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Confessions of a Call Centre Worker
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.Workers often have just eight minutes a day for visits to the toilet or coffee machine.Hanging up on someone who is screaming abuse down the line at you is strictly not allowed.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.
- GenresNonfictionHumor
180 pages, Kindle Edition
Published May 2, 2017
105 people are currently reading
87 people want to read
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Displaying 1 - 29 of 29 reviews
September 17, 2020
I read this book because I too have worked in a call center. I did this job for three years and quickly found something else to do. My experience was exactly as Winter's describes on all of her jobs. In the book the customers were so pathetic that it was actually funny. I believe that most of the stories were true. I would recommend this book for a quick laugh, but as you read on, it starts to wear on you. Enjoy!
April 29, 2021
An honest take on call center experiences
I admit that I was hoping for a more humorous or comical take on call center life, but this book certainly had its funny moments. It's an honest portrayal of the experiences the author had after working in different call centers, some of which I could relate to. I admit that I fit the profile of some the workers she described, which was funny and felt awkward for me as the reader, yet I could empathize with some of the calls she received, knowing what it's like to go through that kind of situation from the customer service end. While it wasn't exactly what I was hoping for, it's still a great read and gives a voice to those who have experienced working at those huge call centers where you're treated like a # rather than a person.
I admit that I was hoping for a more humorous or comical take on call center life, but this book certainly had its funny moments. It's an honest portrayal of the experiences the author had after working in different call centers, some of which I could relate to. I admit that I fit the profile of some the workers she described, which was funny and felt awkward for me as the reader, yet I could empathize with some of the calls she received, knowing what it's like to go through that kind of situation from the customer service end. While it wasn't exactly what I was hoping for, it's still a great read and gives a voice to those who have experienced working at those huge call centers where you're treated like a # rather than a person.
April 6, 2019
Hair-raising stories!
As someone who hates using the phone, my heart went out to Izabelle and her years of coping with awkward customers. Working in a call centre sounds like my idea of hell.
I’ve never been deliberately rude to a call centre worker who I had contacted myself, though I can be short with persistent cold callers and downright vitriolic with obvious scammers who want to defraud me by getting my computer details.
But next time I talk to a nice person I will be able to visualise their workplace and the stresses they deal with every day. I hope Izzy has now found a much less stressful job!
As someone who hates using the phone, my heart went out to Izabelle and her years of coping with awkward customers. Working in a call centre sounds like my idea of hell.
I’ve never been deliberately rude to a call centre worker who I had contacted myself, though I can be short with persistent cold callers and downright vitriolic with obvious scammers who want to defraud me by getting my computer details.
But next time I talk to a nice person I will be able to visualise their workplace and the stresses they deal with every day. I hope Izzy has now found a much less stressful job!
June 21, 2020
A delightful read .
After too many serious and sad stories and the pandemic I needed something lighter and funny. This definitely helped although I'm sure the experience of being a call center worker was far from delightful for Izzy. It makes you also think twice about your own behavior on calls to such workers, although I think I have been a more pleasant caller than most. This was a fun read. I think Izzy has found her calling in writing tales like this.
After too many serious and sad stories and the pandemic I needed something lighter and funny. This definitely helped although I'm sure the experience of being a call center worker was far from delightful for Izzy. It makes you also think twice about your own behavior on calls to such workers, although I think I have been a more pleasant caller than most. This was a fun read. I think Izzy has found her calling in writing tales like this.
April 12, 2019
Omg.
What’s a read! I never worked in a call center (thank goodness) but I have had to take horrible calls otherwise, and I worked in retail for 4 years and have similar stories of my own. You really gave me an insight to the call world. I think the Earth would be a better place if everyone had to deal with this, then there probably wouldn’t be so much abuse out there over pure nonsense. The story of the security guys reminded me of Dwight (from The Office) and your last story about the guy on the news reminded me of when Andy (from The Office) got so angry he smashed his hand through the wall. Oh my. Those two points made me laugh out loud, thanks for that.
What’s a read! I never worked in a call center (thank goodness) but I have had to take horrible calls otherwise, and I worked in retail for 4 years and have similar stories of my own. You really gave me an insight to the call world. I think the Earth would be a better place if everyone had to deal with this, then there probably wouldn’t be so much abuse out there over pure nonsense. The story of the security guys reminded me of Dwight (from The Office) and your last story about the guy on the news reminded me of when Andy (from The Office) got so angry he smashed his hand through the wall. Oh my. Those two points made me laugh out loud, thanks for that.
