Ring! Ring!

part eight

ACN - Yes, they have a big building at the back that houses, mostly, HMO accounts and clients. I've never tried going there, even they have scheduled training there. hehe 

CVG - Ah not in the cybermall if I'm mistaken, they have a separate center in MDC 100. I don't know the account it has there, but what I know, they have US account. 

WNS - Well, some of my former trainees went here, no idea what accounts they have but what I heard, very low pay. And they have Airline account which I don't really suggest working into. 
Dell - Of course, one of my favorite centers. However, I don't think they are the same today. I don't know what they handle these days. I know they added a HMO account. What I'm very sure of, they are not like that what they used to be before. 

Stellar - Surprisingly, despite the very low pay, and have some lucky bonus, I stayed for long. hahaha Well, due to the happy, easier work and some important benefits.. I kinda stayed long. I don't know if you can survive with that small pay and no allowance. But if you can, why not?

ANZ - Despite a lot of big Australia banks that had outsource, this is the only bank who kinda took risk early and have an inhouse center here. There is one in Makati, solaris building. Then the second one here.. Of course, I took the exam and first interview but well, of course, I was not lucky. Definitely, one thing is for sure.. Great pay and benefits. Especially if there is a Philippine Holiday, they don't have work. Australian Holiday, they don't have work as well. That's around, almost 1 
month of free leave on top of the VL's you'll have. Wow!! Other than that. Well, try it for yourself! 

HGS - Suprisingly, from one center now they became big! They know have a center in the 1880 then they have a center in Alabang! They started small as having the only HMO account then expanded with Sony and AMEX then became bigger. Well, I passed the recruitment but due to the small pay and US account, I thought of giving up. But if you want to start, not bad if you start here. 

If I miss another company, let me know. hahaha

Ring! Ring!

QC

part four

Concentrix - From one small centre, it became three branches already, I'm not that sure about that one site in PBCOM tower. I mean, they just bought IBM Daksh, the IBM's contact centre division what not. One of the big centers here at this site because well IBM's building are big and many. I'm not sure if IBM's main office are now here. Due to their recruitment ads, they have financial accounts and the most famous, Dish Network! One of the most toxic, hardest accounts ever. Even I'm now working at a decade in BPO, I only known 2 toxic accounts, Dish and JP. Dish is not situated at this site, it's in a different site.. 

Teletech - Yes, that's how big this call center company is, they have a center here! What I know, they have BOA, Bank of America. I'm not sure if they absorbed the LOB's of the dissolved inhouse BOA jobs. Whatever... What can I say bout Teletech? Just don't go there. 

LexisNexis - I have no slightest idea about this company.. However, when I went over this place to try their recruitment process, it's an inhouse law research company! They have no branches and about their process.. The first step, they have this test, time pressure!! Second process, initial interview.. I did not pass. hehe They have high standards and they are more into night shift. More into US accounts. If I got it there, I feel I'll use my legal knowledge I learned in college. They look fine, but I'm not sure... 

Convergys - Yes, the largest employer in the Philippines, has a site here. No idea about what account they have but when I went in this place one time, it looks like they handle US accounts. Well, maybe they have a simple recruitment process so give it a try. 

For now, I'll stop here, but the next one will be a lot! The remaining tenants of this site!

Ring! Ring!

Makati

(Part two)

Done with the first base at the city of Makati. Now, let's go to the second base. I might just do 3 parts of this. hehe

Anyway, so after leaving that part of Aegis. Let's go forth with one of the famous buildings in Makati or I thought in the country, RCBC Plaza.

Towering I forgot how tall it is, well it houses some of the known BPO's from the past and present with some embassies around here such as Canada and Australia.
It's towering and elegant presence made this building special around Makati, with glass walls and well, musuem feel ambiance made it a wonder. It has also great food shops, restaurants and my favorite Subway. hehe

Well, no worries if you kinda came in 5 mins before your shift because you won't be late with its fast elevators, you'll reach to your workplace just in time.

KGB Philippines - It was called infonxx before, but they are still the same, serving directory assistance to UK customers. I don't know how recruitment works in this company these days or better question, are they still here? hehe They have kinda that work at home scheme but I'm not sure if it's effective and how you get your pay. Right now, they still have one office at RCBC and another one at Sta. Rosa if it still standing. Very tedious job, around 1000 calls a day. Well, you don't need customer interaction for this or even a long AHT, it just question and answer thing. Well, I'm not sure how much they pay but that many calls per day? No way. hehe

24/7 Philippines - I'll kinda reserve this one at the last part. Well, surprsingly, Optus Financial Services SME division is still there and consumer with SME will be under one LOB so more work to them, less people and a lot of stress. Mobile customer care is also there for Optus and yeah.. Quite surprised that they've become one of the biggest earners in the BPO industry despite losing some... Next time! hahaha
ADP - Damn, when I applied here I don't if I'm quite unlucky, it's already evening then I'm the last applicant for the first interview but I felt that the HR dude is kinda tired so there, I did not make it. hehe I believe but not sure that they are a HR solutions provider or kinda office solutions for other companies, but I'm sure they are using 2 monitors. This is an US inhouse account, weekdays workweek, US graveyard shift and pay is big. Around 25K. This is just a new site, so for those wanna transfer, then try here! I don't know if they have openings. It's inhouse! hehe Back office/calls but it's like you're in an office. They like OK. My previous QA, applied here as well, did she make it?

IHG - International Hotel Group, ah owns a variety of hotels, actually a hotel chain and one of the prominent brands is Holiday Inn.  What they do is booking a reservation, this and that, the usual hotel accomodation thing. It's inhouse which is good. Working there? I'm not sure.. One story I know, was that one of the former employees used to work there then one day accused of having credit card fraud, meaning keeping cc's of customers. A no no in this industry. Of course, the rep did not do it and felt abused, left the company. It means, they have a bad process. Well, many are still there, I'm not sure how much they get paid, but if you have having a discount in their hotel chain, work here!

Access - this is an US call center which kinda scam o helping individuals invest in the US stock market. They have a hard training because it's a series 7 module which they do fail trainees but if you pass, you're certified US stock broker. Many tried to pass here but what I heard, well many failed. That's the start, but the hard part is once you are working in the floor. I'm not sure if they do outbound hard core sales or more into online trading then talk to the customer, but I'm thinking the films Wall Street or The boiler room thing style but well they are legal. Until now, I'm not sure but they are still there. As much I want to give how much they are earning, I can't. I don't know or don't have a clue. However, they earn big because the comissions they are getting should be in US dollars. You can try. hehe

The rest of the companies you can try to apply or work here as follows: the main RCBC office, IP convergence kinda name, Level Up! is here as well because it was egames before but beware! Nah, I won't tell it, there is a rumor on that company. hehe A skip tracing company for US, meaning looking for deliquent or very toxic bad debts. Hmmmm I can't think of others but yeah! Chevron/Petron backoffice company. 
GT tower - This heck of a building looks stunning inside and out, well it's owned by Metrobank. The problem is I don't know really which companies are leasing there. Before teletech used to be there but left. Recently, Accenture used to be there but also left. It left me thinking that they left because of high rent or lease. hehe As much I want to tell other companies here, I simply can't.

Ayala building after GT tower - I forgot the name. hehe But it houses two important companies other my ever reliable BPI branch there. One is the first site and still standing Thomson Reuters which I'll discuss further later. Another is Pfizer, one of the world's leading pharma. Other than those companies I simply did not remember others. They are the ones stand out. So, why bother others?  

LKG tower - this is the one after that ayala building or I know there is a UPCB bank branch before here. Staying here is John Clements, one of the leading HR/agencies for big companies/BPO's. Another important one is Manulife, but their BPO division is at technohub QC which one of my friends working there. Still working there. Good looking building but that's really it, the only important one is John Clements because of it's clientele. So if you're running out of luck, try this one.

