It's been a good year for me, having tried new roles in the BPO industry was really exciting. New horizons opened up and new opportunities for me and made me realize that there's more that I can do, besides the usual taking in calls all night.
January 2010, I will be launching my volunteer group, My Call to Share. It is a humble idea that we, Pinoy BPO workers, volunteer ourselves for a better community. To give back our blessings is a way to succeed in our endeavors in life. I don't believe that our Pinoy BPO workers are too indulged in material gains brought about by our wages and commissions, but a driving force for change.
What a challenging 2010 ahead for me, what a promising year ahead for all of us Pinoy BPO workers!
As the elections draw nearer by the month, news about politicians left and right flood the media and political ads are annoying, playing by the minute. The Pinoy BPO sector now also wants representation to the Congress via Party-List, or is it really just a few people having grand ambitions of being politicians and just pretending to be the voice of the Pinoy BPO workers?
In my opinion, you don't need to be a politician to serve the people. Now is it really the intention to serve that drives these people or to just have a share of tax payer money for themselves? Hunger for personal fame and ego being disguised? These are just plain and simple crap.
Nothing wrong to have representation in congress, but they got to have these strict qualities for them to qualify, the way I see it, to be a genuine Party-List for the BPO workers:
1.) Leaders must have substantial work experience as a BPO or call center agent. We all know that the bulk of the Pinoy BPO workers are the rank and file employees or the agents, so how could a leader of these groups know what's going on if he or she only been an agent for a year or two? I want to see least 10 years or more agent experience.
2.) Leaders must have a track record that promotes volunteerism and has been doing substantial volunteer jobs without monetary compensation. This is a test whether they mean true service to the people or just want to make money once elected. This is leadership by example.
3.) The group must have nationwide support by having the members mobilized doing volunteer work and helping the community already, not just by claiming to have thousands of members and brag it in a website. Anybody can create a website and claim these and that. I want hard proof that they are already doing something good for the country for years prior applying to be a Party-List.
Now if these criteria are met, personally I will apply to join your group and help with my own capacity. This is a challenge to those groups that are claiming to be the voice of the Pinoy BPO workers. Present us proof and not all nonsense talk.
To discuss this topic, please join our forums here.
Providing premium BPO jobs in Makati and Taguig with approximately 2,300 seats, JPMorgan Chase & Co. is now hiring jobs in Cebu City. Located in eBloc Tower at Asiatown I.T. Park, JP Morgan Cebu will cater to U.S. and Canadian customers.
Cebu City is a higly urbanized city in Central Visayas and what I like best about the city is that you'll be able to both enjoy urban living, and for just a few hours by land, superb vacation spots.
Current jobs for Senior Trainer for Collections, Trainer, Operations Manager, Team Manager, Training Manager are now up for grabs and very soon for Customer Service Officers.
Now this is really an enticing offer to our Pinoy BPO workers in Manila to venture in the south, calling all my bisaya friends to check it out and this might be the dream BPO job that you are waiting for.
That's right, Xerox Corporation is on a diversification move to buy Affiliated Computer Services worth $6.4 billion, which as analyts say, will enable ACS to compete against Hewlett-Packard which bought ACS rival Electronic Data Systems a year ago.
Xerox Corporation, the world's leading document management technology and services enterprise is a $17.6 billion company and is already the world's biggest supplier of digital printer and document management services.
Meanwhile, Affiliated Computer Services provides information technology services to industries including telecommunications, retail, financial services and education with presence in Asia and the Pacific, Caribbean & Latin America, Europe, Middle East & Africa, North America, South America.
In the Philiippines, Affiliated Computer Services operates 2 sites located in 7th Flr., One E-COM Center Bldg. cor. Harbor Drive and Sunset Ave., Mall of Asia Complex, Pasay City and 6th Floor Skyrise 1, Asiatown IT Park Lahug, Cebu City for a combined workforce of almost 1,200 Pinoy BPO workers.
Very interesting developments here and Pinoy BPO workers, I believe we can expect more to come, all in favor for us finding better opportunities and be able to showcase our world-class skills to a bigger scope of businesses.
Canada-based research firm XMG Global new reports says that the Philippine BPO Industry grew by 21.7% to register US$7.3 billion in revenues by year-end. The Philippines as the third-best performing destination came in after India and China that registered revenues of US$48 billion and US$28 billion, respectively.
IT services sector moved slower and delays in expansion plans by major BPO players in the Philippines made the growth lower than the expected 24%.
It is very notable that we are in the far third in this report but I'm very optimistic that 2010 will be a record breaking year for the Philippine BPO industry and the new 2010 government administration will play a big role. So keep our hopes high fellow BPO workers as this will provide better opportunities for us and our families.
Despite the difficulties of the global economic crisis, a new site for IT solutions and services leader, Wipro Technologies, will open a new site in Quezon City. An addition to the 45,000 square-foot Cebu facility that already employs close to 1,000 Pinoy BPO workers, the new site will be occupying half of Lucio Tan group’s Eton Cyberpod Centris building at the new urban development near the Edsa-Quezon Avenue intersection in Quezon City.
With the opening of the outsourcing hub, Wipro initially posted job openings for: Customer Service Associates, Deputy Manager / Manager for Talent Acquisition, Senior Executive for Talent Engagement and Development, Senior Executive for Finance.
This is an exciting new opportunity for us BPO workers to experience a brand new facility within a new modern central business district. It is also very accessible within the vicinity of Manila and Quezon City. Indian BPOs this year are in a roll and we are always ready- Pinoy BPO workers are always ready to showcase world-class skills in a global stage.
