Ashton Deroy writes: This is a conversational blog. That being said I will not censor who I worked for. In compliance with privacy regulations, I will not recall customer names or any details of accounts. Here is how it is though. If I worked for you or your client I am going to write about it. The only damage I can really do is alienate myself from the telecom industry. An industry I decided to retire from as a matter of health.
That is just a fact of life. In my call center career, I have worked for StarTek, Hinduja Global Services, Concentrix, Stream, Teleperformance and AND Agency. Some of this will also be from my recollections of memories & personal storytelling as is custom with many blogs.
Call Center: Teleperformance
Problem: Phone out of service, requires fixing right away.
Okay so in this call picture an afternoon, where I am already high on caffeine pills in Downtown Toronto by Eglington at Teleperformance. I talk to the lady on the phone and she is upset because her phone isn’t working. I tell her something like we will get a tech out there a month from the call. She starts screaming, “This is unacceptable! I want a manager!” I hung up… No, I will not win any Tech support of the year awards for that. Why did I hang up? Well, escalating is pointless in tech support. Managers can’t credit customers more, they don’t have magical call taking powers that make a technician available. I just thought rather than drive up my call handle time with a pointless call flow I would just hang up! SLAMMED
“Sorry, you have no phone service but there is nothing we can do as a service vendor.”
Call Center: StarTek
Problem: My bill seems too expensive. Debating the company accountant!
Okay, so this was an early morning call-in Kingston. This customer calls in and he says his bill is too high. This is a business service line I am working on. Turns out this guy is the company’s accountant and after 1 hour of examining this lunatic’s bill line by line. He is ready to go again. I am autistic and I have a learning disability related to math. So I just, go ahead and hang up! SLAMMED!
“They paid me $11 an hour. That is hardly enough to justify learning math at the accountant’s level.”
Call center: S&P Data
Client: Shaw Cable
Problem: I am a telemarketer!
I was telemarketing at S&P Data in Trenton. Basically, my job was to sell a home phone line to Shaw Cable customers. This was my second job after getting a certificate in Digital Marketing & I hated it! So, as usual, I call someone’s home. They let me do my full sales pitch for some sadistic reason. Then the person just starts going ape s**** on me! I mean they just let me have it. Explaining how I am such a foreign piece s**** for calling them in Alberta and they don’t even know me! Then I am asking them to buy something. I can’t say I blame them but the rant went on too long. So I hang up! SLAMMED!
“In parts of Alberta, it is a bit of custom to gain personal relationships with Business salespeople. The anonymity of call centers has been largely criticized as a poor way of approaching business relationships & in many places Telemarketing is an offensive practice.”
Listen I was never an employee of the month at a call center. If I was that certainly would not be as interesting to write about. I think the worst thing about these places is, me hanging up on the people I did was not that irrational. The customer at WindStream tried to abuse me with hierarchy, the T-Mobile customer abused me in relation to capacity for logic & reasoning & the Telemarketing customer simply scolded me! Phones have a hangup option for a reason. I am damn proud I pressed it.
Want to read a positive workplace story? Read about my experience working for Hawkins Cheezies. Like anybody living on the edge, there are winning points in my life where I show true character. Then there are other times where I have to bail on my responsibilities for one reason or another.