The last building I want to discuss for this part is kinda new. Only new one but it has really good companies. Solaris Building, namesake of George Clooney space film which I don't know if somebody watched that. hehe Mysterious. Well there are three companies imporant here.

ANZ - Before, it's only a rumor but now they revealed as the inhouse company of Australia and New Zealand bank to really cut costs and this place is jam packed already. Don't you worry, they have another site but it's in Eastwood. Details? I'll share it some time. hahaha One tip, if one of your friends invite you to apply there, just try to apply and see if the opening suits you, then good luck if you pass. Day shift, big pay, but it has a bank culture. You need to dress appropriately. Geez.
Shell shared Services - To apply here, go to their website or John Clements which I did but I kinda flop. Anyway, suprisingly indeed it's a call center for Shell retailers and other services like accounting. I heard they really offer good compensation and a lot of benefits, I'm not sure if you can get a discount for their fuel. hehe For their calls, well I heard it's an US account so expect graveyard shift.  

24/7 - Yes, you're not blind or seeing it wrong, they have a site here for just one account but there is a news that.. Well, next time! But I think many knows what happened here already. hahaha

To get here at Solaris, it's near Aegis and Makati Med or simply if you're coming from RCBC, it's just across the street, look for the Standard Chartered building then go at the back. 

Damn, I think 3 parts are not enough for this city!!!

Ring! Ring!

(Makati)

Part 1

When it comes to business districts here in the Philippines, first comes to mind is this place.. Makati!

As much I want to describe this place, I'll kinda save that part at the next post. For now, I'll just give you some companies or some buildings when thinking of applying for a call center/BPO job.

Despite many people coming from the farthest of places like from the South or North, they still come to work here at Makati. It's all here! From big companies, government agencies, malls or even the stock exchange.

Just a short description of Makati.. Definitely, if your shift is at night, it's easy to come to work, no traffic and less frills. But if your shift is the normal day shift, office type, morning shift well.. Gotta say, give yourself at least one and a half hour in advance coming here. Then if you come home at rush hour, give your at least 2 hours going home. That's at my place, but worse if you're living far. Geez.. Makati is big, a lot of villages and a lot of strict traffic rules, all guards in uniform can apprehend your driver's license and much more.. To make it simple, I advise don't bring a car here unless your earning big time. hehe

Cut the chase, let's start!


If you're coming from Pasay, going to Dian St.. I heard this is a working call center that caters Korean for online english tutorials.

Going forward to Chino Roces/Pasong Tamo extension/Washington, actually there is one building to look out for a job. The much maligned Export Bank Plaza. Maligned because the Export Bank was well, under receivership of central bank, it went kaput.. But the building still stands.

Inside the building, houses the notable..

Headstrong - they are like Accenture in terms of job positions, back office, HR functions, programming then that's it. I tried to apply there thru my friend but it did not work out. Fine. hehe Even my friend left, so I don't know, what good or bad inside there. But important is they still stands. They only have night shift. Definitely smaller than Accenture.

Sutherland - I'm not sure if this one still operates in this building after their closure of their site in one province. They handle mostly US accounts such as, I'm not sure but google or amazon. Between those two.. It's an Indian owned company but what I heard. None that will really notice them. What I do know they just closed their site in one provice way back a year ago. Geez.

WEST contact services - Before, they have a lot ads, even reaching to city buses!!! But now, they kinda spending cuts of recruitment! hahaha I know they have Yahoo account, the YM part which besides at their Manda office.  In this site, they have a tech account, then HR of AT&T, hiring of outsource techs!!! hehe That is the position I wanted! But sad to say, I did not pass. I applied twice, one was after my college graduation, then last one, after my days from 24/7. hehe The tests were not changed, still the same, from typing, reading comprehension, interview, then that's it. I don't know why I'm quite unlucky. One good thing about them, you get paid bi weekly! Every second and last friday of the month. One bad thing about them, if your scorecard or stats are quite low, despite TL's authority to save the agent, they will remove you. No questions ask. Even you're tenured. I just remembered that they do have US cable account, I just forgot the name. But definitely, that's a toxic account! hahaha

After Export Plaza, well, go forth and you'll find Burgundy Plaza. Home of the security guards who shot their counterparts.. Geez. Crazy!

Kidding aside, only call center situated here is Sykes. But I'm not sure if this center still residing because they just opened one in G5.

Anyway, I'll make it short for Sykes because the bash is at their next site, in the same Makati place. hehe But here at this site, I'm sure MCI still stands or what they are called now. Then they have a new account, quite intriguing.. A financial account which the rep cannot disclose to anyone.. I mean even friends. I'm quite curious, I can't even guess if it's US, they say Canadian, but definitely not UK. I have no clue. Well, Sykes has a weird payscale that you can choose, a lot of leaves which you can convert. The bad thing? Next time!

Walk a few minutes, passed the Makati Post Office, the Mercury Drug and Tropical Hut, corner of Ayala Ave. From People Support, now it's Aegis! Then sometime, a new name again! hehe

Proof? Gossips around the office, then my best friend who well got retrenched, as he is working at middle management. There is a way of cost cutting.

Well, this company has ups and a lot of downs. I mean before they were recruiting hard and became one of the best centers.

Unfortunately, some bad things happen. They used to have a lot of accounts, one prominent account Vonage used to be a good one. However, due to the scandal and dropping sales of VOiP, Vonage closed and pulled out. I forgot their US financial account, I'm not sure which but that pulled out as well, then left a lot of non working agents. Others left, others retrenched and others lucky still stayed in different LOB's.

I heard that they have their own gym, a great medical coverage and good food restaurants at the below of their center, with Starbucks. Only accounts I know they still have, the flower delivery that I'm not sure of it, Expedia and a local account of Philam which they cut agents every month..  Then the gossip of another sale of them.

Well, simply avoid this one and there are a lot as you move forward in Ayala Ave or Buendia. hehe

I'm now thinking that this series will be the longest part of this blog series..

Coz Makati is quite Big.

Ring! Ring!

(side effects)

All things has an exchange or a price. Everything today has that kind of interaction. For an example, you buy an ice cream, it's either you bought it to get you cold or you love the flavor. How about buying an electronic load, in the cheapest price,  you can call or send a text but well it depends how much you bought for the load. It doesn't last long. 

That's the same in this industry, which indeed when you come in, you should pay the price or at least somewhat weird exchange. Before we get into like great things you can have or experience in this industry.. 

Let's go first into not so good things. 

First of all, Health! They always say, Health is wealth? Here in this industry, it is not only your wealth, this will be your foundation, this will be your meter if you can still work, and indeed, if you are ready to give your life into this!

I know, all kinds of work has some kind of health hazard. Normal to any kind of work. Even a bank teller when working for a very long time at the same position, eye vision will change out of counting money.. hehe But in this industry, what can I say.. Hmmmm Before I did work in a normal job going into this work but I never experienced those different side effects when I started working in this industry. Let's see what happened to me while working in this industry, in each health aspect...


Physically I can say I became tired even faster or let's say I've become more impatient sometimes. Although I'm still very patient at things but in this industry, for 5 years of taking calls, it put some stress in my throat and voice. I've never experienced having not only a hoarse voice but a pain in my throat so tight that I can't even eat properly, due to painful swallow. I experienced pharyngitis if got that spelling right twice. Never experienced that in my childhood years, or even in HS or college. hehe Meaning I put so much stress in my voice and throat. I don't want to let that happen to me again. My advice to regular agents, check up your ENT every 6 months. 

Yes, even your ears plays a important role.. Not only to avoid a markdown in active listening but also sometimes, I know I'm quite deaf but due maybe for the longest time I'm taking calls, being somewhat deaf moment happens. It's not only I'm spacing out, sometimes I did not hear what that person said at one point. I ask that person to repeat what he/she said like in a call.. Geez, great thing, nothing really happened to my ear for the longest time.

I still get markdown in active listening. Ears are important especially in this type of job, definitely at the point of listening to the customer and having a connection to the customer.

