is this really the future? (for my young countrymen, at least)
"outsourcing" and "call centers" became two of the very important catchphrases at the turn of this century. the latter in particular becoming an overnight industry that spread like wildfire over the globe, with the maturation of the Internet and the reduction of (most of) the world to a true global village. and for (still) developing countries like the Philippines and India, who are not lacking in English language skills, putting up call centers and providing local employment has been a lucrative business.
and today's fresh graduates see it both as a potential first job and a fallback option, not to mention a trendy career opportunity. years ago, it was BS Commerce. then it was Computer Science (no disrespect to AMA and STI). now, i'm not sure if teenagers are not dreaming and wishing: "i want to be a call center agent when i grow up!"
i've had more than a passing experience with this, as my sister, whom we have high hopes for, landed a call center job - as her first job (i think). not a knock against the CC people. i'm just saying it seems like its a lifestyle for the desperate. do i really want to reverse my normal daily cycle - sleep by day and work at night? miss proper meals? get pressured by trainers and managers while your job security depended on not passing out? i've seen my sister go through that hell, and applauded when she finally quit that job.
so, in that article above, am i surprised that the Philippines had the worst turnover rate? no. i'm just surprised at the high number.
it was bound to happen anyway. you do too much, too soon, and burnout happens. is the demand really that high? are Americans too lazy already and can't possibly do this themselves? i guess they are ... obesity is a major problem and they don't need more of their people sitting around in cubicles, putting weight, and getting angina from irate debt-ridden fellow citizens. thanks for passing that along to the Third World, fellas.
and what about these standards? speaking English well gets you in the door for an interview, but then you have to pass rigorous testing before you are even deemed worthy of a paltry salary (maybe in two years, you might become team leader ... ooohh, reminds me of the ridiculous officer training in some banks). and who are we helping really? sure, it may put food in some tables, but you can't consistently do that if you're sick, dead or dying now, can you? might still be better off being an OFW, now, but then again, once you think about the corrupt government who's leeching off you ... well, that's another story.
"outsourcing" and "call centers" became two of the very important catchphrases at the turn of this century. the latter in particular becoming an overnight industry that spread like wildfire over the globe, with the maturation of the Internet and the reduction of (most of) the world to a true global village. and for (still) developing countries like the Philippines and India, who are not lacking in English language skills, putting up call centers and providing local employment has been a lucrative business.
and today's fresh graduates see it both as a potential first job and a fallback option, not to mention a trendy career opportunity. years ago, it was BS Commerce. then it was Computer Science (no disrespect to AMA and STI). now, i'm not sure if teenagers are not dreaming and wishing: "i want to be a call center agent when i grow up!"
i've had more than a passing experience with this, as my sister, whom we have high hopes for, landed a call center job - as her first job (i think). not a knock against the CC people. i'm just saying it seems like its a lifestyle for the desperate. do i really want to reverse my normal daily cycle - sleep by day and work at night? miss proper meals? get pressured by trainers and managers while your job security depended on not passing out? i've seen my sister go through that hell, and applauded when she finally quit that job.
so, in that article above, am i surprised that the Philippines had the worst turnover rate? no. i'm just surprised at the high number.
it was bound to happen anyway. you do too much, too soon, and burnout happens. is the demand really that high? are Americans too lazy already and can't possibly do this themselves? i guess they are ... obesity is a major problem and they don't need more of their people sitting around in cubicles, putting weight, and getting angina from irate debt-ridden fellow citizens. thanks for passing that along to the Third World, fellas.
and what about these standards? speaking English well gets you in the door for an interview, but then you have to pass rigorous testing before you are even deemed worthy of a paltry salary (maybe in two years, you might become team leader ... ooohh, reminds me of the ridiculous officer training in some banks). and who are we helping really? sure, it may put food in some tables, but you can't consistently do that if you're sick, dead or dying now, can you? might still be better off being an OFW, now, but then again, once you think about the corrupt government who's leeching off you ... well, that's another story.
At Convergys, training managers boast to new trainees that only one out of every 100 applicants they interviewed are actually hired. “So, you’re the best, the cream of the crop!" he tells a trainee.
what crop? what cream? are you sure this is cream? looks like sour milk to me.
speaking of Convergys, my sister did apply with them (yes, apparently this whole thing isn't behind her, as well as for a large majority of ex-CC agents, i suppose), and even before a dream came to fruition (a dream that didn't really pay much), majority of their batch-in-training got terminated even before they were officially hired. what a classy organization. do you really want to put "terminated @ my last job" in your CV?
in an effort to "understand" this atrocious turnover rate:
speaking of Convergys, my sister did apply with them (yes, apparently this whole thing isn't behind her, as well as for a large majority of ex-CC agents, i suppose), and even before a dream came to fruition (a dream that didn't really pay much), majority of their batch-in-training got terminated even before they were officially hired. what a classy organization. do you really want to put "terminated @ my last job" in your CV?
in an effort to "understand" this atrocious turnover rate:
Both ACS and Convergys have “exit interviews" for all call center agents resigning or getting fired, to find out the reasons and causes of the high turnover rate in the industry. A pattern is slowly emerging from these studies—- bad training design, oppressive trainors, too much stress, too much pressure, ‘prison-like’ condition, pay not worth the effort, etc.
well ... DUH. with a capital H.
as much as i'd like my sis to find alternative jobs, one that doesn't include getting harassed, hungry-slash-eating-badly, shafted for minuscule pay, i guess this is the reality over there. far be it for me to tut-tutting, since i'm here (and that's also another story) and they're there, but all i want is for her to find her niche in life (usually happiness comes along with being in that niche).
so, sis ... just persevere, and always think 'stepping stone'. you're still young. the highway of life is still ahead of you. don't worry, you will know when it's time to stay put.
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