I work in a modern-day sweatshop -- a call center. I'm lucky enough that it is unionized and well paid. But there are many things about it that are depressing, extremely stressful and dehumanizing.
I took the job 20 years ago (in a different department) because I wanted to work part-time (for reasons of mental and physical conditions, other work, and helping my husband, who has a visual disability with his job and/or schooling). I was lucky to get my job because 24 hours per week paid as much as my previous full-time salary.
How different things were back then. The pressure was so much less - the calls were slow at certain times of the day/week and we would chat or catch up with file work. We got monitored but not frequently - we were trusted to do a good job. We were not hassled about taking sick time (my sick days were always higher than average due to my conditions but it wasn't a concern and I do a good job). We were respected
20 years and and 3 positions later, I am at the end of my endurance. The pressure is unbelievable. We are monitored and evaluated to the point where it's ridiculous - almost every call is dissected and criticized and they record and watch our computer screens so they can see what we are doing every second of the call (calls are 30-40 minutes on average) and afterwards. Our calls and after-call work are timed and we are pressured to work fast but also get reprimanded for making mistakes. We are forbidden from applying for advancement or any other job if we are sick more than 3 times a year - also we get reprimanded. We are told off for being even 1 minute late from breaks. I am still part-time, but part-time staff are forced to take at least 4 full shifts per week. The calls are ALWAYS busy because they have calculated the staffing levels for each second of the day so that there are always people on hold. We have to follow a rigid script for much of the call, and our wording has to be exact. Believe me, there is more.
Also, the job itself is very stressful because the callers are stressed-out, in crisis and need immediate help. One mistake has big ramifications.
Despite this, I have nearly 100% client satisfaction (based on after-call surveys by an independent company). I am good at my job. Yet almost every day I fight wanting to call in sick, even when there is only an hour or two left in my shift. I am struggling with severe depression and anxiety and honestly I don't know how much is caused by my job. At times I don't mind it and I do feel proud of my work. But some days there is a lot of repetition and I just feel exhausted at the relentless parade of calls. I can't sleep at night. I have chronic health issues that are exacerbated by my job.
I am only 3 years from retirement (early retirement at 55, at which time I plan to get some training for a different work-from home job) but not sure I'm going to make it. Unfortunately, I cannot even take training or even long-term leave right now for financial reasons because my husband was forced into retirement by Covid and his pension is minimal. I do have a good pension but honestly I just want to cash it in and learn some other trade. I know I shouldn't do this! If I get to breaking point - which may happen soon, I'm going to ask my psychiatrist to write me off for a few weeks at least. I just don't know what to do. Ugh.
I took the job 20 years ago (in a different department) because I wanted to work part-time (for reasons of mental and physical conditions, other work, and helping my husband, who has a visual disability with his job and/or schooling). I was lucky to get my job because 24 hours per week paid as much as my previous full-time salary.
How different things were back then. The pressure was so much less - the calls were slow at certain times of the day/week and we would chat or catch up with file work. We got monitored but not frequently - we were trusted to do a good job. We were not hassled about taking sick time (my sick days were always higher than average due to my conditions but it wasn't a concern and I do a good job). We were respected
20 years and and 3 positions later, I am at the end of my endurance. The pressure is unbelievable. We are monitored and evaluated to the point where it's ridiculous - almost every call is dissected and criticized and they record and watch our computer screens so they can see what we are doing every second of the call (calls are 30-40 minutes on average) and afterwards. Our calls and after-call work are timed and we are pressured to work fast but also get reprimanded for making mistakes. We are forbidden from applying for advancement or any other job if we are sick more than 3 times a year - also we get reprimanded. We are told off for being even 1 minute late from breaks. I am still part-time, but part-time staff are forced to take at least 4 full shifts per week. The calls are ALWAYS busy because they have calculated the staffing levels for each second of the day so that there are always people on hold. We have to follow a rigid script for much of the call, and our wording has to be exact. Believe me, there is more.
Also, the job itself is very stressful because the callers are stressed-out, in crisis and need immediate help. One mistake has big ramifications.
Despite this, I have nearly 100% client satisfaction (based on after-call surveys by an independent company). I am good at my job. Yet almost every day I fight wanting to call in sick, even when there is only an hour or two left in my shift. I am struggling with severe depression and anxiety and honestly I don't know how much is caused by my job. At times I don't mind it and I do feel proud of my work. But some days there is a lot of repetition and I just feel exhausted at the relentless parade of calls. I can't sleep at night. I have chronic health issues that are exacerbated by my job.
I am only 3 years from retirement (early retirement at 55, at which time I plan to get some training for a different work-from home job) but not sure I'm going to make it. Unfortunately, I cannot even take training or even long-term leave right now for financial reasons because my husband was forced into retirement by Covid and his pension is minimal. I do have a good pension but honestly I just want to cash it in and learn some other trade. I know I shouldn't do this! If I get to breaking point - which may happen soon, I'm going to ask my psychiatrist to write me off for a few weeks at least. I just don't know what to do. Ugh.