Halloween 2012: A night of FUN with eBusiness BPO Inc

by: Silver Cepeda

Nov 02, 2012  at 10:00 PM (Cebu Time) I entered the office. The atmosphere was different. Agents are vigilant to the people entering the doors of the company. They were checking out the costumes of their colleagues. The comfort rooms are filled with them preparing for the event. For a moment there, I thought I was in the dressing room of a Las Vegas show that was about to run. Well, it was I think in par! The traditional Halloween run for eBusiness BPO came to life at 10:30 PM as agents on their dress up mode entered the company's doors with funny, cool, hip and scary costumes.  The company's aisle became a catwalk for its agents to walk and present their creativity. Yes, it has been the tradition of the company to have this celebration imitating the culture of our American costumers. However, at exactly eleven as laughter boils up to its momentum, we have to stop for awhile. It was time to work and dial in to answer our costumers. 

Nov 03, 2012 at 8:00 AM (Cebu Time), Agents logged out of their phones and revved up for the main event - the costume contest. The company also opened its doors to the children, nephews, nieces, etc. of the agents. It was show time. Kids on costumes. Agents on costumes and even the management with its Team leaders and Managers. This is what you call cooperation. The children went around the Team Leader , Manager and Owner's station asking for treat. I think it was an experience that they can't forget as they fill up their loot bag with candies. I never had such an experience when I was child. So, I think the company's little guests must have enjoyed receiving a dosage of sweets that would last for a week. It was a fun filled event that made one say...

"ITS MORE FUN IN EBUSINESS BPO,INC."

Marlon Llagas

EARTHQUAKES in Philippines: A test of Call Centers’ DEDICATION

Feb 06, 2012 – the central part of Philippines (Visayas) was hit by a 6.8 magnitude (US National Geological Services) earthquake. People were in great panic. Based on my own observation, the whole fiasco started at about 11am in the morning. I was watching the news when suddenly I felt that the whole house was shaking. At the 30^th second of the event I felt the urge or the necessity of going out for safety. When everything settled down, GMA News TV announced the earthquake for national consumption. Highly notable was the tsunami alert raised by PHIVOLCS (the geo department of Philippines). It was an alert level 2 – a low one. A couple of minutes after, I heard screams of people announcing that the water was at E-MALL. The said mall was like a kilometer away from where I live. I got out again and noticed the crowd in a frantic mode. It was panic time. Children were being dragged or carried by their parents and at the same time some are crying. Some people were staring at the sky as though they are waiting for something to appear. Hours after this, the whole area calmed down for a reason that I can’t still figure out. Nevertheless, the ground felt like an expectant father – shaking from time to time. People were still vigilant and nervous even up until now.

Feb 06, was a day that consumed many lives. The populace that lived near the epicenter of the earthquake was badly hurt. It was life costly and traumatic for everyone. Though we are far life as we all know it here in Cebu did not function as normally as it should be.

During hiring orientation in the call centers that I worked with, absence in whatever form or reason is highly discouraged. Actually, it is an action met with hostility. Any center supporting all kinds of L.O.B. knows that absence is indeed something that hurts revenue. Less of this would mean more income for the center. Hence, such action is not tolerated or dealt with aggressively. February 06 was the day when this concept was put to a test.

The dilemma. Classes were suspended during the morning. A lot of people were still on a state of shock. Some brought their families on top of mountains to make sure that they are safe if indeed the feared tsunami comes. In spite of its lifting after two hours since it came to existence, the said alert remained to linger on. This was the situation. For an industry like the BPO or the Call Center such event should not cause any absences – theoretically. Nevertheless, as an industry played and controlled by human factor the theory (even how noble it is) cannot stand when agents themselves don’t show up out of fear – the center shuts down. I mean any boss would not be able to balance revenue versus the human concept of fear. Talking to an employee who did not report to work on the said day she answered the million dollar question as to why she did not report to work. She said, “my daily wage of six hundred pesos would not be able to compensate if something happens to my family”. This is indeed a position worth talking about but one that was answered by some centers.