You don't have to worry about your nose in this job, unless you have allergies. hehe

In this industry, I knew somebody who gave up working here due to high stress, run out of voice, high blood or other health complications. It seems this is a very demanding job. But it doesn't mean stress is the only contributor for this sudden health change.

But it doesn't mean, you can't have a health living out of it. You can live healthy lifestyle, but it doesn't only need planning or scheduling, but sheer will as well. I tried especially in those night shift days, but well, it did not work out. The reason?

Second thing, culture and environment.. Every industry has its own culture or even in a small business like mine, my culture is always sell and happy at work. hehe I don't know if I was able to do that when I used to have a business before, but I use to remember I always do my best to have that kind of culture from my workers, or for myself, or even my suppliers, but also to my customers. Environment, it's quite a boring one due to the fact that there were a lot of time idle, no customers or waiting for a sale, you cannot make it fast unless you have high sales or extra cash to invest for the business..

Here at this industry the culture, is very diversed, meaning you'll work and meet not only a lot of people, but also work with them. There is old timers, near retirement age, or working with someone at your same age, or these days, youth, young as they just finished HS. You'll work with straight people, people from LGBT definitely, person who into old school kind of pace or work style, how about person working with new school techniques, performers who aim high, scoundrels at work, slackers and jokers. They are some who are quiet but taking calls in a great way..Or some who are really into this call center industry, very talkative and sociable. hehe You'll work with singles, hot single moms. hahahahaha Single dads, persons who pretending to be single but they are either in a relationship, engaged or worse, married. You'll work with the liberated, the religious, free wheelers, go getters, power trippers, power mongers, morons, maniacs, suckers and a lot more. So please, don't be culture shock because from agent up to Site Director, you'll meet a lot of these people. Well, don't forget peer pressure, you might not be drinking or smoking before. In this industry, you'll learn first hand with uptrainings. Culture here is mostly about numbers, or let's say performance based. I know all the companies are like that, but in this industry especially if you're working with a client, they have the first and last say whether you fit for the job or not. Firing at will is not suprising, especially these days. I don't why it became like that these days, but it's the signs of the times. That doesn't include the all kinds of customers you'll have to deal with from a very lovely customer up to the customer that you want to dig a grave for him/her because of stupidity, arrogance and all other bad attitude you can think of.. Don't forget you have a client/company that you represent, you need to deal with them as well.

Environment here, hmmmm the fastest I know is the stock market business environment because of the stock prices movement means a lot to the people who there. The second I know fastest is in this industry, it's like today you have a job, tomorrow, you'll be finding a new one, especially with the financial meltdown happened years back, well... Companies come and go.. Go away from one BPO company and going to the next or worse, we'll put ours here. Leaving a trail of unemployed agents. 

Of all those factors I discussed, it did not really affect me but for it affected a lot more to others who are working in this industry. Some bad effects I should say. First bad effect is peer pressure which well, I became somewhat alcoholic here.. hehe But I was able to stop that for now. Fooling around the job is another thing I learned. Especially when we're taking calls? Do you think we are kinda honest all the time? You got it wrong! You'll learn the tricks and trades how to get away from customers! hehe

When it comes to affairs or relationships, because of the somewhat liberated culture here, I'm quite relieved that I was not into trouble when it comes to that. Thanks to Him.. hehe But unfortunately, others seem follow what they feel of love. Despite their partners are not single anymore, worse, has a family.. Better yet before going into that kind of relationship, please know the person first. Well, there is one center that when this kind of illicit affair blown out of proportion, one was killed or I don't know maybe that agent is alive, was shot in the station. Sad but it's true. Or these days, HIV.. Well, it's not really a widespread but due to the liberation you feel in this industry, this one is alarming and it may become like big in the future.

There are a lot more bad effects with this fast paced culture and environment but the one which is very alarming is when it comes to business decisions.. These past years, there are a lot of cases that due to competitiveness or business costing, we need to pull out the LOB, Department, Team or worse, close the damn site. It's gruesome isn't? That's a norm in this industry especially for those 3rd party providers. Oops, I forgot, in house centers also quite doing the norm as the last resort. It's sad to hear but it's damn true. You can raise this as a complaint to DOLE, NLRC, or any gov't agency due to the trend but nothing will happen. As long you have a job in the same company but in a different LOB or a toxic department, no case to be heard. It's your choice, stay in hell or resign, find heaven in a different company. 

Ah I forgot, the fast paced environment is so quick, the things you know now.. Next months or worse due to updates, it's different anymore. Due to business changes, trainings or updates from the client itself or even the tools you use. You lost track of time and sometimes, dumbfounded due to new process or roles of your work, sometimes, they just add work to your shoulders. More stress!!

Another factor that it may affect you when working here.. Financial management. Of course, the best thing working in this industry is you're paid great, well above.. I'll discuss that later. But when working in this industry, you'll spend more as well. You need food, a lot food. If you think eating at lunch will be enough for the whole day's work.. Think again, eat more to make you awake for the rest of the shift. How about taking a cab going to work, worse going home as well because you're tired of walking and riding whatever going home. That's a lot of money need to spend.. Geez. Seriously, you will spend a lot, because of course, you earn big, you spend big.. You spend to things that you really don't need. I will be surprised that not anyone agent who used to have a credit card, maxed out and did not pay it. Or a worker who applied for a mobile phone postpaid plan who maxed out the plan, did not pay for some months and escaped. Bad debts, bad financial management. It happened to me and I know a lot of agents or workers had the same problem before. Now these days, it's hard to apply for a credit card when you're working in this industry or apply for a postpaid line which when they heard BPO or call center company, they outright deny you. But these days, I think postpaid applications now are quite easy but still weird. All expenses even drinking out and all liabilities or vices, excesses should be moderated. I wish I was able to handle it properly but it was too late. I hope you'll do that too. hehe

The last factor that I really hate or really affected me, social life. A big sacrifice. Of course, naturally, working at night espeically 9 hours straight, reversing your body clock is bad for your health, especially to pregnant women. That is bad as well in your relationships with your family, friends, and even other people that close to you. I missed a lot of gatherings, celebrations, occassions, going to church, or even dates! Simply because you can't file a leave due to manpower count by workforce or TL or OM declined request due to attendance qualifier crap or first come first serve basis.. Example, now is July, then agents apply already for leaves for October or November, if they got lucky, December! As long you plot in advance, it's fine.. Geez. Another thing, like the usual routine, you wish talking your family but can't. You're sleeping, they are awake. When you're awake and going to work, they are having a good night sleep. What also I hate, your friends just had a hang out, they told you that we wish you were here, we had a great time, that really pissed me of. It happened to me a lot of times, lost times with my family, friends.. Especially in those night shift years.


Before you work in this industry, think first with all these difficult conditions, are you ready to sacrifice and work through them? As for me, I can endure them all except for the fact that you will not able to spend more time to your family, friends or even persons close to you. Especially if your schedule is damn pathetic, the routine you'll do for the rest of the year or worse in your stay as a regular agent is eat, work, sleep.. But if you really need a change of scenary, earn big bucks and so forth.. Keep your eyes closed and work here..

In the short term, indeed it's worth to work here but if you want to have it long term, ah I suggest get promoted or find a regular shift high paying work or at least same pay you get but in a normal time. I feel that relationship with the people close to you is way important than working your butt's off in the very odd hours of the day. 

Don't worry, not all are bad working in a BPO/call center industry. There are fun, happy, great or let's say satisfying things you can enjoy working here. 

But for now, as long you haven't seen them yet, or know anything good or it's not yet showing here..

Question is, are you ready for this job? Right now!

Ring! Ring!

