Working in a Call Center

Have you ever wonder what call center employees really think about working in the business process outsourcing industry? I have asked more than 100 call center employees regarding this question and surprisingly have gathered different answers. So here are the top 3 words that is considered to be practical answers.

As we all know, during this covid19 pandemic, call centers serve as an essential component of customer service teams. They are often the main means of communication among business and its customers.

Moreover, working in a call center requires you to be motivated by customer success. And with this, many of our call center employees think that working in the business process outsourcing industry will help them improve their (1) communication skills. Indeed it is true. Making a good first impression in customer service needs you to have good communication skills conversely working in this industry will benefit from continuously speaking to foreign clients. No matter how experienced you are as an agent, never assume that you know more about what the customer’s needs than they do. Assumptions like these can lead to miscommunication and negative experiences. Instead, the best call center representatives are patient and come up with well-thought-out, detailed solutions. Equipping with good communication skills will lead to client satisfaction and great customer service whilst you’re a beginner in the industry.

Many of the call center agents here in Philippines also think that working in this industry will make them rich- earn a lot of (2) money. Because of the demand for call center professionals during covid19 pandemic, many of the jobseekers were looking for a career shift. Even if you are working as an outbound call center, you are getting a higher pay, because it is recognized as the hardest job. Call centers here in Philippines offer both inbound and outbound services, including online support, customer care, technical services, and many more. There are over 100 registered call centers and contact centers in the Philippines, with more and more foreign-based companies setting up operations in the Philippines every year. The Philippines is considered a preferred location for foreign call centers and contact centers because of its English literate workforce, low start-up costs, and affordable salaries.

Apart from gaining good communication skills and earning a lot of money, work (3) friendship is also considered to be one of the factors that the call center employees were looking forward to. Work friendship is said to increase productivity. When you think about your workplace bestie, you’re likely thinking about one or two people with whom you take frequent coffee breaks throughout the day. Or, the ones you coordinate costumes with for the office Halloween party – red and yellow M&Ms, anyone? Traditionally, these kinds of interactions were once considered a distraction, but, it turns out that work friendships are one of the strongest predictors of productivity.

Studies show that employees who have a best friend at work tend to be more focused, passionate, and loyal to their organizations. They call in sick less often, have fewer workplace accidents, and transition between jobs less frequently. What’s more, call centers that have work besties often experience more satisfied customers!