Working During the Holidays | Friday, January 4th, 2008
Posted in Experience
I previously mentioned that I was scheduled to work on Christmas Eve and New Year’s Eve. People have been asking me how I spent my holidays and seemed to be sympathetic when I replied: “I had work.”
My honest opinion: It ain’t that bad!
Sure. I have spent every Christmas and New Year at home with my […]
Back to Work | Wednesday, December 19th, 2007
Posted in Vacation, Experience, Ramblings, Daily Stress
I’m back! My vacation leave was great and I enjoyed every single thing I did on those 10 days. Being in places I’ve never been before. Watching reruns of old TV shows. Playing Cake Mania 2. Staring in blank space (seriously, its very relaxing). Fun, fun, fun.
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The 50th Post | Friday, December 7th, 2007
Posted in Vacation, Experience
Around a thousand calls monitored…
One hundred twenty monthly strategic collector plans delivered…
Roughly two hundred sup calls escalated…
Approximately forty-four agent binders audited…
Five subordinates attrited…
One town hall hosted…
And now fifty you had me at hello! entries posted…
I’m sure all of that definitely calls for… A VACATION LEAVE!
GUAM, HERE I COME!
Be back next week! See ya! […]
India: High Competition for Call Center Employees | Thursday, December 6th, 2007
Posted in Experience, Opinions, Call Center News, Daily Stress
I was attending a leadership training session yesterday and my trainer brought up something interesting. My previous trainer (who happened to be Indian and who inspired me to write about my Coal or Diamond post) told him that the competition between call centers in India is extremely aggressive. To elaborate, this is what he told […]
34 Ways To Get Back at Telemarketers from InsideCRM | Monday, December 3rd, 2007
Posted in Experience, Funny
I haven’t checked my “other” mailbox in a while and guess what I found. Amy Quinn from InsideCRM told me about a recent article they just posted called Flip the Script: 34 Scripts and Ideas for Getting Back at Telemarketers.
As a former telemarketer, I hated customers who were so rude and cursed to me a […]
Business As Usual During a Time of Rebellion | Saturday, December 1st, 2007
Posted in Experience
Before I went to work on the eve of Bonifacio Day, my whole family was watching the live telecast of the Manila Peninsula Mutiny. Unfortunately, I only saw bits a pieces of it as I was preparing clothes for a team outing in Laguna. Aside from that, I had so many things in my mind […]
10 Steps to Becoming a Great Supervisor or Manager | Tuesday, November 27th, 2007
Posted in Experience, Opinions
The following is an article by Brandon Hopkins who is a call center consultant and blogger. You can read more about him and his project on this page.
For most call centers, the supervisor can either make or break the operation in terms of customer service. A great call center supervisor means great customer service, […]
Pizza Anyone? | Wednesday, November 21st, 2007
Posted in Experience, Opinions
“The way to a man’s heart is through his stomach.”
It’s the way to your agents’ hearts too.
Hands down, the ultimate call center food incentive is pizza. It even seems like pizza companies have added call centers as a huge part of their target market, that there are even some chains that operate 24 […]
The Biggest Call Center in the Philippines | Sunday, November 18th, 2007
Posted in Experience, Call Center News, Careers
I just learned that Teleperformance Philippines had opened a new site last month which is actually the Philippines’ biggest call center. The new site is called New EDSA IT Center 2. Sources say that the center is a two-level building occupying about 16,000 square meters with 2,500 fully equipped workstations.
This is probably the first time […]
Coal or Diamond? | Monday, November 12th, 2007
Posted in Experience, Opinions
Something I learned in my recent Leadership Training:
“There are two things made by pressure: COAL and DIAMONDS. In our industry, we are always working under pressure. But in the end, it is you who chooses what you want to be.”
I’ve been let down. I’ve been resilient. I’ve been coal. I’ve been a diamond. Not until […]