Why do people move from one call center to another?

[Researcher]

I'm doing a thesis on the call center industry and I need as much help as i can. I would like to ask: Why people move from one call center to another?
Thank you very much for those who will reply. :)

[El Mariachi]

--Other call centers pay more diffrence of 2k to 6k depending on experience of the agent
--Easiest job to get these days... minimum requirements
--Fast paced (the reason why its not for longterm)
--Bad experience from previous call center concerning management... These incidents are not so remote because 95% of the time we work with young people so the tendency is to play around disregarding professionalism at times. Not at all harmful because it is also this industry's appeal. Young and full of energy.. or in our words "kakulitan". pros and cons at the same time
--promotion can happen within the span of 3mons to one year... which would mean more cash...

sensya na.. nadaanan ko lang post mo e and im on a rush. if you need more help. email me

[Researcher]

Thank you po El Mariachi :)

[s0undwave]

in the end I feel it's a combination of (1) greed and (2) short-sightedness. You have to conceed that most agents are young and given that kind of a maturity level a lot of them don't really know what they want or perhaps how to get there. They tend to go for the highest offer instead of investing time and energy into actually advancing to higher positions instead of becoming higher paid reps. This just turns their resumes into imitation Swiss cheese...

they also tend to be rather fickle about how things should be run. a lot of times they equate tenure with the notion they should be promoted when the length of time you spend working any any company, call center or otherwise, has nothing to do with the position you deserve. as a friend of mine always says, compensation is always directly related to skill and this would also follow for promotion.

lastly, this lack of maturity keeps them in the mindset that being in a call center is not a serious job, that supposedly they're not going to stay long so they don't make any career plans within the industry. in reality, a job is still a job so it does not make it any less viable than "traditional" jobs.

it all boils down to the initial labor pool. let's face it - call centers a filled with kids...

[Researcher]

thanks so much for you insights soundwave :)

[BeePeeOOO]

WHY STAFF on FLOOR LEAVES:

Accounts/clients are limited in the call center. One call center has up to 32 accounts in the Philippines.

overtime pay issue:
SPECIAL overtime pay for TLs with additional food and transportation allowance in one call center while another call center does not pay overtime for TLs. Imagine being in the office for 13 hours with no pay for those extra four hours.

One call center has 12 CSRs under one TL while another has up to 32 CSRs uncer one TL. OVERWORKED.

An account that pays DOUBLE in another call center.

An account that has a script that TRICKS the customer into buying a product without proper disclosure. - An issue of MORALITY.

An account that where the CALL CENTER deliberately covers up the scamming of its customers through bill padding and poor service - its the CSRs who are in the front line of the cover-up. -An issue of MORALITY and INTEGRITY.

Better schedule. One call center has an account that changes night to day shift weekly. It damages the immune system!. research the internet - there are lots of medical and scientific

[Researcher]

thank you BeePeeOOO. :)

[BeePeeOOO]

REPOST WITH ADDITIONAL INFORMATION!


WHY STAFF on FLOOR LEAVES[REAL LIFE SITUATIONS THAT EXISTS:

Staff discovers that account is too difficult and stressful and that the training is lacking too much. example: a corporate database where the search engine does not work properly. Staff discovers that there are valid customer complaints that cannot be answered though corporate database. - This results in lack of job fulfillment - you are not able to help the customer.

Accounts/clients are limited in the call center. Limited lateral movement opportunity. One call center has up to 32 accounts in the Philippines.

overtime pay issue:
SPECIAL overtime pay for TLs with additional food and transportation allowance in one call center while another call center does not pay overtime for TLs. Imagine being in the office for 13 hours with no pay for those extra four hours.

One call center has 12 CSRs under one TL while another has up to 32 CSRs under one TL. OVERWORKED.

An account that pays DOUBLE in another call center. Yes , I even know the account name.

Gaguhan sa remittance ng SSS, PAG-IBIG at Philhealth.

Violations of the terms of the employment contract by the employer.

A call center that does not give leaves for probationary employees. Leaves enable you to have a work and life balance.

A call center that IMPOSES unrealistic incentive scheme while in another call center that same account pays agent like 25K - 45k per month in commissions - inbound account pa yun.

