The Industry of a Call Center
Essay Preview: The Industry of a Call Center
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Technology has been there for us since from the start to make things easier to do with. It has increasingly advanced its ways to make sophisticated things simpler and understandable. Good bye to the age old concept of people serving every function within a company. Consumers demand more for less, and the only way for companies to answer that call is to stay competitive by saving money and to fatten up the bottom line. This usually means a company must reduce its manpower as an effort to achieve this goal.
The Call Center industry is amongst one of them wherein manpower is most likely efficient. For instance: Opinionology, formerly Western Wats, has been profoundly known of its existence because of its integral service in the market research industry. Doing research basis over the phone and tabulating data according to client basis instead of on a house to house basis does help a lot and improves productivity. I chose this type of business to share whats it like under the field.
When people me ask what I do for a living I always tell them that Im working at an “Operations Center”. Normally I get a confused and somehow amused reaction, followed by the satisfaction of explaining what I meant and marks the start of interesting conversations. I do work in a corporate setting being a market researcher under the B2B (business to business) Account for one of the call centers here in Cebu. I work on the overnight shift. Thus, I sleep most likely during the day and wide awake all night. Other than the permanent eye bags and having to limit my day activities I have been working the night shift for over four years and loving it. And why I do I like it?
Working the overnight shift beats having to endure traffic every single day in a city that traffic is top most on our daily vocabulary. Working later at night means the regular eight to five people have gone home and less cars are on the street. With the kind of weather that we have humidity is more tolerable at night. Thus, hours of prepping for work so that you look and feel good about yourself will not go to waste as sweating is less likely. And of course one cannot deny the number one selling point of most call centers paying a lot more than regular companies even on an entry level position. These are very minor reasons why I would encourage people to work in the call center and merely the beginning.
On a more important note, the call center has provided so many equal opportunities for a lot of people. It has minimized discrimination in the workplace as anyone can be hired regardless of age, educational background and even gender preference. All you need is excellent communication skills and the stamina to be able to shift adjustments depending on the need of the account that you are working for. Working on the overnight is ideal for students who are trying to finish school during the day