Are Call Centers Still Relevant Today?
Back then, people were clamoring to pursue a more lax lifestyle through call centers. The 90s saw the rise of the business process outsourcing industry, with telemarketing and customer service being the most important jobs during that period. Over time, the industry has grown to massive proportions. It shares 6% of the Philippines’ GDP and experts forecast total income growth to reach $55 billion at most by 2020.
Since the BPO industry has gone on to branch out to other markets for outsourced services, can we still see the call center remain a part of its future?
The way we see it, the future’s looking dim for the ordinary agent.
As you can already tell, call centers have notoriously flat structures, to begin with. Due to high competition, you could be lucky enough to land a promotion, even if you’ve been a consistent top performer. Otherwise, you would think of jumping over to another BPO where you can start over. Then again, you will still have to work hard until you get promoted.
Repetitive tasks and high-pressure quotas make for a recipe for dissatisfaction. Call centers suffer from high attrition rates. It’s either there’s less variety in the tasks or there’s a difficulty to meet company expectations.
Health issues have always been a primary concern among call centers. Due to high levels of stress brought about by irate customers and demanding productivity targets, many agents resort to unhealthy vices such as smoking and drinking to cope with the pressure. These will only worsen existing health issues such as a diminished immune system and the onset of hypertension and other fatal diseases.
Back then, BPOs were all about providing voice-based services. With the increasing prevalence of digital platforms, businesses are focusing their resources on bolstering their presence through effective websites, podcasts, webinars, and email campaigns. As content dominates today’s marketing landscape, businesses are leaning further towards virtual assistant services that provide creative marketing solutions.
Working smart is sometimes better than working hard. That’s why call center agents are looking to break from the grind to pursue careers that let them hone their skills, prepare them for higher positions, and turn each hour of work into an investment.
People today are looking for jobs that allow them to explore beyond a certain niche. Indeed, one reason many agents are escaping the call center lifestyle is the need for an ideal career that lets them acquire additional skills and nurture existing ones.
Looking for a job that offers immense opportunities and helps you break free from the call center grind? A career in virtual assistance would be an ideal fit for you. Become a virtual assistant today! Click here to start.
