13 Things You Need To Know Before You Work in a Call Center in Cebu

Before you put yourself into excitement by applying as a call center agent, here and there, here are 13 things you need to know! (recommended especially for first-time applicants!)

So, you would like to work in a call center, hmm?

Have you ever wondered what it’s like to work in a rotating schedule and how can you manage to talk to some English-speaking and irate customers who sometimes yell at you on the phone?

No worries, we’re going to prepare you physically and mentally so you’ll have amazing experience hunting call center jobs in Cebu and wherever near your place.

Why call center industry thrives in the country
Research first about the company
Bring your major confidence with a heart
Show off your English- speaking, reasoning, and technical skills
How to answer “Tell me about yourself?”
About your previous job
Reliable timeline of your previous companies
More exams in the BPO hiring process
Your final interview process: Please ask questions too!
When rejection is redirection
Call center career opportunities
What to prepare when you get hired in a call center?
Applybpo.com ~ one video, thousands of career opportunities
Conclusion

Why call center industry thrives in the country

Call center jobs have opened enormous opportunities for every Filipino talent to work in a foreign company without leaving the country.

Since most in-demand call center agents receive higher basic pay, commissions, benefits, and bonuses.

And that’s enough for ordinary Filipinos to support their family and personal needs. But don’t be drawn to the higher pay this job offers.

The responsibilities of a call center employee require more specific skills and a certain level of stress management to succeed in this flourishing market.

Considered one of the most profitable jobs today, since some employees have the flexibility to work at home or at the office.

Call center companies are wide open to accept unique talents regardless of age, sex, and education, as long as you qualify the initial steps and complete the hiring process.

Some of my colleagues working at a call center had just finished senior high.

They had this overwhelming confidence that they could handle everything and highlighted their speaking skills, so they also got the job!

A call center representative in Cebu

A fundamental requirement in the application as a representative of the call center is the mastery of communication in English.

The customer service experience is an advantage, and the willingness to learn a skill plays a major part.

Depending on the specific account offered for hire, expect to work on a changing schedule for 8-10 hours of work per day, with 2 days of rest per week.

If you’re more active at night, then US/ North American accounts are the best choice.

Otherwise, you can look for accounts that are closer to our time zones and rather offer daytime work.

I can’t continue working at night though, which is why I stopped with my previous work.

Although free coffee is available in our workstation, which has been helpful.

Great news, Australia offers a variety of outsourcing services in the Philippines offering daytime jobs.

And they are looking for skilled professionals such as virtual assistants, graphic designers, software developers, customer service providers, among others.

Call center jobs in the Philippines are found in most in key cities such as in different areas in Manila, Pampanga, Cebu City, Ilo-ilo, Cagayan de Oro, and Davao.

As an ESL (English as a Second Language) Teacher

If English teaching is your passion, then you can apply to various ESL companies that offer online and offline classes to foreign students.

Most of these companies aim at students abroad – young and old, individuals and families, from Japan, South Korea, and Taiwan.

And these countries only have a few hours difference, for example, Japan has just one hour ahead of us.

So you will have a minor change with time if you choose to teach ESL with these neighboring countries.

So, if you are a candidate for the first time as a customer service representative, technical support, virtual assistant, or ESL tutor, find below some useful tips to be easily hired for the first time!

1. Research first about the call center company

It may be overwhelming to do some research in the background of a company when you are pressed for time looking for a job in the city to sustain your daily activity.

But it is vital to gather some key information on the company’s background.

You can look at a reliable website or ask some fellows who might be working for a company you wish to apply to.

So, what should you know about the company?

The Culture, Vision, and Mission

What do they do to serve their clients?
How do they interact or support each other?
What are the company’s vision and mission?
Ask about their values and what they care about.
What lines of communication are used by their team?

The goal is to get some ideas about the organization you wish to be a part of.

Take the positive comments and common power words they used on their website and highlight when the interviewer posts you some related questions.

When you respond that resonates with the company, your interviewer will be impressed that you have done well with your research!

2. Bring your major confidence with a heart

Great confidence helps Miss Universe 2015 Pia Wurtzbach soar to greater heights.

No matter how many times you fall, if you keep your chin up and move forward, you will conquer the universe in no time!

So, what are the basic steps?

Start with a proper posture

Walk tall and lean properly. Mind your breathing, keep your shoulders relaxed, and wear this invisible crown.

Don’t forget to smile. Easy right?

And for ladies, if lipstick and high heels help, common, grab it!

