FAQ - Voice | SPi Global Careers

Q: What is a call center?

A: A call center is a company that provides support to customers, primarily over the phone. Call centers usually handle calls that deal with sales, customer service, troubleshooting of technical issues, and other forms of customer service.  Call centers also provide support through text and chat services if necessary.
 
Q: Are all call center agents assigned to US-based clients?
 
A: The majority of our clients are US-based, thus the bulk of the industry provides services to US customers. However, we also provide support to other countries like Australia and the UK, as well as our many Domestic clients.
 
Q: Do all call center agents work at night all the time?
 
A: An agent’s schedule is dictated by the location they are serving and the operating hours of their service. For US based clients, the schedule is primarily at night, while if the clients are Australian or Philippine-based, then the majority of the shifts are during the day.  However, some accounts operate for 24 hours so it is possible that while you are assigned to a US Based account, you may be on a dayshift since you are providing customer service to their clients who are calling during the evening hours in the US.
 
Q: What are the perks of working for a call center?
 
A: The take home pay of a call center employee is generally at par with or even higher than the take home pay of someone in a different industry providing similar services since call center agents usually get additional perks such as performance bonuses, tenure bonuses, and other monetary awards.  In addition, call center employees who work during the night shift are paid night differential allowances in accordance with the labor code.
 
Q: How do I know if I’m suited to a call center job?
 
A: If you are articulate, a quick thinker, computer literate, with a pleasing personality, customer service orientation, and can multi-task – then a call center job may be for you.  The best way to tell would be to check out the openings for call centers, identify the job that seems to interest you, and apply for that job.