Made it through the day at work, yesterday, though I really had to push myself to do so. At one point I was somewhat tempted to just quit. But I didn’t. I’m just sick and tired of feeling sick and tired, and I imagine I wouldn’t feel that way if I wasn’t working. Maybe I would, though.
It isn’t just the angry, often completely unreasonable, manipulative and even downright dishonest callers throughout every day. It’s being pressured to deal with them quickly within the guidelines I have. It’s the having to consult with the next level in the escalation path on nearly every cal. It’s dozens of fields in multiple forms I have to fill out correctly for every call, and the being graded on them. It’s the being “Ace’d” (someone’s listening in, though you don’t know it, and grading everything you say to the customer) on calls now and then. It’s the darn “Aux Codes” I have to switch in to and out of on my phone in between and during every call, and remembering to write down and tell my manager about any mistakes I make. And it’s having only 30 minutes to an hour per day to call customers back, listen to voice mails, read my email, do any assigned training — and having to request additional time beyond that if I can’t do everything in that time, and being second guessed when I do.
It’s quite challenging. On a good day it can feel a little like a video game — or maybe more like the old “Whack-A-Mole” carnival game.
And then there are the Customer Satisfaction Surveys. I’ve gotten 7 from customers in all the time I’ve been here. Some agents get that many in a day. 2 of mind have been “Very Dissatisfied” not because of me, but because the customer had a deep sense of entitlement because we wouldn’t give them a free product, or wouldn’t change the dates on their warranty. Thank you, ladies. You are the gift that keeps on giving. Because – guess what? – I’m graded on the number of “Very Dissatisfied” surveys I get, as well.
When I’m honest with myself, I know the only career that feels like it really fits me in that of a writer. And yet, that seems as far-fetched as anything I could imagine, and kind of embarrassingly so. I toyed with it last summer when I actually had the opportunity to try to switch careers, but I was hypomanic, which meant that “career”, to me, basically centered on writing a best-selling novel; no matter, howver, since I couldn’t focus on anything for more than an hour.
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