April 14, 2019
A great laugh along book
Thankfully I have never worked in a call centre, and this is a great incentive for people never to do so, I even feel guilty now for times I have swore at the on hold music, never to the worker's there, I hasten to add. These people deserve a medal, and Izzy shows us this along with the stupidity of humankind, which makes us wonder how we are still in existence. Hope you have now have found a job your happy in Izzy, no one should have to go into work with their stomach in knots.
Thankfully I have never worked in a call centre, and this is a great incentive for people never to do so, I even feel guilty now for times I have swore at the on hold music, never to the worker's there, I hasten to add. These people deserve a medal, and Izzy shows us this along with the stupidity of humankind, which makes us wonder how we are still in existence. Hope you have now have found a job your happy in Izzy, no one should have to go into work with their stomach in knots.
May 26, 2021
3.5 star, but gains the rounding up as I feel this writer's pain.
This book does exactly what it sets out to do. It tells funny stories of people and situations so farfetched and dumb you'd think it was fiction, but it's not. It's light-hearted, funny, cathartic for those who've experienced similar, yet gives hope.
Whether you have ever worked in a call centre or not, you'll find something in this book to relate to or laugh along with. A light, easy read between those heavier tomes.
This book does exactly what it sets out to do. It tells funny stories of people and situations so farfetched and dumb you'd think it was fiction, but it's not. It's light-hearted, funny, cathartic for those who've experienced similar, yet gives hope.
Whether you have ever worked in a call centre or not, you'll find something in this book to relate to or laugh along with. A light, easy read between those heavier tomes.
September 18, 2017
An accurate account!
I couldn't resist buying this, as I currently work in a call centre and can identify with everything Izzy describes. There is a reason I do a part time degree. Enjoy this well written book, don't get a job in a call centre - especially in outbound sales - and be nice to call centre staff!
I couldn't resist buying this, as I currently work in a call centre and can identify with everything Izzy describes. There is a reason I do a part time degree. Enjoy this well written book, don't get a job in a call centre - especially in outbound sales - and be nice to call centre staff!
October 14, 2017
I recognised every character in this book, from the writer to the wannabe managers to the callers. I only wish Izzy had contacted me before putting pen to paper, ‘coz I’ve got some doozies for her! Brilliant. I’ve worked in the same CC for over 10 years, and unlike Izzy, I love my job. I have fun with the morons I speak to. Make the day easier.
July 9, 2018
A very clever and well written odyssey of a Call Centre Worker in the UK. Ms. Winter's writing style is engaging and funny. I read this book over 2 days because it was so interesting. It was also nice that there were very few spelling and editing errors as you sometimes find in Kindle editions.
This is well worth your time to read if you're looking for light, funny entertainment.
This is well worth your time to read if you're looking for light, funny entertainment.
February 6, 2019
Respect
Many years ago I worked in call centre. Reading this book bought the whole experience back to me. I can totally relate to Izzy's experiences. Had some laughs but a very stressful job, so can relate. A fantastic read, and for those who are thinking of working in a call centre, this book is a must read.
Many years ago I worked in call centre. Reading this book bought the whole experience back to me. I can totally relate to Izzy's experiences. Had some laughs but a very stressful job, so can relate. A fantastic read, and for those who are thinking of working in a call centre, this book is a must read.
April 10, 2019
Eye opening account of call centre worker
I don’t know how the author did the job she did, I wouldn’t have lasted 5 minutes! They is a highly enjoyable, well written memoir of working in various call centres over the authors’ career. Highly recommended, and has definitely made me think about how I might have treated call centre workers previously!
I don’t know how the author did the job she did, I wouldn’t have lasted 5 minutes! They is a highly enjoyable, well written memoir of working in various call centres over the authors’ career. Highly recommended, and has definitely made me think about how I might have treated call centre workers previously!
March 14, 2021
Work craziness
One woman's journey through working in call centres her whole career. The ups and downs ... mostly downs ... give the reader an eye opening look at what life is like for people working there, maybe hoping to get them to treat those workers more like workers in any of profession. Well written.
One woman's journey through working in call centres her whole career. The ups and downs ... mostly downs ... give the reader an eye opening look at what life is like for people working there, maybe hoping to get them to treat those workers more like workers in any of profession. Well written.
