I would like to note this wonderful article by Allyn Lara published at the PDI Youngblood section. Nicely written and absolutely good discoveries in the call center industry.
YOUNG BLOOD
Inside call centers
By Allyn C. Lara
Inquirer
Last updated 01:40am (Mla time) 12/04/2007
Perhaps many people have already written about the wonders and benefits of the call center industry: how it has been providing generous pay, perks and privileges to the twentysomethings, or how it has provided jobs to thousands of Filipinos all over the country.
These are the known facts. But what about the unknown bits and pieces that make up a call center?
Oftentimes, things “unknown” are interpreted to mean scary or ugly or even taboo. In the call center industry, however, it does not need to have always a negative connotation. So I am writing to share with everyone some unknown facts: anecdotes, procedures and other crazy stories that make an entire industry. These are basically experiences someone inside the industry encounters almost on a daily basis that may shock, disturb or simply amuse.
Here then is a chronicle of my not-so-ordinary, five-year, call center experience.
Fact No. 1: The call center is the new church of the gay religion. Work in a call center for just one day (or night, since most call centers are on graveyard shift anyway) and you will meet dozens of gorgeous, uh, men. They can be divided into three groups: (1) the homophobic straights (these are the guys who would pulverize over-aggressive gay men in public restrooms), (2) the curious straights (their primary preference are women but when enticed or seduced by gay men, they give in), and (3) the certified gays, who can be sub-categorized into two groups -- the peppermints, a.k.a. “Pa-MHIN-Ta,” (discreet, still-hiding-in-the-closet gay men, and the flambouyants who either cross-dress or are just too loud and proud of their homosexuality).
Fact No. 2: The call center industry is the breeding ground for “college bosses.” Gone are the days when a typical boss was an old, fat, balding guy who ordered everyone around and asked anyone to fix him a cup of coffee. In the call center industry, you get to meet very young bosses whose ages range from 22 to 25 years. They are definitely not the classic “The Devil Wears Prada” bosses, instead they are your carefree, fresh-from-college bosses who love to party and drink Starbucks coffee as if it’s water. Oftentimes, these bosses get to where they are not because of their superior skills and intelligence but because of their great “talent” to smother their own bosses with praises and compliments and their ability to kiss butts.
Fact No. 3: The call center industry is slowly turning into a haven for the “plastics.” The movie “Mean Girls” glorified the “plastics” as portrayed by Lindsay Lohan and Rachel McAdams. They are basically persons who do not show their true colors, and most of the time they engage in backbiting.
Working in a call center exposes you to the world of “plastics.” Beware of those who treat you extraordinarily nice, those who appear too friendly, because they are oftentimes the same persons who say the unkindest things about you behind your back. Once I took an elevator, with two colleagues whom I will just call Gorio and Tekla. We made small talk and I heard Tekla say, “Gosh, Gorio, you’re so funny talaga…” and ended with a sweet, melodious laugh. Gorio laughed with her and got off the elevator. As soon as the poor guy was out of earshot, Tekla looked at me, made a face and said, “Gosh, Allyn, I hate that guy! He is so 'pa-bibo'… taking out our boss for cocktails just to get promoted. He’s so undeserving! Duh!”
I wanted to ask Tekla, “Wasn’t it just seconds ago when you were cracking jokes with Gorio? And now you’re telling me you hate the guy?” Like, duh!
Fact No. 4: The call center industry is the modern-day Garden of Eden. Remember it was in that garden where Adam and Eve met and fell in love, and now the call center is a paradise for lovers. It is where single men and women meet, work together and fall in love. It is also where married men and married women meet, work together, fall in love and leave their wives or husbands. Morality and social obligations are often overlooked, if not, deliberately forgotten as lust triumphs completely.
Fact No. 5: The call center industry is a ticket for foreign travels. Most call center companies nowadays include training abroad as part of the job offer to entice the best applicants. True enough, there are call centers that send their employees to places like United States and United Kingdom on all-expense-paid trips. There are so many stories about young men and women who had the wonderful opportunity of traveling overseas, thanks to generous companies.
These are just some of the many things that very few people know about the call center industry. In writing about them, my intention is not to expose or mock people working in the industry or expose some ugly, hidden truths, policies or procedures. I am merely writing about the experiences I had while working in a call center. After working in the industry for five years, I think I can say I know its ins and outs. Indeed the industry is worth venturing into, as it promises an unbelievable and magical journey.
Allyn C. Lara, 28, has a bachelor’s degree in European Languages from the University of the Philippines and now supervises a family business dealing with scents and fragrances.
