Living the “life” of a Call Center Agent

by: Silver Cepeda

Call center agent, a person works at night and speaks very good English. This was the definition given by a jeepney driver. It was a very simple definition that seemingly covers everything about call center agent. However, it is not. 

What is a call center agent? How do we live this lifestyle? It is really simple and easy? Is it fun? What are the main challenges as a call center agent? If you are bothered by these questions, I would say that you are on the stage of joining this industry or a newbie who wants to stay longer and wants to know the secret. If you want to live the life, there is indeed a code that we must observe.

First, there is no such thing as an easy job. Before you decide to sign any contract we or you should know that the company is paying you to do something that other’s cannot. Accept this, and I can say that you are ready. You have overcome the first obstacle by realizing that this industry does not take slackers kindly. There are things called metrics here. This is the reason why I love this industry. Everything that you do on the phone is measured. You are always weighed. Your efficiency is presented on an excel files with colorful lines and bars. In this line of work, you have to improve, perform and adjust as soon as possible or else that air conditioned production floor is not meant for you. It is unlike government agencies where the “suck-up” or the one with “connections” moves up the ladder. Here, if you are a performer then doors open for you. If not, then your life ends with a well rehearsed speech by you supervisor that simply means you are fired.

People who are able to adjust and perform get to stay. Now, when we say “stay” in the call center world it means existing with a posh lifestyle.  You are paid above the normal rate. I would say maybe bigger than that of your elementary teacher. However, one needs to be reminded that when you spend so much you have to earn much also. My mother used to say, do not spend on something that you cannot afford – save for it! There are many people that did not prosper because they can’t “manage” their finances. Saving money – no matter how illustrious it is must be followed. It is fun to have a lot of money. But it’s more fun when we save for something later.

Smoking and drinking are vices that seemed to stick with the name of a call center agent. The relationship has become so close that one would think it is synonymous. It is not! It has never been. Many agents would say that it relieves stress. So we drink and smoke. However, there are people who decided not to. It might sound impossible. But it is. Fortunately, these people who are not into these are the ones who do not get sick easily. They can report at whatever time because they are healthy. They don’t have absences because they are healthy. There are merits and demerits when it comes to smoking. But as a piece of advice, think of the future and imagine what you are if you continue this habit. So think!

Living the life of a call center is not easy. It is a path that needs total focus and dedication from the person. That is the secret! Because if one is not focused then he/she cannot overcome any obstacle and would always find a reason to leave the company that he is in.