Serve With A Smile!

Jobseekers: Customer Care Representatives needed

2010-03-15T22:28:00.001+08:00

Prima-Dent International is a multinational company that provides administrative solutions to insurance companies and sickness funds in the dental and health care markets. We work with our insurance company clients to develop innovative dental and health product solutions. We are currently expanding our operation to Thailand have the need for a Customer Care.

More information can be found here.

Call Center Slang 101

2010-03-13T20:29:00.000+08:00

One of the most colorful things about the call center universe is the slang-words used by agents. Pinoys are notorious for coming up with terms that only those within the 'circle' would know (just look at the extensive vocabulary of Pinoy gay-speak). Presented below are the most common terms (think of it as the basics) used within the call center universe:

Aftercall - this is a status where the agent just finished one call and is not receiving any calls but is still technically 'logged in'; common use is to make last-minute maintenance on the callers account but is also used to just take a 'breather'. As expected, the higher-ups frown on 'abusing' this option.

AUX - refers to a status on the phone that most centers use; can be sub divided into several categories depending on it's use. Most often used for breaks.

Barge - The act of entering/listening in on an ongoing (read:| live)call using management tools, usually for official monitoring purposes and quality assurance.

Batch - aka Wave; a group of agents hired and go through training at roughly the same date/time. Essentially the same as in school, batch/wavemates usually form strong bonds long after the group is segregated.

Buddy - Having a veteran agent assist a 'noob' but can also refer to peer agents assisting one another.

Brand - refers to the 'client' name (essentially the Brand name); often an agent would be required to mention the client name during a call to 'Brand' it.

Close - A term often used to an agent ending the call but can also mean sealing the deal on a sales call.

Downtime - AKA System Down. When technical issues arise that shuts down operations/prevents callers from reaching the agents. Can be individual or site-wide (regardless to say, agents look forward to this :p)

EOP - literally "English Only Policy". As most call centers service Americans or other English-speaking country (Australia, Canada, the UK) this policy is imposed theoretically to maintain the illusion to callers that they are calling within their own country. In practice, this is probably the policy agents most often break.

Floor - common term for the actual workplace; mostly comprised of the operational units/stations. Note that policies are strictest within it's confines.

Graveyard - type of shift wherein an agent's work hours would start or fall between 10pm-3am.

Inbound - one of the 2 major types of calls; this refers to agents receiving calls in the course of their work. Customer service and technical calls are the most common types.

Irate - refers to a caller who is venting disappointment/frustration/rage at the agent (regardless if it's the agents fault or not) which often includes colorful expletives (i.e. cursing); may also refer to the agent himself releasing his own frustration verbally (putting the status on mute... ideally)

Multi-task - a catchphrase often used to refer to an agent's ability (or lack thereof) to manage multiple programs/systems/tasks while taking calls. This can also relate to non-essential activities (i.e. chatting, eating, sleeping[!])

Nap - AKA Powernap; most centers have sleeping areas where agents can catch much-needed but rarely enough sleep particularly those in the graveyard shift.

Noob - literally 'newbie'; an agent with no previous call center experience. May also refer to a veteran but who is new with the company.

Outbound - refers to 1 of 2 major types of calls agents perform at work. May encompass the entirety of an agents work-description. This term is for calls made by agents to consumers/clients/customers. The most common agents that perform this task are telemarketing and collections specialists.

Petix - the time-honored act of just hanging around and not working (while still being on company time hence 'paid')

Queuing - status wherein the floor/site is experiencing a high-volume of calls; agents receive a call immediately after ending the last one ends. Understandably, agents detest circumstances that result to this.

Sup - refers to an agents' immediate superior; also often used as a prefix to other terms relating to tasks the agent cannot perform and must be deferred to the immediate superior the most often being 'Sup-calls' (i.e. caller asking for a supervisor)

Veteran - a title unofficially given (and sometimes derogatively) to agents who have been working for several years not receiving promotions though they may be more qualified than those who have already been.

This list is not extensive yet and will be addended from time to time. If you have any, feel free to post them in the comments section. Til, next time!

