Euphemisms for call center

Call centers are continuously proliferating the industries. They are the major members of the so-called BPO or Business Processing Outsourcing. Since our country is now one of Asia’s outsourcing hubs, workers are continuously attracted to apply as agents. In fact, the government has been highlighting that job opportunities in the country are increasing – all because of call centers. Interestingly, call center has many euphemisms – “the substitution of agreeable or inoffensive expression for one that may offend something unpleasant to the listener.” I’ve searched a number of positions that are actually misnomers. The title is interesting to hear, but once you read the job description you can definitely identify that it is a “call center”. Here are some good substitutes for the name “call center”.

 1. Technical /analyst position. The job of a technical analyst is to sell products to customers abroad. Sykes-Emerson, for instance, is selling technical products (e.g. gas analyzers and mechanical instruments). So they need “technical analysts” or agents to explain the specifications of the products.

2. Fraud Inbound Analyst. Sounds interesting. Also a technical agent, the job of fraud inbound analysts is to detect – as the name suggests – fraud issues, particularly involving credit card accounts. But you must be well versed on credit card accounts. JP Morgan Chase (an outsourcing firm in the country) use this term.

3. Technical support representative. You manage calls related to PC and electronic troubleshooting. This is the most common form of agents.

4. Customer service representative. Of course, you are dealing with many customers everyday. You serve them (and love them?)

Now, here are general requirements for call center agents: · Above average English communication skills. In other companies, they use the term “excellent” · Applicants must work on shifting schedules including graveyard.

· Computer literate and proficient in keyboarding.

· Filipino citizens or holder of relevant residence.

There is one confidential article I found being used by a certain company. The article states that BPOs have no longer the luxury to get new graduates from top universities. So they are challenging the tier tertiary levels to upgrade the English and general subjects of schools. In reality, the BPOs have the luxury to get these “Ivy school” graduates.

However, such new workers want jobs that will fit their personality and will accelerate them to their career paths. Since they came from top schools, they believe they will qualify for the best jobs in the workplace. On the other hand, the “campus-based call center is just one of the President’s flagship projects in tertiary education, and said the development of call centers in the country could be an alternative lucrative job that could discourage new graduate from seeking greener pastures abroad.” At least 300 million pesos were allocated for call center buildings. The government, I believe, is really tailor fitting the new graduates to such industries. Why not invest a bigger portion of the fund to innovative ideas? If this will be allocated MORE for innovative projects such as entrepreneurship and agricultural technology, the government will be able to maximize the potential talents of young people. While the risks are greater, the return is worth it.

Add value to you…

As of now, having call centers is an inevitable phenomenon. If you’ll work in a call center, do not be overwhelmed by the highly competitive salary. Be more concerned with your career. Master English. Observe the industries you are serving. I have friends, who worked for call centers first, while their visas are being processed. One church worker wanted to improve his communication skills and confidence, and so he tried the call center. After one year in the industry, he enrolled in DLSU to take up masters in IT. This is under government scholarship. Here’s the catch: Don’t stay here the rest of your life; make sure that you are doing this only to add value to yourself.