Saturday, February 17, 2007

getting aboard the call center express

having friends and relatives who work for call centers have made me open to the idea of also working in such job. they say it offers good pay, nice facilities for the staff and, hey, you could do other worthwhile stuff during the day (talk about multi-tasking).

what kept me from really trying to jump on the call center bandwagon is the fact that I wanted to use what i learned in college. i mean, i always thought that the only down side in working in call centers is that the brilliant minds of Filipinos are not put to good use.

reading the article on how it also affects the workers in the US, my first reaction was that they are just bitter. now that we can compete, after the years they enjoyed being on top, they can't complain if companies find it better to outsource to the Philippines.

but, going back to the down side, aren't Filipinos being shortchanged?

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The whole multi-tasking thing could be a bit difficult, I think, because some contact center agents end up on the phone almost non-stop, for 8 to 10 hours, depending on the program they're in.

I like that contact centers are an option, but I hope we don't stop there. In India, outsourcing did not stop at handling customer service, but proceeded to include back office operations, and even software creation.

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