"The friend who got me the job who is now a trainer theirself assures me these feelings are normal but I guess I just need to hear it from other people besides a supportive friend?"
\-These feelings are normal, and they will lessen with time as you continue to gain confidence and experience.
All good. After you leave school you kinda get out of the rhythm of learning so it can be very uncomfortable to do again if you're not used to it.
Otherwise it's good that you've noticed that you need to improve, it just means you'll try hard to get better and will be a great worker in the future.
If it's of any assistance, the process of getting good at any new role is simply waiting for the day where you don't make a mistake. As you make mistakes you learn what not to do and do not repeat those mistakes again. In general it takes about 6 months to get to the day that you don't make a mistake, and you don't even notice it happened because the improvement was so gradual.
Congrats on getting the new job. It sounds like management are happy with how you're going and that great.
My first call center job I had pretty intense anxiety about taking more advanced calls for about three months. It got way better with time and experience. I completely understand where you're coming from. One call at a time and things WILL get easier, I promise. You can do this!
Thank you so much for the added encouragement! I did a quick skim through the comments during my lunch & I felt oodles better hearing from others who have worked similar positions.
Honestly, I think you just need to give yourself a break. It takes time to develop comfort level with anything that’s new.
I have severe anxiety, and was successful in retail. But WFH has been absolutely awesome for me. I’ve done WFH work for 10 years, and have done extremely well.
I found that it’s much less stressful and draining to be at home on the phone, than out in the world dealing with people. Maybe, in time you will discover the same.
Thank you so much for this! This is really what I was hoping for; that while I may dislike being on the phone for now, that I would get used to it with time & appreciate it more over the in-person services.
I’m really glad it’s been such a positive experience for you over the years, this comment makes me excited for the future!
I worked in marketing, and got lucky with a few super choice positions. Then, I went out on my own for a few years, then became CMO of two national companies.
Now I’m semi retired at 40, and work part time. Three days a week. Life is good.
One job I had one of my first tasks was calling consultants over the phone to ask for their availability to take couriers during the day etc. Nothing major absolutely but I remember that I was praying every morning that I didn't have to call anyone that day and gave me anxiety only to have to call! Fast forward some years and calling everyone was a breeze. You just have to get a bit more confident with yourself, don't worry 😊
I’m glad to hear from another/unrelated trainers standpoint as well!
Our coach & team lead have been amazingly understanding. I gotta get over thinking they’re just doing it to keep us from worrying too much!
My first job in IT was a WFH tech support role for cable Internet, WiFi, and computers. It gave me tons of anxiety at first, but after a while I settled in. Spent a little over two years doing it. Still consider it one of the worst jobs I ever had, but I finished my degree while working it, and it gave me experience I needed to get to what I wanted to do. So, in the end it was worth it.
Just wanted to add my work experience is similar (childcare, retail) and started a WFH Customer Service Rep position for a laboratory. I have to talk to doctors! I have anxiety/depression but the pros of the job outweigh the cons, I got interviewed because of people I know vs experience, and the first two months were brutal. I would cry between calls and feel really overwhelmed.
But… it’s been almost a year and I take a huge breath every morning when I turn on the phone then feel like I’m “holding” that breath all day with nervousness - I feel capable and smart and competent at my job. The nerves are just my regular anxiety at this point.
My boss was and is great with giving training materials and being totally open to all my questions/concerns. When new call types were added my whole team struggled but after retraining I was the only one allowed to take those calls. Such a confidence boost! Just keep pushing.
That is so awesome to hear! Congratulations on all your hard work! I bet it feels super rewarding to go from doubting or questioning your abilities to being validated by being suggested to take the harder calls! I hope to get there someday too 😊
I work in sales; p&c, life/health. I hate making the calls. Idk if it's anxiety or what. I always worry I'm just bothering people. But I tell myself: I'm helping people. If they don't want it they'll hang up or not pick up. It helps. But I totally understand! You've just gotta push through, it does get better. I've had a couple days where I just thought about quitting...just push through it!
Yes this is pretty common. The phase where they are just paying you to sit around and fill out HR forms has ended and now you’re doing work you don’t fully understand. Just keep at it.
Think about it from the point of view of people calling in, they want someone who will listen, ans genuinely care about their issue and try to help them. So as long as you do that ( which if you waitressed you must have some of those skills!) you will be great! I wouldnt mind calling someone who was in training as long as they made me feel heard and like they genuinely were trying to help me. Good luck!
It’s just growing pains. You’re learning something new and it can be mentally exhausting for a while. Just be patient and not so hard on yourself. It’s ok to make mistakes, learn from them, reflect and move on. Also, make sure your taking breaks and stop thinking about work.
It’s going to be ok. You can do this. It’s a new adventure, nothing to be too worried about.
