http://www.theslambookproject.com/health-risks-for-being-a-call-center-agent/
Are there health risks for being a call center agent?
One of the most lucrative jobs nowadays can be found in the BPO (Business Process Outsourcing)
industry. Simply put, being a call center agent is very enticing because even if you are a newbie, the pay is
above average and they do earn more compared to other industries plus they have the best
comprehensive benefits.
In our country, SYKES remains to be at the top and also belongs to the upper echelon of BPO Companies
in the world. It’s interesting that 1/3 (est. 12,000) of the whole SYKES population resides in the Philippines
which is why we are the call center capital of the world! So if you’re seriously thinking of starting or
switching to a career in the BPO industry, like everyone striving to be part of the BEST BPO company in
the Philippines, SYKES should definitely be your top choice.
Call center agents make up 65% of the BPO industry. BPO Industry is one of the booming industries in the
Philippines, employing around 770,000 in 2012 and around 960,000 at the end of 2013. With almost a
million new recruits, it is no wonder that call centers provide a huge chunk of employment for most
Filipinos. It offers not just any other employment, but if provides Filipinos with salaries that are highly
competitive that it helps greatly in pumping life into the Philippine Economy which is why BPO companies
place importance in taking care of their call center agents and they in turn, should learn to take care of
themselves.
So the question remains, are there health risks for being a call center agent? Of course there are! All jobs
have their pros and cons and all jobs have their respective health risks. Health is wealth. It doesn’t matter
how much you earn if you are not minding how your health is being affected and you’re not doing
anything to alleviate your health issues.
Having above average pay (like call center agents) does not mean you are immune from health risks. Yes,
you can afford the best medicines and best hospitals in the metro but as they say, PREVENTION is better
than cure. Being a call center agent requires people to become more resilient and to make sure you are
healthy enough to withstand the requirements of the job. For this article, I will be focusing on the health
risks of being a call center agent but if you find yourself having the same problems and symptoms
mentioned here then by all means, please consider the solutions and tips provided in this article.
My objective is to ensure that people wanting to enter the call center industry are aware of the health
risks involved in becoming a call center agent so that they can make necessary adjustments to ensure that
they are healthy while earning income for their families. Another objective is to provide solutions and
suggestions for currently employed call center agents to help them cope with the health risks that come
with being a top call center agents in the Philippines. So let us begin.
No matter what job you have, there will always be stress. The more lucrative your pay grade is, the higher
the stress that comes with it. Call center agents are not spared from stress. Meeting quotas and handling
irate callers are the main source of stress for most call center agents. If not regulated, stress can cause
health risks such as heart problems, nervous breakdowns, work burnouts and fatigue.
SOLUTIONS FOR STRESS:
1.) Have a positive attitude and smile a lot.
Maintaining a positive outlook in life and smiling a lot helps us deal with stress. You can’t solve problems
and reach quotas when you are demotivated. Think about the people and things that make you happy
and make them your motivation into reaching your goals. Be positive to attract positive energy. The more
you view things in a positive way, the more you are able to deal with pressure and stress. We are given
hurdles in life not to push us down but to make us stronger. View things that give you stress as things that
you will overcome soon and make you a better person that you are now.
Illustration by Avid. Image Source
2.) Don’t bring your problems at home to work.
Your problems at home should stay at home. Don’t bring it to work because you can’t solve them anyway
and it would only distract you and this would result to more problems. In show business, no matter what
the problems they are facing, they always say, “THE SHOW MUST GO ON”! That should be your
philosophy when it comes to work. Leave the problems at home and just do your best while working. If
you have big problems at home, you will only make it worse by letting it affect your work and source of
income too. The only exception is if it concerns your health since you should know when to take a break.
For call center agents, make sure you take care of your voice since that is your ultimate weapon. Without
your voice being in tiptop shape, you won’t be able to do your call center job properly. If you feel like you
can’t work because of your problems at home, take a quick breather, take a break to clear your mind &
recover your bearings and give yourself a fresh start.
Illustration by Kristian Nygard.Image Source
3.) Have fun “breaks” and do some “exercises” for relaxation and de-stressing.
