FUNNY VIDEO!

PLEASE WATCH THIS AND HIT LIKE IN YOUTUBE!

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!

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/

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.