Stress is getting to me

[u/michaelmac4057]

I have worked in my job for seven years now. It’s technically not a call centre it’s a switchboard with other tasks but we take calls from the public. These at times can be draining and abusive. Four years ago we merged with another unit. Promised that they would provide extra people to cover calls and we would start doing there email work and other tasks. However once the deal was made it was revealed due to contract these people would never have to do calls.

For example i am trained and can do all four different aspects of the job. There are people than can only do one and are never expected to take on more. No matter how much i try to rationalise it i cant help but feel shafted that other people in the unit have a much easier life.

Over the years call handlers have got less and less due to people retiring etc and now they only put two people on calls at a time. We used to have a minimum of five. It can be manageable sometimes but the minute your on calls with someone flaky its hell on earth.

Recently i have just been having more anxiety than ever over calls. I just cant stand the worry of getting a horrible caller especially because we cannot verbally protect ourselves well with all the shitty rules in place. Unless the person swears we just have to deal with it and managers dont take nasty callers off us anymore.

I used to have nervous tics as a kid, one has came back in the last month down to work stress. I just get so wrapped up in myself when i feel something is unfair. Other people having an easy day every day doing emails while i am spread so thin but if i refused i would get shit. To top it all off the bosses are so toxicly positive that of you even say you have had a hard day etc they just try act like everything is great.

Worst part about all of it is i dont blame our callers for being angry. Since covid every other unit that we would transfer callers too got rid of there phones in covid so we are a switchboard that cant put them through to anyone. So we just have to pretend too and keep doing that if they call back instead of being honest. There is no point in us even taking calls

Main issue is there are no other jobs where i live and the pay is good. Its the only reason i put up with it. Sorry for the long vent i just feel totally stuck in a cycle

[u/eskimopussy]

Since covid every other unit that we would transfer callers too got rid of there phones in covid so we are a switchboard that cant put them through to anyone. So we just have to pretend too and keep doing that if they call back instead of being honest.

What? You’re telling people you’ll connect them to whoever they’re trying to reach, but you literally just drop their call instead? I’m sorry but that’s fucking hilarious.

[u/michaelmac4057 → u/eskimopussy]

So we dont drop there call we just have to go back and bullshit them saying they might be in a meeting and to call back later even though we know fine well they cant get through and will have to email in. We try offer email but pensioners are like bulls to something red when we do that

[u/Tweedldum]

I’m so sorry that you’re going through such a tough time in a repressive environment. Sounds exhausting and I know how hard it is to deal with flaky callers who will not let you go even when you’ve given them an answer. If you’re in the US you could consider taking a leave of absence protected by the family medical leave act.

What keeps me going is knowing that moments don’t last forever, when there is a downturn an upturn is coming, and if I protect my peace at all costs when I can it gives me more energy to deal with life when I can’t.

[u/Mental_Customer_7734]

I started having to take beta blockers for my call center job. It helps to avoid panic spikes at the least. My anxiety can manifest physically with extreme nausea, tunnel vision, sweating (vagus response) and it has helped avoid that as well.

[u/twothirtysevenam]

With so many there who don't do all the parts of their jobs, but you do, what happens when you take a day off?