June 25, 2013



Photo taken from www.live.ac.uk

In the call center industry, when an account has a lot of avail time (no calls coming in), it only means two things -- either the account is overstaff or the account will soon be pulled out. There's a lot of avail time in our account lately -- and we're not overstaff.

Yesterday, we already received the bad news -- the account is decreasing the number of agents since the demand of the client (call volume) was also decreased. We'll be redeployed to other accounts within the call center company. It means that we'll have some time off-the-phone until we can be absorbed by the other accounts. I heard it would be paid for the first 30 days. If we're still "floating" after 30 days, then it would no longer be paid. It's either we wait for a few more days or look for another company.

This is not the first time that I'll be redeployed. In the past 6 years that I've been in the call center industry, I've been redeployed (client decision) around 6 times already. I'm used to this scenario although it's still a pain in the butt. It means that we have to learn new tools, new processes, new product and new support. This is one of the several things that I hate in the call center industry.

If the call center company that hired you is a big company with a lot of sites in different parts of the country, then you don't need to worry. There's a big chance that you'll get a new account immediately. Otherwise, you have to begin editing your resume and start sending the updated one to other companies.

I better start updating my resume.


We had a meeting yesterday and it was formally announced that the account is closing effective July 1, 2013. We’ll be endorsed to an ISP account and the interview process will begin tonight.

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