Team Call Center

A Joker Caller

2011-12-10T02:59:00.001-08:00

For the past couple of days, I think I have to say it here, I was, and still am, struggling to find something to write about. And the harder I try, the worse it gets. So I decided to calm down and try my best not to get bitten by the stress bug. So I just let it flow and see what we'll get by the end of this post. No rules. No Grammar Laws. Smiles.

First thing came in my mind was this old man who called about his problematic cellphone. I was in the process of getting into the system finding the cause why he could not use his brand new phone. And because we were encouraged to avoid putting customer on hold for it affects our stat for availability, what I do is I tell customers that I need to work in silence. That if they have questions, they can feel free to ask their questions.

Now this customer was kind of funny, I think that would be the right word to describe him. He said he had no questions but he had a joke for me. I was like, okay..? So I continued troubleshooting his phone as he continued his joking session with me. So I was half-listening to him. But his joke was, well funny? I think. He said something like this:

There was a very old man who could not pee. This very old man went to see his urologist. The urologist asked him what was the problem. The very old man said, "Doc, I could not pee." Then the doctor asked him, "How old are you?" Then the very old patient answered, "I'm 92." And the doctor said, "Oh I see. Well, you have peed enough!"

Then my joker/caller laughed as if he had told me the funniest joke ever created in the history of mankind. So I forced a laugh there. Well, somehow it was a sincere laugh because I thought that was funny, right? Was that funny? What do you think?

Feel free to leave a comment if you find this joke funny. Well, I don't think I'll get comments from this post but who knows? He-he. Hope to hear from you. :)

Meet Ms. Beautiful Smile

2011-03-16T18:28:00.001-07:00

“Nan, please do something admirable…” For the nth time I heard Saundra asking me to join that blood donation project of EEC or Employee Engagement Champions in Convergys. And again, I told her that as much I wanted to share my Class A blood, laughs, I could not do so because I tried it before to help a friend of a friend in our church. However, a couple of medical technicians from Asian Hospital told me after dissecting and damaging my, ehem, delicate nerves in both arms that the needle they had for blood transfusion was too big for my veins. Err, I was like about to pass out making myself believe that I was brave enough to conquer my fear of…needles. But hey, the needle they had there was not just simple needle. They had NEEDLE! If they were comparing injections with Ant’s bite, wow, that must be a huge ant they were referring to! And there was Saundra, and Lorie, reminding me of my supposedly forgotten past, laughs!

But Saundra has this special talent that when she gives you her ever-beautiful smile, it is as if there is no other way but to say YES. Well, that didn’t work for me after flashing the memory of that giant needle.

And yes, we have Saundra Joy B. Villaester in the house as the second featured agent from Team May. When you enter a room, no way you will miss the smile of Saundra. She is always smiling. She easily gets my joke. Laughs! She is one of the best people on the floor. And here is the funny conversation I had with Saundra a.k.a. Sandra Parker.

Ms. Beautiful smile

Wow. Kelangan ba talaga ‘to? haha.. Naku, wala akong matinong masasagot. Ha-ha. (Do I really need to do this? Laughs! Err, I don’t think I could give you good answers. Laughs!)

Fernand Yim: Please tell something about yourself? (Interview? He-he)

Saundra Joy B. Villaester: I'm tall, dark, and handsome. Yuck, lalake . Ha-ha. Peace, Nan. Typical girl, sensitive and seryoso ako kausap. Kung gusto mo tumawa, hindi ako ang tamang tao. Ha-ha. But I always smile. Mababaw kaligayahan ko pero mababaw din luha ko :)

Additional info na baka makatulong sayo, haha:

I love singing so much. I'm a choir member since elementary until college. I like flowers (especially yellow ones--fave color is yellow). My fave food is sinigang. I love chocolates. I play guitar and a bit of keyboards. I love reading novels. Roman Catholic. I love Sudoku. I love to sleep. Slam book? Ha-ha.

Aside from being a great singer, she also plays the guitar next to...trash?

F.Y.: Why did you apply in Convergys?

S.J.V.: I actually applied as an HR Associate in Convergys Sta. Rosa. I did apply because I wanted to pursue my career in human resources in a well-known company. I was interviewed but I never got a call after. Then I have this friend who is really into call centers and applied in Convergys Alabang. It was her final interview after a week of training. She told me stories about how fun the English training was and asked me to come with her on her final interview that day. And so I tried my luck, since I never got a call for an HR post from Sta. Rosa, maybe I could start as an agent. I went with her as a walk-in applicant and passed my always-ready-resume. This is my after college life's second job interview (1st in CVG Sta. Rosa, ha-ha), and right there and then, they processed my application and the next day I signed the job offer. It was really a very quick decision, because I never thought of applying as call center agent. But after all, as long as I'm part of Convergys, whatever post, I’m in good hands :)

F.Y.: What do you like and hate about your job? Can you tell more of your job?

S.J.V.: Aside from loving my graveyard shift (because I wanted to get a fair skin, ha-ha), I like the feeling of being of help to other people. It's like fixing their lives. I love showing I care to the customers (this is true) and hearing them say they appreciate what I did. So every call for me is like saving their lives. But the worst part of course is that you did everything yet it's still a sup call. HAHA! No, seriously, what I hate is being a shock-absorber or a yelling-couch of the customers, oh well, we all do.

F.Y.: Aside from taking calls, what else do you do in Convergys? Can you tell more about EEC?

S.J.V.: Teasing Lorie is my hobby in CVG. Ha-ha. I'm also part of the EEC or Employee Engagement Champions. We help the management to plan and execute activities for employees. I joined not merely to enjoy while I work, but to make our employees enjoy their work and stay with us.

Can try do some cover up but that smile will shine.

F.Y.: On your rest days, where can we usually find you? And what are you doing?

S.J.V.: At our home, John's home, friend's home and God's home :)

F.Y.: On a regular day, who is Sandra Parker?

S.J.V.: Saundra Villaester-- daughter, a friend, a lover (I think I know whose line is this, ha-ha)

F.Y.: Why Sandra Parker?

S.J.V.: Apart from Sandra Parker sounding really nice for me, I really love Spiderman movies (Great power comes with great responsibility). And to top it all, to combine it with Fernand King… ParKing, ha-ha. Saundra would cost me a lot of time to spell for others :)

Shy?

F.Y.: Aside from John, who is your other crush we don’t know yet?

