The following interview is with two workers employed in the technical support call centre of an Australian Internet service provider. AM and JR describe their situations.
Customers call in with the same sort of thing.
All we do is parrot out solutions, one call after the next. It's monotonous, pretty boring, and uninspiring. In this way call centres can become very repetitive. An individual in a call centre can really do something a bit different for anyone who's got a particular problem. Call centres can become very robotic, though, and it's up to each individual to break past what's been set for them to do.