In this age of modern day technology, finding a job has taken its toll on a new level. Job seekers have now different options to choose from between going to a company like the usual way of applying or going through an application process or recruitment where one has to go physically line up to submit a resume, take examination and a face-to-face interview with the boss.
The easiest and convenient way nowadays is to go online and do all the process above in just a few clicks away. Less hassle and saves your time, money and effort ( no traffic, saves your fare expenses and most of all, your time! a few hours you can spend more for a quality time with family)
Filipino skills are very competitive, world class if I may say when it comes to work ethics. A great platform is at Rakuboss.ph wherein a multifaceted Filipino skills marketplace that supports freelancers from any business sector within the Philippines.
This screenshot was taken from my FB Post, 30 September 2019. The effective date of my resignation at work. Looking back, you may check my journey on finding a new work first. 🙂
Working in a BPO industry is not easy like others would regard to this as “Easy Job” There are several factors one has to consider if you wanted to be in this industry. Being a ‘call center agent’ have open me up to new learning experiences.
Being a call center virgin (one who has no experience working prior in a BPO), I am nuisance to terms and jargon in theproduction floor ( is a place where agents attend calls), RTM ( Real-time monitoring ) in charge would shout ‘ Dez, ACW one minute! That was very new to me on my first day in the production floor. I was like thinking ” What the heck is ACW?”
ACW is one of the most important responsibilities when working in a call center. It refers to the tasks required from a customer service representative after a call has ended and how long it takes for a representative to complete their post-call tasks”
” Huy, auto-in ka na!” a co-worker nudged on me. “Di pa ko tapos mag notes ano ba yan!” …. and so long a lists of terms that I get to know in the floor! Madali lang naman, just GMG! Haha! Kung ano yung GMG? Just check this link: https://www.urbandictionary.com/define.php?term=GMG 🙂
What do one expect from being a newbie? Of course, failing stats! Haha! Thanks to my TL (Team Lead/er) who did guide me through our coaching sessions, call listening and of course, finding the root cause on why I keep on failing which is;
Filipinism- English words or phrases resulting from the literal translation of Filipinos of English terms. They may not be necessarily grammatically incorrect but may not be comprehensible to native English speakers.
Voice Diction- is word choice, or the style of speaking that a writer, speaker, or character uses. The diction that you use when you speak or write should be matched to purpose or audience.
and one of the most important factor is CONFIDENCE. The way you deliver your spiels will definitely connect you to the person on the other line.
But of course, after failing, you have to level-up. Once you get the hang on how things work around with the process, you start to achieve small accomplishments one after another.
“Top Care Agent, Top Resolution Specialists for the month of…” Those are music to your ears. You get to have certificates, acknowledgement, a clap from fellow agents.. Haha! Kidding, you get incentives as well…
Here are some metrics from my recent account that you need to hit to get the P4P (pay-for-performance/ incentive) Or in agents layman’s term is extra-money, moohla, funds for your kikay-kit, pang rubber shoes, pang starbucks, pang date, pang- Palawan/Cebuana kay Mother-Tita-Tito-Kuya-Ate-Bunso-Lolo-Lola sa province na panay ang kumusta sa’yo pag payday! 🙂
Qualifier for P4P(Pay for Performance)
50 Surveys
95% REL
No second Written Warning
Scorecard
NPS– Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs the world round. Meaning from HERE
AHT– is a call center metric for the average duration of one transaction, typically measured from the customer’s initiation of the call and including any hold time, talk time and related tasks that follow the transaction. AHT is a prime factor when deciding call center staffing levels. From HERE
(Call Center) QA– is a process that can help ensure customer interactions are aligned with business goals. QA (Quality Assurance) monitoring aims to identify common customer issues, improve customer experience, and help standardize communication processes with customers From HERE
… and one of the most important but most often used and abused metrics madalas eto na lang ang kulang kaya di mo nameet target mo.