We know by now that the earthquakes (plural) that happened on the 6^th of February caused some centers to have a high absence rate on that day, some on a skeletal form and yet some shut down. In Ayala for example a big call center housed in Cebu IT tower, employees were asked or did not go to the office. The center shut down. On the same building another center suffered the same situation or was forced to shut down due to the situation that was apparently posing as a standing block. A rumor has it also that some centers have the same fate located in Mango Ave and I.T. Park. This is based on my knowledge and I would love to be corrected if ever there is a need.

On the night of Feb 06 though, a remarkable call center was operating at 95% of its employees. In fact, they were the ONLY center operating in Cebu IT Tower. If ever there are other entities in that building they are not able to match the rate that this center had. Their attendance was almost as perfect as possible. It was another day in the office for the agents working for the center. They may not have the same perks offered by a call center in IT park that considered the day’s work as overtime and of course with a different rate. But these people for the company named EBUSINESS BPO INC was there. The employees were there for no other reason but because they wanted to work. With the permission of the owners of the center, I asked an agent as to why she reported to work. She said, “if I don’t go to work, who will answer the phone? Who will help our customers?” Having said so, I talked to their Business Development Officer as to the reaction of their clients. He simply said, “they were amazed with our agent’s dedication.”

Dedication, a word that is hard to get by these days. It is so because a Filipino employee has a lot of centers as an option. So if, he/she does not like the current that he/she works with. He or She can go somewhere else and be accepted by another. With such situation people can leave an organization or company if they would like to do so. In addition, on such day when the populace of Cebu were in great fear and turmoil it was understood if they would not be able report to work – humanely speaking. Thus making the action of being able to work and make the center operate is indeed a show of dedication to the company. There are other call center agents who reported to work on the said day but I would like to commend that EBUSINESS BPO was able to operate properly because of its dedicated employees. Kudos!

EBUSINESS BPO INC. has proven herself that she can support the needs of her clients. A kind of support at a rate beyond normal circumstances. February six, two thousand twelve marked that day as an example of this center’s DEDICATION. So if I am a client considering centers to handle my account, I would say that this center has an A+. I am just making a comment and not advertising.

Better English in Call Centers: The Gospel According to BO - a Solution!

picture source: http://virtualassistantsphilippines.com/

Let us start the year with something that is common yet so vital. Something that affects our life in the BPO world or the call center. I am talking about the mastery of the English Language. We know very well that someone who is well versed, has doors opened up for him or her. The language is the bridge for the customer and that person who is using the head set. The mantra that makes everything fall into the right pieces - the English Language. 

Being able to speak the language is like having common sense. It is a required skill for someone aspiring to join the illustrous world of call center agents. For an employer it is a necessity that must be imposed for all employee under the company. Fluent speakers are of hign demand especially those who can understand and speak the American accent. This factor is so vital that BPO companies would spend millions to train agents. Train them to reach a certain level wherein customer can tolerate the Filipino influence on acccent and language mannerism. However, this would still pose as a problem. At the end of the day amidst the month long language and culture training, the result is futile or it is not what was expected.

I once heard our Directress of Operations said, "Filipinos are flexible. You train them and they will learn or adapt to it." Yes we can and we have this character. We can easily change. But with the influence of the Filipino mass media changing and adapting to what is needed for your job is something that poses as a challenge. Imagine, as the trainer you are with them for an eight hour session. Then, they go home, sit down and watch the television with either Tagalog or Bisaya as the main course. At home they or we communicate with our loved ones in our own language. So the training, is deemed futile from the start or right after you just finished one. So change or being able to adapt is at minimal level. The environment itself crushes your training module.

So, solutions?

Have you heard of the gospel according to "Bo"? I am not referring to "Bo Sanchez" the famous preacher. I'm talking about BO, the Language and Communication Manager (I hope I got it right) of Convergys Cebu. I have been to many call centers, including the one that I am in right now.No one so far offered a concrete solution that is tangible and simple. He capsulized it with "the gospel according to BO".

