Before becoming a call centre agent, Anita Rawal was a postgraduate in English. She gives us an insight into Jobs in call centres. Ms Rawal sees herself as a professional, she is working as a team coordinator in a call centre, which is equal to a managerial post (counted as in call centre). Her search for a different profile in institutions other than call centres continues till date since last one year!
According to a study done by the Government-funded research institute, highly qualified, educated, intelligent graduates are simply wasting time and talent, exhausting themselves in repetitive tasks in a call centre. The research also states that these call centres only offer jobs but they do not build any career for any of their employees.
Though this report was an explosion, the call centre industry did bring new business opportunities and good pay in India, but behind this rosy picture, labour exploitation continues.
There is a general view of call centre jobs; no parent finds its worth! They believe it is just a waste of time and talent. They just do not want their kid’s knowledge to go in vain. They do not want their kids to work all night with headphones on. Call centres initially came from the Western countries to deal with their customers. Hence the working schedule was and still is usually all night. This scenario does not give a positive image of this Industry.
Even many negative feedbacks, the benefits and advantages of call centre jobs are way too much. Call centre job’s no-brainer is a myth.
A call centre job was one of the most popular institutions which even though faded hasn’t left its mark. It has one of the best customer monitoring programmes that keeps a very good customer record and response.
Call centres have one of the highest customer service feeds. They are very successful in gaining customers trust. A lot of companies have still not availed of these services.
The training programmes conducted in/by call centres are productive ones.
Call centre position started falling since 2009, and it deteriorated further till 2011 due to various reasons, since then the call centre industry has never bloomed. The saturation level came in due to a few factors.
- The labour work was extensive.
- The working hours have been hectic.
- Customer dissatisfaction was one important factor.
- Low pay and immense work.
- The global recession and overseas companies building teams within their geography..etc.
- Not enough workers to run the institution. As call centre needs at least 300-500 employees to run a successful business.
On the other hand, now people have started getting jobs of their choice, calibre and skill. Online job searching webs have made things very easy and convenient for the employees. Job satisfaction and work are more important nowadays. However, if call centres are brought back the market, it will flair and the economy will definitely bloom.