Are call center training schools really producing candidates for the various small or large call center companies around the country with inadequate skills for promotion? Is the Philippines creating a population akin to factory workers of decades ago hype? Is the call center industry in the verge of imploding because of the increasing cost of training only entry level people, driving the cost of outsourcing in the Philippines higher?
My personal answer to all three questions is yes – many call center agents enter the corporate world without the right skills to succumb not only the graveyard shift but to tackle organizational ponderings. These entry-level employees are just like the thousands of factory workers of the past that did robotic tasks day in, day out. Today, call center agents are like parrots, mimicking scripts rather than understanding their work and their role. In fact, many call center agents do not even finish college because call center companies started accepting undergraduates years back. Teens and yuppies would rather get a paycheck than finish their studies. That’s a sad realization today. At least before, factory workers worked without achieving a college degree simply because they couldn’t afford to pay tuition.
But, let me throw a question that may change the entire call center education landscape. What if there is a technology that could allow training schools more courses to teach besides just the usual lessons on becoming a good call center agent? What if this technology can give colleges and universities the chance to create a call center degree, exactly what the computer revolution of the 60’s and 70’s created multitudes of degrees in computer science starting in the 70’s and the 80’s.
Today, there aren’t enough retirees from the call center industry to provide a big pool of professors capable of teaching the entire process cycle of call center operations. A few managers have resigned because of burn out and you don’t want those kinds of people teaching kids a future career with angst and complains. I believe technology may provide a means to create new and better course-wares beyond the norm of just training a Filipino to be a call center agent. If the schools were given access to a good call center technology, then it can creatively position their students to become graduating professionals capable of providing skills and knowhow beyond the existing entry-level training system and allow call center companies to easily integrate these new human resources into their organizations without having to spend too much on organizational development, post-agent skills and a lot of coaching and mentoring – just to explain what kind of career the agent can have.
So, rather than stick with the norm and continue producing factory workers for the call center industry, why not start creating call center professionals who will be prepared for a call center career? Not just a job but a real career in the call center. When these new graduates enter the call center company, they already know how it operates because they were taught several hands-on courses on each of the job position in a typical call center organization. Everyone can teach theory but if there is no practical approach to experience the real world, it may not correctly benefit the students. For someone educated in this new way, they may now know exactly what kind of role they want to pursue after being hired as an agent. A few may have decided that in 5 or 10 years from now, they want to manage a specific kind of department. Isn’t this better than exerting a mountain of effort in developing a neophyte call center employee whose education had nothing to do with the other aspects of the call center organization? Won’t it benefit the companies to lower their cost of training and organizational development because agents already have a general idea and basic hands-on skill to handle other kinds of work past their entry-level agent job?
If you are managing a training institution or a school department that currently provides short courses on how to be a call center agent, and are interested in this technology that can allow you to produce better graduates, CONTACT ME AND LET’S TALK about what this technology can do for you and your school.
If you are managing a college or university that’s thinking of incorporating call center courses but do not know how to start it off or what to offer, CONTACT ME AND LET’S TALK about how this technology can create a new kind of educational offering to the public.
If you are an entrepreneur geared towards setting up an academic institution but have no idea what kind of call center courses you’d like to offer or begin with, CONTACT ME AND LET’S TALK about this technology that can spur your creativity to begin something others have not yet even thought about.