NOT A HEAVENLY JOB: CALL CENTER AGENT

picture source: http://lifetimehealthtips.blogspot.com/2010/06/lifetime-health-problems-of-call-center.html

CALL CENTER JOB? You think it's the best? 

The revenue of the BPO industry in the Philippines is big. Most renowned is it's call center wing wherein it employs a lot of people. As a country who uses English naturally there is a lot of talent out there. Talents, that are eager to join. 

Philippines is a poor country. A third world country to be more descriptive. Inflation is jumping like a wild horse. The unemployment rate is horrible. A county whose record in the papers of economy is growing but in reality a suffering one. There is a perfect mix that is evident. Us being able to speak English and flexible if not exposed to the Western side of trend is concoction with a superb effect. Not only that, let us not forget that because of the current salary that regular people "enjoy" the average young "Juan" has two choices when he or she graduates. Number one, sell everything that your parents has. This is to pay for a placement fee to hopefully work abroad. I am emphasizing "HOPEFULLY". Number two, to those who has the "talent of the tongue". To those who can speak English, there is a clear path ahead - become a call center agent. Being a son of an OFW I selected the second path. I don't want to produce another one of me who spent my days (up to current) seeking for a father. 

Let me get this straight! This write up is not to discourage anyone who wants to join the industry. I write to let those who aspire think - clearly!

Here are my reasons:

1. SALARY:  Let me explain it in the best way that I can. If you work for a multi-million dollar call center you will get a lot. But if you work for a Small to Medium Enterprise it's a different case. A big company is like an expensive couch. It has a lot of cushion in it. For the other one though, it has enough to survive and make you comfortable. Here's the irony that you need to accept. Aiming for the big boys would be like passing through the eye of the needle. They have tough filters. So if you're new and is not too confident you might as well think of other options. Both of these companies though measures your salary depending on your skill on how well you glide your vowels during the interview. 

2. LANGUAGE SKILL: Not all call center academy gives you a key to the production floor. There is a possibility that some of these institutions are just driven by money, deals that they cut with some call centers with voiced accounts mostly. It's all about sending recruits that were "trained". It's all about the volume of people that they pass-along the pipeline. Motivations that lowers the quality of the people seeking their enlightenment that would help them get the piece of the action. So before you pay for training, think! Free training, is another lucrative way of positively scripting the real intention of the business. It's not free because in reality a partner center pays them and you must go there to apply. If you don't make it there, there are two possibilities. One, you're not ready because. Number two the training module is outdated and ineffective. Which is true to some extent. And there's another one which is, this path is not meant for you. My point? Nothing beats practice, practice and watching a lot of Hollywood movies. I swear it works. Oh, some call centers offer free training wherein you'll get a job once you passed. I think that's better. 

3. EXPERIENCE: Hopping from one call center to another is not the right way of gaining experience. Each company that you go to is not a scout badge that you can show around. The more centers that you've been to and have not stayed for at least a year is an anchor that would bring your dreams or career down. It's a way of making it worse for you. Trust me, I've been there and done that. It's a given, you will make that mistake to choose the wrong center. Now unless they are beating their employees suck it up and do your job. Again, trust me I know what I'm talking about. Learn as much as you can in as much as you can from where you are right now. Experience has a different view these days. It is. Number one, how much you learned. Number two, the training that you absorbed. Number three, how well you execute what you learned. Number four, how loyal you are. Number five, how you dealt with the adversities that you encountered. So quitting is not really gonna cut it for you! Let me say this again: "believe me, I know!" 

4. LEAVING: When to leave? I cannot tell you the exact time. Here's how I would prepare myself. One, think of it a lot times. If it is an incident that caused you to make the decision. Just breath out and breath in! Think - a lot of times. If you think you are not happy. Do something that would make you, during your rest days. Give it until the end of the year (so that you can get your thirteen month pay and possibly tax refund). OK? Make sure you smile a lot. And if you are manager or a team lead right now... I will make another article for you!

5. NBI Clearance: If you are not ready to spend long hours in a line that moves slower than a turtle don't change jobs! However, they said it's faster these days considering the online option. But honestly, I still haven't tried it. 

This job is for people who can suck it up when a Customer is shouting at you. Individuals who can still smile even if 90% of your sales calls is NOT INTERESTED. When you can still be motivated at every time you see your name at the bottom of 900+ agents. This job is not heavenly it's a lifestyle for a special breed!

That's it for now folks!

eBusiness BPO Inc: CONQUERING BOHOL in ONE DAY

by: Silver Cepeda

 

This was somewhere in March. Our client came to check our center. After the formalities of business were met she told us that she wanted to visit Bohol. It was a request that was very pleasing. Time to chill and check out a new place that might reinvigorate our stressed spirits.