An account that has a script that TRICKS the customer into buying a product without proper disclosure. - An issue of MORALITY. WAG PO TAYO MAGING SCAMMER AT SLAMMER.

An account that where the CALL CENTER deliberately covers up the scamming of its customers through bill padding and poor service - its the CSRs who are in the front line of the cover-up. -An issue of MORALITY and INTEGRITY.

Better schedule. One call center has an account that changes night to day shift weekly. It damages the immune system!. research the internet - there are lots of medical and scientific articles in the internet to prove this.

I HAVE "TONNES" MORE OF INFORMATION. I like planting bubwits everyhere being a former research staff for a foreign investment house and also as its compliance officer investigating corrupt employees. Just feel lazy to post all of my findings.

[mugukiller]

wow, beepeeooo, you pretty much covered everything there.... and all of them are pretty accurate too...

i sincerely hope your dear readers won't ever become victims of the situations you have painstakingly detailed...

some of us, however, aren't as lucky...

[BeePeeOOO]

An account/client that imposes unreasonably high performance standards so as to pressure a staff not to stay too long in the account.

[blackdragon]

- the company doesn't inform the applicants of what are the benefits, how much would they be getting, and what the job would be. False promises are one of the major factors why an individual leaves a company.

- company's management system is a major factor as well, esp implementation of policies

- same way with the applicants, they don't know what they're getting into. They are not ready for the job (those who applied and said they're just going to try...)

- applicants who were already informed of everything (night shift, bond/non-compete) but insisted that they are ok with them, but actually not. so when they start working, they realize that "call centers are not for them"

- applicants who are "compensation-driven", who only work for money, and money alone. same way with applicants who want to be promoted faster, who are expecting that since "they already came from a call center, they expect to be promoted earlier". this is very true when an applicant came from a reputable call center applying in a not-so-reputable one.

i'll still add if i get to think of anything else...

[lordtaz]

people move from one call center to another because of the promise of BIGGER pay but LESS work. ang mga tao sa call center ay puro pera ang habol sa buhay! it's easy money without breaking a sweat!

[mark_srb]

people move from one call center to another because of the promise of BIGGER pay but LESS work. ang mga tao sa call center ay puro pera ang habol sa buhay! it's easy money without breaking a sweat!

yeah right! ikaw ba ano ba habol mo sa buhay?

[s0undwave]

people move from one call center to another because of the promise of BIGGER pay but LESS work. ang mga tao sa call center ay puro pera ang habol sa buhay! it's easy money without breaking a sweat!

classic example of my earlier post on immature thinking.

[El Mariachi]

LordTaz and Soundwave... i came from a call center from Makati wer the work is much harder compared to WEST. Guess what? mas nasusundan ko guidelines ng previous company ko kasi mas realistic... I may be wrong and probably not seeing the bigger picture but it would be great if you guys check out our thread "bat maraming galit sa WEST" and "pWESTe"... you can probably tell me what you guys think. Siguro WEST lang yung kakaiba. Please check if you got time. thanks. I honestly think na our situation is not applicable to the entire industry. So to be fair, I let you guys check it out. Don't get me wrong, I actually planned on investing my time with the company.. constantly defending them from disillusioned agents. I guess I was proven wrong. sadly...

[idiot-savant]

people generally leave any company because of the fundamental fact that company practices are not anymore aligned with individual employee needs.

the misalignments can come in from several factors:
1. misalignment in boss-employee relationship (this is normally the number one employee engagement factor in a call center. Hewitt Talent Engagement Surveys conducted locally tells us this)
2. misalignment in policy or company practice vs. individual values (stress tolerance vs. want of better life)
3. misalignment in expectations on performance, compensation and job design
4. misalignment in teamwork, coordination and relationship
5. misalignment in company direction vs. sudden personal changes in employee (death, migration to another country, family obligations, change of status)

But why do they still stay within the industry? These are because of several factors:

1. Individual investment in training and knowledge that can become a niche or field of expertise (this is especially true for those certified with call center skills and training - say COPC, or product specific certifications for Dell, AT&T, etc)

2. Vertical growth and promotion horizon. The call center industry is one of the top paying industries to date, plus it is easy to get promoted and stay young at the same time.

