Confessions of a Call Center Agent

by: Silver

In an industry where hopping from one company to another is a subculture that's natural, working in one company is something that is admired, adored, amused and all the good words that goes along with it. I used to ask my mentors for reasons as to why they stay longer. Whatever the reasons were, it did not make an impact that time. It did not make sense. I mean, who wants to stay longer in a company for a long time. I just could not imagine it. Perhaps it was the millennial character in me that was kicking in. It diluted my appreciation of tenure and being anchored into a single place. Loyalty was not a word rubbing into me.

Here's my career summary. I started working right after graduation and that was 2007. So it has been 7 seven years since then. Seven years and I have been with seven companies. My shortest stay was three months and the longest is with the current company that I work for. I have been Claims Handler, Customer Service Rep, Hybrid Tech Support, Travel Specialist, Trainer, Team Lead, Universal Agent and a teacher.

So what made me stay?

The environment! Working in big call centers meant that you are a dot. Being able to mingle with the owners or the top executives of the companies is impossible. The distance between you and them is bigger than the pacific ocean. In eBusiness, you normally see the CEO going around and talking to employees. It's an everyday sight to see him asking the agents about their challenges. Sometimes if you did good you will find a note on your station from him with praises like: "Nice work king of sales!" eBusiness and the leadership team can mix the pressure and leisure of working.

The company! I know that I mentioned beforehand that the company looked small. With 70 FTE mostly doing telemarketing, it was small back then. That experience was humbling considering that I have not worked as a telemarketer. I was a good seller but for people who called in to inquire not me calling them and asking if they would want to buy something that they don't need. So I asked for them to let me start as an agent. I needed to get my bearings straight. Interacting with the agents that I will lead was worth it. Knowing their pain was something that numbers can't describe. But what really helped me was knowing that I did not belong to a team. I was part of a family who cared for each other. Everybody knows everybody. It was in here that I felt human. I was not a seat filler with an 034276 employee number. I felt my individuality amidst the conglomeration of everyone. The pain of adjustment that I normally feel when I start with something new was never felt. Having no relatives here in Cebu that time the company became my family.

Being young! Working for a young company meant that I have an environment with newbies from provinces around the Cebu or Mindanao. Other centers might consider this as dreadful. But I actually felt good and as part of the leadership it was better to work with them. Their concepts and ideas of the industry has not been tainted with the practices of veterans. Training and leading them is a challenge but they will always follow. It makes working easy because you know that they trust your every move or decision. Being with young minds also means being in the presence of people whose concept of the world is different. Their idealism and dreams makes leaders like me remember my college days. It challenges me to seek for better ways. Like them I am millennial but it is really helpful to lead characters like this. They learn from you and I learn from them.



My feet brought me one morning to a company located on the 15th floor of a building near Ayala. Their ad was on a corner of the Sunday paper that I borrowed from my friend. I was desperately looking for a job that time. I have to admit. When I saw the production area I was not thinking of staying for six months. I thought of making it as a stepping stone. The company was obviously small. My experience was shouting out so loud that I don't belong. But I wanted a job. Three years later, I'm the Operations Manager of eBusiness BPO. Looking back at my chaotic past I could not wish to change it. My failures were a potter's hands that made me the person that I am today.

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CALL CENTER NEWS: Ebusiness BPO Inc. becomes PCI COMPLIANT!

by: Silver Cepeda

Name a Call Center that has 400 to 600 seats and is PCI Compliant! Let me make  it a lit bit harder for you, it must be here in Cebu, Philppines. I think the second filter really made it really hard for anyone to give out an answer. Well, if you ask me about PCI Compliant companies in Cebu I would probably name the big players i.e Convergys, Stream, Teletech and Aegis. They are big but is more than 600 seats. Among the titans that were mentioned I think it's only Qualfon who has the least seats. This was the concept before today!

Scott Johnson, President and CEO of EBusiness BPO Inc entered the BPO Insdustry four years ago. He started with 7 agents. Now, he has almost 400 hundred agents. He dreamed of making a contact center that would be the WalMart for clients. A center that offers quality with an affordable per hour rate - just like WalMart. Knowing the man, I just knew that it would happen. His efforts paid off today - July 25th 2013!Ebusiness BPO Inc got its PCI Certification. It now ranks with the Big Boys in the industry managing to hold on to the identity of being the WalMart of the contact center. Dream come to true for Scott? I don't think so. It is his first step!


