Sunday, December 7, 2014

Netizen Hits Call Center Employees Due to Lack of Discipline




A netizen named Frances Estranda Arcadio vents out her frustration after seeing used coffee cups and cigarette butts in front of Net Square Building in Bonifacio Global City.

Check out her Facebook post below;
Infront of JP Morgan bldg. May tumubong bagong mga bulaklak – coffee cups at cigarette butts ang tawag. Tanim ng mga taong ismarte manamit, inglisero at inglisera, matatalino daw pero mga wala naman pakundangan at malasakit sa kalikasan. Saka magrereklamo kapag binaha. Nakakalungkot lang isipin dahil sa kapwang nagpapanatili ng kalinisan wala din silang pakealam sa pinagpaguran.


I think she has a point and as call center employees we are very open to feedback and constructive criticisms so I know that we can learn from this experience.

This should be the right time where our active listening skills can be utilized because we can understand what she's trying to say aside from that criticisms should help us know ourselves better. However, if someone is judging you then that is a different story.

I got irked by one of the comments saying that call center agents are brainless. I know I’m not in the position to be a grammar Nazi since I do have some grammar slip ups when taking in calls and when creating articles for this blog; however, I think calling someone brainless is too much so I decided to reply to his comment after seeing his Facebook post.



We all know that working in the call center industry is not a no-brainer job and it’s not just answering calls. It’s about self-management, working your way to the top, delivering results; it’s the survival of the fittest.
Though we did not sign up for this job to get stereotyped, we would still get criticisms from people outside of this industry because they don’t know what we are made of.




40 comments:

  1. Dami kasi calls dyan sa JP Morgue. Sobra kapagod.

    ReplyDelete
  2. COMMON SENSE LANG PO!!! KUNG MAY TRASH BINS SANA EH DI WALANG NAKA NAKALAT... MAKA WALANG UTAK KA NAMAN... PAKYU KA

    ReplyDelete
    Replies
    1. Common sense lang din. Hindi porket walang trash bin sa tabi mo eh wala na ding trash bin sa ibang lugar. Di yun reason para magtapon kung saan. Haiisssttt...

      Delete
    2. kung walang basurahan... wag mong itapon sa paligid mo... kainin mo na lang para di ka magkalat at ikaw ang mamatay sa kagaguhan mo... PAKYU KA.

      Delete
  3. First off, it is unfair to single out call center agents as being guilty of this. look around you: Regardless of occupation, and, yes, social standing, we often just toss our trash anywhere. This is ironic since Pinoys are among the cleanest people in the world. But I guess that's partly the reason: We are so finicky about cleanliness that we don't want any trash on our person and our homes, so we just toss it out. Out of sight, out of mind. Once I throw it out, it's not my problem anymore. May mga janitor naman. That is our problem, a low sense of social consciousness. Lastly, I sense the typical hostility and prejudice against call center agents in this Netizen's attack.

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    Replies
    1. Agree. The netizen seems to be part of the BPO sector as well.

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  4. Moving forward let's just do what this guy is doing. [img]https://fbcdn-sphotos-d-a.akamaihd.net/hphotos-ak-xpf1/v/t1.0-9/10308360_880510682001860_6727485813889297458_n.jpg?oh=16a1012d5e2b580612fb80a2d74906e4&oe=54FADD9B&__gda__=1427055857_dd6760c34975bef7dc316d4a2928cebc[/img]

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  5. "This should be the right time where our active listening skills can be utilized because we can understand what she's trying to say..."

    No; hindi totoo yan. You don't have those skills. Ang listening skills na sinasabi mo eh ang wastong paraan ng pagsuot ng headset lang. Nothing deeper. Active-active listening ka pa dyan.

    Remember script lang ang buhay nyo. You cant decide for yourselves. You can't think for yourself. You can't use imagination and be creative. May uyak kayo. Hindi nyo lang ginagamit. Hahahahahahaha

    ReplyDelete
    Replies
    1. Paki-explain kung anong trabaho mo. Sobrang hambog naman. Alam mo trabaho ng lahat ng call center agents no? iba iba ang trabaho sa isang call center. Hindi lahat scripted. Mangmang. Sana mas maganda nga ang trabaho at qualifications mo. Kasi I'm sure, there is someone out there na mas may mataas ang qualification sayo. Hambog tong mga taong hindi nagcall center pero kapag nalaman mo naman ang trabaho hindi rin naman outstanding. Yang basura na yan kapareho ng kokote mo. Polluted.

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    2. Hindi po siya nag t trabaho sa call center at wala po siya sigurong background sa BPO industry kaya ganon nalang maka reply. And script? Anung panoon ka po nabubuhay? wala ng scripts ngayon! Yung basura na nakikita mo sa picture parang ikaw yan. Patapon

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    3. Try mo kaya sa hardcore na IT BPO service. Wala kameng script kasi utak ang gamit namin pagdating sa pagtrouble shoot ng network ng mga malalaking company. Kala mo naman ang talino kung makapag comment. Kung me walang utak ikaw yun.

