Call Center Experience

8 day work week

noreply@blogger.com (Unknown) — Tue, 29 Apr 2008 01:50:00 +0000

Where else can you get this kind of work environment but in the Philippines, The call center I work for gives me 8 days of work.

No rest day after the 5th or 6th day.

Some guys even get 9 days straight or 10 days straight without a rest day.

The Depart of Labor and Employment should look into this, this is unfair labor practice.

I would transfer if had the chance. The thing is in this call center you only get 4 to 15 calls a day only, that's why people stay instead of leave.

Have you ever been ignored by your co-workers?

noreply@blogger.com (Unknown) — Wed, 09 Apr 2008 00:34:00 +0000

If you haven't experienced this yet, well good for you. But if you've been ignored by your colleagues that's too bad. That means you did something wrong in their eyes: , or you have unknowingly crossed the line.

What people usually do in this situation is think and trace back in their minds if they did something wrong.

But what good will rethinking past events do if your co-workers hate you or is ignoring you? You really can't do anything about it. Simply go on with your life in the center and don't f*cking mind them.

If they f*cking ignore you, ignore them back but don't blurt out nasty comments, just keep quiet.

Don't fight back.

If you need to talk to a friend about the situation, do so in order to keep your sanity.

Don't be paranoid if people are ignoring you. Simply stop talking to them. They don't f*cking own the call center.

Remember that there are other people in the call center you could befriend. Simply forget about those f*ckers.

Your kingdom has no boundaries [Shee Nahd]

noreply@blogger.com (Unknown) — Sun, 23 Mar 2008 16:20:00 +0000

You have no f**king right to tell me what to do b**ch you are not even my boss... So what if the clients are coming as long as I am not doing anything wrong you don't have the fucking right to boss me around. You better take care of your people not me, don't you see they are resigning one by one because of your f**king attitude. You boss around your team, you push them around, you stretch them to their limits, and you ask too much of them that's why most of them already resigned. You started with 12 team members, and now you only have 6, half your team is already gone. Those who remain either doesn't have anywhere else to go or they don't want to go through the hassle of applying for another job.

You focus too much on yourself, not on your team, what's important for you is your team's
numbers. You don't care about your agents feelings, as long as you hit the stats everything is fine with you.

If you ask your people if they would rather stay with you or go with another team they will say they'd rather be somewhere else in a heart beat.

How do I know? Because I talk to them, and I talk to them the way a human being should talk to a fellow human being that's why they tell me.

Dress Code BS

noreply@blogger.com (Unknown) — Wed, 27 Feb 2008 00:27:00 +0000

It’s hard to implement a new guideline specially when there is already an existing guideline. In this call center the guideline before was to go to work in your casual wear, and this has been going on since the business started. You can literally go to work wearing jeans, T-shirt, and snickers.

But just recently the management rolled out a memo advising all employees to go to work in their “SMART CASUAL” wear. They defined “SMART CASUAL” by not wearing torn jeans, slippers, t-shirt, mini skirt, etc. But they did not exactly define what to wear.

The guards were even instructed not to let anyone on the call floor if they are not in “SMART CASUAL” attire. But the guards doesn’t even know what “SMART CASUAL” means. Let’s see what the dictionary has to say about smart casual:

A lot of agents were extremely dissatisfied with this new guideline, because they had to suddenly adhere to this new rule. But there where some people who still went to work in their regular outfit but the guard did not stop them from coming in.

Introducing the Call Center Professor

noreply@blogger.com (Unknown) — Thu, 21 Feb 2008 07:02:00 +0000

He says he was a professor, but now is working for a call center that's why he can't help to give lectures during his team meetings, by the way The Prof is a TL [team leader]. Most of the time he nails the topic right on the spot and keeps you listening until the end of the lecture/meeting. One time he would start talking about Kama Sutra and then would end up talking about his team's metrics and the scores, at first I was really annoyed with The Prof but as I listen to his philosophical add ons I slowly understand his being.

He does the lecture/meetings probably because he misses the classroom but doesn't want to leave the comfort and the salary of the call center. I can't blame him, he's earning 50K a month.

