Bpo Employment: Not Stop-gap Anymore!

BPO employees have had a change of heart

BPO employees have had a change of heart. During the initial days of the call center industry, the agents and employees were casual about their jobs. They looked at call centers as a stop-gap career choice. Most of them moved on to mainstream career choices like offline marketing, retail and sales. In a way, they were not comfortable working at telemarketing services because they felt that this was an industry that couldnt offer them stability in terms of job or career. Telemarketing agents were often college goers looking for a quick buck. They needed money to finance their upwardly mobile life. Finally there was the consolidation phase in the business process outsourcing industry when the influx of projects became more regular and the outsourcing industry got recognition as a preferred career choice.

The recession may have changed the global face of business, but it did a world of good for the BPO sector. While the other industries tanked vigorously, the call centers continued to hire and expand. This was something that became a life-saver for many economies of the third world. Thousands of youngsters could get jobs at the call center units of these areas. The employment percentage shot up higher despite the global economic meltdown. The governments ruling these areas could not be more grateful to the telemarketing industry for providing employment to the young people. The young people, on the other hand, were delighted that they could find employment in an industry that can also double up as a suitable career option. The call centers had improved in the time being. There was more opportunity, more of diversification in call center services and more of hierarchy that these young guns could scale. It was a revamped industry and it was hiring in droves.

The best part about the new BPO approach was that it was handling more diversified work. It was not just about employing customer service agents and voice experts. Call centers now take on other non-voice projects as well. For example, many telemarketing units are going online and doing projects on web marketing and web development. Software, social media and programming are the new buzzwords of a call center! No prizes for guessing, therefore, that employees of different vocations would be needed. Web designers, software developers, programmers, writers and SEO experts are actively hired in the modern BPO service unit. These professionals are also taking the industry seriously, because thats where the jobs are.

The hierarchy system at call centers have improved immensely. Previously the structure was very flat. Hundreds of call center agents would take or make calls. There was little chance of an agent to make the next grade. Even if one did, it was only after years of toil. That has changed in the BPO units. The emergence of a distinctly demarcated hierarchy is a prime reason why the young people feel the pull towards the telemarketing units. They know that they can progress and climb up the corporate ladder if they continue to work properly.

by: Jems Hug

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