3. The bandwagon effect. Young people tend to want to work with other young people. Word of mouth and cultural shifts and experimentation for most people too.

4. migration is easy and openly accepted. I must say this that despite non-compete clauses, migration to one call center to another is generally accepted as some recruitment strategies do employ a "steal shamelessly" attitude over the competitor. This still forms part as healthy competition and it comes with the dynamism and energy of the industry.

Hope this helps.

[Researcher]

Nice insights!!! very enlightening :)

[lordtaz]

classic example of my earlier post on immature thinking.

sa tingin mo ba kung pareho ang bigay sa regular day job at call center, meron pang pupunta sa mga call centers? pera lang usapan sa call center! secondary na lang ang ibang bagay. the prominent thinking is why settle for a smaller pay with the same S H I T you get?

[lordtaz]

yeah right! ikaw ba ano ba habol mo sa buhay?

world peace! BWAHAHAHAHAHAHA!!!!! :rotflmao: :lol: :bop: *okay*

[s0undwave]

LordTaz and Soundwave... i came from a call center from Makati wer the work is much harder compared to WEST. Guess what? mas nasusundan ko guidelines ng previous company ko kasi mas realistic... I may be wrong and probably not seeing the bigger picture but it would be great if you guys check out our thread "bat maraming galit sa WEST" and "pWESTe"... you can probably tell me what you guys think. Siguro WEST lang yung kakaiba. Please check if you got time. thanks. I honestly think na our situation is not applicable to the entire industry. So to be fair, I let you guys check it out. Don't get me wrong, I actually planned on investing my time with the company.. constantly defending them from disillusioned agents. I guess I was proven wrong. sadly...

I think your situation in WEST is not as unique as you think. With all due respect, it sounds like the usual ranting that people feel as they leave. I'm not saying all centers are precisely like them, it's just that it's not that uncommon or rare.

I know a lot of people in WEST who seem pretty satisfied with the way things are going. Sure, areas of opportunity and the like but they're doing okay. I've heard about the HR issues and the like and I know there are responsible people trying to get things changed for the better. The fact that WEST continues to grow just goes to show that they're not doing everything wrong. if not, then they wouldn't be able to sustain any kind of ramp up...

[lordtaz]

I think your situation in WEST is not as unique as you think. With all due respect, it sounds like the usual ranting that people feel as they leave. I'm not saying all centers are precisely like them, it's just that it's not that uncommon or rare.

I know a lot of people in WEST who seem pretty satisfied with the way things are going. Sure, areas of opportunity and the like but they're doing okay. I've heard about the HR issues and the like and I know there are responsible people trying to get things changed for the better. The fact that WEST continues to grow just goes to show that they're not doing everything wrong. if not, then they wouldn't be able to sustain any kind of ramp up...

to each, their own... :bop:

[Researcher]

up!!!! up!!!! up!!!

[El Mariachi]

WEST Call Center agents & employees (makati)

Check niyo rin to guys.. amusing. *okay*
This thread is so raw. basta 4th page
Pissed and honest. :)

[cinjin]

ako i left because the management sucks!

[sublime_79]

why do they have to have a non-compete clause in the contract kung ganito rin pala?

[gtmc]

I believe soundwave hit it right on the button. sorry to say, pero most of people working in call centers now just think of TODAY and not bother looking ahead. they do not consider where they would be in the future. like the saying goes...YOU NEVER KNOW WHAT U HAVE UNTIL U LOSE IT. i've worked in almost 5 callcenters in the past year.

there's this call center i worked in before (Cipher Solutions), ok naman *** pero nakinig ako sa mga co-workers ko who said i deserve more and i should apply in other call centers. ngayon nagsi3 ako kasi i have not been into another call center same as Cipher. maliit man ***, but they treat their people with dignity. they also pay ALL their allowances, salaries, SPIFFS, and incentives ON TIME. i wish i can say the same thing about "bigger and better" call centers.

in the end guys, u wud realize its not always the money that counts. what if all this call center brouhaha starts dying down?

[Rascha_D]

MONEY and MONEY and MONEY.

Why waste your time in a low-paying call center when you can get hired in another call center with higher pay?

