Sympathy For Those (Bleeping) Call Center Operators


Packed Call Center Floor

Does anyone else find those poor souls in call centers irritating?

Well maybe you shouldn’t.

Here’s why… (I can already tell this isn’t going to be popular lol)

So here’s my thinking; maybe we shouldn’t be so hard on them. Sure, hardly a day goes by when the phone doesn’t ring and, sure enough, there will be that long, suspicious pause before the voice answers my “Hello?”. That pause that is just long enough for the penny to drop like a cold pill down my throat. There is no mistaking what it precedes.

When that crackle starts before the voice on the other end calls, just a little too loudly, “H-He…Hello? Hello.” To which I sigh a deep sigh of disappointment and dejectedly continue the pointless exchange with “Yes. Hello. What do you want?” I won’t be the only one who gets annoyed when they wait before replying again. To me this pause is almost as irritating as when a friend or someone you genuinely know calls you and then waits on the other end for you to say something – dude, you called me! What the hell’s with the silence!? – I feel that the ball falls to their court to decide the topic when it is them getting in touch with you, wouldn’t you agree?

Nevertheless. When the pityful connection finally gets through, the result is a forgone conclusion for an experienced cold-call operative – they will either be hung up on or given duggs abuse and then be hung up on. How do they know this? Because they will probably receive the same type of call the moment they get home.

Calls asking if they want double glazing – as if they didn’t already have it; a little hint to call centers, windows are not a new idea, people already have pretty good ones, the technique has been refined quite impressively these last hundred odd years and we tend to not go without them now. Then again, it would be an impressive estate agent who could sell a property lacking them – or a new, overpriced mobile phone with more features than will ever be needed on a contract they’ll be paying til they die.

Forget the whole issue of not agreeing with call centers being placed abroad by big companies to cut down costs – the corporate fat cats have got to find the money for their company funded holiday to the Maldives somehow – that’s a separate issue entirely. That is more a moral dilema.

And you thought you were having a bad day… She just got yelled at by an 85 year old woman!

But consider this. If we all find them so irritating, how do you think those people feel? To know the hate and frustration being blasted at them in waves down thousands of miles of electrical cable, every one of us hoping to fry their brains as efficiently as they are numbing ours while they simply try to do their jobs must be one of the most depressing workplaces it is possible to find! The loathing the recipient feels must be felt ten fold by the unfortunate operative.

This thought came to me when I received a call from what was possibly the most dejected sounding voice I have ever heard in my life. She seemed to take everything I have said here and express it in just her tone. With an utter hate for what she was doing, she had practically hung up before I had.

Sound harsh? That I still hung up on her even though it was clear she hated her job as much as I did?

Well, I hadn’t had this epiphany yet, so in my eyes, she had it coming 😉

The one nights’ experience I have as a phone operator for a charity event was enough to quell my conscience. 😀

So next time you’re getting ready to scream down the live about what a (bleeping) (bleep) that (bleep) who bothered you the minute you got home from work/got in the bath/sat down to dinner/started watching that show you’d been waiting for, think for a second; do you really hate them more than they hate themselves?

 

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