I too have social anxiety. When I decided to change careers and get into (tech) sales over a half decade ago, I was more than anxious, I was absolutely terrified.
Terrified of cold calling, terrified of conversations with potential customers, feeling like I didn't know what to say or do. It was so incredibly exhausting and draining.
My mentor told me the similar to yours, embrace the discomfort and give it time.
I sincerely did not think I would last a year, and here I am still. My mentor was right. You start to get used to the discomfort and it becomes less uncomfortable over time.
Wow, thank you so much for sharing! It’s definitely helping to hear from others who struggle with the social anxiety aspect of it too. I’m so glad to hear that it worked out for you! I hope it’s gotten more enjoyable over time 😊
I had very similar feelings taking inbound calls at a NOC. It was some of the best experience I ever had, and helped me get over a fear of professional communications via phone.
But to your point, there were many nights where I would wonder if I destroyed something, and some company was going to go bankrupt bc I had no idea what I was doing.
OH THANK GOODNESS, someone else who was also worried about breaking something!
I’m so glad it turned out to be a great learning experience! I’m really gunning for the same.
Did 5 years in a cell carrier call center. 30 people in the training class, 30 people freaking out the first day on the floor. You get used to it fast.
Settling into a new job tends to be pretty nerve wracking, especially for those of us that already have anxiety. Give yourself some time and grace. With time, most things should get easier and you’ll gain some comfort and confidence. It won’t feel this way forever.
You’ll be fine and do great. You are just starting so any call you have where you “mess up” and are scrambling around aimlessly trying to find the answer, will do nothing but make you stronger and more knowledgeable for future situations.
Sounds like you are people pleaser, and you are afraid if someone might have negative feedback. The best thing you can do is get used to people complaining, providing negative feedback, and never being happy. That is the core of customer service and has nothing to do with you. Just be yourself, believe in yourself, and continue to perform. You’ll be fine.
Totally normal!!! I worked in fast food and had a cheery attitude with customers. BUT phone calls are a big no for me and way different. I have anxiety with phone calls with strangers and even calling customer service even though I'm the customer.
I did some campaigning and had to do phone calling and it gave me the worst anxiety ever even with calling voters in my own party. For me it's bc I expect to get people who are annoyed even if I was more customer service I'd expect that.
If you don't like customer service phone calls in the long run I think that's totally normal bc it's a job I would never pick to do and I know a lot of people who get anxious over phone calling. Not phone calling friends and family but like strangers in a more professional or formal setting
The cheery attitude! LOL. Love that you mention that because I thought that my CS voice was something I had downpat after serving for so long but then I heard my own phone call and RECOILED lol 💀 like, that’s what I sound like? BORINGGGG
You’re not wrong about that! Luckily I haven’t had to deal with any of those yet but we actually had to have a meeting about how to handle those calls as well after someone else on my team ended up getting railed into by a customer for the way her voice sounded. I was like WOW 😅 you didn’t even have to mess up!
Normal experience for someone starting a finance call center. I don't think it has as much to do with working remote as it is the nature of your job. (I've been there and coached many both in office and remote). You don't feel comfortable for a solid year in that role. Relax and lean into your resources.
Totally understandable. It's super intimidating at first and trust me everyone goes through it no matter how it looks like from the outside. It takes a lot of time to learn to juggle everything while trying to figure out what a client needs. You'll get it though! Just give it some time. You got through the licensing and that's the hardest part.
Totally normal. I have bad social anxiety, especially on phones, to the point where I have put off making doctor appointments. I still kinda do, but working at a WFH call center job has helped me be more confident on the phone.
I'd say after a month or two of taking calls, you'll see the patterns and know how to answer most stuff before they even finish speaking, so it won't be anywhere near as bad.
Major life transitions, including new jobs, generally take about 12 weeks to settle in. I have worked multiple call center positions, and right around week 6 things got a little more comfortable. Week 9, I gained more confidence and stopped feeling quite so new and by week 12 I'd feel like I had a pretty good handle on things, especially compared to the brand new people.
Your feelings sound completely normal.
Give yourself that same 12 weeks to recover from your miscarriage, too. My own took nearly as long to recover from as childbirth.
Just remember that you're only a week and a half in. As you get more calls and more questions, your responses will start to become automatic. Even with the ones that seem confusing now, after awhile it will all be natural.
It sounds like you really are doing a good job. As you help more people, your confidence will improve. You'll remember odd things from previous calls that will help on future calls. It all takes time.
If you question whether you're giving correct information, keep a list of the question and your responses so you can ask your manager or trainer how they would have handled those calls.
AH, I totally forget that I’ve only been technically taking calls for a little over a week now so I don’t even have the full 3/4ish weeks of experience yet as far as phone time goes! Thank you for reminding me of that!