S.J.V.: He-he, Uhmm... Let’s keep it like the way you don't know it. Ha-ha. I don't have any other crushes. John is the only one who makes me love my work more every day. Ha-ha!

F.Y.: Any career goals?

S.J.V.: To be part of the Human Resources team in God's time.

F.Y.: What do you do best?

S.J.V.: I always do my best in everything I do. Ha-ha.

F.Y.: Any weird talents?

S.J.V.: I have seconds-before-it-happen premonition.

F.Y.: Any funny experience/s in call center? Off and on the phone.

S.J.V.: Off phone, when Ellen and I were talking to Jeh in our vernacular, he thought his Avaya was on mute and so the caller asked "What language is that?!" ha-ha!

F.Y.: Any advice to those who are considering call center jobs?

S.J.V.: If you are planning to apply and work as agents, take a dose of anesthetics, so you won't feel the pain. Ha-ha.

F.Y.: If you did not apply in Convergys, where do you think you are right now?

S.J.V.: At home. Chos! Ha-ha. ABS-CBN's Training Coordinator or Meralco's Human Resources, or a business woman.

F.Y.: Any far-out dreams?

S.J.V.: To be the America's Next Top Model. Ha-ha! Far-out, right? Ha-ha. I actually wanted to own and manage a five-star hotel.

F.Y.: Why do you think you were hired?

S.J.V.: He-he. Why shouldn't I be? Ha-ha. This is my destiny; I’m destined to help Convergys. Convergys is engraved in my name. Ha-ha!

F.Y.: Can you tell about your current stats?

Always funny. Life is fun.

S.J.V.: Please… uhm… Let’s not talk about availability. Ha-ha. But my scorecard for the past two months is at 4.00!

F.Y.: Who do you look up to in Convergys?

S.J.V.: TL May :)

F.Y.: What do you say about people you are working with?

Where is John?

S.J.V.: They are fun, sweet and inspiring. They make my Convergys work worth keeping :)

F.Y.: If there is just one thing you want to be gone for just one day at work, what is it?

S.J.V.: Pound 9. Ha-ha!

F.Y.: What do you think can be done to better your job? Keep your goal in mind, push for it harder every day, and pray.

Superhero Personal Info:

I graduated valedictorian during elementary in Infant Jesus Montessori, graduated in Muntinlupa Science High School, BS Psychology in UST. Fave quotes "We value words of appreciation so highly because so much of what we do seem to go unnoticed" and "As long as you do what's right, nothing could go wrong...with HIM on your side".

Meet Mr. Discipline

2011-03-11T18:30:00.000-08:00

"I live not believing in perfection, cause with that I continue to strive for it." - Jeremy Castro

My shoes looked dirty. Even though I had washed them three times already before I went to Convergys on the first day of training - the very first day of my Convergys life.

Yes, I was nervous but I felt like more excited than nervous. After all, it is Convergys. I am now a Convergys guy. I still love Teletech and Sykes. But this is Convergys.

I tried convincing myself that my shoes just looked fine. They might look dirty and all that but that's how I liked them to be. Didn't want them to be over-cleaned, you know what I am saying. They were just fine to me.

Then someone wearing a pair of all shiny classic leather shoes walked in the lobby of Convergys 1, joining me and the rest of the new wave trainees that day. The guy had every strand of his hair in right places. He looked smart and aristocratic. He looked so clean and neat. So unlike me that my dirty shoes got easily intimidated. I took my body-bag off my lap to put it down and to cover my, ehem, then shying shoes!

"Rich kid." I whispered to myself. "Looks like call center virgin. Hope he survives the call center jungle." I added as if having real conversation with someone.

Days later, I learned his name is Jeremy Lowell Castro. Err, even his name sounds elite. So that was my first impression of Jeremy or Jeh as we fond of calling him. He is now the pride of our wave, the Wave 20a, and of Team May.

I never met someone who doesn't only live discipline but breathes it until I met Jeh. He made me realize how un-disciplined I was (Or am?). Many times I wish I could be a bit like him. For someone who just graduated from college, no working experience, and in a matter of nine months, he has now been promoted as...err, can't remember the exact position he is now holding. It levels to manager, something like that. His direct boss in from US. Writing this here makes me remember the Greenwich commercial, laughs! He is very inspiring. He is not only a big dreamer. He is also a big achiever.

Here is more of our conversation.

Fernand Yim: What were your stats?

Jeremy Castro: For LH, which I think is the most important stat, 0.00%. For QA.. Before I went to ABAY, I got a 100, and then I got a 95, but TL May disputed it cause of the markdown for repeat call indicator, they tried to listen to that call again, then they gave me a 100. That made my average a 100.

FY: What you like about your work as an agent, as ABAY, and now with your new job?

JC: As an agent, I had fun taking in calls cause it developed my communication skills.

As an ABAY coach, I had a great time supporting, developing, coaching the transition agents.

As for my new job, I know eventually I'll find a way to enjoy it.

FY: What do you like about Convergys?

JC: The way they take care of their employees. They know how to develop, they know whats best for their employees.

FY: Why did you apply in Convergys?

JC: I remember, it was a week after my graduation, I was cleaning our car.. It came to my mind that, "Hey, I'm a college graduate already, why am I still cleaning our car? I need to be productive." That day, I went in front of our computer, typed in Jobsdb.com, sent my resume to all of the good companies. Then on that same day, someone from Convergys called, then he told me to bring my resume, ID's, etc, so that on the next day I can apply already. That's what happened, and it was all because I didn't want to be stuck at home doing chores.

FY: Who is the most influential person in your life now who contributed in your success?

JC: My Mom. (Very safe answer there, smiles)

FY: And I didn't give up so I asked this, 'What inspires you?'

JC: The fact that everyday, there's a possibility that something great and amazing can happen if you just give everything you've got. It's the way life gives back.(Err, another safe answer.)

FY: What do you do if you're out of work?

JC: Out of work, meaning out of shift? Stay in the office. :D I spend my time with my family. I try to relax by eating out. Watch a movie. Play computer games. Exercise with my trusted jump rope. Go to church.

FY: Who is Jeremy Castro on normal days?

JC: A son, A friend, A lover.(A lover...hmmm...smiles)

FY: Any future plans or goals? Any dreams? Wild or weird dream which could be so-not-Jeremy?

