Ignore This! 10 Call Center Jobs Myths and Misconceptions That Should Be Put To Rest Once and For All

Published: March 4, 2024
A man does the thumbs down. Image caption says: Ignore This! 10 Call Center Jobs Myths and Misconceptions That Should Be Put To Rest Once and For All

Did you know the local BPO industry has over 1.44 million full-time employees? Plus, the sector contributes 7% of the country’s GDP. 

Amazing, right? 

The problem is that despite everything the BPO sector has achieved in the Philippines, many have fallen prey to myths and misconceptions about call center jobs – We even wrote about the same topic in 2021!

Sadly, the same myths are still being shared to this day. And to make matters worse, we even have a few new faulty beliefs to address.

We’re tired of hearing about the same old urban legends about call centers in the Philippines. It’s time to put these misconceptions to rest once and for all!

Don’t Believe Everything You Hear: Debunking 10 Myths About Call Center Jobs in the Philippines 

Busted: Artificial Intelligence will NOT replace call center agents.

Listen, we know that AI is the hottest buzzword in the business world today. 

And, while it may be true that more companies plan to implement AI into their operations, what’s NOT true is the idea that AI can already replace human customer service agents.

Artificial intelligence can do many things, like automating certain tasks, replying to commonly asked customer questions, and routing support tickets to the right departments.

However, AI will struggle when dealing with angry customers (and responding with empathy), resolving complex or novel problems, and handling voice calls – these are where call center agents can excel.

So, yes, artificial intelligence will likely become more commonplace in the customer service industry. 

But, they will work alongside a human support team instead of replacing them entirely.

Busted: Those viral audios of embarrassing calls of poor customer handling DO NOT represent the entire industry.

We’re all familiar with these types of viral content. 

Maybe it’s a quick TikTok about call center employees unexpectedly losing their cool. Or, perhaps, an audio clip of an agent making a funny mistake.

These viral videos may be fun to watch, but remember that these are isolated incidents and do not represent the entire Philippine BPO industry.

Think about it: How many of these clips have you watched? About 10? Maybe 20?

Do you know how many call centers are in the Philippines? Over 788 and growing.

Plus, there are over a million customer service representatives in the country!

The point is: These 10 to 20 viral videos are only a tiny fraction of the vast local call center sector. 

For every embarrassing call, there are thousands of other agents who are experts at navigating sensitive situations and resolving customer complaints.

Keep that in mind the next time you come across a funny TikTok.

Busted: Racism is NOT part of the job! You are always allowed to stand up against any discrimination!

Many people have asked, “Are call center jobs stressful? Don’t you guys deal with a lot of racism from customers?”

Here’s the truth: Sometimes, there will be callers who discriminate against Filipino agents and make rude (or outright hostile) remarks.

BUT, racism is absolutely NOT tolerated in the workplace. 

When these situations happen, most contact centers have a standard operating procedure allowing agents to drop the call without being reprimanded.

Call centers in the Philippines also highly emphasize mental health, often providing assistance and resources to agents needing support.

So, if you’re dealing with high levels of stress because of a racist or overly abusive caller, don’t be afraid to bring it up to your call center manager

Take leaves when necessary, and care for your mental health and well-being!

Busted: Call center jobs are NOT a waste of your college degree.

There is a common misconception that call center work is a dead-end job and a waste of one’s college degree – this is far from the truth.

Whether you’re working call center jobs from home or onsite, this line of work can help you earn good money and gain career advancement opportunities.

So many university graduates choose to work for BPOs because of the competitive pay and benefits, complete with HMO plans, life insurance, and retirement packages.

Additionally, call centers in the Philippines provide training and upskilling programs to keep employees engaged and help them achieve their professional development goals.

Busted: Call center jobs are NOT only for college undergraduates. BUT YES, EVERYONE IS WELCOME!

Another myth about Philippine BPOs is that employees are college undergraduates.

TRUTH: Local BPOs give chances to everyone, including college undergraduates. 