Do You Have a Mr. Deetee Burpking In Your Office

noreply@blogger.com (Unknown) — Mon, 18 Feb 2008 05:13:00 +0000

He is very knowledgeable about the account, he knows the ins and outs of the account but he doesn't take care of his agents, he may knows the information but he doesn't know how to relay it or worst yet he doesn't want to impart it. He wants you to fix things on your own even if the call gets escalated. Ask him a question and he will say "huh"? or will he burp at you as if he did not hear anything.

He also has favoritisms, if you don't ask a lot of questions while he is doing the task that is delegated to him by his OM he will reward you with something, usually something sweet.

But what is his primary function as an SME [subject Matter Expert]? Isn't he suppose to answer all your questions if you ask him, doesn't he need to help you when you don't know what to do. that's his function right? He is supppose to be the walking Knowledge Base of the agents on the floor correct? But the thing is he doesn't walk the floor he simply stays on his station and monitors the service requests of the agents, checking if there is a discrepancy somewhere in the interaction.

One of his duties is to train his agents about new updates, but what he does is he hands over a piece of paper with all the info and then says "yan ah basahin mo yan..." [read this ok...]. And if the agent gets in trouble because the agent doesn't know the new updates he will say "diba na train ka na...!!!" [I already trained you...!!!]

How would you feel if you where an agent under Mr. Deetee Burpking? Wouldn't you want to smash his f**king face with your fist or slam him with a chair?

That's Mr. Deetee Burpking for you, do you have a Deetee Burpking in your office?

On my next post I'll introduce The Professor

Black Valentine

noreply@blogger.com (Unknown) — Thu, 14 Feb 2008 10:41:00 +0000

We were advised to wear black instead of red. This kind of thing makes me think of the people in this call center, they kick out people without proper due process. Hey Boss is this some kind of a protest for all shitty the things that happened here? No Coffee, no water, no sugar, discrepancy in the salary, and a lot more other things that I don't want to remember. Before I forget I will talk about Mr. Deetee Burpking in my next entry. Happy Valentines to all of you guys...

You Can Never Be Too Careful

noreply@blogger.com (Unknown) — Tue, 12 Feb 2008 06:12:00 +0000

Even if you are really careful with what you are doing you might just get dinged!!! So Document all your calls or transactions. If you are taking in calls on a weekend be extra cautious, the clients might just be listening in or worst yet the clients might be the ones calling your site, checking if everything is fine offshore.

So if you want to curse, make sure the Avaya's on mute. If you want to use the computer to surf or do anything on the net make sure to use a proxy server, delete the cache and the cookies, and of course use a trainee log in. In other words be safe, cover your ass or better yet don't mess up by being law abiding all the time.

The OM Wannabe

noreply@blogger.com (Unknown) — Mon, 11 Feb 2008 04:20:00 +0000

Let's call this guy Mr. CeeVee Nitpicker. At first it was hard to DICIFER why this colleague checks the stats all time. He checks the stats not everyday but every time he has the opportunity. These are stats that are being sent to the whole account. I thought he was simply a complaining nitpicker whose happiness lies in knowing the inadequacies of his co workers until I had a chat with him in between calls. I asked him why he hasn't applied as an SME or a TL. he said the doesn't deserve the position and that there are more deserving people, but he said with a straight face "I'd rather become an OM" [Operations Manager]. I was surprised at what he said, he is either crazy or simply joking about what he said because even before he is considered for an OM interview he would need to have the experience to handle an account. If he really wanted to become an OM he should at least become a QA, SME, or TL first before he even considers becoming an Operations Manager. Only time will tell if he becomes an OM. I will update you about this person if he ever makes it.

Hey OM, is your inbound call center site over staffed?

noreply@blogger.com (Unknown) — Sat, 09 Feb 2008 01:03:00 +0000

What if you don’t have the stats in front of you how do you know if the center is over staffed?

Your agents might be doing one or two of this things:
- chit-chatting for long periods of time
- surfing the net
- reading books
- playing silly games on the floor
- sleeping

Be wary you might be in the verge of closing down, check your stats, check your incoming calls, check your counter parts in other countries they might be getting all the calls or something is cooking up that you don’t know about. A disaster might be waiting to happen. If you feel something terrible is about to happen take immediate action, do what ever it takes to pull up your scores, talk to your superiors and discuss the situation to them, talk to your TLs.