Revising this blog for the "Call Center Universe"

2010-03-11T21:02:00.001+08:00

I have been in the call center industry for the last 5 or so years. At this point I am what people in the know would call a "Veteran Agent"; that means I've seen it all and done it all as an Agent/Associate/Professional/Representative/insert-your-own term but STILL just that. Never been promoted for reasons still lost to me.

In any case, what has dawned on me very recently is I've never related any of my experiences through the magical world of online blogging which, for whatever reason, may provide insight to the call center "noob" or maybe provide a chuckle or two to my peers who know what it's like (and probably have been in the same situations/know of the same stories).

I had this old blog http://servewithasmile.blogspot.com that I wasn't really using for more than the occassional quiz or mentioning a reaaallly important event I wanted to record for posterity like this one (Hi, Tatay! We still love and Miss you!) I fidgetted about creating an entirely new blog but the blog address was just so perfect as it pertains to one of the hardest things to do as a call center worker (especially in Customer Service): Service with a smile whether the caller can see you or not.

So, ignore all the posts that have come before this one (or not, might be worth a snicker or two from you and hey, that's ok). From here on this blog is all going to be about my points of view and experiences in the Call Center 'universe' (hey, there've been smaller niches called 'universe', I figure at least I came up with it first for the BPO/Call center community).

To all "callboys/callgirls"(slang used to refer to people like us) Welcome to my blog and how can I help you today? ^_^

Komiks Trip this Feb. 13!!!

2010-02-11T14:51:00.002+08:00

Go to this site for more details! http://komikstrip.jonasdiego.com/

Bagong Sigla!

2009-10-09T17:17:00.001+08:00

The Bagong Sigla Concert will be happening TONIGHT at 7:00 PM!

Four of the biggest Philippine rock acts will be doing four separate venues all over the country.

BAMBOO will be at Manila at Liwasang Ullalim (besides Folk Arts Theater), IMAGO will be doing the show at Dagupan in the CSI Stadium, SPONGECOLA wll be bringing the house down at Davao at the Darmost Market Basket Parking Lot, and CUESHE will be at Iloilo at the Iloilo Freedom Grandstand.

The concert was originally intended to be a free concert but after the recent tragedies brought about by Typhoon Ondoy and Pepeng, it was decided to turn it into a fund raising event.

All you have to do to get in is bring canned goods, clothes, or anything you're willing to part with to be given as part of the relief operations. Heck, even Php1.00 will do. Every little thing will go a long way.

All proceeds of the concerts will go to the victims of Ondoy and Pepeng.

BAGONG SIGLA CONCERT
October 9, 2009 Friday 7:00 PM

BAMBOO
Manila
Liwasang Ullalim

IMAGO
Dagupan
CSI Stadium

SPONGECOLA
Davao
Darmost Market Basket Parking Lot

CUESHE
Iloilo
Iloilo Freedom Grandstand

Is that Chiz???

2009-09-07T17:41:00.000+08:00

http://www.youtube.com/watch?v=w6LIBFs3OtE

And here I thought the guy was square

32 years...

2009-09-04T20:20:00.003+08:00

...hard to believe I'm that old now. By this same age, my father had been married for 4 years and I'd been around for 3 of them. Yet, I'm still single... I've taken up the mantle of being the head of the family... I'm working but hardly happy with my line of work... and the job I really want is at a distance...

This next year and the years that follow, I have vowed to strive towards reaching my goals. No more wallowing in the coulda woulda shouldas. Whether it's one step at a time or sprinting like no tomorrow, I WILL not be denied.

Happy Birthday to me! ^_^

2009-02-02T15:17:00.001+08:00

Your result for The LONG Scientific Personality Test...

INTJ -The Mastermind

You scored 45% I to E, 11% N to S, 62% F to T, and 42% J to P!

You are more introverted than extroverted. You are more intuitive than observant, you are more thinking based than feeling based, and you prefer to have a plan rather than leaving things to chance. Your type is best described by the word "mastermind", which belongs to the larger group called rationals. Only 1% of the population shares your type. You are very strong willed and self-confident. You can hardly rest until you have things settled. You will only adopt ideas and rules if they make sense. You are a great brainstormer and often come up with creative solutions to difficult problems. You are open to new concepts, and often actively seek them out.

