Book Review: Confessions Of A Call Centre Worker

Confessions Of A Call Centre Worker by Izabelle Winter

Have you ever wondered what it’s like to work in a call centre? 
Imagine speaking to members of the public fifty or more times every day, always having to be courteous and professional no matter what they say to you. 
Could you keep your cool while talking to all levels of stupid? 
Would you be able to wear a headset all day without wanting to throw it out of the window? 
All calls are recorded, analysed and timed to the second. Average handling time (AHT) is discussed as if it’s the very meaning of life and managers are always coming up with new ways to shave milliseconds from each call. 
Is it acceptable to only have a total eight minutes a day for visits to the toilet or coffee machine? 
Imagine not being allowed to hang up on someone who is screaming abuse down the line at you. 
Welcome to the Call Centre! 
Izabelle worked in call centres for many years; from insurance to home shopping, from selling advertising to discussing loans. Finally in the early hours one morning, she decided enough was in fact far too much and left her final call centre job the same day, never to return. 
On her way out of the door for the final time she vowed she would write a book about life in a call centre. Here is that book. Read about call centres in general, memorable customers and staff. How do staff stay sane? What is Big Red? Are cranberries the true meaning of Christmas? 
Why would you have leather trousers round your ankles in a lift? How not to impress your boss. Izabelle shares these and many other true tales from her years of incarceration in UK call centres.

I suffer from phone anxiety. I discovered the hard way that a receptionist job wasn’t for me, so I can’t imagine what life would be like working in a call center. Actually no, I can imagine exactly what it would be like, which is why I’m positive I could never do it. Some days just the sound of someone’s ringtone can be enough to set me off. And if Confessions Of A Call Centre Worker is anything to go by, I probably wouldn’t last very long.

Confessions Of A Call Centre Worker is an honest account of the author’s own experiences working in various types of call centres. Her writing style is engaging and funny, and I could see every single anecdote as it happened. I have enough stories from my years of retail, that I can believe every single one of the situations mentioned in this book really happened.

When I initially picked up this book, I was hoping for something light and funny. In that regard, I was not disappointed. I maybe would have liked a little more humour, but this was fine, and it was definitely entertaining. It was just dry humour, and my fault for not being quite in the right mood. All in all, Confessions Of A Call Centre Worker reveals the true horrors of working in such a place. I laughed and cringed during various situations, and will definitely give it a reread sometime in the future.

Have you read Confessions Of A Call Centre Worker? Let me know!

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