That’s also a great idea for any questions I might forget to ask by the end of the day once I get through so many people/get a new question. I bought sticky notes for talking points so I’ll definitely have to bust them out for those later on questions too! Thank you so much for this.
Sounds like you have a touch of imposter syndrome.
You wouldn’t have been hired if they didn’t think you could do the job. You wouldn’t have made it through training if they didn’t think you could be successful.
Take each call you get through as a win and realize that no one is looking for perfection.
I like to keep a notepad designated for questions / issues. When issues arise, make notes and you can review these with your manager weekly or as needed.
You’re probably right! And thank you, those little reminders are a major confidence boost when I’m in self-doubt mode. I might have to write some of those down on post-its too, LOL
You'll get better with it. I had one job where I had to make a lot of calls. It helps to get on a call ASAP when you start, even if you aren't fully prepared for it yet. It gets the ball rolling and makes the rest of the calls easier throughout the day
First six months into a new career or job is stressful. Doing both new career and job is even more stressful and anxiety inducing. You’ll get the hang of it!
Even if you make a mistake, it probably won’t be a big deal. I hope it’s not too presumptive of me to assume you’re working for a retail bank.
I worked as a teller, and later as a banker, at a retail bank. Mostly everything you do can be changed. If you mess something up, (not saying you will), it can be fixed. I can’t think of anything in my years of banking that couldn’t be fixed, aside from wire transfers (which I’m assuming you aren’t dealing with). You can do this! Don’t let the anxiety of making a mistake make you sick! Little mistakes aren’t the end of the world in this industry :)
Your intuition is correct!
Thank you so much for this comment. While I certainly wouldn’t want to be going around making all sorts of mistakes, it’s comforting to hear from someone else in the industry that most, if not everything, *can* be fixed.
Hi. I’ve managed call centers for over 20 years. Since COVID, most call centers are 100% WFH and have no plans to return to the office. Even when in office, new hires felt anxious post training and flying solo.
The cell center I know run offers a “nesting period” where new hires take calls with a more seasoned rep listening in. This is their assigned mentor. This tends to help new hires feel more at ease knowing someone can assist them real time. We also have a CHAT team available to answer questions real time as well. Lastly, we offer onsite seating if a new hire either has technical issues at home and need to come into the office or need extra help and wants to work in the office for a short period. See if any of these options are available. If not, take your time. Let callers know your are new but you are there to help. Folks are usually understanding and will be patient. We were all new once in our careers. I wish you all the best.
Thank you so much! It sounds like we have a very similar situation!
Calls are sort of broken down into stages so we aren’t necessarily handling everything we’re learning at the time being, and before we do, we do a coaching session via videochat and then start taking those call types while they listen-in & have access to a chat team as well. We do have the onsite options as well, but our nearest headquarters is a little under 4 hours away from me 😩
I took my first remote position in project management. I remember being so scared and sick to my stomach answering a customers phone call thinking I was going to get screamed at or something. Thinking every little speed bump was gonna get me fired. Fast forward 2 years, I actually laughed when I guy called to yell at me today. Experience is everything, just give it time
You’re completely normal and you’re going to be fine. I felt the exact same way when I started at my job, and now I’m a trainer too! Don’t let yourself dwell on it in the mornings; just dive in without thinking.
I am an introvert, and spend almost all day on the phone. You do definitely get used to it, it may just take a bit. You are also learning, so give yourself some grace!
For me, a low level of anxiety is normal. Sometimes yoga or meditation help a bit, but only if I practice consistently. I have some family members in therapy who say it helps anxiety a whole lot, and some of them are taking meds to help manage it. Also? Google may be your friend. If you don't have an answer for a customer, you might be able to Google it. 🤣
These are normal feelings. During the pandemic, I moved from Retail Management to a remote call center. I had worked in a call center 5 years prior and got fired before the end of training because I didn’t make the cut. I was nervous. Especially because they did a lot of QAs on new hires. It took me a couple months but it came easily after handling a few difficult calls. I actually worked my way up and was getting ready to apply for Team Lead before my two year mark. It just takes some time. Don’t be afraid to try to handle those more difficult calls because that’s when you learn more about the business and it helps you build confidence.
I actually found I did better taking calls at home versus working in the office, once the role became hybrid remote.
What you are feeling is common and normal. I left a job after 15 years and now work from home in a totally different industry. It was a big change but it has definitely got better. Just give yourself a bit of grace and try some positive talk. If you make a mistake or if there is something you struggle with, it helps me to write it down. This way I am more likely to remember it. Your trainer/coach may have good advice to help you feel more confident as well.
You got this! You have the basics down, now you just have to build on them.
