Voice vs Non-voice Call Center Experience

[talipandas9]

I have been working in the CC industry for almost 2 years now. This coming December 2007 will mark my second year in the industry.

I've worked in my first call center for about 7 months handling a voice-support travel account.

I moved on to my second BPO after that. I've been with my back-office/email support account for almost 17 jmonths.

Now, I've been pondering - will my back-office experience still be considered as call center experience even if it's NON-VOICE? I've been contemplating transferring to another new job (nope I'm not a hopper- there's just no growth in sight within my present BPO) but I'm having second thoughts because other call centers might not consider my 17 month stint in a back-office account as actual CC work experience.

Is this the case? Honestly, I won't mind going back to voice but given the choice, I would prefer a better paying job offer which is still non-voice.

Thanks for your time.

[ekcoe]

I have been working in the CC industry for almost 2 years now. This coming December 2007 will mark my second year in the industry.

I've worked in my first call center for about 7 months handling a voice-support travel account.

I moved on to my second BPO after that. I've been with my back-office/email support account for almost 17 jmonths.

Now, I've been pondering - will my back-office experience still be considered as call center experience even if it's NON-VOICE? I've been contemplating transferring to another new job (nope I'm not a hopper- there's just no growth in sight within my present BPO) but I'm having second thoughts because other call centers might not consider my 17 month stint in a back-office account as actual CC work experience.

Is this the case? Honestly, I won't mind going back to voice but given the choice, I would prefer a better paying job offer which is still non-voice.

Thanks for your time.

NOT in the right place to comment on this one but let me share my views regarding this matter.

For me it will still counts, vocal and written skills are somehow related. I mean one can not write a good mail if he can't speak the language well. On the other way around, if one have the appropriate writting talent, it would be easy enough for him to voice out his ideas.

This will more evident if you will be servicing the same field, ex; customer service, gaming accounts, tech matters. I previously tried applying to other companies handling voice accounts and they still considered my non-voice experience as significant one. I mean that experience helped me in getting better offers.

One thing that is true, non-voice accounts may offer more generous salaries and compensations (and a very light job) but chances for advancements are not that great.


:bashful:

[talipandas9]

Thanks ekcoe. I don't know why you said this is NOT the right place to comment on this. As far as I know, this is a public forum.

Anyway, you hit the nail right on the head when you said that career advancement in non-voice accounts is not great. I think this is the primary reason why even after more than almost 17 months in my present account, nobody in my account has been promoted. Hindi naman siguro kami bobo 'no. In my recent interview for a promotion to become a TL, I can't forget what my interviewer (an OM) told me - "You may have been very good in product (modesty aside, I was cited as a Best Agent last July in my BPO's annual company recognition awards) but this does not necessarily mean you will become a good TL." Yeoww!! Okay, fine I agree but how will I prove myself if I can become a good TL or not if I'm not given a chance.

Regarding the compensation that I'm receiving, sana nga mas malaki siya compared to other voice accounts in my BPO pero sadly, it's not the case. Kaya nga naghahanap ng career advancement eh para makakuha sana ng mas malaking salary.

[ekcoe]

Thanks ekcoe. I don't know why you said this is NOT the right place to comment on this. As far as I know, this is a public forum.

Anyway, you hit the nail right on the head when you said that career advancement in non-voice accounts is not great. I think this is the primary reason why even after more than almost 17 months in my present account, nobody in my account has been promoted. Hindi naman siguro kami bobo 'no. In my recent interview for a promotion to become a TL, I can't forget what my interviewer (an OM) told me - "You may have been very good in product (modesty aside, I was cited as a Best Agent last July in my BPO's annual company recognition awards) but this does not necessarily mean you will become a good TL." Yeoww!! Okay, fine I agree but how will I prove myself if I can become a good TL or not if I'm not given a chance.

Regarding the compensation that I'm receiving, sana nga mas malaki siya compared to other voice accounts in my BPO pero sadly, it's not the case. Kaya nga naghahanap ng career advancement eh para makakuha sana ng mas malaking salary.

We have the same state of affairs here. In our company, chances of getting the more better jobs are very slim as there are already a long list of agents eyeing for higher positions. This situation is even worse if you belong to the fresher batches.

The only solaces that we are getting are good salary rates and light tasks.

Well, the statement that your boss executed is indeed debatable. If you performed well as a agent, chances are you will be carrying the same quality of work if you will have the opportunity to become a TL.

Lastly, I’d only said that I was not in the right place to deliver that remark since I think that the message would be more credible if will be coming from someone from the HR or management team.


:bashful:

[ekcoe]

erasing... double post

[talipandas9]

We have the same state of affairs here. In our company, chances of getting the more better jobs are very slim as there are already a long list of agents eyeing for higher positions. This situation is even worse if you belong to the fresher batches.

The only solaces that we are getting are good salary rates and light tasks.

Lighter tasks compared to voice accounts? Probably. In my present work, there are days that the entire shift is not enough to finish the task - let's just say 2 days at most out of a 5-day work week. The rest of the week - you're just waiting in vain for your shift to end while pretending to be busy. (Petiks!) *okay*

Well, the statement that your boss executed is indeed debatable. If you performed well as a agent, chances are you will be carrying the same quality of work if you will have the opportunity to become a TL.

I wish I quipped this thought when I heard this unwelcome remark. I was caught flat-footed that's why I wasn't able to react defensively. Modesty aside, I guess if you really proved yourself already as an agent, the next step should be ripe for the picking.

Lastly, I’d only said that I was not in the right place to deliver that remark since I think that the message would be more credible if will be coming from someone from the HR or management team.

No problem. Your reply is highly appreciated. At least I know I'm not alone with my predicament. Hopefully, we can look forward to better career opportunities (growth).