Criticisms of call centers generally follow a number of common themes, from both callers and call centre staff. From callers, common criticisms include:
- Operators working from a script
- Non-expert operators (call screening)
- Incompetent or untrained operators incapable of processing customers' requests effectively
- Overseas location, with language and accent problems
- Touch tone menu systems and automated queuing systems
- Excessive waiting times to be connected to an operator
- Complaints that departments of companies do not engage in communication with one another
- Deceit over location of call centre (such as allocating overseas workers false English names)
- Requiring the caller to repeat the same information multiple times
Common criticisms from staff include:
- Close scrutiny by management (e.g. frequent random call monitoring)
- Low compensation (pay and bonuses)
- Restrictive working practices (some operators are required to follow a pre-written script)
- High stress: a common problem associated with front-end jobs where employees deal directly with customers
- Repetitive job task
- Poor working conditions (e.g. poor facilities, poor maintenance and cleaning, cramped working conditions, management interference, lack of privacy and noisy)
- Impaired vision and hearing problems
- Rude and abusive customers—especially callers who ask, "Is this the answering service?" (Most operators are not allowed to disclose this.)
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