Are you nocturnal, lacking sleep, prefer to take shortcuts in life but still feel empty? You know you can do better than what you are doing right now but are afraid to take the hard and fulfilling route? You know you have much better talents and skills and yet you don’t want to work them out because you’re afraid to take risks? Is your mind deteriorating a bit due to dull and repetitive work patterns?
If yes is your answer to all those questions, then you are most probably, a call center agent. You see, I too have worked for a short time as a call center agent. I was exposed to another side of career life as I was undergoing personal transition periods.
You see, at that time I was experimenting on what career path suits me. I was looking for a career path that would compliment my status as a freelance musician. A day job that wouldn’t get in the way of my dynamic schedule as a musician. One of the paths I trekked is applying as a call center agent.
Why I made this decision points back to a single word: curiosity. I have always wondered and asked myself some questions. Why do a lot of people apply at call centers? What’s in it for them? Why do they abandon their real fields of specialization and become a call center again instead?
And in my few months stint as a call center agent, I can summarize everything in a single phrase analogy: instant meal. Easy to prepare. Satisfies your hunger. Tastes all the same. Repeated eating will leave you craving for a real prepared meal.
Easy to Prepare
It’s fairly easy to get accepted in any call center. All you need to do is brush up on your high school English or take a crash course review, and imitate the accents of Americans you hear on TV and movies. Then you will have more or less a fair chance in getting accepted.
Satisfies your Hunger (read: easy cash)
This is probably the most enticing factor why people take the easier route. Call centers pamper their employees with higher than average starting salaries and other incentives such as free cellphones and bonus for referring a new employee.
Tastes all the Same
Although each call center division has different clients and products to support, everything you do is basically the same thing: you answer calls, you calm angry costumers, you become a sponge for their grievances, and sometimes, fury. It is a very stressful job even if all you do is talk.
Leaves you Craving for a Real Meal
A very large percentage of call center agents have real fields that they abandoned temporarily because the “call” of a call center is much more enticing and a LOT EASIER to pull off. I have a friend, he was an excellent concert pianist, he even trained for some years in a premiere music academy in Russia to perfect his craft. But upon returning home to the Philippines, he suddenly decided to become a call center agent.
Of course, I respect his choice, but if you ask me, it was just like he wasted his time. If he still pursued and worked hard as a concert pianist, it would have brought him around the world and he could earn so much bigger than any call center can give. But he chose the easier path.
Still, most friends of mine who were agents left the call center life because they got tired of the brainless work. They all returned to their real fields and judging by the way they tell me their story, they seem relieved.
Then I Left…
As for me, I easily got bored at the call center routine. I left that path and have no plans to ever return again. I’m a musician, an artist, and even though it is not an easy path, it is my calling, and it is what I choose.
(image courtesy of www.telemarketingdotcom.com)
Related Links
Life of A Midi Arranger
Karaniwang Tae, animation by Edwin Guillermo/music by Diwa de Leon
12 Comments Received
May 2nd, 2008 @11:52 am
Maybe it’s really not just your cup of tea.
It actually depends on what type of call center job you selected and if it’s really in-line with your field, interests and passion.
I’ve been a call center agent for two years, as a Technical Support Representative. With this position, I learned a lot about computers and how everything works, things that were never taught during my college days as a BSCS student. So, in a way, my job helped me improve technical skills. I use these to solve problems with my own computer, and also my colleagues. I earn extra cash because of it.
Being in a call center, the tasks are bound to be hard especially meeting all the requirements plus the shifting schedules, stupid racist customers… On top of that, some of your bosses can be a real pain in the ass.
It’s not really my dream but all the hassles are compensated by the high salary that cannot be provided by a day shift desk job.
Compare (salary, responsibilities, perks, downsides, etc)…
1. Sales Agent (callcenter) vs. Sales Clerk (in malls)
2. Customer Care (callcenter) vs. Customer Care
3. Technical Support (call center) vs. Computer Technician
4. Operations Manager (call center) vs SM Supermalls’ managers
May 2nd, 2008 @11:59 am
Thanks for the post. But as they say, money can’t buy you happiness.
The type of call center job I got before was very much in my interest. It was a call center for a video gaming company. But you are right, it is not really my calling as I’ve already stated in my post. I actually hate answering phones even at home.
Call centers encourage you to stick to what’s easy and not strive harder anymore to pursue your real dreams. They shower you with luxury, but eventually you will still feel empty. The only exception to this case is if you we’re meant to be an agent. But most of the agents I know, this isn’t what they dreamed to be.
You have a point in your salary comparisons, but what I’m encouraging the readers to do is: Pursue your real dreams in life. Don’t take the easier and shorter route. And I quote from a movie (forgot the title) “There is no shortcut to happiness.” We always have a choice.
Oh, and I’m very happy with my current job now as it is in my real field, which is music.
May 2nd, 2008 @4:06 pm
i think that quote came from will smith’s “pursuit of happyness.” nice movie. nice blog entry.