(MOA/Pasay)


I can't believe that this place will be a BPO hub. It's scary at that Pasay Taft area, I thought of how on earth will be any BPO offices here. SM owners are quite clever, because they own almost the whole stretch of Macapagal blvd with their biggest mall, not only condo's. But also why not office spaces. Why I don't like working in this place? First of all, it's not good for the people who works at night, I'm very sorry to my friend who's working there as a TL. hehe But that's true, I mean if your work starts at 12am, how you will get there? Ride a jeep then a bus going to MOA? At that freaking time? No damn way!! hahaha It's very dangerous at that place, Pasay Taft route, well like me.. That time, it's 3am and I almost got mugged then don't forget news or stories about mugging, snatching, you name it. They show up especially at night. That's why I really want to avoid being at that place in the darkest hours of night. You can take a cab.

But cab going there is expensive, I mean it's expensive than going to Makati! You can go there especially by means of Jeep/FX then ride a mini  cab, but sad to say, mini cabs won't be there 10pm onwards. If your work is in the rush hours, damn it's difficult. Well, all routes going to PNB, GSIS/Senate or any place before MOA, that's the best terminal to ride on but not great place to ride on at rush hours, you might still end up hanging at that mini cab or take a cab. Geez..

Not everything is bad here. There are some companies that are woth checking out or apply especially if you're quite near here. Try it here.

Teleperformance (formerly known as DELL Pasay Site) - If you're walking around MOA then looking at the Teleperformance center, that was a DELL site before. Yes, once famous and great DELL site that when I resigned from DELL QC around 2009, sad to say it was sold to TP. The reason? One big factor was the customers that they were dealing with. DHS to be exact. I mean, home and consumer customers that was being handled by a team here, they were given a bad score despite they are giving away everything! From credit, printers, or worse even a new system! Then customers will just give a failing grade to those poor agents. They are such monsters! hahaha But sad to say, business is business, that's why one by one, they transferring agents to the QC site until they've decided to close it down and sell it to TP. Before they won't disclose who will the new owner of the site. hehe Sad part was yeah it's the first Dell site and even Michael Dell visited here and there was a time, all TSR's dreaming of applying or even working there.

TP already runs the site, and as you all know they have great ads and billboards but.. That's it. hehe Before I know they have Adobe, but now what I know the have Telstra SME account like their Mandaluyong site.


Maersk - Nope, you're reading it right, they have another center at MOA but it caters more of our local clients. When I went there, it's quite crowded because of course who they cater too. I thought that I could work as a AR specialist with free SAP training! But well.. They did not contact me after I firmly believe I passed their test. Maybe I'll just try again in the future. News here, hmmmmm local pay but yeah, normal office hours. But that position I want to apply again, I hope it's still available soon! hehe

EXL - One of my former coaches that became TL today, now is working here. I have no idea how this company works but what I know Indians kinda have the majority owner of this company. Like Maersk, they are in the one ecomm building which has Fitness First at the ground floor and Mdonald's. Their one account handling is a medical insurance type and their new acquired account last year is a travel account which it has free training in the US! It is a real pioneer account! hehe That's the one I applied for but unfortunately, they did not call me. I don't know how good or bad this company is but you can try. 

Teletech - The main office of the one of the biggest call center companies here. Right with the league of TP, CVG and them. Well, I'll save the ranting later at one site that I worked with them. But definitely, one bad experience I can say was when I called their main office. A lot of options, a lot of IVR crap, ended up I searched the internet, found the number of the office I worked with then that's it. Their main office number or whatever it is, worthless.. Save the bad things for them later! Oh, I forgot, all that I've known worked at this site, left.. Either relocation or worse, management. Closing down LOB's. Geez.. For all I've known who worked there left due to this, only left I've known came from this site, still working but thinking of getting out as well. hehe I forgot, it houses Telstra's DTV account and chat as well.. That's for sure.

Other BPO companies that are here, Stream which has surprisingly and still living Dish Network,  ACS for a student loan account if I'm correct or whatever, and that's it. hehe I don't know but definitely, worth to check them out if you need a job. Oh, sorry I forgot, the main SM offices are here. 

MOA stands for Mall of Asia, and as much I don't really like the ambiance, especially if it's very hot then your near at the sea.. It's damn huge but it has less airconditioner which I do understand why. But for me, it's not really good place to stroll or walk around. Jogging perhaps. Other I just don't know why they want going here. hehe Don't forget, no signal for Globe and worse for Sun Cellular! Smart only works all the time. Damn.. 

But great thing for MOA is all the things you need or want are there, you can stroll around then eat or treat all kinds of cuisine, you can shop for gadgets, all the SM stores and other stores, even you can shop for a SM condo, buy now! hehe At night, yeah, bars and restos are just at the bay. Great thing is when you are near at the terminal, and there is a fx going straight near at our home, it's easier to go home. 

I mean this place yeah it's nice especially if you're going to work here. After work, just few steps away and you're in to all places you need and want. It is an ideal place for work or living. It's near at the airport or even highway going to provinces!

But for me... Forget it!!!

Ring! Ring!

(Ortigas/Shaw/Mandaluyong)

Yes, it is quite near me. I mean from our house, 1 jeep going to MRT then MRT going to any of the stations, either Ortigas station, Shaw Blvd station or Boni Station. But after that, you need to walk long roads going to either work. Except for Shaw Blvd perhaps but well.. Any good at Shaw Blvd? I don't know. 

Another way going to Ortigas or Manda, G-Liner is another route from SM Centerpoint, just make sure you go down at Robinson's Gallerira. Another one is go to Quiapo, ride those FX shuttles then go down inside Ortigas, either ADB avenue or SM Megamall. But don't go there at night because it's quite dangerous. 

I really don't like the place. I mean, you will exert a lot of effort going there, especially if you the MRT way. Like I've done before, while working in HSBC which they don't have a center there anymore.. It felt tired already once I go down from the MRT station, looking ahead in discovery suites, having a long walk, passing thru a stoney parking lot at Podium then go to discovery suites, ride a elevator up to the 30th something floor then exhausted to take calls. That's what I felt and some days, I just don't want to work. hehe

How about the Boni Station? The cyberpark in Robinson's it's not even a walk in the park one. A lot of effort you need to exert. hehe Even there are some call centers/BPO that I can apply there, I did not attempt even once to apply there. It's just you need to have a lot effort going there. 

All I can say, if you want to work here. Just make sure, you really into brisk walking, every single day of work. You need to breathe and hope you won't be tired going there everyday. Especially if the place of work is inside Ortigas like Julia Vargas or Emerald or PSE.. I suggest take a cab. 


Let's go to Shaw, call centers are near there just across Starmall but yeah, a lot of walking. 

Sykes Asia - One of the pioneers of call center business here in the country. They have 2 sites at Shaw Blvd. One at One San Miguel blvd if I got it right, another one at that World Center across Starmall. I'm not sure if that One San Miguel site is still present but before I used to apply there. I have some acquiantances still working there, but a lot worked there and left. 

They've known before having a lot VL and SL then can be convertible to cash. But basic pay it's quite low before. Now, what I heard they will let you choose some kind of job offer package. One is low basic rate but a lot of premiums such as hazard pay, transpo allowance and other premiums. Another is high basic pay (17k tops but it's still low compared to other centers) but almost less to none bonuses or premiums.

Before they used to have Emerson, then a lot of centers in NCR due to acquisition of ICT but now, due to Emerson bolting out from them, then they also closed some centers like one here near at Hi Top and in Marikina, I'm not sure if there is one there.. They have few operating centers now. 

Accounts mostly US accounts, I don't know if that ad about a dayshift Australian account is true but definitely, they have a lot of US accounts. I'm not sure if Microsoft is still there, MCI I know still there, a financial account which I forgot what it is.. Ah a dental insurance in the US and others. 

All who left only has one common problem, a low pay with no really appraisal or increase yearly. But the benefits is good, maybe except for training which I'll tell later in a different site. There are worse experiences I heard but I'll tell it in a different site. hehe

For me, if you're a call center virgin, try it here but not in the long term. 

