life as Burnout Call Center Agent (in), and then
telephone operators do not talk about it, except in formulas. "If the job you'll be mad" -> is the maximum that you will ever hear. Because life is an agent of that mass call-handling center marked by repression.
What one does not: 99% of all campaigns are knitted monotonously brutal. Agents get a guide, they have to read the. there are ways to vary little or not at all (especially in surveys because otherwise it distorts the results). In part, ask compassionate Customers, agents, whether they are already dreaming of the text blocks. You will never get an honest answer to something, because negative comments are a termination without cause for termination of campaigns.
Only nerves strong person can do this job for about 2 years. There are exotic, the 6-10 years where the move - but they usually have broken families (or are so jaded / reckless that it's do not realize how Nagging her life slowly takes). It proposes to hold down somewhere else.
Call center agents are very afraid of burnout, and many suffer from more or less severe OCD. But only a few colleagues give to have been implemented in the bus or train several times after they endured not the talk of the passengers were. The filters that protect the normal human psyche of repetition to be destroyed in the job. Drug abuse is widespread accordingly - many new employees to center on the small setting etiquette lists, appearing out that one should not call on stimulants. One meaning for the practice, the recommendation usually not.
The greetings are always the same, and the blocks just fixed. When a crowd of 15 people lostelefoniert without partitions, the few set pieces per night buzz around thousand times the Space. This is the bullying climate in many homes, but more so the T-rail: coping ratchets, young teams, bitchy and barely conscious conflicts. Uneven performance criteria, depending on the perceived coolness, and free interpretations, which can be considered a verbal contract with the customer. The pressure from bad odds colleagues is part of the motivation, and the biggest burn-out factor in middle-aged employees.
This is where the difficulties of costing. A part-time job on a commission basis or mini job brings a few hundred EUR. Even an accompanying short-term psychotherapy costs already at least 150 EUR per month, visits to the doctor for stress related illnesses are added yet. All this suggests hidden on the health system, and of course later in the employment agency or municipality.
The load is balanced by the telephonist a high consumption of movies, and excessive shopping (the private life is simply marked by repression by "life"). Since they earn relatively little, this is shifting to the first days after the arrival of the salary. After that the coffers are empty and colleagues's, only just over a month. Some read their mail for weeks not more, this brings in some difficulty, as when bills are lower.
The time axis of a call center career looks like this: You have to want to you climb a little higher, have brought in 3-6 months as a coach / trainer or team manager, otherwise it is too worn. After one year is in most centers that decision, who can ascend, or just rest is recycled towards unemployment. The Ausbrennzeit today is probably nurmehr set at least 1 1 / 2 years. 5-10% of colleagues deleted a few weeks after the sails, because they do not pack it mentally.
lack training (despite the assurances in section 1 / 4 hours) is measured by the social stress as high. You have the right people who do not know what software, but admins German industrial concerns and thereby unleashed be exposed continuously. For inbound Lines is the psychological stress linked to the changed behavior of many consumers, so that the agents often are exposed to insults. Free hotlines are also fond of young people 'tortured'. - Hang up or unfriendliness is a basis for termination, thus allow telephone operators so many things to the limit in the patience to endure to do, and as desired, as if each individual brings a valuable opportunity to end or satisfaction: although it makes no sense, and the German reality misses completely.
When a telephone operator burns out, this is an ugly thing. It is sometimes for years Problems with burnout syndrome and obsessive-compulsive disorder have - seen mostly internally and to outsiders hardly more carefully under the perceived surface. Sometimes (like me) it's just what we in the industry, "do after 3 years' halt what else" is called - insomnia, stomach problems and can not be good enough if you are offended at the phone, it is missing then the " bite to abuse "you can. In marketing, each after 3 years "flat". The reintegration into the labor market created in the first case a long time. Many have difficulties with mobile phone from now on there talk of human recklessness and general sensory overload. Even in the supermarket Regaleauffüllen becomes a problem, because running in the background of commercials, or customers 'babble' greedy, what is the ex-telephone operators to the bone.
Although the combined company, most absolutely, and very probably for less skilled jobs available + there is doing a satisfactory job can be: The climate in Germany is regarded as 'brutalized' since the middle of the last decade - who Abi is in the temporary employment industry sometimes seen as a risk factor because she / he could be a "toff" stamped and bullied, such conflicts come to light today. An easy job is therefore difficult to reach, HR people here go the safe way, in addition they are obliged also to the workers to. Call Center Agent (inn) en stand beside foul on the fence: you have been traditional employees - but for coarse (customer service in desolate time). As such, they rarely look the way one imagines the office staff today (I mean, the images of the career-ideology) -> "emphasizes innovative" broadcast, which delivers an ideal to inspire other non mitbrächten it. In addition, lack the education or technical school. There was no vocational training was the time when they entered the industry yet (which was then in-house courses and so called, is not recognized because it is often only brought to raise the level of a center in the short term, or Image-building). They are therefore without - or with time expired - as qualifications, and often herabgewertetem testimony. In the call center industry, they are also on the virtual (ideological) black list if they went once because of legal preferences or other conflicts, so are virtually demolished all the bridges, although it many not be aware of. I mean for example, blaming ARGE reporting on the human chain - - The Office is realistically no future for them, except to advise on state-protected areas (but more of that So there is only negligibly little, and the unemployed requires a degree of recklessness, This is not to bring from this call center agents). In brief fall people after leaving the industry through the Internet of the labor market.
jobs such as in fast food area (kitchen) are in high demand according to a candidate are at least 50 competitors. The companies have in a time when many candidates do not really work like they say, cull hard. Close (Burnout is a risk factor for which one has no choice in staff time), this very performance-ready candidates often. In other areas have told employees that some guys like to do it. In the unemployment own accord will collide with the inertia of other people who nevertheless have a job.
