If you work in a call center expect a lot of pressure. You have to please customers on one side and management on the other, expectation is to "work the best all the time" and do not forget sales either. Expect your call times to be broken down in a lot of segments ( different for each department) and there is expectation for each segment to be certain length. For example if your peer and you each spend 4 minutes per client on average, ( and basically get same job done in same amount of time) but one of you spend less of these 4 minutes speaking and more typing and vise verse, then one of you is not meeting expectation. (There is 5 or 6 segments). Breaks and lunches have to be adhered to a minute. If you get stuck on a call and miss your break or lunch it affects compliance. You are also expected to say certain things to clients in a certain way, and not in your own language. Management gets creative there. If you are sick for a couple days then it is ok, usually not even doctor's note required -depends on the manager. However if you get sick for longer than that it is looked at as under performance, even if you have all your doctors notes and could not help being away, and even if the rest of the year you got "outstanding" rating your bonus could be affected by being sick. You will have to please clients, your manager and a coach- person who's only job is to listen to your calls and make sure they are up to whatever standard there is at the moment.
Sounds scary? Do not worry, you get salary increase almost every year and hopefully it will keep up with inflation. And there is a brand pride too, right?