Dell is planning big on diversification, with its $3.9 billion acquisition of Perot Systems. Eyeing Perot System's IT services market. The acquisition will compliment Dell's core PC and server business and Michael Dell said 'this acquisition makes great sense' as he believes Dell and Perot Systems would be able to grow faster when combined.
In the Philippine BPO scene, Dell International Services Philippines sold its Pasay facility to Teleperformance last March but retained its Quezon City facility which currently employs approximately 1,000 jobs. Dell International Services Philippines caters to U.S. and just recently, U.K. Dell customers, providing voice, e-mail and chat support.
The Perot Systems Manila center was officially inaugurated on March 21, 2007 and currently employs approximately 600 jobs in its Makati facilty. Perot's BPO services includes: Revenue Cycle Services for Healthcare Providers, Life Insurance Services and Engineering Outsourcing Services.
I believe this is a big boost to Dell's BPO capabilities with the Perot Systems integration and will certainly translate to more BPO jobs in the Philippines and a lot more exciting opportunities for us, Pinoy BPO workers when the global economic recession exits.
Yes, not one but two new Teletech sites in Makati will be inaugurated soon as an addition to the 12 existing delivery centers in the Philippines. The newest addition will be located at EcoPlaza Building in Don Chino Roces Extension and GT International Tower along Ayala Avenue.
It is very notable that Teletech was focused before on putting up sites outside the usual BPO hubs in the Philipines and reaped success as Teletech is now currently the largest BPO solutions provider in the country with an estimated workforce of 17,000 employees scattered over a dozen locations across the Philippines.
Teletech in EcoPlaza Building will have 300 seats for specialized back-office functions and shared services as the Philippine BPO sector is also now geared towards providing and developing non-voice BPO services.
Teletech in GT International Towers will have an Australian telecom account that will provide daytime shifts for its workforce.
Although the global financial crisis is still far from over, I am seeing that Teletech continues to seize the initiative and relentlessly takes advantage of opportunities to expand their business. Ultimately, the Philippine BPO market has made Teletech successful and they owe it to the talented Pinoy BPO workers.
So now you got your bonus. What's the first thing that comes to your mind? Let me guess: Shopping? Bar hopping? A date? Or vacation? Maybe the amount may dictate your choice. Certainly they're all expensive. So let's say you'd pick a vacation. It could bring you all the way to Bora, the usual place to go (although I haven't been there yet), an enormous expense for an average guy on the street. But surely, vacation is a must. No need to explain why. The pressure is just too high we need it to survive! It can be a cheap ride to your village which is 7 kilometers away from downtown, after an hour ride from the city proper. You will reach your place with your head dizzy because of the winding road. And a trip to a splendid island after a long tiring travel to achieve your very first instant rest. It's a vacation that gives you time for yourself, family or friends.
It relieves your lungs and mind from the steaming filthy air on your way to work and from your nagging companions. It directs you to look at that horizon you love to watch. Then you begin to love the cool waters you used to bath when you were young. Nature has a purpose and being with it puts you and your mind back to the basics me life. All is with simplicity, easy to understand, sedentary. You enjoy. You laugh. And by the end of your day off, you're back to your seat. There comes the feeling of dissatisfaction at times. It's pretty natural but I'd like to insist this part that is often neglected. There should be a good balance in working and playing or resting. Would you wish to lengthen your vacation like a month or two, it will make you dull, or worse, you'll be fat. You don't exercise at all and you take more pleasure eating due to idleness. Your sense of motivation is weakened and you're likely to end up borrowing because you ran out of cash and not so much of a healthy life.
We need to work, it makes us a living. We need to play, it makes us alive. Then we got to have plenty of rest. It gives us energy. Those three things plays an important role for us to keep up. Work. Have fun. That's the way to go.
This is in response to the privilege speech of Rep. Raymond “Mong” Palatino in the House of Representatives last August 17.
This speech may be in a way an eye opener for people outside of the realms of the BPO industry, but I’m disappointed that it lacks proposals of concrete, temporary or permanent solutions to the problems outlined in his speech. It is also not informative and helpful in any way for us BPO workers.
The PHP15,000 basic pay is indeed above the usual entry level jobs available locally but pay on other offshore destinations are well above our rates here. This is may be due to market forces, as cheap but skilled labor draws BPO investors here in the Philippines. But what I can say is, if we BPO workers would want higher salaries, do we bother upgrade our skills to be more viable for higher pay? Is the present government administration helping us to be competitive by providing free and accessible trainings to further hone our skills and be paid more?. The sad answer is no.
Attrition rates in BPOs are not totally attributable to a negative perspective. Again because of the good opportunities that BPOs offer, workers ‘hop’ to other companies that will offer them the best compensation package that will suit them. A factor mentioned is ‘poor quality of jobs in call centers’ meaning the exploitative side of the job. Being on the phone for almost 8 hours is not easy and stressful. But BPO is not only limited to call centers, there’s back-office, non-voice accounts, transcription, IT, graphic arts and a lot more choices to work for in the BPO industry. The key is that current BPO workers should upgrade their skills and we and the government should be partners in this.
I believe that the call center job is a specialized job, therefore it needs special legislation to protect the welfare of its workers. I suggest the right of the call center agent to go to the restroom even if its queing and not be reprimanded for it. A mandatory gym allowance provided by BPO companies, free multivitamins and HMO benefits from day one. A car plan for every BPO worker to protect them from travelling via public transports that is a danger to their safety. Entrepreneurial seminars for BPO worker to educate them on how to handle hard earned money and to teach them how it make it grow, and a lot more.
In his speech, Rep. Palatino said ‘Nawa’y huwag dumating ang panahon na ang isasagot ng ating mga kabataan sa tanong na “What do you want to be when you grow up?” ay maging isang call center agent’. I just want to say that I don’t see anything wrong working as a call center agent. But I see a lot in your speech, Rep. Palatino.