Let me give a short decription and history from wikepedia about PCI.

The Payment Card Industry Data Security Standard (PCI DSS) is a proprietary information security standard for organizations that handle cardholder information for the major debit, credit, prepaid, e-purse, ATM, and POS cards.

Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around cardholder data to reduce credit card fraud via its exposure. Validation of compliance is done annually — by an external Qualified Security Assessor (QSA) that creates a Report on Compliance (ROC)[1] for organizations handling large volumes of transactions, or by Self-Assessment Questionnaire (SAQ) for companies handling smaller volume.

PCI DSS originally began as five different programs: Visa Card Information Security Program, MasterCard Site Data Protection, American Express Data Security Operating Policy, Discover Information and Compliance, and the JCB Data Security Program. Each company’s intentions were roughly similar: to create an additional level of protection for card issuers by ensuring that merchants meet minimum levels of security when they store, process and transmit cardholder data. The Payment Card Industry Security Standards Council (PCI SSC) was formed, and on 15 December 2004, these companies aligned their individual policies and released the Payment Card Industry Data Security Standard (PCI DSS).

In September 2006, the PCI standard was updated to version 1.1 to provide clarification and minor revisions to version 1.0.
Version 1.2 was released on October 1, 2008.[6] Version 1.1 "sunsetted" on December 31, 2008.[7] v1.2 did not change requirements, only enhanced clarity, improved flexibility, and addressed evolving risks/threats. In August 2009 the PCI SSC announced[8] the move from version 1.2 to version 1.2.1 for the purpose of making minor corrections designed to create more clarity and consistency among the standards and supporting documents.

source: http://en.wikipedia.org/wiki/Pci_Compliance

Ebusiness BPO Inc just changed the game in Cebu! The center will become the convergence of solution, quality and high end technology in an affordable package. With the PCI Compliance Certification in its belt Ebusiness can cater to big time players who needs to maintain its distinct high standard quality. It can also help small to medium size enterprises that needs call center solution. It will remain to its vision in being the WalMart of the contact center industry.

So the next time you're in need of a contact center think Ebusiness. High standards with affordable Global Business Solution!

Congratulations Ebusiness...

Since 2007...

by: Silver

When I graduated from College being a call center agent was never the path that I imagined. I was still in the seminary when me and a classmate was able to get our hands on a classified ad from a Sunday newspaper. We saw the jobs that were available for us. Unfortunately for us no one was looking for a Philosophy graduate. I got scared considering that our graduation was a couple of months away from that time. It seemed that the only option after the College Seminary was Theology and later become a priest. It seemed but somehow I was able to manage to go out of this path.

I was able to land a job. My first was with a British owned company dealing with insurance liabilities of ship owners to its Filipino seafarers. The job was exciting. However, considering the salary and the average age of the veteran employees I got discouraged. I could not imagine myself stuck at the four walls of Pandiman and listen to seamen from all over the Philippines deal with their illnesses, injuries and sometimes death. It seemed all too boring for me with a low pay. I was ready to steam out of that company on my sixth month. I did and I am glad.


I dreamed big. I entered the call center industry. I was a customer service representative for Amazon.com. It was December. So the whole production floor was hyped up with an enormous volume of call that. Our fourteen days of training was cut to seven. We we're suppose to discuss how to resolve fradulent account on the eight day. And guess what, my first call was a customer who's account was tagged as fraud. So imagine me freaking out because I can't open the customer's account. Basically, I didn't know what to do or worst how to resolve her concern. But there's always that Sup call. I learned to love. Transfer the call and then everything is fine (for me at least).

2007 to 2013, the journey was long but looking at it I would gasp for air. In this span of time I lost two women. One, my mother the other my grandmother's sister who has always been very generous to me. I've been to six jobs. I met a lot of people and learned lessons in a very hard manner and sometimes painful.


I am now an Operations Manager of a call center. Finally, I was able to stay in a job. It was a step up that I dreamed of. I love leading a group of people, it's  challenging. A challenge that I did not back out. I'm here now. I will always be thankful to the owners of this company who trusted me and took care of me. This center has become my home (don't ask me why). On this six year period I lost two women and found one. Though she's far I can feel her presence with me. All the more reason for me to be thankful.


So what's the deal? Why am I writing? It has been six years of suffering and few mishaps. This year it's different. I definitely know that there will be problems but it's good to know that you have a fan out there who will always say "you can do it" and "I'm proud of you!"

What a year!