Graciously sponsored by Ebusiness we were able to go with the client for a day tour of the ever famous and world renowned Bohol. This place is located in Central Visayas, just in the southeast part of Cebu. From Cebu we had a two hour trip that meant waking up early for all of us since we have to board the first trip out. Since it was summer time, the trip went smooth as silk with a few bumps.

Bohol at last! Our van was right there waiting for us when we arrived. Thanks to  the organizational skill of our dearest HR Mylene Balmores. We visited a lot of place and I cannot remember the exact names of it so I would have to apologize as early as now. Let me do the best that I can to remember. Who would forget Chocolate hills? This is the spot that made or still makes Bohol a place for tourist to go to. If not for the concept of the Almighty being I would think that the hills must have been formed by aliens (conspiracy theorist mood). It embodies the definition of beauty. I liked it because the Local Government really made an effort to make sure that the area is clean in spite of gazillion tourist that visits the place. I would say this is my first to really see a place in my on country that is under the Local Government control and is well maintained. Let me see... Loboc River! This is another spot wherein I would have to applaud the leaders of Bohol. The river is as green as the trees surrounding it. What a beauty! There was a strict reminder on the boat that we were in, 100,000.00PHP penalty if caught littering. That's how you should implement rules! The collaborative effort of the people and the Local Government made this river a site that is A-mazing! We visited a beach during the trip which I forgot the name. Trust me it's not Panglao because this place is still not yet developed. How can I say that? It's still free to get in! Maybe let's ask Evan Abellanosa the name of that beach (please comment below).

The animals of Bohol. Our van stopped at a mini zoo and the place where we can find the tarsier. We saw some wild animals such as phytons, ostrich and some really endemic and rare creatures of Philippines. I  like watching them. I like the fact that you don't have to climb mountains and cross rivers to be able to see them. I'm not a member of PAWS Philippines but I think watching too much National Geographic Channel and Discovery taught me that these creatures should be left in the wild. I'm sorry but I don't understand the logic of keeping them in that mini-zoo. I don't understand as to why it would be called preservation when they should be kept in a very wide reservation - away from the pollution of civilization. I hope I did not spoil your reading appetite.

Finally, we reached the end of our tour right from where we started! Bohol, I fell in love with your beauty. I'm one of your fan! I salute your local government for keeping your place - a must see destination! Thank you eBusiness BPO Inc.

Since 2007...

by: Silver

When I graduated from College being a call center agent was never the path that I imagined. I was still in the seminary when me and a classmate was able to get our hands on a classified ad from a Sunday newspaper. We saw the jobs that were available for us. Unfortunately for us no one was looking for a Philosophy graduate. I got scared considering that our graduation was a couple of months away from that time. It seemed that the only option after the College Seminary was Theology and later become a priest. It seemed but somehow I was able to manage to go out of this path.

I was able to land a job. My first was with a British owned company dealing with insurance liabilities of ship owners to its Filipino seafarers. The job was exciting. However, considering the salary and the average age of the veteran employees I got discouraged. I could not imagine myself stuck at the four walls of Pandiman and listen to seamen from all over the Philippines deal with their illnesses, injuries and sometimes death. It seemed all too boring for me with a low pay. I was ready to steam out of that company on my sixth month. I did and I am glad.


I dreamed big. I entered the call center industry. I was a customer service representative for Amazon.com. It was December. So the whole production floor was hyped up with an enormous volume of call that. Our fourteen days of training was cut to seven. We we're suppose to discuss how to resolve fradulent account on the eight day. And guess what, my first call was a customer who's account was tagged as fraud. So imagine me freaking out because I can't open the customer's account. Basically, I didn't know what to do or worst how to resolve her concern. But there's always that Sup call. I learned to love. Transfer the call and then everything is fine (for me at least).

2007 to 2013, the journey was long but looking at it I would gasp for air. In this span of time I lost two women. One, my mother the other my grandmother's sister who has always been very generous to me. I've been to six jobs. I met a lot of people and learned lessons in a very hard manner and sometimes painful.


I am now an Operations Manager of a call center. Finally, I was able to stay in a job. It was a step up that I dreamed of. I love leading a group of people, it's  challenging. A challenge that I did not back out. I'm here now. I will always be thankful to the owners of this company who trusted me and took care of me. This center has become my home (don't ask me why). On this six year period I lost two women and found one. Though she's far I can feel her presence with me. All the more reason for me to be thankful.


So what's the deal? Why am I writing? It has been six years of suffering and few mishaps. This year it's different. I definitely know that there will be problems but it's good to know that you have a fan out there who will always say "you can do it" and "I'm proud of you!"

What a year!