Call Center - Mankato
Pros
They had great incentives, lots of help from supervisors, 12 weeks of training so you knew your stuff, they built an employee fitness center right in the building, and had fresh lunches and suppers in their built-in cafeteria. They regularly held little games and fun things to do in the large break room. I got gift cards for getting 10 out of 10 reviews for my work all the time. The supervisors did a weekly short meeting with you to listen to a call and figure out how you could improve, and to correct any misinformation given during that call. They were really constructive about it. I had positive supervisors. Even when I quit, they asked me to rethink my decision and come back.
Cons
The company is wonderful. They paid 13 an hour at the time, and it was way higher than other local call centers. I couldn't handle the 40 calls per day they wanted me to reach, as I spent way more time on the phones with customers to be sure I was getting their issues solved. I take more time than most. But they never really minded, though they did bring it up on the weekly review. What I couldn't handle was the stress of being yelled at at the beginning of almost every call. I couldnt handle the swearing, manipulation, anger, and overall poor behavior of the CUSTOMERS. Some were kind and polite. Others were horrific. I'm too soft skinned, and their words cut me to the quick. The fear of getting someone calmed down to rationality before I could even start on their issue was nerve-wracking for me. By the end of the job, I was on anti-depressants. Overall, I would suggest anyone that works in a call center to be able to handle the verbal onslaught of the customers with a thick skin, but to also be soft hearted enough to really care about this other person and try to fix their issue honestly. Don't jump to conclusions, and don't do things just because they are being mean to you. Do what you can to give them the best experience possible. Keep in mind that when they call, they are stressed. Stress doesn't bring out the best person. It brings out the fight-or-flight response. Before you can do anything constructive, you have to get the customer relaxed and out of the stress mode.