JC: I want to reach the highest possible position in our company.
I often dream about flying.
I want to be a Rockstar. :)
(I could relate with becoming a rockstar. and I also dream of flying, many times!)

FY: Are you still counting your calories?

JC: I don't have time to count them anymore. But I make sure that every week I still have time to work out, even for just 30minutes.

FY: Any hobbies?

JC: I play computer games, currently I enjoy playing NBA 2k11. I work out. I draw. If eating and daydreaming is a hobby, you can count those in. (Err, didn't even know what was that...smiles)

FY: Anything we don't know yet about you which you may want to share with us now?

JC: There are a lot of things even my mom don't know about me. :)

FY: Who and what do you miss in Team May?

JC: I miss Team Meetings, Post shift huddle, QC reminders, Coaching, Training Offline, Team Building, Monthly Awards. I miss Nikka's questions, I miss Dan and Nan's jokes, I miss Saundra and Ellen's stories, I miss Arjie's put-customer-on-mute-just-to-say-mr/ms customer-its-your-fault-thing, I miss Laine's rapport, I miss Mina's craziness, I miss my QA partner Gay, I miss Danix and Kat's pcs. I miss TL May. I miss everyone.

FY: Any advice to those (like me) who want to follow your success?

JC: Keep your LH at 0.00%.

Stick with the rules.

Be humble.

Keep your words soft and sweet just in case you'll have to eat them.

Success seems to be a matter of HANGING ON after others have let go.

ORA et LABORA ( Prayer and Work )

Do your best and God will do the rest.

FY: Anything you want to say?
JC: Team Building? :) I love you guys! Take care! :)

Good job, Jeh! Keep up the good work! Five Star for you!

Keywords:

LH means Lost Hours counting absences and tardiness.

QA means the quality score.

ABAY stands for Academy Bay which is about assisting and preparing the trainees from training to the actual job.

Things That We Do In Call Centers To Spice Up Our Busy, Or Sometimes Not That Busy, Working Lives!

2010-11-20T12:58:00.000-08:00

1. We chat. That's right. Even if we already have a call. Assisting a caller doesn't stop us from chatting next to our seatmate. That is what the mute button is for.

2. We eat. Yes, it is okay to eat on the floor as long as the food doesn't smell. From this habit, you will notice that there are two groups of call center agents. Those who keep gaining weight as the volume of calls increase. And they don't care. Anyway foods, or eating, are very effective reliever of stress. The other group is those who live in the gyms. I don't think there is a need for me to explain that further.

3. We play cards. When I was still with Teletech in Lipa, while taking calls we were playing cards. It was fun. So much fun. Of course, that was when the gods were not on the floor.

4. We draw. We draw whatever we feel like drawing as long as there is a clean sheet of paper and pencil handy from Boss Ivor's drawer. When he reads this, he might stop wondering why his pencils are missing.

5. We call each other using the Avaya, the call center phone. Of course that is not allowed which makes it more exciting.

6. We do coloring. Some of the agents bring coloring books and they color them, of course, with crayons.

7. We drink. That's right. We, or I, bring flavored Vodka on the floor inside my spill-proof mug. That is not allowed which makes it very exciting. The thrill that you might lose your job any moment, that was priceless. If you got caught, from priceless, you become jobless. Err.

8. Talking about other people lives. They, not me, love to talk about who flirts with who, who hates who, who likes who, and all of those who-verb-who's.

9. We flirt. There are so many good-looking people in call centers. So many of us, err, of them. Hey, it is my blog so let us say 'of us', OK? Laughs! So there, you will see him dating her today, then by tomorrow he is dating another her, or a him. Err.

10. We do fashion shows. There are so many call center agents who are so good when it comes to fashion. There are so many beautiful people that to some point, you feel like you are one of them. Really. Some are totally outrageous, like you can't explain what they are trying to express. What era they have come from. Like, oh look, Goku comes alive! How about Piccolo? Err. Name it, we have it.

11. We are one-day millionaire. We earn a lot and spend a lot. That explains it. Many say, I'll start saving money next payday. Two years have passed by, we are still saying that.

12. We do the dirty things. They do the dirty things. I just watch. Laughs!

Obama Will Fix It!

2010-11-13T08:45:00.000-08:00

Scenario 1

Agent: Mr. ****, we didn't receive a payment from you on time and as a result, a past due fee was already assessed on your account.

Caller: I don't give a f*** care, Obama will fix it.

Comment: Adik ka, Sir.

Scenario 2

Agent: We only process your payment once we receive it. And we understand that you sent your payment a week earlier before the due date, however Mr. ****, we don't have control over the delivery of your payment.

Caller: And so do I. I don't have control over the delivery of my payment. I'm NOT the President of the United States!

Comment: The caller has a point. A lame one. Adik.

Scenario 3

Agent: OK, let me repeat what I just said. (And she did.)

Caller: What!? Do what now?

Agent: (Sighing after pressing the mute button.) Mr. ****, I was telling you…

Caller: What fees?

Agent: (On mute) Mamatay ka na sanang matanda ka!

Comment: Bad agent. Anyway it was so funny!

Scenario 4

Agent: What city and state, please.

Caller: What?

Agent: What city and state, please.

Caller: What?

Agent: What city…and state…please.

Caller: What?

Agent: (Now irate) What city! City! City!

Comment: What a st**** caller.

Hey, Thank You!

2010-11-06T10:53:00.000-07:00

I am very pleased to know that there are people who are reading me from here. I t has been a long time that I did not write for Team Call Center. It is because I lost my heart to continue writing here for I thought no one was reading me from here.

But I remembered the very reason why I set up this page, and that was to share and to help as much as I can. I appreciate the other sites re-posting my posts even if I was not aware of it.

To all the readers and my one follower, I thank you so much. I promise to write more once our computer is fixed at home.

Again, thank you.

3. Just Got A Job

2010-03-29T05:03:00.000-07:00

“How do you see yourself after five years?”

The interviewer in impressive casual suit asks me. I am a writer and I know the answer to that question. They are not really interested to know my goals in life but they want to know if I am planning to stay with them for the next five years of my life.

In my head I want to shout, I want to be the first placer for Elite Writing! But instead I hear myself say, “Will there be vacancy in your position by then?” He laughs at my reply as he slightly taps my hand on the table, while I give it just a simple smile. Bading ata ‘to, eh.

“Well, we would be expecting you tomorrow for the newest batch orientation. You’re the last person to get included in the team, you know.”

