FUNNY VIDEO!

PLEASE WATCH THIS AND HIT LIKE IN YOUTUBE!

PNoy's 4th SONA: Ruled by INSENSITIVITY

 by: Silver Cepeda

 

 https://fbcdn-sphotos-e-a.akamaihd.net/hphotos-ak-frc1/998525_521423154578169_142664815_n.jpg

FACTS:


"MANILA, Philippines (Xinhua) - The Philippine business process outsourcing (BPO) will continue its upward momentum, with annual revenues seen hitting $16 billion this year as the country remains one of the world's top BPO destinations.
source:" (www.philstar.com)

"The BPO sector has been able to exploit the high-skilled segment of the Philippine population, with its strong English-language capability, and service-friendly personality. It accounts for 15% of the country's exports of goods and services, and the Philippines is now the third largest BPO destination after India and Canada."
source: www.asiancenturyinstitute.com

"Though BPO and IT-related activities accounted for a growing slice of GDP last year and provided employment for 525,000 people in the Philippines, the UNCTAD report noted that more needed to be done to maximise developmental benefits from NEMs so as to protect against what it called their 'footloose' nature."
source: www.bpap.org

 SAD FACTS:

Philippine politics was my game in College. How I wish I still have the flare of that 18 year old youth. Honestly, I know it was the 4th State of the Nation Address of the President today July 22, 2013. Perhaps I got tired of hoping. For the heck of it I turned on the Television. I was waiting for the words "Call Center". Before I cared so much about the country with the feeling that I can save it. However these days, I am satisfied to care about the sector that I work. I wanted to know if there will be changes or at least additional benefits for us. Thus, I waited!

With the facts mentioned above I could not help but wonder if the President knew about it. I mean, he has been thanking people for their achievements. He has been mentioning people from his cabinet. He forgot to express his thanks to the 525,000 people working in the BPO industry. How can he miss that? You might ask, "what does he want? why is it a  big deal?"  $16 billion dollars that's a big deal. That's an amount that cannot be brushed off. Yes, it's not that big compared to the revenue generated by the OFW sector. Don't get me wrong, my father is an OFW. I just felt that the efforts of all my colleagues in the industry is nothing when he said nothing. Well, I guess being in the second spot means you'll be ignored.

Working in a BPO is not easy. It's not something that you want and can just jump in. No! To be part of this industry takes skills. I work in a call center and I know how well we pick our agents. Once you are accepted and would come to work your problem does not end there. Each center has it's own metrics, hit or get fired! In  addition, you normally come at night. Since the call center boom in Philippines the transportation industry adjusted well. So we have 24hr jeepney routes in major cities. But with it comes the 24hr risk of being robbed. Criminals became flexible and would normally target us because they know about our high end phones, gadgets and thick pockets. Now if you manage to avoid this, it's not yet over. The rise of the industry gave way to fly by night centers. These are the worst. They have agents who work and then the next day they shut down or would change name. Overnight their agents are unemployed. We are also not exempted to the fact that some companies would not even remit our mandated government contributions like Phil health, Pagibig and SSS. It's a painful discovery because when you need it and it's there that you can't use it because the company that you worked for is has been deducting you but not remitting. That's not all... There is that health hazard that makes the job harder.

I hope I was able to establish the fact that this is not an easy fix to be here. We push hard so that our families would have that "above poverty"  kind of meals per day. In doing so, we help the economy. In doing so, we help the retail, taxi, house/boarding house industry. Don't you think we deserve the President's thanks? Not mentioning us seemed that he forgot us. It's not just the thanking that I'm disappointed. PNoy mentioned priority bills that would help the army and the rest of the populace. But he forgot to mention the "Magna Carta for Call Center Worker Bill". So I don't know what more to think.

sources:

http://www.bpap.org/media-room/214-the-phil-better-business-process-outsourcing

http://www.asiancenturyinstitute.com/development/203-philippines-opportunity-point

http://www.philstar.com/business/2013/04/02/926266/phl-bpo-industry-revenues-hit-16-b-2013

http://newsinfo.inquirer.net/439769/santiago-refiles-magna-carta-for-call-center-workers-bill

eBusiness BPO Inc: CONQUERING BOHOL in ONE DAY

by: Silver Cepeda

 

This was somewhere in March. Our client came to check our center. After the formalities of business were met she told us that she wanted to visit Bohol. It was a request that was very pleasing. Time to chill and check out a new place that might reinvigorate our stressed spirits.

