Today’s article was sent through my viber page asking if i can touch the tough topic relative to the unsung heroes of the local and international economies of third world countries involved in the business process outsourcing jobs where competition is fierce and comparable to plucking out the best and priciest fish available from the ocean. The glass walled offices, sophistication of all gadgets and servers are useless unless driven and utilize by well trained and up-to-the-job people with works ranging from tech-support, team leaders, project or account managers and the mean machines of the deal… the agents. Let me share to you the disgusted and partial discrimination an agent have had, that pierced the ceiling of his tonal understanding whenever face with the adverse effects of being misunderstood. As I’ve said, we blog everything and we listen to the normal discourse of anyone in the society as long as we think it is deemed necessary to hear their voices. (posted as originally sent-Paquito)
I’m a proud part of the BPO Family and yes we are a family not just an industry.
”SA CALL CENTER LANG PALA NAGTATRABAHO”
Following a heartfelt complaint by a former workmate about having heard this phrase, I could not help but write this in defense. Yes I am working in a call center industry during my days thinking that this phrase meant that call center is as menial as they say it is… but you know what…
This phrase pisses me off a lot. Why? There is such a huge discrimination when one hears a person is working in a call center. Companies even have specific rules for application for loan, credit card, phone line and so many other things if you are working in a call center, and if you say call center, you can hear the aah of disappointment in their tones.
Sad thing is, do these people actually know how freaking hard it is to get in a call center from the initial interview up to training even on the production floor? Yes they do see the glamour of call center workers partying, Starbucks or going out having a good time, but they deserve it, because these people slave 8-9hours or more a day bearing insults from clients who are not even their own family, constant changes with stats that they have to meet up with and the worry that anytime one minor fault can lose them their job. Believe me this work is not just about sitting down and saying hi and hello and its all good.
Carrying of phone is strictly prohibited in the production and yet you will get some ignorant love ones requesting to break up or even blame you for not answering the phone during your work hours. Do they even know carrying a phone inside the production floor is a cause for termination? Yes believe it or not it is! In spite of being regularized these people still do not have stability of work, with the constant change of client requirements and statistics, quality control and metrics a call center agent can lose his job at anytime! Being late can be cause for termination, even being absent if its 3 consecutive days is ground for termination. And regardless of the emergency it is a requirement for an agent to phone in 2hr before his/her shift to inform that they can’t make it, otherwise it is marked as No call, no show which can also lead to grounds for termination, now consider this what if an emergency struck and you are unable to call? Yes they do get penalized regardless. They work graveyard shift and believe me working in the night is one of the most difficult thing to do only to go home and sleep the day off to wake up and prepare again to go to work. Holidays, even Christmas and New Year they are required to go to work, regardless of any holidays celebrated and when pay day is up, everybody stopped and braced themselves because of the almost 3,000k to 5,000k or sometimes more tax every month which marks us as the highest paying tax even if we are categorized at the lowest level of employee in a company and often classified as factory workers,. Its funny how the media always portray the glamour of working in a call center, but the true call center work takes a lot of hard work, sweat, blood and tears which the media have never gotten the chance to really show to the public.
In summary? Respect! This is not a simple job, otherwise they would not offer such a high pay, it takes a lot of sacrifice and yet it is classified by our system as a factory worker category, such a shame. No job deserves more respect than the hardworking call center agents who slave every night to support their family because our government could not offer a job that suits their profession. For those who uses the phrase “call center lang pla nagwowork” I challenge you to try and enter this profession and after 2 or 3 months, tell me the same phrase that you mentioned and I promise you, you will change your perception!
Not all people are well aware of how a certain person works hard and in what way the hardest part get the best out of the same person, temper flares, attitudes blast and many more… but in the modern society where most of us are interacting with the use of our own cyborg representation… have we forget that as of the moment while writing this article there is no such invention yet that a cyborg could share or show an emotional quotient? No robots or teleprompter can share the unadulterated feelings just like any human beings have… I bet those at the Silicon Valley are busy contemplating or tinkering things out how they can produce the very first microchip driven as perfectly near the feelings of a heart of a normal person. And you, being in the proper position to explain further how the works are done are considered as unsolicited adviser they could listen to or none at all. It is your dear choice… Wow she just driven home a brand new car! A surprised neighbor whispers upon seeing you entering a makeshift garage… and the next question am sure that’ll pop out of your neighbor’s mind is,…. She is working in a call center….
Proper conduct command respect, no one dare to demand it, but earn it the most unique way your heart could ever desire fair and square. – Paquito