From Good to Great: How to Succeed as a Call Center Agent

Success is not just about landing a job—it’s about thriving in the role, embracing growth, and seizing opportunities. Jermaine "Maine" Arco, Chief Operating Officer of Select VoiceCom, embodies this journey. From humble beginnings as a data entry specialist to climbing the ranks of the corporate ladder, his story is one of resilience, ambition, and continuous self-improvement. In this exclusive interview, we share Jermaine’s experiences, insights, and tips to inspire aspiring agents to make their mark in the industry.

From Curiosity to Career

Jermaine’s journey into the BPO industry began with curiosity. In 2005, he was working in a data entry role in the same building that housed several contact centers. Seeing agents enjoying higher salaries and better perks, he was motivated to transition into the industry.

“I was walking home or taking a jeepney while they were taking taxis. That made me think, ‘I want to be a contact center agent in Cebu’s IT Park.’ So while I was still in my data role, I started learning what it takes to become one,” he recalls.

With no strong English background, Jermaine sought help from a linguistic graduate named Karen, a team leader who would become his mentor. “I couldn’t even form a proper sentence in English. But Karen gave me tips and guidance. A few months later, I applied at People Support, now known as Teleperformance. It took me two or three attempts, but I finally passed the language training and became an agent.”

The First Steps and the Grind

Transitioning from a non-voice to a voice role was not easy. The learning curve was steep, and the pressure was high. But Jermaine was determined to make it.

“If you are willing to take risks and put in the effort, the transition becomes worthwhile. Back then, there were no online resources to guide us like today. I took advantage of every opportunity to improve,” he shares.

Despite lacking a concrete career plan, Jermaine had clear short-term goals. “At first, my goal was simple—to hit my metrics and prove my worth as an agent. From there, I kept pushing myself to do better. I wasn’t competing with my peers but with myself.”

Defining Moments and Career Growth

Jermaine’s determination and work ethic did not go unnoticed. After transferring to a new company with better pay, he met his wife, Glayza, who inspired him to set long-term career goals.

“When I met Glayza, my mindset changed. Before, I saw my job as just a means to survive. But meeting her made me want to provide for a future. I started setting five-year goals for myself,” he explains.

Eventually, Jermaine joined Executive Boutique what is now Select VoiceCom. “Back then, we were just a team of 30+ agents. I studied the campaign intensely and exceeded the goals set for us. The aim was to stay as an agent, finish my college degree, and secure my future.”

His dedication paid off when he was noticed by Dave, a manager at the time, who offered him a leadership role. “I grabbed the opportunity instantly. I told myself, ‘I’ll figure it out as I go.’”

Lessons in Leadership and Personal Growth

One of the defining moments in Jermaine’s career was transitioning from an agent to a team leader. He attributes his confidence and leadership skills to his upbringing.

“My dad was my first mentor. He started as a construction worker and eventually became a sous chef. He taught me that when an opportunity comes, you take it and work hard to sustain it.”

For Jermaine, leadership was never about competing with colleagues. “If you compete with your peers, they will resent you. Instead, compete with yourself. Focus on giving more, on improving every day, and on having positive intentions.”

COO Jermaine Arco  from L-R with KL Gutierrez (Social Media Specialist), Paula Isaiah Panganiban - Castillo (Head of Digital Marketing and Communications), Ann Espina (Brand Communications Supervisor) and Key Manatad (Davao Operations Manager) 

Floor expansion of SVC at the i1 Building, 5F

Overcoming Challenges and Finding Meaning

Despite his success, Jermaine acknowledges that challenges are inevitable. Burnout, doubts, and struggles come with the job. However, he believes that finding meaning in what you do is key to overcoming obstacles.

“You need a reason bigger than yourself. Whether it’s providing for your family, serving the community, or having long-term financial security—these things push you forward. If you’re only working for yourself, it’s easy to give up.”

Advice for Aspiring Call Center Agents

For those looking to succeed in the call center industry, Jermaine highlights one crucial trait—consistency.

“The most difficult skill to develop is the grit to be consistent. Success isn’t about overnight results. It’s about showing up every day, sticking to your routine, and continuously improving.”

He also emphasizes the importance of taking advantage of opportunities. “Some people have a false sense of security and refuse to take risks. But if you stay in your comfort zone, you’re doing yourself a disservice. Be open to challenges, take chances, and push yourself beyond your limits.”

Building a Culture of Growth at Select VoiceCom

As COO of Select VoiceCom, Jermaine is committed to ensuring that the company maintains a strong culture of growth and support.

“At Select VoiceCom, our goal is to expand without sacrificing our company culture. What separates us from the rest of the industry is that we see our agents as family. Our number one priority is keeping our employees happy. It’s a challenge, but with the right efforts, we can get closer to that goal.”

Your Journey Starts Here

Jermaine’s journey from agent to COO proves that with resilience, hard work, and the right mindset, anyone can achieve career success. His story serves as an inspiration for those who dream of growing within the BPO industry.

“For anyone starting out, remember that growth starts from within. Your attitude, work ethic, and commitment to excellence will determine how far you go. The opportunities are there—you just have to be willing to take them.”

If you’re ready to take that first step toward a rewarding career in the BPO industry, Select VoiceCom is the place to be. Join a company that values your growth, supports your ambitions, and treats you like family. Apply today and start your journey from good to great! — Paula Isaiah Panganiban - Castillo, Select VoiceCom