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The business process outsourcing (BPO) industry has been around for decades now; it has become one of the mainstays in the local economic landscape. In the Philippines, a call center company – one of the most popular type of BPO – can employ more than 1000 people to fill their jobs. Most of their applicants are fresh graduates, which improves the overall employment rate in the country.
However, in the recent years, there has been a lot of censure in regards to the workload and the effects of working in a call center, particularly because of its rising popularity. Unfortunately, a number of it has negative implications, resulting in people hearing only bad accounts about the business.
It is important to note, however, that there are several good things that come from this industry; and this includes the following:
Unlike other companies that have standards on the looks or the age of their applicant, most call centers accept all kinds of people from all walks of life. It is a common occurrence for anyone working in this industry to see people that are aged 18-60+ working there. This is because of the fact that they don’t really care about what you look or how old you are. They are mostly concerned about a person’s English proficiency, knowledge in general subjects, typing speed, and his/her appropriate voice and tone over the phone.
Some companies even accept college dropouts for as long as they attended a little over 2 years in college and can impress their employers with their skill set.
It’s a common occurrence in call centers that top performing employees get promoted even if they haven’t been staying with the company for a long time. The secret to getting promoted is to be a team player, know your stuff, study every material you have access to, and do your tasks efficiently. You must be warned that a promotion is not only about having higher income and more privileges; it also means more responsibilities for you to shoulder.
The best thing about call centers is that they have their doors open to different kinds of people, which means that you’ll be meeting different kinds of people. This is a chance for you to not only make friends with them, but to also learn a lot of things from them. Similarly, the workplace will never be boring due to the different personalities that make it up. Also, establishing team spirit will never be hard because in most call centers, the agents are seated close together, which makes it really easy to get to know each other.
You must remember as well that working closely with your team can result to a faster promotion, which is another reason for everyone to really work well together.
One of the best reasons for people to choose to start working in a call center is the numerous welfare and benefits being provided to them. These companies are known for being generous with their employees. Most of them even provide them health care cards to ensure that they stay in their optimum health. After all, they are aware of the sacrifices agents do for their job.
Furthermore, these companies have a strict compliance code to the Philippine government, meaning that they provide the necessary welfare, such as SSS, Pag-IBIG, and PhilHealth, to their employees.
It is common knowledge that call center agents receive hundreds of calls every day. Through the help of these calls, the agent has the chance to develop a variety of skills that they need as professionals. Every call that an agent receives differs from one another; which will definitely help them develop their interpersonal skills because behind every call is a person that has their own personality. You’ll learn to adjust, adapt, and be able to effectively communicate with every caller that you talk to.
Since call centers have evolved into something more complex than it was before, you’ll also learn to use devices and gadgets that are necessary for agents. Also, since most calls that they receive are for troubleshooting and helping the caller, agents can effectively develop their skills in communication, active listening, negotiating, encoding, and problem solving.
Being a call center agent can be tough sometimes, though to be fair the same can be said about other jobs and professions in various fields and industries. It really comes down to what you want to prioritize the most; and some people put importance to the benefits of their job.
If you are one of them and you are a call center agent (or considering to take this job), then take note of the things listed above. They can remind you to be thankful of being given this opportunity in your life.