The call of call center agents: we are working with dignity and we will not stop to provide the needs of our family and shame to those who are in government who are without conscience and squanders with our taxes.
May be the biggest BPO industry deal since the ClientLogic-Sitel merger, Stream Global and eTelecare will combine for a 26,000-strong workforce that will span 50 solution centers located in North America, Europe, the Philippines, Latin America, India, the Middle East and Africa.
Ayala Corp. owns eTelecare through it's BPO investment company LiveIt and Stream Global is a premium provider of customer care and business process outsourcing services, a global firm that is a publicly listed company in the United States. (NYSE/AMEX:OOO)
The company will operate under the Stream Global Services name globally, and under the eTelecare brand in the Philippines. eTelecare operates 7 sites and Stream Global have 2 sites in the country and when combined, currently employs 11,500.
This is again a good indication that the Philippines continues to play a big role in the BPO industry and a firm foothold established by Stream Global in the Philippines will pave the way for the company to be a major BPO global presence.
The way I see it, this will offer new exciting opportunities for employment locally and I see this as another significant step forward for BPO industry in the Philippines.
Based on global management consulting firm A.T. Kearney’s Global Services Location Index (GSLI) latest edition, the Philippines ranked 7th (with a previous rank of 8th) most attractive offshoring destination. I believe this is based on several weighted factors and the three main categories are: financial attractiveness, people and skills availability and business environment.
In the financial attractiveness aspect, I believe BPO employees are still in the lower end, based on salaries being paid compared to our competitors. Chatting with a friend from Hyderabad, India, she receives INR 18,000 basic pay plus allowances and a carpool incentive working as a CSR for a known U.S. company. In comparison, a typical CSR in the Philippines in general earns around PHP 15,000 basic pay plus meager allowances. In my opinion, we are underpaid but we can still maintain good quality of work.
For people and skills availability, I think we are facing a major problem in this aspect as the demand for BPO workers increase but the talents needed for is still short to satisfy the need. The government has a soft stance to fill this need as TESDA, I believe is not reaching as far as it could to properly train the potential workforce. This is evidenced by the emergence of call trainings offered by unscrupulous businesses that promises to train but for a high fee.
In general, I can say business environment is average as different BPO locations in the Philippines are still on its way to become competitive. The stabilty of the Philippine economy I think is still a big question mark for me, as the current government administration in her SONA, continues to lie about the current economic situation of the Philippines.
Placing a respectable 7th in the index only shows that we can do more. I believe the Filipino can be the best, with proper education and knowledge. A really bright future is still ahead and I urge my BPO friends to press on and share what they have learned to aspiring BPO workers and together we will succeed despite of the challenges.
I woke up this morning and I needed to load my Globe number with prepaid credits to SMS a friend. Now a 40 peso load have a 15-day expiration, (plus 20 free text to all networks as per Globe's promo) due to the NTC Memorandum Circular No. 03-07-2009, loads will have longer expiration or validity periods.
Credits worth P10 or lower will be valid for three days from the previous one-day expiration. Loads more than P10 up to P50 can be used for 15 days while credits worth more than P50 up to P100 will remain valid for 30 days.
Loads more than P100 to P150 will expire at the end of 45 days while credits of more than P150 to P250 will last for 60 days. More than P250 to P300 will remain valid for 75 days while credits worth more than P300 will last for 120 days.
This is great news for consumers (most BPO workers are on a prepaid service) as they will can now buy lesser load values without worrying that it will just expire within the day. I mean, load is not like food that is perishable and has a shelf life, and big telco companies have been ripping us off.
The everyday dependence of the Filipinos to communicate through cellphones, is not only limited to texting or calling their friends or loved ones, but is also used for business activities. In the long run, a cheaper cost in telecommunications is vital to spur economic activities that can help us withstand the recessionary effects of the global financial crisis.
Enough of the National Telecommunications Commission - big telcos connivance. I believe that a new law needs to be passed in congress to better regulate the telecom industry. The abolition of the NTC is very welcome for me, and form a new body that will truly represent the welfare of the public.
It's July and halfway through the year and I wrote early this year about the robust BPO industry in the Philippines, and still it is making a strong showing that will sustain until the end of the year.
Shifting to the global BPO scene, new BPO markets are ready to take off and will definitely own a share in the industry because of it's unique characteristics. The dampening of the economy makes companies prepare to emerge more profitable when the economy recovers and that is a golden opportunity anticipated too by the global BPO industry.
The way I see it, the new BPO destinations that will compete with the Philippines are Sri Lanka, Egypt and Central American countries.
Sri Lanka although shaken by a recent civil war have a good outlook as BPO companies such as WNS Global Services, Quatrro BPO Solutions, RR Donnelley, HSBC and Aviva already operates here and another big BPO player to locate will be Genpact. Sri Lanka has a large and able workforce specializing in finance, as the country has the largest pool of UK-certified accountants oustside Great Britain. This is a definite advantage for back-office operations to flourish in this island nation.
Egypt, with its multi-lingual, educated workforce boasts lower cost for quality. IBM is already here and 1,500 call center agents for Vodafone caters to the Middle East, Australia and New Zealand customers. Away from the political uncertainties in the Middle East, a sustained BPO growth in Egypt is very likely.
Central American countries like Panama, Guatemala, Costa Rica are the next BPO strong hold. Fluency in spanish is a big advantage for these countries as they can communicate to approximately 50 million Hispanic Americans in North America. These countries also have the same time zone as the United States.
