15th
2007
Call Center Stress - Firsthand Look
Cozmo has taken a look at the amount of call center stress placed upon the shoulders of call center agents around the world, including India where his article is focused. He interviews Rachel Brooks (not real name), who is a call center agent working for a call center in India. Rachel has been in the industry for only two years, considers her stress level high, work satisfaction low, and her goal is to quit the call center job as quickly as possible while still making a living.
A few years ago, explains Cozmo, everyone wanted a job in a call center. Colleges had programs, allowed recruiters to come on campus and teachers praised the life of a call center employee. Now 3 years later, many universities have banned call center recruiters from coming to their campus and students now realize that the pipe dream is gone. Gone are the days of huge salaries, pay bonuses, supervisor promotions, and satisfied workers.
Now are the days of overworked agents, outbound sales agents that don’t know how to sell and customer service representatives who hate customers.
Cozmo says about the changing face of the industry, “Call centre jobs in India, which have limited job security and entail odd working hours, are losing their sheen as new sectors like hospitality, aviation and retail gain popularity.”
Posted by Admin in Call Center News with no comments.