Hotlines Call Centre: An Inquiry Communism
I hit the hold button to return to the customer. The wonderfully joyous sound of dead air greets my ears. He’s hung up. I stand up, stretch, try to let the tension flow out of my body. Hotcube sends an instant message that flashes on my screen: ‘You’re in Idle-two minutes!’
If you have to deal with a hundred, two hundred or more voices a day and ten percent of them try to put you down you will have had enough. Furthermore, some customers are real arseholes who give you shit over the phone and make you want to punch them.
In some call centres workers have found forms of sabotage, for example making the machinery crash when the work stress has reached its limit. Ctrl-Alt-Del and you have a three-minutes-break extra while the PC is rebooting. Let a call die in your line… and it will take some time until you get the next one. Fiddle a bit with the cables… and the technician has to come and find the problem.
Price: Rs. 175