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Working in a Call Center or Outsourcing Company in the Philippines

Working in a Call Center or Outsourcing Company in the Philippines

Eight out of ten people can give a definite answer as to what it’s like to work for a call center or a BPO company in the Philippines. The answers usually stem from having had an actual experience—say, being a current employee or having joined the training period for an applied position. Some answers come from a personal account of a sibling, relative, friend, or friend of a friend.

No matter the answers, however, all these are a natural part of the quality of call center outsourcing that Philippines delivers to foreign businesses and Western companies. Several global names in the business world are now outsourcing their outbound and inbound call center functions to the Philippines.

Zooming in to the perspective of the employees of call centers or BPO (business process outsourcing) companies in the country, the price to pay for upholding the Philippine quality of outsourcing services has come in the form of various factors.

The following naturally come with working for a call center or BPO company in the Philippines:

Call Centers in Cebu | Changing work schedules1. Changing work schedules. Especially the employees handling customer service, technical support, inbound sales, outbound sales, market research, virtual assistance, and the like, changing work schedules is inevitable.

You’re scheduled to work 9:00 am to 6:00 pm this week, then 3:00 pm to 12:00 midnight the next. Also, you can be required to work from Monday to Friday for this month, then Friday to Tuesday the next. The cherry on top will have to be: working on Philippine holidays. (August can be especially packed with long weekends for those companies to which Philippine holidays apply.)

The changes in work days, rest days, and shifts are due to how one’s schedule is dependent on the availability of the customer or client. This may lead you to move the dates of long-planned family vacations or barkada outings, but this is where your flexibility is put to the test. Also, working on holidays entitles you to a premium pay or receive twice your daily rate. Now that’s the real cherry on top!

Call Center Jobs | Graveyard shifts 2. Graveyard shifts. Night becomes the new day. You work at night and to the wee hours of dawn then sleep with the sun at its brightest (and hottest). (A specific example is working at 7:00 pm till 4:00 am.)

“But it’s actually quite manageable,” pointed out a friend of mine who is a PPC (pay per click) specialist working the night shift. My friend added, “With a shift that ends at dawn, you have the rising sun, a silent city, a cool mist, and plants filled with their morning dew to meet you. In a way, it’s relaxing.”

Here at Taking You Forward, Inc., the majority of the employees are dayshift call center agents. There’s not as many employees with graveyard shifts as those working day shifts. The upside of being a graveyard-shift agent is having a relatively quieter working environment, having a more conducive atmosphere to think, work, and let ideas freely flow into the mind.

Inbound Call Center Philippines3. Irate callers. The agents of a call center Philippines houses usually takes or makes calls from/to Western or Caucasian customers. The callers or callees are customers with concerns or complaints, which eventually, at times, cause them to blow a gasket.

Foreigners are apparently different from Pinoys (Filipinos) in expressing a complaint. The latter tend to be afraid of causing a hassle on the part of the agent. The foreigners, on the other hand, can go all out with their complaints.

Looking on the bright side, getting through a call with an irate customer gives a sense of fulfillment, like you just walked out of a battle—scarred or unscarred, you made it out.  

Dayshift Call Center Philippines4. Temptations, temptations everywhere. Stress can naturally come with any type of work, but it is how you manage stress that makes a difference.

Going for a drink or frequenting smoke breaks would come as “stress busters” or “routine breakers” to the daily task of taking and making calls.

A smoke, a drink, or some other radical alteration in your lifestyle then becomes seemingly logical options to deal with the stress that has been deemed natural when working in a call center.

BPO Company | Fast-paced working environment5. Fast-paced working environment. Real-time services call for real-time outputs. The callers have to be taken care of then and there.

With that, your boss tends to breathe down your neck, which is actually also a consequence of fearing a reprimand from the higher-ups.It can be a dog-eat-dog world in a call center; hence, getting the hang of things, pacing yourself, and living up to what the company demands are best achieved sooner than later.

That is all part of the challenge, however, in being a professional. These are things that would mold you to become competent and have the right skill sets.

The industry of call center outsourcing Philippines has strengthened over the years comes with challenges for the companies, shareholders, business partners, and the employees most especially.

The aforementioned factors come with their pros and cons, but as what we may have come to realize, making it out of something despite its many cons is an achievement—a positive thing, a pro itself—and it does turn ourselves into a pro, doesn’t it?




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