A Dell call center, National Asset Recovery Services (NARS)- a U.S. company that collects unpaid bills for a variety of clients and Sitel operates in Panama City. Procter & Gamble, Hewlett-Packard and Sykes use Costa Rican offices for accounting, personnel and other back-office services. Sitel, eTelecare Global Solutions, Concentrix found the Nicaraguan BPO market attractive and set foot there.
As for us Filipinos, we are a versatile workforce and also have exceptional talent but we should not rest on our laurels and continue to learn. Let us prove that we still have the edge and earn the right to be the best in the industry.
There are a lot of misconceptions about call center agents. I bet each one of you has his or her own connotation. Before I joined the call center industry, I used to think that this is a job that would benefit moms like me because you'll have no other responsibility but to answer customer inquiries. It turned out that I was wrong. Big time!
Many people think that working in a call center is easy. Easy enough that even non-degree holders can be accepted. Although it is true that there most call centers accept non-graduates, it is not analogous to say that the job is easy. More than anything, it is very important that the person can handle stress gracefully and can multi-task under pressure with quick problem solving skills. Many people view call center jobs as a past time and do not see it as a serious profession. But you can never really say how stressful it is unless you experience it. Just imagine how you can handle a job sitting all night long hearing nothing but complaints and problems. Imagine doing it for a year straight with limited bathroom breaks. Most people can’t stand this and yes it is not just the stress from the calls or cases that you handle but the performance metrics and the competition as well. For moms like me, it is even more difficult leaving your kids at home during night time. I used to think that it would be easier because the kids would just snooze away but every night is a struggle not to call in sick when you see your kids alone and left only with your household help.
Another misconception is about the salary and that Call center people are well off. Well, they sure look like it? Most call center people have this iconic look: big dark glasses, jacket, jeans and sneakers and the one that puts on an ID lace and carries a Starbucks cup, you will sure be mistaken to be a call center agent. This 'get-up' may look expensive but what you see is not always what it seems. There are centers that offer very good compensation packages but there are also a number of centers who are not so competitive.
Call center agents always work the graveyard shift. There are many centers that operate 24x7 and yes, not all call center agents work at night. Not all call center agents take calls. There are others who handle e-mail and chat queues and others have mixed support. This is also the reason why call centers are now referred to as contact centers since job scope is not only through voice or through speaking.
After I thought of all these misconceptions , I realized that there is a really good reason why call center workers in general should be given a better pay. After all, this is one of the most stressful jobs and at this time and age and everyone is already dependent in one way or the other to call centers for support, even locally for Filipinos. Just imagine food delivery, technical support for mobile phones and Internet, phone banking or even ordering your medicines from the pharmacy. I’m sure, pretty soon people will give call center workers the respect and dignity they deserve.
You can't deny it. We all live in the same extra world. I call it extra because its just really uncommonly difficult. And easy. A combination you feel when you are in it. You go to work at night. You sleep whole day. Then you wake up worrying what shirt could probably look new under your same old black jacket. Then you go to the same spot, if you are lucky to gain that position all your project life (whatever account that is) with your pictures posted on the wall and the rest extra-- like the new policy that just came in, steps on making that call, et cetera. Ah! This is a life! You are free to speak the unbearable, as your caller is free to hit you on your ear like a dart that's hitting the bull's eye. That is the great use of the mute button. Oh well, that completes the story. But wait! I got some more things to tell you.
Remember what they do when breaks are on? They smoke, they talk, they cuss, they cry, they laugh, breaks are like a jackpot! That's how you release the tension. What matters most is the coffee flowing right at the bar, it's a saver. You could work wide awake and you could remember all you say. Pair it with a creamy chocolate or some peanuts and your night is good. (And sometimes you just slip your chips behind your monitor to avoid getting caught!) .
Why would the mute button matter anyway? Okay, let's go back. Because you get to roar it out. You express yourself. You're being human. It's like resting your jerking muscle after a smooth massage. And so much for the breaks. They make you feel alive. No big deal. It's your work. It rewards you. It drains you at the same time. But you like the part when you come home to see your kid shine like star in his warm smile and get an honest embrace. You feel like a super mom. You are doing a hard work and you are doing it for him. That is the best part.
I'm still amazed how call center life came to us Filipinos. But really, it's because of talent. We are just amazingly adaptable. Maybe because mute buttons are promising. Mute it, that should work. You satisfy their needs -- and you satisfy your emotions. The mute function makes you impersonal with your business. And the other side, it makes you get too personal. You can ask your supervisor something you need to know while keeping the line open. Or you chat with your seat mate if you are well versed with multi-tasking, that is just really fantastic. Good thing phones were made! Nice jobs were offered. We are gaining a better definition of ourselves. We see ourselves capable. We are feeling good about it. Whether we had a bad hair day at work or we made a huge sale, it's just really different. After all, nothing really is not personal. We do things because we choose it. And that is being personal. Impersonal -- personal. Easy. Difficult. We have it all in the call center.
Today June 12, 2009 is celebrated as the 111th year of Philippine Independence. That's more than a century ago and is it still relevant for us present day Filipinos?
For BPO night shift workers like me, probably it's just another day in the calendar when we can work and be paid double. But is it an irony that most of the BPO workers are employees of foreign BPO companies or call centers and we declare that we indeed are independent?
As foreign BPO investments pour in the Philippines because of the Filipino's innate talent, are we Filipinos have any plans of building our own call center or BPO industry that can rival the best and be a global player? Does our present government see this as an opportunity to 'nationalize' the BPO industry and invest and to have Filipinos run a BPO company and employ their own kababayan?
I work for a foreign BPO company but I am a Filipino. I am proud to be a Filipino and will always contribute and work for true independence. I will always dream of economic and political self-determination and the Filipino BPO worker to earn a decent living without forcing themselves to speak and to sound like a foreigner.
