Advancement and salary

[Eboy21]

Most of the discussion here seems to center around starting salaries, but what's the career progression like in the Call Center industry. What's the rank structure and salary? What's the typical time frame to advance to that position. On average, what position/salary can you reasonably expect after 5, 10, 15 years?

[kudlit2000]

You see the call center industry is relatively young here in the Philippines. There are very few agents who've been working for the same company for more than three years and are still agents. Five years should put an average agent to at least a TL position in my opinion. :)

[BluePinay]

5 years I think is too long. I am in my company for almost two years and now, I am one of the managers na. I guess, it would depend on the company and one's ability to do the job exceptionally.

If a company is just starting like ours and you're one of the pioneers, faster ang promotion but if its like the established companies na, then its a long, long time before you get a promotion. Unless, you have buddies in the higher management, sometimes things happen faster. You know what I mean.

[mumrah]

Yup your right, i've worked 3 different callcenters and i stayed for 2years on each of them. been a supervisirpor for 2 1/2 years and after 6 months to my present company , i was promoted to an OPS Manager. Depende lang talaga sa company na pinasukan mo. It would really depend on ones ability to do the job exceptionally

[DI10]

6 months palang tinatamad na ang CSR... that's why call center hopping happens...the company should have something that would make the CSR's stay...

[stepehenyan@12]

sino ba naman gusto mag take calls or to call someone up for 6 months on a measely salary and a night shift once you get home your too tired to do anything else except sleep so that you could have the energy on your next shift. that's why some agents prefer backoffice position that doesn't involve calls.

[r_69_e]

6 months palang tinatamad na ang CSR... that's why call center hopping happens...the company should have something that would make the CSR's stay...

In this case, I don't think it's the employer's fault.

[Leif_Erikson]

Call centers often complain about the lack of quality agents that they get. They realize that the talent they would rather get is already working at well-paid regular day jobs.

If they want to get from the talent pool that provides manpower for those well-paying regular day jobs, then they should offer VERY GOOD pay (something like no less than 26k or 30k per agent per month na NET TAKEHOME pay after taxes and deductions) to those kinds of people. I am referring to burned-out lawyers, accountants, teachers, bank employees, etc. who can speak VERY good English and are intelligent enough to be QUALITY call center agents. These types of burned out employees provide the manpower for BPO companies.

These guys would work hard and would provide less of a turnover problem to the call center industry--if only they were targeted. As it is, most call centers scrape the barrel bottom, so to speak, and make do with agents who could BARELY make a sentence in English and who couldn't think on their feet.

That said, a call center agent should be promoted to TL in about 2 years. That's the most. If he still isn't an agent after 2 years, he should move on (preferably to a regular day job) or to a better paying call center where he could leverage his years of experience into a better paycheck and a better chance for promotion.

[OLRecruiter]

The burned-out theory is excellent. That's exactly why I switched industries. And now that I'm recruiting, I'm looking for the same sort. Based on my experience, new grads don't show the same amount of patience or dedication (or even talent), pehaps because it takes a couple of years to mature.

I am referring to burned-out lawyers, accountants, teachers, bank employees, etc. who can speak VERY good English and are intelligent enough to be QUALITY call center agents. These types of burned out employees provide the manpower for BPO companies.

[CallCenterVet]

The burned-out theory is excellent. That's exactly why I switched industries. And now that I'm recruiting, I'm looking for the same sort. Based on my experience, new grads don't show the same amount of patience or dedication (or even talent), pehaps because it takes a couple of years to mature.

Show me a comparative analysis study of your claim: " Based on my experience, new grads don't show the same amount of patience or dedication (or even talent), pehaps because it takes a couple of years to mature.", that proves new grads are less desirable than experienced ones. Then I might agree with you on that...

Show me VERIFIABLE data indicating:
Actual Names
Actual tenure
Actual achievements
Complete with descent sampling and analytical graphs

If you cannot present this and back it up, then YOUR OBSERVATION is SUBJECTIVE & BIASED my friend.

Everybody, regardless of age, educational background, "maturity" as you may put it... are equal... GIVEN THE CORRECT AND APPROPRIATE GUIDANCE AND SUPPORT.

The important things in every working relationship are you get support, motivation and guidance. If you do not get any, then you are on your path to getting burned-out... because you are not presented opportunities and challenges that are appropriate to your skill level and readiness.

And BTW, you say you switched industries? You say you are HR in a high tech company? Then answer this...

1. Does your company provide any type of services for customers or other people?
2. Does your company employ a lot of people involved in IT-based services products?
3. Is your company's core asset it's employees?

If your answer is YES, then the bad news is... you are still in the same industry... THE SERVICES INDUSTRY!

You didn't switch... you just moved to a different department...:D

[carlshark]

CallCenterVet, I couldn't help but agree with you on that point about the important things in a working relationship.

That's why you could see sometimes the odd doctor in a call center.

[mikeymanzz]

CallCenterVet, I couldn't help but agree with you on that point about the important things in a working relationship.

That's why you could see sometimes the odd doctor in a call center.

@callcentervet: not to patronize you, but I see that you made a very good point and I have to say that i agree.

[afterburns]

I too agree with callcentervet. I've been in the industry since 2002 and I saw fresh grads beat the crap out of cpa's and undergrads beating the crap out of everybody else. I have a lot of gripes when it comes to the humane treatment call center agents are getting from their companies whenever they get sick. But one thing I thank this industry for is the fact that they've taught filipinos the meaning of equal opportunity employment.

[lunarpanda]

What's the typical time frame to advance to that position.
there's no definite timeframe... just conditions.

1) if you think you know the account VERY WELL like the back of your hand
2) if you're ready to take bigger responsibilities
3) if you think that you're at par or even better than your superiors
4) (in some companies) if you are good at kissing @$$3$

... have at least 3 of these and then you can move on.

[aceylicious]

i totally agree with callcentervet...way back in 2002 i was a fresh grad then starting out my career in the call center industry...after 5 months of exceptional performance as an agent...i was promoted as a level 2 technician and got promoted again as a quality analyst..and now i am a well respected implementation manager in one of the biggest call center here in the philippines...

no one ever attains very eminent success by simply doing what is required of him; it is the amount and excellence of what is over and above the required that determines the greatness of ultimate distinction.- Charles Kendall Adams

[TitanOne]

Normally it takes faster than 5 years...

I was in the Call Center for 4 and a half years, got to the Operations Manager role in 2 and a half years time.

It just takes some skill-set, good performance and most of all never be contented with where you are > seek advancement, an MBA perhaps or even a Six Sigma Certification.

It's all up to you...

Although I'm no longer in this industry, I'm very thankful because It started me off to take higher roles in other industries (IT and Information Services) :-)