May 29, 2018
Like an hilarious chat with a good friend
Reading the funny anecdotes of life in various call centres was like sitting down with a good friend who has the most unbelievable stories from their job. Best enjoyed curled up with a cup of tea and the biscuit tin.
Reading the funny anecdotes of life in various call centres was like sitting down with a good friend who has the most unbelievable stories from their job. Best enjoyed curled up with a cup of tea and the biscuit tin.
June 28, 2018
Tales from the Talkface
I spent nearly ten years working in a job taking calls all day every day. I am glad to say the work has evolved and we usually get time now to do the rest of our work between calls but so many of the stories here sound just like calls I have taken.
I spent nearly ten years working in a job taking calls all day every day. I am glad to say the work has evolved and we usually get time now to do the rest of our work between calls but so many of the stories here sound just like calls I have taken.
April 14, 2019
Call center amends
This was a very enlightening book. Thanks to this read,
I wish I could go back and apologize to all the workers I have snapped at because of the wait time or the Muzak or frustration of the company. You should be paid way more.
This was a very enlightening book. Thanks to this read,
I wish I could go back and apologize to all the workers I have snapped at because of the wait time or the Muzak or frustration of the company. You should be paid way more.
April 15, 2019
A great inside look at how difficult life can be as call centre worker.
Enjoyed the book. A light read with a deeper objective. Make you think twice before hanging up the phone on call centre workers.
Enjoyed the book. A light read with a deeper objective. Make you think twice before hanging up the phone on call centre workers.
May 21, 2020
LMAO
Funny yet true. This book is a joy to read, funny yet true stories of a call center worker. I laughed so hard , yet this book will forever be with me whenever I ring a call center. I will always remember to be polite, thankful that it's not me answering the phone.
Funny yet true. This book is a joy to read, funny yet true stories of a call center worker. I laughed so hard , yet this book will forever be with me whenever I ring a call center. I will always remember to be polite, thankful that it's not me answering the phone.
February 14, 2021
surprised the author is still sane after working in those places! Who was the crazed, loony nut that invented call centres in the first place? Hope there is a special place in hell for him/her and it also has a call centre!!
May 6, 2018
I worked in a call center for eight long years and this author NAILED IT! Even though she is British, the experiences, headaches and heartaches are the same. Anyone who is considering working in a call center for any reason should read this book first!
May 27, 2018
Funny, relatable book.
Working in a call centre at present I can relate to lots in this book. Have me a good giggle and reminded me how much I love and hate my job so I'm one.
Working in a call centre at present I can relate to lots in this book. Have me a good giggle and reminded me how much I love and hate my job so I'm one.
June 6, 2018
Home truths!
I enjoyed this, and it rang true because my h/b once worked in a call centre, and he got a fair number of obnoxious callers in his time!
I enjoyed this, and it rang true because my h/b once worked in a call centre, and he got a fair number of obnoxious callers in his time!
January 11, 2019
Funny but so true!
This book is pretty funny, and it gives a realistic portrayal of working a call center! Well written, And very entertaining.
This book is pretty funny, and it gives a realistic portrayal of working a call center! Well written, And very entertaining.
January 23, 2020
This book is absolutely spot on. Having worked in a call center for a couple of years myself, I could relate to a lot of these people. Well written and funny.
March 26, 2020
Hilarious
As a fellow pained call centre worker I related to this book totally.The 1st paragraph had me in stitches which you only get if you've worked in the soul destroying job!
As a fellow pained call centre worker I related to this book totally.The 1st paragraph had me in stitches which you only get if you've worked in the soul destroying job!
February 10, 2023
Realistic.
This is very real.
It would be amusing for anyone (un)fortunate enough to work in a call centre.
Working with toddlers was training for many callers.
This is very real.
It would be amusing for anyone (un)fortunate enough to work in a call centre.
Working with toddlers was training for many callers.
April 23, 2023
No way could I ever work in a call center...
October 22, 2024
Don't yell at the person who answers. It's probably not their fault for your problem.
August 19, 2017
I loved this book. I work in a call centre and can understand completely what the author was going through. I laughed a lot at what she went through, I think similar things happen to all those who work in call centres - it's nice to know you're not alone. I recommend the book to anyone who works or is thinking of working in a call centre - or who ever has worked in one. I think I have learned a few tricks too...
Displaying 1 - 29 of 29 reviews