Devoted to the call center industry, the agents on the phones, and their managers

A lot of people normally would like to climb the corporate ladder and in our center, most are in a hurry to get to the next level, experienced or not.  The pay is good as front liners, why wouldn’t one want more?

But, there are some who would rather stay as agents and consider it as their comfort zone.  There are several reasons why agents stay where they are, despite of the constant encouragement from their peers and supervisors.

Comfort Zone
As mentioned previously, some feel they are not ready to accept more responsibilities. They see the stress their team leaders go through or perhaps it’s more of a confidence issue, knowing they don’t have the right skills to handle the expectations.  These people are ready, but they are so used to the routine, it’s better to stay.

Personal Engagement
There are working students and they decided to join the industry so that they can finish school.  A single mother who can’t afford to change her schedule because she has to take care of her child is another example.  Some have their little businesses to take care after work and knowing that being a supervisor would mean more hours at the office.

Agent Incentives
This is seen mostly in outbound, where you get a monthly incentive for reaching a certain quota.  The truth is that when they’ve managed to learn the ropes, it’s an easy job and they even make more than what a supervisor can make every month.  They would rather accept the stress on the floor, with more pay.

So, if you meet someone who has been an agent for several years, it’s not because they’re not good at their jobs and never get promoted.  There is always a personal reason behind it.