I have been working in the business for over 10 years now and I can tell how tedious the job is. Aside from being stigmatized socially that call center job is a brainless work, the inside job is actually exhausting most especially when you work in the operations support team. It takes immense hard work and dedication to help each call taker control each calls with value and respect. Mind you, it’s not easy to be yelled at by an irate customer nor it’s fun to work as a night owl (consider world time conversion.) Making sure the operations is running smoothly and customer satisfaction is being maintained is indeed not an easy job.
So, how does the work really being done?
I, myself is not an expert in strategies and techniques in running the business. I am also a work in progress. Tenure employees in the field say that these aspects matter: effective coaching techniques or cultivating coaching culture, hiring the right people, providing comprehensive and onboarding training, ensuring proper scheduling, balancing workflow to meet demands, etc, and the list continues. Yes, they do work effectively but as for me being supportive, being readily available and being patient in agent’s progress is the key to success.
“I am certain that God, who began the good work within you, will continue his work until it is finally finished on the day when Christ Jesus returns.” Philippians 1:6
One of my roles is to listen to random calls and provide feedback stating agent’s strengths and areas for improvement. Whenever I do this, it’s just so tempting to just criticize the bad points but overtime I have learned to focus on the good. When I just started being a support member, I am actually very strict and I yell at my agents for their errors every single time. Back then, I am one of the terror and scariest people in the production floor no one should dare to displease. ( I was also a newbie Christian too. You see, we also fail. We aren’t perfect. We stumble and do crazy things too). It’s something I am not so proud of but I am grateful for I have gain worthy life lessons. Thankfully, God have gently rebuked and helped me build a stronger foundation and thought me lessons on love and patience. I have learned how is it really to become a great mentor at work. At present whenever I listen to each call and whenever I commend an agent especially the newbies for a good call, I didn’t mean that it was the best call ever but I know it was their best at their level.
In the same way, God does not wait for us to mature for him to start loving us. He doesn’t wait for us to clean up or straighten up to think we’re good enough for his love and that I shouldn’t do that with others, either. I’ve got to love them, warts and all. Just as the Lord has been very understanding and patient with me, I’ve got to be patient with their progress too whether it’s a matter concerning call handling or attendance.
Paul is a great example of this: “I am certain that God, who began the work within you, will continue his work until it’s finally finished on the day when Christ Jesus returns.“(Philippians 1:6). He knew God was doing good, long work in the lives of the people of the Philippian church, and he was patient with their progress.
As a management head, why is important to my happiness? It’s because if I insist on perfection in my agents, I’m going to be miserable the rest of my life. If I’m always expecting perfection in my agents before I commend or accept them in my team, I’m never going to be happy because no one is perfect including me.
Here’s a little happiness hint: If you want to have happier and healthier relationships, then celebrate how far people have come rather judging them for far they still have to go. You’ve got to be patient with people’s progress.
When I think about the Lord and how he has been faithful and patient with me, it really set both of my feet on the ground. And this my friends is one of my biggest BPO journey victory. It is to be able to celebrate people instead of judging them for their imperfections, you’ll have to be patient. And the key to patience is above all is LOVE.
To add, Paul says in the next verse, “It is right that I should feel as I do about all of you, for you have a special place in my heart. (Philippians 1:7). As for me, my team and the company absolutely have a special place in my heart. God have clearly put me here for a purpose.
A few of my memories with the team. Have fun!
Forever Grateful,
Charmaine
Forever grateful 