I believe all of us have had an experience with call centres. For instance, when we need technical support, or when we want to buy a product or service, also for any issue related to our purchase, here is when we make a call for assistance. Although we have several options to get customer service and a phone call seems unnecessary, there is a point when speaking to a real person is the only way we feel more comfortable. However, a phone call could be a unique good or bad experience ever.
But what about the agents? Who cares about their jobs and the world inside these companies? Is this a temporary job? or do they have real opportunities to growth their careers?
As these type of companies have grown in the last ten years, complaints have increased at a higher pace. High stress levels, shifting schedules, monotonous work and poor salaries, are some of the employees’ claims.