Welcome to Call Center Basics — your starting point for understanding how the BPO industry works, what to expect as a new applicant, and how to prepare for a successful career in customer service, sales, or technical support roles.

Whether you’re applying for your first job, switching careers, or helping someone else get started, this guide covers the essential topics—from definitions and job types to requirements and the hiring process.

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What is a Call Center?

Wikipedia says:
A call center or call centre is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call center is operated by a company to handle incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, client communication, product services, and debt collection are also made.

That’s accurate. But the real question is…

What Is a Call Center for Me?

Different people have different answers.

But I didn’t write this for them.

Let’s Talk About You

Call center work isn’t perfect.
But compared to many local job offers, the pay is solid.
Whether or not you enjoy the work depends on your lifestyle.

I present call center work as a stepping stone to help you move toward your long-term goals.

Why I Started

My first goal was simple: save enough money to pay for my tuition.
Later, I wanted to use my income to fund a business.

Other people use call center income to pay the bills while they figure things out.
Some use it to save up and work abroad.

I used my call center income to continue learning and prepare for remote freelance work.

I’ve seen many people succeed using that plan.

Have You Done the Math?

If you’ve never run the numbers, here’s what it looks like:

That’s 13 months of pay per year—multiplied by five years.

With resourcefulness and imagination, call center work can fund your goal—whatever that goal is.

So, What Is a Call Center for You?

That’s the question only you can answer.

What is BPO?

One question I often get asked is:

What is a BPO?
What’s its relationship to call center work?

In this section, we’ll answer both.

Understanding BPO helps you see the bigger picture. It gives you clarity on the kind of job you’re applying for and helps you prepare better for interviews and long-term success.

What Does BPO Mean?

BPO stands for Business Process Outsourcing.
A business process is simply a series of steps that keep a business running.

Examples of Business Processes:

What is Outsourcing?

Outsourcing means paying someone else to handle tasks for you.

Why Companies Outsource:

You Already Outsource in Daily Life:

Business Process Outsourcing is the same idea—just for business tasks.

Most Common Call Center BPO Services

These are the top three roles in most call centers. They’re primarily voice-based and form the foundation of many BPO operations in the Philippines.

Other Commonly Outsourced Services

BPO isn’t just about taking phone calls. The industry also includes non-voice and specialized roles that require different skill sets. Many companies now outsource:

These jobs may be part of a call center or a separate BPO unit. Many non-voice positions require strong English skills, technical proficiency, and sometimes additional certifications—but they also offer higher pay and more specialized career paths.

My Personal Definition

Business Process Outsourcing is an opportunity for Filipinos to work for companies from the U.S., Australia, and Europe—because of our strengths in cost, communication, and skill.

We’re taking on jobs once done in other countries, and doing them well.

If you want to get hired in a call center or BPO, you need to communicate well in English. That includes:

These are the basics—and they’re what will set you apart.

What is a Call Center Account?

I often get asked, “What is a call center account?”

If you’re new to the call center or BPO industry, this is one of the first terms you’ll encounter.

When you get hired in a call center, you’ll technically be working for your employer—the call center company—but you’ll also be working for an account.

What is a Call Center Account?

A call center account is the client that the call center company is servicing.

Many call centers don’t handle work for their own brand. Instead, they serve other companies by offering business process outsourcing services. When you’re hired, you’ll represent one of those clients.

Example:

Let’s say you work at Sitel, and your assigned account is Apple. When you answer the phone, you’ll say:

“Thank you for calling Apple,”

— even though you’re employed by Sitel. You are not an Apple employee, but you’re trained to represent them and follow their procedures because they are Sitel’s client.

This setup is common across all call centers. You work for the BPO company but on behalf of the client company—that’s the account.

Remember:

An account is your employer’s client in a call center.
You represent that client at work.

LOB: Line of Business

In recent years, the term “call center account” has been replaced or complemented by another term: LOB, which stands for Line of Business.

A line of business refers to the specific service or focus area you are assigned to within a client’s organization.

Examples of LOBs:

So instead of saying:

“I’m assigned to the Amazon account,”

You might hear:

“I’m assigned to the customer service LOB under the Amazon account.”

LOB gives a more specific picture of what kind of work you’re doing inside the account.

What Does B2B and B2C Mean?

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What Does B2B and B2C Mean?

