How is it working in a call center company?

By Vin
Philippines
August 26, 2012 9:50pm CST
Hi guys!!! I've always wondered how is it working in a call center. I know they offer much better benefits than other jobs. Can you guys share some of your experience working in call centers? For an Electronics and Communications Engineeering graduate like me, what kind of job could I handle? Thanks
4 people like this
10 responses
@umabharti (3976)
• India
28 Aug 12
hi , its a good place to work if you are having good communication or having a skill of understand and resolving others problems as many as you could without getting irritated or angry.Its all about customer service , many customers around the world who come up to you because they are in some problem related to the service which you will be providing them. Some times we dont even know how to tackle , so that time it is crucial we get disturbed becox we do not knw the answer and no one ready to give u a solution which actually the customer wants. It s all a game show my friend unless and until u enter the dragon you will not know anything. Try having or hearing something continuously with your head set and for many hours and months., you will be trained to be in a callcentre.For eight hours only calls without haivng much time for yourself to even think for a while .Calls will be flowing and hitting you , you are the person who will be listening and speaking , fetching information and answering.
1 person likes this
• Philippines
28 Aug 12
Ok. Thanks for the info. I have above average communication skills. I don't know if my course will be fit to the job I want in a call center. Could there be a job in a call center that involves not answering calls? More on the technical side is the job I want. Is there?
2 people like this
@umabharti (3976)
• India
1 Sep 12
hi, just search you would definetly get the job which you are wishing for, but may i knwo the reason why you are interested with call centre ?
1 person likes this
• Philippines
2 Sep 12
I am just curious because they offer a lot of benefits and give a bigger salary than most industries. But I might be assigned to a job that is not related to my field of expertise. I don't like a job with just answering calls. I hope I can get a job with hands on experience. I would be contented if the job is a combination of voice and non-voice.
2 people like this
• Calgary, Alberta
27 Aug 12
The payment is good ,if you will manage to have a promotions. every month someone gets fired, Its survival of the fittest. You have to be emotionally strong because this industry will suck best out of you. If you can handle staying awake at night, If you can handle inconsistent shifts, If you can handle irate customers who will treat you like crap and if you can handle backstabbing people [alliances and backstabbing is rampant in call centers, its like a reality show] then its the industry for you.
1 person likes this
• Philippines
27 Aug 12
Really? You will be fired? Every month? Why will someone be fired every month?
1 person likes this
• Calgary, Alberta
27 Aug 12
incompetence, bad sales people gets fired, Bad Costumer service skills gets people fired.People who cant fake an American accent gets fired.Tardy people who were always late always gets fired. People gets fired monthly, thats how it is. Youknowmy job now has something to do with firing people.
1 person likes this
• Philippines
28 Aug 12
Thanks for the information. This will help me. You are the hiring manager?
1 person likes this
• Philippines
2 Sep 12
It consist of working in different shifts such as morning, night, afternoon or grave shift. The time usually changes as the clients usually come from western countries. An advantage of being linguistic such as knowledge of speaking in different language is a an advantage. Usually working in a call center need a lot of patience and knowledge of human relation skills. This determine one success or failure. When a client file complaint they are usually aggressive, impatient and other use insulting and vulgar languages. So if you are a kind of person who is reserve and shy. the call center job is not for you. even though their are training and lot of interview almost three round before one could be qualified or selected from the screening process is very tough. It is not a determinant factor that you pass you could last. Some like the experience but never stay long because of the pressure from work. After a year if working, one employee's quit their job and save money such as invest in business, learn a new skills or attend some training to broaden their skill while some hop in to find another job with less pressure. A stable one that may pay more or less but they feel more comfortable given a lot of freedom and the thin is they enjoy the job and it feel like not working.
• Philippines
3 Sep 12
Yeah. Sometimes they are just after of the salary so they could earn a lot and save money. Later on, if they dislike the job then they'll quit and find another one. People go into call centers as last resort if they couldn't find a job. Then later on, they invest in business and gain new skills or attend some training. I don't know why there are a lot of jobs for call centers.
