Escape Route: Call Center Edition
September 6, 2015 9:17 AM Subscribe
This is a brainstorming question, as opposed to one forged in desperation. My job is relatively stable and mostly doable, but also largely unpleasant, and I'm wondering what to do next, and whether the grass really would be greener somewhere else.
I've worked in call centers for 10 years. I'm decent at it and have more than doubled my hourly income from $8.25 in 2006 up to $16.43 today, both through performance-based raises and transferring to better companies (used to work outsourcers, now work direct.) I have what I think are okay benefits (80/20 health insurance w/a $500 deductible) and a 6% company match for my 401(k) (fully vested.)
I'm just sick of being on the phone. It's boring, stressful, and an embarassment to mention in polite conversation. I also hate sales and would like the amount of saccharine corporate bullshit I'm required to deal with to be reduced. I don't mind helping people in general (for example, if I could make the same money I do now, I'd happily go back to working guest service at Target.)
I'm not a career driven person - I just want something that's roughly equivalent in pay and benefits, with maybe a little room to move up a pay band after doing my time.
I'm also not an idealist. I have 3 years under my belt on a psychology degree but wouldn't want to finish it for the "education is its own reward" sort of reasons. I would be willing to if it provided me a direct path toward something stable/less unenjoyable/more lucrative. One thing I'm considering is nursing, but it seems quite risky at age 30 to take a year off for accelerated schooling with a baby on the way, go into big debt, and maybe not find a good job anyway. Been there, done that with medical assisting.
I'm an introvert who can function as an extrovert when needed. My personality is very direct and honest. I often don't fit in with other women, as I'm not very conventional. I seem to lack charisma as well, since I have trouble getting promoted above entry level. I work hard and am a very fast learner, and it's very important to me to do things right and take pride in my work. If relevant, I'm also morbidly obese. Working on that. I'd like to lose at least 120 pounds.
Based on all this, is my current gig good enough? Or would anyone have any ideas for me? Thanks for reading. I'm especially interested in hearing anecdata from anyone who has worked in call centers as long as I have and made it out alive.
I've worked in call centers for 10 years. I'm decent at it and have more than doubled my hourly income from $8.25 in 2006 up to $16.43 today, both through performance-based raises and transferring to better companies (used to work outsourcers, now work direct.) I have what I think are okay benefits (80/20 health insurance w/a $500 deductible) and a 6% company match for my 401(k) (fully vested.)
I'm just sick of being on the phone. It's boring, stressful, and an embarassment to mention in polite conversation. I also hate sales and would like the amount of saccharine corporate bullshit I'm required to deal with to be reduced. I don't mind helping people in general (for example, if I could make the same money I do now, I'd happily go back to working guest service at Target.)
I'm not a career driven person - I just want something that's roughly equivalent in pay and benefits, with maybe a little room to move up a pay band after doing my time.
I'm also not an idealist. I have 3 years under my belt on a psychology degree but wouldn't want to finish it for the "education is its own reward" sort of reasons. I would be willing to if it provided me a direct path toward something stable/less unenjoyable/more lucrative. One thing I'm considering is nursing, but it seems quite risky at age 30 to take a year off for accelerated schooling with a baby on the way, go into big debt, and maybe not find a good job anyway. Been there, done that with medical assisting.
I'm an introvert who can function as an extrovert when needed. My personality is very direct and honest. I often don't fit in with other women, as I'm not very conventional. I seem to lack charisma as well, since I have trouble getting promoted above entry level. I work hard and am a very fast learner, and it's very important to me to do things right and take pride in my work. If relevant, I'm also morbidly obese. Working on that. I'd like to lose at least 120 pounds.
Based on all this, is my current gig good enough? Or would anyone have any ideas for me? Thanks for reading. I'm especially interested in hearing anecdata from anyone who has worked in call centers as long as I have and made it out alive.
A friend of mine moved into a training position with the call center company where she was working. It's more pleasant and better pay. Do you get along well enough with any supervisors to ask them about opportunities in other departments?
posted by wintersweet at 10:11 AM on September 6, 2015
posted by wintersweet at 10:11 AM on September 6, 2015
You are the one who decides if your current job is good enough, and you're saying that it isn't.
It sounds like you are averse to taking on debt to go back to school, which is understandable. So maybe look at the job opportunities in your area that would be a better fit for you.
I often don't fit in with other women, as I'm not very conventional.