See, everything in this world is about writing a good script and of course, you need to learn to act them well. I look at him in the eye as if asking something but can’t say a word.

“Yes, you just got yourself a job. Congratulations!” He says happily. The last word he said has betrayed him. Its pitch is too high for a straight man. It seems to me that he is happier than I am. But then again, I continue my acting self.

“Wow. Thank you!”

“You’re very welcome. Just don’t hesitate to invite me in your team’s first night out.”

“Sure, why not.” I say. Err, asa ka pa.

“Mr. Park?” He calls out as I turn for the door.

“Yes?” I ask in confusion.

“I like your pants. Good cut. Your front looks really impressive.”

Don’t say one more word or I will kill you. “Thank you.”

I quickly reach for the door before he can say another word to me.

Wow. I now have a job. I still don’t understand what made Joey, my best friend, think to do all this. I know he is worried about me after I ended up only as a second placer in Elite Writing yesterday. He has his own style of cheering me up. He knows that I need to do something else to move on from a defeat. He also knows that I need to earn money before the next pile of bills hits my door.

Life is really full of surprises. Who would know that by next week, I will be working in the same call center company where Joey works as a supervisor for a financial account? It must be exciting.

My cellphone vibrates. As I look at it, there is a message from Joey.

“Libre mo ‘ko mamya.” It says.

Wow.

I send a reply. “Who you?”

2. Moving On

2010-03-29T05:01:00.000-07:00

The green wall clock ticks 11:30AM. I know it is almost lunch and I am still lying on my bed. Actually I haven’t slept yet. I couldn’t sleep. Dreamland might have stuck in someone else’s head that it didn’t visit me last night.

Wow. I couldn’t still understand what on earth had made that Luis, that loser from high school, got the first place in short-writing contest sponsored by Elite Writing, the famous magazine for writers in the country, yesterday. I had been waiting for that event in months, help me please!

It is really hard to believe that Luis could write something like that. Being the second-placer is not that bad. What a relief, you might say. But the magazine people were only after the first place! And that contest happens only once in five years! Who can wait that long? It was the break I was waiting for the past five years of my life!

“Who can wait that long?”

“Not me.”

I turn to the door and find Joey, my best friend.

“What are you doing there?” I ask.

Joey picks one of the magazines piled so neatly on the little table right next to my room’s door. I hate it when he starts conversation in silence. If people have something to say, why they don’t say it right away? Why waste time in making others to guess.

“Joey, believe me when I say I am not in mood today to play your silence. Spill it. What is it that you come here so early today?”

“I got a job for you.” He says while flipping pages of FHM.

I am speechless for a moment, thinking of what to say.

“Not yet a job, unless you get hired, of course. Interview at 2PM. Here’s the address.” He puts a post-it on the table. Then before I knew it, he is gone.

“Wait!” But he is nowhere to find outside my small apartment. “Yung FHM ko. Di ko pa nababasa yun, eh.”

1. Dreaming and Losing

2010-03-29T04:58:00.000-07:00

I want to be a writer of best-selling novels. I know that people would start raising brows. Some would roll their eyes in dismay. That’s understandable. But I have reasons when I say this. And my reasons are more than mere monetary goals, or fame. Although these things will be part of it.

I say this because if you have written best-selling novels, it only means that there are so many people who are touched by your stories. In simpler sense, people like your stories. That idea is a lot more precious than the most expensive gift anyone in this world could ever give to an artist like me. Just thinking of it, I already feel like standing on the top of the world.

I don’t’ want fame. I don’t want riches of the world more than I would need to survive a day with just three meals. I think what I am really saying here is that I want to be appreciated through my writings. However, every time I spread my wings to fly and let my pen lead my writing journey to victory, I always fall and get hurt. I wake up realizing I need to start over―and the most hurting part here is to realize that I need to say the word―AGAIN.

I am on my favorite part of the earth. It is like a small cliff by the farm, an outskirt of our small city. The moonless sky is filled with stars, making it just perfect for my angst to get across my beautiful mouth so that all the terrestrial living things would tremble upon hearing my presence.

“I will get there! Yes, I will get there! I will become the best writer of the world! You hear me? Just wait and I will get there!” I shouted at the top of my lungs, as if I wanted the whole world to hear me.

“Hey, what’s your problem? If you can’t sleep, let tired people who need to get up early the next day sleep! Why don’t you go home and sleep!” Someone shouted back to me from one of the nearby apartments.

“Sorry po!” As embarrassment kills me, my feet start to run. Err, define embarrassment!

Call Center Interview Questions and Tips (Part Two)

2010-03-29T04:38:00.000-07:00

There were few occasions that I heard some people say not-so-good remarks about jobs in call centers, or being a call center agent. Some say it is a job for lazy people. There was even a group of people saying that you don’t have to be smart to get a job in call centers. Some even say that as long as you speak English, you can get the job. With all respect for these people, what they say is not true. Not only that it hurts to get branded as lazy and idiot here just because we work in call centers but because of a long list of positive qualities call center agents possess.

This industry needs people who can work independently and yet, can follow rules. And should I say this should be done under pressure? There are so many misconceptions about people who work in call centers and I am raising the banner to defend the Team Call Center, laughs! I have a feeling I am becoming emotional here and getting sidetracked from the topic we have for this second part of Call Center Interview Questions and Tips series for Team Call Center. Well, I must be writing a separate article focusing on this hot topic anytime soon, how’s that?

Anyway, idiocy and laziness have no room for the following list of questions being asked by recruiters to know the right person to man a call center job. It is because the focus of the list below is the candidate’s problem-solving and analytical skills which are indeed very important to be hired.

1. What major problem have you had to deal with recently?

The word ‘major’ in this question suggests for something not really so complicated but would at least make them think that you can work in a tough work environment. The answer is solely depending on experiences you had in life. Whatever answer you might have will certainly make an impact; however, the supporting details, more often than not, will influence the final score for this question.

One more thing, though. Please try to avoid giving too personal and emotional answers like issues about family, relationships, divorce, deaths, etc. The moment you say something like this (with tearful eyes, oh please), the recruiter will make a note on your application paper that you are an emotional type. Call centers are like a modern version of a jungle. It is the survival of the fittest. Emotional ones will not last.

2. Are you willing to do overtime work?

Say yes. They just want to know your willingness to have the job. Support this with situations you had to work overtime. This should not be a problem for people who had previous work experience but for graduating students or graduates, you can boast your big school projects like writing theses and research papers.