Go out and enjoy with your friends and family. It’s okay to take a break every once in a while to release all
the stress and tensions. We are only human and we all have certain limits. We all need a break from the
stressful lives we have. Don’t let stress reach your limit and don’t let yourself get burned out before you
take a much needed vacation. Vacations renew your spirit and it gives you more strength to handle the
things that need to be done. Even “small” breaks to enjoy a favorite chocolate bar or food that makes you
happy helps so don’t be too hard on yourself and let it go.
Finding activities and exercises to help you relax and de-stress benefits not only your mind but also your
body as well. Take some time to play with children it will not only help you relieve stress it also helps
strengthen family bonds. Having pets (dogs, cats, fish, hamsters, etc.) and playing or watching them also
relieves tension. Watching movies with your family and loved ones also help you become more creative
which will help you a lot whenever you encounter some moments when you need to think out of the box
or when you’re dealing with a very difficult customer. If you constantly suffer from back pains then it’s
time for you to do some exercises. Meditations, yoga, running, walking, dancing, swimming and working
out helps you feel good about yourself and in return, gives you a feeling of accomplishment and
relaxation.
Image Source
4.) When confronting problems set a goal and most importantly, make it SMART!
You get a lot of stress when you fail to achieve goals, get a lot of problems, and put yourself into a lot of
pressure. Goal setting helps you deal with everyday life and it also puts you into the right direction. Just
remember to be SMART when you do goal setting. SMART is an acronym to guide you on how to make
goals. Goals should be S-PECIFIC, M-EASURABLE, A-CHIEVABLE, R-EALISTIC and T-IMELY.
Image Source
How about you, how do you deal with stress?
Call Center Agents don’t have the luxury of taking restroom and “water” breaks whenever they feel like it.
Since every second is important, most call center agents simply ignore the call of nature. Due to the
infrequent urination and decrease in water intake, they develop higher risks of UTI or Urinary Tract
Infection.
HOW TO PREVENT URINARY TRACT INFECTION:
1.) Drink lots of water and keep a container of water with you. I know this might seem
counterproductive since drinking lots of water would make you want to pee more but drinking lots of
water is beneficial for your health. To help you remember to drink certain amounts of water, here is a
suggestion that you can do with your water bottles.
Image Source
2.) Don’t ignore the call of nature. Though time is important, having good health is more important.
3.) Make the most of break times. When you have scheduled breaks, make sure to make the most of it by
also relieving yourself in a timely manner. Instead of using breaks to update your Social Media statuses,
use it to make yourself more comfortable while working.
We all know that because of graveyard shifts, some call center agents suffer certain degrees of insomnia
because of varying and inconsistent sleep patterns and a disruption in their body clock. This is actually
easily remedied with proper lifestyle check and a desire to have an “almost” normal sleeping pattern.
Why is it important to get rid of insomnia? Sleep is what helps us recharge and makes our mind work like
a well-oiled machine. If we lack the required amount of sleep, our reflexes, motor function as well as our
ability to think clearly are affected. Sustained lack of sleep can lead to manic depression, memory loss and
heart problems. It also affects the way call center agents provide customer service, how fast they think
and answer questions, as well as their attendance (lack of sleep contributes to higher absenteeism).
Drinking caffeine just to stay awake might be counterproductive since it affects the autonomic nervous
system leading to jitters.
HOW TO PREVENT INSOMNIA:
1.) Keep your sleeping pattern consistent. Yes your sleeping habits might change depending on your
schedule but make sure you assign a definite sleeping pattern and give yourself enough time to sleep no
matter what shift/schedule you are in. It takes patience and a lot of coaxing but your body will soon
become used to your schedule.
2.) Stop smoking. Smoking doesn’t just contribute to lung cancer, asthma and weak lungs, it also deprives
you of sleep because cigarettes are full of nicotine, which is a stimulant that prevents you from falling
asleep.
3.) Cut down on coffee. Coffee contains caffeine, which is also a stimulant. Don’t drink coffee a few hours
before the time you intend to sleep.
4.) Drink warm milk. If you are not lactose intolerant, warm milk may help you relax and sleep well.
