Obama & My Call Center Career...

Now that Obama won the Presidential election of the United States, what's next?

Honestly speaking, I am one of the millions of people worldwide who's rooting for Barack Hussein Obama II. And truly I was happy when it was proclaimed that he's the new President-elect of the United States.

But with Barack Obama elected as the 44th President of the United States, every Call Center agent like me is wondering if his victory will truly affect the Outsourcing Industry. Taking a tough stand against outsourcing, Obama said before that the choice is between giving tax breaks to companies that ship jobs overseas or give benefit to those corporations that keep jobs domestically. He has been very aggressive on this issue from the very beginning. Initially, he vehemently opposed the outsourcing of jobs outside US.

Truly, there have been worries that an Obama presidency will spell the slow death of the BPO (Business Process Outsourcing) industry here in the Philippines. Obama has been quite consistent on his stand that companies who outsource jobs to countries like India and the Philippines should not be given tax breaks. But it was a good thing that I was able to watch an interview with US Ambassador to the Philippines, Kristie Kenney about Obama’s stand on outsourcing. According to her, Obama didn’t really say that he wants other people to lose a job but what he just wanted is for Americans to have a job. Somehow, that statement from Ambassador Kenney relieved the fear about losing my job.

Moreover, US Ambassador Kristie Kenney gave assurances that an Obama presidency will not affect the growth of the BPO industry in the country, noting that he will be sensitive to the business relationships and alliances America has with the Philippines instead. She also added that Obama will also be concerned with the economic prosperity of strategic partners like the Philippines.

On my personal note, every country should really look at its interests and see whether it should allow certain trade practices or not. What is wrong with that? I have nothing against Obama on this one. Nobody is talking about rollback of globalization, but if it is not working for the country and its people (now, economically, am not sure that is the case), there are certain changes to be made.

Yet, it is still really too early to predict Obama's course of action. Few months down the line, things will be clear.

As for rooting for Obama, or why I wanted Obama for US President, it is certainly because he is a story of inspiration - he doesn't come from the family of politicians, he belongs to a class that suffered racial prejudice for the longest time, his dad left when he was two years old. He is self-made and he has a message of hope that resonates with most people regardless of nationality. Surely he is an image for a change.

And yes, with Obama being the 44th President of the United States, I believe that our time for change has come! Take note that I use 'our' instead of 'your' since I certainly believe that it's not just for US alone, but for the whole world as well.

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My Work & I

It's almost two years now since I've joined the company where I am working right now. And it's almost a year now that I've been making or doing calls...

I am really glad I was able to brush off that feeling of bitterness out of my system since I entered this call center industry, and just like what a certain friend have said, I'd rather not elaborate on why this is the case. I'm just glad that I'm not a pessimistic person and that I'm not a constant whiner just like what my other colleagues are. Guess 'twas the best part of why I'm still able to survive the industry and the very reason why I'm still here.

'twas almost two years that I've worked for just one account, and now that I've been transferred to a new account which is really hard, I'm starting to miss it... The script, the call flow, those standard rebuttals, those arguments I've had with my prospects, and everything! I'm just missing everything with my previous account. I'm so used to it that letting go is something that is somehow so unreal. But things really come and go, it's life's nature. Right now, what is best to do is to love what I have... and to love my new account. Who knows, I might love this account even better.

Anyway, everything's okay now. I'm back on track and that zest to perform well during my shifts has resided back in me. I'm more patient now in dealing with every calls I make especially with every potential clients that I get hold on to. I always try not to lose my cool that easily and I actually have to say that I'm very happy with the way things are.

There are a lot of people who have managed to inspire me and of course there are also those who managed to destroy me, and I am just so grateful because they've just helped me to be better. Colleagues who just do their work and never complain, colleagues who have managed to be on top for being so diligent, and supervisors who have been so understanding and supportive are just some of those who have taught me to be positive about things instead of incessantly ranting and complaining.

It's really almost two years now, and I'm just glad I'm still here... surviving what this call center life has to offer me.

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Being a Call Center Agent

What are the odds that you have never heard of the call center industry? Pretty nil, right? Almost everyone now knows about call centers - but not everyone knows just how hard it is to be a call center agent (count me in! but that was when i am not yet one).

Being a call center agent is no walk in the park, I assure you. In my almost two years as a call center agent working in Cebu - Philippines, I have encountered people from all walks of life, foreign and native, of every stripe imaginable. And it has not been easy. Let me explain.

When I first applied at the call center recruitment center, I quickly found that it is actually a cattle call rather than a simple recruitment process. Applicants are a dime a dozen so it is pretty hard to stand out in that crowd.

You have to take a common IQ exam which weeds out the have-brains from the have-little-brains. Then there is the endless waiting period – waiting to know the results of your exam and waiting to be called for an interview. There is not even the levity of piped-in music from hidden speakers to alleviate the boredom. So you pass the time getting to know your fellow applicants.

Inside the call center, life is about dealing with pressure. You have to learn to deal with callers or prospects who will curse at you when you cannot address their concern. You have to meet your sales quota for the day or risk not getting paid or even being booted out of the company for good. And you have to learn to get along with your fellow agents.

Call center agents come in all shapes and sizes and every background imaginable. You have your fellow schoolmates and your former activists, your die-hard neighborhood "tambay" and people who will become your drinking buddies. You have some who will insist on speaking English even when they are not on call. Some do this because it enhances their English skills which are not so good, according to them. Others do it just to show off how American or British their accent has become. It is not easy getting along with call center agents simply because many lack sleep, are bored with their jobs, are frustrated with the customers and prospects, or want to kill their supervisor over the latest performance evaluation.

Like many call center agents, I never dreamed that I would become a call center agent. This is not what I am trained for, for how many years in college. I would much rather be doing something else, actually. But until something comes along that is just as lucrative (I mean, you cannot beat the pay, man!) then I guess I will be staying. It certainly beats being jobless. Which is the whole point of being a call center agent actually.

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