I got a job out of high school at this Dot Com called MediConnect. It was a call center, my first call center. I remember being freaked out about making those first outbound calls. I ground my teeth through the anxiety, and ended up getting pretty good at it. We would make calls to hospitals and doctor's office to collect copies of medical records for law firms. We had affidavits signed by their patients, it was all legit.
We worked out of tiny cubicles, barely over eye level. I knew the top of all my coworkers heads by heart. I had a computer with a phone attached to it, which would automatically load up the client profile and make the call for me. I also had two drawers, one for pencils and crap, the other for files. I took out all the stupid files and filed it with Legos.
Despite my initial fear of having to talk to people and convince them to release sensitive client information to me, I became pretty good at this job. My confidence grew. I even became a team leader. The day that they were secretly choosing them, I had happened to write a encouraging phrase on a post-it and stuck it to my monitor. This apparently impressed someone. The phrase was something like:
I became so good at making these calls that I won a contest for bringing in the most records in one day. I got a really big TV, I couldn't even fit it in my car.
My mastery of this job eventually became my downfall, a common theme with me it seems. I got to the point where the work became really automatic. I had my opening spiel, which I would deliver while reviewing the profile and playing racing games on my glacier colored Game Boy Advance.
It went something like this, "Hello, this is Ryan Fretz calling from MediConnect. I was calling today to...", always, every time, to a human voice or when leaving a message. I would say this like a robot. This would give me the few seconds I would need to review the last note and see what to say next.
As you would expect, we had escalated cases. These were the sort of calls, where we were having a really hard time getting the records for one reason or another. The client profile would tell us how many days the case had been opened, and the notes would give us an idea of what had gone on previously. One day I came to one of these, several months out, and the notes were nothing but us leaving voice mail after voice mail without any response.
The call went like this, "Hello, this is Ryan Fretz calling from MediConnect. I was calling today to... tell you that I hate you!"
It just came out, click, the call ended and the next one queued up, and I continued to rock at my job. Honestly, I didn't even give it a second thought. Until the next week when the floor manager called me into the operation manager's office.
My manager started, "Ryan, I got a disturbing call from a doctors office the other day. They said that you called and told them that you hated them. I didn't believe it at first, but then I pulled your audio files and sure enough, you call them, state your name and then say you hate them! They were all freaked out, they thought that maybe you were a terrorist!" This was shortly after 911.
The Ops Man stared me down, "Why would you do that?"
"I don't know, it just came to me." I explained that the call was escalated, etc.
"If you were going to do that, why would you even say your name?", my manager asked.
"Well, I wasn't really planning on hating them, but then I did."
"We are going to have to let you go" It was already decided. "We are having your desk packed up right now. You can leave after this meeting."
But wait, "They called back didn't they?" I turned to the Floor Man, "Did you get the records from them?" They exchanged a look, and I saw their resolve falter a moment.
"Your numbers have been falling as well", the Ops manager looked to my manager, who looked away.
I took the moment, "Actually, I'm at the top of the list."
"We have to let you go.", the final blow came from my manager.
So okay, I left their office and our HR woman handed me a file box full of my legos and other personal effects.
Done in again. Though, I learned to avoid becoming a replaceable cog in the business machinery. Even if I'm good at the job, I'll still be at the mercy of ass-holes. You have to be integral!