Six call centre years/what will the next six be like?/career made for fools

Things Change
Because a rep in the BPO becomes a supervisor then manager
This doesn’t give them the right to belittle other support and reps
Especially bullying and using bad words or snide comments
This upsets agents and makes them feel bad and perform worse
Plus it alienates them from the support and makes them look bad
In front of the entire team and often call centre which is bad
Respect lost in a minute often never to return or returning forced
Call centres are hire and fire them with egotistical bosses
Reps soon learn not to care less and hop to other centres
Brian saw this and experienced it putting his experiences down
So others can read learn understand call centre work
It’s not all bad but nor is it perfect and there’s much to say
Like any other industry there are good and bad points
Only by speaking out and education will things change

Mouse Cat
The client went on about how fraud hit the revenue
A single case of fraud could be bad
Costing thousands in dollars by criminals
Take the Mobile Application on cell phones
This was for business owners to take calls on
Separating them from personal calls

On the upmarket plan it was text capable
With unlimited SMS text messages
It was a free service but if 10,000 were sent
In a single day that cost something

If enough of such fraud cases were done
It cost the company hugely in lost revenue
It took time to find out if a new user was a fake
Doing fraud before their account was cancelled

Even if it took 48 hours to stop them just imagine
How many thousand text message could be sent
On 1 upmarket business account Mobile App

Its ease of use on a cell phone was a drawback
It allowed scammers to call up for a new fake account
Using a stolen credit card to pay

The 30 dollar activation fee for the service
That started immediately with a free 14 day trial
Perfect for nifty social engineering fraudsters
There were hundreds of them all being smart
We all had to be smarter to thwart them
How exactly do you do that?
It was cat and mouse

Quite An Experience
They said the Philippines and Thailand
We're both Third World countries
Yet the glittering business centres
In Manila and Bangkok were superb
Among the world's finest in design
Bringing in top revenue
Employing the best minds
Pushing what was possible
Brian worked in both cities
In his six years and counting
He was quietly proud of his career
Always doing his best getting average scores
Sometimes the highest never low
Except in the early days
When he was a new cherry
A German in Asia doing a new job
He came here for a gal
Long long ago it went from there
Flitting between countries working
Not on holiday or chilling out
Using 21st century systems
Taught by committed trainers
In time becoming a good rep
Aged in his forties and fifties
Keeping up with agents
Half his age in work and drinking
In a million years when
Brian died he would look back
And think was all that real
It was quite an experience