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I have pads of paper that I doodle on and roll my eyes a lot. I fear I could never be in person with customers because of how little I control my face now. Perks of a call center job, and there aren’t many 😂
When I had a job doing that I managed not to rage quit, as I really needed the job. But there were times when I thought I was losing my mind. Sometimes I'd have a really weird sense of deja vu, like I'd had the same call the day before or something. And it wasn't just that the complaints and issues were the same, there were times I felt like I'd done the exact call before.
Honestly I only lasted 1 year in a role like that. It was demoralizing and gave me constant anxiety. I think some people manage it just fine because they have more patience but I felt like my skin was crawling everyday. I think you have to assess whether or not it's something you can work thorugh or if you need to find something else.
I've been in a call center almost 3 years now and it took me at least 6 months to adopt the mindset that it's just part of the job. Just like medical assistants have to check blood pressure, we have to listen to customers rant and throw objections around constantly. I've learned that if you let them get it out early on, they usually let you have the floor to finally speak. They just want to know they are heard.
I have learned deep breathing, have a lot of empathy and compassion, and meditation is my friend with refreshing 5 minutes resets. Each call is a unique situation. It’s difficult when UHC doesn’t bother to give other reps in offshore call centers the right numbers. Mgmt could do better.