If having all this avail is killing your revenue take appropriate action, if you need to transfer some agents to another account do so, in order to save your account. Do the math, do what it takes to keep your program. Availing is good for your agents but it’s an indicator that something might be seriously wrong.

Bio Break Explanation [Just Incase]

noreply@blogger.com (Unknown) — Tue, 05 Feb 2008 21:27:00 +0000

Sometimes when you take your personal break it takes longer than expected.
I don't use my bio break to smoke in the smoking area.
Nor do I use it to run away from calls.
I took my bio break because I needed to use the toilet and release some s**t.
As most of us know, when you are awake during the night your body clock is messed up
thus it also messes up your bowel movement.
If it is an offense to go on over break because it took you too long to use the throne,
what do I say? What do I do?

Text or Call if You Can Not Go to Work

noreply@blogger.com (Unknown) — Fri, 01 Feb 2008 10:33:00 +0000

Always have your cell phone or your phone book handy specially if you won’t be able to go to work.

I have no cell phone, I lost it a few months ago and I have no plans of buying another one.

Fortunately my bro has a cell phone. I texted the office, I told them I won't be able to go to work...

Good thing I had the bosses cell phone number in one of my phone books.

I know that everybody knows that they you to either text or call the office if your not going to work, but what if you are in a remote location and there is no signal, how can you text or call?

This was the alibi of one agent who got terminated. The agent said he was unable to text or call because of the said reason. I know that there are still places in the country that can not be reached by technology but if I was the agent I would have texted or called my boss before I lose my signal. This smart ass agent should have atleast informed his TL before he went to that g*d forsaken place.

Christmas On the Job

noreply@blogger.com (Unknown) — Sun, 23 Dec 2007 22:18:00 +0000

It's the 24th of December already
I was lucky not to have a schedule on the 25th, and on the 26th.

I could spend more time with my kids.

Merry Christmas and a Happy New Year CC Guys and Gals!!!

Expect more postS from me next year once I have my pc at home.

3 BPO's in One Year

noreply@blogger.com (Unknown) — Wed, 17 Oct 2007 02:00:00 +0000

3 BPO's in One Year

It's been a while since I actually wrote something on this blog,

It's been a bumpy year for me. I've transferred to three different BPO's.

My first transfer happened last January, I stayed for approximately three months

with the company, and moved to the second company by May of this year and

after another three months I moved to another company.

Here is the sequence:

APAC

WINSOURCE

and now this Indian Company

[probably after I moved to another company, I will post the name of the company ;)]

I don't usually do this [transferring] as other would call -- Call Center Hopping

but I needed to find a piece of me that was lost.

Now I'm with a company that's run by I's.

Who know what will happen.

I'll tell you guys if I move again... ;)

FUBU Proposal from a Lady Co-worker

noreply@blogger.com (Unknown) — Thu, 01 Mar 2007 05:28:00 +0000

FUBU Proposal from a Lady Co-worker

I never thought I would be a subject of an indicent proposal, I was caught off guard. She said if it's fine with me we could do it in her place since she's always alone there, or we could do it somewhere else. I told her I'm open to the idea and that I'm some how flattered about what she said, but I did not really say no or yes.

She started giving me food like baked macaroni, chips, and chocolate that she buys at seven eleven... hehehe.

Personally I don't like the idea of having a FUBU in the office because I have this silly rule "No Intimate Relationship within the workplace, or within the imidiate vicinity of the office". I know about this because I've been in some serious sh*t before. So to have a F**k Buddy in the office is out of the question.

But honestly, I would have gone for her if she was my type. It just so happens that she is not my type so I'll use the above rule... hehehehe :)

I'll think of a way to tell her that I don't like the idea [the FUBU THING] before she gives me more food/stuff... heheheh :)

3rd week of training

noreply@blogger.com (Unknown) — Thu, 22 Feb 2007 16:26:00 +0000

This is my 3rd week of training with APAC.

Pinky is the trainer.