Not sure what this has to do with your question, and it's mildly offensive.
posted by bunderful at 10:16 AM on September 6, 2015 [2 favorites]
It sounds like you are averse to taking on debt to go back to school, which is understandable. So maybe look at the job opportunities in your area that would be a better fit for you.
I often don't fit in with other women, as I'm not very conventional.
Not sure what this has to do with your question, and it's mildly offensive.
posted by bunderful at 10:16 AM on September 6, 2015 [2 favorites]
but it seems quite risky at age 30 to take a year off for accelerated schooling with a baby on the way
Way to bury the lede here.
I have 3 years under my belt on a psychology degree but wouldn't want to finish it for the "education is its own reward" sort of reasons.
A Bachelor's (any!) is a requirement for a lot of jobs with vertical lift into management. Can you look realistically at your options for completing that degree? Part time, online, whatever.
posted by DarlingBri at 10:27 AM on September 6, 2015 [2 favorites]
Way to bury the lede here.
I have 3 years under my belt on a psychology degree but wouldn't want to finish it for the "education is its own reward" sort of reasons.
A Bachelor's (any!) is a requirement for a lot of jobs with vertical lift into management. Can you look realistically at your options for completing that degree? Part time, online, whatever.
posted by DarlingBri at 10:27 AM on September 6, 2015 [2 favorites]
Response by poster: I didn't mean to offend anyone with this question or "bury the lede" (which seems to be a very popular accusation on the green.) I just wrote this from my heart and tried to organize it the best I could. By not being very conventional, I guess I just meant I have a perception that I don't really fit in well socially... which apparently is rather true based on just these few responses. It's definitely not about me being an exclusionary person toward others, but rather that I feel excluded from society myself. Perhaps "neurotypical" would have been a better word choice than "conventional"? So, management... probably not going to work out. I've tried very hard to be promoted and I've never been considered worthy.
And yes, I do have a therapist, just to sort of keep this out of that vein.
posted by dissolvedgirl22 at 10:55 AM on September 6, 2015
And yes, I do have a therapist, just to sort of keep this out of that vein.
posted by dissolvedgirl22 at 10:55 AM on September 6, 2015
OK, I see how you meant it now. Sorry I misunderstood you.
Seriously, if I were you I'd start by looking at idealist or other job aggregators and just see if there's something out there that seems better than what you are currently doing. If yes, then apply and see what happens. If no ... then there's the question of whether this is a good time for you to go back to school and whether it will get you the desired result. That's a more complicated question and probably it's own ask.me.
Recently the book What Color is My Parachute? was recommended here in another career advice question - you might want to take a look at that.
Good luck!
posted by bunderful at 12:09 PM on September 6, 2015
Seriously, if I were you I'd start by looking at idealist or other job aggregators and just see if there's something out there that seems better than what you are currently doing. If yes, then apply and see what happens. If no ... then there's the question of whether this is a good time for you to go back to school and whether it will get you the desired result. That's a more complicated question and probably it's own ask.me.
Recently the book What Color is My Parachute? was recommended here in another career advice question - you might want to take a look at that.
Good luck!
posted by bunderful at 12:09 PM on September 6, 2015
If your employer will help you could finish your degree, do that. If your employer offers any training at all, take it.
Go to the library and start checking out career books. See if the nearest job center (every state has them) offers any aptitude testing or other career services. Spend some time identifying your talents, strengths, and preferences.
You're not happy, you're bored, and there are probably better jobs out there that you'd be happier doing, and do quite well.
posted by theora55 at 12:31 PM on September 6, 2015 [2 favorites]
Go to the library and start checking out career books. See if the nearest job center (every state has them) offers any aptitude testing or other career services. Spend some time identifying your talents, strengths, and preferences.
You're not happy, you're bored, and there are probably better jobs out there that you'd be happier doing, and do quite well.
posted by theora55 at 12:31 PM on September 6, 2015 [2 favorites]
It sounds like you've reached a pretty common point in any job. You've gotten to the point where you're good at it but the challenge and fun is gone and the parts that are a drag are starting to wear on you. It happens in every technician-type thing.
I suggest thinking about how to recapture the challenge. You've been doing this for ten years. I bet you that you know something about what makes a good call center person. So training is a great idea, if there is a dedicated position for that. Also, I bet you know a lot about what makes a call center work, and what doesn't work. I bet you have disagreements with supervisors and managers on a process level sometimes. What if you could make the rules whatever you wanted them to be? Could you make it better for the company? for the employees? for the customers? It sounds to me like you don't need to switch jobs, you need to dive into the one you've got at a less superficial "I just do what I'm told" level.
