Advantages / Benefits of call center jobs :
Call centers in India offer good starting salaries with regular raises
every year. Typical salary of a person working in India can vary
between 15000 rupees to 30,000 rupees or even higher. This is much
higher than individuals working in most other traditional professions
like Government jobs, teachers, clerks and armed forces. there is no
doubt that money is very important these days and call centers are a
good opportunity to earn some good money. Therefore you need not be
just an engineer or a doctor to earn good money.
2. QUALIFICATION: All call centers require you to be fluent in
English, although most do expect you to have at least a bachelors
degree like BSC or BA. For certain types of jobs like Medical or Tech.
outsourcing, having a background or education in that field can
certainly add to your advantage. Bilingual (people who speak multiple
languages) individuals who are fluent in Spanish, German and French
have a great advantage over others. Spanish language has nice
penetration in United States due to Mexican (Spanish speaking)
immigrants, similarly French has a great demand in Canada.
3. CLEAN WORK: Well there is no running around to get your work
done, most bigger call centers will even provide you a convenient bus
service from several pick-up locations in the city. This is especially
convenient for girls of India because of elevated women crime in recent
years. Your job requires talking over the phone after going through an
intensive customer support training. Most call centers also provide
free snacks and drinks to their employees.
4. GROWTH- FLEXIBILITY TO CHANGE JOBS EASILY: People with just a
few years on experience are in great demand, and will usually be able
to change their jobs to a competing call center company for a better
salary and position.
5. ON JOB TRAINNING: Call centers provide trainning and how to
deal with customers and the best part is that they even pay you when
they train you. The trainning typically lasts for a few weeks and often
followed by a supervised practical experience.
6. MEDICAL INSURANCE: Many call canters provide good health
insurance for your family at a low cost. They may even provide
counseling to deal with the stress is you happen to deal with a tough
or abusive customer.
7. OPPORTUNITY TO WORK OVERSEAS: Often Indian all centers have
an overseas office, they will regularly send a small percentage of
their employees to countries like United States, Britain etc .. so that
they understand their working environment better. These trips can not
only be fun but also a great opportunity to earn higher money in US
8. CALL CENTER EMPLOYEES MAY BE ABLE WORK FROM HOME NOW:
As of August 2008, The Indian government has given its go-ahead to
agents working at call centers, other service providers included, to
work from home. But BPO firms are already voicing security concerns
which, they say, would not allow them to make full use of the concept.
Disadvantages of Call centers:
1. ODD WORKING HOURS:
Most of the call centers in India support overseas operations and
majority of professionals have night shifts. Although many have day
shifts as they support domestic Indian customers, or off-business
support hours of the overseas company which happens to be day-time for
India. In majority of cases Indian call center jobs mostly have odd
2. FAMILY LIFE: This is somewhat associated with odd working
hours. Evenings are the best time to spend quality time with your
spouse and children and those are actually your working hours. Your
life as a call center employee can be very lonely and frustrating at
3. HEALTH ISSUES: Sleep disorders, heart disease, eyesight
problems and depression are just a few issues surrounding the call
center jobs. People also tend to gain weight as most of the time they
are sitting in their small cubicle. Health issues in Indian call center
industry is becoming a major issue. Even though you work only 5 days a
week, for rest of the two days it is not easy to swap your sleep cycle
the other way around.
4. ABUSIVE CLIENTS: Many of the customers you speak with can
actually get very abusive or angry. They are often able to guess from
you accent that you are located in India and many customers are anyway
unhappy about their work being outsourced to India. Since your call is
often recorded you cannot reply them back angrily, in most cases you
will transfer the call to your manager or to a call center located in
their own country or in worst case hang up. American accent and Indian
English accent are quite different and takes time to overcome the
difference. As a call center employee you should try not to take things
5. AGE FACTOR: Since call center jobs are quite stressful,
especially after a few months working in this industry many individuals
quit and change their profession, often to a lower paying job. If you
able to make your way up to the managerial level or the higher
corporate ladder, life is much better, otherwise the daily monotonous
work starts to really frustrate you.
6. SOCIAL ISSUES / ALCOHOL CONSUMPTION / SEX ISSUES: Most people
working in call centers are in 20's or early 30's, so it is very
obvious that they often get into physical relationships. There was an
article from Reuters (in 2006) "sex life of call center workers
fascinates India", this is often a shock for people who follow
conservative values. Additionally the alcohol consumption is much
higher in the Individuals working in call centers. In extreme cases
some individuals switch to drugs use. Condom vending machines will soon
be installed in several call centers and IT companies to deal with
rising threat of HIV/AIDS because young employees are increasingly
having unprotected sex with multiple partners in affairs developed
during nights shifts (Ref - IANS).
7. FUTURE TREND OF CALL CENTER JOBS: Call center jobs are the
easiest to be transferred from one place to another. Today India offers
a great cost saving compared to other locations, but with salaries
rising about 10% every year in near future they will become comparable
to other low cost locations like Philippines, Vietnam, Indonesia,
Mexico and Eastern Europe. In that case either the salary increments
will slow down substantially or companies will start moving jobs from
India to these locations. RUPEE APPRECIATION - Additionally if the
rupee becomes stronger then your current salary will start to appear
Other disadvantages which have been raised recently include Loss of
direct managerial control, security and confidentiality, legal costs
and unfavorable contract lengths.
Annual staff turnover at Indian BPOs stands at 24 percent, ahead of the
country's average of 16 percent (source ZDNet Asia- Sept 8th 2008).
CONCLUSION: There are several pros and cons of working in a call
center. Biggest advantage being the salary and biggest disadvantage
being the odd lifestyle. The opinions could differ according to the thoughts of different people. To my experience I love and enjoy working in a call center in spite of the various disadvantages that we face.