Why? We are for diversity, and we look past degrees. What’s important for us are your skills and excellent work ethic.

Everyone deserves the opportunity to better themselves and progress in their careers. All we ask is that you practice continuous improvement and be open to feedback and training.

Busted: We DON’T follow a script. What we have is a COMPANY KNOWLEDGE BASE.

Some people believe that customer support agents must follow a script.

Truthfully, when agents handle calls, they are given general templates to help them navigate customer interactions.

However, they must know how to use a knowledge base – a comprehensive digital resource containing information about a company’s products, services, and processes –  to provide the correct answers.

Call center agents must also personalize their approach to each individual customer, providing empathetic and humanized service that transcends any set “scripts.”

Busted: We’re NOT a bunch of people using a “fake American accent.”

Some people may have a negative reaction to fellow Filipinos who use what they perceive as a “fake American accent.”

The truth is that both onsite and work-from-home call center jobs require agents to undergo accent neutralization training.

Since most BPO companies cater to American, British, and other Western callers, having a “neutral” accent is needed for easier communication and fewer misunderstandings.

So, the accent is to ensure global customers feel more comfortable relaying their concerns to us.

Plus, not all call center agents speak English exclusively; many BPOs have a multilingual workforce catering to clients who speak Spanish, French, Mandarin, and more!

Busted: DEFINITELY NOT! We DON’T brag if we speak English outside of our work.

Yes, yes. We’ve all heard the jokes about call center agents who speak English outside of work.

Here’s the thing: It’s not “bragging.” It’s part of our training!

By speaking English daily (even past regular work hours), we develop our language skills and adopt slang relatable to our callers.

Doing this primes our brain to think in English, making it easier to communicate naturally and providing an exceptional customer experience.

Busted: You WON’T learn promiscuity when you work in call centers. BUT, YES! We allow open dialogues and mature discussions, no matter the topic. It’s part of diversity, too!

Another undying misconception is that everyone who works at a call center is “promiscuous.”

Is there truth to this myth? The answer is a lot more nuanced than you could imagine.

The average call center agent is between 18 to 35 years old, an age range that’s universally known to be adventurous and curious about sex.

Whether or not you work at a BPO, you’re likely to meet a person of this age range who is sex-curious.

So, in truth, there is no actual difference in “promiscuity” between the average call center worker and an employee from any other industry.

In fact, BPO companies do not tolerate sexual harassment and have protocols in place to protect their workers from gender-based crimes.

One unique facet of call center Philippines’ workplace culture (which may not be present in other local industries) is that people can have open dialogues without restrictions.

As long as everyone can be mature adults and avoid offensive or harmful language, you can talk to your co-workers about pretty much anything under the sun.

Busted: Call center jobs are NOT only Customer and Tech Support roles.

Finally, another misconception about call center jobs is that it’s limited to only customer service or technical support roles.

Although this may have been true in the past when the BPO industry first started emerging in the Philippines, the definition of outsourcing has now expanded to include a vast array of roles.

Beyond customer service, today’s call centers take on back-office tasks like data entry, accounting and bookkeeping, recruitment, virtual assistant services, and more.

With the growing adoption of digital technologies, BPO companies have also begun offering specialized call center services (known as “knowledge process outsourcing”), such as data science, AI development support, software engineering, and machine learning research. We even have lawyers working as virtual paralegals for international firms. 

Looking for Onsite or Remote Call Center Jobs? You Can’t Go Wrong With SuperStaff!

The BPO sector is dynamic and constantly evolving. And, if you choose to start a career in this industry, you’ll be rewarded with a wealth of personal and professional opportunities.

But first, it’s best to look for a call center in the Philippines that can provide you with competitive pay, comprehensive benefits, and career growth – while having fun at the same time!

When it comes to call center jobs, you can’t go wrong with SuperStaff. We care for our employees and empower them to reach their fullest potential. 

Follow us on Facebook and LinkedIn to stay updated on our latest job openings, or browse our website to learn more about our people-centered BPO company!


Share This Story!