@tipay26 (873)
• Philippines
5 Sep 12
I must say that working in a call center is not that fulfilling like what other jobs offer.If you want to stay in a certain job or position, try not to apply for a call center job yes, it's true for a starter a call center job is okay because you can save and resign if you want to.But I have to remind all those call center virgins that there are call centers with training bonds or contract bond which means that you have to finish a certain number of months before you can file a resignation with them.Training bonds usually last for about 4 to 6 months and if you resign during your training bond period some centers would ask their legal department in dealing with your resignation.They do that primarily because you were trained by the company for free and that they want the best out of you.I have colleagues before that had problems regarding training bonds because when we were introduced to our respected departments, they never thought that it would be that hard.So what they did was they did not report for work and went Awol (absence without official leave) so our manager sent them letters requesting them to report for work again and tackle the issue on why they did that with the center's legal department they did not respond to the letters and ignored it because they thought that the company will ask for payment because they were under the training bond.Some centers will sue an agent of pursue a legal action with them well some will not do that but will ban you from applying again in their company and to some other call center companies as well.Just sharing what I know and hope this enlightens you.So if ever you want to apply for jobs be sure that you really like the job and the company that you will work for. :)
• Philippines
5 Sep 12
Yeah. I am afraid of that also. That's the reason why I don't apply in call centers. I don't like the job anyway. I just wanted to save an amount of money first because it's hard to get a real job that's related to what I finished and what I really wanted. I know there are a lot of call centers that are hiring and surely if I apply, I'll get a high chance of getting the job. I don't like to experience what your friends have, hiding from the manager and escaping from responsibilities. I get afraid of call centers having bonds. But there are also call centers that doesn't have bonds. If the bond lasts for just 4-6 months then it's fine with me. But after that I really need to resign and find a more related job. Are there bonds that last up to 1 year? How do call centers pay you? I heard the term "per cutoff", what does that mean?
@lampar (7597)
• United States
31 Aug 12
It is a stress free job, high pay, plenty of benefit and easy to handle. Most of the time you only sit in front of your desk and answer incoming calls, the operator only need to try her best or even worst to solve the customer problem without physically involve in the task solving work, the work mostly involve giving advice and also redirect calls to department that can handle and help solve customer problem if operator is not able to solve it.
1 person likes this
• Philippines
31 Aug 12
Thank you for this response. Are there jobs that's a combination of voice and non voice? You're job is answering calls and at the same time doing task solving work?
1 person likes this
@KrauseHome (35025)
• United States
5 Nov 12
Well, working in a Call Center is not always what it is cut out to be, and not as glamorous as many people think. There is many people who claim to have tried it, and know it is not really for them. Yes, it sometimes can be one of the easiest jobs there is, while at the same time being demanding as well. Most of the time I think they really need to train more people to be more understanding and remember CUSTOMER SERVICE. When you are willing to help more, then everything goes a lot smoother for sure.
• Philippines
6 Nov 12
Thanks for sharing. I know they offer better pay than most kinds of industries. But they say there are no health card benefits and insurance benefits and pag-ibig, sss and philhealth. Have you worked in a call center? How was the experience? Why is it an easy job?
1 person likes this
@KrauseHome (35025)
• United States
6 Nov 12
Well, I live here in the US and have been working here in a call center for yellow cab for over 6 yrs now so I have plenty of experience. I have decent medical insurance where I am at. Just need to check around.
• Philippines
6 Nov 12
Well, Thank you for sharing.
@tipay26 (873)
• Philippines
2 Sep 12
Hello there! I use to work for a call center in Makati it was an international account and we offer cellphone units, internet cards and cellphone accessories I use to be a telesales representative and as far as my working experience goes, it was fun working in a call center.At first you will get nervous specially if its your first time to accept a call.Pay outs is good though but you have to sacrifice some precious time during trainings like language trainings and product specifications., yes you have to know everything about your product and your account. :) If you want to work in a call center you have to be very adaptive of everything specially your schedules call center agents are required to report for work during the holidays so expect absences from your family gatherings and the likes :) just make it up to them soon hahahahaha.Some trainings specially for the call center virgins lasts for about 2 weeks it includes language trainings and product specifications some centers offer training for free and with allowances like php500 a day you can get your allowance at the end of the training so as a starter it's not that bad.First timers usually end up in the grave yard shift so expect to work at night and go home in the morning this will turn your sleeping routine a little bit awkward but you will get used to it as time passes by.If you passed training you will be assigned to your preferred accounts as well and you will be introduced to your team with your team leader.your team leader will be your guide but you will have to work on your own as per your training and product knowledge goes :)Your speech can be verbatim or you can start making your own too it's in your style that matters :)There are centers that will assess your performance every three months and they will decide if you have better performance or not.If you lack in some aspects coaching given by your team leader or your account manager is a must.If you are an Electronics and Communications engineering graduate you can pass on as a technical representative :) don't get nervous it's just the same as a regular job the only difference is that you will have to work in a very rigid schedule with some very weird officemates but with high compensation hahahahah :)
• Philippines
2 Sep 12
Wow. Thanks for this long informative response. Yeah, I think I can pass on being a technical representative. But is this purely voice? Because I somehow want a job that's a combination of voice and non-voice. Is it hard to pass the training? How long did you work for the call center?