3. Was there a time when you were expected to learn several new things in your job or at school?

For competitive answers, give at least two major situations and tell how you coped with these changes. In call centers, anything can happen. Things can change overnight. This question wants to know your flexibility at work and your attitude against changes.

4. Would you rather work with information or with people?

This is another question to know your flexibility and attitude against unexpected things at work. Don’t go only for information or for people alone. In call centers, you should be able to work either with information or people. Truth is, this job is about information and people. So information and people are two inseparable items in call centers.

5. Do you enjoy doing independent research?

Again, the answer should be yes. This question not only wants to know your capability of doing a research work but it also wants to know your attitude, your feelings at work. Therefore, you should not only provide details of your previous experience, whether a research work in nature or research-related activity, but also the way you felt in the whole process of that particular project. The happy feelings you felt throughout the course of this certain experience should reflect in your choice of words, the way you say them, and more importantly, it should reflect on your face.

6. What changes would you make at your college or at your previous job?

It is another tricky question. Be careful with every word you say about your college or your previous job. Don’t say anything negative or too negative for it is as if you are badmouthing your college or former job. You can use positive scripting or choose positive words in delivering your answer. This question tests your creativity and sense of observation. They want to know what more you can contribute in the company in case they decide to hire you for the position. It is also one way of knowing the level of your dedication or involvement in your job.

7. How much training do you think you’ll need to become a productive employee?

It is another challenging question. Don’t say you don’t need further training just to sound smart. You can say that you would still need to have the product and system-related trainings provided by the company which should be enough to prepare you to the actual job on the floor. Call centers provide these language and product/technical trainings prior to sending new hired agents to the production floor.

There is still more to this list on my future postings. See what I mean when I say, this must be the most challenging series I have for Team Call Center? Laughs! I hope that these lists are helping you somehow in preparing your answers for the full range of interview questions you might be asked during the interview. Bye for now. Smiles.

List of distinguished call center companies

2010-03-22T06:52:00.000-07:00

For first-timers who want to apply in call centers, it would be advisable for you to look first for call center sites located in your area by checking with your local listings. It will be more convenient and accessible for you to visit the site or, if hired, to report to your work. But if you insist to know more listings for some of notable call center companies in the Philippines, I got a list for you. Check the following.

Accenture

Access Worldwide Communications Inc.

Affiliated Computer Services

APAC Customer Services

Arvato

Convergys Corporation

Headstrong (company)

Innodata Isogen

IQor

NCO Group

Sitel

StarTek

Sykes Enterprises

Teleperformance

TeleTech

Telus

Transcom WorldWide

Source: Wikipedia

Call Center Interview Questions and Tips (Part One)

2010-03-22T06:25:00.000-07:00

This might be the most challenging article I am writing for this blog! Yet indeed, when I was starting to apply for a call center job not so long ago, the availability of a list of most probably asked call center interview questions was something which I knew back then would be of a great help, especially for call center virgins like I was before (people who have no call center job experience yet). I gathered as much information as I could find from online, newspapers, magazines, and from my training with Verbal Advantage, too. Surprisingly, I got so many of them which I needed to categorize them by the most likely answers needed to hear or to know by the interviewer.

According to Kyle Gianan, my former trainer in Verbal Advantage, more often than not, interviews in call center recruitment process start with: Tell me something about yourself. Your answer for this should run for 1-2 minutes. It is your chance to sell yourself to the recruiter by banking on your qualifications and skills. This will also mark the start where they will be assessing your oral English communication skill which is the primarily important skill you should have to pursue a call center career (especially for voiced accounts). You can perfect this part by doing a pre-interview practice, and better if you had written a script which you should have memorized already by the day of the interview.

What to write in the tell-me-something script? Kyle advised to do it in the following order, if applicable: personal background, family background, educational attainment, work experience, seminars/trainings, skills, and hobbies. You can also change the order as needed, or if appropriate, you can add another item. You should close the script with a positive ending like, “If you will hire me, I want to start as soon as possible.” This line expresses your eagerness and interest to work in their company which will add to your points of getting hired.

When answering the following questions, use the power of positive scripting. Believe me that it really works! You can say something not-so-good using positive scripting which, more often than not, will lessen the gravity of its negativity, or if it’s really your day, it could transform the negativity of your answer into a positive one. It is all like playing a court game where you need to win the case by your own words.

One more thing, though. Be confident and make them feel you mean every word you say. Interviews are simple marketing game wherein you are selling yourself. Just think of the prize: a job. Now here is the first part of my list of questions that are most likely asked in an interview.

Questions for Qualifications

The list below is likely to be asked to call center virgins, although some of them can still be asked to someone who has already a call center experience.

1. Do you like talking to different people and personalities?

People who want to work in call center should be capable of dealing with different types of people. Every caller is different from other callers, given that they are calling for the same issue. In this question, your answer should be yes. It is better if you can relate a successful or fine situation where you had talked with a group of people of different personalities.

2. Have you sold anything over the phone?

In call center industry, every work or account is involved with selling, whether it is a sales account or not. For sales accounts, obviously you need to have competitive selling skill to get hired. For non-sales accounts, selling is still part of the job because you need to sell satisfying customer service. In this question, if your answer is yes, you need to support your answer with experiences you had before in selling over the phone. Your selling experiences are not limited to previous call center experience for a sales account. You can also include situations like taking an order over the phone for a fast-food business and the like in which you were able to convince the customer to add a dessert or an item.

If your answer is no, that is no problem. This is where you can use positive scripting. Instead of saying no, give a situation where you had closed a sale. You can say, “I was able to close an important sale before which was not over the phone but the impact it had for the store I was working with was amazing.” And you can add more details to explicate your positive selling experience.

3. Can you speak other languages other than English?

Other than English, there are call center companies which cater to other non-English countries. If your answer is yes, that is a plus but not a requirement unless it is specified on the job posting.

4. Have you ever been in a situation that involved problem solving?

There is no other answer for this question but a yes. The challenge here is for you to impress the recruiter by relating an actual situation in your life where you had used your problem-solving skill well. Call center job is, more often than not, about problem solving.