Dress for success

Dress up for success, as they say! Although most call center jobs do not require high maintenance or corporate attire in the work, you can still choose to wear comfortable, clean clothing.

Polo style for men and women and you will instantly look professional.

Your tone of voice matters

As they say, “it is not what you say, it is how you say it!”

As a first-time candidate for any job, confidence will let you shine from others.

Giving your answers with confidence, power and passion will lead to greater chances of being considered in a position.

And your tone of voice plays a key role in the way you interact with others even in some uncomfortable situations in the interview or later at the workplace.

When you are in the job already (on the production floor), your customers who speak to you on the other line can be intimidating, manipulative, and or insisting they are right (although sometimes they are not).

But when you show confidence in your voice as you explain your answers and offer them alternative solutions, it will be easier to convince your customers and to believe in you later!

Everything You Need to Know Before You Work in a Call Center

Get some encouragement from Joshua, my former colleague:

“My experience in applying to the call center industry, what I did was just to be who you are and have confidence. Not just confident in a physical but also confident in answering questions.” Joshua recalled.

Again, “it is not what you say, it is how you say it!”

So believe in yourself because there’s something special about you you might not even notice yet and other people will just be amazed.

And remember the most important part is your primary duty to share your talents with others to make a difference.

Because working at a call center teaches you valuable lessons, you haven’t learned from school.

3. Show off your English- speaking, reasoning, and technical skills in a call center interview

Do not be confused with showing your mastery of English by speaking too fast.

You want to make sure you get your point across to the person interviewing you.

So, not just fluency, but accuracy in the language is the key to avoiding a misinterpretation of your message.

Speak at your regular pace, as in a regular conversation in your native language. You might even forget the rules of grammar this time!

So trust your brain. It is so powerful it can create some wonderful words in your mouth just as you want your message to get across!

You can use a few minimal gestures to help emphasize your responses, too.

Watch and observe how English speakers speak to each other by watching different TV shows and or movies.

And since most native English speakers contract words when they speak, making it more difficult to understand the meaning if you are not used to hearing them!

The United States is so wide that most of your customers use various regional accents, collocations, idioms, and phrases.

Also, there are some preliminary tests you have to go through to pass the initial stage.

Depending on the job you’re applying for, you want to review those soft and hard skills that you can show off to ace different exams.

Whether designing, web hosting, data entry, demo lessons, etc.

Make a good impression

For most of the interview, you are encouraged to highlight your strengths by giving some poignant answers to specific questions, such as:

4 “Tell me about yourself.”

This question often misleads applicants in providing irrelevant answers.

A stark caution: This is not telling the hiring manager about your whole life story.

Tell me about yourself, is another way of saying:

Why should we hire you?
What are your qualifications?
What value do you bring to the company?
How dare you? (kidding!)

Hence, quick research on the company plays a crucial part in this question. You want to make sure you have the right skills and qualifications for the job.

If, however, there is a mismatch in your profession, whether you’re undergraduate but you had worked waiting tables for a fast-food chain or a restaurant.

Then you can use this to your advantage because it is considered a reliable customer service experience for some call center companies.

Example of lead answers to tell me about yourself question you can use and add:

“…I’ve been working as a call center agent for three years…”

“..My strengths are…”

“…What I’m looking for is a company that I could add value to….”

Other questions to prepare for the call center interview:

Tell me about a time when you had arguments with your boss or a coworker and how did you handle it?
What are your weaknesses?
Why are you leaving your current job?
What are your salary expectations?
How do you picture yourself in five years?

But it isn’t enough ~Practice answering at least 20-50 interview questions beforehand

Be better prepared by practicing to answer at least 20-50 more common interview questions!

In this way, you feel comfortable giving answers to even a few weird questions. And it helps to stimulate your brain to be creative and find better points.

And be proud of your achievements and reliable work experience. Emphasize your good values and your character in leadership and team building and you will never be wrong!

Providing genuine answers

By the way, provide direct responses to your interviewer.

If, however, some questions are tricky, it is okay to buy some time, and politely ask the interviewer:

“…I haven’t thought much about that question. Can I come back to that later on?’’

Your interview will agree on that and might continue to ask you another set of questions.

And before the interview is over, don’t forget to go back to the question you haven’t answered yet.

5. About your previous job

If it is not your first job, and you’ll be asked why you left your previous company and if the reason for it was good, you can still prepare a real and concise answer.