TP (Teleperfomance) - Well known call center thanks to their ads showing in Jeepneys and Classified Ads. They have one site situated Edsa Central, but they have a lot of sites situated not only in NCR but way down south provinces as well. 

If I heard it right, but I'm not sure if they have the account there, they have Telstra SME account. What's good about this center, I heard they pay good, better basic pay of sorts. But all who I've known worked and left there, they have one big problem which indeed a problem. Poor payroll system. 

Every payday, you'll experience problems which you will be demotivated, asking why will I work in a company which don't pay right everypay day. Geez, that's why I'm not surprised many leaving there, or many are going there to work or apply but also, many are leaving. 

I'm not sure which are the other accounts, but I'll make a research or make guesses in their different site. But I've known before, they have also local accounts and known for well.. Energy saving center, I mean using electric fans than have air conditioner while working. That is not good. hahaha

Emerson - One BPO company found at the Boni Station, Robinson's Cybergate. Specializes in utilities, equipment of sorts.. I thought they do have a high pay but it turns out not. It depends maybe which department you go through but what I heard, they hire engineers even not board passers so it's good thing for them.

I almost tried to apply there but when I heard the pay of sorts, nah.. 15k tops for an entry level work then going there, what an effort. 

Accenture - The desciption is quite long for this company. hehe But I'll just make an introduction for this one. Yeah, they have a site at Cybergate, and yes, a big BPO company with some call center accounts. They cater a lot or wide range of clients they have. 

However, in this site alone, famously, and I'm not sure if this happens until now. They have always a standby ambulance outside in that building. That's for them! One reason they have like that, and what I heard before, they have a very stressful account. So stressful one. Other facts about this company, well I'll tell it in the other site. 

TELUS - they have a site here at Ortigas, discovery suites. I'm very sure that site still stands there, as they have ads about a CSR position for a Australian Telco account, which I'm guessing Virgin or other telcos. 

SITEL - They had a site in Cybergate which it will be transferred to ETON cyberpod right across Robinson's Gallleria then they have another one which is at Ortigas, around Emerald or Julia Vargas, not sure. hehe I know they are near ADB avenue then you need to walk in some street. 

Famous for having a gaming account, I think that Star Wars, then they have Dow Jones journal, I'm not sure about it but they do have a business newspaper account. They have also a sales account, US account. I'm sorry if I was not able to memorize. hehe Financial account for Capital One if I'm correct..

Before they were Clientlogic which handles DHS Dell accounts but when they were buy out by Sitel, they became big.

Their screening process has a quite difficult interview but after that, it's smooth sailing. For me, I had a disappointing experience. I'll tell that later. I heard and I hope it's not true, that they still have a basic of 12k.. That's terrible, I mean with all the stress you're getting and these days, 12K is very small. 12K salary I experienced was way back epldt days! hehe

One great benefit they have which I know is their Maxicare benefits. You won't need to pay for your dependents as long they are qualified. It has reimbursement and it has around 150K limit for you know medical expenses and emergencies. Although not the best but they have that great benefit which others still stay there. 

TPG - An australian call center specifically for a Australian telco account under the same name which I know they offer big pay around 20k, but yeah.. It has outbound sales, CSR, tech support and worst of all, escalations. Escalations were made due to the fact that in Australia, if you ask to have your telephone service connected, wait for 10 business days. That made a customer asking for escalations especially after 10 business days, paying that connection fee, still customer doesn't have service. Geez.. I know why. hehe

Acquire - The call center situated well, near Sykes.. Dodo is one of their biggest clients, I'm not sure the other accounts they have such as directory or sales accounts. But Dodo, is like TPG in Australia. We can call them, small telco companies in Aussie. Well, they also offer around 17K-20K depends which department you are going to work to. I heard they have great schedule plotting it's like working in a normal job, but I'm not sure if they work on weekends. 

But one thing is for sure, Dodo is a difficult account like TPG. The reason is also the same.hehe

CVG (Convergys) - The biggest, or even the largest pure call center operations here in the country. One of their first and old sites is here at Ortigas. Until now, it's still running. 

They show great ads, commercials especially in print media like what you see in buses. You can see them always in Job Fair and malls.. They are like sari sari stores, they are just around the corner. They do have big sites, no joking.

They have the biggest in number ranging sites from NCR, Visayas and Mindanao and right now, they even have one in Nuvali.

I'm not sure which accounts they have in this site but definitely, here at CVG, all kinds of stressful and toxic accounts that you can think of are here. 


Maersk - It sounds like a pharmaceutical company but not.. It's the number 1 company in Norway, one of the big shipping companies around the world. If you see 12 wheeler trucks carrying Maersk shipping containers, that's them. In Ortigas, I sense that this is the biggest BPO/call center. I mean, it's an inhouse company and most of the people, tenured agents want to go there. It means, they have great salary package and benefits.

Their previous Xmas party, they have Up Dharma Down playing, so it just means they are big time! hehe

They have series of tests, online and paper based.. Yes, if you're applying for an accounting position, you will compute and they will test your skills for that! It was damn hard. 

I passed those tests but the sad thing was HR did not call me even they promised. They have a test which is time pressured, even it's like repeating questions and abstract questions, I don't know how I passed. hehe

I don't know really what's their weakness or problem in that company but what I can think of is their location. I hope their office is at Makati, or QC or different place, just not Ortigas. They are in the same building with Sitel, and they are around 30th floor in a quite old building. It's not easy to go to work with. But do I recommend you applying there? I don't know how stressful but my former team mate is already there and he's having a great time, so yeah, try to apply and work there.

Besides, Maersk really own this one. They handle international accounts, depending which timezone you're working with around the world. As much I want to work there, I imagine myself not working again in all around shifts, like nightshift, and maybe you'll work at weekends. I just want to work in their backoffice positions. Calls, nah.. Unless they have great package but if it's calls, forget it.

Fly by night centers - In Ortigas, it's the home of networking/MLM/scamming companies you can think of. It is! As much SEC is very near at that place, these obsurd companies still working, I don't know why. Maybe nobody is strong enough to file a complaint.

Yes, even in the BPO industry, there are some call centers which runs as long the client stays. If the client wants out, the center closes. That happens especially for outbound sales, hardcore selling call centers. Meaning they live by the day, no sales, no pay, they don't even care about the welfare of workers. 

Horror stories which well, I heard from former workers such as no breaks until you sell, no sitting, cursing TL's especially if you have no sale. OT's that are not paid until you make a sale or if you do make a sale, free jollibee lunch. Yes, a lunch from jollibee that pays you for a whole day. Great! hehe And the most glaring problem of all, the product/service you sell is a scam, and you'll do everything just to get a sale.

Yes, you'll do everything, even fraud just to make a sale and they approve it. There are also companies that are well, sell adult entertainment, I mean through Chat. Wow. That's outsourcing for you! hahaha

For inbound call centers, well.. Most glaring problem is the delay of your salary until you got tired of waiting and resign.

This not only happen for hardcore selling, or inbound cs, but also in other kinds of operations like research, upselling, forex or even collection. There is one building in Ortigas which I'm not sure if that's the name, but I remember it's Orient Square building, it houses a lot of this companies. 

Tips to avoid these companies, just search it first if they are running for a year, or most. They have a lot of clients they handle, or even if they are registered in SEC, BIR, and DTI. And yeah, for example if you're in the interview or in their office already, and it's look like it's bare, agents are not happy and talking about hitting targets or if you hear them getting punished all the time, then get out from there. Don't waste time and talent in this companies. 

Investor's standpoint, Ortigas is a good place to really have your office or call center. To invest into. Near at everything, best schools, MRT, SEC, PSE, great hospitals, a lot of malls from high street to the end market malls... Except for traffic, especially holiday season? Just don't go there. hehe 

Don't forget there are a lot of ways going there, even they don't allow jeep inside Ortigas. Night spots and clubs like in Metrowalk, include as well the ever famous Banchetto food market every weekend which they transferred already. hehe This place is fine but a dude like me living in QC, I just don't like it here. You need a lot of effort going to work, unless if its your dream job. 