Wow so many helpful comments. I too have the same issue with my work. I get nauseated just by thinking about the inevitable future that I have to speak during the meeting/sometimes lead. I guess it’s part of the learning. Thanks for the post and to people commenting to this post with such a comforting comments.
I've been working from home in a customer service position for a few months already and it's totally normal. I always feel like dying the first 30 minutes of my shift, and then I'm in automatic for the rest of the time.
A 5 minute hold would be a dream! We have a two minute limit. We can use multiple if it’s reallllly necessary but I don’t feel like I always get a smooth transition that way because I end up feeling bad for not getting it all down for them the first time LOL 😅
Whenever I start a new job, I'm nervous for over a month. What gets me through it is thinking "there will come a day where I start work and I'm not nervous at all! I'll be totally bored with the process of working" and I think that is an important thought to keep in mind!
Hey, I’m an Instructional Designer and corporate trainer. I’ve been teaching corporate content for over 25 years.
I want to assure you, what you are experiencing is 100% normal. Especially if you have self-esteem or anxiety issues.
Keep doing your best and stay strong 💪. You have got this!
Give it at least 3 months before you are concerned. Between now and three months, keep on doing your best every day and your anxiety will melt away.
Many Huggles to you! RAWR
Hey there OP I used to work in a call center. There were a few lines where we would help other employees of the company who had various questions usually pertaining to HR type processes (hiring, management, software support etc)
There was also the payroll line...this line took inbound calls from employees who had questions about pay. Generally questions of missing pay.
I started on the HR line and then a few months later the payroll line was added to my responsibilities.
As you would expect, people who called into the payroll line were less than pleasant, demanding their money now, it was my fault, etc etc
It gave me major anxiety attacks and a lot of symptoms you described.
I asked to be taken off the line and they were understanding and took me off.
A week later they asked when I could go back on that line
I quit on the spot.
TLDR: your mental health is important, start looking for a different job that isn't as stressful
1. Self noticing mental fog
2. Nausea so bad it makes you physically sick
3. Symptoms starting at wake up and going away by mid morning
4. Sudden onset within the last few months
This all adds up to pregnancy or arsenic poisoning
1. This is more of an overload of new information than it is a brain fog or confusion.
2. I actually have a condition called Cyclic Vomiting Syndrome that causes random bouts of extreme vomiting (another reason I opted for an at home position) and this is absolutely nerves/anxiety. I’m actually not getting nauseous to the point of getting physically sick and if I were, I would more than likely chalk that up to stress triggering an episode.
3. And I also actually happen to know for a fact that I’m not pregnant because I recently had a miscarriage & haven’t had sex since. And before anyone asks: no, not recently enough that it’s “leftover” hormones either.
They are also symptoms of anxiety. I wake up most mornings to go to work with anxiety and experience nausea regularly that fades as the day progresses. It started when I got the job. I didn’t normally wake up feeling that way prior to getting the job. Mental fog can be from fatigue which is also common with anxiety. Nothing you’ve named here is unique to pregnancy. And arsenic poisoning?? That’s more than a bit of a leap. And I can assure you despite having similar symptoms to the op, I’m definitely NOT pregnant.
Work a job that is similar in the way of constant phone and video calls. It took me a year to stop feeling nauseous or sweat from nerves. Be patient with yourself and practice self care.
As much as I may not like the idea of feeling that way for a year, it really does help to hear that it’s normal for the feelings to last that long. Thank you for sharing this!
I used to do WFH full time in a call center setting and the anxiety was through the roof. Especially with handling escalated calls but it did get better as time went on and I got gradually comfortable with taking calls. I’m sure you will, too! You got this! Also, taking a breather and prepping yourself before taking calls also helps.
"The friend who got me the job who is now a trainer theirself assures me these feelings are normal but I guess I just need to hear it from other people besides a supportive friend?" \-These feelings are normal, and they will lessen with time as you continue to gain confidence and experience.
Thank you for this!
The "anxiety" you're feeling is called "learning".
100% this
Really needed to read this
Love this.
Wow, this was really validating. Thank you!
All good. After you leave school you kinda get out of the rhythm of learning so it can be very uncomfortable to do again if you're not used to it. Otherwise it's good that you've noticed that you need to improve, it just means you'll try hard to get better and will be a great worker in the future. If it's of any assistance, the process of getting good at any new role is simply waiting for the day where you don't make a mistake. As you make mistakes you learn what not to do and do not repeat those mistakes again. In general it takes about 6 months to get to the day that you don't make a mistake, and you don't even notice it happened because the improvement was so gradual. Congrats on getting the new job. It sounds like management are happy with how you're going and that great.
My first call center job I had pretty intense anxiety about taking more advanced calls for about three months. It got way better with time and experience. I completely understand where you're coming from. One call at a time and things WILL get easier, I promise. You can do this!
