Understanding Unusually High On-The-Job Training and Your Role

In today’s rapidly evolving business landscape, it is common to witness an unusually high degree of on-the-job training, especially in industries like call centers. As you mentioned, working in a call center for just 10 months and feeling overwhelmed with the training process can indeed be stressful. However, understanding the reasons behind extensive training can help you navigate this period more positively.

Understanding the Reasons for Extensive Training

When employers at call centers invest heavily in training, their primary goal is to ensure top-notch customer service. Companies value customers’ satisfaction and strive to provide answers promptly and effectively. Extensive training helps employees handle a wide range of customer inquiries and issues, ensuring round-the-clock support.

Finding Positivity in Technical Proficiency

Even though the training might seem extensive and seems to foster a setup for potential failure, it is crucial to see it as an opportunity for growth and proficiency. Adequate preparation is a hallmark of a well-functioning organization. Being better prepared to handle customer queries and resolve issues efficiently can significantly reduce stress and improve job performance.

Dealing with Psychological Manipulations

There have been instances where call centers manipulate employees by creating a setup that might lead to increased attrition. This is a tactic to maintain high employee churn and continuously train new workers. However, it is essential to differentiate between quality training and manipulated attrition. Companies that genuinely care about customer satisfaction and employee well-being would not subject their teams to such setups.

Isolation and lack of clear guidance can indeed make the situation feel overwhelming. It’s crucial to maintain a positive mindset and view the training as an opportunity to grow rather than a setup to fail. Reading through employee reviews, seeking internal mentorship, and advocating for better work-life balance can provide valuable insights and support.

Personal and Spiritual Reflection

Reflecting on your career path and its spiritual or personal significance can provide additional perspectives. Drawing inspiration from higher power or values can help you navigate the challenging phases. Whether it is through prayers, meditation, or religious reflection, finding spiritual grounding can be a powerful tool in such circumstances.

Just as I faced the challenges of call center work post-2008, your experience is not unique. Many individuals have gone through similar phases. It’s important to evaluate your situation objectively and decide whether the training and work environment align with your long-term career goals.

The Government’s Role in Call Center Training

The 2008-2009 financial crisis led to significant changes in the US economy, including government support for training programs in call centers. The intention was to stabilize employment and bring back jobs from overseas. However, not all call centers used these funds optimally. Some actually profited by using the training money instead of competing in the global market. This led to a strategy of employee churn, whereby encouraging workers to quit after training them extensively helped the business restart the cycle with new employees.

While this strategy might be economically savvy, it can be frustrating for employees. Staying positive and seeking support from fellow workers, mentors, or even external resources can help you manage these periods better.

In summary, feeling overwhelmed with training is a common experience in customer service roles. While it can seem like a setup to fail, it is important to see it as a necessary part of growth and career development. Evaluating the situation objectively and seeking support can help you navigate these phases more confidently.