Been doing better at my job now perm been there for 4 months getting new insurance etc. I also took a test to help other agents I didn't pass have to wait 30 days to take it again there is no study materials plus it is the kind of test to just wing it. Now, my boss went over what went wrong he really wants me out there floor walking I need a break from those phones before I snap at a customers.

I am also looking at apartments so I can move in January as my office will be moving an hour away from where I am currently at. Yesterday, it was a bit stressful. I am level 1 tech support the position is stressful when it comes to boundaries with customers nothing but constant children I deal with on the phone - rather be walking the floors helping agents or doing something else within the company.

My boundaries are still weak not only in personal boundaries but also boundaries for work. When explaining things to customers, seems like I just going circles not a strong point but have been working on it daily. An issue at work I am having is when the call center gets loud customers can't hear me so they hang up on me. I don't have an outdoor voice not sure if I can train my voice to be louder (gets louder when I get very angry) I feel like I have to yell into my headset. Any advice on speaking louder?

I seem stuck at not knowing what to say to customers when they get super upset try to be apologetic but then too much silence with an angry customer again not sure what else to say. I need to make my boundaries stronger in general, feels like I am at a lost. I keep losing confidence sounding confident on the phone basically we are lying to customers on different things guess that's why I can't sound like I am confident. Anyway, I am just having confidence issues in general.

I don't know venting but any advice would be helpful.