The call center has been established as an industry in corporate world of Pakistan only over the last ten years. This industry has given thousands of unemployed graduates an opportunity to start their career without any particular work experience.
Particularly in Pakistan where unemployment rate is very high, fresh graduates take this opportunity as sunshine towards their bright future. This job is not only easily accessible but also does not have any boundaries in entrance.
Job seekers also take this opportunity as a first step towards the corporate world, but unfortunately only few happens to be successful. Most of them remain stucked in this job forever.
Following article, in my opinion, stands valid for both the call centers, serving local customers or abroad customers.
Furthermore they face number of health issues like:
And some other psychological factors like:
Now let’s discuss the above mentioned problems and the reasons causing them in detail.
Working environment in call centers
Long hours of work, permanent night shifts, incredibly high work targets, loss of identity are the major reason that threatens the employees of call center in Pakistan. The odd timings and nature of work in call center makes an agent work on a chair for 9 hrs, continuously taking calls and reading a pre-scripted document to gain the customer around the globe.
His every day performance is calculated and is appraised accordingly. A little distraction messes up with his work. All his senses are continuously in action and not only this, the stress he has to face while working could not be measures.
Health issues caused by the working conditions
This is a common problem faced by call center agent since the system designed is according to the technology not the employees’ health.
The employees of customer care have to deal with different type of customers which include some polite customers while others are really aggressive.
The most difficult and tough part for an employee is to deal with an angry customer. Customer when not satisfied with the service of the company or when they don’t wanted to be disturbed they normally get very aggressive. A customer care representative has to not only satisfy a customer but also has to tolerate the abusive languages. He/she tries to remain calm irrespective of how bad he/she is feeling
This result to demotivation and stress in an employee. He feels disrespected and humiliated.
Things that Cell Center Agents Should Get: