... to hate her job:

1. There are numerous systems which are constantly not working at one time or another -- these are the very same systems which we are taught to be dependent on in order to do our jobs... and they are often not working.

2. Supervisors and floor support are always in short supply. The ratio of supervisors to agents is 1 to 25. And when a supervisor decides not to come to work. In fact, when MORE than one supervisor decides not to come to work...

3. There are too many stupid customers. Examples:

Agent: "Sir, can you power off your phone for 5 to 10 seconds and then turn it back on, please?"
Mr. Stupid Customer: "Where's the power button?"
Agent: "...Excuse me?"
Mr. Stupid Customer: "Um, I don't know where the power button is."
Agent: "...Sir, how often do you power off your phone?"
Mr. Stupid Customer: "Um, I don't ever turn off."
Agent: Quick.. think of something to say so that the customer doesn't know how stupid you think he is.. "Well, the power button should be to the right of the arrow buttons."
Mr. Stupid customer: "Where...? Nevermind. Just a minute. Let me get my son to help me."
Agent: *trying to keep incredulous noises at a minimum*

(Strangely enough, the customer's phone worked just fine after giving it a good power cycle)

4. There are way too many stupid policies to follow. Example: We can only give the account number out over the phone, with the proper verification, IF the customer is either making a certain type of payment or if the customer is porting to our sister company... Do the higher ups not realize that the customer can lie.. In fact, they do it all the time. So it really doesn't make any sense to have a policy stating that we can't give out the account number over the phone, even if the customer can verify, except in those cases. Otherwise.. what's the point of our extensive verification process?

5. Things are always changing, including the numerous stupid policies (not to get better, only worse)

6. We aren't trained enough to handle all the changes they keep making, EVERY FREAKIN DAY.

7. We aren't given enough backup avenues (e.g. You miss mandatory training for new skill set and your sup isn't there to reschedule it for you, and no other sup seems to know what to tell you).

8. We still have to suck up to the customer even when they are being stupid. Example:

Irate customer: "Why isn't [blank] department open on Sunday?!"
Incredulous Agent: Why the heck are you even calling on a Sunday... "I do apologize for the inconvenience Mr. Customer. However..."
Irate customer: "You don't understand! This is an emergency! I need [blank] RIGHT NOW!
Agent: "Mr. customer, I do apologize for the frustration, but unfortunatly that department is not open on Sundays. So you will have to call back on Monday between the hours of [blank]."
Irate customer: "I want to speak with your manager!"
Disgusted Agent: Oh yeah, because my sups going to run right over there and make them get to work..."One moment, please."

P.S. Sometimes, I think these people just call in to complain because they're lonely and no one else has to listen to them, while we, the Customer Service Representatives, will be severely punished if we hang up on them.. These people would be the ones who deserve to have telemarketers call them during dinner.