Inhale. Exhale. Deep sigh. Over and over until the smoke from my cigarette stick goes out. I'm really nervous. The result of our exams are about to come out anytime soon. Normally I'm not afraid to hear the exam results and I don't have vices but this exam depends whether I'll stay with the account or be re-profiled. I was able to breathe easy when the results came. I wasn't able to perfect the scores but at least I passed.
Bad trip! I already wanted to move out from the call center world but I still can't. I still need money nowadays. Why is it that only the BPO industry are the ones with high-paying companies in the Philippines? I don't really care about my way as long as I enjoy what I'm doing. It just so happened that I accidentally got pregnant in the middle of my career. And I had to stand on my own since the father of my child denied to take responsibility. Plus the fact that I am also financially supporting the schooling of my niece in college. I also have to pay bills and buy groceries at home. Oh well, a few more sacrifices and maybe I'll be able to move out of here.
How did I end up working in a call center? I went online and searched for jobs. I landed over JobStreet and submitted applications for different BPOs. I was scheduled for an interview one day and after the fast-paced application process, I was hired.
With God's grace, I'm already in my ninth month here in my second call center. I didn't realize how time flies. It's been a while and I'm still surviving.
Two years ago everything was pretty normal in my life. But ever since I worked in a call center, my world went upside-down. Before, I work in daylight and I can stay as late as I can. But now I can consider myself as a nocturnal animal. I work at night and sleep in the morning.
Because of the schedule, I'm now lazy to go on gimmicks. I just plainly love to sleep instead. Even my meal time changed, and so I developed hyper acidity. Good thing though is that I walk about three hundred meters every day to get to our office so I managed to stay in shape somehow.
Before, I can still meet up with friends, now I can only send SMS or emails because our work schedules differ.
Call center life is difficult yet happy.
Difficult because the food is expensive in the pantry. You also have officemates that loves gimmicks or daylight drinking sessions. Even if you don't like to go with them, they'll say: 'Team building tayo! Bawal ang hindi sumama!'
There's also lots of demands from the management. Too many work to be done but no wage increase.
Regarding vacation leaves, you have to submit your desired dates on time do you'll be the first on the list to be approved or it wont be plotted. You can't just go on leave whenever and all-together because there's only a number of agents allowed to go on leave per day. When its queuing, you're already too tired talking yet you just can't stop or go on break easily. You might be branded for call avoidance and give you white slips as warning or the Call Routing Department will ring your AVAYA's till it smokes out of it.
In simple terms, you can't rest if there are calls waiting. So lately I became sickly because we work like machines. And you can't just file excused leaves. If you have flu, UTI, cardio problems or cancer, you still just can't be absent. For until you can take in calls, you have to. But if your tooth aches, you have a sore throat or tonsillitis, you can be absent. In other words, if your illness concerns your voice, you have the right to be absent. But not over one day without a valid medical certificate.
You also can't browse non-business related sites, mobile phones or any transmitting device are not allowed in the operations area.
Even looks are controlled. You can't wear spaghetti strap blouses, plunging necklines, mini-skirts, shorts and slippers . No eating on workstations (but I can bring in some but managed not to get caught).
Aside from those mentioned, you also have to accept all bad words, profanity and discrimination from your customers.
Call center life is happy yet difficult.
First of all, you work in an air-conditioned office. No worries about sweating. It's always cold.
Second, you'll gain a lot of friends. I'm just lucky I was deployed to one of the best teams with a nice team leader.
Third, undergraduates are welcome to apply. For as long as you're 18 and above and have at least reached second year in college. Rationale, as they say is because there are so many college graduates but not all can speak fluent English or execute good grammar.
Fourth, where can you find an office that can also substitute your apartment because you can sleep in the lounge area or snooze rooms provided by the company? There's also shower rooms if you want to take a bath and nursery if you have your kids that you want to be with. Just bring your yaya to look after them while you're working.
You'll also become better in English communication skills.
And most of all, you enhance your people skills and become more personable since you've talked to different races all over the world.
Plus there's customers that are difficult to deal with, the irate ones. I guess, if ever I'll be facing anyone irate, I can handle the situation better now. This is not my dream job but I am a person who looks for every positive thing in any task given to me. Nothing will happen if I'll just go on complaining. Money is the main reason why I am here. And so I know that money will also be my escape from this world. I'm now saving and saving. Every single cent that goes to my account is equivalent to my freedom from the world of call centers.
But I don't really hate what I'm facing right now. I know, I'm here because it has a purpose in my life. I've also learned a lot here. Everyday is a learning opportunity for me, so I also enjoy.
Among companies and businesses today, there is a trend towards undertaking what is called "Corporate Social Responsibility" (CSR). The basic idea of CSR is that companies should be doing more to ensure that the community they operate in is taken care of. This could take various forms - anywhere from feeding programs to livelihood projects, and even environmental cleanups.
It's a good concept, and I don't see anyone disagreeing with this in principle. The thing is, a great many companies that supposedly practice CSR are under the mindset that it is an opportunity for self-promotion. If one surveys each of these companies and tries to find out which specific department is in charge with CSR, then most likely one will be pointed to the company's public relations (PR) department.
There are many problems associated with practicing CSR with a PR mindset. On top of all these is the fact that a company's actions are dictated by what would benefit its own reputation, rather than what is actually needed by the community. And speaking of the community, most companies (which are located in highly-urbanized centers) do not really have an idea of which community they belong to, or which community needs their help. Worst of all, CSR is sometimes used to coverup a particular company's unfair treatment of its own employees.
