What Your Teacher Never Told You About Call Center Agents



I’ve been working in a call center for quite few years now and I’ve learn best things that I’ve been able to apply in my personal life. Some may say,this is just a “no-brainer job” or people here are too “westernized“, common stereotype and misconceptions almost everyone is saying. But as for me, this is the best avenue that I can say I grew a lot more. Lessons I’ve learn are so invaluable.


1. Discipline


Navy Seals Training


I can still remember my very first day I stepped into the production floor. We were given instructions from time to time since day one and we were expected to follow chain of commands. I compare it most likely to a training of a NAVY seal. I was so surprised with people literally shouting (most likely making battle cry). This is really it! “Welcome to the world of BPO, said the senior agent. After few years, with around 70 people in that batch,only 3 of us are left. Inside our headsets are fiercest wars!


True enough,we change schedules from time to time, score cards are getting harder,competitions are getting tougher. The only option is to get better or we will be left behind. We have to adapt to change as quickly as possible.

2. Excellence




During training days, I was told the perfect analogy of excellence. If you are writing a letter and you make an error in the middle, Are you going to continue? Then the trainer told us what he would do. He’s going to write it on a new piece of paper, he’ll make it better and will be careful not to do the same mistake again. From then on, I worked on becoming the best, not to compete with others but to compete with myself. I set my own standards and hustled everything that I can possibly improve to stretch myself to the next level.

3.Humility & Right Attitude




For couple of years, I’ve met a lot of people along the way. Here’s the story of a colleague who experienced failure in his business. He’s name is Jon. Without having much options and jobless, he turned to BPO as his refuge. We got close to each other and became good friends. He said to me that one best thing he learned while working in this industry is that it made him humble; acknowledging people above him who are giving orders. Once I understood it, I saw the big picture. From then on, I appreciate my superiors all the more. When they gave orders, it’s no longer a pain in the neck.


4. Multi-tasking


Frustrated office work at his desk --- Image by © Blue Jean Images/Corbis
Image by © Blue Jean Images/Corbis


I was not a multi-tasker” but pressure pushed me to do so. I can still remember the very first day that my boss pushed me so hard to do my first sale. Noise everywhere, people were cheering for every closed sale, I could not understand why. I was so good with my previous job as a field salesman but here I could not even start my first pitch.


Then the next day,they wanted us to do things that were seem unreasonable but we did not have a choice. We had to follow until we learned. After many years, I got used to it. When I got the hang of it, I was able to personally apply it. People were amazed now how I managed doing things at the same time; I have small businesses, I trade stocks after shift, I do blogging, and some other things. I’m not superman but we’re doing same thing inside the office, we mastered the art of multi-tasking and working under pressure!


5. Saving and Personal Finance


credit to the owner


It is often a stereotype that BPO employees are bad spenders, not at all. I learned it here. I even saved up average of 30-40% every month. I bring baon and maximized incentives for my allowance. I mastered my system and I was able to successfully build a fortune out of an average salary. Now, I’m helping my officemates to practice personal finance and apply it. I proactively offered them books to learn from and I’ve been doing free consultation. Some of them are now already investing. For years of becoming a Personal Finance Advocate, there are a lot of open doors to share financial literacy.

7. You can learn from the customers




Would you believe that I was able to learn what I do today through those customers? Let me tell you a story. That was few years ago, I’ve talked to this blogger who was having some problem with her internet service. By the way, our company is the biggest internet provider in the U.S. so we’re on the I.T. help desk. Trying to engage a small talk, she was able to tell me her journey as a blogger and how she made it as a living. She’s running a cancer awareness website since she’s a cancer survivor. She even gave me tips on how to set up a blog and how to possibly earn from it.


Another story was an investment banker at Goldman Sachs I’ve talked to. When I introduced him that I’m also investing for a while, he encouraged me to try trading at least to maximize the earnings. He told me tips on books to read, and the importance of technical analysis. I can’t imagine how those people I don’t personally knew impacted my life today.



8. The Art of Selling





Selling is the “cream of the crop” of my job but far from the required numbers we need to give to the company are the lessons I was able to use outside the office. I became better at what I do and became effective in meeting new people.


9. Integrity




By far,this is the mantra of this industry. We need to be honest as possible. Our conversations are closely-monitored,and expected to act what we were told to do. At first,we were so paranoid and feeling awkward but we got used to it (conversations are fully recorded during the shifts). Warren buffet said,” Honesty is a very expensive gift,you can’t expect it from cheap people”.


10. Hardwork




Hardwork is non-negotiable! It is even an ordinary thing that we wake up at night and go to the workplace. We’re walking down the road while everybody is asleep. We get to work even on the fiercest weather of the night, to any situations. “Nightly-Grind” is in our blood.


I love listening to Michael Buble’ song ” Home” and when Christmas times and New Years are spent away from home, I always remind myself that I’m here because I have a purpose and I do this because somebody expect me to do so…





We work on holidays, We work on weekends, we work on stormy nights! That’s what we do, that’s who we are! We are your nocturnal heroes!


I rest my case!!!


39 thoughts on “What Your Teacher Never Told You About Call Center Agents”

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