I was very excited to read the new release and debut from Lisa Lim, Confessions of a Call Center Gal. Having worked on a community phone line for a corporation with a large customer base for the past 5 year, I could relate to the setting of the novel and the job of the main character.
The working conditions at the
Lightning Speed Call Center in are trying, to say the least. First, Maddy and Idaho must undergo a month long training program in order to become qualified to assist customers calling in about everything from billing questions to Internet connection problems. At the training, they meet Mika, a gorgeous Russian about their same age, who becomes Maddy’s major crush. Unfortunately, Mika is already tied to the gorgeous Bulgarian, Ingeborg, who is just too nice to hate and they, too, quickly become friends. After the four friends complete training, they have a little graduation ceremony and are ready to begin work. Kars
Work at the
is definitely not your typical office job. The callers seem to be a breed all their own. One such character calls in to seek assistance with his Internet service and instead of directly asking for help, he spells everything out – literally. Other callers are so irate by the time they get through to Maddy that they are not even willing to go through the mandated verification process and a manager must get involved. Other callers are more chipper, more upbeat and in general, nice to deal with, but they are almost completely computer illiterate, making for a challenging exchange. All in all, Maddy must learn to deal with a difficult boss, frustrated customers and of course, the normal day-to-day, life stuff, relationship issues, and family drama. Lightning Speed Call Center
Confessions of a Call Center Gal was a fun chick lit book that I would categorize as part of a subgenre of “working girl” books, as it mainly focused on Maddy’s job and the rest of the story, characters, relationships and events revolved around it. Aside from her job, however, prevalent themes include friendship, love and growing up. I would definitely recommend it to anyone who has worked in any customer service field before. I think you’ll really get a kick out of some of the incidents and humor. Also, I’d recommend it to anyone not in the customer service industry because I think they will get a taste for how it is on the other side of the phone.