I've worked for a company which undertakes various CSR projects in different provinces - and must have spent millions of pesos already to that end - but whose record of treating it's own employees right is downright dismal. Every pay date, there are at least 50 disputes (a conservative estimate - and this is just for one site) for reasons ranging from invalid deductions, non-payment of agreed-upon allowances, to actual non-payment of salaries. Curiously, with all these, it still has a good corporate reputation, no doubt considerably brought about by its PR machinery and well-publicized CSR projects.
One point that is so easily missed by companies like these is the fact that the foremost communities that they should be serving are their own respective corporate communities. If a company's leaders can't treat their employees right or treat them in a manner that leaves them gravely disadvantaged, then there is no moral reason to keep helping distant communities. As the old saying goes, one should clean one's own backyard first.
The more relevant social responsibility of a corporation is the responsibility of safeguarding the welfare of its own employees. Addressing the needs of some distant community while neglecting the interests of those who are occupying the lower ranks of the corporate hierarchy is not is not being socially-responsible - it is called hypocrisy.
If companies are really sincere in undertaking CSR projects then the following guidelines are helpful:
1. They should not advertise themselves doing these CSR activities. CSR is not PR.
2. They should not make participation in CSR projects mandatory unless such participation is expressly indicated in the employees' job contracts.
3. CSR being a corporate activity, it should be held during office hours and not during rest days or holidays.
4. Employees who choose to participate in CSR should have full death, accident and medical insurance coverage, regardless of tenure.
5. Participation in CSR should not be used as a basis for rating or promoting employees unless such is expressly indicated in the employees' job contract.
6. Most importantly, an index should be devised which measures employee satisfaction. If it is found that employee satisfaction falls below a certain prescribed limit, then a moratorium on CSR activities should be enforced. Resources should then be directed towards raising employee satisfaction before undertaking new CSR activities.
The MRT 3 or the Metro Rail Transit will be in a 24/7 schedule starting June 1, 2009 to experiment on making this as permanent operating hours. It's a welcome development for the riding public and it was considered for implementation mainly because of the growing demand for MRT 3 operations from BPO night shift workers.
My only concern about this is the night time security outside of the premises of MRT 3 stations as most of the stations are not immediately adjacent to BPO hubs like in Ortigas and Makati. You may need to walk a few blocks more or ride an FX to be reach these offices. I particularly have a friend that always have to take the overpass in EDSA and says she is generally uncomfortable about her security in the area.
Additional police visibility are needed here if they are of any help. I believe a bus system subsidized by the government with special routes directly passing along major BPO hubs will be a much better service rather compared to an 'experiment'.
Yesterday morning was a big surprise for people eating in a fast food chain in Paseo de Roxas, Makati City when Gloria suddenly, somehow appeared from nowhere and lined up and ordered a breakfast meal. She dined and had a small talk with call center agents in the same place. Some things like extending MRT operating hours to accommodate the late night call center workforce and the Arroyo administration's spending for the training of more people to work for the BPO industry through the programs conducted by the Technical Education and Skills Development Authority (TESDA) were discussed. After which Gloria thanked the call center agents for their contributions as the BPO industry remains strong in country before leaving.
If only I were also there, I will catch the attention of the President to show her my payslip saying:
'Look at the tax that I'm paying for all of the corruption scandals that your administration have gone into'.
So let's all go out and vote in May 2010 elections and vote wisely! hehe.
The taxi should be the most convenient way to travel around the metro but most of the time it's not because of abusive drivers: 'contracting' of fares, they don't give correct change, and if you don't know the way you are going, they will go to a 'long cut' trip to rip you off, and worst of all, sometimes the drivers are also hold uppers.
Because of these, I even discourage my family members to ride a taxi not unless its really urgent to do so. Now, the Land Transportation Franchising and Regulatory Board or LTFRB is now implementing taxis to issue receipts to passengers. Somehow this will curb the unscrupulous activities of these drivers.
When I was in Cebu, It's really good that a major mall implements a scheme that an employee of the mall provides you a slip that indicates the plate number of the taxi you are about to ride and the contact numbers you may call if just in case you need to report something. This scheme is also practiced in Mactan International Airport.
In NAIA 3 terminal, on my way home, I also rode the yellow metered taxi that is maintained by the MIAA or Manila International Airport Authority. I noticed that they are charging a bit higher, 70 pesos for flag down and 4 pesos for succeeding 300 meters, but its worth it. These yellow taxis are new and air conditioning is good, and it's taxi meter don't charge if you are on a full stop or stuck in traffic, it only charges the equivalent to the total distance traveled by the taxi.
I still believe there's still hope and good job to those who strives to provide an honest service to commuters.
Summer ain't over yet! Hehe...So let me share to you my recent trip to Bantayan Island, Cebu. It was a pleasant getaway from the metro, and indeed it was an unspoiled paradise. Unlike Boracay or Puerto Galera, it's not crowded (I can see pictures in the net that these places are like 'palengke'), all I want is a serene, quiet and relaxing time for my vacation.
How to get there? Take an hour flight to Cebu City, then from Metro Cebu, you can ride a bus or van going to Hagnaya Port in San Remigio town. This wharf have hourly ferry rides to Sta. Fe town, in Bantayan Island.
Besides the pristine waters and sugar white sand in Bantayan Island, historical places like the Bantayan Church will surely amaze you. The church building was started by the Augustinian friars in 1580, it is one of the oldest churches in the Philippines. Cheap resort rates, easy access, historical sites, friendly people will make Bantayan Island a sure hit in the tourism industry. So why not explore more than the usual vacation places? I assure you it's worth spending your performance or annual bonuses. Hehe.
Witty and funny, Tin is our Agent of the Month for May. Let's dig in and have a share of Tin's call center life. hehe.
Alex: You’re from which call center? Tin: TeleTech Bacoor
Alex: And your account and role? Tin: Accenture and I'm a Tech Support Rep for a DSL provider in the US
Alex: Describe your company. Tin: Uhm.. I dont know! hahah!! told you Alex, this will make my brain bleed!! medic!!!!
