Anne and I both got the same job through AppleOne, at a call center for a company called Promissor (rawr! Promisaur!). They administer and schedule exams, mainly for state licenses in real estate, insurance, barbershops, and mortgages. The call center schedules most of the exams over the telephone, and some others are scheduled by the test-takers online. When our training is over, we will answer phones all day and either answer questions or schedule exams. We have now had five training days. Each one has brought something special. Here are the highlights:
Monday: We meet our training supervisor, whose name is Dorissa, as well as the seven other people in our class. We discover that whites are in a small minority at this office. Systematic problems with the company's system result in a woman named Grace lecturing us for nearly an hour about the finer points of computer programs we haven't seen yet and know nothing about. Then we each observe one representative for a few hours. The rain, flooding, mud and accidents cause Routes 95 and 50 crawl along. The drive home takes two hours.
Tuesday: At lunch, I speak to Juan from the Spanish line. He's a totally nice guy, and confirms that there are no paper towels, napkins, plates or utensils in either of the two kitchens. We observe another representative for a few hours. My representative gets a call from a Vietnamese woman in Minnesota. He asks her for her town of birth in order to fill out a field he doesn't know is not required, and when she says Vietnam, he writes it in. I inform him that Vietnam is a country, and he scrambles to get the correct information.
Wednesday: We sit with a third representative for about half an hour until everyone realized that its their phones that are staticky and cutting in and out, and not the callers. All representatives are told to ask everyone to call back in two hours. We sit in the classroom for the rest of the day talking with Dorissa about an information packet. Anne and I look at the posted schedule and see that we share only one shift. Dorissa tells us that the schedule is not final, and we request that we be placed on the same shift.
Thursday: We're told that the schedule is real. Bruce, the office manager and one of the few white people, comes into the training room to discuss the schedules, fifteen minutes before our shifts are supposed to begin. When people show up on time, he says, "For those of you coming in late I was just talking about how to change your schedule if you're dissatisfied. If you can find someone to switch with you, then we'll look at the change and decide if we want to approve it. You can write on this form what kind of schedule you want." We finally begin training on a computer, and discover that the programs are exceedingly simple. I switch with one of the other trainees, who has Anne's schedule (shifts beginning at eight in the morning).
Friday: We both find people who have 2 p.m.-11 p.m. shifts and want morning shifts. Our schedule request is approved, just before we leave for the long weekend.
I'll describe more about the office later.