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REAL LIFE STORY
There are times you need to break away from your regular routine. Lately I have been able to keep in contact from my friends whom I haven't heard from a long time.
You end up absorbing the lifestyle they live and you begin to compare yours.
Sometimes you want to do more out of life just staying at your home. You come to a turning point you're getting bored in what you're doing.
You hear your friends applying for a job online. You start to think should I try a step further and try at least working online just to see how it is really the life outside from your own home.
You hear how much you're friends are earning at the call center.
You've never thought of applying for a job other what you have right now.
You seem to have more time aside doing your blog you want to go somewhere you can earn money from what you love to do.
I decided to write a survey for my friend to fill up to see what it is the life inside when you have just graduated from college from the Philippines.
SURVEY FROM CARMINA LIFESTYLE
As a college student what was it like graduating and finding you're first job.
My first job was working for our family business, it was not easy and the expectation was high it was being ran by my brothers.
How did you decide upon getting a job toward working in a call center?
I was not happy my brothers dominated the business and I could not express myself, by the end of the day it was their decision that mattered.
How did you find the job?
I saw the tarpaulin in front of the establishment, applied went through the interview process and eventually got hired not bad for the first time.
What are the questions the company asks during the interview?
For new hires why the call center industry, can you tell me about yourself and other stuff the interviewer can think of, this way they can find out if you express yourself properly in English and confidence talking in English.
How does the company treat you on your first day?
Normal there is a team from human resource that handles new hire is oriented talks about the policy, processes, requirements, salary, leave credits and etc.
Does the treatment change after years of working for the company?
If, we are talking about after training yes treatment changes and batch will be endorsed to the production floor where live calls are taken, depends on the supervisor that will handle the new hire.
What are the hours or shifts working at the call center?
Depends on the account if the account serves the United States its evening till morning if its in the United Kingdom shift starts mid-shift 3:00 PM onwards, for an Australian account its day shift starts 5:00 AM and 6:00 AM, Asia Pacific day shift as well really depends on the country the account caters.
How many employees are working per department?
Depends on how big the account is it starts with 100 heads and can grow big too 300 heads or even more, good example is United Airlines that has 1000 heads from different BPO (Business Processing Outsourcing) companies here in the Philippines and not counting other countries that handle same account.
How did you get promoted to the next level assistant/supervisor/manager?
By excellent performance you have to pass and maintain the metrics the client has created examples are AHT (average handling time) the client requires per agent to spend 15-20 minutes only to finish the call, Quality (if the agent followed the proper guidelines in the call flow) Attendance (given) and so on.
What are the responsibilities?
Everybody has to report for work on time and do their job.
How do people look up to you when you're once an agent then gets promoted to the next level supervisory position?
Respect most of the time, difference is that you now how assist guide and give instructions.
What changes occur in your job?
More work this time it includes admin task answering emails from bosses and taking supervisor calls.
Why is always cold inside the call center?
To protect and make sure that heat doesn't affect the equipment's.
Do you have staff selling items inside the office?
It is not allowed as per company policy but others are hard headed and continues to sell, some use brochures or announce the website then start getting orders a very good example is AVON.
Is there a rule and regulation to obey?
Yes, it is called company policy that is rolled out to the day agent attends orientation.
Name the departments in the call center and explain what job factors are they related to?
Human Resource - acquisition and hiring people
Administration - look after needs of the employees
Accounting - does the salary back pays and other monetary need of the company.
These are just a few departments but for the entire company there is a lot. You can always access any BPO company and there you will learn the history and background it is open to the public for hiring purposes you can look it up.
Which one have you've experience with?
EPLDT Parlance, SYKES, MOTIF, WNS, and Carlson Wagonlit Travel
Which one did you have a difficult time?
All of them, BPO is not an easy industry; you earn your keep so all has to work hard.
The ones you've liked before?
WNS and Carlson Wagonlit Travel
Based on your work experience what can you bring along with you as a tool to use for your life experience.
Respect for others, proper work etiquette, discipline, good communication skills, empathy and compassion.
Being a travel account why is that you haven't had a chance to travel.
I have travel what you call Team Building where the entire team and others who want to join travels all together and goes to locations they desire most common is the beach.
Have you've ever thought opening your own travel agency business?
No, I have another one in mind.
If you had to choose and can return back from your life to make changes what is that you would like to do and why?
I would have chosen to work for someone else earn my own money and probably venture yo a totally different business where I can't be manipulated and make decisions on my own.
Who is someone you admire, and why?
I do not admire anyone in particular, but I look up to successful people and duplicate their dedication to work, them who are driven and focused, them who do not stop aiming to do better, and never-ending imagination that make a person unique.
Tell me three pet peeves.
- Calls me by real name
- Treat me like I do not know anything.
- Looks down on me looking so righteous
What's a typical day like for you?
Email's meeting complaints and supervisory calls barging calls.
Do you have any skills or talents that most people don't know about?
I can do GDS Saber it is only used by business-to-business travel agencies no all can do it.
If you could be anywhere other than here, right this minute, where would you be? (Don't over think it!)
I want to be traveling and going to places.
If we went to happy hour, what would you order?
Tequila or mojito
Finish the sentence. On Sunday morning, you can usually find me
Hearing pastors in CCF or attending mass in Padre Pio church.
How do you want people to remember you?
I want people to remember the one who gave me to help others improve something to themselves or as a person.
What do you think are the best skills that you bring to your job?
The best skill that has brought to my job is dedication and hard works a team player.
Name three words that describe you.
- Sincere
- Giver
- Stubborn
How do you think your colleagues would describe you?
- A fighter
- Strong personality
- Leader
What do you want to make sure you do before you die?
I would like to do the purpose of my life.
What's a goal you have for yourself that you want to accomplish in the next year?
I would like to accomplish in the next year rebuilding my life again.
What publications do you regularly read?
I do not read newspaper or magazine articles am on to online or free television.
What are you happiest doing, when you're not working?
I am happiest doing when not working are exploring good food, watching movies and seeing my friends.
What are some causes you care about?
Recently I found out I can help small businesses get exposure through bloggers.
What do you do with friends in your spare time?
Talk, talk, talk and more talk.
What would be your personal motto?
" To Live Once, is to Live with Gods purpose and will"
Everything is based on my friend who had filled up the SURVEY FROM CARMINA LIFESTYLE no thing has been revised on their answer.
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Thank you.
M
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