Call Center Agent visits NBI Cebu: Worst Experience!!!

picture source: http://computerangel8.blogspot.com/2011/08/cebu-nbi-2011-sucks.html

by: Silver Cepeda

Last December 09, 2011 I was asked by the HR personnel of my company to submit my NBI clearance or I will not get my salary. Having exhausted all the excuses that I can remember, I complied. So I was scheduled to go there last December 13, 2011!

Before I start to write anything here. Let me tell to you what I did before I went to the subject of my exploration today. I was on a ten hour shift. Managing agents, being trained for a new account and listened to calls for Q.A. purposes. These events happened on that period. In addition, it was at night because I'm a supervisor in a call center. Here is the tale.

The place and the people. Immediately upon entering the red gates of N.B.I. Cebu - the one near Capitol, the long line would be apparent. It would diminish ones hope to finish the requirement at the soonest possible time. But trusting on my priority number which was one hundred eighty three I managed to convince myself to proceed. It was itself a miracle! A quick note about the people that I saw there. There are beautiful girls, not so beautiful, fresh grads, job seekers fulfilling requirements, people going abroad, foreigners, old people, vendors of many stuff, etc! It was a conglomeration. Amazing!

The timeline:

0920H - I entered the gates of NBI

0951H - I was waiting for step 2. I was falling in line. But more like waiting for the Police intern to call my number. Based on the form that I filled up, my number was 574. A great change! Since I was not doing anything I can't help but notice the man from whom I got the form. I call him man on stripes on step 1! He was sitting idly giving the Clearance Form which would sometimes drop because he was lazy! Am sorry but he looked like the perfect guy manifesting the word.

0955H - Since it seemed that I was going to wait forever, I continued to explore. Next guy was the man on Step 2! Based on what I saw his job was to sit down and check if the clearance was properly filled up! Later on, I got the name of the man. He is NBI personnel Ronulfo M. Caes. He suddenly grabbed a stick of cigarette, lit it and puff. I thought, Government establishments were a non-smoking area. He was outside but he was handling a very "important" transactions. I do smoke but this guy did not show discipline. Bad! he was in a very relax state of existence while the people paying for his salary is suffering. We can't even find a place or a chair to sit down because they are all used!

1000H - I needed a break. The last person that was allowed to sit down under the tent had a priority number 415. I was still far so I went to the canteen. It seemed that the place had a lot of customers because their food display was limited! Price was normal!

1015H - At my left side were two Koreans who were having a hard time time filling up the clearance form. Their driver was obviously having a hard time explaining. The woman who must have been fed up stood and went outside. Few seconds later he had a man wearing an NBI ID. He assisted them.I was not able to get his name unfortunately.

1027H - The NBI man, wearing the office's ID went filled up the Koreans' form. Very helpful! He had some discussions with the woman. Cash was given, if I am right it was 600php. That was what I saw in his hand! I can't say if it was given to him or what. What was clear though was that their application for the NBI clearance was expedited and was asked to wait on step 4 window. The NBI personnel went inside the office. The whole canteen was filled with wild eyes caught up in disgust. There was definitely a silent but felt booing  done! As far as I can count, there were at least eight people including me who saw it! I mean I can also pay. But I followed the correct process! But I am not claiming that he was bribed or what.

1120H- Had to go on Lunch! Never had breakfast so my stomach was on protest...

1201H - I entered the gates again! The place looked lighter. Obviously some applicants went on lunch.

1205H - Step 3 window closes! Talk about service. But I don't have choice. I have to stay and stand in line!

1215H - I noticed that the NBI staff processing on Step 4 continues on. They kept printing and calling applicant's name. Now this time with a twist. They played a graduation hymn. There was a sudden giggle around. It offered a relief.

1221H - I noticed people gathering up near the CR. Then I came to realize that they were police interns doing their On the Job Training. Note, they were standing next to the CR.

1235H - I was still standing on queue for step 3 window. Amazing!

1239H - I went to the CR. I counted 12 police interns doing nothing but standing there. Well, their bosses are on lunch so what can they do?

1248H - Step 3 window opens up! Finally... People stood up but I remained. The line curved twice - perfect S.

1306H - Done with Step 3 window. Immediately went to step 4 window line.I counted the people in line. I was approximately not less than the 200th person. Great!

1312H - Noticed that there are 6 police interns standing near the gate. They are apparently doing NOTHING! I saw that they are from Mater Dei College.

1326H - I entered the 2nd layer for the line heading step 4 window. Five more layers to go! The line is like the chicken's intestine. Very complicated!

1343H - I needed a smoke break. No movement yet!

1415H - My eyes in pain, knees shaking, back aching and body - very tired. I have to quit! This is too much. I have to retreat and continue this tomorrow!

The problem! The lines are too long and the wait time kills people. That is the problem. I know I am not the only person who had this experience. A lot complained. This was even brought up in the news. But is seems that there is no solution to the problem. Why? People who go to NBI have jobs. They or we cannot just waste out time there and wait. This is non sense. In a call center set up for inbound, if the queue is very long and the wait time for each call is long it means that the service level of the site is down or LOW! If NBI Cebu is a call center then that day or that time their service level sucked. In short, inefficient!

