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A Call Center Agent's Job is Not Easy

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Written by   536
4 months ago

"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

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Written by   536
4 months ago
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Comments

That's absolutely right. Call center job is not easy.

$ 0.00
3 months ago

you are quite right . they have to work hard and talk very positively.

$ 0.00
3 months ago

My boyfriend works in the bpo industry and honestly after wvery shift when we have our usual call pr chat, you can see how stressed he can get, specially when he's made to handle business orders because there's so many types of those and what's worse is when his team mates pass on their mistakes to him so yeah, definitely a challenge. Atill can't understand moat of the stuff he does because it's coding and i don't know that at all

$ 0.00
4 months ago

Definitely not an easy job. They are the first line of contact with clients and usually the first to get scolded when the fault is not theirs. They have to think at their feet but must follow SOPs and the number of KPIs measured is insane. Hats off to all working at a call center.

$ 0.00
4 months ago

It's never been an easy job. Every kind of jobs needs a respect. Every person has their own story so we should not easily give our judgement to them.

$ 0.00
4 months ago

That's absolutely right.

$ 0.00
4 months ago

yeah thank you😊

$ 0.00
4 months ago

Ang lulupet nga nga mga call center agents ee, ang galing nila kasi magaling silang mag english mas tinitingala ko pa nga yang mga call center kesa sa iba. Pano, guasto ko din mag call center agaent noon, college ako non pagraduate pa laang, ang maganda daw na work para sa IT ay ganyan if sawa na sa mga code code baga saka mataas daw sweldo yan talaga habol ko sa ganyan, kaso nga di naman ako biniyayaan ng kagalingan sa pag eenglish, saka ayaw din ako payagan nina mader kasi nga ganyan shifting baka mapunta ako sa panggabi ay ayaw nila na nagpupuyat ako masama daw kesyo ganito ganyan 🤦. Saka dapat ata jan ay malumanay magsalita ako kasi laging pagalit tapos madali mag init ang ulo ko sa mga masasama ang ugali na tao, di talaga pala sa akin bagay yaan, 😂. Wag nila kamong minamaliit ang pagiging call center agent, tapos sabihin mo sa salitang english para maintindihan nya ng igi. 🙄

$ 0.02
4 months ago

Mostly talaga ng nasa call center mga IT and IS graduates.

Actually kapag baguhan ka pa lang, di naman required na super galing mo mag english. May mga companies nga na tumatanggap ng high school graduate lang. Nung nag start ako, di rin naman ako ganun kagaling, ma eenhance na lang yan kapag nandun ka na. And isa pa, kapag hindi ka super galing sa english pwede naman na maging chat support ka na lang. Katulad sa dati kong company, may lazada account dun, so yung mga di magaling mag english sa lazada nila nilalagay since chat chat lang tapos Filipinos din ang customers so madali lang.

$ 0.00
4 months ago

Hala gusto ko yung mchat chat lang, mas maganda yun, kaso need ng mabilis magtyoe ganorn?

$ 0.00
4 months ago

Hindi naman siguro since usually may mga ready naman na spiels na ika-copy and paste mo na lang.

$ 0.00
4 months ago

May ganyan pala sana nitry ko yan noon 🤧

$ 0.00
4 months ago

Hindi para sating parang galit lagi ang boses ang pagiging call center agent haha.

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User's avatar Yen
4 months ago

Haha Yung boses ko di naman parang galit lagi. Pero ako galit lagi, lalo na kapag galit na galit ang customer tapos wagas makapang sisi sa mga kasalanang di naman ako ang gumawa. Tawag nga sa akin dati ng Quality analyst namin Irate Agent kasi pag nasosobrahan na ang customer, pinapagalitan ko din para kumalma 😅😂

$ 0.00
4 months ago

Talaga ba? hahaha. Ang kulit 😄 Kainggit mga may boses na sweet

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User's avatar Yen
4 months ago

Tama tama 😂😂, baka unang araw palang matanggal na agad ako sa trabaho 😂

$ 0.00
4 months ago

To think na npakahirap din ng trabaho ng mga call center agents but why nga minamaliit ng iba..? bagsakan ng mga d maemploy employ ika nila.. ay naku naku, d lng nila alam na tama ung sinabi mo, may mga d mkaland as call center agent dahil balubaluktot ang inglesh, d makatalking dolyar kahit graduate ng lumilipad ng haluhalong kulay😂.

$ 0.00
4 months ago

Minamaliit nila kasi tamad lang daw ang nagtatrabaho sa call center dahil nga nakaupo lang lagi at nakikipag usap sa mga tao at nakakababa daw ng pagkatao yung professional ka tapos call center LANG ang bagsak 😑 May mga tao lang talagang sadyang mapagmaliit ng kapwa.

$ 0.00
4 months ago

I salute to them so much. Actually ilang times na ako nag try pero kahit sanay ako sa workaround ng office at multi tasking di ako maka lusot. Lage ko kasi sinasabi na short tempered ako sa interview hahaha. Sobrang di ako makapag sinungaling. Kaya ayun balik Globe Telecom, na experience ko na rin naman mag call out sa first department ko sa Globe so sma business information naman nila yung navalidate ko dor backend checking ng system database namin.hehehe paos ako pero tuloy lang. So grabe proud ako sa inyo dun sa effort ng puyat kana minumura kapa tapos malat na boses mo.