As a romantic partner, you can be both fascinating yet demanding. You are not apt to express your emotions, leaving your partner wondering where they are with you. You strongly dislike repeating yourself or listening to the disorganized process of sorting through emotional conflicts. You see your own commitments as self-evident and don't see why you need to repeat something already expressed. You have the most difficulty in admitting your vulnerabilities. You feel the most appreciated when your partner admires the quality of your innovations and when they listen respectfully to your ideas and advice. You need plenty of quiet to explore your interests to the depth that gives you satisfaction.

Your group summary: rationals (NT)

Your type summary: INTJ

Take The LONG Scientific Personality Test at HelloQuizzy

2009-02-02T14:47:00.001+08:00

Your result for The RPG Class Test...

Smart Paladin

63% Combativeness, 20% Sneakiness, 68% Intellect, 78% Spirituality

Valorous! Noble! Or possibly just a self-righteous jerk (but with the brains to keep you alive!)... You are a Smart Paladin!

Paladins are holy warriors. They are valorous defenders of the light. Unfortunately, most of them are so ardent in their defense they tend to meet sticky ends faster than you can say "rampaging red dragon." Many people look up to Paladins, while others just consider them stuck up, overbearing, or self-righteous.

Fortunately for you, unlike most Paladins, you're pretty smart. Which means that you're more likely to fall into the "admired" category, rather than the "obnoxious" or "dead" categories.

Much like the crusades, you manage to combine violence and religion, though unlike the crusades, you add a healthy does of intelligence. You may be a staunch defender of the faith, a valorous champion of the weak, or the stuff that jihads are made of. Which ever one you are, just be happy that you've got the smarts to back it up and make it work.

Take The RPG Class Test at HelloQuizzy

My kind of Girl

2009-02-02T14:06:00.001+08:00

Your result for The Your Type of Girl Test...

The Hot Friend

45% Sexy-Cute, 60% Dark-Light, 52% Artsy-Stylish

Sexy, neither Dark nor Light, and neither Artsy nor Stylish, she's just the Hot Friend. You know you've got one of these. Great face, great uh... assets. This is the type of girl who is fawned on by guys constantly, never realizes it, and finally marries some jackass who's just like you... but damn it, it's not you!

If you liked my test, Please rate it highly! Thanks!

Also, make sure to check out my Beautiful Faces Test if you haven't already.

See All The Categories

Sexy	Dark	Artsy	The Goth Girl
Sexy	Dark	Not Artsy or Stylish	The Brooding Poet
Sexy	Dark	Stylish	The Mistress
Sexy	Not Dark or Light	Artsy	The Hippie Chick
Sexy	Not Dark or Light	Not Artsy or Stylish	The Hot Friend
Sexy	Not Dark or Light	Stylish	The Sorority Girl
Sexy	Light	Artsy	The Actress
Sexy	Light	Not Artsy or Stylish	Your Friend's Sister
Sexy	Light	Stylish	The Prom Queen
Cute	Dark	Artsy	The Suicide Girl
Cute	Dark	Not Artsy or Stylish	The Bad Girl
Cute	Dark	Stylish	The Bettie Page Girl
Cute	Not Dark or Light	Artsy	The Art Student
Cute	Not Dark or Light	Not Artsy or Stylish	The Girl Next Door
Cute	Not Dark or Light	Stylish	The Debutante
Cute	Light	Artsy	The New Age chick
Cute	Light	Not Artsy or Stylish	The Favorite Friend
Cute	Light	Stylish	The Cheerleader

Take The Your Type of Girl Test at HelloQuizzy

2008-09-28T17:14:00.001+08:00

Your result for The WILL YOU GET INSIDE MY PANTS Test...

Category 5

That's right, my bikini pants are round my ankles and you've got me. All I can say is - "Shag me harder!" You are my fantasy guy and I've been desperate for you since the bus!

What a shame we live like 5000 miles away and you'll never get to see inside my pants - 'cos your welcome there any time! Never mind eh? Message me anyway ;)

Take The WILL YOU GET INSIDE MY PANTS Test at HelloQuizzy

2008-09-28T17:00:00.001+08:00

Your result for The D&D Alignment Test...