May 2nd, 2008 @6:04 pm
that’s what i’m trying to explain all the time. i have nothing against call center agents but hey, that’s how i see things. some people just don’t belong there. when we work, we’re not just after the money. there’s a thing called ’sense of fulfillment’.
May 3rd, 2008 @3:19 am
I’m working in a call center (an agent) but I neither answer phone calls, e-mails, nor chat with customers. I even work during daytime and get at least 8 hours of sleep daily.
Just like Meiko, this is not my dream job. However, I am happy with it. This is not because of the high salary but because I feel blessed to be working in a cozy environment, going to other countries for training, having numerous paid vacation leaves, etc. If I’m working as a bank teller or a hospital nurse, I will not be experiencing/having everything that I mentioned.
Mind you, happiness is a state of mind and fulfillment is a different thing. Some people have built companies, climbed the ladder to the top, but still aren’t fulfilled; while some people haven’t achieved anything but are very much fulfilled and contented with what they are doing.
May 4th, 2008 @7:19 am
“Just like Meiko, this is not my dream job. However, I am happy with it. This is not because of the high salary but because I feel blessed to be working in a cozy environment, going to other countries for training, having numerous paid vacation leaves, etc. If I’m working as a bank teller or a hospital nurse, I will not be experiencing/having everything that I mentioned.”
so you mean to tell everyone that even without a high salary, you’ll be happy with just those perks? and besides, aren’t those ‘bonuses’ the same as what your salary is, which is payment equating to your position in the company? because, if it isn’t, then your janitors should’ve been getting the same bonuses as you have.
now, if you said that you’re happy because of what you’re doing, not of what you’re recieving, then that might be a more sound argument.
May 4th, 2008 @7:29 am
Nice post. I also worked for a call center for a year. But I opted out when I felt that I was no longer growing. Entering call centers is really a big enticement for fresh grads and even for those who are after a better financial state. I can’t blame them. But then, in my case, while I was in a call center, I still maintained some of my pursuits like writing and being a volunteer in a youth org. If you work for a call center, you should still stick to what you really love doing. Otherwise, the stress of the job will drain your life away. :p
Nice analogies! Great post!
May 7th, 2008 @5:31 am
Andy, the answer to your question would be yes. I am happy with what I’m doing plus I am happy with my condition and other “bonuses” (as you call it) that comes with my job. Also, your logic regarding the “bonuses” is correct and incorrect at the same time.
Anyway, not all contact centers are the same and not all agents do the same thing (i.e. talk to customers), are stressed out, and are after the high salary.
May 8th, 2008 @5:53 am
Hi guys, in my honest opinion i don’t agree that there is no growth in the call center industry and i don’t agree that it’s boring. if you say these kinds of things it may mean that your just making excuses for not doing something about it or you just don’t want to be here. If your having the same routine over and over again then all you need to do is change your lifesytle, find some other things that can motivate you while you enjoy going to work and get good compensation.
It’s hard too manage people from different walks of life, it’s really challenging for a person to come up with a way around making all those people work as one to aim for one goal and too see people succeed and climb up to the ladder of success is fulfilling for me. Seeing other people improve and succeed in life because you’ve done something to help them makes me feel good.
Stress is just part of being in the industry. expect the worst, you just have to now how to effectively handle it and work around it.
As others say there are many things that you can learn being in the industry. people skills, managing techniques, technical skills and communication skills are just few of them.
Diwa’s comments are like grievances of an agent and i respect that, what i don’t understand is why do people say that call center is the easy way out. well it’s not. IMHO Call Center people are very competitive it’s just how you motivate them and mold them to become leaders and managers and be productive.
It’s all up to you if you want to climb the ladder of success or just stay being an agent.
May 8th, 2008 @6:48 am
You don’t need any specific college degree or specialized skills to enter a call center and you get paid a very huge salary. It IS easier compared to more specialized jobs. My opinion is not a grievance because if you really read it well, you would understand that I was only trying it but really wasn’t happy with it because it was like insulting my intelligence.
I already was a college graduate when I tried the call center thing. But I craved for something more challenging, something more specialized. Something that makes use of my college education even if the salary is much lower.
I’m not grieving, I’m actually celebrating that I got away from the call center life.
Oh btw guys, please stay on topic. I’m only discussing here about the entry level call center agent. I’m not talking about the accountants, HRs, managers, trainers, etc. Just the agent, the one we all know.
May 9th, 2008 @4:03 am
Your right my bad topic is about an agent. haha. Well i guess your saying that your celebrating you got away from your call center life because your heart is into the entertainment industry. lolz but i still think call center agents are more competitive than regular employees. It just got into my nerves when it seems like you were looking down on agents, the hiring process and stuff but i’m over it now. I guess it’s really hard to do something that you don’t have any passion on.
It’s an honest paying job and it works for me. peace out!
May 19th, 2008 @5:13 pm
Call centers are a big waste of time they make you write a test to get the job and they set a standard for you to pass the test. If there standard is 75% and you get 70% you don’t get the job. After getting the call center job it becomes very boring and this is not a career. Management is corrupt and they don’t give a shit about you. My advice is stay away from call centers go to a real office environment where you get respect.
Leave A Reply