Agent role + POC role

[mekusmekusx]

Nangyayari ba tlaga to sa BPO companies, yung agent ka tas ginawa ka pang POC na dagdag trabaho lang. tas wala man lang dagdag sa sweldo same parin ang sahod mo as agent.

 

[Rectify]

ano ulit yung POC ts heheh nalimutan ko, 2 years na ko simula umalis ako sa BPO haha

 

[mekusmekusx]

ano ulit yung POC ts heheh nalimutan ko, 2 years na ko simula umalis ako sa BPO haha

Point of contact, parang right hand ka ng TL, dagdag trabaho lang yun imbes magfocus kalang sa pagging agent madagdagan ka pa ng trabaho.

 

[SanitariuM]

Pros:
1. Career Exposure
You get noticed by management and might be first in line for future promotions.
2. Skill Development
You gain experience in leadership, delegation, conflict resolution, and client handling—skills that matter beyond the BPO.
3. Resume Booster
Even without a title change, the responsibilities give you content to strengthen your resume.
4. Network Expansion
You interact with other departments, leaders, and sometimes clients—opening doors for internal referrals.
5. Soft Test for Readiness
Some companies use it as an unofficial probation before moving you up permanently.

Cons:
1. No Additional Pay
You do more work but get ρáíd the same—this is the biggest issue.
2. Burnout Risk
Balancing regular agent tasks and POC duties often leads to mental and physical fatigue.
3. No Formal Recognition
Without title or contract updates, it might not count as official experience.
4. Exploitation Disguised as Opportunity
Some companies keep you in that “acting” position indefinitely, with no real intention to promote.
5. Peer Conflict
You might deal with attitude or resistance from teammates who still see you as “just another agent.”


If you're in this situation:
Document everything,
Set expectations with your supervisor, and
Ask for timelines or written confirmation if promotion or raise is on the table.