I would like to project another perspective to the call-center phenomenon. The person in this article was working for a call center that didn't have a positive employee focus. I worked at a call center for 14 months, and found it to be a great learning experience. In addition to learning about cutting edge computer hardware, I also learnt operations management and the dynamics of my process. I learnt about the metrics that drive the process. I learnt about call forecasting, queue management, quality management and performance rating systems. I also got exposure to process improvement systems based on Six Sigma. I got paid at the same time too!
Subhash is like a lot of people I knew at my old workplace. They came to work with blinkers on, took calls and left. They never cared to look at what drives the process - they never cared to learn. Many of them jumped ship within six to eight months of joining - for a marginal increase in pay and the hopes of a better company. Theyre still slogging at calls- with blinkers on. Some went back to college.
Today, Im in a much better position at a prominent Financial Services company. The knowledge that I picked up at the call center is
