Category Archives: services

My First BPO Experience

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 the production 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;

  1. 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.
  2. 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. ?


I love queuing! Said no one (agent) ever! ?

3​ ​Ways That​ ​a​ ​Puerto​ ​Rican​ ​Translator Can​ ​Help​ ​You

Other than the pristine beaches, lush tropical forests, and exquisite cuisine, Puerto Rico has still so much to offer. And when you are traveling to Puerto Rico, knowing the language and the culture is an important factor. Puerto Rico is so rich in culture that you don’t want to miss. Reading books and doing some research online may not be enough and you might need a Puerto Rican translator. Having a translator is a great help wherever you go.

Here are three ways how a Puerto Rican translator can help you.

1.  Quality of translation is a guarantee.

While it is perfectly fine to learn a new language all by yourself, there is no guarantee that what you have learned is exactly what it is. This is because sometimes, there is no one who can confirm if what you have learned is correct. If you hire a Puerto Rican translator, they will be able to explain the technicalities of their language. While Spanish is a known a language in the world, each country that uses it have developed some dialects and nuances that you may not have heard of yet. There can be variations with regards to vocabulary, spelling, and grammar that might be very confusing. Having someone who has high level of proficiency in the language would be of great help.

2. You will learn more about the culture of Puerto Rico.

The best way to learn any language in general is by immersing yourself in the culture of a certain place. Learning a language does not end at the four corners of your room. You have to visit places, encounter people, and go into certain situations. If you have a Puerto Rican translator with you, they can help you pick up the local influences and provide you more information on the culture. It helps when someone who is proficient in the language go with you because they can help you navigate situations. For instance, if you go to a certain restaurant and would want to order something, chances are, the way phrases and words are spoken might be somehow different in certain places depending on the neighborhood you are in. Your translator will be able to point out certain slang words or special usages of some phrases when you are in a certain place.

3. You can practice the language better.

Learning new words through the Internet or by just reading a book can be very confusing. And to some extent, it can potentially hinder your learning. It slows the process of understanding new words and phrases. Having a translator will give you confidence in learning as you will receive real-time feedback and in-depth translation. As they say, practice makes progress. You will be able to see your progress in learning the language when you have a proficient translator with you. Having a consistent communication with your translator can greatly influence your way of speaking a new language. In the end, you are able to practice the language better and with more confidence.

How does the Handyman Survive in the Current World of Professionals and Specialists

Handymen can be found in communities in every country all over the world, offering low-cost services ranging from home repair, to painting, to rubbish removal for their customers. At times you may need home repairs that you shouldn’t try to do or can’t complete on your own. Professional handymen can assist in this task by using technical trade skills to complete the job. Anything from plumbing, electrical projects, painting a wall or property maintenance, are examples of common handymen responsibilities. Most people have had something go wrong when they least expect it, or a part of the home is in need of repairs, and who better to call than a professional and qualified handyman??

Why bring in a handyman?

You’ve got a slowly increasing list of home improvement jobs that need doing, like changing a leaking bathroom tap, replacing a rotted kitchen door or painting the living room walls. You could hire a plumber, carpenter and painter, who may have conflicting schedules with when you will be available at home, or you could hire a qualified handyman to complete all three projects in one day, saving you time and hassle.

Getting it right

A homeowner can save time and money on home improvement and renovations by hiring a handyman complete a wide range of jobs at an affordable rate. A service charge from a plumber or roofer to come to your home could equal or even exceed the cost of hiring a handyman for a few hours.You will also be less likely to be overcharged if you hire a handyman. Although handymen have less expenses, they do supply all their own tools, so there’s no need to invest in extra equipment you won’t use often or at all.

Finding the best

It is usually easy quite easy to find a decent and qualified handyman; most advertise in phone books or with fliers around town, they can be easily found on the Internet, and if you are lucky, you may have heard about a good one through word of mouth recommendations. Some people who have had their repairs and renovations done by excellent handymen, will trust them to do other jobs for them in the future, since a good one can be hard to find. It may be a good idea to keep a reputable one’s number handy in a phone book or on your mobile phone. A renowned and leading company with over 20 years’ experience in the Perth region of Western Australia, is http://www.menbehavinghandy.com.au Keep that address well handy in case you are in need of it!

Home is where the heart is

Nobody loves their home more than the owner, and it makes perfect sense that you should only hire the very best to carry out any kind of repairs. Knowing that somebody is doing the job how it should be done, gives one that special peace of mind. And that’s what we all want, right?

Benefits of Hiring House Painters

paint

If you want to improve the feeling and look of your home décor in an instant, house painters in Colorado Springs are more than qualified to come into your home and make the drastic changes on your walls that you are looking for. With talented painters ready to help you express yourself, you will have a fabulous-looking home within days.

