Call Centers: Paving the way of career advancement

By Virginia Anthony-Magallanes

IT WAS not too long ago that call centers became one of the fastest emerging industries in the Philippines. What started out as simple providers of e-mail responses and handling services as early as the year 2000, now became the largest business process outsourcing service providers paving way for more employment opportunities to thousands of Filipinos. By setting its trend in the services sector, it continues to be in demand by off-shore clients.

Since it is catering to a wide range of services which provides to all sorts of industries like travel services, insurance, telecommunications, credit card accounts, fund raising organizations, and a lot more; the need for call center agents increases and continues to grow.

Armed with our English speaking skills, it does not come as a surprise why Filipinos are the most sought after call center agents in the world, with Indians ranking second to us. In addition, we are hardworking, patient and do not mind being assigned to graveyard shifts.

The best opportunities for career advancement is with a call center.

Why do I say this? For starters, it does not matter what your civil status is or what your grade point average was in college. Gender or sexual orientation is never an issue. There is also no age limit or any height requirement. As long as you can speak good English, can handle the pressure and willing to work on graveyard and shifting schedules, you are the person suited for the job.

I will pose this straightforward declarative inquiry: Why work in a call center?

I can cite a good number of reasons.

First, the job is not monotonous, it requires a certain degree of excitement and certainly the job description possesses a satisfying job responsibility. Since you get to interact with different types of persons, your ability to adjust and to be flexible is greatly tested. The scope of the job entails one to hone their communication skills, negotiation capabilities and sales aptitude. It also improves one’s self-esteem and self confidence. Undeniably, being proficient in the English language is an edge which a call center agent aims to have. It can also be considered as an advantage and a symbol status of being a professional. For sure, there will never be a dull moment when you work in a call center.

Second, even if one works at an ungodly hour, a call center agent is assured of a very good salary. A customer service representative salary is estimated to range from PhP15,000 to Php25,000 a month as starting salary, depending on the package or what kind of account one is handling. If one shows good performance, he or she gets promoted to a higher position with a salary grade of PhP25,000 and above excluding all other benefits. The promotion in a call center industry is fast and the chances are greater. Come to think of it, it is not bad for one whose main asset is his voice and communication skills.

Third, all call center agents work in an air conditioned area, provided with the state-of-the-art computers and other equipment to better facilitate one’s job. There is always a sufficient supply of caffeine to fight off sleepiness if assigned on a graveyard shift. Air and ventilation are always well maintained not only for the convenience of the call center agents, but also to keep the computers and other facilities in good running condition.

Fourth, you don’t need work experience to start working in a call center (except for positions requiring technical expertise). Call centers are willing to train you from scratch, with the qualification that you possess the minimum skills and capabilities.

Fifth, there are a lot of call centers to choose from. Just take your pick and decide which location is most convenient for you. From the busy districts of Metro Manila, Ortigas Center in Pasig City, Makati, Quezon City and Fort Bonifacio in Taguig down – all from the National Capital Region (NCR); and the cities of Baguio, Angeles in Pampanga, Lipa in Batangas, Bacoor in Cavite, Santa Rosa in Laguna – all in Luzon; Bacolod, Cebu, Iloilo – in the Visayas; Davao, Zamboanga, and Cagayan de Oro, in Mindanao.

Definitely, this only shows that there is an abundance of call center opportunities all around the Philippines.

Now, where can you find a job that allows you to interact with all kinds of people around the world? The answer would be at a call center. Does working in a call center allow for career advancement? The answer would be in the affirmative given the reasons already discussed.

Looking for a job that offers you a wide range of opportunities, allows you to grow professionally, and be well compensated at the same time? Then work for a call center. Its the way of career advancement in the 21st century.*