Graciously sponsored by Ebusiness we were able to go with the client for a day tour of the ever famous and world renowned Bohol. This place is located in Central Visayas, just in the southeast part of Cebu. From Cebu we had a two hour trip that meant waking up early for all of us since we have to board the first trip out. Since it was summer time, the trip went smooth as silk with a few bumps.

Bohol at last! Our van was right there waiting for us when we arrived. Thanks to  the organizational skill of our dearest HR Mylene Balmores. We visited a lot of place and I cannot remember the exact names of it so I would have to apologize as early as now. Let me do the best that I can to remember. Who would forget Chocolate hills? This is the spot that made or still makes Bohol a place for tourist to go to. If not for the concept of the Almighty being I would think that the hills must have been formed by aliens (conspiracy theorist mood). It embodies the definition of beauty. I liked it because the Local Government really made an effort to make sure that the area is clean in spite of gazillion tourist that visits the place. I would say this is my first to really see a place in my on country that is under the Local Government control and is well maintained. Let me see... Loboc River! This is another spot wherein I would have to applaud the leaders of Bohol. The river is as green as the trees surrounding it. What a beauty! There was a strict reminder on the boat that we were in, 100,000.00PHP penalty if caught littering. That's how you should implement rules! The collaborative effort of the people and the Local Government made this river a site that is A-mazing! We visited a beach during the trip which I forgot the name. Trust me it's not Panglao because this place is still not yet developed. How can I say that? It's still free to get in! Maybe let's ask Evan Abellanosa the name of that beach (please comment below).

The animals of Bohol. Our van stopped at a mini zoo and the place where we can find the tarsier. We saw some wild animals such as phytons, ostrich and some really endemic and rare creatures of Philippines. I  like watching them. I like the fact that you don't have to climb mountains and cross rivers to be able to see them. I'm not a member of PAWS Philippines but I think watching too much National Geographic Channel and Discovery taught me that these creatures should be left in the wild. I'm sorry but I don't understand the logic of keeping them in that mini-zoo. I don't understand as to why it would be called preservation when they should be kept in a very wide reservation - away from the pollution of civilization. I hope I did not spoil your reading appetite.

Finally, we reached the end of our tour right from where we started! Bohol, I fell in love with your beauty. I'm one of your fan! I salute your local government for keeping your place - a must see destination! Thank you eBusiness BPO Inc.

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!

CEBU Call Center Shows HER FILIPINO Origins

http://www.ebusinessbpo.com/About-Us.aspx

EBusiness BPO Inc. is a Filipino Call Center. Last August 17, 2012 - the company showed her desire to look back and live out for one night her Filipino origins. The whole center began her journey three years ago with seven agents. EBusiness BPO Inc. at that time she started out with accounts like Lead Generation, Taxi dispatch, etc . She was small. However, now she becomes a mid-size center that has three hundred plus active seats. A growth that made a mark in the industry of Outsourcing in Asia.

The center's dress up day last August 17, was a night filled with laughter and fun. Agents and the management enjoyed the event as they both live out the Filipino spirit. The men wore the famed barong normally used for weddings as one Team Lead would put it. Some agents put on National costumes seen during the Sinulog Festival. It was a moment that warmed the hearts of the people working their as they all step up to showcase being a Pinoy.

Kudos to eBusiness BPO for a job well done! May she continue to show her pride in her Filipino origin as she grows to be one of the best BPO company in the Philippines.

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

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

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 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.