Death of a Call Center

After being in the business for more than three years, a call center that i know so well decided to fold and close down the business. I was actually surprised when I first heard the news and thought it was just one of those closing-call-center-gossips but when my old colleagues who were working there asked me for a job, I knew right there and then that the news was true.

It was a call center located in the heart of Manila, my first ever call center. It’s what you may call my “portal” to the call center industry. I still remember my days there as an agent and as supervisor, my first conversation with an American over the phone, my first rejection, my first sale, my first ‘closer’ award and my first promotion. I actually thought that it would be my first and last call center but like what my mentor said, there is a bigger world out there… venture, and I just found myself out of Manila and into the corporate area of Ortigas. But anyway, going back to the topic, I honestly believed that that call center would do well and grow big since it is backed by two of the biggest business entities here in the Philippines but I guess I was wrong. From what I’ve found out, conflict after conflict from the owner and the backer slowly weakened what were once the strong pillars of the company. It was a domino effect, management slowly crumbled, people started leaving, campaigns started pulling out and then the inevitable happened, after more than three years of survival, the company that I thought was going to be great closed its doors and decided to leave the industry. It just proves that it’s not just about who is backing you up because at the end of the day, it all boils down to you and your people. Why worry about someone catching you when you can just avoid falling simply by taking the right steps.

Looking back on that event, I am proud to say that the organization that I am with right now is doing a great job. More power to you guys and keep up the good work.

-rgs