Category Archives: Experiences

The real life experience of working in a Call center.

The intelligent employee

Most of the BPO employees, I have come across have very little knowledge about the industry in which they are working. Yet there are many who assume that they know everything and that they are the best analysts when it comes to predicting growth.

One of my friends younger brother was very upset because he couldn’t find a job. He was a graduate in commerce and had been hunting for a job for quite some time. He was working in a BPO and had quit the job some time back. As we sat over a cup of coffee, he started discussing about the difficulty in finding a job. I stopped him when I heard him say, "There are no jobs in the market because of the fall in dollar value".

I asked, "what does that mean"? He looked at me and said,"The profit margins have decreased so there are less jobs in the market". I asked him, "If that is so, why did you quit your job"? The reply surprised me. He said, "Brother, the BPO industry is the worst hit because of this recession. I knew that this industry is about to die. So I thought I would look for something in my field of education".

There are many more such youngsters who speak like this guy. There are many others who take such drastic steps like this guy. But is it the right step? We need to understand that is there is recession and is there is a fall in dollar value, it is equally applicable for other industries. These terms sound good to your ears but carry much more that what you hear. The economy of every country go though such turbulent periods but the governments take such steps as are necessary to control it and in some time the economy manages to tide over it. Such a turbulent period doesn’t mean that we throw away everything and start looking for greener pastures. You will find no green grass and would be late to realize that you have thrown away the little that you had.

The BPO industry is not a writing on a slate with a chalk, that it will be erased by a wipe of your hand. The reports prove that its is here to stay. Just wait for the right opportunities to knock your door and when it does, grab it with both your hands.

Relieving Stress

Relieving Stress from the BPO job

Working with a BPO is stressful? The pressure and work load in these call centers are indeed stressful and relieving it is necessary to maintain a work-life balance. I am a very serious beliver in this and have always been recommending holidays and outings to my team members so that they can relax and spend some time out with their families.

Deciding on what to do in order to relieve this stress is another important factor. We often tend to decide on a wrong outing, which later we regret have gone out for. This is also a loss of the much required holidays and only adds to the stress you already had. So my team members often walk up to me seeking advice on deciding on the best holiday and travel plan and sources available. That’s when I decided I would write this article.

Booking holidays that are affordable and cheap is most important of all. A reliable and good travel agency that I stumbled upon is Holiday Hypermarket. They offer cheap flights, excellent travle packages to almost every part of the world with very few or, minimum formalities. At Holiday Hypermarket, one would at least not be under the stress of determining if the holiday package is the best for you or, not because you can build your own holiday. A travel agent that is worth a visit is Holiday Hypermarket.

I would keep posting more such tips.

First day at office

It was 5 months without a job. To survive, especially in a city like that of Delhi, was a challenge. But I had to, just because I had no option. Interviews and rejections were now normal. So I now wanted the abnormal to happen-to get selected.
A day came; there was nothing special about it. But the abnormal happened. I got a job. It was now preparing to go to office for the first time. I started off with buying a few good trousers and shirts, a file to carry my stuff, a nice pair of shoes. But budget was again the deciding factor here. I was wondering how it would be to work in a multinational environment. I just couldn’t wait longer. I wanted to work.
I couldn’t sleep the entire night. I waited for the first ray of sunlight to tell me that it was dawn. Finally it came and I jumped out of my bed and rushed to get ready. It was time to go. I ran down the stairs to the bus-stop to catch the first bus and as I did that, I made sure that I informed everyone who came my way that I was going to office.
As I entered the gates of the company, my heart-beat increased. God knows what is in store for me. What is the Boss going to be like? How would my colleagues be? As I waited at the reception for the concerned person, my mind had become a question bank, full of questions which had multiple options.
The HR person finally walked in, answering all my questions and guided me through the office to the induction room. Here I was amidst a group of similar people; people like me, joining to kick start a career. My fear and hesitation vanished. The way the officials made us comfortable was admirable. We never got to feel that we have joined a new company. In no time we were one of them, and we behaved like one of them till about a few months back when I parted ways with them.

The environment in a BPO is the friendliest that you could ever find anywhere. Professionalism and culture is the mantra. What better way to start off a rewarding career than with people who lead you to where you want to go.

BPO-The myth

I faced this couple of years ago and I am sure there would be lot of people who would have faced the same situation.

A friend of my father came with a marriage proposal for me uninvited. The proposal was for his daughter. He had got to know from somewhere that this son of this proud father was working in a multinational company, earning a handsome salary. He went after talking a lot about his daughter, not listening to what my father had to say only to come back the next day and inform my father that he would not be interested in considering a proposal with a guy working in a “CALL CENTER”.

The job in a BPO has always been considered inferior. But the question is why is it being considered inferior?

Wouldn’t I want to speak to a competent person when I call up a customer care? With phone based customer care and phone based sales offers gaining importance; that too just because I would prefer to sit at home or, office and avail of these facilities, a good customer care representative is what anybody would want to speak to when he calls a toll-free number.

So when these representatives are involved in a ‘Service’, how can that job be inferior? It is indeed not inferior but is comparable to any other white-collar job in the society. It is at least better than those jobs where the name is given to ‘Service’ but ‘corruption’ is the name of the game. These representatives at least do not have that option.

We need to accept that a career in a BPO is like any other career and should look forward to tapping those hundreds of thousands of opening that the BPO industry has to offer. The Myth that we have had about this industry has to break and we need to participate in the growth that this sector has to offer our society and economy.