Bitching Phone Calls At A Call Center

I have spent a month working as a call center agent for a phone provider. It was fun at the beginning. It felt like going on vacation. I have been a publisher for so long that I forgot what the outside world looks like.

Being a call center agent. Never thought I’d ever be that for a while. I always dreamed of doing so though. It just seemed like a fun thing. But ultimately I am not suited for the job. I don’t have the patience for it.

After a one week course paid for by the phone provider, we were up for it. We were ready for anything.  Kind of like that song by Billy Joel  “Goodnight Saigon”. That’s how sharp and ready we were for phone combat.  And that’s also the biggest mistake we made. Well I made I should say. We weren’t ready for anything at all. Yes theoratically ready. Not combat ready. Each and everyone of us.

On one of the first days I had a woman on the phone who’s sister was dying of cancer. She had a registered phonenumber with the provider and one of those devices where you press a button and the whole family knows you are in a bad condition. Unfortunately they didn’t pay for the bills and the provider canceled her subscription. Painful situation, especially with a life hanging down the line.

“Hello, what can I do for you today?”

“Well, I’d like to ask if you can reconnect our phone. It’s been closed off. My sister’s got cancer and has got one of these devices where she has to press a button so that we know something is wrong with her.”

I look up the information of the client and find stuff about non-paid bills.  They were warned a few times by the provider to pay for the bills. They didn’t.

“Ma’am, I see you haven’t paid your bills. Which is the main reason why you can’t place outgoing calls from your cellphone number. I am very sorry. You have to pay the bills before I can reconnect you.”

“But my sister, she can die any moment. Is there nothing you can do? She has cancer…and we really need that phone to work.”

“I am sorry ma’am. I can take a look and see if there is something I can do.”

I put her on hold while I do some quick research to help her out. My gut says to just let it go. But my mind keeps going. I want to help. I need to help. I’d feel guilty if that woman dies all alone and by herself.  And I keep searching the provider’s Wikipedia to see if I can bend a rule, maybe two.  But I can’t find it…

I search her information again and find out that the phonenumber she is talking about has already been deleted from the system. If that happened then there is no turning back. Once it’s gone, it’s really gone.

I put her off hold and tell her the bad news. And that’s where the yelling started. I was fucked. First encounter with an agressive client and on my first day too. Fresh off the boat.

“Ma’am, I am sorry there is really nothing I can do. You haven’t paid your bills. You were warned by text message and you still didn’t pay.  You were closed off one sidedly, meaning that you can’t make phonecalls only receive them. You still didn’t pay after that, your phonenumber was deleted by the system.”

“BUT MY SISTER IF SHE DIES IT IS YOUR FAULT!!! WHAT IS YOUR NAME?? WE WERE ON VACATION  TO DISNEYWORLD IN PARIS!!!!! PAID FOR BY THE PEOPLE IN OUR VILLAGE!!!  TURN THE PHONE BACK ON!!!”

That’s where I started thinking that if she can pay for a vacation, she sure as hell can pay for the fucking bill. In fact I would have paid for the bill before I went on vacation.

“My name is Gonzo ma’am. And again, I can’t turn your phone back on for reasons I cited before. Your phonenumber has been deleted due to unpaid phonebills. I am sorry for your sister and I understand your situation. But there is really nothing I can do.”

“YOU DONT UNDERSTAND, MY SISTER IS DYING. IF SHE CANT REACH US IT IS ALL OVER!!!! TURN THE PHONE BACK ON OR I AM GOING TO THE COPS. I AM GOING TAKE YOU AND YOUR COMPANY DOWN FOR ALL YOU HAVE GOT. SHE IS SICK DAMN IT!!!”

She kept going on and on about her sister having cancer and that’s the moment I almost lost my patience with her. I wanted to say it. But I didn’t…but it’s so tempting to say it. I am building up more rage. It’s like they blame her sister’s cancerous situation on everyone. The outside world. The boogie men. The world did it, they caused the cancer and I am taking out my  frustrations on the guy on the other side of the phone. The call center agent. As I build up more rage towards the caller who blames everything on everyone and everything I almost blurted out with an agressive tone: “DO YOU THINK I CAUSED THAT FUCKING CANCER…”

But I hold back at the last moment and call my supervisor. I don’t know what to do anymore. I have hit a brick wall. My supervisor tells me what to do and I do as he says.

The woman apologizes for her behaviour saying that I only just work there and have protocols to follow. I pretend that I accept the apology and stay polite but the build up rage is still inside and as she hangs up the phone my hands are shaking. I check my schedule and find that I have a 15 minute break. It’s time to calm down and what better way is there with a smoke.