REL – Reliablity (Self explanatory ano po?) Attendance. Kakayahan mong gumising ng madaling araw at pumasok sa tamang oras ng hindi nalelate at gumamit ng Alibis Like ‘ Wala po akong masakyan- walang jeep, bus, taxi, grab,angkas, de-padyak na dumadaan! kanina pa ko naghihintay ng masasakyan like mga 2 hours. 🙂 di nag alarm CP ko, Di ako nagising, wala pong tubig sa amin! Wala na po ako damit masuot kase nasa labahin lahat, Traffic! sa alas dos hanggang alas kwatro ng madaling araw??! Masama pakiramdam like ‘me sakit po kase- asawa/nanay/tatay/tita/tito/si panganay, bunso, gitnang anak/ lolo/lola/ kapatid na babae, kapatid na lalake/ friend na babae/ friend na lalake- friend na LGBT –lesbian, gay, bisexual, and transgender! Ay meron pa pala, may sakit po kase pet ko na dog/cat/ monkey/ snaaake! as in ahas? need irush sa vet! Nag away po kase kami ng … same characters ng mga may sakit above 😂
But sometimes, we just don’t really feel going to work at times. We all have our reasons why we fail at some point in Reliability but we also have to think that we are being paid to work and let’s not judge our superiors or blame them if they are strictly implementing these things because at the end of the day we have to comply and we did amend to it. OR if it is really a serious matter to attend to that needs your absence, so be it. Be absent and just make up on the things you missed next time.
I’ll be missing all the dramas in the production floor – irate customer-irate agent relationship! irate agent-irate team lead relationship, irate team lead-irate manager relationship, irate agent-irate agent relationship. Haha!
But I’ll be leaving you for now with my unforgettable Boboos in the floor!
While on the call….
Me: Is 012345678 your telephone number?! Customer: Yes. Me: Is that true????!…. (Ay! is that correct pala dapat!) HAHA! 😂
Customer: !@#$%^&%8*( Where is my newspaper?! Me: I am very sorry to hear…. Customer: I don’t wanna hear your sorry again..$^&#@!#% Me: Oh, I apologise… (soorry not sorry!)😂
Doing an outbound call…. Me: Hi… Can I speak to John? Customer: This is John speaking… Me: Ok John, Please be advised that this call is being monitored and recorded for training and quality purposes… I just want to update that the issue is now solved..blah…blah… I’ll be crediting your account… blahh.. Customer: That’s good to hear. Thanks for taking action.. blah..blah.. Me: Ok John! Thank you for calling.. Have I assisted you with your enquiry today? Customer: Oh wait, I think you are the one who called me right? Me: Aaah.. Yes. haha! Thank you for taking in my call! (Pahiya onte… 😂)
Drama Moments
Customer: “I am 92 years old and reading news is all my happiness now. Why I can’t read the news? Can’t see anything on my iPad.. Me: Uhmm. We’l check…*troubleshoot *troubleshoot… Me: Is there someone with you right now who can check the device ( the device simply needs reboot).. Customer: I am living on my own, my kids have a life on their own, I don’t have friends… ME: …… Awww…
Oh the racists as well… Customer: I wanted to update my credit card details Me: Sure… Verified the account… processed update Me: All Good. Is there anything else? Customer : Yes, I want you to do my lawn and wash the dishes for me. But you can’t do that right? Your’e too far away. Me: Grrrr…
So there …. Will I go back to taking in calls??? Maybe, who knows!
Friend/Co-worker: “Dez, may opening daw sa account ni ano… Ang laki ng offer. Me: How much naman yan?? Friend/Co-worker: Asa 30k +++ daw eh. Apply tayo? Me: Sige, wait. update ko lang resume ko…. Hahaha!
GUYS, 75 CALLS WAITING AHOD PLEASE ! (exaggerated na sa amin yung ganito kadami que pero sa ibang center 100 plus calls)
AHOD (All hands on DECK) – instances where there would be a sudden spike on queues, you can tap admins to take in calls for the meantime until the queue stabilizes. In short, bilisan at i-wrap up mo na call mo para maubos na yung call ques at AVAIL na! haha!
