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123outsource.net Outsourcing Blog 888-838-1458 | info@123notary.com -- Skip to content Home Adv. Search Sign Up About Us Contact Us Resources Site Map ← Older posts Working the night shift at BPO’s damages your body! June 30, 2017 by 123outsource Categories: Uncategorized | Tagged bpo | Leave a comment It has been found that people who work the night shift at a BPO or call center experience health issues in the long run. Cardiovascular problems, obesity, type 2 diabetes are common. Damage to the worker’s social life are also common as agents work long hours under severe stress and at the wrong time of their 24 hour cycle. Some people doing this grueling work prefer to work rather than make friends. It is also common for people to make friends on the job with others who have the same inhuman lifestyle. Inappropriate relationships between managers and customer service representatives are common. At call centers lesbian relationships are common, and a high percentage of the staff are normally transgender at least in the Philippines. Rampant parties, loose sexual behavior and drinking are also common. I read that at Accenture, one worker reported that you get ostracized if you don’t come to their work gatherings / parties. It seems that once you become a night shift BPO worker, you enter the realm of a dual society. A society apart from main society. A new society where drinking, fried chicken, stress, partying, and sleeping around are normal. This is the case in Delhi as well as Manila which are places very far from each other with different religions, languages and cultures — yet, the same exact maladies happen! So, if you join the ranks of a night BPO worker, prepare to have a lot of new friends who share your plight and lose your family and old friends. My only question is — is there a way around this insanity and — is it worth it? Lack of social support at call centers fuels burnout June 28, 2017 by 123outsource Categories: Call Center | Leave a comment For me, I do my calls in my room alone. If there is anyone else doing calls in the same room it feels very stressful. I like working alone. I also do calls about ten hours a week, and have been doing the same for twenty years. This way I don’t burnout by doing too much of the same stressful work. My other work hours are spent doing other things. But, for those working at call centers, you can’t chat with your co-workers because they are on a call when you are not. You have to learn sign language to communicate with them or pass notes. The substitute for being able to chat with others is to be constantly monitored like a slave. People are always looking over your shoulders or listening in to your calls. Call center agents in Russia call this — business as usual. But, for the rest of the world we are not used to the fact that the walls have ears. The lack of job security is yet another form of lack of social support. People get canned for light and transient reasons all the time at call centers and also quit. Workers feel they have to put up with difficult customers, yet get very little recognition for their talents and skills. Feeling undervalued, stressed out, monitored, and not allowed to talk to anyone would drive anyone out of their minds. Can’t a call center engineer a healthier way to do business? Maybe a call center where everyone gets their own room with windows that open; Lots of time to go to the bathroom and take walks or breaks; Chat time where people could chat with others; and some way to relieve oneself from the night schedule that drives Filipinos crazy at call centers. I think doing four hours a day of call center work and then spending the other four hours doing some other type of task makes more sense. It is also a way to get daylight and see your family — another form of social support. Call Center is a career popular for those just graduating college June 26, 2017 by 123outsource Categories: Call Center | Leave a comment For those just out of college, a call center job is a logical step. Call center work pays relatively well, and only requires two weeks of training. No experience is necessary either. You do need to be fluent in English and have some college under your belt. Most call center work is done at night in the Philippines and in India. But, if you are lucky enough to get Australian clients, you might work during the day! Training includes product knowledge, communication skills, and how to speak with a neutral or American accent. The reason why call center jobs are so available is because the burnout rate and attrition is so high. People cannot handle working the night shift day after day, week after week. And in addition, the stress of having micromanaging higher ups and irate customers can drive a grown man to tears. Call center work is not for the faint of heart, but if you can handle it — all the more power to you! Should email or chat support be paired with call center work? June 24, 2017 by 123outsource Categories: Call Center | Leave a comment It is exhausting and insane to answer phones more than four hours a day. Even four hours is enough to thrive the average person to madness. When I’m on vacation in places that boost my energy, I wake up early and like to do long hours of calling to destinations all over the United States. But, after three days of this in my favorite relaxing desert or forest of choice, I lose my mind! But, there must be ways for the call center industry to pair call center work with other related and easy to master work. But, what? I know — email support. The beauty of email interaction with clients is that you can answer the emails in a bunch at a time convenient for you. I typically do emails once or twice per day. I let them stack up and then do them in a bunch. If I am on vacation, I will check in after a few days and then nail off all of my emails. It takes longer when you have a pile of two hundred staring you in the face. But, for call center agents, they are already used to answering questions all day long. Answering them by email doesn’t require a drastically different skill set (other than spelling and typing dexterity) and is much more relaxing than dealing with screaming, anxious clients. Another way to pair call center work is to pair Australian call center work with American work. That way you can be awake for part of the daylight in the Philippines or India so you don’t lose your mind completely. If you are going to survive in the BPO industry long term, you need a sustainable way to keep sane and healthy which is not easy! Chat support is another good idea. It is time sensitive, since you have to be online when the client is, but it offers more time flexibility. You can do chat support 24 hours a day while you can only legally call a residence in the United States from 9am to 9pm local time. Pairing chat support with call center work might help agents to get a little much biologically needed sunlight into their system. Finally, simple data entry tasks are not time sensitive and are how I pair my day with call center activities. I add listings to various databases for my online directories. It is tedious and repetitive boring work, but I am used to it and can handle it two hours a day without banging my head against the wall. But, what I want to know is — what kind of work pumps you up instead of draining you? For me, it is discussing interesting ideas and meditating on business decisions. I think I should do that once or twice a week to optimize my week. What about you? Call center service is so poor these days, but why? June 22, 2017 by 123outsource Categories: Call Center | Leave a comment I notice that whenever I interview call center agents, or deal with them on the phone, the quality of the service is never that great. Either their interaction skills are not the best, or their product knowledge is poor. Some people are not so easy to understand on the phone either. So, what is the problem? Is it skills, training, or wha...