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

Call Center Agent: Faced with Father and Daughter DILEMMA

source: http://www.sunstar.com.ph/breaking-news/2012/08/31/79-quake-hits-eastern-samar-240302

The evening of Friday, August 31st 2012 - the whole Philippines was caught off guard with a shocking news.The Eastern side of the country was literally being  rocked with a magnitude 7.7 earthquake. I was still asleep then I woke up because the house that I lived in here in Cebu was dancing. I thought somebody grabbed hold of it and decided to toss it back and forth.

Yes, I am a call center agent here in Cebu. I am here to work. Just like my colleagues I'm  from a different island of the country. Cebu has always been a place of calm. Hard hitting typhoons never had that chance to hit this city hard - as far as I can remember. People consider themselves lucky unlike the ones living in Manila wherein it's almost automatic that it would flood every time it rains. Maybe this is the reason why Cebuanos are not used to calamities. I can still remember a couple of months ago when people here were in panic because of an earth quake. This relax mode in the city, made me calm and confident that nothing bad would happen here. No typhoons, floods, quake, etc would damage or harm Cebu.

Past eight in the evening, August 31st. It was an event that changed me. I woke up because of the loud noise that I heard outside my room. My housemates were in a panic mode. I realized that the whole house was being rocked. It was obvious that we were experiencing an earth quake. I went out of the door. And when everything seemed to settle, I went back. Instinctively, I checked the Internet for a news. Then I saw an update from my friend in Facebook. She placed in her status that Eastern Samar was hit with a 7.7 earth quake. Some of her friends were already making some comments. And it hit me that me that my daughter is in Borongan Eastern Samar. I started to ask for some updates. I tried to call. I was not getting through. I used both of my phone services but I was not getting anything. Somebody posted that they were not able to do so on their end. The cellphone signal was down in our place. Facebook was still on, so I kept asking for updates. Then, even Facebook went out because the power in our town shut off. I swear I wanted to pound the heads of the owners of Globe, Smart and the manager of ESAMELCO (our power provider). I did not know what to do. At the same time, I remembered that I have agents already on duty. Our office was located on the 15th floor of a building near Ayala Cebu. A team lead updated me that they were sent down. Now, I was confused on who to attend to first, my agents or my daughter. I waited for an update in Facebook. Knowing that our town in Samar is facing the Pacific Ocean, I was restless! The thought of a tsunami after a strong quake bothered me so much. The house where my daughter lives is near the coastline. Switch thought. Everything seemed to be fine in the office. However, no update does not mean that everything is fine. So I went to the shower, put on a shirt and went to the office. 

In the call center. The whole production floor did not look normal. I know it was hard for the agents. Being located in the 15th floor while the ground moves is never a good experience - I think! Well, everyone seemed calm except me. I never heard an update. When I left the house I read that there was a tsunami warning raised for Eastern Samar. So I was in a dilemma on whether to be a Manager and take care of my agents or to be a father and worry about my child. 

The President of the company approached me. He saw that I was not in a tranquil state. And just like a father he patted my back and said "a tsunami, normally comes after an hour or so". I realized that he was right. I was able to focus. Now, I am manager. Now I can be productive. I received a text later that my daughter was fine. Friday was one hell of a production day!

EBusiness BPO: Agents goes TEAM BUILDING

March 3, 2012 at 8:45am. Some of my agents were roaming around the production floor. It was as if they are waiting for a child to be born. Excitement and the boredom of waiting causes tension. I can feel it. People who were still taking calls were pressured. The rest of the team are waiting for them. An agent was announcing every minute that passed by. I was jumpy already. Our GL, was going through the calls as fast as he can but as detailed as possible. He wished, he was not doing the Q.A. for the calls that day. It was a dreadful fifteen minutes. We cannot do anything. We have to wait until nine in the morning.

I handle up to forty people. Our Team is called the Individual accounts. These are accounts with three to five agents assembled to a macro team of forty agents. I am the Supervisor, tasked to maintain, organize, discipline and make this multi-LOB productive. Nine in the morning was our departure time. Eight fifty nine, sixty seconds before we logged out. Everyone was on their toes - I was!

Team Buildings, have been a traditional yearly or biyearly events for call center agents and their respective teams. A time to bond. A time to travel as a group and get to know each other apart from the daily routine of taking calls/work. An event wherein agents and the supervisor walk on the same level. An event to open doors leading to better communication and understanding.