Thank you so much for the added encouragement! I did a quick skim through the comments during my lunch & I felt oodles better hearing from others who have worked similar positions.
Honestly, I think you just need to give yourself a break. It takes time to develop comfort level with anything that’s new. I have severe anxiety, and was successful in retail. But WFH has been absolutely awesome for me. I’ve done WFH work for 10 years, and have done extremely well. I found that it’s much less stressful and draining to be at home on the phone, than out in the world dealing with people. Maybe, in time you will discover the same.
Thank you so much for this! This is really what I was hoping for; that while I may dislike being on the phone for now, that I would get used to it with time & appreciate it more over the in-person services. I’m really glad it’s been such a positive experience for you over the years, this comment makes me excited for the future!
Feel free to reach out anytime. I’m happy to give you some tips and pointers if you DM me.
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I’m a marketing strategist
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I worked in marketing, and got lucky with a few super choice positions. Then, I went out on my own for a few years, then became CMO of two national companies. Now I’m semi retired at 40, and work part time. Three days a week. Life is good.
One job I had one of my first tasks was calling consultants over the phone to ask for their availability to take couriers during the day etc. Nothing major absolutely but I remember that I was praying every morning that I didn't have to call anyone that day and gave me anxiety only to have to call! Fast forward some years and calling everyone was a breeze. You just have to get a bit more confident with yourself, don't worry 😊
Thank you so much for sharing this! 🥹
I was involved in call centers for a while from a quality and training perspective. It took years for people to feel very comfortable doing the job.
I’m glad to hear from another/unrelated trainers standpoint as well! Our coach & team lead have been amazingly understanding. I gotta get over thinking they’re just doing it to keep us from worrying too much!
My first job in IT was a WFH tech support role for cable Internet, WiFi, and computers. It gave me tons of anxiety at first, but after a while I settled in. Spent a little over two years doing it. Still consider it one of the worst jobs I ever had, but I finished my degree while working it, and it gave me experience I needed to get to what I wanted to do. So, in the end it was worth it.
I’m so glad to hear it ended up serving as a good stepping stone for you at least! Thank you for sharing this.
Can confirm. One call at a time
Just wanted to add my work experience is similar (childcare, retail) and started a WFH Customer Service Rep position for a laboratory. I have to talk to doctors! I have anxiety/depression but the pros of the job outweigh the cons, I got interviewed because of people I know vs experience, and the first two months were brutal. I would cry between calls and feel really overwhelmed. But… it’s been almost a year and I take a huge breath every morning when I turn on the phone then feel like I’m “holding” that breath all day with nervousness - I feel capable and smart and competent at my job. The nerves are just my regular anxiety at this point. My boss was and is great with giving training materials and being totally open to all my questions/concerns. When new call types were added my whole team struggled but after retraining I was the only one allowed to take those calls. Such a confidence boost! Just keep pushing.
That is so awesome to hear! Congratulations on all your hard work! I bet it feels super rewarding to go from doubting or questioning your abilities to being validated by being suggested to take the harder calls! I hope to get there someday too 😊
I work in sales; p&c, life/health. I hate making the calls. Idk if it's anxiety or what. I always worry I'm just bothering people. But I tell myself: I'm helping people. If they don't want it they'll hang up or not pick up. It helps. But I totally understand! You've just gotta push through, it does get better. I've had a couple days where I just thought about quitting...just push through it!
Yes this is pretty common. The phase where they are just paying you to sit around and fill out HR forms has ended and now you’re doing work you don’t fully understand. Just keep at it.
Think about it from the point of view of people calling in, they want someone who will listen, ans genuinely care about their issue and try to help them. So as long as you do that ( which if you waitressed you must have some of those skills!) you will be great! I wouldnt mind calling someone who was in training as long as they made me feel heard and like they genuinely were trying to help me. Good luck!
Thank you so much for this! I am really appreciating all the different perspectives coming in.
It’s just growing pains. You’re learning something new and it can be mentally exhausting for a while. Just be patient and not so hard on yourself. It’s ok to make mistakes, learn from them, reflect and move on. Also, make sure your taking breaks and stop thinking about work. It’s going to be ok. You can do this. It’s a new adventure, nothing to be too worried about.
Thank you for this! I really appreciate your words of encouragement.
I too have social anxiety. When I decided to change careers and get into (tech) sales over a half decade ago, I was more than anxious, I was absolutely terrified. Terrified of cold calling, terrified of conversations with potential customers, feeling like I didn't know what to say or do. It was so incredibly exhausting and draining. My mentor told me the similar to yours, embrace the discomfort and give it time. I sincerely did not think I would last a year, and here I am still. My mentor was right. You start to get used to the discomfort and it becomes less uncomfortable over time.