I have to admit. If you see the man, for the first time you would feel his "aura" of authority. Well, he needs not to be introduced as the Manager. And if he is reading this write up, I would apologize because I don't know his real name. I know him as Bo. Later I realized that the reason why there is a sense of greatness around him because of his confidence. Confidence because he practices an inner discipline that enables him to be good in what he proclaims. And here is the gospel...

The gospel according to Bo, Chapter 1 Verse 1: "Be Selfish" Think of yourself! This might be so different with the Catholic Bible or gospel. From what I understand he meant for us not to think of others when you speak English. It is given that when you are on the production floor and would follow the EOP (English Only Policy) rule people around you, would glare. Thus, the person who wants to practice the language would either be concious or would wither away. The ridicule and criticism of the people around would discourage anyone. Thus, learning and practice is stifled. If you are a call center agent you would understand what I'm saying or what Bo wants to say. No matter how the center implements the EOP rule, people on the floor would still speak in their dialect. Bo continues with, "no matter how they try to let you speak in your dialect, respond in English. The best way to learn the language is the practice it! Next, thing is to avoid watching local movies or TV program. It makes your listening suffer. They key is not only to talk but to get used to listening to them (Americans)". So indeed, practice makes Perfect!

The thing that I love about the gospel's principle is that it is simple. Simply, DO NOT consider what other's might say. The most important thing is that the individual should practice regardless of the circumstance. We know very well that to be better in English is to always practice. I have followed Bo's Gospel and can proudly say that I am good at this language. Good enough, that doors opened up for me.

I was an agent of Convergys - Sprint Wave 236! 

A Call Center Agent's solution to Job Burn Out

picture source: http://jobcontax.wordpress.com/2011/05/18/do-you-have-job-burnout/

by: Silver Cepeda

Made a quick survey over Facebook. I asked some of my friends who worked in call centers located in Manila and Cebu. The question was very simple. Who do you work for? Their answers were quick. Someone answered that he worked for Convergys, others Aegis People Support and another branding their company in all capital letters STREAM! Answers like, "I work for the big ten call center" was a bit off the grid. There were others who deemed to be silent with no answers at all. It would not be important then since whatever they may have said, it was not the answer that I was looking for. For me, they were all wrong no matter how they present it. Well, to go with the flow I work for EBusiness BPO. Unfortunately, this is also wrong!

There is a deadly disease in our industry - the call center! Fortunately it is not related to smoking! Nevertheless, it is still deadly because it kills the person, the agent who is the frontline of production.That disease is called Job Burn Out!

I read an article written by Dawn Rosenberg McKay a career planning professional. Let me summarize her point.

First, Rosenberg defines it as "exhaustion of physical or emotional strength or motivation usually as a result of prolonged stress or frustration". It usually happens to people with people that works harder and longer hours to prove their worth. In addition it is also experienced by people who worked for something but then would not receive any gratitude for what they did.Concrete events are when there are no raise and no promotion. The third one that she mentioned as the cause of this is being in the wrong career. You can be in the right career but wrong job! 

In a call center set up the effects can be a lot let me discuss a few. It starts when you wake up. When your alarm clock rings! There are two reactions that instantly comes into your head. If its, "I don't want to face my boss or any colleague today so I'm gonna call in sick". That is the start! Next, you go to work and everything feels very heavy like as if the foundation of your twenty storey building is on your shoulder. Then it is starting to crawl up. You feel this way but you are not sick! In fact you just got back from your fake illness. Inbox piles up! The workload is mounting up. And then, you feel that you are not worth anything. The conclusion, is AWOL or resignation.  

The solution? Let me say this first. I am not a psychologist. In contrary I am a Philosophy graduate, poised to critically analyze any given situation. Nevertheless, I have to admit that I am not in authority. Hence, I write from my own experience. There  is a simple way to resolve this disease when it starts or before it does. Before,  I use to wonder why people who are married or with children stay longer in the company or those people who are the bread winners in the family. I happened to talk to one. She was a colleague of mine, a mother with no husband. She said, "I stay longer because of my child!" This conversation made me get the answer that I was looking for. I do not work for the company. Well, yeah I do! But the reason why I work long hours or at night is because of the people who love me. 

