Tuesday, July 29, 2008 It's all about fitting in By Carlo P. Mallo
WE HAVE always seen them around, on our way to school or work, or when we are still sipping coffee to perk us up, there they are standing at the corner of some street downtown waiting for their rides home. And most of them, at least a majority of them are women.
No, I am not referring to those who stand along the streets of the city the whole night, waiting for some stranger to pick them up.
I am referring to the increasing number of call center representatives whom we see daily on their way home, just when the city awakens to a brand new day.
Being in the business process outsourcing industry, call centers in the country usually adapt to the timezone of their respective clienteles, most are halfway around the globe.
But, what is it really to be part of the call center industry? How does one cope with the reported stressful environment that is associated with the job?
Apple, 24, has been in the call center industry here in Davao City for the past two years already and is now a team leader for one of the center's departments - the Spanish accounts.
"I started off as a regular call center agent, and my first assignment was with the graveyard shift," Apple recounts her experience as she started out as a call center representative.
It was way back in 2006, when Apple applied in one of the cities call centers.
"There was really a need for adjustments, it's not like I can still keep on going out when I want to," Apple said.
There were times, according to Apple, when she would rather sleep than go out on her day-offs as she was still adjusting to the routine of waking up at 8 p.m. to prepare for her work, which started at 11 p.m.
"I'll be at work before 11 p.m. and usually I get to leave at 7 a.m. or around 10 a.m. It really depends on the situation," Apple said.
The weirdest thing that Apple encountered was the feeling of going out of the office in broad daylight, and everyone seems to be rushing around to start their day while hers is just about to wrap up.
"After work, I still go to the malls, or do stuff around the house, it's not what people think that when we get home we immediately sleep," Apple said.
According to Apple, it is usually around 1 p.m. when she finally gets to fall asleep, in a room that have shut blinds and an aircon in full blast to give her a feel of the night environment while the sun is scorching hot outside.
Another call center representative, Menchie, 25, recounts her experience in Cebu City where the call center industry is thriving.
"After work, it's the time we go out - we go to the malls, especially Ayala as it was near our work," Menchie said.
"Sa start mahirap talaga ang time, pero you can adjust eventually 'man," Menchie added.
Apple echoed the sentiments of Menchie, saying that while it is true that her filed of work is physically demanding, she is having the time of her life with the experiences that she has.
"It's a new found responsibility for me, to be actually working, that is why I am having so much fun," Apple said.
However, Apple asserted that the call center representatives in Davao City are very much unlike those in Cebu City and in Metro Manila.
"We don't have places here that would allow us to party anytime of the day, unlike in Manila wherein there are clubs that cater to the call center market," Apple said.
"Most of my officemates are not from Davao, a number of them are from other provinces here in Mindanao," Apple said.
The reason why people coming in as far as Zamboanga have opted to enter the call center industry in Davao City is primarily because of proximity to home.
"And there are higer rates daw dito, compared dun sa Zamboanga," Apple said.
It has already been two years since Apple first stepped into her cubicle and put on those headsets and started answering the calls and queries in her newly acquired American accent English, now she handles the Spanish accounts of the company.
"I have learned how to speak Spanish, it's a good thing I have a background in Spanish," Apple said.
Though she still works during the graveyard shift, she has already adjusted well with her time schedule.
"My shift now varies, sometimes I have to be present in the morning, sometimes I do the graveyard shift, but it's not a problem anymore," Apple said.
Apple and Menchie may be two of the lucky ones to have entered the physically demanding call center industry and yet have had the time of their lives - a far cry from the stories often told wherein call center representatives have the trauma of discriminating and screaming clients.
But when one comes to think about it, it's the same with any job, no matter how good you are in the profession but if you don't love your job, it will never work out.
