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| My workstation, 2009 |
When I was a college student, I
never wished to work in the BPO industry. My perception of the people working
here is very shallow. I thought all it takes to work as a call center agent is
the ability to speak a foreign language particularly English. I said to myself
I did not finish a two-year diploma and a four-year course just to work by
taking calls from the other side of the world.
I also pitied those who are
degree holders and board passers but ends up working in call centers. I was
looking forward to land to my dream job right after college… but just like them
life has become uncontrollable if not unpredictable. Though I had a scholarship grant that helped
me finished college, my parents filled the gap of what my sponsor cannot such
as support, efforts and money for miscellaneous things. I knew I have to find a
job as soon as possible to help my family. I ate my words and chose to be
practical. I found myself applying for a job I once hate!
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| My officemates, 2006 |
Speaking from a nonstop
eight-year experience working in the same call center company, I would like to share
the basic answers of “What people don’tunderstand about working as a call center agent?
1. A call center
agent has to work nightshift and even during Philippine holidays
I know this is dumb but in my 8 years of working as a call
center agent, I always find myself telling the same explanation of why call
centers operate at night and during local holidays. The simple answer is most
of outsourcing companies are based in North America, Europe etc therefore the
work schedule should be based on their daytime slots
2. A call center agent does not need to wear uniforms
This is one thing I so love
working with my headset on! I think employees who are required to wear uniforms
are those who do business transactions with their customers in real time. In
the case of the BPO since they talk to
customers via phone, I don’t think there is a need to have prescribed uniforms.
A business casual attire and paired with the official ID and lace instead
should be worn at all time.
3. A call center agent’s schedule changes from time to time.
My top reason why I always rent a
space nearer to my office is because I knew the fact that working in the call
center means a work schedule that changes from time like DST’s, internal management decision so
on and so forth. I have experienced having a split off (which I hated so much)
and after working for 8hours there was a sudden change of my schedule and its
effective immediately so I only slept 6 hours then went on another 8-hour
shift.
These are just the basic tidbits
of information that we need to know especially to our family who care for our
health and safety all the time. I it is really tough sleeping at daytime given
the brightness of the day and noisy home. I am glad that I live in a space
where all of my housemates work in the same call center office so we know how
to respect each other’s need when we need to rest and all that stuff.
Note: This is an entry to Sykes E-Recruitment Blog Giveaway.
Note: This is an entry to Sykes E-Recruitment Blog Giveaway.
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