Working in the BPO industry as a call center agent is rewarding! It’s 2021, and those who look down on this industry has not lived in the modern age.
Is call center agent your first career option after graduation? That’s a very good decision! Aside from a higher entry level compensation, it provides you essential work SKILLS.
I emphasized SKILLS because these are soft skills partnered with critical thinking. Regardless if you stay in the BPO industry or not, you will be a better professional.
But first, what are the challenges of working as a call center agent?
Prepare for a long one-day hiring process. BPO industry does not play safe even during the interview. The interview process itself requires every applicant to undergo difficult tests. Some of these include:
- English Proficiency Test
- General Knowledge
- Typing Test
- Analysis / Logical Reasoning
- Final Interview
Question Bank: Call Center Agent | CSR Interview Questions
I remember failing my listening test for my first application as a call center agent. I was too nervous that I didn’t pay attention to the exam. Well, I was glad it did happen since I focused on working on this aspect.
The best part of it? It can all happen in one day! I love that it only needs one day of your life to know whether you’re fit for the job or not.
Competitive Work Environment. Probably one of the challenging aspects of the BPO Industry is the work environment. You need to meet quota or metrics every single day.
Customers evaluate your performance right after the call. QA members audit the flow and resolution of each issue. And there are top performances being monitored monthly!
It’s competitive in a way that you have to keep up with your performance. You don’t want to be at the bottom of the charts, right? You wish to excel and provide the best service to your clients.
It might be hard but you’ll feel very happy once you become a top agent. I experienced it twice in Acquire Asia. That was so surprising yet fulfilling.
Graveyard Shift. Lastly, you have to change your body clock to keep up with graveyard shift. Most customers are foreigners like Americans living in a different timezone.
Obviously, we work during the business hours of our dear clients. You’re lucky if you work with Australians but if not, prepare to be ready for graveyard shift.
Given these challenges, is this job worth it? What are the benefits of working in the call center industry?
Train your soft skills
I have learned to type fast, multitask, improve my written English, and fluency in oral communication because of this job.
Contrary to what we know, being good at English is not enough. When you answer calls, you don’t just speak using that language.
You recognize the problem, understand the situation, and offer resolutions to every unique situation! Not all problems are the same. It can be about billing, technical problems, account-related concerns, and more!
One misconception of working in a call center industry is the account or products. When I had an interview with Convergys, the HR officer directed me to the 2nd floor. When I got there, it turned out I was a for a wrong account.
The young version of myself was so confused. What did they mean by account?
So technically, each team or department has one account. It can be for telco, motor, banks, and others.
You have to study the product thoroughly (with all your heart). This is one of the advantages of working in the BPO industry.
Others may just ask you to do one specific task. As a call center agent, you have to understand how your accounts work so you can resolve the issue.
You will work with graveyard shift, but you will get additional incentives for that. Also, your HR officer will guarantee you of healthcare benefits.
HMO will be provided and there’s an assurance you can pay for medical expenses. Not only for you, but for your family members or dependents as well.
When you need to resign, your final pay will be computed with accuracy.
Let me share with you a true story! I had to leave my job before because of my studies. I only stayed in Teletech for around 30 days. That was in 2013. In 2021, I received an email from an internal audit claiming that I still have an unclaimed final pay!
Imagine, after 8 YEARS, I will be able to get money from them! Thank you HR officers for being so truthful!
Make the most out of your day
I have heard stories of mothers being able to study with their kids because they have time in the morning or afternoon.
There are also stories of professionals getting a chance to apply requirements in the morning. Being in a graveyard shift is difficult, but it has perks if you’re able to find ways.
Of course, sleep well! And do not forget to get enough sleep for your body!
Endless Promotion and Opportunities in the BPO Industry!
One thing I love in the BPO industry is that it’s free from discrimination. Even if you’re a fresh grad, you can be promoted as a manager with higher compensation immediately. If this doesn’t attract you, I don’t know what else will.
The work pace is too fast but opportunities are endless as well. You can be a training supervisor within 3 years, or a recruiter.
You see, they base these judgements on your performance. If you excel, they will give what you deserve!