There is no glory when you think that you work for your company no matter how big the salary is. It is not the "primal cause". I used to answer irate calls from customers who are basically  pissed off about something. No matter how my supervisor would convince me to let it go - it does not! Someway or another it goes into my system. And just imagine answering to sixty in a day! But I will let you in to one of my secret. If such an event happen and I feel really down. I go to Jolibee with my daughter and buy spaghetti for her. Watching her devour the whole serving makes me smile and energizes me to answer a hundred and twenty irate callers. My point, think of those people who loves you. That is the secret! If you go to the office thinking that you are doing this because your grandmother asked for a Louis Vuitton handbag for Christmas it is worth it compared to, a reason of pleasing your handsome boss. Her smile is more precious than a pat in the back! Pleasing your boss is not a good goal if you want to stay in the company or in this case a call center. Believe me there will be someone who is or will be better than you. And his standard or the company's standard will definitely change through time specially in this industry. A better concept then is you want to be the best or a top seller becuase it pays high. When it pays high you and the person you love would live better. Always consider the primal cause because it will never change. It is something that you can get hold of. The company's metrics will change as the client's demand increases. So chasing it would cause you long hours, added pressure, and stress. Once you reach it then what's next? Job burn out, that's what's next!  Trust me I have done that with my previous jobs. Chase your ambition not because you want to be glorified but because you want to make the people who matters happy. I just want to say that it is all about the reason! Once you have the right one then it is not hard to work at all no matter what your manager wants from you.

Now, what if you are single? The answer to that is not to make your own family. I know that you have your own. And when I say family, I meant the Filipino concept of the word that includes grand parents, aunts and cousins. There is always someone who will show attention, gratitude and care in a constant manner. Once you found that someone. Share your achievements. Make it your goal to make yourself and that person happy. When that happens, your existence in the company has a reason and a higher pupose. Thus, you are motivated to work hard rather than be forced to do so!

So going back to Rosenberg's definition. With my method the agent take to himself/herself an inspiration from the people who loves him/her. Hence, experiencing gratitude with whatever he does. It does not matter now that your boss shouted at you before you logged out because your child's embrace can easily wipe it out. It does not matter if you fail to meet the metrics last month because your grand mother thinks your the best! Then be the best for next month. One cannot be exhausted of emotional strength if you have such a good support system. So change your focus from being company-centric to loved-one-centric for you to have a good output and longer service!

Hence, if I am asked as to who do I work for. I would say that I work for that person below. She is my daughter. Her name is Mishka Mikhaela Cepeda. She is the most beautiful girl in the world! And she is the reason why everyday I want to be a better supervisor.

Philippine Nursing Licensure Exam 2011 Results: Mother of Attrition in BPOs?

by: Silver Cepeda

I was on the jeepney this Sunday afternoon. In front of me, were two ladies in white obviously the type that is taking a medical course. Suddenly, one of them just broke out exclaiming that she can never make it. The other one calmed her down and reminded her that she was on a public transport. She stopped her dramatic moment. But it did not tone her voice down1. The sobbing lady proclaimed to the people inside (including me) that she the dumbest person on Earth. She continued on narrating the questions where she made mistakes. They were nurses - I realized eventually. While I was still ignorant to the day's event, our ride passed by South Western University. It came to me that today was the famed Philippine Nursing Licensure  Exams. 

I have been in the BPO industry for almost five years. I may not be the best person to write about this. However, I am also a person who witnessed events that happens after the result of the said exams come out. And it is attrition after attrition. Resignation letters would be the order of the day with reasons such as "Personal and Greener pasture" on its menu list. 

On my first BPO job, there was a time when twenty of my colleagues resigned on the night they got the result. Next day, I heard that the total number of people who resigned was seventy for the whole company. Following after that, calls queue up and service level went down. Twenty people, resigned on a single night! That is something. The reason? They passed the board exams for nurses. 

