It’s 2:00AM. While most people are in deep slumber, Leo had to rush things up for his 4:00AM duty in a Call Center in Taguig. Waking up in the wee hours of the morning is no-unusual scene in a Call Center Agent’s life. He made a sign of the cross while on his way out of the house to get a jeepney ride. Who wouldn’t? Walking in the streets during those hours where most of the bad elements of the society roam, one would surely need HIS guidance and protection.
Upon reaching the office, Leo went straight to the pantry and prepared himself a cup of coffee. He is half way his cup when the bell rang. It’s the sound that tells them it’s time for the pre-shift meeting. The Team Leader first discussed the team’s game plan and the quota that they have to hit for today’s calling and right after, the never-ending line “Guys, we can make it!” was once again heard. Then they ended the pre-shift with the team’s clap cheer. A very typical scene in a Call Center Agent’s life.
Leo went to his workstation, checked his softphone, and logged in the CRM. He started his calling day having Ms. Greene as his first Client. Ms. Greene was very accomodating and gave Leo his first valid application with 2.1 points. After 2 hours of calling, the Team Leader sent the agents to their 1st 15 minutes break. Leo and his some of his co-agents went down the building and lighted up some cigars while some went to do their personal things. The 15 minutes has lapsed and the agents went back to their workstations and started calling.
Leo was in the middle of his 36th application when suddenly the voice of the client on the other line came in and out. He stood and shouted, TL, BAD LINE! The Team Leader rushed to him and checked the line. Having tested the line herself, the Team Leader went to the IT guy to file a “bad line” report. “We cannot avoid having bad lines occassionally”, the IT guy told the Team Leader. While the line is being fixed, the Team Leader gathered the agents for an up-training so as not to waste time. After about 5 minutes, the line was better and Leo and his co-agents went back to calling.
It was almost 1:00 PM and Leo already got 59 applications. But he told himself, I won’t stop calling until I hit 60 applications today! 1:00 PM struck and the Team Leader shouted “Guys, log-off! Let’s now have our post-shift meeting.” But Leo was still on the phone doing his 60th application. So the team waited for him to finish. After about 3 minutes, Leo was heard saying “That’s it Mr. Hugh. Let me remind you that the information given today…..” A closing spiel indicating that the call was a valid application. Yehey! Leo made 60 applications!
Leo went out of the office at 5:30 PM. He and some of his co-agents went to Starbuck’s to unwind and to somehow celebrate because they hit their quota. They did not stay out long because they still have work the following morning at 4:00.
What’s in a day in call center agents life? Rush, pressure, friends, fun, and everything that is typical in any other job.
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