I often wondered what it’s like inside a call center? I’m sure some of your friends are call center agents, it’s one of the popular careers in the Philippines since the boom of call center industry a few years ago. Fresh from graduation 6 years ago, I received a call from Etelecare and right then and there, the caller interviewed me and invited me to come to their office for another round of interview. Apparently, I passed the initial phone interview but I didn’t go to their office because I don’t want to work on a graveyard shift. I’m grumpy when I lack sleep, and I hate answering phone calls.
But my curiosity still hasn’t died down about a call center environment. With thousands of employees, I’m sure it’s noisy out there. So I asked my sister-in-law who works as a call center agent and she helped me visualize and satisfied my curiosity. They call their working area as “floor”, and once an agent enters the floor, he/she is not allowed to bring his/her mobile phones and any pens/pencils/writing materials with him/her. It’s only their computer, phone, coffee mug/tumbler and jacket because it’s freezing cold out there. But she laughed at me when I thought that the agents are the ones who are dialling the numbers with the help of a list. She made it clear that they are not geeks, most call centers use a hosted automatic call distribution service to take care of incoming and outgoing calls. Aside from the hardworking agents, the computer also is working hard to contact phone numbers in the database before it gets passed to an available agent. Cool!
Despite the pressures agents deal with, the call center’s environment is always bubbly and dynamic. Bright-colored interiors and furnitures, unlimited coffee, bean bags and other unique perks are the things agents enjoy. How about you, care to fill me in with your call center stories?