How Call Center Helped Me Find My Lost Future


MS Queen Elizabeth – my home for three years now after a call center customer helped me work here as chef.

This article is a direct response to Miss Carla Custodio who wrote “Why Working in Call Center a Career Suicide”.  This story is a personal life experience of this writer. Before anything else, I would like to ask an apology for bad grammar this article may have. I am not really good into writing as I’ve been handling technical accounts in the last five years of my call center stint, and have been busy inside the kitchen since 3 years ago.

The comment section of Miss Custodio’s page is too populated so I thought it would be better if I submit my own version to the admin of this site. I hope this article will be published so people will be enlightened about the BPO business and how it can help this country’s economy.

My name is Michael “Mike” Espino from Calamba City, Laguna. I was a frustrated chef before I worked in call center eight years ago. I am a graduate of BS in Food technology, but after graduation, I spent three years chasing my dreams in my chosen field without any luck. I worked in most available fast-food restaurants (Jollibee, McDonalds, KFC, Greenwich, Kenny Rogers, KFC, etc, you name it) without any luck until a friend asked me to apply in a call center in Sta. Rosa. The year was eight years ago.

The job was a DSL technical support for an American Company. I have to admit that the job was tough for me but after several months of adjustments, the daily routine was becoming easy day by day. I was earning more than half of what I earned from fast-foods and I was very happy.

It was my third year when I was offered for promotion as Team leader. My salary almost doubled and I was able to send my younger sister to college. Money was never been a problem ever since I worked in call center. Stress was not a problem either because I know and learned how to manage it all.

It was my 4th month working as a supervisor when one of my agents asked me to take-over the call from an extremely irate customer who was asking for supervisor escalation. I took-over the call without hesitation after hearing the details from my agent.

I was able to solve the customer’s problem in a convincing manner in less than 15 minutes. The customer and I spent another 15 minutes chatting telling me how satisfied she was. She asked me for my contact email but I politely declined because it is against the company policy to share personal contact with the customer.

At home, my encounter with that customer bothered me. I took a big risk and decided to log-in to our company’s website and get the customer’s contact details while at home. I sent her an email and the day after, she responded with great news.

The customer was actually a British national who visited her sister in US. She holds an executive position at Cunard Line (a major cruise ship company in UK).

To make this story short, I enjoyed working in call center. I realized my dream job after workings in call enter because a customer who has a big heart helped me embark in a cruise ship where I am working for three years now.

Three of my teammates are now account managers, one is site manager in Cebu, and the other two are now working in US as software developers – all thanks to call center.

Should I’ve stayed in call center for another three years, I can tell 100% that I would have been at least an account manager now.

So, to people like Ms. Custodio who says working in call center sucks, I feel sorry for you.

Please share this story if you think this can encourage more people to work in call center and to clear the call center stereotype.

By Michael Espino, a proud former call center agent who is now cruise ship chef with the help of a kind-hearted call center customer.

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