Alex: What do you like best in your job? Tin: I like it when the bosses appreciate all the effort that the agents are exerting to their job. (freebies, certificates, pizza, tshirts, bags, lanyard, etc.) small things ha? but those little thingies can really make you feel appreciated while you're at work.
Alex: what do you usually do on your breaks? Tin: going to the lung center. (smoking area). flirting. hahah!
Alex: Describe your perfect day at work. Tin: When avaya is down.. then the supervisors will pull us out for team meeting or for training. woohoo!!! it doesn't happen that often though.
Alex: Can you give some advice to aspiring call center agents? Tin: Make sure you're ready for it. the short breaks.. the policies.. the bosses.. teammates.. the customers.. the IRATE customers.. and the graveyard shift. hahah!
Alex: If you will have a chance to talk to a person in the past, who will be that person and why? Tin: My Dad. I wanna show and tell him about my achievements in life. Alex, how come you have this kind of question? heheh.
This overwhelming victory will validate Manny Pacquiao's title as the best pound for pound boxer in the world. I'm not a boxing analyst, but what I noticed with Hatton is this fight is that his hands are always down and without defense, leaving him very open to Pacquiao's combinations. It looked like Hatton underestimated Pacquiao so much and in the end he was severely punished by this neglect. All it took was a cracking left hook by Pacquaio in round 2 that sent Hatton to lala land. Let's watch again this exciting round 2 of the Pacquiao - Hatton fight. I'm proud to be a Filipino! Mabuhay ka Manny!
Mindanao is not that far flung to be as it seems to be as new growth in the BPO industry finds it way in Cotabato City. Calcent Link Solutions opens its door to aspiring call center workers, providing employment in these hard times. I believe this is also a good business move to explore other locations aside from the expensive Cebu and Manila hubs. Cotabato City can supply a talented pool of workers as tertiary level school graduates are abundant in the city, graduates from schools like Notre Dame University in Cotabato City.
Calcent Link Solutions reportedly offers a 10-day basic workshop, covering US geography and culture, American English, communication skills development, call simulations, stress management and personality improvement.
I really dream that every city in the Philippines would have a call center and that should dramatically decrease the country's unemployment rate.
It's dubbed as The Battle of East and West, and I believe Pacquiao is again on the road for glory! Let's watch the 24/7 HBO Episode 2, part 1 of 3 . Mabuhay ka Manny!
Working in a call center is a challenging job but it's a place like home for Anne, our Agent of the Month for April. Read on and enjoy!
Alex: You’re from which call center? Anne: Etelecare Global Solutions
Alex: And your account and role?
Anne: I am a Technical Support Rep for Dell Small & Medium Business (SMB) Dept.
Alex: Describe your company.
Anne: Im not really good in describing things especially places but I think, Im working in one of the best BPO Companies. The company itself has a lot to offer not just for its employees but also to the outside world. Every now and then, there's GA's to discuss what's going on with the company. There's always recognition for Employees. There's surveys to improve not just the facilities but the communication for the employees too. There's always freebies, games and events where we can participate for camaraderie. Nice working environment. All in all, I can say that the company itself is recreational and productive for the development and growth of one another.
Alex: What do you like best in your job?
Anne: maybe when Im educating people and encouraging them about what they can do to atleast make better use of their computers. we all know that not all americans are knowledgeable about computers. and so its fulfilling when you perform your job well plus you get a satisfied customer with your service.
Alex: What do you usually do on your breaks? Anne: I just normally go to the restroom or to the pantry to eat. if not, during my 15 minute break, i just finish some logs and/or check other things that I might have missed during my calls.
Alex: Describe your perfect day at work.
Anne: There's no such thing as perfect. But I think, I can say its a better day if Im hitting the target AHT, Sales, and other metrics for my stats. :)
Alex: Can you give some advice to aspiring call center agents?
Anne: Do your job. Hit it right. And dont give up!
Alex: If you are given a chance to live in an another planet in the solar system, which planet will you choose and why? Anne: I dont think I would want to live in another planet. Maybe in another country. There's still no place like home. :)
The worsening global financial crisis has proved to make more business for the U.S.- based Associated Creditor’s Exchange Global, a BPO firm in One World Square Building in McKinley Hill, Fort Bonifacio,Taguig City which houses 300 call center agents at present.
ACE Global's clients are U.S. banks and mortgage firms and ACE Global provides services for resolution of debt and collection issues. Currently, its operating centers are located in Phoenix, Arizona, Costa Rica and the Philippines.
As these financial companies are looking them to handle more delinquent accounts, ACE's facility in Taguig will definitely increase their number of seats, creating more jobs.
I'm optimistic that the Philippines will be the destination of choice for BPO's in 2009, because amidst the global recession, the Philippine BPO industry remains to be a bright spot in the economy.
I compiled some of my Dell friends' reactions about the buy out. These selected comments are from Customer Care Senior Assistants, DOC Resolution Specialists, Trainers and Team Leaders:
- gosh! nde ko pa nakukuha backpay ko dun ah. baka nabenta na rin, hehe
- haha mag resign na kayo lahat!
- All the changes in 2008 they made like tiering, creating new accounts like Canada, Midmarket et cetera which were supposed to flourish Dell Philippines ended up with a Grand-Slam fiasco.
- kame we're not looking forward to anything special this year...no OT, no increase, no icp, no summer outing, no dell elite, nothing to motivate us to work our best...
- Ok naman kami so far. Alisin na ATG dito sa QC, lipat sa HYD. Fully SMB na lang kami. Sensya na. Can't comment on it . . . even unofficial.
