Philippine Call Center: Job Satisfaction

It’s a fact that call centers in the Philippines are growing rapidly because of their competitive advantage. For the past decade, the Philippines has been an attractive call center destination due to its educated, English-speaking population employing 350,000 workers. This has opened doors for many job seekers who want to pursue their call center careers.

There is no doubt that many Philippine call center agents are enjoying the benefits of choosing such jobs. Still, on the other hand, some don’t seem to understand their roles and expectations at all, which leads to job dissatisfaction.

Employee satisfaction and retention have always been important issues for the call center industry. After all, high levels of absenteeism and staff turnover can affect your bottom line, as temps, recruitment, and retraining take their toll. But few practices have made job satisfaction a top priority, perhaps because they have failed to understand the significant opportunity in front of them. Satisfied employees tend to be more productive, creative, and committed to their company.

Call centers that can create work environments that attract, motivate, and retain hard-working individuals will be better positioned to succeed. Call center management even discovers that by creating a positive workplace for their employees, they've also increased their job satisfaction. We all know that the biggest issue in call centers is work burnout. Repetitive calls every day, lack of sleep, and dealing with difficult customers – are some of the few things that affect call center agents' perception of their work. However, if the management can deal with these problems, call center agents will be more likely to stay and enjoy their jobs to the fullest.