For those who live near here? You're damn lucky. =)

I forgot, other centers are here such as Online english teaching for Koreans, Medical transcriptionist which pays a lot for what I heard, WEST contact in Cybergate which pays every biweekly but strict stats, Transcom in tiendesitas which I heard a so-so company but they are still there and in EDSA, RR Donnelly at the middle of Shaw and Boni station which it has 17K less tax pay tops. hehe Ah, Teletech as well, Brady for outbound sales, ah a lot more.. In numbers, they have a lot here including those scammers. hehe

Anyway, these set of places are good. However, it's just me who can't really stand working in this especially in the night shift ones, unless I have a big pay which will cover my Taxi expenses. hehe

But it's a good place to work, especially if you're near and has the time all day to walk and work in these places. I hope sometime, these places will be convenient to work with. 

Ring! Ring!

(BGC)


Now, let's go to the story. hehe 

BGC stands for Bonifacio Global City, which now well a promising district. Bustling will be a fitting word due to massive transfer of business ventures put up here. A lot of companies invested in this place maybe it's cheaper than other business districts such as Makati, or Ortigas. With great scenes and sounds you can feel there because of the wide landscapes and well built city within the city style, does it fit with a BPO employee like me? 

Yes, there are a lot of BPO companies situated here, a new place that they can invest because of the location and maybe the talent pool available here.  As everybody knows, BGC sounds a classy place, and it is. 

I went to this place, not very often, because of some occassions but for work.. After what I experienced, nah... I won't work here. Unless if I have a car and there is no traffic in C5 exchange roads, the fastest way going there from my house. I'll never do what the usual commuters do, from my home. Ride a jeep, queue for the ever slowing MRT, then ride a bus which the only way going inside this enormous business district. 

2 hours you need before you can reach in your working place, if you go below than that, definitely, you'll be tardy.

Here are some known call center/BPO companies situated here.

INFOSYS - Situated at the first and only mall in BGC for now, Market! Market!. Caters usually what I know, US companies, IT ones, then I don't know what is their big account. What I heard they have a good pay, but well.. You need to be near Market! Market!. What I heard as well, they have tech accounts because of the IT accounts they have. In the newspapers says, they have a UK account. I don't know how their recruitment goes. 

TELUS - one of the big call centers, they have many centers here in NCR. They are a canadian telco which has it's own call center/BPO business. There were called Ambergris before. Here at BGC, the account that what I heard is Zynga or that FB gaming account, a back office work. Low pay especially if you're residing outside BGC. I heard that the pay is around 17k with everything on it, like allowance or so, excluding tax. They have great benefits, you get free postpaid plan with phone from Globe which I don't if they still do it, and medicare as well. However, well, that's their account there perhaps with other voice accounts, and recruitment as they advertise, 2 hours only and you'll get a job offer. 

Deustche Bank - Yes, you got it right, one of the leading European and German bank is situated there. A big building they have and it's purely BPO. Meaning I'm sure they don't have voice accounts but they do have like the usual office work, think of working in an international bank. They have weird recruiting process, I tried to send a resume online, nothing happened, walking in is a hassle. However, if you're a graduate of a good business course from a reputable university which is not like me, you can pass here for sure. I've known some of my batchmates worked there, and what I've known, they all left. I don't know why, but well maybe they have a problem. hehe Ah yeah, I heard they pay well, and one surprising benefit, if you're shift ends at night, don't worry for a cab, you'll be pick by a driver using the company car going home. If you took a cab, well, they'll reimburse it. Damn. hehe

But yeah, definitely for professionals, especially with accounting background perhaps. I heard they have freeze hiring for now. hehe

C3 - A new call center situated at BGC, actually this one with Deustche Bank are near with each other. What I heard from one of my former team mates, they have good environment and workplace. She was a QA there, then recruitment was kinda smooth, she did not have QA experience before until she went there, done QA screening then yeah, she got the job. Pay, good for the basic but less for allowance. Location indeed not easy to work with. 2 hours should be your travelling time for persons residing outside BGC. She came from Moonwalk, Parañaque left house 2 hours ago, still became late. Geez. 

I forgot, account there is airline, and telco from UK. I forgot what she said about that account. hehe Sorry. 

Bank of America - One of the biggest banks in the US is here. How will I forget this new inhouse call center situated in BGC, just started a year ago. This one and C3 are in the same building in BGC. Why will I won't forget this BPO? Their accounts are mostly mortgage, personal banking and some chat services as well. I heard, they pay very well around 25K, and yeah inhouse account. However, their recruitment is very painstaking. I mean, they have a hard assessment test from numerical, language and yes, typing skills. Then you'll go for a grueling interview. Damn, when they asked questions I thought they will score you in comprehension or logic or structure of thoughts.. But hell no, they grade you on how you pronounce the words and so, they want perfect english!!! I did not make it to their voice account,they offer me a chat account. Well, I was interviewed by this great looking manager, but she's a terror. Asking me a lot of questions  even my HS days and college days, and I knew at the middle, I hate this experience and I just want to finish it. Although I agreed to be interviewed for the final one but I disregard their calls and forget it. I won't work there! One of my worst experiences and I felt, this company isn't good.. 

Proof? Well, one of my job hunting days, I saw one applicant coming from that chat dept of BOA applying! One of my friends, left her QA or training position, I forgot, even living from a far, worked here as a CSR, 2 months later... She left due to stress. 

Wanna try a spin here? Nah. 

JP Morgan Chase - Another big bank from the US is here, what I know the biggest bank in the US in terms of assets. Anyhow, the most famous call center in the site. I read as well before, they were awarded one of the best employers here.. Hmmmmm Anyway, I don't know how their recruitment goes now but what I experienced before was worse. Although with that experience in Philam Life, they have a good looking center. But anyhow, I was interviewed and as it went along, they started asking what did I do in my VL's, SL's and why I used it so much which it will effect my team's performance? What the hell? Is it a right to get a rest and you informed your TL's before taking a leave? Isn't that a violation? 

I was pissed off and I finished the interview, never going back there. 

Then of course, a lot of sad stories bound there.. Maybe if you asked 10 ex JP Morgan employees, 9 of them will say they were not happy working there. Geez.. Why many people going there? 

If you are offered 25k-40k, US account and shift, and what I know is they increase at least 15% of your basic salary to join them plus other bonuses for reaching targets in your metrics, who will not resist that offer? The one I've known said to me, he rushed for a pen to sign the contract! hehe

Many joined, many going away..

The recruitment process I think is just a series of interviews and tests, according to my previous team mates.. 

Many are still there because of the large pay, but well.. Every peso you earned, is really you will need to work hard for it.

Dual screen monitors used for mortgage LOB's because of some accounts came from banks that JP Morgan acquired through financial crisis. Not only irate customer you will experience, but toxic customers because of course, you will be dealing customers who will be losing their houses. Auto loans, credit card accounts, even premium accounts which deals to their rich clients who doesn't know how will invest their money. 

Add to an environment which is not really worker friendly.. Not the facilities, I heard their facilites are great, but the working relationship, nah, politics and pride indeed.. I heard one story from my previous co trainee that because he was just not comfortable with the team, like going or eating together but he's doing his best to contribute.. He was left behind in a team meeting for 3 hours.. His team mates are idle, him.. Taking calls, cursed and crushed by toxic customers. 

Oh another one.. hehe While applying for abroad long time ago, I was able to talk with one of the applicants, he is working here with JP then decided to apply for abroad or just want to get out with JP because of the toxic work environment. He just can't take it anymore due to stress and very strict guidelines there.

Another proof, besides with a lot of I've known former team mates and friends came from them, how about, the ones who has a drinking session at lunch near mini stop at Insular Life building, saw their ID's, of course they are coming there.. Everyday. Isn't that scary? That's how stressed working here.