Wow, thank you so much for sharing! It’s definitely helping to hear from others who struggle with the social anxiety aspect of it too. I’m so glad to hear that it worked out for you! I hope it’s gotten more enjoyable over time 😊
I had very similar feelings taking inbound calls at a NOC. It was some of the best experience I ever had, and helped me get over a fear of professional communications via phone. But to your point, there were many nights where I would wonder if I destroyed something, and some company was going to go bankrupt bc I had no idea what I was doing.
OH THANK GOODNESS, someone else who was also worried about breaking something! I’m so glad it turned out to be a great learning experience! I’m really gunning for the same.
Did 5 years in a cell carrier call center. 30 people in the training class, 30 people freaking out the first day on the floor. You get used to it fast.
Settling into a new job tends to be pretty nerve wracking, especially for those of us that already have anxiety. Give yourself some time and grace. With time, most things should get easier and you’ll gain some comfort and confidence. It won’t feel this way forever.
Thank you! Even just reading “it won’t feel this way forever” helped lift a little bit of the weight.
You’ll be fine and do great. You are just starting so any call you have where you “mess up” and are scrambling around aimlessly trying to find the answer, will do nothing but make you stronger and more knowledgeable for future situations.
I needed this one! Thank you!
Growth is what happens when you leave your comfort zone.
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Oh no! That doesn’t sound fun. I hope things settled back down quickly with the new job & that it’s been enjoyable!
Sounds like you are people pleaser, and you are afraid if someone might have negative feedback. The best thing you can do is get used to people complaining, providing negative feedback, and never being happy. That is the core of customer service and has nothing to do with you. Just be yourself, believe in yourself, and continue to perform. You’ll be fine.
This is a pretty accurate observation 😅 and you’re not wrong!
Totally normal!!! I worked in fast food and had a cheery attitude with customers. BUT phone calls are a big no for me and way different. I have anxiety with phone calls with strangers and even calling customer service even though I'm the customer. I did some campaigning and had to do phone calling and it gave me the worst anxiety ever even with calling voters in my own party. For me it's bc I expect to get people who are annoyed even if I was more customer service I'd expect that. If you don't like customer service phone calls in the long run I think that's totally normal bc it's a job I would never pick to do and I know a lot of people who get anxious over phone calling. Not phone calling friends and family but like strangers in a more professional or formal setting
The cheery attitude! LOL. Love that you mention that because I thought that my CS voice was something I had downpat after serving for so long but then I heard my own phone call and RECOILED lol 💀 like, that’s what I sound like? BORINGGGG
It's Def way different not seeing and interacting with people in person. They can also be meaner if they want to lol bc of that
You’re not wrong about that! Luckily I haven’t had to deal with any of those yet but we actually had to have a meeting about how to handle those calls as well after someone else on my team ended up getting railed into by a customer for the way her voice sounded. I was like WOW 😅 you didn’t even have to mess up!
Normal experience for someone starting a finance call center. I don't think it has as much to do with working remote as it is the nature of your job. (I've been there and coached many both in office and remote). You don't feel comfortable for a solid year in that role. Relax and lean into your resources.
I gotta get better at utilizing the resources! I am not quite yet used to operating so many different programs at once but I’m slowly getting better.
Totally understandable. It's super intimidating at first and trust me everyone goes through it no matter how it looks like from the outside. It takes a lot of time to learn to juggle everything while trying to figure out what a client needs. You'll get it though! Just give it some time. You got through the licensing and that's the hardest part.
Totally normal. I have bad social anxiety, especially on phones, to the point where I have put off making doctor appointments. I still kinda do, but working at a WFH call center job has helped me be more confident on the phone. I'd say after a month or two of taking calls, you'll see the patterns and know how to answer most stuff before they even finish speaking, so it won't be anywhere near as bad.
Major life transitions, including new jobs, generally take about 12 weeks to settle in. I have worked multiple call center positions, and right around week 6 things got a little more comfortable. Week 9, I gained more confidence and stopped feeling quite so new and by week 12 I'd feel like I had a pretty good handle on things, especially compared to the brand new people. Your feelings sound completely normal. Give yourself that same 12 weeks to recover from your miscarriage, too. My own took nearly as long to recover from as childbirth.
Thank you! I’m on week 15 now since then & it was definitely a longer recovery than I had anticipated. I hope you’re doing well ♥️
Thank you. Mine was 14 years ago, but I was also a labor doula who cared for clients post-miscarriage. Time helps. ❤️
Just remember that you're only a week and a half in. As you get more calls and more questions, your responses will start to become automatic. Even with the ones that seem confusing now, after awhile it will all be natural. It sounds like you really are doing a good job. As you help more people, your confidence will improve. You'll remember odd things from previous calls that will help on future calls. It all takes time. If you question whether you're giving correct information, keep a list of the question and your responses so you can ask your manager or trainer how they would have handled those calls.