Brown or Browner

Deciding to have your walls repainted in your home can be a big deal. If you are used to dull and drab color schemes, bright and vibrant hues may be a shock to your system. This is why it is vital to start slow and work your way up to something that is full of life and brightness. Start with neutral hues or warm and rich tones. This will not be such a surprise when you walk into a room. Your eyes can focus easily on the color, and you can really begin to get a feeling for what it is like. If you decide that you want more color right away, choose something bold that will pop when painted on your walls. Your motto may be to go big or go home, so just jump right into it and choose a bright red or crimson for your family room walls.

 

A Caring Company

Hiring house painters will ensure that your walls end up with a beautiful, smooth, and even finish. They are properly trained and have the appropriate tools and devices for the job. They are so well-trained and skilled, that they can get most of your house painted within hours of starting. A job that may take you days to complete will take them a few hours to masterfully finish. With many reasonably priced jobs for you to bid on, you can pay someone a fair price for painting your entire house in half the amount of time you could do it in.

 

A Happy Customer

You will be overjoyed when you hire house painters in Colorado Springs to paint a masterpiece of colors on your walls. The job will be completed expertly, and you can sit back and wait for the walls to dry.

Office Locked Up

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Our day to day business hours is from 8am-5 pm. I usually go to the office a bit early to avoid getting caught in traffic. Being in the service department, I also need to accommodate early calls from our customers who needs support and assistance regarding our products and some technical problems.

I have to log-in thirty minutes ahead of the opening time. But sometime last week, our office key is nowhere to be found. The downside? We don’t have a master nor spare key for it. Boo! I was in-charge with the key and I really don’t know what to do. I was hoping that we have an emergency Locksmith Calgary within the area to help us in opening the main door of our office.

The Locksmith Calgary NW offers a professional service in locksmith, emergency vehicle and door open-ups, be it a residential or business type of establishment. You can put your trust and confidence in them as they give you a smooth and hassle free process of unlocking those doors or gates of your offices. They are available 24/7 so you really can count on them anytime you encounter a problem.

I better need to get a key duplicate again. I just hope that I won’t lose it again or I’ll end up calling locksmith service for the nth time. 🙂

On Transportation of Hazardous Good and Materials

Putting up your own business entails a lot of things to consider to get it smoothly running and achieve growth and success. Company engaging in manufacturing, import and exportation of different products  should abide with all the rules and regulation set by the government for the good intention and benefit of everyone involved in the said trading of good and products.

How many times have we came to know in the news about reports on cases about hazard products coming in and out of the country that usually involves illegal transactions that often results to problems.

To avoid being involved in such dilemma/drama and for everybody’s peace of mine too, one should take the right way of engaging into proper shipping of materials and goods especially if it is hazardous, one should always take time to research on shipping companies that they are dealing with to avoid conflict.

Some Examples of Hazardous Materials

  • Alcohol (beverages, etc) and other combustible liquids
  • Acids, flames, paints and other flammable (liquid, gas) materials
  • medical products ( surgical, blood products)
  • Oil and Gas
  • Explosives materials such as ammunition. fireworks, etc
  • Toxic wastes, etc.

The transportation of hazardous materials and products above would require proper implementation to have it successfully ship to its proper destinations. One can always resort to getting the services of reliable shipping company that all has the proper and legal ways on the shipping different of kinds of documents, parcels and hazardous materials to many points and destinations globally.

The eShipGLobal provides customers that needs hazmat shipping services with their easy to use web application that jive with the necessary details and in accordance with the dangerous goods regulation with the International Air Transport (IATA) and the Department of Transportation (DOT) for your confidence that products will go through legal ways and can reach your target customers and destination on proper way and on the right time. 

Reliable AC Service

Living in a humid and hot area like here in our part of the world, were we do only get to enjoy two seasons; the wet and dry- the latter seems to be longer and usual for us.

We really have to adapt and make ways to find comfort as we live on  daily basis. I remember three years ago when we hit the most craziest hot summer in record and added to the fact about the global warming thing, kids getting sick due to the hot weather. We finally did decide to buy an air conditioner at home.

Buying one seems to be a good decision as we finally did find comfort sleeping all through the night and no more icky and sticky feeling on a very hot afternoon.

But of course, taking good care of the air conditioning unit is one factor that we need to take into consideration, buying one is quite pricey so we must ensure that it i well take care of to provide us a longer service of the said product.

Finding a reliable HVAC service should be the first thing to do, like the ones that Blue Air Heating and Air Conditioning services offers to both residential and commercial units- an equipment maintenance, repair and replacement, energy saving analysis to help you out in estimating your current HVAC Cost and plans on your would-be savings, building and temperature controls and refrigeration.

Having a  commercial filter service comes next, knowing how filter plays an important role on well and proper functioning of an air conditioning unit.

They got professional service team that will really take care on all of your AC needs.