Many of us are not aware of the repercussions of working in a call center company. Being a call center agent is not a simple job. Some people took it lightly as the easiest job nowadays because a bachelor's degree is not a requirement. Nevertheless, if you take a deep look into the real entity of a call center agent, you would realize how arduous and challenging their work can be. Not to mention the health risk that one gets from this nocturnal job and the danger of traveling to the office at night or at wee hours in the dawn.
This type of career is a good opportunity specially for the young professionals. It helped a lot of people in the Philippines, employing 372,000 jobs and contributed $6 billion to the national revenue in the year 2008. However, these companies do not want to admit that employee retention is now a common problem in the call center industry. The commencing salary of the newly hired agents today is getting low, the incentives of a regular agent is disappearing, and the poor mentoring of the basic telecommunication skills to novices, are just some of the issues that these companies are facing. In fact, these companies have gained an attrition rate of 19% according to the Call Center Association of the Philippines (CCAP). This attrition rate indicates that there is a demand of these agents for an increase in the cash component of their remuneration.
The parameters of providing a high salary rate for these agents should be administered by the human resource department, and they should implement necessary measures of setting up a high standard rate. The necessary benefits should be provided by every company in order to avoid future mass resignation and tardiness, and most importantly, to maintain complete daily head counts. The number of agents in a team per day would greatly affect the workforce specially for the commission based projects.
Working at night shuts down the body system of an agent during day time and keeps them alive during sundown. This extraordinary work hours can cause various health problems such as eye strain, voice strain, hearing problems, and musculoskeletal disorders (MSD). The drastic change of one's natural biological clock can also contribute to some health problems such as insomnia and anemia. To compensate for this common health problems the management should provide health care coverage through Health Maintenance Organization (HMO) once these agents become regular employees or when they have tenured for at least 3 months. It is also best to have nurses on duty for 24 hours since these companies operate 24 hours a day and 7 days a week, and a doctor for a regular consultation at least once a week. A daily dose of vitamins maybe supplied and healthy meals should be given rather than cups of coffee to keep them physically fit.