I cannot say what happens to other people, but what I get quite a lot, and that really causes a lot of distress, is that the NES finally succeeds in getting me, and then asks why I was not available on a certain day and time. I am left in shock because, on that certain day and time, I was fully available.
Whether that connects to computer problems, so say a CD that is criminally inserted in the system, like maybe my ID never showed up on the call center’s computer screen, or HR problems, so say the operator decides that they will not pass calls to me, is an issue I have classified as unsolved.
We get the shock, and we really don’t know what to say or do: The NES would not understand that our rental depends on that, and that is also why we are so helpful with them. They would not understand that we were fully available, and we are now really upset because they told us that there were calls for us.
We are left in that state of eternal distress and elucubration.
It is all very unhealthy, I would say: working in such conditions, having to sacrifice our posture, eyesight, muscles, having to acquire and control all gear that is used, having to cope with all usual problems in customer service plus the extra problems that we get, such as calls that don’t get to us, and still having to think about solutions all the time.
Some people clearly call because they have nobody else to talk with, perhaps in their mother tongue. The services are not for that, but nobody can blame the person either, so that we must hear them: We are getting paid, the services exist also for the purpose of making them feel at home here, and it can be seen as part of the communicative process if they tell us they want to speak to such and such through us.
Some people call to hit on us, perhaps for being really lonely, and, on those occasions, we have to know a lot about ethical challenges, which is one of the things you see in the course Ethical Codes. Sometimes things become really difficult.
Quite a few people call because they genuinely need our services, however, and that is probably when we are doing what we are supposed to do. We then have to deal with the distress of having the operator saying that, for instance, they cannot connect this time because nobody is answering, and they have been trying for more than ten minutes.
We cannot connect the call, and sometimes the NES does not understand that. Sometimes the own government does not understand. We are just interpreters, and who has all the equipment to connect is the operator, not us.
There aren’t many rewards involved in this sort of service, and that is probably why some fellows end up going personal, visiting people’s homes, and even serving them from their own telephone sets. They are thinking about how much they are taking from what they do, I reckon, when that happens.
Normal jobs allow us to have meals together, to share problems, to build solutions, to learn from each other, etc.
It is all very sacrificed. In compensation, it is obviously much better than selling things, especially if we talk about door-to-door sales, cleaning properties, etc.
If you choose doing this, a good start is realistically learning about what is bad in the trade. As my mum used to say, we do not need to be prepared for whatever is good, for that is enjoyable: We need to be prepared for whatever is not good only.