What to expect after deciding to work for a call center.

Reads: 54  | Likes: 0  | Shelves: 1  | Comments: 1

More Details
Status: Finished  |  Genre: Non-Fiction  |  House: Booksie Classic
Introducing yourself to the call center world...

Submitted: June 28, 2017

A A A | A A A

Submitted: June 28, 2017

A A A

A A A


Is it hard? They say it’s stressful? Do you often fall asleep at work? I often get questions like these on the first few months of working for a call center.

And my response to all those questions? Yes!

It is a difficult profession; from the stress to the frustration. That’s why a lot of agents decide to quit on their very first week of work. I myself had the same thought on my very first day.

I wouldn’t lie to you by saying “It’s hard, but fun!”. Not unless you’re an insomniac night owl, then you might find a reason to have fun in call centers. But it’s not just the graveyard shift that makes it difficult. The work description itself has the definitions of hard written all over it.

So, why is considered as one of the most demanded jobs in the country?

Well, to begin with, you should know that there are about more than 780 call center establishments in the Philippines, catering to both inbound and outbound services and having their own set of clients to work for. An average call center hires about 5-10 agents per account, and normally, a single establishment can have more than 5 accounts. Just imagine how much more the top performing BPO companies can afford to hire?

Remember I said that most people give up on the very first month after joining a call center? Well, I didn’t lie about that, and for the companies to keep up with the demands of their clients, they need to keep on replacing those who leave. It’s a simple game of keeping the bucket full.

Another reason for the great demand for call center agents is that the skills needed are quite practical. The most common account in a BPO company involves businesses in the industry of sales and marketing, and to tell you the truth, you don’t really need a four-year diploma in business to be good at it. Although, it helps. A lot!

There is also the notion that to be hired in a call center, you need to be proficient in the English Language. Now, that is purely opinionated. Quite objective, and if I may add, discriminatory, as well. I’ve worked with individuals whose language skills I can rank a 3 from a scale of 1 to 10, but performs well and sometimes, outsells the Grammar Nazis in the account. To be honest, working in either sales or customer services doesn’t really require a 9 IELTS score. What matters is that you can comprehend what the customers is saying, and that what you are saying is understood by the client, as well. I’ll tell you this, no one in this time really uses the Old English, anymore.

Be careful however, since most accounts handle international clients commonly from England and America, culture difference might affect misunderstandings. If you’re not aware, these countries don’t really understand the words “po” and “opo”, so drop them from your calls. Also, the redundancy tradition isn’t appreciated is a lot of countries. The frequent use of “Sir/Ma’am” in our sentences is quite annoying for them, and again, let’s drop it. You don’t have to be an English major to be a great call center agent, but at least polish on your brevity, or using the right words.

I should probably stop with the discouraging facts, and lean more on the inspiring side of the call center industry.

Aside from being a good paying job (don’t worry, you’re paid well for those stressful moments), it’s usually easy to climb the ranks in call centers. Again, remember the part I said about people not lasting long, well that also includes positions in the upper level. Not because they cannot handle the job, but because they handle it too well, other companies are starting to pirate them. And sometimes, arrogance plays them to try their luck on their competitors. This then leads to the vacancy of positions. Another thing about call centers is that since it is a fast growing industry, the need to open more accounts and expanding them can lead to opening of new positions, as well. Here’s a tip, Team Leaders are usually selected from the agents who have stayed the longest with the company. (Yes, loyalty is rewarded in call centers).

This is no joke, the pay given to those in the higher positions is quite high. Also, the benefits are quite different. They may differ depending on what account you’re handling. Just imagine if you’re in an account of a production company?

There are many reasons to either quit or stay in a cell center, but what matters is that you have a reason. Only through that reason can you find happiness in this profession. 

Is it hard? They say it’s stressful? Do you often fall asleep at work? I often get questions like these during the first few months of working for a call center.

And my response to all those questions? Yes!

It is a difficult profession; from the stress to the frustration. That’s why a lot decides to quit on their very first week of work. I myself had the same thought on my very first day.

I wouldn’t lie to you by saying “It’s hard, but fun!”. Not unless you’re an insomniac night owl, then you might find a reason to have fun in call centers. But it’s not just the graveyard shift that makes it difficult. The work description, itself has the definitions of hard in written all over it.

So, why is considered as one of the most demanded jobs in the country?

Well, to begin with, you should know that there are about more than 780 call center establishments in the Philippines, catering to both inbound and outbound services and having their own set of clients to work for. An average call center hires about 10-15 agents per account, and normally, a single establishment can have more than 5 accounts. Just imagine how much for the top performing BPO companies can afford to hire?

Remember I said that most people give up on the very first month after joining a call center? Well, I didn’t lie about that, and for the companies to keep up with the demands of their clients, they need to keep on replacing those who leave. It’s a simple game of keeping the bucket full.

Another reason for the great demand for call center agents is that the skills needed are quite practical. The most common account in a BPO company involves businesses in the industry of sales and marketing, and to tell you the truth, you don’t really need a four-year diploma in business to be good at it. Although, it helps. A lot!

There is also the notion that to be hired in a call center, you need to be proficient in the English Language. Now, that is purely opinionated. Quite objective, and if I may add, discriminatory, as well. I’ve worked with individuals whose language skills I can rank a 3 from a scale of 1 to 10, but performs well and sometimes, outsells the Grammar Nazis in the account. To be honest, working in either sales or customer services doesn’t really require a 9 IELTS score. What matters is that you can comprehend what the customers is saying, and that what you are saying is understood by the client, as well. I’ll tell you this, no one in this time really uses the Old English, anymore.

Be careful however, since most accounts handle international clients commonly from England and America, culture difference might affect misunderstandings. If you’re not aware, these countries don’t really understand the words “po” and “opo”, so drop them from your calls. Also, the redundancy tradition isn’t appreciated is a lot of countries. The frequent use of “Sir/Ma’am” in our sentences is quite annoying for them, and again, let’s drop it. You don’t have to be an English major to be a great call center agent, but at least polish on your brevity, or using the right words.

I should probably stop with the discouraging facts, and lean more on the inspiring side of the call center industry.

Aside from being a good paying job (don’t worry, you’re paid well for those stressful moments), it’s usually easy to climb the ranks in call centers. Again, remember the part I said about people not lasting long, well that also includes positions in the upper level. Not because they cannot handle the job, but because they handle it too well, other companies are starting to pirate them. And sometimes, arrogance plays them to try their luck on their competitors. This then leads to the vacancy of positions. Another thing about call centers is that since it is a fast growing industry, the need to open more accounts and expanding them can lead to opening of new positions, as well. Here’s a tip, Team Leaders are usually selected from the agents who have stayed the longest with the company. (Yes, loyalty is rewarded in call centers).

This is no joke, the pay given to those in the higher positions is quite high. Also, the benefits are quite different. They may differ depending on what account you’re handling. Just imagine if you’re in an account of a production company?

There are many reasons to either quit or stay in a cell center, but what matters is that you have a reason. Only through that reason can you find happiness in this profession. 


© Copyright 2017 Louveteau. All rights reserved.

Add Your Comments:

Comments