Call center employees on what it's like to work during the holidays
It's 9 am. Ortigas is abuzz with people rushing for work. While most office workers are ready to start their day, some people are just happy to finish it. Eager to end their shift but not so glad to welcome the warm morning sunlight, call center agents line the sidewalk- a few are hailing cabs for their ride home while others casually chat with their colleagues between sips of coffee and puffs of smoke.
"I'm heading to the mall. I won't be able to celebrate Christmas and New Year's Eve with my daughter so I'd like to buy her a nice gift. Yungbongga,"˜yung tipong ubos ang 13th month pay" says Kristine Carvajal, a customer support specialist for one of the biggest BPO companies in the Philippines. She gestures towards a trash bin on the side of the street and takes a last puff before throwing her cigarette away. "Let's go. The mall will open in a bit."
Call center companies - and BPOs in general - present an interesting workplace dynamic to their employees. They're basically living in another time as they have to answer to customers halfway across the globe. Call center agents even pride themselves as "immortals" as they remain adamant and willing to go to work in the midst of torrential rains, flooding and typhoons. Some of them also have to work through the holidays like Christmas and New Year's Day as they only follow American holidays which includes, among others, Labor Day (celebrated every first Monday of September) and Independence Day (July 4th).
"My first time spending the Christmas Eve at work"¦ it was difficult," Carvajal says. "Of course I was sad. I'm used to spending Christmas and New Year with my family and now that I have a daughter, it's much more difficult."
"I'd like to think that I'm already used to it,kasi nga ilang taon narin akong nagwo-work sa call center, but I honestly think I can never get used to it. It still feels lonely spending a special occasion like Christmas at work. So I guess, I'm still not used to it."
Curious to know whether other call center agents and BPO employees share the same sentiment as Carvajal's, we interviewed a handful of call center agents on how they feel about working during the holidays. Here are their answers:
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"Okay lang. Extended family naman mga tao sa office so masaya rin. Tapos we get to celebrate early sa bahay para kahit paano. Bago ako pumasok sa office eh na-spend ko na rin ung Christmas sa family ko."- James Patrick Reyes, 25, Sales Agent
"Well, for me it's like normal na eh. I really don't feel like it's a holiday at all. Holiday or not, it's the same thing, you still think ahead what's best for you and your family."- Gelly Jun Bautista, 24, Account Executive
"It's been more than three years since I've started working in a BPO company. The first year I spent Christmas in the office saddened me knowing that it would be the first Christmas without my family. But now I get the hang of it. Though you would still wanna spend Christmas with your family, you have no choice but to work. It is actually nice celebrating the Christmas with your second family - your officemates and friends. Working during the holidays also has a silver lining. Practically speaking, you earn more because you get paid higher than your actual rate. (Laughs"¦) I can still celebrate Christmas once I get home. I also believe that Christmas is about giving and it just doesn't have to be celebrated every 25th of December. Everyday can be a day of giving, a Christmas day. It all starts with you, Christmas starts within ourselves. Because there's nothing more noble to do than to help: Christmas is giving. Everyday is Christmas for me."- Max Tiongco, 23, Team Manager
"It's a matter of commitment and dedication towards your chosen career. Yes, it's so special and meaningful being with your family and relatives during Christmas Day but face the fact that we also need to prioritize things in life."- Albert Pajara, 25, Supervisor
"It's like you're being seen-zoned by Santa."-Alvin Lopez, 20, Technical Support Specialist.