Lawful Good

Keep this in mind, before you read this and take it too seriously...

This test is based on a system of moral absolutes. There is no subjectivity in D&D, as it is based on a fantasy world of heroes and villains. That is why their alignment system is so simple and polar.
So naturally, if I were to apply this simple morality to modern day life, things would look very "black and white". That is why I watered down the concept of evil and good. It is very unlikely that anyone who takes this test is a mass murderer or a superhero, so Mean vs. Nice will have to take the place of good vs. evil.

Lawfulness and Good in a nutshell:

-Lawful characters are organized and rational. They believe that order is important, and they respect authority. They tend to be fairly rigid in their beliefs and behavior, but this is not always the case.

-Good characters believe in doing the right thing. They help others when possible, and they are usually friendly.

Your Alignment:

"Crusader"

Lawful Good, eh? I hope you're proud of yourself. It's easy to live by the rules, but not so easy to have a strong conscience. It takes a special kind of person to be able to do both and not go insane.

It's possible that you are a bit holier-than-thou, but not necessarily. At least you mean well. Way to go!

Take The D&D Alignment Test at HelloQuizzy

2008-09-28T16:44:00.001+08:00

Your result for Which Vampire the Masquerade Clan Are You?...

The Blue Bloods {Ventrue}

The Ventrue are the power of the throne. They are the dictators of the undead world. The Ventrue believe it is their duty to guide the other undead. They enjoy power and for all their piety they have little problem using their stature to their advantage. Ventrue tend not to get their hands dirty and hire other clans to do their dark deeds. Ventrue spend their nights concealing the vampire presence from the world whilst trying to slowly manipulate it to their own needs and desires.

For you to be a Ventrue means that you are a leader. By a twist of fate or sheer will, people listen to you and readily follow you. It is to you they run when their world falls apart. You are the one with the answers. You have the ability to be strong for others and to keep at the task at hand through adversity. Some Ventrue rule because they care about others and the status quo. Others, however rule because they enjoy the power and recognition they receive. Power is, after all, the greatest drug of all. It is a need for control that drives all Ventrue, whether their intentions be good or bad.

Take Which Vampire the Masquerade Clan Are You? at HelloQuizzy

2008-09-28T16:34:00.001+08:00

Your result for The Supervillain Archetype Test...

The Megalomaniac

The Megalomaniac is the most prestigious of super-villain classes. If anyone is ever going to rule the world, it will probably be you.

Your main goal in life is power and domination, you have the tools to do it, and you know it. Megalomaniacs are intelligent and forceful, and they tend not to let their emotions cloud their judgment. Most of the time. They are usually found, or not found, working at the top of a huge structured organization, though many prefer to work by themselves.

The Megalomaniac has but one flaw, but its an invariably fatal one; arrogance. He knows that he can take over the world, and he isn't afraid to let you know, often elaborately and in great detail. They often do not foresee the fly in their ointment, because they do not want to admit that such a fly could exist.

Sample Megalomaniacs: Dr. Doom, Lex Luthor, Ras al'Ghul, Kang the Conqueror, Emperor Palpatine, Brain

Take The Supervillain Archetype Test at HelloQuizzy

2008-09-28T16:30:00.001+08:00

Your result for The Nerd? Geek? or Dork? Test...

Modern, Cool Nerd

For The Record:

A Nerd is someone who is passionate about learning/being smart/academia.

A Geek is someone who is passionate about some particular area or subject, often an obscure or difficult one.

A Dork is someone who has difficulty with common social expectations/interactions.

You scored better than half in Nerd and Geek, earning you the title of: Modern, Cool Nerd.

Nerds didn't use to be cool, but in the 90's that all changed. It used to be that, if you were a computer expert, you had to wear plaid or a pocket protector or suspenders or something that announced to the world that you couldn't quite fit in. Not anymore. Now, the intelligent and geeky have eked out for themselves a modicum of respect at the very least, and "geek is chic." The Modern, Cool Nerd is intelligent, knowledgable and always the person to call in a crisis (needing computer advice/an arcane bit of trivia knowledge). They are the one you want as your lifeline in Who Wants to Be a Millionaire (or the one up there, winning the million bucks)!