- I was shocked to hear that the Dell Pasay Facilities had been sold to Tele Performance. No prior notice had been given. ( I can’t say – in hindsight – that it was totally unexpected since rumors had been abounding. ) Anyway the sale of Dell Pasay shows that we aren’t secure in our position. BPO’s can always opt to reduce Dell’s costs by taking over its final site – Quezon City. It seems totally logical what with the deepening recession, that Dell should try to further squeeze more money out of a sale to a BPO, but the effect on employees like me has been – to say the least – morale destroying . Suddenly it’s every man for himself in a cynical business world where the only real modifier is still money.
- like a sinking ship..grabe sobrang dinemote nla ung mga taga Dellpasay...outsourced na cla and nde na dell badged..hehehe tingin ko lng that move is not a good impression for Dell..kc parang ang lumalabas mas stable pa ang outsource kaysa sa dell mismo.. Anyway, magre2sign na dn ako d2 eh..sa Wednesday hehehehe
Disclaimer: These comments doesn't necessarily reflect my opinion or views. hehe.
Dell's move to sell its Pasay site came as a surprise but I have expected it to happen anytime soon. Because of the global financial crisis, revenues are down and many companies are forced to conserve cash and put in place cost saving measures to survive the crisis. But despite of this, Teleperformance, a global BPO company now seizes an opportunity and find the economic recession an advantage to grow its business.
Dell Pasay which has estimated 1,000 employees will be absorbed by Teleperformance but Dell employees have the option to accept or reject the job offers expected to be made by Teleperformance. A separation or retention package will be offered.
The way i see it, this event should be a chance for former Dell Pasay employees to see the wide horizon ahead of them. It's a matter of choice to move on armed with their wealth of expertise, or to accept change as it is. But as I've always advised my friends, don't be stopped dead on your tracks and move forward as...
The payroll ATM card. That’s where the moolah will be emanating from after working hard taking in calls. Hehe. I’m quite sure that you have experienced ATM woes and it's an inconvenience. So I gathered my personal tips to have a worry free ATM transaction every time.
- Always keep your ATM card clean and protected from dust and scratches. I keep my ATM card in a plastic sleeve and keep it in a cool, dry place. Refrain from touching the magnetic strip at the back of your ATM, you may damage it and it’s usually 100 pesos for a card replacement, plus the hassle and delay for applying for a replacement.
- Always transact in your own bank’s ATM. This way you’re saved from the inter-bank transaction fees and you’re sure that you will not waste your time lining up then at the end, your ATM card cannot be supported by the machine.
- Always choose the option for a printed receipt for every transaction. It is very useful for information that you may need if a discrepancy arises from your ATM transaction. The receipt usually includes the time of the transaction, a transaction reference number and the ATM branch where you made the transaction.
- Always have a copy of the bank’s customer service hotline with you and call immediately if there’s any concern with your transaction.
- I never keep extra money in my ATM card since money is not generally safe there as hackers can always attack anytime. I withdraw all the cash and deposit the amount to my passbook savings account if I still don’t need it at that time. Better safe than sorry.
The Araneta Center Cyber Park in Cubao is now transforming into a major BPO hub with the addition of another site for Telus International Philippines, formerly known as Ambergris Solutions. The BPO company specializes in inbound customer care and sales, market research and business process solutions for its North American clients covering consumer electronics, finance and telecommunications.
The new site called "Telus House" has a maximum of 2,500 call center seats and currently employing 900. It's their fourth call center facility in the country. I believe that the Araneta Center cyber Park is very strategically located, and will be the next preferred destination for BPO companies. All is good for the Philippine BPO industry the way I see it, and the 30% revenue growth projection by BPAP is very attainable.
Hi to all of my Telus agent friends out there hehe.
I noticed a half-page ad in the sunday edition of the Manila Bulletin for Motif Inc., that states it has 100 openings for Travel Specialists, 100 openings for CSR (voice and e-mail) and other positions. As I am always on the look out for new players in the Philippine BPO industry, I made this post to raise call center agents awareness that there’s a lot of opportunities for us out there. I do not encourage call center hopping but why stay if you are not happy with current call center company or management that only tells you to “auto-in”? hehe. Maybe by trying out these new companies, you can find a better match for your capabilities and be paid well accordingly. Got these info from the Motif website at http://www.motifinc.com:
About Motif
Motif is a people-driven business process outsourcing (BPO) firm that, since its founding in 2000, has never lost a client due to performance. Our clients include one of the largest online auction companies in the world, a major financial HR services company, and a leading U.S. travel company. We take pride in partnering with our clients to help them achieve unmatched quality and ongoing efficiency gains. Because we consistently deliver superior results, all our clients are referenceable.
Cool. Let's hope to see more BPO companies to open doors for us this year, because the more choices, the better. hehe.
For latest job postings for this company, please see BPO Jobs Central Link.
2:26 PM
Alex
It's been a good year for me, having tried new roles in the BPO industry was really exciting. New horizons opened up and new opportunities for me and made me realize that there's more that I can do, besides the usual taking in calls all night.
How to get there? Take an hour flight to Cebu City, then from Metro Cebu, you can ride a bus or van going to Hagnaya Port in San Remigio town. This wharf have hourly ferry rides to Sta. Fe town, in Bantayan Island.
Besides the pristine waters and sugar white sand in Bantayan Island, historical places like the Bantayan Church will surely amaze you. The church building was started by the Augustinian friars in 1580, it is one of the oldest churches in the Philippines. 
Cheap resort rates, easy access, historical sites, friendly people will make Bantayan Island a sure hit in the tourism industry. So why not explore more than the usual vacation places? I assure you it's worth spending your performance or annual bonuses. Hehe. 