It's harder work, when you move up into supervision, yeah, but it's so much more rewarding. The best supervisors I've ever had, my own and those who report to me, took the job not for the glory or the money, but because they thought they could help and it drove them crazy not being able to do more and on a wider scale.
It sounds to me like you're at that point and don't realize it. I don't suggest being all "the grunt work is beneath me" in attitude, but the truth is after 10 years it probably isn't using your knowledge and skill to the potential, and that can be soul-crushing.
posted by ctmf at 1:56 PM on September 6, 2015 [2 favorites]
I suggest thinking about how to recapture the challenge. You've been doing this for ten years. I bet you that you know something about what makes a good call center person. So training is a great idea, if there is a dedicated position for that. Also, I bet you know a lot about what makes a call center work, and what doesn't work. I bet you have disagreements with supervisors and managers on a process level sometimes. What if you could make the rules whatever you wanted them to be? Could you make it better for the company? for the employees? for the customers? It sounds to me like you don't need to switch jobs, you need to dive into the one you've got at a less superficial "I just do what I'm told" level.
It's harder work, when you move up into supervision, yeah, but it's so much more rewarding. The best supervisors I've ever had, my own and those who report to me, took the job not for the glory or the money, but because they thought they could help and it drove them crazy not being able to do more and on a wider scale.
It sounds to me like you're at that point and don't realize it. I don't suggest being all "the grunt work is beneath me" in attitude, but the truth is after 10 years it probably isn't using your knowledge and skill to the potential, and that can be soul-crushing.
posted by ctmf at 1:56 PM on September 6, 2015 [2 favorites]
What opportunities are there in your current call center? You have 10 years of experience and have a lot to contribute. Usually in call centers there are team leaders, supervisors, training departments, people who document policy/procedures. Do any of those sound appealing? Are there committees where you could serve? We have hourly employees on the wellness committee, employee relations, workplace safety.
With a child on the way, staying in your current company may make the most sense to maintain insurance, vacation and sick leave etc. Starting a new job and a new person is a lot to take at one time. That doesn't mean you need to stay on the phones. Start looking for other opportunities within your company. If you find something you like to do then you can transition into a new career path/company.
posted by 26.2 at 9:56 PM on September 6, 2015
With a child on the way, staying in your current company may make the most sense to maintain insurance, vacation and sick leave etc. Starting a new job and a new person is a lot to take at one time. That doesn't mean you need to stay on the phones. Start looking for other opportunities within your company. If you find something you like to do then you can transition into a new career path/company.
posted by 26.2 at 9:56 PM on September 6, 2015
Career changes while pregnant are dangerous. Maternity leave at your new office may not apply. Do your homework.
posted by k8t at 10:44 PM on September 6, 2015
posted by k8t at 10:44 PM on September 6, 2015
I'd recommend picking and choosing your battles. Losing 120 pounds and being pregnant might be enough significant change in your life without throwing in a new job or the worries of losing income while studying for a career change.
I think you have two options, bearing the rest of your circumstances in mind:
a) ask your supervisor/manager what the gaps are in your skills which have prevented you from being considered for promotion/secondments - and what training opportunities there are to address them.
b) treat this as a good situation to be in - while you concentrate on the two huge life changes you've already outlined, you have a job you're good at and which has predictable hours. If you're 100% sure that this isn't what you want to be doing in a year, relaxing and just being "good" at work is fine and might make it less stressful. Decide what to do next once you're in a better position to do so.
Huge life changes don't all have to be wrapped up in one bundle!
posted by dvrmmr at 11:04 PM on September 6, 2015
I think you have two options, bearing the rest of your circumstances in mind:
a) ask your supervisor/manager what the gaps are in your skills which have prevented you from being considered for promotion/secondments - and what training opportunities there are to address them.
b) treat this as a good situation to be in - while you concentrate on the two huge life changes you've already outlined, you have a job you're good at and which has predictable hours. If you're 100% sure that this isn't what you want to be doing in a year, relaxing and just being "good" at work is fine and might make it less stressful. Decide what to do next once you're in a better position to do so.
Huge life changes don't all have to be wrapped up in one bundle!
posted by dvrmmr at 11:04 PM on September 6, 2015
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posted by three_red_balloons at 9:40 AM on September 6, 2015 [1 favorite]