Call Center Working Conditions Need Improvement

The working conditions at the call center needs to improve

. That is the verdict from BPO seminars and conferences being held all over the world. The employees who slog their guts out day in and day out are more than unhappy at certain workplace environments. The complaints have largely to do with how things have changed for the business process outsourcing industry in the last couple of years. More work pressure, steep deadlines and stiff targets: all contribute to some negative vibes in the answering service industry. Lets take a closer look at some of the pet peeves of call center services agents.

The list begins on a traditional punch. The boss! The manager or the supervisor is being pinned on the dartboard as the single most important call center grouse! The stereotypical boss of a BPO is painted as a yelling megalomaniac, to borrow the exact words of an answering service agent who prefers anonymity. Anyone working in an office knows that the boss can be overbearing and dictatorial. We have come to accept that as part of our professional lives. Things have changed for the worse. With more on his plate than ever before, the call center services boss is finding it difficult to keep cool. There are angry showdowns every other day. Employees are speculating each second about when the tirade will resume.

Lower down the call center hierarchy, the supervisor or the team leader is the next cause of concern. The supervisor is in a thankless situation. His immediate superior is bullying down on him to increase the BPO profit margins. His resources are being curtailed because of the recession. With nothing to turn to, the answering service agents are being subjected to intense scrutiny at all times. Their every action is being monitored. They are being grilled about their work for the day. Business process outsourcing employees who are not being able to meet their targets are being severely reprimanded. Constructive discussions are going out through the window and being replaced by empty words of anger and suppressed despair.

The call center agents feel themselves oscillating on the branches of uncertainty. They are scared of the paucity of projects. They are concerned about missed deadlines and disowned BPO projects. On a micro level, they are concerned about losing their jobs. They want to cry out harassment at the unfair treatment being meted out at some answering service firms. But they are mum because they know that being vocal will bring them the pink slip. The average call center services agent is being saddled with work that requires more skills and definitely more time. You can find employees and agents working overtime almost every single shift. Firms are reluctant to hire because optimization of manpower is on their agenda. Yes, you may talk about stress and burnout but the powers-that-be are not really willing to think on those lines now. Thanks to surplus options in the manpower department, they can very well sack you and get someone to do that same amount of work at lesser pay!

by: Ivana Lewis

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