Cross-posted with some edits from r/callcenters and on an alt account for privacy.
I'm currently working in a call center outsourced to collect payments for one of the big cable/internet providers. I started working here over a year ago because they promised me a wfh schedule once I got out of training, and 15/hr plus commission. I started, did well, and it went okay.
Cut to a few months later when a spot in “management” opens up. I send them my resume thinking I've got a shot, and they end up promoting me to their nighttime lead. What they don't tell you before promotion is that this is the worst position they offer.
As an agent on the phones, if you manage to make maximum commission (which is entirely possible given the calls aren't terrible and you're good at your job, just most agents dont achieve it) you make 22.50/hr. All that for just being on the phones and collecting payments. Very consistent, doesn't change.
As a lead you're managing a team of 15 agents, being micromanaged by higher levels, dealing with near constant policy changes, coaching agents, handing out metrics and tactics every day, call monitors, the like. How much do they get paid you ask? They get 16 base, so a dollar higher than the agent. Commission? If every single one of your agents does PERFECT(which will NEVER happen) you get another 2.50/hr commission. Yep. You read that right. A max of 18.50/hr. AND we're required to be in the office 2 days a week instead of fully from home.
So what did I do? I went back to the phones. I've been making more than $6/hr in commission consistently with such a simpler job. No deadlines, no dumb agents, no micromanaging superiors. Just phone calls and peace. More money in my account, less miles on my car, less hell in my life. And when I tried to confront management about the absurd pay gap, they told me “it really isn't that much of a difference.” It is. It's a big fat difference. Rent is WAY easier to make this way.
I caught them off guard by meeting with them at the end of the week, so they had to scramble to promote someone else. It was glorious.
When in doubt, get OUT yall. We are better than this. We will get out someday.