THINKING OUTSIDE THE CUBICLE: A SNIPPET TO CALL CENTER OPERATIONS

AND SHARED SERVICES

JERELYN JOY GACULA CATADMAN, CPA, MM
OCTOBER 29, 2021

A call center is a type of customer service where employees of a company answer

questions, provide technical support, or take orders over the phone. Customer service, retail

sales, billing, and collection are all handled by the call center. Business Process Outsourcing

(BPO) is a type of outsourcing in which a corporation hires a third-party service provider to

perform one or more business activities. All operations relating to the business function are

carried out by the third party. The Philippines' BPO industry began in earnest in the 1990's. It is

one of the two main "legs" of the Philippine economy, contributing $26 billion to the country's

GDP in 2019. Over 1000 companies employ 1.3 million workers in the BPO industry.

I agree with the speaker’s discussion. Working as a call center agent offers both

advantages and disadvantages. Call centers, both new and established, continue to expand and

offer more prospects for growth. To attract new employees and keep existing ones, BPO firms

provide increased salary and a variety of benefits. Call centers employ people of diverse ages,

schools, and intellectual backgrounds. Call center processes, on the other hand, are sometimes

monotonous, making it difficult for certain personnel to stay motivated. To efficiently handle

various types of calls, call center agents require more patience. Working in a call center has its

drawbacks, including a constantly changing schedule, a challen and extensive screening.

Call center agents are often stereotyped as having simple jobs that everyone can do, but

the truth is that only one person is hired out of every six applicants. BPOs also employ a

thorough screening process to guarantee that an employee is proper fit. Stereotyping these

workers should be stopped.