This article is my tribute to all my colleagues, Communication skill trainers, Product training coaches, TLs, floor walkers, second level front liners, QAs, STLs, OMs, SOMs I have worked with. Most especially my sister, brother, cousins, and friends who worked at this industry.
Although the above description of a call center agent is not that accurate atleast you will have a picture on your mind what its like to be one. We call virgins or newbies for a new comer that enters a call center world. We have a lot of jargon words we used on the floor that is a big NO NO on a call or else you will have marked down on your score card for some it's an auto zero. Virgins still have a halo wearing on the vicinity of the company. They follow rules and regulations. They usually play Simon says because what the trainers will say they will do. English Only Policy(EOP) sometimes they dreamt of speaking in english, reliability, and studying lessons at home. After 3 months, little by little their halo becomes little horns and will grow as they grow old in the industry.
AVAYA and headset are our number 1 weapon. We love it though if either of them doesn't work because if they don't work we will not have calls and an alibi if it is queueing. Then bubble burster TLs will call your attention why you're not auto in and they will do everything to have you auto in. Auxilliary modes are our petics mode hoping that workforce team wont flag or ping our TL, QA, or our trainer. It is where bucket trainings, team meetings, one on one coaching or you're just the favorite agent of your TL happened during petics mode. Team buildings, events, awards night, incentives, and 13th month pay are some of the highlights of this industry.
I learned neutral accent, phone ethics, high compensation and benefits compared to being a normal office employee, vertigo and insomnia, these are some of the things that I got joining the industry. I have a lot of things to say but I'd rather not for a lot of reasons.
Are you one of us or do you wanna be one of us?
photo credit: http://farm1.static.flickr.com/104/272329655_242204d84e.jpg
I used to be one of you. Then I got tired and focused on other more important things and I have no regrets!
ReplyDeletei was once, for almost 5 years before i gave up work to be a stay-at-home mum. your description made me look back + miss the old days, but i will never trade what i have now for the world:)
ReplyDeletei have no choice but to get back in this industry. however i'm happy to get back. i missed the old days. hope and pray that i'd stay in one company for the next 3 yrs at least. :)
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