If you’ve been or are a call center agent whether it’s customer service, technical support, sales or something else, you’d most likely agree that it’s really tiring work even though you’re just sitting at you desk almost the entire duration of your shift while talking on the phone. That’s normal. However, there may be some signs that it is time to leave your job.
The volume of calls is most likely being forecasted by analysts. But sometimes, there are a lot of them who really aren’t efficient at what they are doing and they miscalculate the call volume resulting in a whole day of uncontrollable queue. This is really taxing for the agents and if it happens for a prolonged period of time, let’s say 2 months, this will burn the agents out and they will leave. It actually happened to our company last year so now they are a bit more careful in forecasting calls.
Quality is essential in a call center. It serves as a guideline in making the call processes effective and generally acceptable by the customers. However, sometimes quality guidelines aren’t fair for the agents especially if they are not calibrated in what they’re rolling out. One analyst knows something and the other one doesn’t know about it and it’s totally subjective when analyzing how an agent takes calls. These things affect agent performance scores and if it continues that way, agents will lose their trust in quality and leave.
Let’s go to the simpler ones. Burnout is really common in call centers. Imagine taking in calls for 8 hours for at 5 days a week? There are some effective ways to cure burnout like going on vacation or leave of absence. However, if you’re still burned out and don’t want to take in calls anymore after taking a long break, it’s probably time to leave for good.
Another telltale sign that you probably need to quit your call center job is when you start counting off the hours and minutes before the end of the day. This happened to me on one of my previous call center jobs. When I come in, it’s usually ok but after 30 minutes into the shift, I start to count down the number of hours before I go home. After 2 calls I’ll take note of the time until my counter goes down to around 15 minutes. I get excited since I’m about to finally leave the office.
Procedures and processes are there to make it easier for you to handle calls. But if you’re starting to take shortcuts and intentionally setting aside long processes just to finish your calls, it’s time to reflect on quitting especially if it’s happening continuously. Sometimes you get irate and don’t care about your customers anymore. And if you don’t even care if you get caught and reprimanded or not, it’s probably time to go rather than punish yourself.
If management becomes really biased because of favoritism, it’s best to let higher authorities know but if the culture of the center if based on that, it’s time to find work some place else. They’ll get the attention, benefits and they get promoted even if they are not qualified.
Well before you really decide to quit, try to think about the pros and cons. If the pros of quitting significantly outweigh the cons, I guess you can go ahead and submit your resignation.