By Margaux Panlilio, Quality Supervisor

No one is stopping you. Cry if you want to, or laugh if you feel like it. There is nothing wrong in baring your emotions as you go through the challenges of a call center agent. In this job, you experience everything – customers hurling invectives at you during a call; some rare occasions when they share their most hilarious stories; getting harassed by difficult managers; and happy situations as you remember that life as an inbound or outbound call center agent opens up limitless opportunities. Keep in mind that these situations, whether good or bad, separate losers from winners. If you want to take this long and steady climb to “customer service” success, you have to understand that some situations can lure you to decide the other way around, like dealing with attrition, not performing optimally, and more. Because of this, one must make an effort to control his emotions (physical manifestations of uncontrolled emotions) that usually hinder us from doing the right thing. As a human being, you are created to be “equipped” with sophisticated and diverse mind mechanisms. With such capabilities, you are obliged to make the right decisions and can control the dynamics of your mood or emotions. If not, these same emotions will literally destroy you. So relax and take a breath because that’s just how the call center industry operates, or every industry for that matter. So how will this make you stay and grow in the competitive call center industry? The road towards reaching your call center longevity is not easy. It requires you to sacrifice, to be selfless, to have discipline, and to show persistence. And these demands can sometimes be emotionally draining especially if there are unexpected turns along the way (unprofessional colleagues, intrigues, politics, and tough bosses). You cannot dismiss the fact that there will be negative energies emanating from the operations floor, causing you and the people around to be irrational, close-minded, and completely in distress. These are the times when you are required to stay composed, and be in control even if you feel you cannot. There is always a way to turn this setback into a good opportunity. Let me give you an example. Most call center employees, including myself, know that we are required to work during the holiday season. Honestly, it can be quite a drag sometimes. We begin vacillating between staying home to celebrate the holiday with our family, children and closest friends and getting ready for work. You begin asking yourself, “Why do I have to work when everyone at home is celebrating?” Or to more vehement reactions like “This is unfair!” for moments when you harbor this negative emotion, which influences your rational thoughts. You can address this by acting on what needs to be done (go to work early, make yourself busy to stop tracking time, or do something worthwhile) to bring you closer to your goal and ultimately, stay longer with your company. For starters, develop the right behavior to finish one difficult task a day. As you stay focused to do and maintain it, you will discover that you have withstood the ordeal by controlling your bad moods – and realize you are deserving of a great call center career future. Never let negative thoughts control your thinking. Pursue happiness because this will always give you reasons to work. It also goes to show that you are your own enemy and you’re the only one who can stop it. Why do you have to read this? Why do you even need to plan on staying in the call center industry when you are not happy? Remember, the issue here is not where you work; it’s about how you do your job. If your attitude keeps you from succeeding now, then even if you’re no longer a call center agent, even if you already have your own business to run… this will always be a problem, it will always be there. It’s not the industry who’s making you unhappy, but IT’S YOURSELF! Think about it. Your attitude may be the only thing that is keeping you from achieving success, and finding the job where you want to stay longer. So, are you going to let go? Resources: