A large number of Filipinos believe in the fact that working as a Call Center Agent is considered better than the regular jobs available within the country. For certain reasons, that might be somewhat true. Rather than standing in a department store or working in a hot factory, Call Center Agents work 8 hours a day in an air-conditioned room sitting down. Would also you believe that most of the salary package that’s offered to a Call Center Agent is actually higher than a Manager from a fast food joint or a department store? If you don’t believe me, then ask around. Don’t mistake this as an easy job though. With the high compensation comes the high expectations, agents are expected to do well in their job. They are also expected to work well under pressure and by pressure – I do mean pressure! Let’s try to weigh some pros and cons for you to get an overview of what it’s really like.
The Pros:
There is no age-limit – as long as you’re fit to work, you are welcome to apply.
College diploma is not required – In fact, some BPO companies nowadays accepts high school graduates as long as you’re 18 years old and above. The only know-how that you need is Basic English Grammar and Computer knowledge.
Above Average Salary – As I’ve previously mentioned, this industry offers more than the regular jobs in the Philippines. That’s also the main reason why it’s a very attractive industry to a lot of people.
Free Health Coverage – It’s an industry standard for companies to provide Health Insurance Coverage to their employees – well, I can’t blame them, just look at the cons below and you’ll know why. This is usually issued as a health card that’s P100,000 ++ depending on your position and it renews every year. What that means is free Check-up and free Inpatient Hospitalization in a Small Private Room – Yes, that’s the one where you’re alone in an air-conditioned room and a cable TV with an awesome washroom and it’s all covered by your health card up to a whopping 100,000 pesos every year! Some companies also extend this coverage to your dependents which is very useful especially if you have kids.
Fosters career growth - It is said that gaining promotions in this industry is never a hard task. If you're knowledgeable enough to handle your task efficiently then you can get a promotion. You can expect a promotion in as early as in 3 months. Unlike that of a regular job, everyone is equal in this industry. Office politics aside, a high school graduate can reach the Managerial level as long as the employee shows a good performance record.
On a slightly different note, if you're single and you’re currently looking for a partner to date, then you’re probably at the right place. Philippines call centers offer a pool of good-looking, young, single men and women at its disposal – wow that sounded like I was pimping the industry! But seriously though, it’s not fun if it’s all work and no play. It’s a young, vibrant and dynamic industry that caters to a large community, this usually attracts a lot of different personalities so just look around - your soul mate might just be around the corner.
Now let’s even it out, let us now explore why this industry is not for everyone.
The cons:
Shifting Schedules – If you’re used to going home by 5 PM and watching the Prime Time Dramas at 7 PM and going to sleep at 10 PM, you can kiss those days goodbye. Say goodbye as well to your favorite Primetime Actors/Actress, to Santa, to the Easter Bunny and your week-end siesta because your life is about the change. In this industry, there’s no guarantee that it’s always going to be a fixed schedule. Everything changes in this industry, like life itself - the only thing that’s constant in this industry is Change. The only difference is - you multiply the speed of life’s changes to ten, that’s how fast everything is when you’re in this industry. You may have to work on holidays, at night or at 2 in the morning or in the middle of the afternoon - whenever the business needs you, you have to be there. If you got a fixed schedule or a dayshift account in this industry – well lucky you! Until the change start to roll again, savor the moment and hope the schedule will last.
Work Pressure – Oh, did I mention you will work in a highly competitive environment wherein you are expected to meet or exceed your goal? Yes you read that right, you will be given weekly and monthly metrics or goals to reach once you become an Agent. Keep in mind that you have to meet those metrics to keep your job per your contract. Now you really have to this seriously, your performance is everything in this industry. Your number is not yours alone, you are part of a team and with that, it is your responsibility for keep the team on track by reaching your goal. Most of the time, people in this industry is prone to hypertension because of the work pressure and lack of sleep – this is where your heath card becomes your best friend.
Weather Proof – Name a Calamity (Ondoy , Habagat, Etc.) Now name a Call Center who suspended work because of that Calamity. Now imagine the devastation that Calamity brought to the country, would you believe me if there’s still a handful of dedicated agents who went to work that day. Now let’s go back to you, imagine yourself as a Call Center Agent in the midst of a Signal number 1 storm, you’re thinking to yourself, the rain and wind is really hard maybe I should just stay home and miss work – aren’t you a bit ashamed? My point is that attendance is a must in this industry. Unless it’s a life or death situation, truth of the matter is, you can’t be absent - that’s that, this is what you have signed up for and you have to live with it if you want to be a Call Center Agent.
Overtime – The Labor Code of the Philippines states that mandatory overtime can be imposed “When the completion or continuation of work started before the 8th hour is necessary to prevent serious obstruction or prejudice to the business or operations of the employer”. Mandatory overtimes are a norm in this industry especially when there are a lot of calls waiting to be answered. The overtime is usually one or two hours on top of your regular shift and believe me, it is Hell on Earth! Not to scare you or anything but ask anyone who went through this - it’s not a pleasant experience.
Job Security – If you want security of tenure, I suggest that you work for the government or in another field because trust me, this is not for you. Again, I’m not trying to scare you or anything but reading up to this part, you should know how volatile this industry is. The term floating employee often comes up when an there’s an account or project cancellation from a company, when this happens, you will have to either have to resign or wait to be transferred to another account. This rarely happens but you have to expect it. Another thing is that if you have attendance issues or performance issues - that can also be grounds for termination. It doesn’t matter if you have tenure in the company, the business comes first. Remember that everything changes in this industry. You have to do good to adapt and must be ready to accept and enjoy the changes.
The Call Center Industry is a contradiction of sorts, some find it a paradise and others a punishment. Whether you’re a jobless 18 year old pressured by your parents to look for work or a fresh graduate looking for an entry level employment or a single mom who wants to earn some money for her kids - whatever the reason is, this industry will always be accessible. It is up to you to decide to move ahead and accept the challenges or be satisfied with what a regular job can offer. You Decide.
