Call Center Industry: What to Expect?

[TheGame2303]

Hey guys. I'm new to this forum. I'm planning to work in a CC. I'm a nursing grad, pero nursing is not my thing talaga e. tinapos ko lang for the sake of my parents. what I really want to do is work in this kind of industry. & I want to excel in it. ambisyoso akong tao e, lol! but seriously, I want to be in one of the "top" positions possible, in God knows however long it takes, I don't care. And I know I have what it takes...

Anyways, I just wanted to know the ropes in this industry. gusto ko lang malaman kung ano yung dapat kong i-expect. how do you climb the "ladder"? from being an agent, ano yung mapupuntahan mo? what's the highest position possible? I know it would be limited, being a Nsg. grad & all. doon sa mga managers, how'd you do it? how long did it take you?

sorry kung madaming tanong. hehe. but this will be the path I'll be taking & I want to know as much as I can, as early as now. I just want to be prepared. I have some friends who are working in CC's too. matagal na din sila (5+ years), but nao-observe ko parang wala lang silang napupuntahan. I guess they're contented where they are now. but I can't see myself being in their shoes. gusto ko umangat ng umangat, be the best, or at least be one of...

my gf is also in the CC biz. trainer sya, after 2 years of being a CSR. she wanted to be a doctor (certified med-tech), but financial problems sa family nya. now she's enjoying her job, & I'm very happy for her. & that inspired me. got my mind set, & I'm eyeing for success...

mdyo madrama, LOL! sana may mga sumagot dun sa 2nd paragraph ko. Thanks in advance to those who'll reply...

[apple_cinnamon]

firstof all start as agent. from there u'll see the answers to ur questions

[rubberr_ducky]

expect...

1. gy shift extended by team meeting
2. sat-sun off is a blessing (if ever your account allows it)
3. payroll dispute
4. tendency to yearn for higher paying accounts...
5. walang katapusang pagbabago ng mga metrics (sometimes impossible na yung hinihingi)

[Deltaboy]

expect...

1. gy shift extended by team meeting
2. sat-sun off is a blessing (if ever your account allows it)
3. payroll dispute
4. tendency to yearn for higher paying accounts...
5. walang katapusang pagbabago ng mga metrics (sometimes impossible na yung hinihingi)


an aggravation of your existing health problems. . . .:grrr:

[therealdeal]

Depende sa Kumpanya yung hirap na dadaanin mo brad. Kaya choose wisely. Goodluck

[FendeR_21]

firstof all start as agent. from there u'll see the answers to ur questions

korek! start as an agent... think of it as a battlefield. everyone starts as a foot soldier then after that you can still stay in the frontlines as an officer (TLs, managers) or sidelines ka nalang providing support like Trainers and QAs or IT.. goodluck!

[TheGame2303]

Thanks a lot for the reply everyone. not exactly the answers I was hoping for but hey, good ones nonetheless. nice one Fender 21! wala bang repping system dito? hehe

[supremo elyag]

^Hey everyone.

I agree start being an agent first, from there you'll see how to go about moving to the top. I think an agent's growth in this industry depends on a lot of factors like stress you get in working in the night shift, stress you get from taking in calls for 7.5 hrs a day, pressure to reach the metrics in your account, and support and right guidance from your supervisor. Take note too that stress level is higher in harder accounts.

Now from being an agent, it is important to communicate with your supervisor on how you want to go about with your chosen career (take note again: lucky if you'll have a nice and supportive supervisor). Next level positions would be Senior Specialists, Quality, Trainer, Team Lead etc I think all of which requires at least 1 to 2 yrs experience of being an agent. Next level up would be an OM (Operations Manager), from my random readings on requirements for OM, it requires at least 3 yrs experience of being a supervisor/team lead. Then there's a Senior OM and then Site director...not so sure what comes after it.

Generally, I really think growth in the call center industry is fast and if you're hard-working and with a *little bit of luck on your side* hehe, hopefully you'll get to your desired position. And I could say that with my stay in this industry, everything worked for me from working in the graveyard shift, my co-workers, my supervisor to my metrics. I like how work could be fun despite the stress. But then at the end of the day it just wouldn't work for me in the long run, o well that's another story hehe.:naughty:

Good luck! Make it good. :bop:

[TheGame2303]

Thanks Supreme Elyag! mdyo clear na sakin ngayon. I got a lot of questions, but I guess I'll learn the answers once I start. I wonder why it didn't work out well for you..

anyway, I try to suck up info by reading through here. buti nalang may ganitong forum. hehe

[hellmarch11]

Ok just to add.. it would also help if you would start in a new account coz honestly if ever you'd be entering an account that has been running for more than a year promotion will be harder because there are already possible candidates in line even before you joined that account. So it is one key

About positions here is the path that you can choose from

Agent > Supervisor/Team Lead or Coach > Shift Manager > Group Manager > Account Manager/Operations Manager > Senior om > Site Director > Country manager ...

Agent > Trainor > Training Supervisor > Training Manager

Agent > Qa > QA Sup > QA Manager

and honestly to get there sometimes you need more than just luck... and stats ... iba parin yung may kapit ka haha ... ** sa pinanggalingan ko madaming may kapit ahahahahaha...

[silvertooth]

My input as a 7 year veteran in this field:

Start as an agent, learn everything that you can, ask a lot of good questions, ask to be mentored. You can choose from the ffg fields in this industry (you all start as a rep):

Operations -- Subject Matter Expert or coaches--> Sup/TL --> OM or PM --> Sr OM/PM --> Asst Site Director/Site Director --> General Manager --> VP
Client Services --> Account Managers/Client Managers
WFM -- Scheduler/Forecasting/WFAs, WFM
QA -- Analyst/Verifier, QA Sup/QA Mgr
Training --> Corporate Trainer/Product Trainer - Training Manager


Take your pick, but start with the basics first.

[TheGame2303]

hellmarch11 & silvertooth, great detailed explanations! thanks a lot!!! it's too early for me to pick, but I'd like to be in a managerial position. hopefully, operations. but that's the longer goal. focus muna sa agent...