$ 0.00
4 months ago

Thanks for the appreciation. I no longer work in that industry, but I have a lot of friends who do and they are indeed admirable. Hindi talaga madali yung minumura ka na dahil sa bagay na hindi naman ikaw ang may kasalanan tapos ikaw pa mag sosorry 😪

$ 0.00
4 months ago

People are practical now, they will choose a job with a higher salary than using their license.. That's the reality. We need to survive in this world..and BPO companies offer a great opportunity and a higher salary, in fact, you can enhance your English skills and comprehension while working in a BPO company...

My balanc is zero so i cant upvote this 😅 maybe later or tomorrow once the bot give me tips 😊

$ 0.00
4 months ago

BPO companies provide work opportunities for those who can't land a proper job that is in line with their chosen profession, if we think about it, the salary is even way higher than the salary of most professionals out there 😅 It's better to work in a call center than stay at home and be a freeloader while waiting to be hired in the government sector lol.

And you are right, a lot of skills are being developed when someone works in that insdustry 💙

Don't worry about the paid upvote. Your thumbs up and comment is more than enough for me 😊

$ 0.00
4 months ago

True.. And in BPOs, you don't need high educational attainment, high school grad are welcome to work... The only problem there is the graveyard shifting 😅

$ 0.00
4 months ago

Working on a call center is hard, imagine sitting, talking to different customers with their different attitudes and approach, or sometimes balancing your time especially to those who are a part tiner or what. Hays I really do salute them

$ 0.00
4 months ago

That's right. It's not easy to be on that job but a lot of 'bayaning puyat' out there are doing it. Thanks for the appreciation 💙

$ 0.00
4 months ago

Always welcome dear❤

$ 0.00
4 months ago

I am not a call center agent but I worked as a call center agents verifier before , its like a quality check on how the agents talked to the clients. If they are saying their scripts or spiels correctly . I also encountered an agent talk to our native language because the clients was so irated that time 😄 Or a Filipino clients talking to your in Tagalog tapos nadala ka nagtagalog kadin haha. Talking to the clients and encoding their details and concerns is such a hard job 😅. Account ko nun was NZ, AU and UK

I also worked in a BPO company for 4 years. The hard time for me on that company was the schedule. Everymonth we need to changed our shift from AM, PM and GY and every shift iba iba talaga nakakasama mo 😄

My job there was also a quality assurance but the designation was data lift auditor. Kung sa dati calls chinecheck ko, dun naman yung mga data na iniencode ng encoder samin dumadaan. Its more on production based. We have quota. Dito naman US based sya. Seattle.

Pero tingnan mo tagal ko nagwork sa BPO pero hindi padin ako sanay mag English. Umasa kasi ako sa templates hahaha.

$ 0.03
User's avatar Yen
4 months ago

Wow! Ang galing naman. QA ka pala dati 😁 Nagresign na ko as a call center agent a year ago kasi si mama pinipilit niya akong gamitin yung lisensya ko plus nag aral ulit ako. Pero nung nasa CC pa ako, ang goal ko talaga is either maging Quality Analyst or Trainer. Parang ang cool kasi ng work ninyo or nila. Yung mga QA lagi ang kinakatakutan lagi ng agents eh 😂

As for me naman, more than a year lang akong nag work as an agent pero parang na adapt na din yung way ng pagsasalita ng mga kano 😂 Nung nag demonstration teaching nga ako sabi nung mga students "Ma'am ang galing mo po, pag nagsasalita ka para kang may lahi". Buti na lang nag CC muna ko bago nag teach kasi mas naging confident ako.

And yes, challenge po talaga yung sched. Yung feeling na sanay ka na sa GY tapos bigla kang ililipat ng morning shify and vice versa. Yun talaga ng struggle. Naalala ko nung di oa ko sanay sa GY tapos bawal matukog sa prod floor, Sa CR ako natutulog haha kunwari naka bio break lang 😂

$ 0.00
4 months ago

Oo eme emeng QA lang 😄 Hindi ako pwede as agents kasi boses ko palaging galit haha kaya dun nalang ako non voice 😄 Samin para lang kaming HS hahaha. Pwede matulog kapag kota na 😄 Basta wag papahalata sa camera. hahahaha.

Licensed teacher ka pala. Hindi kapa nagpaparank?

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User's avatar Yen
4 months ago

Ay hehe, sanaol pwedeng matulog. Ako dati, para paraan lang, pag madali ang issue na kaya namang isolve within 2 minutes, ihohold ng mga 5 minutes ang customer tapos power nap na 😂

Nagparank ako nung January, kaya nga nagresign ako kaso bago ilabas ang result, inabutan na nang pandemic 😪

$ 0.00
4 months ago

Aw sayang naman. Pero after pandemic go kanalang ulit. hehe.

$ 0.00
User's avatar Yen
4 months ago

Kaya nga sana matapos na 'tong pandemic. Ang boring na din maging tambay, namimiss ko na mag work for real 😭

$ 0.00
4 months ago

I really adore call center agents. I like how the speak in English with their accent. I have friends who work in Call centers and they said working there isn't really easy. I even applied in a call center, when I'm still a fresh graduate, I passed though I didn't pursue it. It was far from my home. 😅

$ 0.00
4 months ago

Thanks for the appreciation. The job of call center agents is not really easy and that makes them admirable.

$ 0.00
4 months ago