People may criticize call center agents as those who have no choice, hasn't been accepted in their desired field, those who does not have good records in school or those who hasn't finished college or rather just got high school diploma. Hey you! Slow down! Stop being so immature. Life as a call center agent is not that easy. And to tell you they are just good at training that's why it doesn't matter if you are a high school graduate or undergrads as much as you are trainable and has this determination to reach your goals. Let's get things deeper here. What is BPO? BPO or Business Process Outsourcing - is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a third-party service provider(source: wikipedia). To make the explanation simple, a company get's employees to other country which for them is less cost.
Now what is the hardships of being a call center agent?
Keeping up the metrics. To those who have no idea what's in a call center there is this thing called metrics that you must meet or else you will be under probationary/ coaching. Maintaining your AHT (duration of the call), ACW, Hold, Transfer rates, Csats, CCR7. When your numbers does not meet the standard. Friend! Pray hard.
Irate customers. This is crucial. You must have your 100% patience! Patience! PATIENCE! Whenever customer is angry you must really be polite " I do apologize mr. customer but we are having system interruptions right now, I know this is a delay in the process but we'll deal with it... So please SHUT THE F*CK UP!!!" (oops!! kidding!) just be polite :D
Sleep is for weak. Yah! you will not get enough sleep. hmmm wait a minute. I guess it's like you can still have your 8 hrs sleep or more but it seems like you need some more.
The Owl mode. Calls all night. Sleep all day. 🤤 Switch time frame. You might need a lot of caffeine and when you're about to go home. Malls are still close. So better sleep.
Holiday no more. When your family at Christmas and New year's eve will greet you. And you can check their message at the end of your shift. You'll miss the family reunions. But who doesn't want double pay? :D
Lastly, Less time for self. I don't think everyone experiences this thing. But you just have 2 days to do all stuffs at home plus your grooming. Cause for me I'd rather sleep on my day off.
So note to those who are still criticizing. Work is just work no matter what as long as it's legal. They are making money for a fortune and that's for their family. Nothing's wrong in being a call center agent. I've also been one of them and it's a great experience! :) xoxo - endlesselly -