A Call Center Agent's Job is Not Easy

"You're a licensed professional teacher but why do you only work as a call center agent? You're just wasting your license."

An acquaintance once asked me in tone that seems like she's belittling the job of a call center agent. She seems to be the one who regrets more that I do not use my license because I ONLY work in a call center. Why, is it wrong to be a call center agent? Not because you are a professional, you should be ashamed of being a call center agent.
It's not something to be ashamed about. Many people do not understand the scope of work of those in the BPO (Business Process Outsourcing) industry. If you are a call center agent, instead of being embarrassed, you should be proud of it.

First, let us know the difference between BPO and call center. Most people are familiar with the words 'call center' but they're not too familiar with BPO.

Call center is focused on phone calls to answer and resolve customer's queries. Representatives or agents usually takes outbound or outgoing calls.

BPO means Business Process Outsourcing. BPO has all the call center jobs such as inbound and outbound calls and it also includes other outsourced back office tasks such as chat supports.

Some truths about BPO or Call Center Job:

• First, when you decide to work in a BPO company, you are expected to have an excellent command of the English language because most of the time, you'll be speaking with English speakers. Not all people can do this, I've seen a lot of college graduates, some even graduated with flying colors but can't land a job in call center because they have a limited or worse, terrible command of the language.

• You should be flexible. In the Philippines, most Call center and BPO companies operates 24 hours. So agents usually works in shifting schedules. You should be flexible about whatever schedule will be given to you. There's no room for being choosy. Your body clock should be flexible since you schedule might change any time.

• You shouldn't be overly sensitive. If you are sensitive and can be easily hurt with bad words, then you should think twice about working as a customer service representative. Several months after I graduated from college, I landed a job in a well known BPO company in my region, so it's basically my first ever call center experience. I don't have any idea how much trouble I would experience and how many curses and bad words I would hear. There are few times that I even cried on the phone while talking to an angry customer because I'm not used to hearing curses. Several times that I even wanted to just quit and leave the job but I didn't.

• You should have the patience of a Saint. Since it is a customer service job, most of the time you'll deal with irate customers. If you matched their irritation, you are most likely unable to solve any of their concern. There are also old people who may ask for help at times and since most baby boomers are not tech-savvy and are short-tempered, you'll need to have tons of patience in dealing with them.

• You should be good in multitasking. Being a multi tasker is one of the most important quality that a customer service representative should possess. While listening to the rants of the customers, you should be able to analyze what their problem really is and formulate possible solutions to their problems. And while doing this, you will have to work on the tools that you will use to assist customers.

• You should be able to work under pressure. In BPOs there's this thing called queuing which means that you won't even have time to chitchat with your co-workers because of the large volume of calls that you'll be getting. And managers will even require their agents at times to work for about 12-13 hours a day and that would be too exhausting, but if you are focused on your goal, this would be as easy as pie.

These are only few of the challenges that a call center agent faces and the reasons why their job is not as easy as other people think it is. Once you are a call center agent, you will learn tremendous skills. You can be anything that you didn't even study back in school. When I worked as a call center agent, I became a sales person, talked to banks, became a psychologist, learned about flowers and flower arrangements and learned the basics in businesses. My communication and interpersonal skills was improved as well. And I was rewarded with a good salary as well. Call centers and BPO companies pays a handsome amount plus the incentives if you always do a great job.

True enough, there's no easy job nowadays. So we should never belittle any job out there because every job plays an important role in the society, no matter how lowly it may seem to others.

The Work Paradox

Work.

All people need to work to get by with everyday living. For most people, the majority of their time every day is being devoted to work. Their goal is ti do a good job in their works to achieve satisfaction and be able to provide for their needs.

There are people who work to live. While others live to work. People seem to measure someone's value depending on his or her work.

No matter how important our work is, we should try to have a balanced view when it comes to work and working hard. Some people are too dedicated in their work and in working hard that they even tend to forget about enjoying and sometimes, they even neglect their health and their family. A bible passage says: “Every man should eat and indeed drink and see good for all his hard work. It is the gift of God.” This only shoes the value of hard work and it also shoes that we should also enjoy the fruits of our hard work.

Some people enjoy their work a lot but others don't. Thinking about the long hours of labors that they will do, makes others dread their work. Others only work for the sake of getting money, thinking that if they don't have a work, they won't be able to buy their basic needs and pay their bills. How can such people change their mindset and get the motivation needed for them to find satisfaction and contentment in their works or job?

Consider the following points on how to find enjoyment in our works:

✓ Cultivate a positive attitude. We may not be able to change our circumstance, but we can still change our attitudes. We should try to meditate on the positive aspects of our job. Think about why we need the job and recognize that it is our way to make ends meet. If you know the value of your job, you'll find fulfillment and satisfaction in doing it.

✓ Be honest and diligent. In today's world, where a lot of people are dishonest, it is important for us to be diligent and show honestly. Working hard and doing our best for our job will bring blessings. Our superiors might notice our hard works and reward us for it. And not only that, we will also gain a good reputation if we always to our job well and always shows honesty. And whether our superiors or employer takes notice of or hard works or not, we can have the satisfaction that comes from having an honest and clear conscience.

Let us all enjoy the work we have and always remember that every work in this world has its own important role. Don't belittle anyone's job and find enjoyment in your own work. 💕

Lead Image credits to freepik.com