JOINING THE CALL CENTER INDUSTRY? READ THIS FIRST: PART 1

Aggie Flavier   has close to 20 years' experience in the  BPO/Call Center Industry.    Photo source: Facebook

Before you respond to  an ad for a BPO/Call Center Agent  position,  read  up on the career journey of  Aggie Flavier-- former Director for Operations and Client Services at 24/7. 

Her career in the BPO/Call Center industry   started in 2006   when  she was hired at Cititrust as Phone Banking Officer. At that time,  people – including Aggie’s parents-- would call her “Telephone Operator.”

She remembers that after training for six months for her new job, the moment her first caller came in, she froze. It took her almost a minute to say anything on the line—while her manager watched nearby. Aggie was able to recover through and she completed the transaction. In time, she became very comfortable and competent in her role that when Cititrust  was acquired by Bank of the Philippine Islands, she was invited by her former manager to help set up the call center in Asian Bank. Her new role empowered her to organize and manage a call center.

In 2003, Aggie was hired as Senior Operations Manager at Convergys, where she contributed in signing up more corporate clients and in expanding the support manpower infrastructure. She was eventually promoted to Site Director for the Makati Operations.

She was already a mother two young children when she was appointed Director. The US time that Convergys had to follow became a concern forAggie. She wanted to spend more time with her family. Aggie moved in 2007 to another BPO company—24/7, which followed the Australian time that was more suitable to her family situation. As Operations Director, she had to collaborate with the the Recruitment and Talent Team  in  hiring  Call Center Agents, a process that proved to be more challenging through her years in the industry.  To her, it was a roller coaster ride.

Aggie  believed then-- and even today-- that people were the key to success of any BPO operations. She found it unfortunate  though   that  there were promising experienced call center agents, who hopped from one company to another within short periods in their  pursuit of greater compensation. This was further compounded by the apparent lack of qualified applicants. She noticed that only 10% of applicants were hired because of lack of basic oral and listening skills, as well as adequate thought processing.

Read more about Aggie's observations and sentiments on the BPO industry, and her pointers for those considering  joining it.

"Pointers for New College Graduates," by Gerry P. Siquijor.  Available at  Fully Booked, St. Pauls Bookstores, and Catholic Book Center branches in Metro Manila.