ShirleyBananas
Albany, NY
Female, 31
I have spent the last 5 years as a call center representative for a health insurance company Ask me anything about my experiences -- like how we are monitored on every move we make and every word we utter, how we have to document and summarize calls while we're talking to you, etc. How nice a caller you are affects the lengths we'll go to try and help you, or the loopholes we're willing to share. p.s. There is usually a way around everything.
Sometimes, but usually I am OK.. I'll tell you though, the last thing I want to do is talk when I first get home..I definitely need a little break. Also I don't enjoy personal calls as much as I used to, I find myself avoiding the phone.
Yes, we got test calls. You could usually tell because they asked outlandish questions. It didn't bother me really because I could recognize the calls and they were very infrequent. So I just made sure I did everything by the book on those calls and I always did fine :-)
Yes, every single call is recorded and the company and quality assurance can listen to the calls whenever they want. We are also regularly graded on our calls. And yes, if there is a dispute the bosses will listen to the calls.
Call Center Employee (Retail)
What's the meanest thing someone's said to you on the phone?Correctional Officer
Were there a lot of suicides in your prison, and what's the most common way prisoners do it?Private Detective
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