understanding of Telephone-Burnout is in the public is not sufficiently widespread as was assigned by optimistic reports of numerous local media the impression that one could work there long term, and there was still enough vacancies. People then project their own unconscious existential fears even comforting to others who are clearly not wanted or probably not enough business etiquette to heart, so just were under the influence of negative energy, and earned their unemployment. This is perceived by stakeholders as bullying and exclusion, especially of those who regret having put her career's game, by fighting against illegal featured telephony - where the company still "eh all the same" is as long as to take advantage by playing the other a personal leave. Those hurt, depending on the climate sometimes easy to depression, and then transferred again to display a similar variety of responses to the environment.
the transition to unemployment can be dangerous not only because of the now mutilated dismissal protection. - This is a short digression, because that has nothing to do with unions. The industry does not enjoy the above, still down a good reputation (because of ruthless point protection policy, which overlooks the realities of the market). Call center agents, such as entrepreneurs are usually more modern flexibility - the former in the hope finally those who were once rinsed with excessive ideology which cast around him, and instead of working to prove themselves with a good completion rate. But the opposite is usually the case, saying that state control bodies are stunted and do not arrive more signals about the labor courts in the now all too superficial politics. Mean socialize structures that provide corporate careers, sometimes it that are being pushed by taking advantage of relaxed rules accountant close to employees from the company. Senior Management, however, has now often lost contact down the center so that many unwanted deeper and deeper into the self-justifying ideology of mass Antelefonierens with attached stubbornly sounding three lines. This on the assumption that 'more coherent' * lol * change something. - Instead of new campaigns set up and in a way that no one every year loses 80% of the crowd-pulling Stammtelefonisten, only to then have to desperately search for temporary employment agencies for new employees. The dilemma lies but also relevant to the opportunities offered by many clients Adreßqualität, and calculations of their sales on the basis of unrealistic figures, such as predatory pricing East German call centers.
accordance with the social climate of sometimes anger at bullying other unemployed abstract to the weak. This must understand one part, for what must endure ARGE nice staff and the hotline to the part is bad. But there complain odium that think they have to drive through the injuring of unemployment that in depression, so that they, and we play bureaucratic with them + they therefore can control without remorse from the social network, a legacy of the old welfare system or of local politics / regional press. Women who discipline without knowing there are others who worked very hard - and just take ebendas Ex-call center people slightly so fast stir things unnecessarily each other. That is also a problem for the Bologna students "today, the lack of income or deregister because of poor study conditions must - by no means always to be seen that the best years they worked hard on himself, without ever having lived, and no prospect of the inflationary cited career opportunities, because the universities are just simply hopelessly overcrowded.
Many applicant call center agent (inn) can en after 1 / 2 year bullying not sleep and have depression: these people for today's conditions were not audacious enough, caught it then, without anyone wants to really carefully in advance to annoyed at the border officials. It must be noted that just the intermediary, as is generally the service demands of the job agency here often prevent worse, and support is exemplary, and by understanding it, even in the consortium. is
As in today's bullying and the engravers in call centers often use accusations of mental illness, many sufferers are not in psychotherapy (it would hurt), and therefore have no protection through sick leave. The situation of abused by uneducated customer agent is the many years of supermarket employees with burnout syndrome, and employees of the JV / Federal Agency very similar: One is always there for the customers and explains the disorder, careful, however, must not brutalizing climate of our country because of great kindness to yourself too short to . Come
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For people who have doubts on this view:
It comes as an author (in) before, as if all the crap from ever passed down problems a formal kills - only to then justify easily the charge but something is exaggerated or "negative". You must provide an overall view: in a time when it is unlikely that long texts are still read in full, instead of judging by a few paragraphs flown over the board.
It's about the usual in-and outbound, not those rare places at some employers of the employment service office, where a fraction of the quantity is expected as they have to pay normal call center agents. - Occasionally, privileged people here share indignant comments like "so I remember it so well since ... years and that should not have that!". I delete something it is because it goes by the subject and its realities. It would give a false impression about the inclusion of the text - this blog entry achieved according to the month-hundred thousand visitors who dare not (?).
would also (sometimes ~ inflationary acting) assumption is not correct, that this employer-away or 'left' is, you compare, how much they now concerned that things are discussed in the company before they incalculable Incur costs. This is a result of the fact, as rarely occurs but sometimes (Blogs are like call center agents: they do work, give the other would not). Unfortunately, many colleagues unconsciously convey the impression that they would not have to worry, and just boldly calling for a secure content (party atmosphere in the event of the telephone system for example). Such favors unfortunate inherent dynamics in the lower and middle management that lead to the fact that these call centers are looking for then every year for their staff burnout, and lack of experienced agents to give quality.
The worse the failure, the more passes the willingness of the Customers are ever more involved in something. The bottom of the market burns. On my last call-center point, we had the controlling tool of the ideology IT itself calls, where we were insulted ordinary calling supermarket customers as "cheaters" and "pigs", recorded with 10-15 clicks meticulously in order to sounding out "final opportunity" during any time for justified complaints or salesman was sitting outside by the impatient customers and ever hung on hold for our database queries. Critique of telephone operators to related fall in productivity and burnout of our team (in that it was put on the rail under pressure as "too easy", so that was known> no matter what chord you lay down yet, it would disrespektiert again, and used as a thumb screw), led to layoffs - because our behavior but bear witness to "blockade" against "necessary reforms".
How many texts of this type are still in power, and what room for maneuver for the "normal" design (inspiring image in focus) when there are no honest reference points, although the problems have been a decade in the Kitchen?
(footnote and 11th paragraph from the top 25/01/2011 15:30 / 4th edition)
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