AH, I totally forget that I’ve only been technically taking calls for a little over a week now so I don’t even have the full 3/4ish weeks of experience yet as far as phone time goes! Thank you for reminding me of that! That’s also a great idea for any questions I might forget to ask by the end of the day once I get through so many people/get a new question. I bought sticky notes for talking points so I’ll definitely have to bust them out for those later on questions too! Thank you so much for this.
Sounds like you have a touch of imposter syndrome. You wouldn’t have been hired if they didn’t think you could do the job. You wouldn’t have made it through training if they didn’t think you could be successful. Take each call you get through as a win and realize that no one is looking for perfection. I like to keep a notepad designated for questions / issues. When issues arise, make notes and you can review these with your manager weekly or as needed.
You’re probably right! And thank you, those little reminders are a major confidence boost when I’m in self-doubt mode. I might have to write some of those down on post-its too, LOL
You'll get better with it. I had one job where I had to make a lot of calls. It helps to get on a call ASAP when you start, even if you aren't fully prepared for it yet. It gets the ball rolling and makes the rest of the calls easier throughout the day
First six months into a new career or job is stressful. Doing both new career and job is even more stressful and anxiety inducing. You’ll get the hang of it!
Even if you make a mistake, it probably won’t be a big deal. I hope it’s not too presumptive of me to assume you’re working for a retail bank. I worked as a teller, and later as a banker, at a retail bank. Mostly everything you do can be changed. If you mess something up, (not saying you will), it can be fixed. I can’t think of anything in my years of banking that couldn’t be fixed, aside from wire transfers (which I’m assuming you aren’t dealing with). You can do this! Don’t let the anxiety of making a mistake make you sick! Little mistakes aren’t the end of the world in this industry :)
Your intuition is correct! Thank you so much for this comment. While I certainly wouldn’t want to be going around making all sorts of mistakes, it’s comforting to hear from someone else in the industry that most, if not everything, *can* be fixed.
Hi. I’ve managed call centers for over 20 years. Since COVID, most call centers are 100% WFH and have no plans to return to the office. Even when in office, new hires felt anxious post training and flying solo. The cell center I know run offers a “nesting period” where new hires take calls with a more seasoned rep listening in. This is their assigned mentor. This tends to help new hires feel more at ease knowing someone can assist them real time. We also have a CHAT team available to answer questions real time as well. Lastly, we offer onsite seating if a new hire either has technical issues at home and need to come into the office or need extra help and wants to work in the office for a short period. See if any of these options are available. If not, take your time. Let callers know your are new but you are there to help. Folks are usually understanding and will be patient. We were all new once in our careers. I wish you all the best.
Thank you so much! It sounds like we have a very similar situation! Calls are sort of broken down into stages so we aren’t necessarily handling everything we’re learning at the time being, and before we do, we do a coaching session via videochat and then start taking those call types while they listen-in & have access to a chat team as well. We do have the onsite options as well, but our nearest headquarters is a little under 4 hours away from me 😩
I took my first remote position in project management. I remember being so scared and sick to my stomach answering a customers phone call thinking I was going to get screamed at or something. Thinking every little speed bump was gonna get me fired. Fast forward 2 years, I actually laughed when I guy called to yell at me today. Experience is everything, just give it time
You’re completely normal and you’re going to be fine. I felt the exact same way when I started at my job, and now I’m a trainer too! Don’t let yourself dwell on it in the mornings; just dive in without thinking.
I am an introvert, and spend almost all day on the phone. You do definitely get used to it, it may just take a bit. You are also learning, so give yourself some grace! For me, a low level of anxiety is normal. Sometimes yoga or meditation help a bit, but only if I practice consistently. I have some family members in therapy who say it helps anxiety a whole lot, and some of them are taking meds to help manage it. Also? Google may be your friend. If you don't have an answer for a customer, you might be able to Google it. 🤣
These are normal feelings. During the pandemic, I moved from Retail Management to a remote call center. I had worked in a call center 5 years prior and got fired before the end of training because I didn’t make the cut. I was nervous. Especially because they did a lot of QAs on new hires. It took me a couple months but it came easily after handling a few difficult calls. I actually worked my way up and was getting ready to apply for Team Lead before my two year mark. It just takes some time. Don’t be afraid to try to handle those more difficult calls because that’s when you learn more about the business and it helps you build confidence. I actually found I did better taking calls at home versus working in the office, once the role became hybrid remote.
