Getting to know the call center industry

Many of us always hear the words call center but only those who belong to this industry truly understand what it really is.
People from outside tend to stereotype or generalize the people working in this Industry. They are accused of being promiscous, no desire to really find a good job and lasting career, alcholics, drug addicts and what not.

One of the big bosses in a well known BPO company called that as "case to case basis". He said,"reputation is what others think of you, character is what you are made of, but he did not deny that these things really happen, probably because, "majority of the workers are young and still immature, add that to the high salary they are getting so they spend like there is no tomorrow"
But he didn't agree with the drug addicts since most companies do an annual physical exam that includes drug testing.

But what is a call center, really. The BPO or call center is the business of bringing the customer service of a brand or company to third world country like the Philippines. They pay a lot cheaper compared if they operate at home. Since we Filipinos adapt easily, we became favorites for big companies worldwide.
To become agents, trainees are taught in a classroom like environment by their company. The company are the ones bidding for the clients, the clients will give them the product and the money then the company will hire agents, team leaders, business and operation managers. They will also hire trainers to teach the agents. Agents are the ones taking in calls. Clients are also called accounts.
Since most accounts are located overseas, agents are expected not only to be knowlegeable in english and computer but to be able to adapt to the time difference as well. That's why call center people eat lunch at midnight and say goodnight in the morning.
There are also centers that cater to local services like maynilad, meralco, globe , smart but the offer is a lot lower that their international counterpart. But they have normal working hours unlike those in the International accounts.

 Despite the high salary that is offered to call center agents, salary ranges from P15-35k a month plus incentives, depending on the company and the account, many can't stand the pressure that comes with job. It is a known fact that Americans love to test an agent's patience. Some can't adjust to the time difference. Most of the high paying companies are located in BGC, so people have second thoughts applying there due to traffic. Some become unhappy being stuck in agent position that they lose their drive. That's when they resign then apply again, making them hoppers.
Since attrition is high, it's hard for agents to apply for a loan. Salary wise, it is like working overseas sans the tax.

With all that being said , a lot more still try their luck and stay. Not all college graduates can guarantee that they will get hired. Interviewers don't only judge communication skills, they also observe the behavior of the applicants. But once you become part of the industry, you will also get benefits you never thought you'll get. In case of sickness, they are entitled to a premium of P150-300k per sickness. Beneficiaries can be given the same package, depending on your length of stay.

The best thing in the industry is that there is no discrimination. Old, young, professionals, undergraduates, people with disability, gay, black and white all work together without fear of being judged.


 Most of the people working in the industry started as agents. While a few have managed to climb the ladder of success, majority got stuck in agent level. That's why people are saying that the career growth is really so slow.

While it is not the best job, there is no doubt that the BPO industry opened lots of opportunities for us especially these times of unemployment. Apart from that, OFWs can now have the option to go home and work in the Philippines and would be able to watch them grow.
And yes, very few manage to climb the ladder of success but like what one of those who did, said " If one's goal is to earn money for the daily, then definitely, he will find no career opportunity. It's a keeper, i have some friends as living proof. "
Some are born to talk and some prefer to work alone, these will determine if u belong or you don't. Just like any job, as long as you are happy, then stay but if you don't find fulfillment, then find the one your heart desires.