Twelve noon - March 3, 2012. Our team arrived at Hidden valley in Pinamungahan Cebu. We reached the place after an hour an a half on the road. Preparation for the departure took a bit longer. The reason? Ninety percent of my agents are female. Figure it out!

The place is called Hidden Valley. Well, you really have to have that intention to go there because it is hidden. Let's just say the road going there is not that admirable. It is a country side. However, once you reach the resort every inconvenience would melt away. The staff is very friendly (especially the front desk staff Ate Nin). The place being on top of the mountain gives you an unlimited view of green scenery. The air is so fresh. It is so amazing. I did not have to wait for instruction nor a guide. I immediately went to the pool and tried the water. Guess what? It's spring water - fresh and very cold. Ahhh... Heaven! At night you can only hear the sound of nature. The nasty sound of the city cannot reach this place. You would really feel privacy within the bosom of Mother Nature herself.

So enough with the place and start with the results. The activity   indeed gave the team a time to talk. An open forum was held at night wherein everybody was asked to expressed their opinion about the team. I gave the people that I was handling an opportunity to tell me who I am to them. I learned about my strong points and weak points. Also, the event gave me the time to talk to them about company expectations and demands that are necessary for the team to move forward and be more productive. Things like over breaks were given a degree of attention that agents realized they need to commit themselves in preventing it. We ended up the three hour forum with promises to fulfill our own tasks so that the team would move and grow.

The event only lasted for twenty four hours. But the bond that the team has became better. We can now in a way understand each other. As their supervisor, I learned things that I will carry throughout my career. I am proud that I have my team. Thank you E-Business for sponsoring such an event.

if you want to see the place: Note these are not my shots

http://cebuphotolog.blogspot.com/2010/04/hidden-valley-mountain-resort-at-lamac.html

http://www.flickr.com/photos/42700163@N03/3935781900/

prices:

http://lamacmpc.org/index.php?option=com_content&task=view&id=29&Itemid=46

Disclosure: the author has not been paid to endorse nor to promote the resort and the cooperative that handles it

Call Center Agent visits GSIS Cebu: "A WASTE of Saliva"

I still believe that the pen is powerful than rage and just pure anger.

My mother's death came as a blow to our family. Although she has been struck with cancer for seven years. We thought we can overcome it because she was a fighter. But then she died.

Last February 20, 2012 my brother called me. I was informed that they have claimed my mother's death benefits. On the 24th of the same month GSIS Catbalogan will send a check with my name on it. Promptly last Feb 24th, I called GSIS Catbalogan. They have informed me that they sent the check to GSIS Cebu, since I am here. They sent it through postal mail (snail mail).

Considering that GSIS Catbalogan sent it through snail mail I went to GSIS Cebu last March 5. It was to give them time. I entered the office and was given a priority number. You can see it on the top. I was #106, goodluck! At 1:51PM GSIS Cebu looks empty. Supposedly there were three counters that were active based on the priority number provided to me. But it was counter 6 that was calling people. When I sat down, I heard the lady on counter 6 calling out number eighty four. So I sat down and observe, hoping that someone might man counter five and four. Thirty minutes passed and no one came. It seemed that I was indeed wasting my time. I have a night job, so it was my bedtime or else I would not be able to work well. 

Running out of patience. I approached cashier booth number 2. She was helpful, at first! She informed me that indeed the money has been sent. She gave the check number and register number provided by the postal services (i guess it was a tracking number). You know why I said, I guess it's the tracking number? Because when I asked that lady as to what is the use of it, she said she does not know. So I further asked, is the register number the same with the tracking number. She still said she does not know. So I asked again, why are you giving it to me. She said, she has to. (BANG) What a very honest and senseless answer.

"Miss, where is the check?" 

"Dong (a term used in Cebu to indicate that the person saying this is older than you), it is in the post office!" 

"Miss, can i get it from there?"

"No, you cant! Because it is under my name."

"Can you track it?

"No, dong!"

"When can I have it?" 

"I don't know. Because it is the post office who has your check. You have to wait. It is not under our control anymore!" (BANG, very helpful)

Treating this as a mishap on the side of that GSIS Cebu cashier. I asked her if I can talk to someone higher than her. She willingly sent me to the manager. 

manager: "Good morning, what is the problem?"

me: extending my hand. "Hi, I am (name confidential), I came here because it seems that my concern can't be resolved by your people." my hand was never met and we did not shake hand. Very formal!

manager: looking at the cashier, "What is his problem?"

me: "I can tell you but can I please take a seat? And how would you want me to call you?"

manager: "Ok, sit! You can call me whatever you want!" (BANG, very professional!!!)

me: (thinking, can i call you bitch?) "ah.. okay!"

