My friend was having trouble a few years ago. He had recently graduated from university but was unable to find employment, like many young people in Addis Ababa, as you know, because of many factors. I will share with you the reason and the solution in another post. He applied for jobs in customer service, finance, and administration but was either rejected or left in silence. Eventually, he started to lose all hope. I was really giving him advice to never give up.
However, one day, an unforeseen event occurred. He learned from a friend that a call center was looking for young people with strong communication skills — and he has nice communication skills. What really amazed me is he gained that skill from applying for jobs many times and communicating with several people every day because of work, and then eventually he became a nice communicator. He didn’t initially take it seriously.
“A call center?” he asked. “I went to college to do more than answer phones.”
Eventually, though, he tried it.
His life was completely altered by what transpired next.
Getting Hired: The First Step
His application was submitted to one of the renowned Addis Ababa telecom call centers. The prerequisites were straightforward:
- Proficiency in both English and Amharic
- Fundamental understanding of computers
- A courteous and professional demeanor
The interview process went quickly. Among them were:
- A test of written grammar
- A quick voice test to assess tone and clarity
Just don’t ask me about his voice and tone — it was so perfect. I think this made him hired and chosen, but this is not the main thing; it’s just additional. What made him hired, I will list it down.
- One face-to-face interview
He was offered a job a few days later. Although his beginning pay was modest, it included paid training, health benefits, and — above all — the opportunity to advance.
The Curve of Learning
The first two months were difficult. My friend needed to understand:
- How to deal with irate clients
- How to handle night work
- How to use customer relationship management systems and type quickly
It was stressful at first. A few patrons were impolite. There were some days when it was hectic and overpowering. However, he improved his speed, self-assurance, and ability to handle pressure over time. Additionally, he began to improve his time management, problem-solving, and fluency in English.
Professional Development
After six months, his boss observed his professionalism and composure under duress. He received a promotion to team leader assistant, which involved assisting new agents and paid more. Then more doors began to open.
Two years later, he had:
- Participated in customer service training that was arranged by global partners
- Joined the team responsible for quality assurance
- Obtained a call center operations internal certificate
He eventually rose to the position of call center supervisor, overseeing 15 agents. He began saving money to purchase his own laptop and even support his family after his income more than doubled.
The Unexpected Advantages
In addition to his professional development, the following unexpected events occurred in his life:
1. Self-assurance and Communication
He was shy once. He can now confidently lead meetings, give reports, and speak in front of sizable crowds in both Amharic and English.
2. Friends and Networking
He encountered people from various cities, nations, and backgrounds at the call center. A few of them grew close to one another. Later on, one of them assisted him in joining a global business process outsourcing (BPO) firm.
3. Novel Career Routes
He developed the skills necessary to apply for positions in sales, customer service, and even remote work for international corporations after more than three years of experience in the call center sector.
What His Story Can Teach You
Because they believe that call center jobs are “temporary” or “low-level,” many people disregard them. However, in actuality, they can serve as effective stepping stones, particularly if you:
- Be serious about the work
- Remain consistent and professional
- Take advantage of every chance to learn
The following are some abilities you can acquire:
- Verbal communication
- Multitasking
- Managing pressure
- Making use of customer service software
- Team leadership
Employers in a variety of industries value these transferable skills.
Concluding Remarks
My friend makes more money now than he did three years ago. He provides for his family, works from home, and has a solid resume full of tangible accomplishments.
His life changed because of the job he once detested.
Therefore, don’t disregard call center jobs if you’re looking for a way to start, are unemployed, or recently graduated from college. They could be the beginning of a future you never thought possible.
And thank you for reading and for being our site visitors and keeping in touch with our weekly posts — related job and career advice, story, news, and opportunities.
