Life inside the Call Center

This is the essay piece i've submitted for the essay-writing contest during our TQA (Total Quality Awareness) week. What is life inside the call center industry. I am a part of this industry taking calls for eight hours, or twelve hours due to high volume of calls. Wherein you tend to work in shifting schedules, sometimes, almost argued with an irate callers. Composure and patience is highly needed for this type of profession.

But the question is... what's it like? What is life inside once you stepped in the call center industry?

Philippines is one of the fast-growing country choice for call center operations, it was set to be the call center capital of the world. It is also considered as one of the popular jobs int he industry today. But what is life inside the call center industry? Let's take a sneak peek of those people behind headsets. It's not just you'll answer or attend such a regular call, neither giving a friendly advice over the phone. It is how you analyze, and provide appropriate resolutions as well. It is also creating lifetime connections, with every client who calls in.

Specifically, it has something to do with the client's inquiries, sales-handling and most of all handling certain complaints. Complaints with the terms of service or with the person who have not treated them well during their call. Sometimes you'll be ended up with an irate call, or even an escalated call, which is, the client demands for the supervisor, in which they've preferred to talk to. Well, if you're good at an irate caller, you can also even handle it. Most of the calls were prank callers and dropped calls without concerns at all.

It is also working at its fast track; you have to maintain focus with your call all the time. Because most of the calls were recorded and evaluated by the QAR's (Quality Assurance Representatives). Being composed with every call, it also depends the quality and one's responsibility. You have to treat your every call as your first call.

Working in a call center, you still have to toe the lines. Inspite of being stressful, and sometimes it compromises a lot of things. It is one of the practical experiences in life that involves advancement of one's career. Sometimes, people would think that once you stepped in this type of industry, though it was to be the "dead-end" of one's career. But they wouldn"t know it leads to a clear career path , It leads to a greater learning and an open door for great opportunites as well.