It is well known today and in this country that we are encountering an oversupply of Nurses. I think the trend of taking this course started last 2002 or earlier. Yes, I was in high school and was informed that my friends outside the seminary would be joining in. They wanted to work abroad. But due to the OVER supply, they ended up jobless and the BPO Industry welcomed them.

I am not cynical to nurses. I don't hate them. I have to be honest that my aunt is a Chief Nurse, my sister and another aunt is a nurse. Thus, I don't have any problem with them. There is just one trend that keeps on happening. And that trend is a vicious cycle that affects a center's operation. Scheduled leaves or PTOs would have to be cancelled because seats are empty.Simply because, the person who used to occupy it apparently resigned or went AWOL having passed the board exams. This practice triggered some centers to ban nursing graduates. They simply would not accept them. But then again, my trainer in Convergys once said that a nurse happens to be the kind of employee who demonstrates patience on the phone. With this aspect or attitude, they get good customer satisfaction. So there is a dilemma now. There are things that needed to be considered.

There are different reasons why a center suffers in attrition. I am not saying that it is solely because of the board exams' result. Nevertheless, it is a factor. Again, based on my experience. The painful fact is, attrition does not just start after the exams. Sometimes it happens before it. The reason? They need to submit certain requirements and thus they cannot report to work. Whatever the reason is, an absence is still an absence affecting the service level of a center.

The results may not be the mother of all attrition. However, there will be. I think so. The solution to avoid this cycle is not to accept or to ban nurses from the BPO industry. It would be an unprofessional decision. They are still people with a diploma and is a college graduate. So they matter. But what I am saying is, that the nurses who would like to work in call centers should or must have a certain level of commitment. A high one - I hope. I have seen licensed nurses flourished or grew in the industry. In fact a fellow TL of mine is a licensed nurse. And she has been in the company longer than I did. She was and is dedicated with her job. She did not make it her "stepping stone" like some people that I know of. 

There is challenge now for Human Resource personnel. They should not be dismissing nursing graduates.They are still future resources of the company. However, they must set up some plans in order for these nursing graduates to work as long as needed. They must do this to assure a center's quality performance.

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. 

Dawn Mass: A confession of a Call Center Agent!

by: Silver Cepeda

The Christmas season started here in the Philippines since September. People would start counting as to how many days are left before that mythical date, December 25! But tomorrow the whole Catholic church would formally start it with the Simbang Gabi (Dawn Masses). 

When I was in the seminary dawn masses marked the beginning of my agony since I have to wake up earlier than the usual 5am.  Adding insult to injury the whole ordeal takes nine days. So I have to wake up early like four in the morning. I dreaded it! No one actually had a choice, it was either the chapel or the prefect of discipline's office. So it was the chapel. The prefect's office was not a good place to be. But then, the laziness that I felt that time would somehow disappear seeing people from the outside world. We would normally invite them for our dawn masses. Considering that they have to walk and wake up earlier than me, I would just suck it up and attentively attend mass. Our former rector would then tell us the reason why we have the dawn masses. I would say  for my four years of high school in the seminary I have memorized the explanation behind. According to him, "We celebrate the dawn masses as a symbol of waiting in the darkness. For the world was in darkness before Christ came into the world". Thus, when he came we were saved. We basked in the light of God's salvation. This is further symbolized by the sun rising up at the end of the mass. Perfect timing!

Now those days are over. I am in a call center or have been in a call center for the past five years. I have never attended a single dawn mass. There was one time when my former company held that. There were people who attended it. But I stayed a little bit far from them and just went up. I had choice this time. Thinking of it right now, I might admit that it was not a good decision. So for those Catholic call center agents. I am not endorsing the said practice. I am not that religious also. It's all up to you! Nevertheless, an idea crossed my mind right now. 

We work and sacrifice for those people that we love. I mean working at night is something, right? Something very hard to do! That is why we are paid higher compared to others. WE do this all for the sake of the people we love. There is a similar person who sacrificed for us two thousand and eleven years ago. He is Christ! He became man and lived among us. He saved us by dying on the cross. He died but lived again! So on this Christmas Season, I think it would also be appropriate to sacrifice for him by dragging our feet towards the church's doors. I know that I will!

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.