my life as a full-time call center agent etcetera

To Earn More Cash

2006-07-17T13:17:00.000-07:00

I have finally decided to do the unthinkable (okay, I'm exagerrating). I will juggle two or three jobs whether my loved ones like it or not. Life is too short, there are just enough hours in a day, and my friends are nowhere in sight (some are bumming, job-hunting, working, or taking their masteral) so I better just make the most of the only few things that I have - time, youth, and skills. I'm going to help in the family business to better improve the overall operations and work on the marketing. I'm also hoping to work in a tutorial company to earn extra moolah and to add to my title.

Everything that Goes Up

2006-07-14T22:18:00.000-07:00

Don’t you just hate oil price hikes?! It drives me nuts. I don’t even pay for my gas and I feel this way. Tsk.

Soaring to Greater Heights

2006-07-14T21:41:00.000-07:00

If I’m planning to stay in this industry I’m wondering “where will the call center industry be in the long-run?”

The Calling

2006-07-14T21:04:00.000-07:00

I was researching online about call centers and I stumbled upon this http://www.yugatech.com/blog/?p=829. I did not hesitate to leave my comment and give my insight on the call center industry. I know that I still know very little and still have much to learn, but it would help by telling people how it really happens inside the corners of the offices. I’m glad there are sites like these that discuss parts of the call center industry. I really want to know more.
Here’s my take on the topic of the writer who asked why none of those he referred to a call center ever made it (it might mean that nobody got accepted or nobody made it to finishing the training):
I think the reason as to why “many are called but few are qualified” lies in the underestimation of many people in the call center industry. I applied for three call centers in Ortigas and Makati. I was accepted in two, but failed the exam in the third company. I noticed in all three that during the initial interview, the companies immediately eliminate applicants who: lack communication skills, who are not able to communicate their thoughts effectively in the English language, do not have concern for the company (you’ll be hearing answers to “why did you join our company?” like “because I want to learn how to speak good English,” “I have nothing to do during my free time,” “the pay is good,” “my friend referred me to this company,” etc.), cannot contribute to a customer-service-oriented industry, do not have the patience and determination to work in the industry, are just in it for the pay and experience. On an average, I noticed that only two out of about 8 pass the initial screening/interview. The examination is also another level of understanding for the applicants. Even those who are well-versed in English fail because it is a test of analysis, comprehension, customer and company concern, as well as a test in ethics. In some companies there are more than one exam so the more exams the slimmer the chance of getting in. On an average, only half of those who passed the initial interview pass the exam/s. So that leaves only a small percentage of applicants to actually qualify for the final interview and even more for the job offer. Call centers do not only accept persons who speak in “straight English,” they are also looking for intelligent individuals who are patient and have substance and personality. But then again when you try going to a call center on a normal day you’ll see the long lines of applicants waiting outside the offices just to find out that “he or she isn’t what the company is looking for.”Have a good day.

Young Girls in Skimpy Outfits

2006-07-14T20:38:00.000-07:00

Ever notice those young ladies skimpy outfits in a television show called Deal or No Deal? I chanced upon the show while channel surfing and noticed that the ladies who opened the outfits seemed young, around 16 to 19 years old, pretty, and educated. I don’t know.I just chanced upon the show. That’s all. What do you think?

Multiple Frowns Upon the Call Center Industry

2006-07-14T18:47:00.000-07:00

Do people who bash call centers actually know how difficult it is to get accepted in a call center company?
It’s very sad that a lot of people look down on the call center industry. Why? I don’t see anything wrong with working in a call center. After all, it’s a decent job. You don’t hurt anyone or step down on anyone. But there are still persons who continuously bash call center agents. Is it because they think that the job (where the agents deal with irate callers and clients or the the agents answer technical questions from foreign callers) seems degrading? I don’t really see anything degrading about the job in a call center. It’s actually something to be proud of. Customer service is not an easy job and dealing with customers and clients with technical (etc) problems require mature persons.
There seems to be a lot of discrimination for the industry. We (because I have already been hired by a call center company) seem to be a frowned-upon minority group. Just because it requires persons who have good communication skills, good grasp of the English (or other foreign languages such as Mandarin and Spanish), good comprehension, and patience to deal with irate calls doesn’t mean it doesn’t require values and intelligence. In fact, the initial screening in call center companies require that you are intelligent and a fast-learner. I guess if you haven’t tried applying or working for a call center or if you never even bother to research on how difficult it is to lead a call center agent’s life you’ll never really know. It just seems unfair for those in the call center industry (unless you own a call center, then you’re probably big-time) to be frowned upon for choosing the industry. It also shows narrow-mindedness and immaturity. Consider this, call center jobs are given high salaries not just because of the work (whether inbound or outbound or technical); Call centers also consider the night shift, it’s health risks and consequences, the safety of the agents, as well as how the night shift changes the body clock of the persons and how the agents only get to frequently lead their normal life because they can rarely socialize with their circle who work during the day time.
Anyway, that’s just my two cents for now. I’ll give more updates when I start working already.