5. What are your strengths and weaknesses?

This is a tricky question. You can cite a long list of your strengths as long as they are related to a call center job. How about your weaknesses? What can you say that will not lose your points? Always remember that it is foolish to answer a no to this question. Be real. Everyone has their weakness. If you would say no, or that you cannot think of a certain weakness on the spot, it will only make you sound as if you are lying or worse, you will get a minus in oral communication skill. What you can do is you can settle for safe answers like not work-related items. For example, you can say, “Smoking is my weakness. Every time I see a stick, I feel like wanting to smoke right away.” For girls, you can say shopping as your weakness.

Another way to answer this question is by using the power of positive scripting. You can make a positive trait to sound like a negative one and still, it will have a more positive impact. How is that? That is simple. Instead of just saying that you are hard-working, you can say this, “I am too hard-working that sometimes I don’t have time left to have a night life.” This is a very smart answer for it does not only help you to provide an answer to the question instead of just saying a no but, it has also added a point to your score. Just be creative and yet honest.

6. How do you handle pressure?

A work in a call center is in the midst of a very challenging environment. They are many stats you need to achieve while you maintain the quality of your calls. You think of so many things at the same time because there are also deadlines you need to consider. So it is really important for the recruiter to know if you can work under pressure effectively. Of course, this question needs a yes for an answer. To make your answer more convincing, support it with actual experiences you had in the past.

Qualifications are still in question in the following list, but this time it is more likely to be asked to someone who already had a call center experience.

1. What can you contribute to the company, knowing the basics of being a call center agent?

Tell about your previous job, what you do and what you have learned. It is wise for you to bank your answer on your experience as a call center agent before. Like you can say that there will be no problem for you to work on night shift and holidays. There will be no culture-shock issue. If they will hire you, you can say that you can help first-timers in training and nesting. There are many other good answers to this question, just be creative.

2. How do you handle an irate caller?

What I was told by my previous trainers is this, don’t take it personally. Callers are not mad at you but to the company. Keep a polite attitude. Try to know the reason why the caller is irate in the first place. Get clues from the words the caller is saying. Look for alternatives. Do not promise anything that cannot be delivered for it will only aggravate the issue. Lastly, as much as possible, end the conversation on a positive note.

3. Why we should hire you?

Basically you need to tell your qualifications for the job. I remember when I applied for agent post for directory assistance and was asked with this very same question, my mind had a quick recall of the video they had in the lobby which was being played over and over again. Prior to the interview, I was memorizing as much as I could all the information about the company posted in the lobby as well as what was being said in the video. The video was saying this, “We don’t just hire agents, we change lives.” So I answered the question with this, “You should hire me because I believe you guys that you can change lives. Change mine.” Then I added my other qualifications for the job. I don’t know what was with my answer but I could remember the smile on the face of the recruiter that day and I got the job.

It will be a great pleasure to me if the provided answers and tips above can help you as guidelines to answer your interviews. But don’t limit yourself with them, be creative and try to personalize your answers. I always advise to prepare a script and practice a mock interview to increase your chances of getting hired.

There is more to this list under different categories. I will have them posted here real soon.

The Day before the Interview

2010-03-22T06:22:00.000-07:00

Finally, you have now an interview! Congratulations! So what’s next? Always remember that your first interview is your first step to get the job. So it is really important that you do well in your initial interview. So, what you can do the day before your interview? What else but to prepare. Successful interview begins with preparation. The title of this article suggests a day before the interview. However, the following guidelines will be more effective days before the interview. My list is mostly based on my personal experiences. But still I hope it will be of help to you whether you are looking for a call center job or not.

1. Research about the job and the company

Given that we all know there are so many call centers in the country today, it is a must that you can convince the interviewer of a call center company that it is your personal decision (even if not really at all) that you have chosen their company over a hundred of other companies. In call centers, the employee turnover is always an issue and they prefer to hire people who will stay in the company for a longer period of time.

You can do this by doing a background research about the company. Survey the company through friends or get information online. You should at least know the company’s vision and mission statements. It will sound more impressive if you can also tell your interviewer the last time their company has won an award or recognition. You can actually use this as one of your reasons why you are interested in their company. Employers, or interviewers, like to know that you have made the effort to know their company, and it enables you to contribute to conversations in the interview.

In doing the research about the company, you might as well learn more about the trade or the call center industry. It will show more confidence if you know more, plus the impression you are giving them in an interview.

It is also advisable that you make a simple outline of the company’s history, products and/or services, and stability. It will serve as your guide as you give your answer but try to minimize the use of it during the interview. It is more helpful while you wait for your turn in the lobby on the day of the interview.

2. Formulate your answers for the possible interview questions

More often than not, initial questions in an interview will come from the resume itself so know your resume. If you have someone prepared your resume, read it, and understand what is written in there. Or else, you will be finding your way out the door sooner than you have expected when you stutter in an interview as you try to remember what is written in your resume.

Plan your strategy by formulating the possible questions you may be asked in an interview and write down your answers and memorize them. You can ask your friends who are already in call centers for interview questions.

3. Practice

Working in this industry (or probably in all types of job) calls for candidates who can multi-task and work independently. So it is important that you show them you are the person they are looking for. You can say anything you want to say to make them believe you are that person. However, the way you deliver them and the choice of words make the difference. Unfortunately, not everyone is born with oozing confidence. True it is that confidence cannot be learned overnight but through constant practice, you can have it.

Practice a mock interview with your friends, or with your family, because it will help you more than simply reading the possible questions and rehearsing the answers alone. Go over your best responses again and again until they become entirely natural, until they just roll off your tongue with the clear spontaneity. This can be achieved only through consistent practice along with thorough memorization.

Lastly, know your answers by heart. You should make your interviewer feel that you mean every word you say. And by truly understanding every answer you have, you will not get lost in the interview.

4. Prepare your attire and shoes

Prepare your smart and conservative standard business suit even if you are seeing a lot of people working in call centers more often than not in cool get-up. Remember, it is an interview and first impressions, as I always say here, are very important.

If you can’t help it not to be stylish, you are still free to show off your flair but be careful. Interviews still follow conservative standard attire because it commands respect and professionalism. For colors, you can choose pastel colors and any color that is pleasing to the eye.

More importantly, wear something that makes you feel confident. When you feel good about yourself in comfortable clothes and shoes, it allows you to easily open up to your interviewers.

Before you sleep, you better have your clothes neatly pressed already and hang it in a clean and dry area in your room, or in a cabinet. So that if there will be brownouts the next morning, you can still look presentable in your interviews. And why don’t you shine your shoes before you take that beauty sleep? It is always better to have everything prepared just in case of any unexpected issues.