5.) Read something that seems “complicated” and not the highly interesting books you’ve been wanting
to read for the longest time. NOTE: It should be read from a real book, not from your gadgets, tablets, or
mobile devices. The light coming from your gadgets doesn’t help you fall asleep since it signals your brain
to stay awake.
6.) Log out social media accounts and avoid updating or browsing your gadgets when you intend to
sleep. The same goes with your TV especially when you have cable TV. Why? You might read or see
something that might interest you and then you lose your chance for a good sleep.
7.) Make the room cool enough to feel comfortable. Being in a warm room and sweating definitely will
not help you overcome your insomnia.
8.) Stimulate your sense of smell with scents such as lavender and chamomile, both of which are usually
available in powder, lotion, soap and perfume forms. These fragrances help your body relax and induce
sleep.
9.) Don’t eat before you sleep since this will keep you awake.
10.) If you sleep during the morning, simulate an “evening” mood by wearing pajamas and make sure
you have curtains thick enough to cover the light coming from your windows. To complete the ambiance,
there are apps in iOS and android that simulates night sounds or if you prefer, you can download really
sleep-inducing songs and music.
Common sense will tell us that eating junk food, carbonated drinks, smoking, and drinking most alcoholic
drinks are bad for our health because we might be developing lung cancer, high blood pressure,
depression, cellulite problems, obesity and malnutrition. Why are these still prevalent among call center
agents (and among people working in other industries)?
In 2013, PopCom (Population Commission) made a study and found that call center agents choose less
nutritious options even though they can afford nutritious food and that each person is required to eat 110
grams of vegetables a day in order to maintain a healthy diet. They also found out that call center agents
are picking QUICKER meals (junk food and most fastfood meals) because they lack the time to cook or fix
nutritious meals or they do not eat vegetables even though their canteens are offering them. They also
noted an increase in alcohol consumption and smoking incidents. In summary, the number one reason
why call center agents prefer less nutritious food is junk foods/carbonated drinks are readily and easily
available while Smoking and Drinking Alcoholic drinks are common for most people who associate these
things to “anti-stress” but they couldn’t seem to understand the health problems associated with these
activities.
These situations put call center agents into precarious situations regarding their health.
What needs to be done:
1.) Balanced Diet. Vegetables should be part of your diet and believe it or not, some vegetables are
packed with more nutrients than meat and it won’t make you bloat either. An example would be a 100calorie Broccoli contains 11.1 grams of Protein versus a 100-calorie Beef which contains only 6.4 grams of
Protein. Though vegetables are very nutritious, make sure that you don’t overdo it since everything taken
too much is a bad thing. Try to make your diet feel rounded by adding vegetables and fruits to your diet.
Better yet, bring packed lunches and snacks so you are sure that your body gets a balanced diet rather
than relying on fast food restaurants and convenient stores.
Image
Source
2.) Water is still the best drink in the world! Replace carbonated drinks and too much coffee with water.
A strong reminder though, make sure to drink warm water instead of cold water since cold water or any
cold drinks solidify the oily stuff from food you consume thereby slowing down digestion and when
digested, it will line the intestine and may lead to obesity or worse, cancer.
Image Source: MedicineNet, Inc.
3. Take everything in moderation. Drink alcoholic drinks in moderation or if you can, stay away from
them. Same is true with smoking. Smoking not only puts yourself at risk, you are also putting your family
and friends at risk by letting them inhale second-hand smoke. Since smoking is a silent killer, I suppose
you don’t want to be the reason for your family or friend’s deteriorated health do you? Start practicing a
clean and healthy lifestyle. Do it now before it’s too late!
CONCLUSION:
It’s all a matter of CHOICE! If you choose to be healthy, you can become healthy but if you feel lazy and
don’t care about your health, your health will be compromised and sooner or later, you will become sick
or feel the ill effects of what you are eating and doing to your body. Having a graveyard shift or being a
call center agent has little to do with your health because it is YOU who control the food you eat, the rest
and sleep you get, and how you handle the stress and pressures in life.
