Thursday, November 17, 2011

PYHO: When Work Changes You

*This was supposed to be my PYHO post for yesterday, but I was unable to get it completed on time. 

I used to like people. All kinds of people. And, in reality, I still do. My job has made it difficult for me to remember that.

I work in Technical Support for a wireless phone company. When your phone doesn't work, you call me. Working in a call center entails METRICS. Meaning, there are stats covering how long your calls are, how much time you spend on outbound calls, how many people call back after speaking with you...and on and on and on. What is considered "meeting" for these metrics can change from month-to-month as well as what counts toward our ranking can even change month-to-month. To say this can all be nerve-wracking is an understatement. There is "always room for improvement."
Given the above metrics, and that they affect my job performance, my bonuses, and the number of times I get "the talk" at work, my calls, and thus customers, can severely impact my day.  So people who have valid concerns, valid issues, and normally are people with whom I would get along (not all of them, not gonna lie) become irritants of the highest degree.
Calling from your phone?  STRIKE - this means I will either have to call you back on another line (outbound call time which affects my handle time) or you won't, and you will end up having to call back (affecting my percentage of people calling back).  Don't like you. 
Yelling at me because of a company policy?  STRIKE - I know, I know, I represent the company.  I get that.  But most likely I also think the policy sucks.  But I can't change it.  And if I tell you there is nothing else I can do, I am not lying to you.  My hands are tied.  Please stop yelling at me.  It doesn't change anything and just makes me frustrated. 
Have a new phone and can't figure out how to use it or follow simple directions?  STRIKE - I applaud you for trying something new, and I know you are just looking for help.  I get that.  If I had all day to teach you, I would be all over that.  But you needing me to walk you through every procedure on the phone for 45 minutes means my handle time is terrible, and I am held accountable for that.  Go to the store. 
You get the idea.  When I am not at work, I hate using the phone.  It takes me days to call people back.  DAYS.  I think my adoration for social media is because I don't have to speak.  I don't have to sound perky if I'm not.  I can say what I want when I want to.  Even if I adore you, chances are I don't want to speak with you on the phone. 
This is how I keep food on the table.  If I could find a job that paid this much I would be out of here.  Because I hate that I really dislike people now.  That valid things annoy the shit out of me because they make 40 hours of my life a week miserable.  It's not you.  Well, sometimes it is.  But really, it's me.  It's what limits me in my job.  I'm sure you're a nice person.  But stop calling me.  I'm over it.


  1. Yeah, dealing with people's petty idiociies makes you really not like them at all. I have that problem with my students a lot. If they would just f'ing listen to me!!! It's so infuriating. It makes me want to stay in a hole and not talk to anyone. Ever.

  2. You are working so hard. Hang in there!

  3. Ugh, I could totally see why people are annoying to you!! Wouldn't it be nice if you could do video calls sometimes so those annoying people could see that you are an actual human being doing the best you can??

    What I don't like is that some companies make it near impossible to give an employee such as yourself a pat on the back. Awhile back we were experiencing problems with our cable and the guy I called at the company was so extremely helpful and courteous. While we were waiting for him to run tests, he would engage me in simple conversation about our kids and parenthood in general.

    I was so impressed with him that I tried to call back and speak with his supervisor to let him/her know what much I appreciated their employee. Couldn't get a hold of anyone. Tried going through their website. Couldn't get a hold of an e-mail. After 30 minutes of trying, I finally gave up.

    Companies really should make it easier for customers to give kudos to those employees, such as yourself, who go out of their way to help customers. That might make a world of difference for employees who feel as if what they do isn't valued by others.


Whip me, beat me, take away my charge card. Or just leave a comment. Whichever works best for you :)