What was your first impression of call centers?
I’ve always thought that call centers were a way for multinational (mostly U.S.) companies to find relatively inexpensive labor. And it’s true. Call centers’ general task is to provide their clients with personnel who can join their client’s workforce for a much lower overhead cost than if they were to source employees locally. I also thought that local call centers could be a high stress, unhealthy environment for it’s employees because of the graveyard shift schedules.
Who or what compelled you to join one?
No one really. I was just curious as to whether I could get hired into a call center.
Is it easy to get in?
It depends on how proficient you are with the English language, especially speaking it. Most call center customers are from the United States. The better you are at communicating in English, the higher your chances of getting in.
How does the recruitment process work?
Firstly, you have to pass an initial interview with an HR representative either through a phoned interview or face-to-face on site. If you pass, you will have to take a proficiency test which measures typing skills, listening skills, and a computer user interface navigation evaluation. If you pass that, you are then scheduled for a final interview with an HR representative. Passing that means you need to pass a physical exam and sign an employment contract. Then you’re hired as a probationary employee. After getting hired you would also have to go through a period of Culture & Communication training and Product Specific training which may last 2-5 weeks. If you fail any of the training, you’re out. After six months you will be regularized. Congratulations you are a full-time regular employee.
How has your perspective of call centers changed since you’ve joined one?
There hasn’t been a significant change in perspective. I’ve always known what they were for in a general sense. I just have better knowledge on some specifics about the business model. One other thing I’ve realized is if agents do their job well they can add so much value to the client company.
What exactly does a call center agent do?
There are two types of call center agent. The inbound agent and the outbound agent. Inbound agents are usually called customer care representatives and they take incoming calls from customers with issues may it be billing issues, technical issues, product information and service queries and provide them assistance to resolve these issues. Inbound agents may also use the opportunity to sell products and services. Outbound agents make calls to customers in order to conduct surveys, to follow-up on previous inbound calls and/or sell products and services.
Is it tough?
It depends. If you can handle someone screaming in your ear for something you did not do, and take 3 to 4 similar calls out of 75-100 calls in a day. If you can handle the unholy work schedules and adjust accordingly to sudden changes in schedule like from 3am-12noon to 1am-10am, then you may be able to manage it.
Ever get threats of any kind from unhappy callers?
No. Even if I did, it would take a lot of frequent flier miles to get to Cebu on a budget if you’re calling from the States.
Is it worth it in terms of benefits?
This will depend on your performance and proficiency. Meeting and exceeding performance metrics means monthly incentives, quarterly bonuses, and annual salary increase. It will also depend on your position. As an agent the benefits are relatively good from the perspective of a fresh grad. However if you are a family man, you may struggle with the starting salary. As with any other company there are other positions available, such as Communications Coach, Quality Analyst, Team Manager, Trainer, Operations Manager and Senior Operations Manager. The salaries of Communications Coaches and above are much higher than a new hire agent’s.
What kind of opportunities were opened for you in a call center?
One opportunity is horizontal promotion. This means as a regular agent you are identified within a salary bracket which has a lot of leeway in terms of salary increase depending on your performance and proficiency. Another opportunity of course would be vertical promotion to a higher salary bracket. Whenever there is a need, the call center would circulate Internal Job Postings open to regularized employees.
What is it like dealing with personalities?
Anywhere you go as long as there are other people, you have to deal with a wide range of personalities. It isn’t much different in a call center. If you’re friendly it isn’t too hard to make a lot of friends starting with your ‘Team’ which is composed of 18-25 agents including your team manager. Everyday you can also ‘meet’ 60-100 other people over the phone, your customers. You just have to realize that your customers need one thing and that is your help. Within 5 minutes you have to build rapport and point them in the right direction to get their questions answered and their issues resolved.
This is the best job for what kind of person?
I would say for a fresh grad who wants to hit the ground running right after finishing school. If you have good communication and people skills and want a surefire way to start earning more than a regular bank employee or new-hire engineer, this is the job.
Describe the working environment.
The environment is above standard. You have high technology, high quality equipment for tools. Clean, regularly maintained and secure facilities and a friendly open door policy from the management level down to the janitor.
Does the social stigma of call centers being a cheap job truly represent what its like to work in one?
In my opinion, no. Getting yourself hired into a call center that is internationally-acclaimed and known for how it takes care of its employees will land you a job that is fulfilling and opportunity-ridden. It just comes down to you applying at and getting accepted into the best.