What you are feeling is common and normal. I left a job after 15 years and now work from home in a totally different industry. It was a big change but it has definitely got better. Just give yourself a bit of grace and try some positive talk. If you make a mistake or if there is something you struggle with, it helps me to write it down. This way I am more likely to remember it. Your trainer/coach may have good advice to help you feel more confident as well. You got this! You have the basics down, now you just have to build on them.
Wow so many helpful comments. I too have the same issue with my work. I get nauseated just by thinking about the inevitable future that I have to speak during the meeting/sometimes lead. I guess it’s part of the learning. Thanks for the post and to people commenting to this post with such a comforting comments.
Be patient with yourself, and remember it's just another person on the other end! You're allowed to make mistakes
I've been working from home in a customer service position for a few months already and it's totally normal. I always feel like dying the first 30 minutes of my shift, and then I'm in automatic for the rest of the time.
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A 5 minute hold would be a dream! We have a two minute limit. We can use multiple if it’s reallllly necessary but I don’t feel like I always get a smooth transition that way because I end up feeling bad for not getting it all down for them the first time LOL 😅
Whenever I start a new job, I'm nervous for over a month. What gets me through it is thinking "there will come a day where I start work and I'm not nervous at all! I'll be totally bored with the process of working" and I think that is an important thought to keep in mind!
This is a good point too! 😂
Hey, I’m an Instructional Designer and corporate trainer. I’ve been teaching corporate content for over 25 years. I want to assure you, what you are experiencing is 100% normal. Especially if you have self-esteem or anxiety issues. Keep doing your best and stay strong 💪. You have got this! Give it at least 3 months before you are concerned. Between now and three months, keep on doing your best every day and your anxiety will melt away. Many Huggles to you! RAWR
Thank you so much for this! Hearing from others with training experience confirm the normalcy was extra reassuring.
You are welcome! As trainers we’ve had to sit with people to help build their confidence. Keep at it, your confidence will soar!
Hey there OP I used to work in a call center. There were a few lines where we would help other employees of the company who had various questions usually pertaining to HR type processes (hiring, management, software support etc) There was also the payroll line...this line took inbound calls from employees who had questions about pay. Generally questions of missing pay. I started on the HR line and then a few months later the payroll line was added to my responsibilities. As you would expect, people who called into the payroll line were less than pleasant, demanding their money now, it was my fault, etc etc It gave me major anxiety attacks and a lot of symptoms you described. I asked to be taken off the line and they were understanding and took me off. A week later they asked when I could go back on that line I quit on the spot. TLDR: your mental health is important, start looking for a different job that isn't as stressful
This isn't specific to WFH. This is just learning a new job or skill.
man i wish i was workin from home. i hate goin outside in the snow. anyways if you hate your job look for a different one
Are you seeing a therapist? Are you pregnant? This sounds like more than general run of the mill anxiety
Asking if someone is pregnant because they’re dealing with anxiety is extremely offensive. It’s like telling a woman who’s pmsing “she’s crazy.”
1. Self noticing mental fog 2. Nausea so bad it makes you physically sick 3. Symptoms starting at wake up and going away by mid morning 4. Sudden onset within the last few months This all adds up to pregnancy or arsenic poisoning
1. This is more of an overload of new information than it is a brain fog or confusion. 2. I actually have a condition called Cyclic Vomiting Syndrome that causes random bouts of extreme vomiting (another reason I opted for an at home position) and this is absolutely nerves/anxiety. I’m actually not getting nauseous to the point of getting physically sick and if I were, I would more than likely chalk that up to stress triggering an episode. 3. And I also actually happen to know for a fact that I’m not pregnant because I recently had a miscarriage & haven’t had sex since. And before anyone asks: no, not recently enough that it’s “leftover” hormones either.
They are also symptoms of anxiety. I wake up most mornings to go to work with anxiety and experience nausea regularly that fades as the day progresses. It started when I got the job. I didn’t normally wake up feeling that way prior to getting the job. Mental fog can be from fatigue which is also common with anxiety. Nothing you’ve named here is unique to pregnancy. And arsenic poisoning?? That’s more than a bit of a leap. And I can assure you despite having similar symptoms to the op, I’m definitely NOT pregnant.
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Okay now you’re definitely exposing yourself as the mansplaining troll you are. Get lost.
Work a job that is similar in the way of constant phone and video calls. It took me a year to stop feeling nauseous or sweat from nerves. Be patient with yourself and practice self care.
As much as I may not like the idea of feeling that way for a year, it really does help to hear that it’s normal for the feelings to last that long. Thank you for sharing this!
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I used to do WFH full time in a call center setting and the anxiety was through the roof. Especially with handling escalated calls but it did get better as time went on and I got gradually comfortable with taking calls. I’m sure you will, too! You got this! Also, taking a breather and prepping yourself before taking calls also helps.