I explained what happened to this manager. She then asked the cashier to call the post office. She came back with an answer that the post office said that they are following it up. What came next was a debate between me and that manager.

manager: "Sir, it is beyond our power anymore. We are not Philpost!"

me: "Who chose PhilPost?"

manager: "Us, sir!"

me: "Then you should take responsibility for it! If I was given the choice I know I would not choose that service because it's crap and inefficient.I thought your mission is to continually improve your service? So who is responsible?"

manager: "I know sir, if you have seen GSIS last 2002 you can see that we have improved!" (take note, that she did not answer all my question)

me: "Who is responsible for my check?"

manager: "Sir we helped you already. We even called the Post Office..."

This is not the shocking part. When I paused to think. This is what this manager just suddenly said.

manager: "Sir, your English is very good. Are you having a vacation here in the Philippines?" (BANG, clear cut topic diversion!!!)

"me: "No, I AM A FILIPINO but I work in a call center..."

manager: "ohhh. your English is good!"

With that note I did not proceed through. It was clear that I was wasting my time already. I was clear that I would not be able to get help. It was clear I wasted my saliva with a plea for a logical explanation.

Last March 9, I went back to GSIS. And they provided me with the same reason. I still talked to that lady on Cashier booth #2. And I ended raising my voice. To the people there who were sitting behind me, sorry. To people of GSIS, I would be glad to repeat it. And for the record, YOU people are the worst. You do not know Customer Service. They said that they have been following up my check. But then, right there this lady cashier noticed that the phone number that she was suppose to call was no longer in service. So, talk about following when she just realized it there. I asked their guard to escort me outside before I end up saying things to the people there. This is how GSIS pays back the dependents of a faithful and loyal government employee. They tell you to wait!

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! 

US Anti-Outsourcing Bill: A Challenge?

picture source: http://www.businesspundit.com/obamas-tax-breaks-and-outsourcing/

January 7, 2012 - EBusiness BPO's Leadership workshop. Our facilitator, mentioned that the looming problem for BPO or Call Center companies is the "US Anti-Outsourcing Bill". I am not a lawyer. However, my simple critical mind tells me that this future law aims to bring back outsourced services to the United States. Thus, we loose our jobs!

Communication Workers of America has 700,000 members. On its ranks are 150,000 customer service representatives. These are the people who were greatly affected when outsourcing became a global economic trend. A decision made by corporate executives to lower down labor cost. It affected many people on both ends of the world. A lot of lives were changed including mine.

Philippines - a country torn by major political divide. The effects of such atmosphere is felt on the country's up and down economic struggles. One day we were Asia's Economic Tiger. And then suddenly, we slumped down and was part of the elite list of third world countries. We became a country that made a mark during the 70's and later as a nation with many OFW's. This economic downpour stopped when the BPO Industry came in. 

350,000 people are employed. Lives changed as mentioned. The industry offered hope amounting to $11 Billion dollars as of 2011. A big amount enough to stabilize a country like the Philippines. It made lives better not only for the employee but for others in general. I think it is safe to say that it was a life saver though I am not an economist. 

I have been with the industry for five years. I have gained some degree of experience when it comes to how lives are lived here. Now that this Bill looms over our bright horizon - I am perplexed. A Filipino call center agent would instantly loose if the debate starts. 350,000 people would not matter to politicians buying out votes for the 2012 US Elections. We would be like an old version of the television - ON MUTE! Here something to consider. Unlike American Labor Law, Filipinos do not receive unemployment benifits. If we loose our job, then we loose it for good and we do not receive anything from the government. We are left with nothing. Creators of the Bill would justify further that they will not transfer it. But then, they would discourage it. This basically works the same way with the prior argument. 

I once had a customer. She had an internet connection problem. Her name was Sandra. She called her internet service provider's toll free line. I received the call. This was how our conversation went.

"Thank you for choosing..."

Customer cuts off..

"Oh, thank you a Filipino!

"uh, okay. What seems to be the problem?"

"There is a problem. And I actually want to talk to a Filipino agent."

"Oh! May I know the reason why, mam?"

"Because you guys are patient compared to Americans."

