Misconceptions About Call Center Agents

There are a lot of misconceptions about call center agents. I bet each one of you has his or her own connotation. Before I joined the call center industry, I used to think that this is a job that would benefit moms like me because you'll have no other responsibility but to answer customer inquiries. It turned out that I was wrong. Big time!

Many people think that working in a call center is easy. Easy enough that even non-degree holders can be accepted. Although it is true that there most call centers accept non-graduates, it is not analogous to say that the job is easy. More than anything, it is very important that the person can handle stress gracefully and can multi-task under pressure with quick problem solving skills. Many people view call center jobs as a past time and do not see it as a serious profession. But you can never really say how stressful it is unless you experience it. Just imagine how you can handle a job sitting all night long hearing nothing but complaints and problems. Imagine doing it for a year straight with limited bathroom breaks. Most people can’t stand this and yes it is not just the stress from the calls or cases that you handle but the performance metrics and the competition as well. For moms like me, it is even more difficult leaving your kids at home during night time. I used to think that it would be easier because the kids would just snooze away but every night is a struggle not to call in sick when you see your kids alone and left only with your household help.

Another misconception is about the salary and that Call center people are well off. Well, they sure look like it? Most call center people have this iconic look: big dark glasses, jacket, jeans and sneakers and the one that puts on an ID lace and carries a Starbucks cup, you will sure be mistaken to be a call center agent. This 'get-up' may look expensive but what you see is not always what it seems. There are centers that offer very good compensation packages but there are also a number of centers who are not so competitive.

Call center agents always work the graveyard shift. There are many centers that operate 24x7 and yes, not all call center agents work at night. Not all call center agents take calls. There are others who handle e-mail and chat queues and others have mixed support. This is also the reason why call centers are now referred to as contact centers since job scope is not only through voice or through speaking.

After I thought of all these misconceptions , I realized that there is a really good reason why call center workers in general should be given a better pay. After all, this is one of the most stressful jobs and at this time and age and everyone is already dependent in one way or the other to call centers for support, even locally for Filipinos. Just imagine food delivery, technical support for mobile phones and Internet, phone banking or even ordering your medicines from the pharmacy. I’m sure, pretty soon people will give call center workers the respect and dignity they deserve.