Back-to-back calls all day, every day. Weekends are the absolute worst. It dies down at about 1 AM on some weekdays. You will never get a moment to take a breath unless it's a scheduled break. If you're human and need to pee sometimes, or if you like to drink water, you shouldn't work here.
I was fortunate to be given the opportunity to work from home. It was a JOKE. Their computer systems run like garbage, and you will get in trouble because of it. You're expected to start work at least 15 minutes early, but you can't punch in until your systems are running and ready, and that takes about 10 minutes.
I've done time in MANY call centers but Discover callers are some of the nastiest & craziest people I've ever had the displeasure of dealing with, and I did outbound political surveys for the 2012 election. I would be angry after I got off of every single phone call. Discover will give just about anyone a card. I had people threaten me. I had a caller threaten suicide over $100.
Rotten people to work for. Stay away. The only people who seem to like it there behave as if they're in a cult & they drank the kool-aid. I've never been in a job that was so steeped in toxic corporate culture. They have an acronym for everything.
Concerns I brought forward to management about legitimate issues were met with the same placating customer service scripts we would have to read off to customers. There is literally no worse way you can offend a call center worker than to pull the same format we BS & pretend to care about customers with.
"I can understand the frustration with (insert anything here) and I know it's difficult, but there's no way to do (insert BS excuse here)"
Even if you think you're doing the right thing, you are not. I was leaving detailed notes after my calls, in one instance, specifically because the cardmember had a complex issue, and she was already upset because every time she called, she had to start from square 1. I got pulled aside and in TROUBLE for leaving a super detailed note and my supervisor straight up told me, "Our computer systems are contracted and they charge us by the letter."
I couldn't believe my ears. He thought I was so stupid to believe something like that.
You also should never speak naturally like a human being. A cardmember didn't receive her bill in the mail, and I gave an empathetic response, as I'd been trained to do. I said, "uhoh, that's weird." and I got marked down on my call quality because I said, "that's weird."
Overall, the job was a major insult to my intelligence. Every day, I would be treated like a child, and I'd clock out so upset at every aspect of the job.
