The call center industry is in a unique position today. While 2012 got us a 3rd place ranking by a US firm named Tholons, recent rankings put us in the number one spot today. We have beaten India to the top spot, another call center giant in Asia. Those in the industry attribute our rise to the fact that our English accent is not as grating compared to those from other countries. Others say that Filipino call center agents come across as more “caring”.
No wonder that the industry is considered as a major player in our country, providing jobs to a significant number of young people since 2000 when it touched our shores. It also spawned the expansion of downstream services like coffee shops, 24-hour mini-stores, and the taxi industry. But like all other sectors, work here have its own downsides, which I have experienced myself first hand.
Call center agents are exposed to the following hazards: 1) insomnia and sleep disorders; 2) fatigue; 3) variations in temperature; 4) neck, shoulder and back pains; 5) eye strains; 6) voice problems; 7) hearing impairment; and 8) stress.
The work schedule itself, can wreak havoc on one’s equilibrium, leading to insomnia and other sleep disorders. An agent is still doing the job at a time when most people are asleep. Then he/she must try to sleep when the sun is still shining. Fatigue arises when the call center has not adjusted to the time routine and thus suffers from insomnia and sleep deprivation. In my case, I had to get the cooperation of my family not to disturb me when I sleep during the day. I also had to put drapes in my windows to darken the room to simulate night time.
The temperature which is usually cold, also differs a lot from the outside or normal environment. Imagine coming out from an air conditioned area wherein you had to wear thick jackets or sweats and had to contend with cold for more than 8 hours, only to be greeted with blazing heat when one steps outside. In my case, I would break out in cold sweat and literally have shivers all the way home. There was one thing I did which fortified my body- I took Vit C supplements to strengthen my body against colds.
Neck, shoulder and back pains is also a common complaint. This can be attributed to crowded work spaces especially if work space has not been factored into the design resulting to uncomfortable and awkward positions. I have been in a call center where some of the agents sit sprawled on the floor because of over crowding. I was advised that to prevent such pains, I must stretch regularly. But the owner of the company has a much bigger responsibility – such as the provision of foot rests, and adjustable chairs with adjustable arm rests. Working tables must also have enough leg room and enough room for all the equipment to be used. It also helps if the display screen is at least an arm’s length away from the worker, the keyboard is positioned on the surface with enough space for hands and arms, the chair is stable enough with adjustments on back and height, lumbar and feet support, and so on.
There are also problems with the eyes, such as tired eyes, soreness, sensitivity to light and blurred or double vision results from an agent having to stare at a screen from the time the shift starts until it ends. This is due to working with computer monitors at fixed closed proximity for 8 hours causing the eyes to tighten and dry up. Without short frequent breaks, the eyes would definitely suffer. In this regard, a lot of employers make sure their agents have regular eye tests, and that the workplace is properly and adequately lit.
A number of agents may also suffer from Laryngitis and other voice-related problems. Veterans in the industry therefore advise them to take lots of water to keep hydrated during work and soothe it from hours of speaking.
And oh, there is the noise.
Believe me, it can be very noisy in a call center. Don’t get me wrong though. Agents do not shout or scream at each other in a call centre. Nor are there noisy machines as in other industries. What sometimes happen is that a faulty equipment (either a telephone or a headset) can lead to a worker compensating by either increasing the volume of the equipment or raising his/her voice in order to hear and be heard. Being exposed to an increased level of noise for long periods of time can lead to NIHL or Noise Induced Hearing Loss which is an occupational disease. Effects can range from pain and ringing in the ears and hearing loss if exposed for enough long time. Besides, some of the headsets used can also be a pain to the ear canal by themselves.
And then, there is the stress. By the very nature of the business, the agent usually deals with an irate customer from a different culture. They have been trained to deal with such queries or complaints. On a personal level, call centers can best cope with such stresses by keeping themselves healthy – sleeping enough, taking nutritious food and drinks, exercising and reconnecting with the family after work. When I was still working as an agent, I made sure that I get to relate to my family through calls and texts and spending quality time with them when our schedules match up.
I am told that the rate of both attrition and turn over is high in the industry. Some agents “jump” from one company to another. A few say that they need the brief time between jobs to normalize their body rhythmn. But wise employers can retain their workers much better and longer. I have heard from friends who are still in the industry that canteens in some call centers serve fruits and other nutritious foods, and that there are no colas or junk food or processed food being served. And that there are sleeping quarters for those who take long commutes going to and from work. And that there are physical fitness classes, physical fitness equipment and facilities in some. Some even offer self-defense classes for their lady agents who had to commute late at night or early in the morning.
Actually, there are a lot that employers can do to ensure the health and safety of their agents. The list is endless. But when employers ensure that effective OSH programs are in place, and that the agents themselves take good care of themselves, then the industry will continue to rise; and continue to give more jobs to our people. And there will be more of our people who can say, “I am a call center agent – I am proud to be one” with a smile!
