call center, customer service, customers, etiquette, life lessons, manners, workplace

Call Center Agents Assemble!


In case you didn’t know; call center agents rule the world. Yes, that disembodied voice on the other end of the phone has got it going on.

In a customer service based society, these people hold your entire life in the palm of your hand. They control your heat, electric, water, cable, cell phone, internet, and your bank account. Legend tells of rare agents who can lock, unlock, honk the horn, flash the lights, and stop your vehicle with just the click of a mouse. They control all your necessities and your modern conveniences. If these talented people can do all these amazing feats; why are they the most abused creature in the world?

I’ve worked customer service for years and what I’ve discovered is the most abusive individuals to call center agents, tend not to have any control at home. Or they may be taking their problems out on the first person who gets in their way .

So that hag who just spent an hour cussing out the cable agent, does it because her husband just came in at five a.m. She dare not mention it to him for fear that he may take her ‘allowance’ away. Needing an outlet for her rage, she takes it out on the faceless voice on the phone.

Maybe the idiot giving the Verizon agent a piece of his mind has two teens at home who are driving him crazy. He takes his frustration out on her instead of the source of his problem.

Is it these individuals know there will be no retribution that makes them act this way? They know the agent is held hostage to the verbal assault, otherwise the agent will lose his or her job. Is it the anonymity which causes the to abuse the agent? Surely they wouldn’t talk this way to someone face to face.

How wise are you piss off someone who can wreck havoc on your life at the push of a button? Does your nasty attitude have more to do with your home issues than issues with the company itself?

Maybe its something you need to consider the next time you feel like broadcasting your anger at the poor, underpaid person on the other end of the phone.

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