If we don't take care of our customers, someone else will.
Business Processing Outsourcing (BPO) has been one of the most successful and well-known business industry in the Philippines for more than a decade already. Most of you must have known at least one call center agent who has a very twisted body clock due to the unusual work schedule in this business. There were a lot of professional people who have finished college but chose to work as a call center agent instead of practicing their profession. Why not? The BPO industry pays well. You get to receive above minimum wage plus different perks and benefits as well as bonuses.
But are there any specific reasons why Philippines has been one of the top chosen countries for the BPO Industry?
I've listed a few things here that might answer our question.
Why does the BPO Industry stayed and grew so much in our country?
Filipinos are known for being hardworking people. We always do our best to be able to provide for our family and give them a better life. Sometimes, we tend to forget about ourselves for the people we love. We even disregard our personal health at some point.
The patience of Filipino workers are incomparable. Call center agents have a very difficult job especially when they deal with irate American customers. It became a part of their job to endure receiving curses, foul statements and insults. They're thrown with offensive remarks from the customers while being required to still smile, be nice and apologize eventhough it's apparently not their fault.
They don't complain or they're willing to endure the long and tiring shifts that usually starts at night or during wee hours. The crime rate in the Philippines is not very impressive so going out late at night to work is really a risk and might not be the best idea. But Filipino call center agents are very much committed to their work and are willing to face the danger in order to deliver their job well.
Furthermore, Philippines is an English country. English has been a major subject in our country's education system. It's been a part of the curriculum eversince and has produced a lot of fluent Filipino english speakers. A lot of Filipino call center agents can actually speak english using an American accent due to years of experience. Others have neutral accent that's easy for Americans to understand.
The quality of a Filipino's job is impeccable. They would always do their best and squeeze the last ounce of their skills in order to produce the best possible result. Call center companies would really train their employees religiously before making them handle a call. They make sure that the agent is prepared before making him start doing his job. Most companies have high standard and they can be really picky when it comes to choosing their employees. So, rest assured that majority of the Filipino call center agents really know the nature of their job and how to properly handle it.
The BPO industry has helped a lot not only in our country's economy but also on every call center agent's life. It's a tiring and challenging job which requires physical, emotional and mental strength. It would drain your energy and can even make you a "living zombie" as they call it. But there's no such thing as an easy job. Let's just hope that this industry will stay and will hopefully flourish in the coming years to be able to help more people realize their dreams.
Anyone Here Tried to be a Call Center Agent (CSR) ?
