7 Lessons Learned From Working Remotely in a Call Center

Back in May I started working remotely in a call center. I was hired as a customer service  representative. After about a year of grueling job searching I was excited  to be working steady again. Plus the ability to continue working from home was a key selling point.

I have worked in customer service type jobs in the past so this position was not  totally new to me.

My previous positions included  being a salesclerk at a department store. Then later answering calls from around the country in a corporate human resources department. I  am a problem solver and enjoy talking to people. I have a good handle on  computer technology and using  a screen reader. After all for years I learned to be my own tech support.

So, why did I quit after only a few weeks of training and one day of work? Yes, this  sounds alarming  and you are probably wondering what in the world happened. Let me explain by sharing the powerful lessons I learned  from my brief time there.

Lesson 1: Working a 40 hour week isn’t in the cards

I knew from the beginning this position was full-time. I was not worried because I would be working from home. Just a quick stroll across the hall from my bedroom to my office. No more two  hour commutes to and from work. No getting up at the crack of dawn  to be  to work on time. I thought with my disability I could do this. A piece of cake. Right? Wrong.

During my weeks of training, I was barely making it. My body was not used to a full time work schedule. In the past 20 years I worked between 20-30 hours a week. I forgot about that and was reminded by my low energy levels, stamina  and tiredness.

In addition I  have had a flexible work schedule. As a freelance writer and blogger I work per assignment. So my hours vary. Plus I don’t have a restrictive work schedule. This means  being at work a certain time with pre-scheduled breaks and lunches. For example, during the first week I learned quickly to prepare smaller lunches and eat softer foods. I struggled with eating too fast and finishing before time was up. My lunch break was only 30-minutes  and it was over before I knew it.

Lesson 2:Multitasking taken to a new level

I am an expert in multitasking and organization. I have had  several computer windows and apps open simultaneously, easily moving  between them. Even for this post I have several Microsoft Word documents opened. Then Outlook for my emails. Next excel for my list of possible images   and hyperlinks. Last is WordPress opened to create, edit and post my blog.

However, this position took this soft skill to a whole new level. I had multiple databases opened, along with the call center screen and Microsoft Teams, Word and Outlook. Depending on what I was trying to accomplish I toggled swiftly back and forth.

This is the life of working in a call center. So what was the issue? Well, glad you asked. The struggle was the databases  were outdated. They timed out after about 40 minutes of inactivity. So, while I am in one database  the other is timing out. I might get a pop up message telling me this and then I might not. I had to sign in several times. The databases ran very slow causing me to shut  them down and reopen. Also, some of the information the customer requested  was not all on one screen, meaning  within a particular database I had to move through several screens. All of this was accessible  yet daunting and stressful.

Lesson 3: Didn’t expect to feel lonely and isolated

Feelings of loneliness and isolation were a complete shock. I have been working from home for about 5 years now  so I am used to being by myself. As a matter of fact, during the pandemic I learned I am an introvert and enjoy isolation. After unpacking and understanding my feelings  I spotted the problem. Freelancing from home is different from working remotely for a company. I took this for granted. I was scratching my head in confusion. Why in the world are people returning to the office? Now I know why.

A huge part of work is having a close relationship with your supervisor, co-workers and customers. We are human beings and created for personal interaction  and engagement. Working from home doesn’t completely allow for that kind of contact. Yes, we can talk on the phone, send an email or  converse on a Zoom call but it is just not the same. When you work from home there is No chatting at the water cooler about weekend  plans. No  lunch with a co-worker. No laughing and joking at the annual office party. No complimenting  a colleagues new outfit or hair style. These opportunities for connection  don’t really exist outside the physical office.

Lesson 4: Should have researched remote call center work  beforehand

I wrongly assumed since I had previous experience working in a call center environment I was good to go. But not all call centers are created equal. I underestimated the situation  and my reaction to it. First  it was the remote part of the job. Next was multitasking.

I didn’t even think to do some research on  pros and cons of working remotely in call centers. After a simple internet search to write this post, I found all  kinds of little gems. Helpful posts that break down  what it is really like. Post that address if this kind of work is best suited for you.

I had a conversation  or two with blind friends  who had experience in this area. Their words were helpful but the research is showing me even more.

Lesson 5:  Felt like a failure but knew I wasn’t

As I shared before I had been job hunting for a year before I landed this job. Although  this was not my dream job I was grateful and excited to be working. I thought about the positive elements of the position. I thought about how I could  use  other work skills besides writing. I figured what the heck, I’ll give it a shot.

When I resigned  because of health concerns, I felt really bad about myself. I was thinking, why can’t I do this? Yes, the job is hard. Yes, the  job  is stressful. Yes, there is lots to do. But I don’t walk away from employment often. I stay and keep working. I don’t quietly quit. I figure out how to  make the situation work. This time I couldn’t do it. It was too much and I began to have a physical reaction. I felt depressed and drained.

After mulling it over and talking to friends and family, I concluded this position was not for me. Not every job out there is for everybody. Sometimes things just don’t work out in the end. And that is okay. It was a learning experience. Grow from it and use  the knowledge to move forward.

Lesson 6:  Be grateful I didn’t have to stay

As we all know, many  people work jobs they don’t like. They work with a difficult boss or can’t get along with co-workers. When I resigned I learned to be grateful. I didn’t have to stay. I have other skills and options. Financially I am not the richest person in the world but my bills get paid on time every month. I know I will be alright.

Lesson 7:  More empathetic toward other call center reps

I thought I was a fairly empathetic person however this short jaunt in a remote call center showed me I could take it up a couple of notches. Now when I interact with customer service reps I quickly see their side. You know they say you don’t really understand until you walk a mile in someone else’s shoes. Well, that is so true! I got it.

I used to be so frustrated with that verification process when you call a toll free customer service number. You know how it goes. Name, address, email and account number, please. Why do I have to give all of that before I get to  the reason for my call? This is the verification process and must be done  first. I had to do it too and then it clicked. Even the greeting and closure of the call. The  “please may  I place you on a quick hold,” and on and on. It all began to make sense.

I am a lot kinder and understanding. I don’t rant and rave so much when I get frustrated. I am more polite and say thank you a lot more. I totally get it now. I am a lot more grateful for people who do this work.

So, what’s my next step? To keep job searching. To stay positive and not give up. To keep writing. To keep doing the things I love. To keep living my life. Jobs come and they go but the most important thing is to learn from those experiences.