I hate it when people are stereotyping those who are working in a call center. It seems they have this idea that during our work time we just sit, answer calls, and say have a nice day at the end of each call. Working in a call center might sound easy but once your actually doing it, you've probably be in a shock. Let me give you a quick tour on what to expect when working in a call center.
The Application:
Since many are applying for the job, usually sets applicants are interviewed by a panel of interviewers. They will ask random questions that will measure your fluency with the English language so be equipped with lots of vocabs and grammars because you will need to meet their expectations before you can pass. Expect questions as bizzare as "How would you describe the color Blue to a blind person since birth?" or "What movie do you like most and why?". It is also possible that personal questions would be asked but this is to only gauge your communication skills.
After that, there is typing speed test and multi tasking skill test, there might be variation with each company but it is essential that you can type atleast 45 words per minute and can multi-task. During this test you will be given a task on a computer while speaking on the phone.
Next would be written test measuring the mathematical skills and grammar skills of the applicant. Some variations with the test includes computer based knowledge and logic especially for those who are applying for technical support representatives. Then the final interview, this is done usually to know more about the applicant's willingness to work given the conditions in the BPO environment. Usually the questions here are "What are your plans for the next 5 years? Why do you think we should hire you? Are you willing to work on shifting schedule? etc..."
The Training:
Depending on the job description either CSR, TSR, or chat support everyone must undergo review with basic grammar and communication. This also includes knowing the culture and tradition of the country of the account that you will be supporting. The training also includes computer training modules, role playing, familiarization with tools, and "nesting", where you take mock calls or live calls assisted by senior agents or trainer.
The Actual Job:
When you hit the actual operations floor it will be totally intense because even if you trained for it you will
never be prepared for the things that you will encounter while taking in calls. It would take time before you can familiarize yourself with all the tools that you use to assist the customer and it will be a continuous learning experience for new things and new services would be offered by the account. You'll be talking to friendly old folks, screaming and swearing middle-aged men, mind boggling accent from non-American customer, and computer illiterate senior citizens that love buying new gadgets/computers that they have no idea using. You will learn new terminologies like "Hadouken", AHT, CSAT, FCR, Aux, Auto In, ACW, and more. Most call center jobs here in the Philippines caters customers offshore mainly US so expect to work graveyard meaning shift starting around 7pm-6am, during your shift coffee and sodas will be your bestfriend to battle the night.
The Perks:
Competitive Salary. Normally job offers for non-tech account starts around P13k-P15k but their selling point is the commissions that they get when they do really really good in selling out products or services depending on their account. For technical account starting salary would be P16k-P22k for entry level and if experienced it can go higher plus tech bonus.
Night Differential. Since most call center operate during the night, that extra 20% extra is not bad to the additional take home pay. Free coffee. Since coffee is the fuel of all agents during graveyard shift most call centers invest on free coffee vendo.
Freebies. Free tumblers, lanyard, bags, pillow, pouch bags, jackets, t-shirts, and other merchandise. In some centers they give mobile phones as incentives and monthly loaded with credits.
AC Workstations. Work with the luxury of air conditioned environment.
Dress Down. Although there are centers that requires their employees to dress smart casual, they allot a special day where agent can wear shirt and jeans to work. On some centers they allow it everyday which is totally cool.
Sleeping Quarters. For sleepy head that wanted to doze off during lunch breaks.
Party Party. They say when you work hard you should party harder, normally parties were held during anniversaries, Christmas, and other gatherings. Raffles also were held during these parties so expect gadget and cash prizes here.
Health Card and Insurance. Upon regularization full health benefits and insurance were provided to the agents and sometimes extended to their families.
Less Traffic. Travelling at night has its advantages and one of them is that there less to no traffic at all.
The Drawback:
Health and Safety Hazard. Working during night time affect our body clock thus making the body weak and prone to sickness such as anemia. Call center agents are also prone to UTI because of frequent withholding their urine and waiting for calls to end first before going to bathroom breaks. Since agents commutes and travels at night, they are more prone to robbery and hold up.
Shifting Schedule. Schedule rotations are most common on call centers to cover the full shift. Some centers also rotates day offs.
No Cellphone Policy. Most accounts requires the agent to process confidential information about the customer so call center prohibit the use of cellphones on the floor to protect their customer's informations and also to prevent agents from using their phones while working.
Work On Holidays. We are usually required to report to work even if it is holiday. Christmas and New Year are not excempted so kiss xmas vacation goodbye if you failed to file your leaves early.
Unstable. If the account that you are working for closes or pulled out by clients it's bye bye job.
Stats Driven. Clients demands to pass all metrics at all cost and not meeting those metrices would mean termination of employment and with multiple stats to balance such as Average Handling Time (AHT), Customer Satisfaction Rating (CSAT), First Call Resolution (FCR), etc...
Stressful. Dealing with difficult and frustrated customers over the phone can really affect the agent emotionally even trained to handle customer objections there will be instances that it could turn stressful. Ever wondered why some group of call center agents gather in front of the building and consuming huge amount of cigarettes... now you know why.
