“Take more and more calls!

” – one of the phrases I have grown accustomed to hearing

everyday as a former Call Center Agent. As agents, we live in a fast-paced world – hundreds
of calls every day, metrics to hit with each shift, and most importantly, getting good
customer feedback and sales.

Everyday is a challenge for an agent to keep working towards these sales goals and metrics.
Agents need to keep their job, and most of the time, they struggle so much to achieve these
goals they forget they are human too. Some agents work even through sickness and
fatigue, and some even go so far as to pass out due to the fatigue and stress that they are
facing.

This is a very real threat that most BPO workplaces find themselves on, and it is important
to find solutions especially for a problem with a magnitude as big as this. The solution for
this shall come from the very people experiencing it – the BPO agents. Company policy
revision? Maybe. Perhaps, the most-effective solutions come in the simplest forms.
Perhaps the best solution would be to exercise compassion and be a little kinder, especially
to workers struggling to meet ends meet.