I had to fire someone at work today.  The agent just lost it and unfortunately they lost it on a supervisor. It’s not the first this agent caused a scene.  Not too long ago my boss and I sat down with them to talk about how to air concerns or even anger in the workplace.

Call centers can be a high stress environment.  The calls never stop coming and some days they come faster than others.  We’ve had crazy call volume for weeks now and its taking its toll on the agents.  They’re tired and stressed and overworked.  It’s a perfect storm.

We found some problems with the way calls were being sent to us that may provide some relief.  Its too late for some.  They cracked under the pressure and quit or got fired.  Call centers aren’t for everyone.