I wrote this article about working in the call center industry almost 5 years ago. I just found it amusing that I’ve come such a long way from the person I was when I wrote it, but I can still read this with fondness in my heart:
It’s so freaky how call center schedules are so different from normal daywalkers’ weekends. I work 9 PM to 6 AM. My days off are Wednesdays and Thursdays. I work on Saturdays and Sundays.
A lot of people are kind of — well — in the dark about what goes on behind the scenes of this ever-popular and steadily growing industry. So here’s just a sneak peek into my experiences so far on the job.
First of all, most of us realize that we become isolated from the rest of the world. I hear stories from my friends that they hardly ever talk to their families anymore (even if they live in the same house) because of the conflicting schedules. Nights out are non-existent.
A lot of us risk our safety to get to work. Since our shifts start from 9 PM onwards, there are some who actually commute at 1:00 in the morning, braving the streets of Metro Manila and usually becoming the target of many ruthless thieves.
Because of the night shift, the employees of a call center experience alarming deterioration in health. Almost all of us have ulcers once in a while, and someone is always suffering from flu or upset stomach. Weight change is also a common thing…either excessive weight gain or loss. Unfortunately I’m on the gaining side. Dang.
Sleep becomes a rare commodity. Sleeping during the daytime is not quite as restful as sleeping at night and we tend to become very irritable and suffer from massive headaches if we don’t get enough sleep.
Coffee and/or cigarettes are staple foods.
We customer service reps have the honor of being on the receiving end of insults and angry words from irate Americans. We are expected to resolve problems quickly and efficiently, and unfortunately that’s not always so easy.
You might think we’re crazy to be in this industry. Even with the high compensation we get, sometimes it does get you wondering “Is this really worth all the aggravation?”
But then again you do get that occasional call that makes your day: “Thank you so much for helping me. Have a blessed day” or “You have no idea how much I appreciate you taking the time to resolve this for me” and the best of all “Ruby, you’ve been so wonderful. I’m glad you’re the one who got this call.”
Even after a dozen crappy calls, it never fails to make me smile when I get a grateful and appreciative customer. Just to inform you all, whenever you speak with customer service and they are friendly to you, no matter how frustrating the situation might be, don’t take it out on them. They are trying to help you and they cannot help it if certain policies and procedures might prevent you from doing things the way you want them, when you want them. A little patience and appreciation might just take minimal effort from you but it means a lot to us.
Another thing I like about working at a call center is that the whole experience bonds you and your co-workers. I’ve only been working there for 2 months and already I am closer to my friends there than at my old job where I worked for 8 months.
You also meet a lot of interesting people. I never realized how many people on the floor could speak Bisaya. It’s amazing! We should form an organization. Lol. You also get people from all walks of life. A lot of the stories I hear are really inspiring. You hear about single mothers who are supporting their families, young people barely out of college who are now their family’s breadwinner, orphans trying to make it on their own.
Sure, call center life isn’t easy. But the experiences that you get from it are the kind that solid friendships and memories are made of. I know these are experiences I’ll treasure all my life, no matter where life takes me.
