The Calling

I was researching online about call centers and I stumbled upon this http://www.yugatech.com/blog/?p=829. I did not hesitate to leave my comment and give my insight on the call center industry. I know that I still know very little and still have much to learn, but it would help by telling people how it really happens inside the corners of the offices. I’m glad there are sites like these that discuss parts of the call center industry. I really want to know more.

Here’s my take on the topic of the writer who asked why none of those he referred to a call center ever made it (it might mean that nobody got accepted or nobody made it to finishing the training):

I think the reason as to why “many are called but few are qualified” lies in the underestimation of many people in the call center industry. I applied for three call centers in Ortigas and Makati. I was accepted in two, but failed the exam in the third company. I noticed in all three that during the initial interview, the companies immediately eliminate applicants who: lack communication skills, who are not able to communicate their thoughts effectively in the English language, do not have concern for the company (you’ll be hearing answers to “why did you join our company?” like “because I want to learn how to speak good English,” “I have nothing to do during my free time,” “the pay is good,” “my friend referred me to this company,” etc.), cannot contribute to a customer-service-oriented industry, do not have the patience and determination to work in the industry, are just in it for the pay and experience. On an average, I noticed that only two out of about 8 pass the initial screening/interview. The examination is also another level of understanding for the applicants. Even those who are well-versed in English fail because it is a test of analysis, comprehension, customer and company concern, as well as a test in ethics. In some companies there are more than one exam so the more exams the slimmer the chance of getting in. On an average, only half of those who passed the initial interview pass the exam/s. So that leaves only a small percentage of applicants to actually qualify for the final interview and even more for the job offer. Call centers do not only accept persons who speak in “straight English,” they are also looking for intelligent individuals who are patient and have substance and personality. But then again when you try going to a call center on a normal day you’ll see the long lines of applicants waiting outside the offices just to find out that “he or she isn’t what the company is looking for.”
Have a good day.