I've been in the Call Center business, both inbound and outbound calling, for over 3 years. Currently, my line of specialty is doing outbound or much known as "cold calling." I can say that I gained most, if not all, of my experiences when I was still an inbound specialist than an outbound agent. Furthermore, the former did lift my potentials while I'm performing the latter. However, the core reason for this "Thingamajigs" is not to express how great and successful I am in my work. Gee, of course not. I want to convey a message to those people who think that being a Call Center agent is as easy as peeling a banana. Based on my noble experiences as a valiant knight of the Business Process Outsourcing (BPO) castle, it takes a lot of Lions and Owls to be very effective in this work.
One should not only have the wit, but being brave as well. But since there are those who inherited the genes of the 3 Stooges, misconceptions about this endeavor rose. To address this "he-works-ONLY-in-a-call-center" thinking, let me elaborate the topic further. Below are 7 reasons why being a Call Center agent is not an easy stunt to do—all of which I have had literally experienced.
1. Smile! Smile! Smile!
When we were yet to battle in the call floor, our trainer always told us to wear a smile during every call. The first thing that came to my mind was if I'm being trained to be an agent or a clown. Eventually, I found out that smiling really helps especially when you're trying to cool down the hot-head of an irate customer. "What kind of sorcery is this?" I told myself. Technically, this magic applies only to those individuals who are not lazy enough to smile for more or less 8 hours. I admit that I can't perfect this technique, though, given the fact that I've been in the business for over 3 years. By that said, a person, who doesn't even know how exactly the labyrinth goes, has no right to say that this business is just like peeling a banana.
2. Beating Around The Bus, I mean Bush
Sometimes, when you are faced in a certain predicament where you don't have yet the solutions/answers, you have to be creative. As an agent, there are times you need to pull out information or call other useless departments—which can't solve the problem either—thus, you need to let the customers feel that you're working; allowing them to sense that you're passionate and willing to aid their concerns. But, in reality, you're shirt is soaked in sweat due to profuse nervousness. This usually happens when I'm doing "cold calling." Because I know that they can sense a "Telemarketer" calling from the other line, I have to be very creative and careful with my pitch. If my diction works, best-case scenario is a "Sale." Or, worst-case scenario, hung-up and/or "Not Interested" if it's the other way around. But of course, you would not understand this. You only imagine of peeling a banana day by day.
3. Insomnia is a Beast-Friend
Although there are instances that an agent can sleep soundly, depending on the type of account he/she is assigned, it is still undeniable that, in most cases, you lack sleep. Why? This is because you need to be fully awake to accommodate the other side of the world. You need to put all of your senses into work. Because if not, chances are, your superior will scold you. Trust me. I had my moments, too. Also, if you're too sleepy, you'll most likely to perform badly. Truthfully speaking, doing this job is hard. You can't just tell me to peel a banana when I'm currently busy pursuing a customer. C'mon!
4. English 101
Basically, you really need to know how to communicate using the English language in this field of work. You don't want Americans to use a Google translator when you're calling, don't you? Nonetheless, perfecting the language is neither a requirement nor a key factor. Centers are more concern of hiring average English-oriented applicants than listening to your College Dean's graduation speech. Ironically, those people who talk bananas about Call Center agents are the low-average. Again, IRONIC!
5. Call Back Later For Uncle Sam
As mentioned previously, one needs to efficiently communicate using the English language. This is because they need to talk to Uncle Sam or, sometimes, Crocodile Dundee. You can't build a rapport with them if you haven't learnt English not unless your Mom has taught you so (while in her deathbed). The thing about this is ignorant people think that it's easy to empathize with Sams as long as you know their language. It is definitely WRONG. Like other races in the planet, we all have distinct languages and cultures. This is an edge that a banana-brain individual can't suffice.
6. Phone Etiquette... What?!
Of course, a narrow-minded person won't understand what an etiquette means. Although he/she may know the definition of the term, acquiring the proper utilization of the word is a different story. Just like how this terminology applies to hospitality businesses and the likes, the same old-fashioned story works with the Call Center business. If an agent provides the proper phone etiquette, his/her performance will be themed with rainbows and leprechauns. Nah... don't mind the latter. The word synchronizes with bananas only.
7. He-Is-Only-A-Call-Center-Agent Dogma
Seriously, I don't know if the word, Dogma, is merely right. I want to utilize the term, though, to let those banana-eating maniacs understand why this belief system is futile. After posting this and a person would confront me about the it, I'll entertain him/her if he/she meets the standards I precisely discussed. With how people have looked-down on this type of work, it's inevitably becoming absurd. They don't even think how tough and compelling it is. Personally, I don't know what is the exact reason why those bird-brains call this job a mediocre. I mean, you need to have quality and efficiency in-order to surpass the workload it'll ask. You need to perform professionally to have higher salaries. You have to practice accordingly to meet the fast-changing environment of the Call Center world. It's totally different from what mindless people conceive. Regardless of the details I said and expressed, being a Call Center agent is a noble job—a description I want to impart. Lastly, I'm uttering this not because I'm an agent myself. But, as long as we earn money in a professional and honest way, there's no way we can just looked down other person's way of eating a bread. It's a mere fact that all of us, including me, should consider and learn instead of peeling a banana.
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