Perhaps you were laid off because of the company’s financial situation, for instance, the Covid-19 financial crisis, among others.

There’s nothing you can do about that. And it can happen to any of us!

“Why did you quit your previous job?”

“I was let go.”

You can answer may be as short as and it is fine, according to some human resources experts.

Lying or fabricating your answers will compromise your chances of being hired.

6. Reliable timeline of your previous companies

Real answers are spoken with passion and conviction. And your interviewer can detect if you’re just bluffing and you’ll be turned down right away!

Also, provide a credible timeline for your previous companies. And if there is a gap between them, explain what happened during those periods.

Whether you have taken a vacation, have done an internship or volunteer program, or have to take care of your kids, siblings, or parents.

Yes, you can also include whether you have had a break from working or had personal or family matters to attend to.

When I was interviewed for the first call center company I had worked with, one co-interviewee had issues providing her timeline with her previous call center jobs.

She cannot specify the exact details of her stay and the reason for her departure. Hence, she was rejected.

Everything You Need to Know Before You Work in a Call Center

Some human resources staff are careful to trace your previous companies timeline.

So lying’s a no-no. And if you can gracefully exit every company you’ve worked with. You’re good!

More opportunities for bilingual agents

English is by far the most widely used means in the industry for larger Western markets.

Although some companies hire agents who speak Spanish, Japanese, French, and Mandarin for other markets as well.

If you can speak one of these languages other than English, it is better to check their openings as they offer higher pay packages!

7. More exams in the call center hiring process

After qualifying the initial step of the hiring process, you will be moved to the next step when you will be taking examinations that measure grammar, pronunciation, understanding, attention to detail, and general technical skills.

It can describe images, a simulated call, or a class demonstration for ESL tutors.

Other examinations include Berlitz and Versant.

Berlitz is a test to determine the applicant’s English-language communication skills.

Among the companies that use it are call centers and BPO companies.

While the Versant test measures the communication capabilities of a non-native English speaker to speak English.

Tips to take Versant: speak loudly, avoid dead air, and fillers like ‘uhms; and ‘ahh.

Most call center also requires a minimum typing speed of at least 25wpm.

But if you want to apply for a chat support agent, the typing speed requirement is up to 80-100wpm.

Other resource to get hired in a call center in Cebu.

8. Your call center final interview: Please ask questions too!

So, Congratulations! You’ve come this far.

Keep the momentum and be the best you can be.

And your interviewer asks…

“Do you have a question for me?”

Any interview must be a two-way conversation process.

This means you have to ask some questions about the company, about the person who interviews you, and/or the role you are going to take.

Keep in mind a person who can ask a credible question has the power of conversation. So ask interesting questions such as

“What is the project your team is currently doing?
“Can you share some advice on how best to help me with this project?
“What motivates you to come and work every day?

You can try to ask 2-3 questions that aren’t too personal to answer.

Strictly prohibited questions

“How many kids do you have?”
“What is your religion?”

Subjects about sex, politics, age, are some of the prohibited questions you should never ask unless they share those issues with you.

Always be polite and stay cheerful throughout the conversation.

And once hired, most call center companies offer training on their agents in standard English pronunciation, common idioms used by English speakers.

And the common pitfalls of some agents prone to use Filipinism words and phrases.

You will also learn about the American culture, the 50 states in the United States, and the four different time zones, and understand the key elements of customer service.

And you will learn about the type of account you will handle, for example, Banking, eBay, or AT&T.

Also, you will be using different essential tools to access customer information and your resolutions.

Everything You Need to Know Before You Work in a Call Center

9. When rejection is redirection

What if you think you nailed the exam but didn’t get it on the list?

You’ve been rejected.

And if so, it’s okay to feel not okay for a while.

But you have to move on, learn from this experience, and keep the faith. This opportunity may not be the best for you!

Try to evaluate your skills again.

Maybe you’re better off designing a website, writing a sales letter, graphic designing, leading a non-outsourcing team, or whatever.

Look around, there are hundreds of other companies looking for these skills and even interviewing using only your phones!

The pandemic has made it difficult for businesses and talents to meet in a physical office because of tight lockdowns and security measures.

That is why, today, online work platforms are used and you should tap the power of online CV applications.

10. Call center career opportunities in Cebu

Incredible career advancement

Most call center companies allow employees to be in a leadership position to manage people or teams, and this provides more lucrative pay and benefits.

Leverage the various career advancement training and offering to travel and work abroad sometimes.

