Breaking the Myth

So this is the point when I finally felt tired. Just tired.

I still get surprised how fast people come and go in and out of call centers. In our wave alone, we started out twenty. In a span of 8 months, 12 have left and another two are on their way to leave by month end. So that would leave 6 of us remaining . Of the six, God knows who are secretly scheming to get that perfect timing to just vanish and that near-believable reason to put in that resignation letter.

So why do call center agents leave so fast? The pay is considerable. The workplace is so damn cold. They throw helluva parties every now and then . Food is served every now and then for free. Coffe is free. Movie tickets, disposable items or whatcahmacallit, and more perks come free-flowing. You get to pay a 60T-hospital bill for 500 pesos with your med insurance. Your team get funds for summer outings and you get to speak English with that mimicked American accent. So, the big question is, why leave?


The question have been haunting call centers for years. In fact, an article I read somewhere stated that the hight attrition rate is one of the foremost problems that plague the industry. Why? For one, the call center is just filler. A filler for nurses awaiting to take the NCLEX and those awaiting for the results of board exams they took. When they pass, they evaporate with happy smiles like leaving a place of misery.

If we are to change how the people inside call centers collectively perceive their work to be, I believe call centers, before anything else, have to break the myth that the jobs they offer is disposable. The belief is entirely false but it’s what most who share the profession, especially fresh grads, embed in their consciousness. I strongly think the job is stable. The work may be just all talk but it’s not too different from any customer service job. It’s not too different from my work at a bank before. I still do the same task –answering inquiries, getting things done for the customers, wrapping up a transaction, educating them of their accounts, providing information about products etc. The only difference is that aside from talking in a fake accent I imagine their faces – Americans cursing and screaming when they get upset. Nevertheless, it is a real job. A profession. In fact I am amzed by the academic backgrounds of many whom I had the chance to meet at my workplace. It's sad how underemployment have gone worse - engineers, nurses, accountants, teachers, bankers, businessmen donning headphones instead of practicing their craft.



The problem is that not enough is done to change the mindset of those who have the job. One can easily drift from one call center to the other. A year or two is too long for most that I can't help but notice though that the ones who stay the longest are those who have previous job experiences, except if you are a supervisor already who is cashing in the big bucks. I could deduce from such observation that the call center is not a good learning place for work ethics. The ones who had previous non-call center job experiences are most likely to have better working habits. They show more professionalism and are more serious doing their tasks. Many of those whose experiences are limited to call centers, I noticed, are less caring about their jobs. I would like to stress, not all but many. Lates, absences and other basic employment no-no's are not uncommon. During my probationary period in my previous job, I was never absent the whole time I was I probation. I was made to believe my job is serious, something noble and decent many would die for. I acted professional in handling my job because the people around me acted professionals and I was reminded everytime I walk in the office that I am one. I lived up to it and diligently and went to work on time. I was never absent for silly reasons like not able to wake up on time. It was always a consideration that my load will be passed on to my workmates when I don’t report to work. The job was more stressful than the callcenter job but it taught me so much about working habits. I am not saying call centers suck in work ethics. Apparrently though, people in it fare way below than other jobs. Looking around, it amazes me how call center agents can afford to be absent 3 months on probation for reasons that couldn’t pass for an emergency. It may be tough but the mind must be shaped to think this is not just a lip-service job – you dress for it, be serious about it and get paid for it like any other normal job. In short, it is a feasible livelihood. I have not heard of that being said yet.

There are times when I wish call centers could overhaul itself altogether and begin a paradigm shift. Certainly, it’s a comfortable place for unsettled professionals awaiting for their lucky strike somewhere else like me. Somewhere they can find peace of mind. Yeah, maybe that’s what call centers failed to realize, they have not tried to brand themselves as a place where with the sums of money they invest on their agents, they are also providing a stable job. Mind you, a stable job is something near having peace of mind in a time when a kilo of rice is nearing the peso value of the greenback. Instead, the industry fuel the flaming myth – call center jobs are disposable. There’s got to be something wrong. I can name more but it will be long. …

Just spilling out thoughts. I hate the thought of leaving. Or maybe I'm just tired.