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!

Better English in Call Centers: The Gospel According to BO - a Solution!

picture source: http://virtualassistantsphilippines.com/

Let us start the year with something that is common yet so vital. Something that affects our life in the BPO world or the call center. I am talking about the mastery of the English Language. We know very well that someone who is well versed, has doors opened up for him or her. The language is the bridge for the customer and that person who is using the head set. The mantra that makes everything fall into the right pieces - the English Language. 

Being able to speak the language is like having common sense. It is a required skill for someone aspiring to join the illustrous world of call center agents. For an employer it is a necessity that must be imposed for all employee under the company. Fluent speakers are of hign demand especially those who can understand and speak the American accent. This factor is so vital that BPO companies would spend millions to train agents. Train them to reach a certain level wherein customer can tolerate the Filipino influence on acccent and language mannerism. However, this would still pose as a problem. At the end of the day amidst the month long language and culture training, the result is futile or it is not what was expected.

I once heard our Directress of Operations said, "Filipinos are flexible. You train them and they will learn or adapt to it." Yes we can and we have this character. We can easily change. But with the influence of the Filipino mass media changing and adapting to what is needed for your job is something that poses as a challenge. Imagine, as the trainer you are with them for an eight hour session. Then, they go home, sit down and watch the television with either Tagalog or Bisaya as the main course. At home they or we communicate with our loved ones in our own language. So the training, is deemed futile from the start or right after you just finished one. So change or being able to adapt is at minimal level. The environment itself crushes your training module.

So, solutions?

Have you heard of the gospel according to "Bo"? I am not referring to "Bo Sanchez" the famous preacher. I'm talking about BO, the Language and Communication Manager (I hope I got it right) of Convergys Cebu. I have been to many call centers, including the one that I am in right now.No one so far offered a concrete solution that is tangible and simple. He capsulized it with "the gospel according to BO".

I have to admit. If you see the man, for the first time you would feel his "aura" of authority. Well, he needs not to be introduced as the Manager. And if he is reading this write up, I would apologize because I don't know his real name. I know him as Bo. Later I realized that the reason why there is a sense of greatness around him because of his confidence. Confidence because he practices an inner discipline that enables him to be good in what he proclaims. And here is the gospel...

The gospel according to Bo, Chapter 1 Verse 1: "Be Selfish" Think of yourself! This might be so different with the Catholic Bible or gospel. From what I understand he meant for us not to think of others when you speak English. It is given that when you are on the production floor and would follow the EOP (English Only Policy) rule people around you, would glare. Thus, the person who wants to practice the language would either be concious or would wither away. The ridicule and criticism of the people around would discourage anyone. Thus, learning and practice is stifled. If you are a call center agent you would understand what I'm saying or what Bo wants to say. No matter how the center implements the EOP rule, people on the floor would still speak in their dialect. Bo continues with, "no matter how they try to let you speak in your dialect, respond in English. The best way to learn the language is the practice it! Next, thing is to avoid watching local movies or TV program. It makes your listening suffer. They key is not only to talk but to get used to listening to them (Americans)". So indeed, practice makes Perfect!

The thing that I love about the gospel's principle is that it is simple. Simply, DO NOT consider what other's might say. The most important thing is that the individual should practice regardless of the circumstance. We know very well that to be better in English is to always practice. I have followed Bo's Gospel and can proudly say that I am good at this language. Good enough, that doors opened up for me.

I was an agent of Convergys - Sprint Wave 236!