Thank you for this post. I am a call center agent myself and have experienced the struggle on maintaining my metrics without putting the process at stake. It is never easy to speak with someone you do not know and assist them and in return, you will hear cussing. There are times you will be judged because you are from another country when in fact you have done your best to train for the process just to serve them better.
You have to do OT hours just to sustain SLA of the client, especially when getting a high volume of calls. You have to be in even on holidays greeting your customers instead of your own family. It is never easy to be working on a BPO, yet many are still judging those who work in such industry. I hope we stop this and learn that all kinds of jobs shouldn't be belittled.