There is one industry that constantly makes news. Be it for the culture it has set, the safety of its personnel or the hefty pay cheques it gives young team players -- the call centre industry is one of the most talked-about industries today.
Despite the glamour and the moolah, there are many who have worked with a call centre and have quit the industry. They now pursue different professions.
Shashank Robby, who owns Power Talk Human Resources, a recruitment firm says, "It can take anywhere between six months to two years for an individual to realise that he/ she does not belong in the call centre industry. On an average, most employees last at one call centre for around six to eight months."
According to Shashank, BPO employees switch jobs primarily because of night shifts. "After two or three years of doing the same thing, they get bored. It also takes a toll on their health. For many, no career growth takes place in the two or three years that they are working at a call centre; it's a very competitive industry these days. And so they quit," he adds.
Once these employees quit, they move towards the retail industry because of their good communication skills. "Many join the banking and insurance industry as trainers, they go into human resource development, or opt for the travel and hospitality industry. Some also get into sales and marketing," Shashank explains.
However, the lure of the industry remains. There are three things that attract a youngster to the industry -- money, money and more money. "No other industry offers freshers a pay of Rs 12,000, that too as soon as they have cleared Class XII. The perks are also awesome -- pick-up and drop facilities, swanky offices, subsidised canteen facilities, regular parties, incentives and bonuses. And the only skill you need to have is good communication and language skills," says Shashank.
Mumbaikar Iana Lobo, 25, worked with 3G as a customer care executive. She quit in six months. "My parents were not happy with the night shifts. Moreover, I realised that I too was not comfortable being dropped home at 3 or 4 am in the morning. It's not safe anymore," she explains.
Iana is currently working with a recruiting firm and is very happy with her job. "I realise now that I was not cut out for a call centre job. I am not a night person."
She adds that the job profile was also stressful. "It was very stressful dealing with irate customers. You need to be a different type of individual to be able to deal with that kind of stress."
However, Iana maintains that taking up a call centre job is an individual's decision. "If you do not mind the night shifts, handling all kinds of customers and trust the set up, then you should go ahead and join a call centre," she says.
As for her, she does not miss anything related to the call centre industry. She is truly happy that she quit.
A similar case is that of Vikas Mitra, 27, from Bangalore. Vikas used to work at a Delhi-based call centre as a technical support executive. "Initially the job offerd challenges," he remembers, "It was great talking to people from across the world and helping them out."
The challenge, according to him, ebbed when he realised that he would be doing the same job for more than three years. "I saw my seniors, who had been there for around three years or so and I realised that they were doing the same thing that I was doing. Only they seemed to be doing it out of habit," he explains.
Vikas considers himself to be passionate about his work. "I could not see myself working that way. That's when I understood I needed to change. I started exploring other options. Luckily for me I got a break in a software company, since I have a technical background. They trained me to meet their specific needs. I also did some certifications on my own."
Vikas has been in the software industry for two years now and is very happy with the shifts. "At least here I see that if I am bored I can learn some new technology and enhance my profile," he explains. "With the call centre industry, the only option left to me was to switch to another call centre."
He is very happy with the change and says that he will never return to a BPO job. "I am glad I got the right break in another field. There are many in the BPO industry who do not quit their jobs simply because they don't know what else to do."
Niraj Damle, 26, Mumbai
Niraj Damle, a 26-year-old Mumbaikar, has a different story to tell. Niraj truly enjoyed working at a call centre -- 3G -- and was happy with his job. "We did a lot of work and also had a lot of fun there," he recollects. "However, I had to quit due to personal reasons. My father was not keeping too well, our family business had expanded quite a bit and it was becoming unmanageable. Moreover, I was suffering from some minor health problems too."
So it was bye bye to the call centre industry and Niraj entered into his father's business (manufacturing consumer goods). "I do not miss the call centre industry -- if I was unemployed, I would miss work, generally. As long as I am working, I'm happy. My current job is much more challenging than my BPO stint."
As against many others who quit the industry because of the late night shifts, Niraj enjoyed them. "I liked the life. I don't sleep much. So I was very happy with the set up," he laughs. Working through the day in his current role did take a bit of acclimatising. "That's alright. Even in a call centre you have to acclimatise yourself to the shift changes," he says. "It takes awhile."
Niraj maintains that he would go back to a call centre job if he was left with no other option. "I don't mind going back," he concludes.
It is a well-known fact that many call centre executives today are expressing concern about their lifestyles and general health. The fact remains that the lure of big money is irresistible to youngsters, but many quit their jobs in the first few months either because they are fed up of the night shifts and lack of growth, or in pursuit of more viable options. Very few consider the BPO industry a platform upon which they can build lifelong careers.
Says Shashank, "I do not encourage youngsters to join call centres. In general women, smart workers and diplomatic individuals last longer in the BPO industry. Those who want to build a substantial career for themselves do not. The bottom line -- remain in the industry while you are benefitting from it. Quit the minute it starts getting to you."
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