AVAIL Definition: Also known as idle time, available time is time spent by agents ready and waiting to take calls. In short again, time to make Chika or Chismis to your team mates/ seatmates. 😂
**This post was written sometime in late January of this year. 2016.
Late last year of 2015, a blow by blow of problems and conflicts have put our faith into test… But with all the all obstacles throw our way, we’ve managed to passed through them although it was really quite challenging. There were lots of tears, bouts of fight, clouds of doubts and the toughest of all was facing our fears.
But despite all the negativity, I am really grateful to the people who showed us love, patience and understanding. It wasn’t really easy to understand our situation and they never did fail on that.
The month of December, we decided to close (again, for the nth time) the kitchen because I was suppose to work for a Christmas project which unfortunately only lasted for three days. So again, we were financially drain with all the debts and expenses filing up and zero income at all. So I was really keen on looking for a job since the first week of January.
I aim to apply at BPO’s since it was the most convenient in my case. No age limit, high compensation as compared to the “regular jobs” that I’ve been into. I finally landed on my fourth application!
My first attempt was at Acquire, but sad to say, I failed! I was actually confident and have been conditioning myself that I was already “in” during the initial process of recruitment. But at the last part of the off shore training, I was turned down! But as I was analysing things, I believed what the trainer who told us (to those who didn’t make it) there are reasons why we didn’t make it. And maybe, the company wasn’t really for me. But I’ve really learned a lot from that first experience of mine.
Moving on, I applied at Sykes the next day, just a couple of steps away from Acquire. Hahaha! The interviewer this time caught my attention. He’s sporting a long curly hair, tattoos on his both arms, a big hole ear piercing.! He was even listening to a rock song over his laptop before our interview begins. Yes, he seems more of a rock star rather than a recruiter eh. But he really handles himself well because he’s an eloquent speaker during our interview. He even gave me the chance to go back Thursday the following week after our interview on the condition based on his feedback that I need to work on my voice’s tone because I sound soft spoken and got a few grammar lapses and need to work on my English accent.
But the impatient me couldn’t wait that long so I decided to apply again after that interview. Haha! Also, I didn’t like to three month contractual basis offer and that there’s no government mandatory benefits plus the shifting schedule.
So off I dragged my feet to Convergys! Just a few steps away from the Sykes too! So now, you can imagine and guess where I am located with my applications. Yes, at the haven for call center agents at WCC mandaluyong.
At Convergys, I had to take online exams, interview. I was endorsed to the Time Warner account. Again, after the final interview. I failed! ( I wasn’t able to follow the instructions. It was a role play, CSR-Customer play about offering products etc) I was really hungry at the time so I wasn’t really paying attention any more to the process. I was endorsed again to another account, but I didn’t pushed through with it any more. I just went home straight. It was an exhausting day!
The following week, I applied at Teletech. I felt at ease the first time I set my foot on the place. The OJT’s at the recruitment were all accommodating. Their recruitment hub is clean and comfy! They even have free coffee, chocolates and biscuits for applicants.
The process is somewhat similar to Convergys. I did take the online assessment and exams (quite long!) There was a chat and call simulations, interview ( I passed on the exams because my scores and feedback were written on my resume, that, I saw before the interview). I had to go back the next for the final interview ( to the account that I was endorsed to) and had to take another exam ( an email support type of exam)
I had the job offer in the afternoon, and signed up on my employment contract,etc) Did take on the medical exam the following day and worked on the pre employment requirements after.
Now, I am just waiting for the call for instructions because we were told that we will start on Feb 8 next week! It’s a Chinese New Year! So I hope my career would be a lucky one for me this time around. OF course, I intend to do good at work and hope to enjoy it because this will be a new level of experience for me.
I love it because, the workplace is just near, 10-15 minutes away from home, Day Shift schedule, salary wise, it pays more than my previous work! May God bless me more and guide me on my new work. Looking around to meeting more friends too!