These are two terms you’ll often hear in the BPO and call center world:

B2B – Business to Business

B2B means your work involves serving other businesses.

In this role, you’re usually talking to business owners or employees of another company.
This could involve technical support, service contracts, account management, or B2B sales.

B2C – Business to Consumer

B2C means your work involves serving individual customers.

In this case, you’re helping the end users of your client’s product or service—like retail customers, subscribers, or service users.

Which Is Better?

It depends.

What Should You Choose?

If you’re just starting out, it’s okay to take the first good offer you get.
Focus on building your skills, gaining experience, and growing your confidence.

Later, you can aim for more challenging and higher-paying roles, whether in B2B or B2C.

The more value you can deliver, the more you can earn. Start where you are, and build from there.

📞 Want to learn how B2B and B2C connect to daily call center tasks?
Read: What Does Inbound and Outbound Mean?

What Does Inbound and Outbound Mean?

In a call center, there are two main types of calls:

These terms refer to the direction of the communication, and each type applies to different business processes.

🧠 Want to understand how this connects to B2B and B2C work?
Read: What Does B2B and B2C Mean?

Inbound Customer Service

This is when a customer calls you to ask questions, follow up on a request, or report an issue.

Outbound Customer Service

This is when you call the customer to follow up on their concern, provide an update, or close a support ticket.

Inbound Sales

The customer contacts you to inquire about a product, place an order, or ask about a promo. You assist and may offer upgrades (also called upselling).

Outbound Sales

You contact the customer or lead to offer products or services. This is commonly referred to as telemarketing.

Will I Be Assigned to Inbound or Outbound?

It depends.

Your assignment usually depends on:

Every company is different. Some focus on inbound, others on outbound—and many do both.

What Should You Do?

Start by understanding which one fits your strengths:

Either way, both roles can be great stepping stones in your BPO career.

Call Center Job Application Requirements

The call center industry is known for being an equal opportunity employer.

Recruiters don’t care if you’re tall or short, rich or poor, young or older. If you can meet the requirements and prove you can do the job, you’ll get hired.

Here’s what most call center companies look for:

1. Conversational English Skills

You don’t need to speak perfect English—but your communication skills must be strong enough for small talk, asking questions, explaining a process, giving directions, and telling short stories.

You’ll often be reading from a script, so focus on fluency and clarity.

Watch out for common pronunciation mistakes like:

✅ Practice speaking, reading, writing, and even praying in English.
✅ The more you practice, the more natural it becomes.
✅ Think in English so you don’t need to translate every sentence in your head.

Speaking English is like building a muscle. The more you use it, the stronger it gets.

2. Willingness to Work Night Shifts or Graveyard Shifts

Most call center companies serve clients in the U.S., which means your schedule is the opposite of Philippine time.

Some of my shifts started at:

Night shift takes adjustment. You’ll need discipline to say no to distractions, maintain your sleep schedule, and still show up with energy and focus.

Tip: Arrive one hour early to avoid rushing or being late due to transport issues.

3. Can Start Immediately

Reputable call centers are always hiring—and they usually need agents right away.

Why? Because:

If you’re available to start immediately, you have a strong advantage.

4. Age: 18 and Up

There’s no strict age limit. Whether you’re 18 or in your 50s, what matters most is if you can perform.

If you can show the interviewer that you’re reliable and ready to learn, your age won’t be a problem.

5. Basic Computer Skills

You don’t need to be a tech expert, but you should be comfortable using a computer.

At minimum, you should know how to:

Most of your work will involve using a phone system connected to a computer.

6. Educational Background: High School Graduate or Higher

Many companies accept high school graduates, especially if you have good English skills and can pass the interview.

While some clients require at least 2 years in college or a degree, those roles can often be accessed later once you gain call center experience.

❗ Important:
If you’re planning to work while studying, don’t say it outright in the interview.
Instead, say you’re focused on saving money now, and in the future, you may consider part-time classes—if your schedule allows.

7. Professional Attitude

Many Filipinos say call center work is hard—and they’re right. That’s why attitude matters.

You need to show you’re:

A professional mindset is what separates those who get hired—and stay hired—from those who get replaced.

What Do You Think?

Do you have what it takes to get hired in a call center?

In your notebook:

Common Call Center Jobs

The most common call center jobs in the Philippines fall under three categories:

These roles exist across different business processes being outsourced to the Philippines—from multinational corporations to small and medium enterprises. Even local businesses are starting to open internal call centers or outsource to local BPO providers.