The solution. There are four windows in NBI Cebu. The first window (Step 3),  is okay because apparently that guy works fast. But an additional window for this would be wonderful. Similar case goes to the three windows for step 4. They need to add because this is the step that has a lot of people waiting. There is an influx of Police interns in NBI as I have narrated. They are doing nothing! Why can't they add computers and have a regular employee supervise the interns. The people in this place must think and think faster. I can't just accept this as a tax payer. 

Call Center agents:Not the Average Juan dela Cruz

by: Silver Cepeda

Call center, the most sought after job in the Philippines. As of March 2011 it ranked as the second (http://businesstips.ph). So there are many thoughts that go with this job. There are many speculations about its nature. I can still remember the amazement of a friend’s father when I told the process of my job. He gave me a gaping mouth followed up with a big “wow”. He could not believe that someone from Cebu can fix an internet connection of a customer in Texas. Well, it is one positive comment! In another case, I attended a friend’s party in Manila. I was filled with disgust when someone exclaimed that mostly call center agents have AIDS.  The thought of using the word “mostly” disgusted me. I am not! I do not hate people who have this disease. But I also don’t have plans to have one. So what are call center agents? Are they the new hero for this country or just the average Juan dela Cruz?

Call center agent, a person who works in a BPO company that takes call. It might take a long while if I would explain what BPO is. Let me put in a very simple flow. Say you have a company in Manila. Let us say the nature of the business is online buying and selling. Now, people would call on a minute’s basis to buy and sell items. Now you want to save money by lowering your labor cost. As the owner of the company you know that people who are hired in Manila has higher pay compared to, if you hire someone from the provinces. You got the same quality but different pay. So you look for a person that has a center, say in Eastern Samar. And that center can provide you with good service in terms of providing you qualified agents to answer your customers’ calls. As has been discussed previously province rate is lower that to a city rate (considering the Philippine set up). There is a plus since you only have to pay them or the site owner in the province and does not need to worry about facility, etc! Hence, outsourcing is born. And the people who are taking calls are center agents. Normally, though the term “call center” is used to address people who are in the outsourcing business. If you understand it, then we are fine if not I would love a comments!

The world was at its knees during the recession period not so long ago. Countries like America suffered so much. Some of its renowned companies that belonged to the fortune 500 lost its luster or died along the way. However, in spite of this unfortunate development, Philippines did not suffer that much. Outsourcing became the trend that time. For a company owner in the United States, it was an assured way to maintain operation while saving some money or lowering down labor cost. While here in the Philippines it was an industry that boosted the economy. Dollars were still dollars and thus we became stable. Now, BPO is an industry worth $14B! This is second to the OFW’s generated dollar revenue. The industry’s (BPO) growth could have never been realized if not for those people who stayed up at night and talk to irate American customers. The industry grew and so did the country. Sacrifices were made and here we are! A few weeks ago a report was shown in CNN branding Philippines as the new call Center KING! That is something…

Thus, I can say that call center agents are not just the average Juan dela Cruz not that I am undermining somebody or what. I am just expressing an opinion. OFWs get a lot of privileges because they more dollars. I think a little bit of respect is fine also for people in the BPO industry. It starts with removing the prejudicial term of “AIDS” infected. Because come to think of it without them or us, this country could never be as such at least economically speaking.  

BPO Companies in the Philippines puts food on the Table

by: Silver Cepeda

The Philippines has been invaded! But before you react to anything, it is best to read the rest of this article. Wednesday, December 1 CNN showed and proclaimed that Philippines is the new call center KING. Are we? The article highlighted a call center wherein agents were taking calls. If my memory serves me right that was E-Business. It is one of the few call centers or should I say BPOs that invaded the country. So let me calm your mind. This is not a hostile invasion. This is the type that everyone loved.

There was a time wherein the employment situation of this country was about to hit the pavement. People decided that it was better to go abroad than be stuck here and rot. It was dark ages. There is a scene that I cannot forget at that time. I was with my family sending my dad to Saudi. He had to work there because in his own words, “there is no more money in the Philippines”. It was a painful departure. So painful that I was committed to make sure that I will not leave my own family for monetary purpose. It was a promise made at a young age. It got stuck and thus I never left the country.

Years after, a dad with a degree in Philosophy – this was where I stood after my graduation. It was tough as I can imagine. The future was blurring. Clearly no doors would open for someone whose degree does not have a concrete “belongingness”. However like a zap of miracle I found myself in a BPO company’s doorstep with a resume. I was there to apply and got hired at the same day. It was my first but definitely not my last. In there I found many people who were like me – lost. They did not know where to go. They only had one thing – English speaking skill. In this place we belonged. In this place we flourished and grow with our family.

BPO companies in the Philippines are such a growing trend. A growth that saves a country called the Philippines. They are like an energy source that rejuvenated the economy of this country stricken with crises. This year’s predicted revenue for the industry is at $14 Billion. And that is not in peso but in shining dollars. Economists would say that it is second to OFW’s generated revenue. Well, it is safe to say that they are the ones responsible for the food that my daughter eats and the high class milk that she drinks every night. Not only for mine, but also for the many sons and daughter whose parents would slip out in the darkness of the night to work. BPO, an acronym which my most precious girl in the world memorized when asked where his father works. I was able to make my promise stand – thanks to my American employer!

On Philippines being proclaimed as the new call center KING – it’s appropriate. It has been the lifeline of many people in this country. Thus, it has expanded. It has built an empire. It has been revered as such then. As I said, it is the only invasion that we have ever welcomed and loved!