Congratulations!

Also, you might want to check out some of my other tests if you're interested in any of the following:

Buffy the Vampire Slayer

Professional Wrestling

Love & Sexuality

America/Politics

Thanks Again! -- THE NERD? GEEK? OR DORK? TEST

Take The Nerd? Geek? or Dork? Test at HelloQuizzy

What'in my name?

2008-07-07T16:09:00.000+08:00

What Geoffrey Borgonia Means

You are deeply philosophical and thoughtful. You tend to analyze every aspect of your life.

You are intuitive, brilliant, and quite introverted. You value your time alone.

Often times, you are grumpy with other people. You don't appreciate them trying to interfere in your affairs.

You are friendly, charming, and warm. You get along with almost everyone.

You work hard not to rock the boat. Your easy going attitude brings people together.

At times, you can be a little flaky and irresponsible. But for the important things, you pull it together.

You are well rounded, with a complete perspective on life.

You are solid and dependable. You are loyal, and people can count on you.

At times, you can be a bit too serious. You tend to put too much pressure on yourself.

You are loving, compassionate, and ruled by your feelings.

You are able to be a foundation for other people... but you still know how to have fun.

Sometimes your emotions weigh you down, but you generally feel free from them.

You are wild, crazy, and a huge rebel. You're always up to something.

You have a ton of energy, and most people can't handle you. You're very intense.

You definitely are a handful, and you're likely to get in trouble. But your kind of trouble is a lot of fun.

You are a free spirit, and you resent anyone who tries to fence you in.

You are unpredictable, adventurous, and always a little surprising.

You may miss out by not settling down, but you're too busy having fun to care.

You are full of energy. You are spirited and boisterous.

You are bold and daring. You are willing to do some pretty outrageous things.

Your high energy sometimes gets you in trouble. You can have a pretty bad temper at times.

You are very intuitive and wise. You understand the world better than most people.

You also have a very active imagination. You often get carried away with your thoughts.

You are prone to a little paranoia and jealousy. You sometimes go overboard in interpreting signals.

You tend to be pretty tightly wound. It's easy to get you excited... which can be a good or bad thing.

You have a lot of enthusiasm, but it fades rather quickly. You don't stick with any one thing for very long.

You have the drive to accomplish a lot in a short amount of time. Your biggest problem is making sure you finish the projects you start.

You are usually the best at everything ... you strive for perfection.

You are confident, authoritative, and aggressive.

You have the classic "Type A" personality.

What's Your Name's Hidden Meaning?

Godofredo Borgonia 11/08/1946-06/18/2008

2008-07-01T17:02:00.004+08:00

In memory of my tatay Godofredo Borgonia...

He was not a great man, but he was a good man.
He was not a nice man, but he was a kind man.
He did not do grand deeds but he dreamed of them.
He did not reach his desires, but he never wavered against the weight of the world.

Farewell, tatay... watch over me, nanay and mary grace...

We never met eye to eye yet whatever I accomplish will never be possible without you...

Yep... that's me :p

2007-06-20T13:40:00.000+08:00

You Are Superman

Faster than a speeding bullet, more powerful than a locomotive, and able to leap tall buildings in a single bound.
And pretty cute too. No wonder you're the most popular superhero ever!

What Superhero Are You?

Gryffindor

2006-11-16T19:37:00.000+08:00

I was never a big Harry Potter fan... there are plot points and loopholes in the story as big as Hagrin's port-o-potty... but I can appreciate it for what it is: a children's fantasy that can be enjoyed by all-ages.

I recently stumbled into the Sorting hat on the web(y'know the wise cracking sentient hat new wizards will have to wear to deterine which 'clique' he/she will be assigned to). Out of curiosity, I submitted to the Sorting Hat Ceremony...

I thought for sure I'd be Slytherin or Ravenclaw but surprisingly...

I'm
a Gryffindor!