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    4. I troubleshoot ko Kaya utak no hangganga ma mess up kita... Tapos tapon kita sa tier 2 nang magawan ka ng paraan... In that way malaman mo ang sinasabe mong script.

      Delete
    5. Uhmm okay at least malaki pa din ang sweldo ko.

      Delete
  6. "Remember script lang ang buhay nyo. You cant decide for yourselves. You can't think for yourself. You can't use imagination and be creative." - ang harsh! hindi ka naman masyadong judgemental noh?!.

    ReplyDelete
  7. Nag-call center ako. Oo, may script pero hindi ko ginagamit kasi may UTAK ako. Gusto ko sa sarili kong pamamaraan kausapin ang customer at para mas "personalized" ang experience. Di bale nang ma-ding ng QA o ng TL sa hindi pagsunod sa script kaysa naman para akong robot.

    I can't decide or think for myself? I can. Lalo na kung ang hawak mong account ay billing. Hindi kayang sagutin ng lahat ng available resources at SCRIPT ang tanong ng customer, gagana at gagana ang UTAK.

    I can't use imagination and be creative? I can. Sa technical support, blind troubleshooting. Paano mo maga-guide ang customer mo lalo na kung hindi masyadong maalam sa technology kung hindi mo gagamitan ng imagination, creativity, at higit sa lahat, UTAK.

    Wag kang judgmental.

    ReplyDelete
    Replies
    1. kahit anong sabihin nyo... hindi man graduate o mataas ang pinag aralan... CALL AGENT pa rin bagsak nyo... kasi wala na kayong choice.. walang kayong makuhang trabaho na tama sa natapos nyo... yan lang ang madaling trabaho pero malaki sahod...kahit matanda , bata o walang pinag aralan pwedeng mag CALL AGENT basta marunong mag english pwede na yan....kaya wag magmataas sa iba kasi hanggang dyan na lang kayo...PAKYU KA.

      Delete
  8. Sa amin nga ang laking paskil ng CLAYGo (Clean as you go) sa pantry di masunod.

    ReplyDelete
  9. ganyan din sa makati, sa BPI buendia center building my mga call center agent din, aun daming kalat pagtapos nila mag break. tas pag dadaan ka sa harap nila, puro usok sasalubong sa muka mo.

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  10. Are you all retarded? Seriously? You take a picture of one side of the street or a building & blame others with stereo-typing & prejudice? Is this how the world works now? What about every person we encounter daily? What about random girls or guys, men or women walking - smoking and then throwing their cigarette butts anywhere on the street? What about that passing car or jeep, with the driver throwing his cigarette butt on the road? What about the people in parking lots just leaving their coffee cups and fast food drinks on the floor and then leave?
    Everywhere you go, whoever it may be, people throw garbage all the time, but to rant about it & stereo-type a particular group? You are no better than these coffee cups and cigarette butts. Everyone throws garbage all the time. As a matter of fact, most Filipinos are that way. You don't need to be a call center agent to figure that out. This is by far, the most "no-brainer" post I have ever seen.
    You left your brain so far behind that you forgot to open your eyes to the real issue that everywhere around you, people are doing the same thing over & over regardless of occupation, status, or intellectual capacity.
    Have you been to Mall of Asia? Did you see the waiting area where grasses grow? Did you notice the cigarette butts & cups that people leave there? The garbage can is just a few steps away but did anyone pay any attention? It only stays clean because the janitors attend to it by the minute, but the issue is almost always the same.
    If you're going to blame someone just because you can pinpoint or identify them, then why don't you stop them or do something that can really matter. Also, these comments are too ridiculous that it's actually funny.
    By the way, since everyone has the intention of stereo-typing in this page, I don't work for the call center industry. In fact, I'd rather thank these people for working their asses off everyday. Because of people like you, when my services become shitty or I need something done at a bad time in the night, someone answers my call & listens to my bullshit - calms me down - & gets things done. Unlike this post over here that did nothing except talk more trash: just because he can.

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    Replies
    1. This is the most brilliant comment that I have read so far but, just want to let you know that using the R-word is not acceptable slur.

      Delete
  11. Hindi lahat perpekto, kahit ako nakakagawa ng mali at hindi makakalikasan. Ang tanong lang, ikaw ba kahit kailan hindi nakapagtapon sa kalsada o sa kung saan lang? Kinuhaan mo ng picture, kung talagang makakalikasan ka at mas may utak eh sana ikaw na nagtapon sa basurahan. Ang hirap satin mahalaga lang na makalait tayo ng iba. Maging makatao naman tayo sa paghusga.

    ReplyDelete
    Replies
    1. so dahil makakalikasan ako... itatapon ko mga kinalat nyong mga hayop kayo...Maging makatao naman tayo sa paghusga.
      PAKYU KA

      Delete
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