For the nocturnal lifestyle, it’s not as bad as it seems to be. I have already tried it. Traffic is lighter and it is
not as hot since there is no sun so stress is so much lower. I have friends who actually enjoy graveyard
shifts more because it is quieter and they can concentrate more and work better.
Personally, I think unhealthy food & carbonated drinks, though they are considered unhealthy, will always
form part of some people’s diet. It is inevitable and at one point or another we would have to take these
in. What’s important is not to take it in excess, take them in moderation, or eat them if there are no other
choices available. If it’s the choice between eating unhealthy food and starving to death, then definitely,
we would be choosing to eat without any regard as to whether it’s healthy or not. What should be
adjusted is the willingness to exert more effort to eat properly and have time management to prepare
and cook healthy food.
What’s equally important is that the BPO company you are working for or you are aiming to work for has
a great MEDICAL/HEALTHCARE PLAN.
SYKES has one of the best Health Care Providers in the country. We all get sick since we’re only humans so
it’s important to note that Sykes takes healthcare plans and keeping call center agents fit, very seriously.
Not only that, they also offer comprehensive benefits as well, most of which are enumerated below:
Regular Benefits:
* Night Differential
* Overtime Pay
* Meal Allowance
* Transportation Allowance
* Medical Insurance
* Above par vacation and sick leaves entitlement
* Life and Accident Insurance
* Maternity Leave
* Paternity Leave
* Solo Parent Leave
Extras (Account Driven Incentives):
* Language Allowance
* Certification Allowance
* Technical Allowance
* Tenure Allowance
* Performance Incentive Allowance
* Employee Referral Incentives
As for food and diet, Sykes provides call center agents with the BEST choices of food in their pantry, they
also partner with the best food providers. If you prefer, restaurants offering healthy choices are within
walking distance from their offices in Makati, Ortigas and Quezon City so there are no reasons why you
shouldn’t have that much needed healthy meal.
Sykes doesn’t just stop there because call center agents are provided literally with CHOICES! CHOICES is
Sykes’ Work Life Effectiveness Program comprised of different clubs and organizations within the
company. This is the company’s way of ensuring that we all have an environment where we can make
smart individual choices of living a fulfilled life. These clubs and organizations include the Sykes Outdoor
Club, the Sykes Rider’s Club, The Sykes Dance Troop (Synergy), The Sykes Photography Club, and different
sports clubs that include basketball, volleyball, badminton, and football.
If you are now excited and raring to start your call center career, the first thing you need is to APPLY FOR
A JOB.
Since getting a job is very difficult nowadays not to mention the expense of food and travel that goes with
each time you go for those interviews without any certainty of ever getting the job, those might dissuade
some people from applying for jobs in the BPO industry but what sets SYKES above other BPO companies
is that you don’t need to spend money or waste the whole day just to know if you have what it takes to be
a call center agent! They have revolutionized the way companies reach out to possible applicants thru
their Sykes E-Recruitment website! You can be interviewed at your own home, wearing comfortable
clothes and you dictate what time you want to be interviewed. Now, isn’t that convenient?
You can choose from three ways to apply:
o
o
o
APPLY FAST! Sign up and wait for an interview call
APPLY FASTER! Schedule face to face interviews
APPLY FASTEST! Schedule a Video Call interview within the same day
And in case you need help with something, they have free LIVE CHAT assistance to help you understand
how things work.
For more information see this video:
<SYKES E-RECRUITMENT VIDEO: http://www.youtube.com/watch?v=8df8YaPpxw4>
Sources used:
Healthy Diet For The BPO People – by Career First Institute
3 Reasons To Consider a Call Center Job – Customer Service Investigator
Pinoy Call Center Life – Sykes
Young Professionals in Manila and Metro Cebu: How Healthy Are They? – Office of the Vice Chairman for
Research and Development (UP Diliman)
Comprehensive Benefits – Sykes
Too much junk food bodes ill for young workers – Sunstar
Call center workers not eating enough healthy food – Philippine Information Agency
Insomnia Solutions by Teresa Dumain – Yahoo Health
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warrant that all information here is true, effective and applicable for everyone. Thank you.
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