5. Prepare your documents and other stuff

Know the saying, prevention is better than cure? This is always true. It is always okay to choose to wake up three hours earlier the next day so that you can still have enough time to prepare everything. But why do it tomorrow if you can do it today (or tonight)? Many interviews’, or pre-interviews’, disasters happen on the day of the interview itself. To minimize the chances of dealing with them, have everything important prepared even before you sleep.

Put in a neat envelop or separate envelops your important documents as needed. It is also wise to bring ‘emergency supplies’ like extra pen, a pair of scissors, scotch tape, and glue. Also, have medicines like for headache and LBM handy so to make sure that nothing can prevent you from getting that interview a success.

6. Have enough sleep

To look fresh and good the next morning, on the day of the interview, it should start with enough sleep from the previous night. It will help you to have focus during the interview the next day. So get enough sleep.

7. Pray

Prayer is always a powerful tool. Confidence coming from the Spirit results to a more peaceful state of mind and healthier body will follow. As it is written in Matthew 6:33, “But seek first His kingdom and His righteousness, and all these things will be given to you as well.” So have a godly confidence and if it is the will of God, it will be given to you.

Always remember, every interview counts. Every successful interview you have will take you one step closer toward the potential job offer. If it weren’t successful, make sure you learn from it. Take it as an opportunity to perfect your skills in interviews. Practice makes perfect!

Source: www.collegegrad.com, www.bpotiger.com, and The Philippine Star. Bible verse from New International Version of The Holy Bible.

List of Online Sites for Jobseekers

2010-03-22T06:17:00.000-07:00

It is now so common for jobseekers to look for a job online. It has many advantages like you don’t need to go out of the comfort of your home if you have a computer and online access at home. If you don’t, it is still cheaper because there are many computer rentals available almost everywhere. It will save you more money, energy, and time than doing the actual visits in different companies. It will also provide you the access to know more about the company and the job itself they are offering to applicants from online.

The following is the list of online sites you could check to look for either a call center job or any other job that suits you. Enjoy job hunting online!

www.thejobpage.com
www.jobopen.com
www.internationaljobbank.com
www.JobAA.com/ph
www.pub52.ezboard.com/fphilippinejobs.html
http://cctll.com/jobopportunities.html
http://egoups.com.group/philippinejobs_marketing
http://jobsonline.com.ph
http://pinoyhotjobs.com.ph
http://yehey.com/jobs
http://filmo.com/jobpost.html
http://phil-Jobnet.dole.gov.ph
http://jobstreet.com.ph
http://jobweblink.com
http://egroups.com/groups/us-jobs
http://hotjob.yahoo.com
http://www.job.ph
http://www.jobsdb.com
http://www.jobstreet.com
http://www.monsterjobs.com
http://www.job-hunt.org
http://www.jobpilot.net
http://www.latpro.com
http://www.ajb.dn.us
http://www.trabaho.net
http://www.job.ph/job
http://www.jobsake.com
http://www.sublet.com/jobsemployment.asp
http://www.job.ph/job/index.html
http://www.ofcconnect.com/links.html
http://www.filipinoweb.com
http://www.strategiy.com/jobmarket.asp
http://www.workabroad.ph
http://www.quickpaidsurveys.com

Source: The Searcher (The Official Publication of the Polytechnic University of the Philippines, Batangas Campus)

Where to hunt for a call center job?

2010-03-22T06:10:00.000-07:00

Are you now decided to pursue the exciting life of a call center agent? Willing to work night shifts, on holidays? Ready to work at night and sleep during the day? Well, before you set a foot on the road, here is my list of most likely places to check to look for a call center job. Not really looking for a call center job? That’s fine. The list below might still help you.

1. Job fairs

Job fairs are very helpful to many newly graduates as well as to those who are simply looking for a new job. For graduating students and graduates, it makes available to them the opportunity to meet with recruiters of many different employers in the same day. And because employers joining job fairs are assessing applicants quickly based on appearances and communication skills, it is important that you look presentable and smart. You also should be confident from the very moment these recruiters set their eyes on you until you leave the job fair location. Remember, first impressions are important. If you don’t get hired that day, by leaving them good impressions, who knows, they might be calling you the next time before they set the road for another job fair.

How to look for job fairs? More often than not, in many colleges and universities, job fairs which sometimes come with job seminars are held weeks prior to the graduation day. You can also watch out for announcements in newspapers, TV ads, or in your local bulletin boards.

Tips before going to job fairs: Based on my experiences, you should bring with you other important papers or pre-employment documents, original (just in case you run out of photocopied ones) and their photocopies, if available such as NBI Clearance, Transcript of Records, Birth Certificate, and extra resumes. Small glues, scotch tape, extra pen or pencil, and a pair of scissors will also help in case of emergencies. Lastly, wear something neat and comfortable. Remember, you will be joining hundreds of hopefuls throughout the day. And don’t forget to eat your breakfast. You will surely need to have more energy to survive a job fair. Cheers!

2. Online recruitment service providers

It is now so common for jobseekers to look for a job online. It has many advantages like you don’t need to go out of the comfort of your home if you have a computer and online access at home. If you don’t, it is still cheaper because there are many computer rentals available almost everywhere. It will save you more money, energy, and time than doing the actual visits in different companies. It will also provide you the access to know more about the company and the job itself they are offering to applicants from online.

For the list of online recruitment service providers, just click here.

Tips for applying online: Do not apply for jobs online which you would decline later just in case you would be invited for job interviews simply because it is far or simply you don’t like the company. These recruiters are having your information filed in their records and for sure you don’t want to end up getting blocked. Again, first impressions, whether online or not, are important. Also try to use filters when looking for a job online. It will help you a lot in minimizing the available jobs which are accessible to you unless you are open to relocate.

3. Walk-in application

This method is very traditional in which a candidate applies directly to a call center’s recruitment site. For recruiting officers, it is more impressive for a candidate to apply in person because it shows confidence (that is if you don’t stutter and fidget when talking to someone, ok?) and it makes them feel that you are really interested to have a career in their company. Believe me that they appreciate the idea in which you wake up early, dress up properly, and spend time in travel to their office. Aside from this, it may also speed up your application. Many call centers do one-day hiring.