I wish I can let you listen to the recording. But I can't because I can no longer pull it out. I cannot reveal the company's name also. But our client was one of the biggest Telecommunication Company in the United States. These kind of calls give us the reason to move forward and be inspired to serve our American customers better. If the debacle is about customer satisfaction based on service delivery and completion - Filipinos can compete. But the kind of competition wherein the field is leveled and fair. A competition wherein we are not looked down or is not about outsourcing. But if the whole thing is done through "their" public opinion then it is settled. 

The Anti-Outsourcing Bill poses as a challenge.I want to see it in a different way. It is for me a chance for the creators to look at the issue on the worlwide stage. I know as representatives they have to take care of their constituents. I understand that they have to be mindful of their welfare. However, consider this thought. Who would you choose? An employee who can deliver Customer Satisfaction but requires high payment. Or an employee who is a College Graduate, CAN deliver an excellent Customer Satisfaction, CAN easily adapt to the nature of the businesss and does not require high cost payment. I think it's logical to choose the second one. 

info sources:


http://www.firstpost.com/politics/anti-outsourcing-us-bill-targets-indian-call-centres-161456.html


http://getrealphilippines.com/blog/2011/12/us-anti-outsourcing-bill-why-filipinos-should-be-worried/

Shan Cruz Rivera: His Action not OUR Responsibility!

picture source: http://beyond-the-norms.org

If you type the name Shan Cruz Rivera in any search engine, the name auto completes! Right then and there you will be routed to websites such as YouTube, AllVoices, etc. The man became an instant star overnight. The first time I saw his picture was on my Facebook's home page. There was someone asking everyone to track him down. There was this brand of being a SHAME for all call center agents in the Philippines. I have to admit that it did not immediately catch my attention, at that time! I let it pass until now. Obviously when I checked YouTube's hits numbering to 9, 154 I can say that it did lit some spark or even a flame since its upload last December 18. Now I discovered that there is even a Facebook Fan Page. Well, it starts with the word hate, etc!

Let me give some insights and comments about all of this. This has become a serious matter since the headline in AllVoices says that the man could endanger the BPO industry in the country. I mean, come on! Let us not conclude and reach that point of discussion. Please consider this, Wikipedia reports that in 2006 there were 160, 000 people that were employed by BPO or call centers companies here in the country. So the talk about an action done by one man affecting the whole industry is something that is shocking. I think the manpower involved here is close to a million. Shan Rivera is a drop of water in the ocean. What I am trying to say here is, he is only one and does not reflect all call center agent!

WNS is obviously the company that he works for based on his ID sling. The company is locally headquartered in Citibank center, Makati Philippines. It has 350,000 employees. That is the information that I got from a website. The center is clearly big. Well, however big they are right now. They have a thorn that's pricking them - Shan Rivera. If anyone in WNS is reading this please correct me if I have some wrong information. But the guy is wearing your ID sling and obviously he was on the production floor when he was filming his glorious moment. The first thing that did not look well was Shan's cellphone. I think that's what he used. I have been with a lot of call centers and it is always the POLICY for people not to bring a cellphone on the production floor. I mean, who knows what they will do with the information. Now, we know what happens! It gets uploaded in YouTube. If security was tight or if WNS had this policy then there no way that people like Shan could've filmed the whole fiasco. So what happened WNS? Do you have such policies of no cellphones on the production floor? If you do have and this person eluded you then you certainly have a problem. I suggest you contact our company and hire our security guard. Man, they are tight! I can't even bring my phone inside even if I am a supervisor!

To call center agents like me. Stop the witch hunt! Shan Rivera is one of us. And like us he has great ideas like filming his call. You must admit that you dreamed of such thing to happen. To videotape a conversation between you and you customer so that you can share the humor. But thankfully you did not! Because you or WE are all professionals. Let us maintain that perception! Filipino call center agents are professionals. I know I am. Shan Rivera's incident is an isolated matter. Or would I say, let us isolate it 

Call centers in the Philippines are doing their best to protect their clients. This event does not reflect the attitude nor the culture of a Filipino call center agent. As far as I am concerned we are hardworking people. This incident as I said, is very isolated. I don't blame anyone not even WNS. But they must keep their security tight. If they think its tight then tighter! The industry has fed a lot of families including mine. It has made the country's economy flourished. Realizing the role of it then, WE MUST ALWAYS BE PROFESSIONAL. 


here is the link if you want to see the video


http://www.youtube.com/watch?v=HnX2pY67Izo