If you're a lover of the Harry Potter books, or even just a casual fan, you'll know I'll be spending the years in Hogwarts in the same company as Potter's alumnus... oh well, maybe I can find smart and hot chicks like Hermione in th halls ^_^

bazi sample from http://www.adestiny.com/bazi_report/sample check it out ^_^

2006-08-01T17:22:00.000+08:00

Sample Reading for Geoffrey Borgonia
********************************************
Personality and Character
Nothing is too technically complex for your intellect and perception. You work out to minute detail in understanding a project you are calculating. You insist on stability and expect to maintain equilibrium in your personal life. Always ready for new experiences, you are always open-minded. You are discreet and will never meddle in the affairs of others unless invited. You can be bossy and your method of expressing authority, consist of silent pressure and the application of well-defined rules

You are a steady person and constantly seeking self-improvement. A considerate and aspiring person but at times can be too straightforward in your opinions and comments that sometimes will hurt people's feeling. An honest person, people find that you are very dependable and they will try to deal with you especially in commercial transaction. As a realistic person you always make decisions based on practicality and your sharp insight into matters. You are also considered as a noble person and are highly regarded by people.

Romance and Compatibilities
You tend to slither in and out of a variety of love affairs throughout your life. Though with many past love affairs, you can remain friends with these ‘exes’. Anybody who is prepared to marry you must be a passive partner to you. Manipulations and machinations cannot work on you for anybody who wants to win your heart. You will be turned on by, Taurus, Scorpio and Capricorn born in Ox/Rooster years.

Where love is concerned you are always straightforward though not demonstrative. You express your love and feelings in a calm and caring manner. The opposite sex always find you very attractive and would like to marry you because you are dependable at the same time allow he/she to have a certain amount of freedom. You would not like to play games and your partner or lover is quite sure what he/she is getting into.

Profession
Industrious, you are gifted in technical skill and any job or project that requires details will suit you. With your exceptional intelligence you shine in scientific areas and careers requiring mathematical skills. As a boss you do not like people to question your authority but can be fair and just to your employees. You can work as a team and also handle delegated work efficiently and responsibly. Suitable career are computer programmer, researcher, auditors, economists and technical personnel.

You are capable, trustworthy and solid with your organizational skill make it logical for you to be self-employed. You project a solid image to people and they can depend on your judgments and opinions. Your honesty and integrity make you good in profession like consultant, computer programmer, stockbroker, lawyer, banker, lecturer and entrepreneur.

Hay...

2006-06-30T09:53:00.000+08:00

Your Love Style is Agape

You are a caring, kind, and selfless partner.
Unsurprisingly, your love style is the most rare.
You are willing to sacrfice your world for your sweetie.
Except it doesn't really feel like sacrifice to you.
For you, nothing feels better than giving to the one you love.

What's Your Love Style?

Japanese name?

2006-06-30T09:47:00.000+08:00

Your Japanese Name Is...

Ronin Nakamura

What's your Japanese Name?

2006-06-30T09:34:00.000+08:00

Your Power Color Is Indigo

At Your Highest:

You are on a fast track to success - and others believe in you.

At Your Lowest:

You require a lot of attention and praise.

In Love:

You see people as how you want them to be, not as how they are.

How You're Attractive:

You're dramatic flair makes others see you as mysterious and romantic.

Your Eternal Question:

"Does This Work Into My Future Plans?"

What's Your Power Color?

I... Ventrue

2006-06-30T09:24:00.000+08:00

What Vampire Clan Are You?

You are a Ventrue. You're about to make another killing on the stock market.
Take this quiz!

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Join

| Make A Quiz | More Quizzes | Grab Code

2006-05-26T00:23:00.000+08:00

You Are The Emperor

You are an authority figure, and other people look to you for what to do.You are strong and powerful. Crossing you is not a good idea.You have worked hard to get to your position, and you're not about to give it up to anyone.Though you have a warrior heart, you are gentle to those who treat you well.
Your fortune:
In the near future, you need to be willing and able to defend those you love.This may be the time for you to step up and be the authority figure to those around you.It is time for you to be independent, to become your own person.You may need to look at your relationship with your father, or your relationships as a father.

What Tarot Card Are You?