Where to look for call center companies? You can click here, look for call center jobs, and write down their contact information, or just keep reading the rest of this article for numbers 5, 6, 7, and 8.

Tips for walk-in application: Always do your assignments. Do some research about the company, do some outlines and try to memorize them. Always be prepared. Wear proper attire matching the company’s preferences.

4. Employment agencies

There is no doubt that because the call center jobs are very popular nowadays, it has created another business opportunities like employment agencies where in an applicant is pre-assessed. The good thing about these agencies is that they also offer trainings and assistance for those near-hire applicants or those who have the potentials to become a call center agent. After you have passed their assessment, they would refer you to the actual hiring department of a call center. It is like they will match an applicant to a call center that will fit his capabilities. Like for example, the applicant can type fast, can spell well, but has average English speaking skill, he can be suitable for a directory assistance job where the call talk time usually lasts in less than a minute.

Where to look for call center employment agencies? Again, you can search online or you can enroll in TESDA.

Tips before you try employment agencies: Always check the background of the employment agencies. Remember they are business and some of them are taking advantage of people who want to have a job, especially in call centers. Check if there will be salary deductions whenever you got hired in a call center. If there is any, check with the terms like for how long it will take and how much will be the total amount. If you are fine with that, that’s your decision. But if you don’t like it, do something else.

5. Classified sections in newspapers

Another traditional method in looking for a job is by checking with classified ads in newspapers. More often than not, it provides you the contact information of the companies, the job descriptions, requirements for the job, and any other important details.

Where to look for classified ads? Buy newspapers, or you might borrow one. A week-old newspaper will still do. Just don’t forget to check with deadlines for job submission if there is any. However, current newspapers will still be a better option.

Tips for job hunting in classified ads: Sunday papers are more advisable because more often than not, more job openings and announcements are published on Sundays. For convenience, you can either make a list of jobs you like to apply or make a simple portfolio of them.

6. Bulletin boards at local employment centers

This method is a simpler version of classified ads found in newspapers. More often than not (hmmm, it seems like more-often-than-not is now becoming my new expression for this article, do you know how many times already I have mentioned these words here? Don’t bother, keep reading, laughs!), the job listings you can find in your local bulletin boards usually found in your local city hall or municipal hall are jobs within or near your area. These jobs will be more accessible and convenient for you to visit in person.

Where to find these bulletin boards? Usually in city halls, municipal halls, or sometimes along the way. Just be watchful.

Tips for job hunting in local bulletin boards: Bring pen and a notebook to write the details. Do it in the morning to avoid the herds of people who would get permits and other stuff. Plus, early birds catch the worms.

7. Employee referrals

Another method of getting a call center job is by getting referred by someone you know who is already working in call centers. Sometimes, when a candidate is applying for a call center job, they are also encouraged to write a list of people who they think have the potential to become a call center agent. If a friend from a call center has referred you, it is your advantage to ask that person about the company, the nature of the work and some tips for the interview and the whole hiring process.

Tips to get more referrals: Never change your numbers. If you have to, make sure you inform your friends and other important people you know of your new number. And be friendly.

8. Through friends

Aside from referrals as discussed in the previous number, you can also ask your friends if they can suggest a call center company in which you can apply for a position. They might know someone you don’t know who can help you. You can use networking sites online like Facebook and Friendster, or you can simply send them a text message. Let them know of your preferences.

Tips to get help from friends: Use any channels available to you like internet access, cellphones, etc. And again, be friendly.

You can either choose a combination of any of the listed methods above or better if you can take advantage of all of them. Always remember that in every application you pursue, make sure to learn something from it. Happy job hunting!

Sources: The Philippine Star and Wikipedia.

The Dramatic History of Call Centers

2009-09-24T09:46:00.001-07:00

The Call Centre Confidential blog explains that the first Call Centres were created when people in the Stone Age began to live together. Before, when people lived in caves, they used to communicate to their neighbours using smoke signals:

“Please can we order one of those sabre-toothed tiger skin rugs.”

When they moved away from the comfort of the caves and began to build
houses and live in villages, they built beacons on the top of the nearest hill
so they could communicate to the next village:

“Our rugs have gone bald – can we have a refund?”

And I would like to add the following:

Even before Ferdinand Magellan discovered the Philippines, Datus gathered their people by sending their messengers (Umalohokans) who might be saying:

“How do you find tiger skin rugs from the other village?

And this Umalohokan might add:

“We offer better skin rugs made from the carabao skin? We offer thirty-day free trial. Would you like to place an order now? But wait! There’s more! If you make an order now within the next thirty minutes, you can have our amazing three packs of tawas for free! So what are you waiting for? Why don’t we have your name listed along with your mailing address so we can start shipping you our world-class product?

These beacons and these Umalohokans were the first Call Centers, I might say. The idea might be a little far from the set-up we already know today. There were no headsets, no Avayas (the Call Center Telephone), and no cool station.

But come to think of it, the need for enhanced customer communication and satisfaction was already present in those times. It has developed through the years until call centers around the world sprout like mushrooms in rainy days.

Wikipedia says that Call centers began in the Philippines as plain providers of email response and managing services. These have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, and online business to customer support, online business to business support.

In the above presentation, the smoke signals and beacons explain the process in which customers or clients are calling the manufacturers through call centers to place an order or to make a complaint. This is also known as inbound calls which includes but not limited to customer’s inquiries, technical support, transcription, complaints, directory assistance, and billing.

While the situations with the Umalohokans, these fall under the category of outbound calls where the Call Center agents call the customers. The first scenario with the Umalohokans, it shows the process which focuses on surveys and CSAT (Customer Satisfaction) evaluation inquiring how satisfied they are with the product or services a business provides to them. The second situation tells us about marketing calls where in Call Center agents call customers and prospective customers to sell products and services. Other services which are offered by outbound Call Centers are sales verification, collection, reactivation or reinstatement of accounts, and many more.

The following services are also being offered in Call Centers:
· Email and Chat Support
· IP Relay
· Back-Office Processing
· Work Force Services
· Training and Support/Career Enhancement
· Virtual Assistant

Call Centers connect businesses to their customers and vice versa. It helps in so many ways.

Imagine if there were no smoke signals and beacons before:

“Mommy, our tiger skin rugs have gone bald. My friends are coming over tonight. What should we do?”

“What? We just bought them last week from the three-day away nearby village. How I wish we had call centers today so that I could just simply make a call and complain…”