Now next time that you see or meet a call center agent, think twice before criticizing and accusing us that we have the most boring job in the world. Please understand why sometimes when we party or have fun we over do it, it's because we deserve it. We are hard working people that needed to be recognized and respected.
The Application:
Since many are applying for the job, usually sets applicants are interviewed by a panel of interviewers. They will ask random questions that will measure your fluency with the English language so be equipped with lots of vocabs and grammars because you will need to meet their expectations before you can pass. Expect questions as bizzare as "How would you describe the color Blue to a blind person since birth?" or "What movie do you like most and why?". It is also possible that personal questions would be asked but this is to only gauge your communication skills.
After that, there is typing speed test and multi tasking skill test, there might be variation with each company but it is essential that you can type atleast 45 words per minute and can multi-task. During this test you will be given a task on a computer while speaking on the phone.
The Training:
Depending on the job description either CSR, TSR, or chat support everyone must undergo review with basic grammar and communication. This also includes knowing the culture and tradition of the country of the account that you will be supporting. The training also includes computer training modules, role playing, familiarization with tools, and "nesting", where you take mock calls or live calls assisted by senior agents or trainer.
The Actual Job:
When you hit the actual operations floor it will be totally intense because even if you trained for it you will
never be prepared for the things that you will encounter while taking in calls. It would take time before you can familiarize yourself with all the tools that you use to assist the customer and it will be a continuous learning experience for new things and new services would be offered by the account. You'll be talking to friendly old folks, screaming and swearing middle-aged men, mind boggling accent from non-American customer, and computer illiterate senior citizens that love buying new gadgets/computers that they have no idea using. You will learn new terminologies like "Hadouken", AHT, CSAT, FCR, Aux, Auto In, ACW, and more. Most call center jobs here in the Philippines caters customers offshore mainly US so expect to work graveyard meaning shift starting around 7pm-6am, during your shift coffee and sodas will be your bestfriend to battle the night. The Perks:
Competitive Salary. Normally job offers for non-tech account starts around P13k-P15k but their selling point is the commissions that they get when they do really really good in selling out products or services depending on their account. For technical account starting salary would be P16k-P22k for entry level and if experienced it can go higher plus tech bonus. Night Differential. Since most call center operate during the night, that extra 20% extra is not bad to the additional take home pay. Free coffee. Since coffee is the fuel of all agents during graveyard shift most call centers invest on free coffee vendo.
Freebies. Free tumblers, lanyard, bags, pillow, pouch bags, jackets, t-shirts, and other merchandise. In some centers they give mobile phones as incentives and monthly loaded with credits.
AC Workstations. Work with the luxury of air conditioned environment.
Dress Down. Although there are centers that requires their employees to dress smart casual, they allot a special day where agent can wear shirt and jeans to work. On some centers they allow it everyday which is totally cool.
Sleeping Quarters. For sleepy head that wanted to doze off during lunch breaks.
Party Party. They say when you work hard you should party harder, normally parties were held during anniversaries, Christmas, and other gatherings. Raffles also were held during these parties so expect gadget and cash prizes here.
Health Card and Insurance. Upon regularization full health benefits and insurance were provided to the agents and sometimes extended to their families.
Less Traffic. Travelling at night has its advantages and one of them is that there less to no traffic at all.
The Drawback:
Health and Safety Hazard. Working during night time affect our body clock thus making the body weak and prone to sickness such as anemia. Call center agents are also prone to UTI because of frequent withholding their urine and waiting for calls to end first before going to bathroom breaks. Since agents commutes and travels at night, they are more prone to robbery and hold up.
Shifting Schedule. Schedule rotations are most common on call centers to cover the full shift. Some centers also rotates day offs.
No Cellphone Policy. Most accounts requires the agent to process confidential information about the customer so call center prohibit the use of cellphones on the floor to protect their customer's informations and also to prevent agents from using their phones while working.
Work On Holidays. We are usually required to report to work even if it is holiday. Christmas and New Year are not excempted so kiss xmas vacation goodbye if you failed to file your leaves early.
Unstable. If the account that you are working for closes or pulled out by clients it's bye bye job.
Stats Driven. Clients demands to pass all metrics at all cost and not meeting those metrices would mean termination of employment and with multiple stats to balance such as Average Handling Time (AHT), Customer Satisfaction Rating (CSAT), First Call Resolution (FCR), etc...
Stressful. Dealing with difficult and frustrated customers over the phone can really affect the agent emotionally even trained to handle customer objections there will be instances that it could turn stressful. Ever wondered why some group of call center agents gather in front of the building and consuming huge amount of cigarettes... now you know why.
Now next time that you see or meet a call center agent, think twice before criticizing and accusing us that we have the most boring job in the world. Please understand why sometimes when we party or have fun we over do it, it's because we deserve it. We are hard working people that needed to be recognized and respected.
The information which you have provided is really nice and awesome. Provides some very useful insights of how things actually work on call centers.
ReplyDelete