@tipay26 (873)
• Philippines
2 Sep 12
There are some centers which offers non-voice accounts and a combination of both.It depends on the account that you will be in.Or if you really prefer to have a non-voice account, you can ask for a transfer specially if a slot is open for an agent. :) It's not that hard to pass the training, it's like you're back in school taking up english subject ;))the most crucial well I must say if you were a call center virgin that's the term being used to call center first timers by the way hahaha likfe for example in product specification training, they will introduce you to their products., they will teach you the techniques and proper ways in understanding your product well if you are assigned to technical support you will be responsible in answering of troubleshooting of your client's problem depending on the services offered like for example problems in their internet connections, defective cellphone units etc.I worked for a call center for a year and then I went back to my province :)
• Philippines
2 Sep 12
Oh, okay so it's just an english subject? Nice. I prefer to be in a non-voice account, a combination of both voice and non-voice is okay. Yeah. I have to learn all those things like product specifications, and technical supports.
@wittynet (4130)
• Philippines
1 Sep 12
Hello, jvincent_129! There are so many accounts in one call center. Most of the accounts involve taking and making calls. There are also pure non-voiced accounts, others are combination of voiced and non-voiced. I can sense that you're a newly grad. Most call centers prefer newly grad applicants. They believe that it's always easier to train non-experienced agents than those who already have so many experiences. Though it's true that every month, there are agent's who get fired because of absences, tardiness, non-compliance to companies guidelines, not meeting targets of the campaigns, and the like, it's also true that gettig promoted in a call center is faster than in any other companies. If you have a very strong work ethics, you can be a successful call center agent or supervisor. Why wouldn't you try applying for a call center job? Or have you already applied for one?
• Philippines
1 Sep 12
I haven't tried applying for a call center job because I don't want a job that's purely voice. I aspire for a job that's a combination of both voice and non-voice. But it would be much better for non-voice jobs. Yes, I am a newly grad searching for a job. I aspire for a job that's technical and in the IT department. I am going to try and apply for a call center.
1 person likes this
@wittynet (4130)
• Philippines
2 Sep 12
There are several call centers who already have opening for non-voiced accounts. You can search in the Internet for different call centers here in Manila. You can also make a Job Street account. From there, you can apply online. Other call centers give priority to walk-in applicants.
• Philippines
2 Sep 12
Yeah. Thank you for the advice. I've done that already, Jobstreet account and applying online in specific call centers that have non-voiced accounts. Hopefully I can get in.
1 person likes this
@chiyosan (29383)
• Philippines
16 Sep 12
I have worked in a call center myself and i know how hard it was to work in there because of the stress and stuffs. it is really hard to be working with the phone every time and talk for hours and try to resolve things with the customer who may be shouting at you with so much anger.. ha being in a call center can affect your health too. =(
• Philippines
17 Sep 12
Thanks for sharing. I know all those things already because it is always the common complain of people. How are you paid in call centers? Is the compensation package competitive? Why is it they offer high salary?
@chiwasaki (4661)
• Philippines
16 Sep 12
You can apply to a call center as a Technical Support Representative. There are companies that handle electronics and telecommunication account. The pay is good but working in a night shift is tiring for me. If you will take calls, better to choose a dayshift campaign instead.
• Philippines
16 Sep 12
Yeah. I know one thing that really motivates me is the salary. But another one is the type of work. I am not sure if I wanted this kind of work because it's purely voice. You'll just take calls and assist customers with their needs. That's why I made this discussion for those who have experience in call centers. Yeah. I am very qualified for those technical support accounts because I am an ECE graduate and I can surely learn the technology and job. I have heard there are also dayshift accounts and these are australian accounts. I am still hesitant in applying because this is not the kind of job that I want. One thing I like is that they offer very high compensation and I can improve my english having to answer calls from outside the country.
@joliefille (3696)
• Philippines
15 Sep 12
Hmm I think you can try to apply for those call center positions in the technical support team. They do pay well than the customer service area of the company. I worked for a call center from 2003 to 2007. The pay is indeed good and I recommend it for those fresh graduates. I was assigned to Spanish projects.
• Philippines
16 Sep 12
Thanks for sharing. I needed really to find more information on call centers. I know the pay is good but I've heard that you'll be prone to overtime and some say that it is not related to my course in college. They say the shift is tiring and the work is not good because you'll just be answering calls. How do they pay you in call centers? I'd like a job that showcases both voice and non-voice. Is there such a thing? I don't want that you'll just be answering calls repetitively.