high volume call center based on metrics
Customer Service, Groveport Ohio - July 14, 2015
Strict adherence and compliance to all performance metrics. Mandatory overtime. Generous compensation and benefit programs. The most difficult part of the job was learning to listen to customers yelling complaining and cursing at me even though they were upset with the company and to not get hooked. The most enjoyable part of the job was being able to assist customers who needed extra time to pay the bill before disconnection, the hardest part was having to say no to customers who did not keep previous promises to pay. It was difficult to hear the stories and listen to grown people crying over the phone due to their personal issues while knowing I was being timed on the calls so empathy and call direction would be the things I learned to achieve quickly. Management did a fair job but numbers were the biggest focus and little to no recognition for a job well done.