BPO / Call Center: Career Growth or Survival?

BPO / Call Center: Career Growth or Survival?

by: Arlene Gentallan

BPO / Call Center: Career Growth or Survival?

Forewords:


        The call center industry has just recently gained momentum in the Philippines. In fact, it's just this recent generation since its operation, such a short notice and already, it grew to an enormous industry.

        A lot of Call Center companies are strategically located in the heart of the busy metro, with number of sites increasing reaching provinces across the country.

        With the continuous growth and expansion of the Call Center, it's an undeniable fact that this industry has changed and is continuing to impact the lives of many Filipinos, opening up employment opportunity to people with varying work experience and educational attainment.

        The rule of careers like that of a teacher or nurse doesn’t apply to call centers. There's no specific course for college one requires to finish or a board exam one needs to pass to be able to work as a call center agent. And depending on which call center you are applying, even a high school diploma will suffice.


The Survival


        Our communications coach told us she really hated those who belittle someone just because that person is a call center agent. What's wrong with being a call center agent? Why do some people can't put value on it amounting to what any decent profession deserves?

        Most people are not aware that a call center agent is fighting for survival each month to keep his/her job. They don't know that a call center agent maintains a score card. Each company and account with varying mix of target matrix but still with common goal -- targets to reach, numbers to maintain. Like a school card, can't play the game well...you're out.

        They seem to neglect the competitive and fast stressful world the call center life offers. There's just so much changes on this developing field. Even those working in this industry for years can't always be sure of their post.

        That I can attest is a fact. I've been working for this particular call center for quite a while now. If you consider two years a while. Years of service set aside, I'm in line for possible termination. A little tip over the edge and I fall off.

        The main reason being? The constant changes. The ever increasing competition. Fail your score card even for one month, you'll be hanging on the edge. If you can't solve it fast, it's goodbye...look for another employment. And if you happen to be working for a company who tend to change the target goal each month, rock & roll.


Competition.

        A lot of times, foreign client set the standards. They don't just candy pick numbers. They'll most likely look into the average of the upper fifty percent of the employees score. It's all about performance. Look around you, they're your competitors. Believe me, you won't want to be in the bottom fifty percent.


Attendance?

        The main way to gauge an employee's interest in some job, not enough in the call center industry. A call center agent needs to juggle several matrixes that compose the score card, like customer satisfaction score, average handling time, calls per hour, quality and compliance...etc. One point short from the target and it could be a fail.


Stress?

         It's always around. Helping customers coupled with taking in blame and frustrations. Cope with the demand. Trying so hard not to bring your worries at work back to your home but failing miserably. The uncertainty. The possible unemployment. It's not really a peachy job.

        ...Ego aggravated by pressure. One struggle after another. It's living on the edge. It's either you take it in or you take it in.

The Growth

        But what could have been a struggle to some is a mere "work-life" to others. Yes, there's a lot of people who fair well in this kind of trade. And despite the stress and competition, there are people who view working as a call center agent rewarding and fulfilling, bringing them satisfaction to be able to deliver excellent customer service. A job they can use their skill and ability. A job they can grow better with.


        Many will say that working in the call center is better compared to most jobs being offered in the Philippines. Despite it being a new industry, a number of people already see the call center as a lifetime career. Given one meets the standard, he/she can work in this field even in old age.

        Our communications coach declared she hated those people who see call center as just a bridging stone, something to fill in the gap before they go to some other profession they want to be at. Working as a call center agent is no easy job. It commends dedication and hard work.

        Considering that the call center is a huge industry in the Philippines, it's no wonder a great opportunity is open to Filipinos. Lots have established their career as a call center agent, building a tract record. A portion of them taking up management positions.

        A decent job with a decent salary and benefits. People still have conflicting thoughts about it.

        How I see it? Call center is both career growth and survival. Its two piece in one plate...surviving while growing.


Survive while you grow.