we were supposed to be doing; everyone was really confused. The job is easy enough to figure out, but if you do have a question the Team Leaders often treat you like you're stupid for even asking. I found some to be consistently rude without cause. I was doing fine, I didn't need to ask them anything unless it was very serious. Still, Leaders were always too busy to give me any time and I was treated like a nuisance for asking reasonable questions. I was good at it and thought I would be recognized for it. But I realized that the only way to get recognized is to ask happy customers to wait on the phone while you spend five minutes trying to find a supervisor that actually has a moment to give you. In spite of performing well without wasting anybody's time asking for a pat on the back, I found that I got nothing but negative feedback. They micromanage you like you're a complete idiot. You have to show up for work early so you're ready to take calls at the start of your shift, but you can't sign in even a minute early. I worked a thirteen hour day (when I showed up that day expecting to only work 8) and instead of a "thank you" or a "good job" I got in trouble for signing out two minutes early. That is exactly what they are like.
The mood is chaotic and disorganized. Their software frequently doesn't work and, unless you are persistent, it won't be fixed. Nobody has time to help you, and if you ask you will be treated like a fool.
Call centres are hard enough on your mental health without being treated like garbage by your employer. I finally decided it wasn't worth it. As someone with management experience, these people don't know what they're doing.