People often have mixed opinions whenever they hear the words "call center." Some say it's an opportunity that helps them enter the corporate world. Others think it's stressful and not exactly their cup of tea.
So, the question remains: should you work in the call center industry?
The answer is: it depends. While working in a call center can be a good opportunity, it's not for everyone. It has its own pros and cons, and like most professions, it is up to you to judge whether this job is something you would want to pursue.
If you are confused whether this industry is for you or not, keep on reading. In this blog, we will be exploring both sides of the spectrum - the good and the bad - so you can make a decision whether a call center career aligns with you.
The Advantages Of Working In The Call Center Industry
Let's first take a look at the benefits. There are many pros of working at a call center. We have discussed each one in detail below.
No Prior Experience Required
One of the biggest advantages of call center jobs is that you don't need to have a PHD or a Bachelor's degree in hand. You don't even need any prior professional experience to qualify for this role.
So, if you are a student on a gap year or a fresh graduate, this industry offers one of the easiest gateways to enter the corporate environment. However, since most call centers in Pakistan outsource services to international clients, there are a few requirements that you need to meet. The basic requirements for an agent are:
- Good Communication skills
- Fluency in English
- Basic computer literacy
- Typing skills
It should be noted that while these are the usual requirements for a call center agency, they might be different for some. For example, if you have to represent a local company and communicate in Urdu, then being fluent in English isn't a necessity.
Competitive Salaries and Performance-Based Rewards
Compared to other entry-level roles, call center positions often offer higher starting salaries (more so if you are representing an international company). It should also be noted that these salaries are offered without any prior experience or degree.
That's not all, though. On top of a base salary, many companies provide performance-based incentives and monthly/quarterly bonuses.
With all the added perks, the salary for an entry-level agent can range from PKR 50k to 100k. So, if you are someone who is just starting out or has no prior experience, pursuing a job here is a great starting point to become financially independent.
Flexible Timings
Another big benefit of working as a call center agent is that you can have flexible work timings. For example, a student might want to work the night shift, while others might prefer working in the daytime. Global BPO companies like ibex. offer 24/7 flexible shift timings, meaning you can choose to do your shift at any time of the day.
Skill Development and Professional Training
Most call centers invest heavily in training their employees. They receive onboarding programs, which are focused on helping the agents polish up their skills and understand how the BPO environment works. Working as a customer representative executive or a call center agent teaches you many soft skills that follow you throughout your career. For example, skills like:
- Communication
- Multi-tasking
- Problem-solving
- Time management
- Sales techniques & Customer handling
Many people who start off their first job in a call center often credit their experience in such companies for sharpening their confidence and workplace professionalism.
Career Growth
Contrary to popular belief, call centers can offer long-term growth. Many multinational companies prefer to promote internally, offering opportunities for their existing employees to advance into roles like team lead, analyst, trainer, or even shift to other departments like HR, IT, and Marketing. Some even get promoted within a year.
For those who are currently confused as to which job to take, a call center can be an excellent opportunity to explore new career paths within the organization itself.
A Diverse Work Culture
Like other companies, call centers bring together people from diverse cultural and social backgrounds. However, unlike other organisations, they also onboard a rich mix of people from different educational backgrounds.
It's probably the only place where you might find a nutritionist, a footballer, and a teacher, all working in the same place. This kind of diversity creates an energetic and collaborative environment.
Exposure To Fortune 500 Brands
As we discussed above, most call centers in Pakistan outsource services to international clients. This means that customer representatives or call center agents have the chance to work with leading global brands and be exposed to multinational business standards. Plus, working for a global brand can be a good addition to your CV.
The Disadvantages Of Working In The Call Center Industry
So, now we know the perks of working in this industry, let's consider the cons.
Night Shifts and Work-Life Adjustment
While many BPO call centers offer flexible timings, there are some campaigns where you might be required to work night shifts or do rotations, which may fall under the night timings. This is especially the case for international campaigns, as your work timing needs to align with the international customers' timings.
So, if you are a night owl, these shift timings might be good news. But for some, it might mean making significant changes to your lifestyle, including adjusting your sleep and eating patterns.
Stress and Emotional Demands
Call center roles, whether in customer service, sales, or chat support, can be mentally demanding. On a bad day, you might have to deal with an impatient customer. On a worse day, you might have to interact with a frustrated one. Not everyone can handle communicating with such customers, and it can only add to their stress.
A call center agent needs to have patience to listen and empathy to understand customer needs, so they can adapt and thrive better in this environment.
Career Hold
While growth opportunities do exist in this industry, there is an opposite side to the spectrum as well. Some employees might remain in the same role for years if their performance and consistency are not up to the mark.
However, that is true for those working in other industries too. It often depends on how actively you pursue opportunities for your career development, whether in this industry or any other.
Final Thoughts
To sum it up, whether you are fit for this industry largely depends on the company you choose and the mindset you bring.
For those starting out or wanting to make a career comeback, it can be a good opportunity to develop skills and become financially independent. For others, the challenges might outweigh the pros.
