Is call center work that bad ? Got on a client recently and don’t know too much info yet but it feels like it’s going to be something similar to that type of work.

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Is it on how to efficiently manage call centers? Minimize staff, adjust timings, building capabilities, training etc. using analytics or automating processes. I would assume consultants will do this kind of work, not attending calls.. if it is this kind of problem solving, why is it bad?

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It's literally answering calls and processing loans. No recs no oversight of gds resources it is straight grunt data entry

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Will you be working in the call center itself? Or managing overall strategy for it from afar/managing the relationship with the client? If you’re working in the call center itself, I think it may be a lot of work and pressure. Everything is so closely monitored. They will know everything about you, down to how long your bathroom breaks are. You’ll have to deal with very frustrating people who call...and get rated by them! I have visited the call center in India and seen my associates in action - I think they’re so under appreciated, I could never do their job. But, if you’re managing it at a high level from afar like me, it’s the best project ever - very simple process to understand, report on, and improve upon - easy to please the clients. I’ve since moved on to managing Cloud strategy which everyone gets so excited over....but ugh, they can have it - take me back to the call center.

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We’re doing call center work? How the mighty have fallen...

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When I was at EY I was on many Call Center Big Staff Aug type projects with big banks.....

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Just curious - what does call center work entail? It seems like it doesn’t make financial sense to hire consultants to do that unless it requires some kind of special expertise.

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Not in this case, they literally are just in need of bodies

So what would the job entail? Do you like answer calls from customers of the client? How can a consultant know all the details to answer those questions ?

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Yep or emails like a bot basically

I have worked both sides of call centers (first as basically a telemarketer during college and later as a consultant advising the client's call center)

For the phone operators, the work is pretty grueling and thankless. If they have to make outgoing calls to potential customers (cold calls) is is brutally unpleasant. Lot of it degenerates into a long slog to get through the day.

On the advising side (setting up or improving a call center), you want to understand the employees as much as possible. The job usually sucks at least a bit for them, so anything you can do to make their work easier or more straightforward will be well received. If they have to take notes about the calls they make/receive, keep the requirements simple. Folks may be tech savvy or not, but morale may already low so treat people well and don't talk down to them (as a consultant, you will look like even more of an outsider to them than to most clients).

Go in with a positive attitude, smile over the phone, and find something to keep spirits up and you'll do well!

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I just did this. You answer calls for unemployment claims and follow up with people on claims for 12 hours a day. You have a target number of calls to make. Its tedious and irrelevant to your growth.

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@ EY OP yep and Weekends for 8 hours. But only billing 50 per week

Is it the boro project

Nvm if that was the last 4 letters of the clients name u would know

Are you expected to be on call support for 40+ hours a week?

What is it exactly?

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