PAG-IBIG and All That Jazz

2006-07-13T18:22:00.000-07:00

"Why am I even in this industry?" I ask as I get my employment requirements. I first got my NBI Clearance which thankfully only costed Php115.00 then I went to get my SS Number which was even more great because it's free and then I got my Tax Id. Number at the Bureau of Internal Revenues which was also for free. I'm glad it took me about 10-20 minutes to get each of these requirements because of the speedy processes nowadays (or maybe it's because I got it in an efficient town with efficient processes and an even more efficient, as well as effective, mayor). After I did these three I went to buy some clothes to wear to work because my company has a smart casual dresscode for Mondays to Thursdays then we can wear casual on Fridays, but then again we can't wear flip flops or tsinelas. Today I'm supposed to finish my Medical in the Ortigas area, finish my PAG-IBIG and PHILHEALTH forms at their respective buildings (that godknowswhere), fix my Metrobank account, and get my transcript of records. I hope I get to finish all these today considering that J. (my sibling) already took the car and left off at 7am for class. I asked my parents if they can take me to these different stations, my mom said they'll try because they have a lot of work today. Oh well, I hope things go well not just for the employment requirements, but also the training. I heard that employees still get kicked out when they don't pass the 1-month training in my company.

It's a One-day Process Really

2006-07-13T04:53:00.000-07:00

My life as a call center agent begins on Monday. It took me a little over a month to get a job and I'm glad I'm working for a company that's one of the top in its industry. My job is probably what I would call an accident or if you're more on the religious side, you'd refer to it as a blessing. I was actually scheduled for an interview in Makati for Asia Select, a recruitment agency, that wants to endorse me as an account associate for American Express. But I knew I was going to be late and was going to be lost, not to mention going to be rattled because of the strong wind and storm, so I decided to tell them that I would like to re-schedule the appointment. The interviewer agreed, but since I was already on my way (a couple of miles away from my place) and I have just finished getting the car fuelled, I decided to try applying for jobs in Ortigas. The first thing that came to mind was a call center where a friend of mine worked. He said he worked there as a part-time, night shift, outbound agent and he was performing well. I wanted to give it a shot so although I didn't feel prepared at the time, I gave it a go. As the elevator opened to the company's floor I saw how packed the outside of office was. There were dozens of applicants lined outside so I did the same and was the person at the end of the line. After waiting for a couple of minutes, my name, together with another person's name, was called for the initial interview. Questions such as where I graduated, what my work experiences were, what my strenghts are, and why I want to apply to the company where asked. I passed the initial interview, the other person did not. After that I was asked to wait for the simulation exam. The simulation exam were all verbal. I was tasked to read tongue twisters, short stories, long rhyming poems, and more tongue twisters. I was also asked several questions and was asked about my own opinion about the poems and stories which really surprised me because I thought I was only supposed to read (enunciate and boast a twang) that I forgot to comprehend what I read at all. The last part of this exam was a role play where I was given 5 minutes to choose and understand a product then sell it to my interviewer. By the way, the simulation exam is over the phone where the interviewer gives you directions as to what you are supposed to read in a hand book which will be given to you before the exam. Thankfully, I passed the simulation exam where the interiewer commented on how well I did with the tongue twisters, how cautious I was with my pronounciation, and how I chose the most difficult product and sold it well. Then, I had another exam which tested how I will be able to handle different situations that occur in a call center. This was a multiple choice type of exam where there are 50 questions and you are given about 20 minutes to answer as much as you can. Fortunately, I finished the exam and was told I got an excellent mark. I was then scheduled for a final interview in about 2 hours. During the final interview (at around 2:30pm), I was again asked several questions about my education, work experiences, childhood experiences, how I did in school, what I expect in the call center, how I can contribute to the company, what my strengths and skills are, how much salary I expected, and when I was willing to start working. The interviewer told me that they could only offer me a starting salary of Php14,000 and a position in inbound. The look on my face didn't actually communicated ecstatic, but more of disappointed and devastated. I was already planning to work in outbound because I was highly interested in the sales part and not the customer service part of the industry. I said I prefered to work as an outbound agent, but the interviewer pushed that I was very qualified as an inbound and that was the only position they could offer me. Out of desperation, confusion, excitement (to get a job and finally be employed and have a life), I said "okay." The interviewer congratulated me and welcomed me to the company. I was told that I had a contract-signing at 5pm. Those two hours were probably the most confusing two hours in my life. I went out of the building after the final interview and went straight to my car, not to run away, but to get my blazer (because I was freezing adding to my nervousness) and to have a smoke (or more). I contemplated and realized that maybe there is a reason I agreed. And indeed there is. I want a job during the night (or the wee hours in the morning) that paid well and would give me a chance to meet interesting (new) people, as well as to give me free time during the day to work on my other interests such as writing and entrepreneurship. So I had a moment of prayer that the One above will guide me in my decision and my journey as a call center agent. I signed the contract as a full-time night shift inbound call center agent at about 7pm together with 7 other individuals in a conference room. At long last, I can now officially call myself "employed."