The Call Center Experience

Without a doubt, BPO's are probably one of the biggest provider of jobs in our country. Thousands of applicants turn to call centers with hopes of higher than the usual salary and a five-day work week. It's true call centers provide this and more. By experience, I know for a fact that they offer more benefits than most jobs advertised. HMO, overtime pay, night differential, bonuses, commissions, insurance, etc. The package is complete!

The business of call centers in recruitment alone is already so huge that there are plenty of companies offering services to train to become a call center agent. A lot of people are given the impression that getting a job in a call center is hard.  Come application or interview day, some applicants become so nervous and think that those who are experienced or got trained in advance have an edge already and it would be too hard for them to get accepted. What happens is that even if an applicant passes the written or computer-based exam, when it's time for their speaking skills to be evaluated, they stutter and sometimes just completely shut up.

I think that getting a job in a call center is quite easy. If you practice and try to follow my tips, I can guarantee you'll get that job offer instantly! I've been in that industry for over four years in four very different companies so I can guarantee that the information I'm about to say is true. Before I continue, I would like to make it clear that even if I believe that self confidence is the key, make sure you know at least the basic skills required. Practice speaking English out loud. If you can, try speaking ONLY the English language at least 24 hours before your interview. There are IQ tests online, try taking those tests. If you type slow, go to one of my favorite websites for practice: http://typingtest.com. Believe it or not, I've seen people who apply in call centers without knowing basic computer skills, especially the Internet. You must at least know how to access an e-mail account or Google information. If not, then learn it first.

This may be hard to believe but some call centers are not so critical about English speaking skills. I met so many people in this industry with "just okay" English speaking skills. Writing skills even worse. What almost everyone has in common is conversational English skills. Most call centers provide lengthy trainings and it's almost impossible for a normal person not to be able to learn. What I'm trying to point out is, even if an ad says that a call center is looking for someone with exceptional English speaking skills and you don't think your exceptional, apply anyway. For as long as you show confidence in your interview, you'll make it. Not arrogance but confidence.

If you think that working in a call center is hard, it is in some ways. The recruitment staff are experts and will be able to determine on what level you can work. You will be trained. Think of it this way: you have a new mobile phone, a different brand from your old one. First day you have it, even sending SMS is just too hard. Next day, you're using it like a pro. Weeks passed, you can operate your phone even without looking at it! That's just how it goes. Let me tell you that when training starts and when you begin taking calls or calling out, you and your colleagues who started with the company at the same time are all equal. You all share the same knowledge that was taught in training. Account-sensitive information are not taught in any call center school at all! You only have access to that information once you are in production training.

Same goes for other jobs as well. My first month working in a hotel was difficult. I didn't even want to talk to guests because I might say something wrong. On my second month, I was working on my own. Third month, I was an expert!

I'm writing about this because it's common knowledge that the unemployment rate in the Philippines is high. However, if you check on job ad sites and Sunday newspapers, thousands if not millions of jobs are available. Working in a call center has improved millions of lives and provided enough, sometimes even more than enough income for a family. Some call centers do not even require a degree, a high school diploma is fine. Some people just don't even try applying thinking they are under-qualified. There is no harm in trying. Just do it! You'll never know unless you try. And if you try, give it your best shot! If you fail the first time, there are plenty more companies where you can apply. Just keep on trying!

So I say to you: Keep asking, and it will be given you. Keep searching, and you will find. Keep knocking, and the door will be opened for you. Luke 11:9 (International Standard Version)

Job Hunting Tip #2

Once again, let me say that having a job is an essential part if you want to become rich. Having your own businesses or investments will give you your millions but if you need financial stability, you have to have a job. If you don't have the money yet to build your own business or buy your own investments, then get a job first! Businesses, stocks, etc have seasons of ups and downs. But if you have a job, no matter what happens, whatever the situation of the economy, by law your employer will have to pay you. You can only stop working a day job once your businesses or investments are already stable, or if you have a bank account that is good enough and you're feeling secure your family will not go hungry.

I mentioned in another blog entry Money Machine Part 1 that the road to riches may only be reached by feeling, looking, talking and living rich. The same concept goes when job hunting for your perfect or dream job.

Feel, talk and look like you're perfect for the job
(even if you know that there are more suitable candidates than you)

Once again, it's all about the packaging. I'm not telling you to pretend that you know so much about a job when in fact you know very little or nothing at all. Let me share a few experiences:

For the past six years, I have worked for four different industries: BPO, hospitality, real estate and journalism. In the BPO industry, I've covered three different services: customer support, technical support and sales. I've worked for both American and Australian accounts. I've worked both day and night shifts. In the hospitality industry, I've worked for both Front Office and Sales/Reservations.

Getting the BPO job was easy. I was a fresh graduate when I started. The call center business was just beginning to boom. They were trying to get as many new hires as possible. I remember coming to the interview wearing a very formal business attire, with black stockings! There were even some applicants who thought I was the boss! That time I felt I was overdressed. It is very common to see applicants for call centers wearing jeans and a shirt or blouse. This is not right especially if you have no experience or if you think your skills are not enough! Just by dressing up the proper way, you are giving the impression that you are professional. You make your interviewer think that you can be a future boss. This is what they are looking for. People who will last a long time and with potential to be promoted. Thousands of people applying in call centers everyday doesn't mean we are given the right to take this for granted. Everyone gets noticed! Every single applicant gives their potential employers an impression. If you don't think your skills are enough, try your best to stand out.

I applied in a hotel with no experience at all with hospitality, tourism or even face-to-face customer service! Again, self confidence was the key. I made sure that the interviewer knew that I was sincere when I said I'm willing to learn and I do learn fast! I didn't even have any idea during that time what I was getting myself into, I didn't even know if I can learn hospitality in a short period of time. But I was determined, I eventually made it and I think I did quite well with my job.

I admit without shame that real estate is not a thing for me. I lasted in this industry for less than three months! I never made a sale. But how did I get accepted when I applied? How did I make my former bosses think I can do the job? I dressed well, I spoke well, I was honest. I spoke from the heart. I told them my dreams, my achievements and even my failures. I came into their office determined that by the time I leave that same day I already had a job offer. Once again, I did it.

By the time I was trying to pursue a career in journalism, it wasn't easy to convince companies that I am qualified because it's been more than five years since I graduated college. Even if I studied a great deal of journalism in college, they assume that by this time, I've already forgotten everything I learned in school. My writing experience was never professional until this year. How did I convince them to hire me? Pure confidence and nothing more. In my first writing job application, I didn't even have formal writing samples to present! I still got accepted.

Please don't get me wrong. I'm talking about being confident but please know how to differentiate that with just pure arrogance. Be careful in doing this. It is important that you do not give the wrong impression. I learned that the hard way, I was rejected in a few jobs in the past because I gave the arrogant impression rather than the confident impression even if I didn't mean it that way. One more thing, BE HONEST. Do not pretend about having certain skills or knowledge when you don't. You'll never know if you'll be put on the spot. That would just be super embarrassing.

Job Hunting Tip #1 was published right before this entry so you may want to check that out too.