Ten Decembers in the Call Center Industry

source: https://www.pinterest.com/sharon55408/philippine-history-culture/

No carols, no going around to see the joy that Christmas brings to the Metro. Ten Decembers ago, I was desperate. I needed a high paying job. I heard of the Call Centers. Confidence brought me to the doors of ELJ building in Quezon City. I had to ask my uncle the directions because I did not know anything in Manila or Quezon City to be exact. I was desperate. I was scared of a Christmas with nothing. I endured the recruitment process that went on for a day. In the middle of it all I was asked to comeback for a final interview. Urrrrgh! Tired but still desperate for a high job I was still hopeful. What attracted me the most was the "sign on" bonus of ten thousand pesos only to realize later that I will get it on my first month and not when I literally sign the contract. I passed and was scheduled for training. I was wave 29 of Amazon.com. I was a call center agent. 

Ten Decembers

I sit in a comfortable chair surrounded by a team of sales people on a crunch time to hit their individual quotas. It's a new job. I spent five years with my previous company. That's half of my entire career! But that's a different story! I sit and watch the darkness outside the window. Ten Decembers later, I asked what changed in my life. I am still in this cut throat industry with the desire of being on top consuming me. Maybe the intensity is there. I have people now ready and waiting for the direction that we will take, who to hunt and what to do next. That's a significant change. That's a significant upgrade. 

Ten Decembers

I was in a chair asking people how I can help them. Thinking of the next resolution. Lull moments make me think of the past years when I was at home but no longer can. When my mom would cook a lot of food: sweet, juicy, nice and delicious. No more! I am stuck with a headset on my head taking calls and finding a resolution streamed with unending supply of irritated customers.

"How can I help you?"

"Can you tell me more?"

"Please verify your email address."

"What is your order number?"

"Do you want my supervisor?"

"The previous agent was rude?"

"I am sorry about your experience!"

"Let me help you."

Chanted it like a mantra of a dying person hoping that it would save him. If I could get out then I would. I can't though. Christmas offers a lot of guilt to management prompting them to give you stuff to make you comfortable. Good food in the pantry, free stuff on the floor, the bonus and of course the premium pay. 

Ten Decembers

Teaches you a lot of stuff. Teaches you that the only way for your family to be happy you have to sacrifice. If you want them to have a sense of heaven then you have to be ready to take shit. Accept this if you want to succeed. It is not an easy job. I know because I spent...

Ten Decembers

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!

CALL CENTER HIRING NOW!!!

CALLING ALL CENTER AGENTS 

AND 

FRESH GRADS!