It’s a fact that call center in the Philippines is growing rapidly because of its competitive advantage. For the past decade, the Philippines has been an attractive call-center destination due to its educated, English-speaking population employing 350,000 workers. This has opened doors for many job seekers who want to pursue their call center career. It is no doubt that many Philippine call center agents are enjoying the benefits of choosing such job but on the other hand, some don’t seem to understand their roles and expectations at all that leads to job dissatisfaction.
Employee satisfaction and retention have always been important issues for call center industry. After all, high levels of absenteeism and staff turnover can affect your bottom line, as temps, recruitment and retraining take their toll. But few practices have made job satisfaction a top priority, perhaps because they have failed to understand the significant opportunity that lies in front of them. Satisfied employees tend to be more productive, creative and committed to their company.
Call centers that can create work environments that attract, motivate and retain hard-working individuals will be better positioned to succeed. Call center management even discover that by creating a positive workplace for their employees, they’ve increased their own job satisfaction as well. We all know that the biggest issue in call center is work burnout. Repetitive call every day, lack of sleep, dealing with difficult customers – these are some of the few things that affect call center agents perception about their work. However, if the management will be able to deal with these problems, call center agents will more likely to stay and enjoy their jobs to its fullest.