As some companies offer various product development with their clients in another country.

And exciting rewards and fun activities take place most of the time to keep everyone feeling at home and supported.

Time and Stress management

Because call center positions work 24 hours a day, you’ll probably work on a night shift schedule.

Managing time well is the key to avoiding some level of stress that may affect your diet or sleep.

When some employees cannot deal with stress, they turn into illegal drugs, drink too much, and smoke.

But that’s not a good thing to even try.

If you feel you need a break from work, ask for help immediately.

“First, it is difficult to deal with the process, especially if it’s your first BPO industry. The secret or I should say the technique I did was just remembering the process and know your purpose why you choose this industry.” Joshua admitted working in one call center company in Cebu City.

When faced with anxiety or depression, can you always remember why you are doing this job?

Does this really help you grow personally and professionally?

If so, it takes a bit of discomfort, especially for the first 2-3 months. But once you’ll learn the ropes, it’ll be easier and more rewarding.

Physical and Mental Health

Today, most call center companies raise awareness for physical and mental health to their employees. Rooms for sleeping and a clinic are also provided.

And most companies offer fitness enrollment or have an in-house gym to keep employees in shape and refresh themselves from mental or physical exhaustion.

Always strive to keep a balance between work and personal life working in a call center setting.

Gender equality and equal opportunities are highlighted and celebrated in the industry.

So you can make you’ll always find home working in a call center industry.

11. What to prepare when you get hired in a call center?

So congratulations! I remember how happy I was when I was one of those job applicants who was called to report the next day for orientation.

And aside from the company’s orientation, every hired candidate are required to submit these:

SSS (Social Security Number) If this is your first-time job, no worries, as your new company will process this one for you.
PhilHealth Number
Pag-Ibig Number
BIR (tax identification number)
The medical exam which your call center company refers you to their accredited testing facility. This exam can be free or deductible on your first paycheck.

Quickly find call center companies in Cebu here:

Read more about Qualfon Cebu hiring tips!

12. Applybpo.com ~ one video, thousands of career opportunities

Since the pandemic has limited us to go from anywhere to apply for jobs, BPOSeats.com has developed an online platform where you can post your quick online resume for free!

Start recording about yourself in 3-5 minutes by downloading the app: applybpo.com!

This way, you don’t have to travel back and forth applying for a job that can cost you lots of time and money because after you’ve recorded your profile online.

And your future employers will have to schedule a call in no time because they found your resume quickly!

Download the app now!

Provide your prompt and honest answers to ten (10) pre-defined human resource questions to help future employers evaluate your application.

Provide your professional background, relevant experience, interest, and goals right on the online platform.

Prepare your relevant answers to these common HR interview questions:

Please state your first name only.
State your educational background.
Can you tell us more about yourself?
What are your fields of specialization?
Where do you see yourself in 5 years?
Why should we hire you?
Tell us a time when you worked/dealt with a difficult team member. What did you do to resolve the situation?
How confident are you can successfully perform the duties of this position and why?
What are your computer skills?
Where a lot of tasks are needed to be done, how do you organize yourself?

This time, you don’t need to travel anywhere yet to get a job as employers will call you online to negotiate once you qualify for the recruitment process.

And while you wait for the perfect opportunity, take advantage of your time and resources by improving your soft and hard skills.

Thousands of free online courses on the Internet now offer short courses in any area of your interest.

The investment in knowledge pays for the best interest.

Photography, video editing, digital marketing, web development, sales, language skills are just a click away from a button!

Conclusion

13 Things You Need To Know Before You Work in a Call Center in Cebu

Depending on the type of account, working in a call center industry can be quite difficult, but rewarding in the long term.

You will learn the essence of customer service, get to know many people, learn the latest technologies, different cultures, leadership, and a lot more.

So act, believe, and thrive!

And get the confidence that you’re going to get the job because you’ve prepared so much.

And whatever happens, continue to believe in yourself that you can do more and achieve what you want in your life as long as you keep that faith moving!

Thrive in your profession in the outsourcing business, as it allows you to earn up to Php. 30-50K monthly (depending on the account), without leaving your family in the country.

An inspiring message from one of my mentors:

“Patience, confidence, and perseverance are some of the keys to landing a job in the BPO industry. With many options and lucrative offers, who would not consider getting a job in the BPO. Just look at the currently available jobs that soothe your skills and apply. All the best in your endeavor!”

Lizzy Grace, Former Team Leader (TL), Teleperformance Cebu, Philippines