So, if you can really swallow your human life in exchange for great money but great toxic work life.. Are you in?


There are a lot of centers stationed here, which I don't know exactly how many or who else but others I know Sutherland, Harte Hanks if I got it right.. And other corporations as well..

Great place for living indeed because you have access to serendra, malls, Mercato central,  the great St. Luke's Global City hospital and other establishments. If you're a fitness buff and you want to run in the morning, then jog the whole BGC everyday. hehe Then yeah spacious place, not that crowded building type,then are you a party goer? Some of the best clubs and dining experience are here as well..

However, as much great things it can offer, for me or even you living far away, I can't really suggest working here due to it's distance and traffic along. If you're living near here, I mean if you can live just beside BGC, this is perfect for you. 

But well, if you're job hunting and you live so much far here.. Just forget the place. 

Oh I hope they allow Jeeps or mini cabs like in MOA to really go around the place instead of that only bus route which is so slow and you'll be late indeed.

Rushing for 5 minutes before logging in  like we always do in other places like in Makati.. Won't save you. =)

Ring! Ring!

Final part

(terms and definitions)


QA - Quality Assurance is the meaning of this two letters. It is defined checking quality of your work or call. Of course, the people behind it are called QA specialist, QA supervisor, QA team member or simply QA. They are not your friends when it comes to work. They will be your gatekeepers, your enemies and yes, they will say it's time to go. Although that's the case before, now their responsibility comes down to simply reminding us to keep up the scores. They also assigned to do calibrations of process and coaching to agents. As one of my previous OM says, it's the most boring job in the company. How can't I agree? All you do is to listen to calls of all the agents you are assigned to and evaluate them. Not only that, you will also do some reports and well, scold some agents for poor work. hehe But I love that role, well but the problem is you will not have that many friends in the production floor especially if you're kinda strict. However, as an agent, you need to check this metric.. Because if you don't or you've been careless about your QA scores (some of the centers have QA and NPS seperately), then be worried about staying in your job. 

NPS - Net promoter score. A new way of checking how the company really connects to customers by having a scoring system involving promoting the company to others because of the outstanding services they got. Or should I say, for better wording, customer experience! hehe Anyway, this new metric that it used now by almost all big companies are sweeping the industry because of its complexity. I mean, why score people who will say I love this company because of great service, I'll promote this to my family and friends which most of the time not true. Definitely, I believe, this metric won't really convert like those companies believe sales or expanding business to new customers but this. With harsh financial times and competitors doing great marketing strategies other than customer service make this metric simply unbelievable. In fact, for call centers, this metric will be a burden in the future. Remember, this metric is right minus wrong. For example, you get a score a positive 100 in one call but you got a total average of -100 for 3 calls, it's negative score in your NPS and you will need a lot calls to catch up and make it positive. Sad to say for those negative calls even it's not your direct fault why the customer felt that way, unlike QA you can dispute it, this one.. No dispute, it's final. =(

alam na - you know what to do. hehe You know what will happen in your call/work. 

Open door/Open book/transparent policy - Meaning, the center has this policy that you can say whatever you want to say directly to the higher ups. Well, it rarely happens something happened from above doing this as a reaction to a certain problem. But well, because of the diversify nature of this industry and the needed efficiency of the business, they have this. 

Higher management - These are the positions that well, manage all down under. Like director, SOM, Call Center manager, Account manager, CEO, CFO, or sounds something executive in the position title, they have authority and they rule. But nice thing about the industry, you can call them just the first name or nickname, or just call them like I do, Boss and then name. hehe 

Workforce management/Resource center team - This is the team who responsible checking the headcount of the center. This where all kind of reports are generated from AHT, absenteeism, tardiness, QA, VL, SL and other stuff that the higher ups wants to see. They are also who reminds that if you're in a long call or if you want to set up auxes or meetings and yes, breaks as well. They give you the schedules for your work and determine what schedule you'll be working with. 

HR/Human Resources/Employee relations - This is one of the integral parts in a center or any business perhaps. HR department. They are the ones who release payroll, disputes in payroll, plotting of VL which now you need a reason to rest!! SL, sanctions, performance appraisal, parties to set up, rewards and recognition and a lot more they do. Geez, ah I remember if a lot of agents visiting HR everyday, meaning the company is not really good. I just realized that. They also execute policies or mostly admin work, especially processing loans from government or private banks. They can be your helper or worse, tormentors especially if they lack of competent people. hehe Ah don't forget, they also the ones who screen the newbies, like hiring/recruitment.

The Account -  Of course, this might be long.hehe But nah I'll give a simple explanation of this. A BPO/call center cannot work without the account. The account meaning it can be a US which is the most stressful kind of customers you'll have.. UK! A great account because of their pleasant accent and intellectual customers. Just be careful how you sound and 2 accents that until now, I can't understand. Scottish and Welsh. Bloody hell. hehe

Australian which for me, the easiest to work with, the understandable accent they have and just as intellectual like the British but can be harsh or if you're lucky, racist. But not all of them of course, around 5%-10% of my calls are quite hard to deal with. But definitely, they're fun to talk with. 

The account can be a telecommunications from mobile, landline, internet or even TV services, financial services like banks, IT services like computer after sales service or troubleshooting help, sales of certain products or services, hotel reservations, online reservations, even online gambling and a lot more I can say that can be outsourced here. For a detail account of it, check the next chapters later. 

One tip for newbies, just grab an opportunity to work in any account to see if you really feel working in this industry or to the said account. Just enjoy working one and if you feel stagnant or stressed, there is a lot outside. hehe

Tip for veterans, just avoid US accounts. Even the pay is really enticing and huge, but now, the stress and health concerns about working into it are not really rewarding. Better find a dayshift or midshift, and yes, avoid telco accounts. That's a truth! hehe


For now, I know I missed a lot terms to write here but at least I covered around 50% of it according to what I've experienced. 

The next ones will show what I've experienced and yes, places/companies that I can recommend  or rant as well or even what I heard about them. Just wait for the next chapters, they are quite revealing. =)

Ring! Ring!

(terms and definitions)

part 3


Wit!- it means, no. hehe

AHT - Average handling time. This is the most common measure that a call center/bpo used when checking the productivity of an agent. Like it or not, this is the most important metric they'll ever check if you want to live in your job. Although some call centers give some leway in this, most of the centers don't, especially the outsourced ones. Geez. Don't be surprised if they give a higher target, I mean shortest of calls even the account is very freaking hard, they don't care about. The usual computation for this, talk time plus hold time and ACD/ACW. 

Keri - meaning you can do it, go ahead and yes. 

Escalation/sup calls - of course, number one rule in an CSR role is to avoid sup calls or escalating to an TL because it will affect your AHT and disrupts your TL's work. Worse, and it's true.. Some TL's even they are paid to do it, avoiding sup calls. Worst is your TL can't be found. But not all TL's are like this. hehe It happens in every agent, even me. But anyhow, if you're a veteran, you know what to do. First attempt to calm down the customer and give what he wants if possible, and still if the customer is quite agitated and asking for escalation or more, try to de-escalate and use some reasons. Usual reasons, TL is taking other calls, TL is on a meeting, TL is not around but will call you back in 2 hours. If you're a customer and you hear this, please understand, it simple as TL is not available to answer you. If the customer insists and threat to go to court, ombudsman or legal action, get your TL right away! Once you speak to your TL, give the reason for sup call, what happened, what did you do and tried to do to the customer and the mood of the customer. If TL says yes, step out, and let TL do the job. 

Reliability/Attendance/being present - this is of course, in any kind of work, meaning your presence at work. Even most of the centers consider attendance is a small portion of your scorecard, this is the most important metric in a job. Of course, you cannot reach other stats if you're not present at work. A tip for you, if you don't really like the job, just please inform TL you'll be gone. Because an absent of a team member in a day, really makes your TL in a bad mood. It will affect the stats of the time and will get some spanking from higher ops. But if you're into this industry, and you want to survive, forget the other stats, just be on time and present and it will help you along the way of having perfect attendance. Take it from me. hehe It does help especially if your stats are just falling down.