** Update
I received a call last Feb 3. Informing me that there will be orientation on Feb 5. ( Yesterday) Our employment contract were given back to us as submitted our pre-employment requirements. We had our photo session for ID and were given our security badge.
I would officially start on Monday (Feb 8) with the training. What a great way to start the Chinese New Year! Year of the Monkey! Claiming that it will be lucky one…
I’ll keep you posted with my journey on my new “work life”…
Keeping your staff comfortable at work is essential for a motivated and productive workplace. Breeze Installations suggest that air conditioning installation will not only keep your workers happy, it can also help you fulfill the legal requirement to provide employees with a working environment that’s kept at a reasonable temperature.
But it’s not just about your workers’ happiness. Working in an office that’s uncomfortably hot or cold can seriously affect your employees’ productivity. Commercial air conditioning will help to regulate the temperature in your office and keep workers working.
Employers Pay the Price of Overheated Offices
There are millions of reasons why air conditioning installation can be a wise move for employers.
A survey by the Office of National Statistics revealed that overheated offices is costing British employers a combined sum of £19.3 million in lost productivity during the summer months.A staggering 92% of office workers waste up to an hour a day due to the heat.
When temperatures creep up beyond 24C, the likelihood of accidents occurring increases too, according to the British Safety Council. Concentration falters in hot weather as the body uses extra energy trying to regulate its temperature. This increases the number of mistakes we make and reduces our ability to solve problems.
As well as affecting productivity in the office, there’s also there problem of absenteeism.
Air conditioning has been shown to cut down absences from work in summertime, when offices can be unbearably hot. Health issues such as respiratory or cardiovascular problems are also exacerbated by hot temperatures and humidity,which increases the instances of sickness and time off work.
As well as hot summers, there’s another reason why modern offices are heating up. Equipment such as printers, computers, photocopiers and electrical devices are adding to workers’ misery with their additional heat output.
With hotter UK summers being predicted for the future, getting a good air conditioning system installed in your premises is a very worthwhile investment.
Air conditioning installation is one of the most effective ways to maintain optimum conditions in the office. It also keeps the air free of allergens and dust and can prevent germs and chemicals spreading through the building.
How Hot is Too Hot?
The conditions within the workplace are governed by the Workplace (Health, Safety and Welfare) Regulations 1992.
Regulation 7 of these regulations states that during working hours, “the temperature in all workplaces inside buildings shall be reasonable.”
While the law does not state a specific temperature at which to keep the working environment, a ‘reasonable’ temperature is acknowledged to be at least 16 degrees Celsius. If the work requires physical effort, the temperature should be at least 13 degrees Celsius.
The World Health Organization recommends a maximum air temperature of 25 degrees Celsius.
A good test of whether the temperature is right would be if the majority of your employees complain of the temperature being too hot or too cold. In which case, you can safely assume that the temperature is unreasonable.
Expert Air Conditioning Services
Take steps to ensure that the temperature in your workplace is primed for productivity. Breeze Installations is the air conditioning expert based in Birmingham.
The team at Breeze provides air conditioning installation across the West Midlands and UK, and also offers services such as repair and maintenance of existing commercial air conditioning.
Our air con specialists will ensure that you get the commercial air conditioning that’s right for your business and your budget.
Contact Breeze for air conditioning installation and services in Birmingham and the UK.
I was sent to represent our company in the annual channel conference by the leading processor, motherboard, mobile chips maker Intel. I think it was my fifth time to attend such event. The usual, it was filled with many updates and informative discussion with the latest trends in the hardware and software computer industry.
There were games held in between the talks as an ice breaker. The goods and prizes given away are actually one of the things that attendees look forward to. Haha! I wasn’t able to participate in the games nor win in any of the raffle prizes. But at the end of the conference, everybody gets to bring home custom travel mugs and tumblers.
I got this cute pink tumbler
I don’t know if I’d be still be able to attend next year’s event but I’d be glad and still looking forward to it, that it is if I am still around with my current work.