"Well to be honest, I feel sad because I won't be able to spend Christmas with my family. But it's fine, I have double pay and can spend Christmas with my family later. I'm on leave during the 26th so I'll be with my family soon. I don't have other options since that's the job I've chosen from the start. I'm very aware of the nature and the compromises that come with my job. You know, BPO employees are usually informed about that even before we sign the contract. I just go with the flow and can't complain at all. That's all."-Ana Viador, 25, Customer Service Representative
"I've been with the BPO industry for almost three years. I feel so blessed that I was given the chance to work in this kind of industry. Having a marginally higher salary as compared to others is one big factor why I entered this industry. Having said that, it's not easy to work in this kind of industry especially having an unusual schedule. I remember my first Christmas with my previous job. I was answering the calls thinking about my family because I miss them so much and it was my first Christmas without them. I wanted to cry but fortunately I had some good colleagues. I also kept reminding myself that one of the reasons why I'm working was them. When New Year came, I took the courage to not go to work just to spend New Year's Eve with my family. I was cited because of my absence, but hey, fine for me. I was happy and it was all worth it."- Noemie Ventura, 24, Back Office
"Para sa akin, iniisip ko nalang na I'm lucky kasi may work ako. Para sa anak ko naman yun. Hindi ko man makasama ang anak ko sa sa Christmas Eve, lagi ko namang ipinapaliwanag sa anak ko na pwedeng every day Christmas samin sa pamamagitan ng everyday na pagkain namin ng sabay at least once a day kasama na ang kwentuhan at kulitan. Hindi ba love and sharing naman spirit ng Christmas? Kaya dapat kahit "˜di Christmas mapapadama parin natin iyon."- Irene Paglinawan, 29, Quality Analyst
"It's a yearly life-changing scenario. Others are celebrating Christmas Eve with their family while I'm talking to people I don't even know. Families are sitting down in front of the table with variety of delicious food while I am served with irate customers to deal with."- Jhon Kelvin Materum, 23, Consultant
"You're asking me how is it? How do I feel about it? Nine years na ko sa call center. That's long enough for me to learn how to endure any sad feelings that other people feel. Ok lang sa akin na may pasok ng Christmas at New Year, trabaho un eh- kasama sa pinirmahan mong kontrata. Alam mo, yung mga nagrereklamo na may pasok "˜pag Christmas at New Year, yun yung mga bago sa call center. More cry, more reklamo sila kasi bagito pa, di pa sanay. Pero "˜pag yan na yung bread and butter mo, manhid ka na, deadma ka na kung may pasok ka sa mga ganung araw."- Lira Alvarez, 30, Subject Matter Expert
"I've been in the contact center industry for longer than I imagined I would be, and it was only about two years ago when I was able to say again that holidays were solely mine to spend. Looking back though, holidays were always bittersweet, especially during Christmas season. I got paid double (or more) for the holidays I was at work, but I'd spend half my shift staring out the office window, watching fireworks light up the sky come New Year or observing people milling about with their families and friends on Christmas Eve. It was a bummer. Our big bosses would usually treat us agents to a buffet feast or a bajillion pizzas in the pantry, but sometimes I can't help but think that a thick wallet and a full stomach are still nothing compared to time well spent with loved ones."- John Michael Faller, 27, Content Management Officer
"For the past three years I've been going to work during Christmas and New Year's Eve. It's still fun because I'm with my friends and officemates. I also do it because I'm dedicated to my work as a call center employee. I miss spending those times with my family. Good thing they understand and they don't mind not having me during those times. I make sure that after shift I spend my time with them to celebrate such occasion. This year I will still be at work and will celebrate Christmas with my friends. I got used to it."- Gabriel Mukhi, 33, Quality Coach
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While most call center agents feel (more or less) the same way as Carvajal, it's apparent for some that a little change in perspective is all that is needed to transform a dreaded experience into something positive.
"Of course, there are some benefits you get from working during the holidays. Double paykamiduring the holiday shift, so at least, we get something out of it. But whether it's worth it or not, I honestly don't know," Carvajal says as she joins the crowd of people waiting for the mall to open. "If it's your first time to spend Christmas and New Year's Eve at work…if you feel sad about it, if you feel like you can't do anything about it then change how you think about it."
"Isipin mo nalang kung para kanino mo ginagawa yung trabaho. Personally, I'm doing all of these for my family. Once you start thinking that you're working during the holidays for people other than yourself, you will feel a little better."
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