Absent/Absenteeism - simply not going to work for a day, unplanned and yeah, just making excuses of not going to work. I've experienced a lot of excuses why you will not go to work. TL's have heard all the kinds of excuses of agents not going to work. Ranging from agent got sick, to family emergencies, bereavement, to simply I'm not feeling well but the truth is, the agent is looking for another center. =)  Don't forget always to inform your TL that you'll not going to work because to avoid tagging you as NCNS (no call no show). That tagging, you don't want to see that in your file, because it stays for a long time and 3 NCNS incidents, you gotta find another job. If you got sick, don't forget to have a medical certificate ready when you go back to work. If you're not really sick, just be sure, you've enough cover to show that is the truth and not the all the way around. hehe This metric is high especially for US or night shift schedules. Why? It's better to sleep and give yourself a rest than talking to angry customers. Don't also forget to inform your workforce team if you'll be absent. 

Tardiness/Late - Logging in not on time, for example your shift is 9pm, and you've just log in at 9:05pm, you're late for 5 minutes. You can be late sometimes, but not everyday, or every other week or yeah.. Avoid being late most of the time because it may triggered as absence or worse, be suspended or terminated. To avoid this, simple advice, try to estimate your travelling time from your house to your work. Especially for those who is working very far from home, try at least going out from home 1 hour before your log in time. Or if you can 2 hours so if there is traffic or what happened along the road, you won't be late. It will also make your TL mad if anybody will be late. By the way, most centers, if you're late by 2 hours, or some 1 hour, you might as well not go to work anymore. You might be tagged as absent. 

Tools/Product tools/system - This is the term used meaning of what do you use in serving the client. What kind of tool you use for billing, or tech support, or adjustments/credits, or even tracking calls. Each center has different systems used in serving their customers. Don't be surprised if some still uses msdos systems. Some used siebel which is always lagging behind in reboot. Or others web based systems meaning it's like visiting a web page. Others use Citrix, virtual desktop type, meaning you have a live desktop and this one launches another desktop to have the specific tool run faster. Live with it that is slow which depends what kind of computer you use. Some centers don't upgrade their computer desktop so the tools are damn slow. Or other centers, well, IT is there to fix the problems of the tools and upgrade the software. I know it affects such productivity of an agent but well, gotta live with it and there's nothing we can do about it. There is no perfect system or tool. Nothing is perfect perhaps. 

chos - if a person says this to you, it's like an expression it's a joke or something unbelievable. 


Next will be the last.. 

Ring! Ring!

(terms and definitions)

part 2

I thought one part is enough but it's not. Let's continue! It might go for another post.. 

Headset - it's the thing that is capable of listening to your customer through the ear speakers or what it is and it has a mic to let you speak to the customer. Usually the centres uses platronics or other brands for these headsets. Just be reminded, be careful with them! Be sure to return them or use them in the right way because if not, you'll pay for it. It's pretty expensive. Ah yes, it maybe 2 ear headset and yes, some call centers have 1 ear headset. That one is not easy to use, I better tell you now. Beware of those. 

Phoneset/Hardphone/Avaya - it's the phone handset itself. It's the phone that lets you get the calls, control the volume of the calls and yes, helps you to set the aux (after call and other auxes), and auto-in. It has a timer in handy to check how long you are in the call and it assists to transfer calls to other departments. It can also helps you to make conference calls if needed. Avaya is the number one hardphone used in call centers. Most call centers prefer Avaya, some cisco which I haven't use one and worse but prone friendly, Aspect. I think only one call center uses Aspect, it's quite old you see. It's like a big calculator in a form of a cash register. Ah for these days, they disabled the mute button for the hardphones. Well, for QA reasons perhaps. I can say it's stupid. =)

Softphone - some call centers doesn't have hardphones for cost strategies. Softphones are programs that enables user to use the headset without the physical hardphone. You can transfer, take calls, make calls, conference calls and others, it's like using with a hardphone. It has limitations like no mute button for it. But many call centers are going into this type of managing calls, why not? It's cheaper and space efficient. But for agents, like me, it's crap. 

Auto - in/log-in - these words are the dreaded words that a CSR or any call center agent doesn't want to hear. Even this is the reason why a call center pays us big..  It's like your sacrificing yourself to the wolves. Press that in the hardphone or softphone and you'll take calls. Prepare for the worst and least of the best of your customers. You're lucky if you are idle, avail. But nah, that happens rarely. Poor us.

Avail - it's a span of time that you're doing nothing because no call coming through to you. Agents love to hear this and it's the first word they pray after they auto - in. Hoping for some idle time and relax which of course, not always happen. 

Queuing - second word that a CSR or agent doesn't want to hear. Meaning a lot of callers/customers waiting in queue, waiting to answer their calls, complaints, requests or simply their inquiry. If you see this or hear this from your TL, you need to manage your calls because the centers wants you to eradicate the queue. The reason is well, if we are to answer more customers, centers getting paid for it not for dropped calls. Anyway possible. Yes, anyway possible. For me, I'm fine with the queuing because, I can take some time for a customer's call then have some delays until I reach my breaks or lunch. But yeah, this is draining, adding pressure and stressful. This is one of the factors why our job is not really simple. Consistently serving customers all of them, in the fastest time. 

Breaks - this includes 15 minutes break and lunch. Usually in a 8 hour shift, you have 2 15 minute break and 1 full hour of lunch which is not paid. Be sure to take your breaks not only because of adherence or TL says so. You need to breathe and think of rest. Please..

Adherence - an act of following your schedule of the day, from taking calls in a span of time, following your breaks and lunch and even logging out. 

Log out - another word or happening that a CSR or agent prays. It's the end of the shift, or nearing the end of the shift or even your lunch or break. You're lucky if you're in a long call and approaching your log out time? Good job, you don't have to worry getting overtime. But if you're in avail and have 5 minutes left before logging out, sorry to say.. You need to take one more call and pray it's not a long call. Well, as passage of time, I always do the first one, prolonging the call until I log out. =)

Calls - I almost forgot, yes, there are different types of calls. Inbound which is you are the CSR/Agent, you take a call from a customer/client. Outbound is you call a customer/client for something. Either way, an agent can be good at it. I admit, I'm good at inbound call taking because most of my experiences are in this type. Calls can be also short or long ones. It's self explanatory. 

ACD/ACW/Aftercall - this is a somewhat aux that allows a CSR/agent to finish his notes or what to do in an account. Be sure that if you're in this state, finish your tasks at hand fast and don't be lazy to forget this. If you are in this state for too long, your stats will be affected and get some spankin from your beloved TL. This one really helps if you're nearing break or log out coz it has an allowance of 3-5 minutes. So, after a long call or short call and I have 3-5 minutes before my break or log out, press this one. You're Saved from the wolves! =)

HOLD - this is the part of your call that you put the customer in a musical session or silence spree while you're are doing something to finish the customer's inquiry. Or sometimes, talk first to your team mate about gossip. Even your TL, asking for approval of credit or dispute or have some chit chat first. Or worse, use this to breathe after talking to a naive customer or an irate one. I use this also to prolong my call until I reach my breaks. =) As long you are sure that when you go back to the customer, the call will be finished. There are four steps and rules in putting the customer in hold. Ask permission to the customer, explain why you will put the customer on hold, put the customer on hold then come back and say thanks. Don't forget set expectations how long the hold is. Threshold for hold is 2-3 minutes but it may take longer especially for complicated cases or calls. 

chaka - a gay lingo word usually used, even in the floor about a call which is very bad or worst. It's a form of expression especially for those customers that are quite bad. Or even stupid ones or naive as well. It's like a wasted time talking to them and made your day bad. 


I guess, there is part 3. hahahaha