10th day of training

noreply@blogger.com (Unknown) — Fri, 16 Feb 2007 08:21:00 +0000

It's the 10 day of training, we just had our assestment
for intonation. The basic training is over.

The guys asked for P50 from everyone and bought
pansit, roasted chicken, bread and softdrinks.

I shouldn't have brought my baon today.

By the way we had video on the 3rd floor - pantry
of APAC Alabang...

Next week we will be having our product training.

9th day of training

noreply@blogger.com (Unknown) — Thu, 15 Feb 2007 02:52:00 +0000

9th day of training

We have nothing left to do today I think we have pretty much covered everthing
according to Ray Machan.

I could probably jot down some notes about the my
call center book on this blog, and use it as a storage for my drafts.

Still have to submit the 2 remaining recquirements to HR.

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2nd week of training in APAC

noreply@blogger.com (Unknown) — Mon, 12 Feb 2007 02:45:00 +0000

Things are going smooth, I just wish goes this way until
the we hit the floor.

We had the exam about US States and time zones last friday.

I have no Idea what we will have this week...

I still need to submit a few requirements to HR.

Training 4th day

noreply@blogger.com (Unknown) — Thu, 08 Feb 2007 02:53:00 +0000

Day 3 we had a test about grammar, I got 90%.

I don't know what will happen today the class has not started yet.

I've been thinking about the call center book I need to publish it.

It's been 3 years since I first thought of the this book, I started writing

3 years ago and I have to make sure that it goes out this year.

But the MLM book would be the first one to go out. It's almost 4 years

in the making.

I have to publish this year!!!

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2.5 OT pay for our training

noreply@blogger.com (Unknown) — Wed, 07 Feb 2007 02:53:00 +0000

2.5 OT pay for our training

Since we would be coming from Libis we were
given 2.5 Overtime Pay each day until we finish
our training in Alabang.

This is the second day of training.

Yesterday we were allowed to view videos from Multiply.

And yes, yesterday was my birthday!
I just turned 33.

Training day 2

noreply@blogger.com (Unknown) — Tue, 06 Feb 2007 07:30:00 +0000

Yesterday was the first day of training with
Ray Michan - the US 101 - Accent trainer of our batch
we are going to be with "Horizon" a medical insurance account
in APAC

Today is the second day of training,
nothing much we were just practicing the English Phoenetics
and some tongue twisters.

4 years ago when I had the training in ambergris
I was broke, today the situation is the same.
I have nothing for lunch but SkyFlakes and coffee.
But the difference was this is because of the my choice to
leave Ambergris. I was not prepared to leave but I left
it was a dumb thing to do, and now I have to live with it.
The sad thing is my family is suffering becuase of my stupid decision
to leave the company.

This a slap the my face wake up call.
I did not do my job in my previous company well that's why I have to
go through training for another company all over again. I used to be QA
and now am just an agent.

In my interviews before I got this job
I said---
"I want to plant myself and grow in this company if you'll accept me..."
We'll that's just what I have to do...
But now I want to grow as Supervisor or TL not as QA.

I also realized that I need to put up my publishing business and steadily
make it a succcess. There is no other way but to make it a success.
I have to do it for my kids.
My publishing business would have to succeed no matter what happens.

IT'S STILL MY BIRTHDAY IN THE STATES!!!
IT WAS MY MY BDAY YESTERDAY...
I WAS IN A F*CKING TRAINING...
WELL HAPPY BIRTHDAY TO ME ANYWAYS.

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APAC Requirements

noreply@blogger.com (Unknown) — Wed, 31 Jan 2007 06:13:00 +0000

sss number
tin number
bir form 2305
pag-ibig number
philhealth
transcript of records
certificate of employment
clearance from previous company
nbi clearance
birth certificate
marriage certificate
birth certificate of dependents
and
medical clearance

monthly pay is 16K ++

Call Center Experience

noreply@blogger.com (Unknown) — Wed, 31 Jan 2007 05:53:00 +0000

I've been working for a call center for almost 4 years now
and I have nothing to show but my long hair and my beer belly
I should have started a blog like this one years ago
so I could havedocumented my adventures and misadventures.

I will be documenting my call center experience from here on...