HIGHER POSITION

Why waste your time waiting for that promotion when you can get the same position with a better pay at a start-up call center?

BOSS IS A *****

Why work for an a**hole boss when you can be the boss in another call center?

Besides, promotions in call centers are based on a "barkada" system. If you are not in the "barkada", tough luck, you might get promoted in the next 5 years. :)

[gtmc]

well here's my thought on this:

MONEY:

if a center offers you a BIG salary right on the first day, more than likely they will not waste their time "waiting" for you to develop. As fast as they got you will be as they will let you go.

PROMOTION:
mahirap yung nangangako na after 3 months after 6 months promoted ka. B***S*** yun! no one can guarantee you a promotion. IT IS NOT GIVEN BUT EARNED!

A**H**E BOSS:

well, suwertehan nalang yan! like they say, IF YOU ARE RULED BY MONEY, MORE THAN LIKELY YOU WILL BE FOOLED BY MONEY. usually ang mga boss na abusive eh yung alam na nakukuha ang ibang tao sa PERA.

[donskis]

here is my answer kaso mlamng late na ito: my first call center gave me five pesos as a salary for the whoile month,second call center made me come to work while there was a powerful typhoon,took 59 calls that day(technical),next day trangkaso,one week absent,went back for termination na daw (i called in sick naman),only to know na yung day na ipinasok kong yun e excused *** ng management,inunahan ko,nagresign ako,going to third call center,ANG GANDA NG ACCOUNT,second placer ako sa stack ranking (most of the time),i was treated as THE GURU there sa technical sup,yun nga *** promted nila ang fifth batch,mga promoted na walang alam nakikialam sa resolved na sanang call,kudos (kudos means the customer commends you during the call) every week pero QA laging 5%,lumabas ako sa newsletter nila galing pang london as one of the best is customer service and technical knowhow,nkkpgcall ako kahit nkatalikod (sobrang dali),then nagkasakit ako,high blood,eventually forced resignation ang inabot sa absences,taka ko *** wala nmang pinagkaiba ang sakit ko sa mga ngkaron ng h-fever (true man o pineke)...o well.... i was mature sa lahat ng nging trabaho ko minsan nagaalok pako ng account........pero ******** lagi ang management......goodluck sa inyong nagcacallcenter i give up on this hell-hole of a profession where growth is recognised only by the same people in the industry,i hope makatulong ito sa research mo....did i mention na most callcenters dinireremit ang income tax returns??? well siguro enough variables na yan sa research mo....GOODLUCK!

[BeePeeOOO]

Hindi lang tax ang niyayari, pati SSS, PAG-IBIG at Philhealth source of corporate corruption rin sa contact center industry.

isa pang istorya, call center na nangangako ng "above industry pay" at good incentives/bonus....yun pala 12k lang ang base at hindi pa tatama ng 15k kasama na ang allowances. Bonus nga 2k lang isang buwan at iilan lang ang pwedeng makakuha pinamamarali pa. Yung katabi nga nilang back-office outsourcer 16k na ang base pay ng mga entry level staff.

Meron pa, yung add-a-sub at add-a-phone incentive na mula 140 pesos itataas near 1000PHP at pagmagaling na sa sales ang mga staff IBABAGSAK ULI near the 200 peso level. AHAHAHAHHA.

Meron pa,yung metric/performance requirement of the Client/account will be twisted to outrageous interpretations by the vendor/outsourcer to justify the termination of employees about to be regularized.

meron pa yung ibibigay na sweldo sa mga staff for high-end BPO solutions like mortage banking ay katumbas rin ng sweldo ng mga low-end BPO solutions like order-taking. kaya nga NAGTATAG ng in-house call center ang bangkong yun dahil nakakalunos daw ang pay and benefits na binibigay nung outsourcer.

I once communicated through email to an high-level expat working for a PC hardware manufacturer..sabi niya ito rin ay issue with their vendors kaya sila nagtatag ng sarili nilang in-house contact center sa Manila...batch 1 will train starting January....21K base pay 3k transpo and meal allowance wala pang incentives. Ayaw daw nilang mapagkamalang sweatshop.

[Papichulo168]

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