At their core, call center jobs are about solving problems. If you want to succeed in this industry, understand that your main role is to provide solutions.

Yes, the work can be uncomfortable at first. It may even feel stressful if you’re not yet familiar with the tasks. But that’s exactly why companies are willing to pay you.

Your job is to improve your skills over time so you can handle problems with more confidence and less effort.

Customer Service

Customer service agents handle inquiries, requests, follow-ups, complaints, and more.

In this role, you’ll learn:

Technical Support

Tech support agents assist customers with technical problems or product-related issues.

In this role, you’ll learn:

Sales

Sales agents (or reps) work on the revenue-generating side of the business.

In this role, you’ll learn:

Kevin’s Notes

I personally believe it’s useful to learn a bit of each role. Here’s why:

These skills complement each other and make you more valuable in any team.

Also: all three roles can be either inbound or outbound, depending on the account.

What Should You Choose?

If you’re new, take the first good offer you get. Don’t overthink it.

Start gaining experience, then reinvest your income into building your skills. This opens doors to more challenging and higher-paying roles later on.

What Kind of Call Center Job Do You Want?

Take a few moments to reflect.

Write it down—and let that guide your job search.

Call Center Hiring Process

Getting hired in a call center typically involves several stages. Since you’ll be representing international companies—especially from the U.S.—each step helps recruiters assess your skills and fit for the job.

Online Application

You fill out an online form and submit your resume to the company.

Requirements:

Walk-In Application

You apply directly by visiting the company office. Some call centers complete the recruitment process in a single day.

Requirements:

Computer Exam

You may be asked to take several assessments, such as:

Requirements:

Initial Interview

The recruiter asks about your background, goals, and personality. Expect these common questions:

Pro Tip:
Don’t memorize answers—tell personal stories. Talk about real experiences and lessons.

Group or Panel Interview

You might be interviewed:

Why I Like Group Interviews:
You get to observe other applicants. Pay attention to what works and what doesn’t. It’s a learning opportunity in real time.

Written Exam

You may be given:

Call Simulation

This is a role-play.

Tip:
Familiarize yourself with basic call flows. Many samples are available throughout this site.

Final Interview

You meet with a hiring manager, HR head, or someone from leadership. The goal is to confirm your fit and verify the details from earlier stages.

They may re-ask key questions to see if your answers stay consistent.

Job Offer

If you pass all interviews, you’ll be scheduled for a job offer session and contract signing.

Basic Training

Some companies provide pre-hire training, which may include:

⚠️ Important:

Product Training

Once hired, you receive specific training about the account you’ll be assigned to.

In the call center world, “account” means the company you’re representing (e.g. AT&T, Comcast, or Sprint—not the BPO company you were hired under).

During this phase:

At Comcast, my product training lasted about a month before moving to OJT.

OJT (On-the-Job Training)

You start handling live calls—supervised by a trainer or your future team leader.

What to focus on:

In my batch of 30, only 10 passed OJT.

👉 Read: What happened to my 30 co-trainees

Pre-Regularization Evaluation

If you last six months, the company may regularize you. Before that happens, they’ll assess:

Out of our 30 trainees, only 5 got regularized.

👉 Read: How I was almost terminated

How Long Is the Call Center Job Application Process?

Many call centers follow a one-day hiring process—which means you could find out whether you passed or failed on the same day.

This is a good thing.

👉 Tip: Always ask for feedback. Then write down what you learned.
Every failure can teach you something that helps you succeed next time.

What Does a “One-Day Process” Actually Look Like?

A one-day process doesn’t always mean it’ll be over in a few hours.

In general:

The longer the company lets you stay, the better.
That means you’re progressing through the steps.

Keep These in Mind:

Failure is part of the process. Success comes when you keep moving, learning, and trying again.

Summary: Start Your Call Center Journey Here

If you’re just starting out in the call center industry, this guide is for you. We explained:

The Philippine BPO industry offers competitive salaries, international exposure, and the chance to build real-world skills that open doors to better-paying jobs—both locally and online.

If you’re resourceful, committed, and open to learning, the call center can be more than just a job. It can be your launching pad.

Ready to explore the next steps? Check out:

👉 Call Center Job Application & Interview Tips
👉 Call Center Training & Work Performance Guide
👉 Improve Your English & Communication Skills