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1-03-2009 @ 1:34PM
As a full-time college student who has several years of experience working for call centers (and currently work in one 20 or so hours per week), I would much prefer doing the same sort of work for Blizzard. But working in a call center is nowhere near as easy as many people assume.You sit in a cubible for hours on end, tethered to a telephone via headset and living and dying by the flashing light on the console that indicates calls in queue. Your numbers (lots of statistics that measure how long you take on each call, broken down into seconds) monitor your productivity and your potential for raises, promotions and bonuses. The call center can be a noisy and very stressful workplace.All calls are recorded and you are frequently live monitored by supervisors; knowing that every call is subject to scrutiny can make some people paranoid. The calls from customers are usually non-stop; in an 8 hour shift, you could potentially process hundreds of calls. You need top-notch communication and problem-solving skills; you never know who the next caller will be and sometimes getting to the nature of their concern takes some questioning. You need to be a good listener and genuinely like people. There is much satisfaction to be had in helping customers out; but there is also frustration when your hands are tied or you don't have the ability to solve their problems. You also need to maintain a certain formality in conversations; at my current workplace our quality scores are reduced if we used slang words like "uh-huh" and "okay" with customers. And of course, you need to tolerate the abusive and occasionally drunk callers. You just cannot take the abuse personally.Although working in Blizzard's call center is a fantasy for me, I'm not sure I want to move to Texas or California to pursue the dream. When I go home I play WoW to unwind; I'm somewhat afraid that if I dealt with WoW issues for 8 hrs. a day at work, it would not be nearly as much fun for me to play after work!
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