12 posts tagged “work”

Irene (confined)

Is cosplay becoming a fad in BPO's now? A few months after I left Teletech, they held a cosplay contest as well.

I originally wanted our team to go as the AKATSUKI but that plan never pushed through due to the lack of funds and motivation. Instead, some of my teammates and I dressed up as "dolls" and I (again) revived my Irene costume.

The preparations took us weeks so I was very disappointed when the actual event only lasted less than an hour. We just needed to submit "one shot"  to the judges and that's about it. I could've just submitted an old photo to them. Grrrr! It was the shortest cosplay I've ever done!

It was a good thing that some of my teammates decided to roam around and take more pictures as souvenirs.

Closet Cosplay

I have been in the call center business for almost three years. I don't consider it as a career but it's a good source of cash and freebies.

1) Teletech - Novaliches (2 years and 2 months)
2) 24/7 Customer Inc - Makati (7 months and with them 'til now)

I received a lot of giveaways, prizes, and 'treasures' while working for these companies

[link to full album]

Because of Teletech, I was introduced to the call center industry - entertaining, challenging, and stressful. Liking the call center job is similar to being addicted to coffee. It gives you that warm feeling at first, but then it leaves a cold feeling inside, yet you will crave for more and repeat the process.

I entered the business mainly because of the salary, something that none of my previous day shift desk jobs could give... but then, as the days, months and years passed, I realized that the salary and benefits are just part of a bigger picture.

I learned a lot of things as a Technical Support Representative. I improved both my technical and communication skills.  

Even though I took up BS Computer Science, I was too afraid to tinker with my own gadgets because I might blow them up! That changed when I became a TSR. I had more confidence in fixing not only my desktop but also other people's computers... it's the result of training and experience on the Floor.

I also became more open-minded, less immature and more outgoing. Back in HS and college, I never went out with people if I know that their ideals are different from mine because I was afraid of being rejected and being called a 'weirdo.' In Teletech, mingling with people of mixed opinions helped me a lot in understanding and accepting differences. I also learned to somehow control my temper, which has been my problem since I was a kid. I talk a lot now too. I was very shy and timid before I entered the business, ngayon, I can be listed as the noisiest in the class! 

I became one of the top agents of Teletech ... not only within Novaliches, but I became the Top Agent of all Teletech sites around the globe. My 5th month in the company is something I consider special, because I became HirePoint's Model Employee ... I was interviewed by Teletech VPs and OMs, they took photos of me and gave me rewards. I made my TL very proud of me ... and I am also VERY THANKFUL to him because he's the reason why I reached the top - even though he often scolds me (haha! peace, Boss Froi!). It was nerve-racking but it was a great experience for me, especially since I love the attention!

After a year and a half, pressure started to sink in. The Client posed more challenges to its employees but the management rarely gave compensation. Still, I became loyal to the company. I didn't try applying for a Level-3 or TL position because I know I am not fit for those. I remained an agent until my TL Noel (who's now an OM) gave me the opportunity to become a floor support. I liked the idea because I can slack off a bit, avoiding the stress of taking in calls, and at the same time teach the newbie agents a thing or two about troubleshooting. I stayed as a floor support for nearly seven months, taking in calls only when I needed to be evaluated by QA or ACE. I became Noel's top agent and usually got my AVP bonus. 

During my time as a Floor Walker, I often get these "papers" from my TL stating that I did something wrong with my past calls but there was no ticket or reference number indicating when I made those mistakes. My TL said "Wala lang yan." so I just signed it without a second thought. I received about eight of those RED ALERT papers.

December 2007 ... I, together with 3 of my teammates, was called by the Talent Acquisition and we were asked to take a "diagnostic test." When we asked what that was for, the T.A. said "diagnostics." We thought it was some kind of survey so we didn't mind and we took it. After we passed, the results were then given to our OM and that's when ALL HELL BROKE LOOSE!  

There was a meeting held and we were informed by our OM that we're gonna be transferred to another account. Either that or we will be watched over and eventually be terminated. When we asked "why?" the OM said that it's because of those RED ALERTS that we signed. The papers which my TL told me that "Wala lang yan." were actually a passport to our termination. We told the OM that there's not enough basis for it, especially for my case since I RARELY TAKE IN CALLS. Besides, my TL has the file of our metrics and even though I only have a few calls, I still meet the quota. Same goes with the other agents in that room. I don't have a grudge against my TL. He was just doing as he's told by the higher-ups - like me. I am even thankful for him, for everything he's done for me and my teammates.

Anyways, it was also explained to us by the OM that if we decide to stay in the current account, we will be watched over and if we still get more of those RED ALERTS, then we'll be terminated. On the other hand, if we go to the new account, all written warnings will be voided and we can have a fresh start. After hearing all those, I really shed tears. I did my best for this account, and now they're trying to get rid of me. It was a really bad experience. 

Nonetheless, I took their offer. It's nearly Christmas and I can't be jobless. All the vacation leaves I filed were also voided so all my plans for December and January were cancelled. It was not a good start for me on that new account.

Even though I was a regular employee, getting a vacation leave became a burden. The schedule also changes every week thus I cannot plan ahead... I almost lost my social life and I became sickly!  

I told our trainers how we can file for a VL but the reply I got was "Why do you want a VL so much? You miss the training, you miss a lot." In one point, I understand her, but what I did not like was how she delivered that reply. Smack right on my face. I was asking her nicely... If I was in a bad mood then, I'd tell her off or even bite her head. It’s my VL after all and she needs not to care about what I’ll miss.

I then told this to our OM and the reply I got was "Let's be more mature and try to understand the business needs." I like the OM because he's really friendly to his subordinates but his and the management's ideals were too much for me. 

As the months passed, I liked the new account less and less. There was too much pressure and I was not improving at all. While some new-hires looked very enthusiastic about their jobs, I was sulking on one corner. I became the "black sheep" of the team. My stats were at its lowest and I began incurring absences. I also filed VLs and ATOs as much as I wanted. I did everything just so I will not take in calls, get more scolding, bring the team down and get stressed.

It was not as “healthy” as the others think it is too. There was little support from the higher-ups and so little training for a highly-technical account. But these flaws are never realized by the management. They always have a mindset that the agents are causing the site’s metrics to go down. Well, as I read on one post ... “The SUCCESS and/or DOWNFALL of a company hinges on its EMPLOYEES. TeleTech-Cainta’s downfall is due to the UNDERVALUE of its HARDWORKING EMPLOYEES.” (footzyxxx21, from Pinoy Exchange [link]) Well, same thing goes for Teletech-Novaliches and its other sites. 

The new account imposed so many rules, some of which are truly impossible to attain. They implemented these to try and get rid of their agents because rumor has it they’re gonna close down and they do not have a place to transfer these agents to.

May 2008, after serving Teletech for two years and two months, I finally made my decision of leaving ... May 22 is the date of my official resignation.

I applied in 24/7 and was given a better opportunity, something that I can also be proud of.

Teletech is a good place to get experience in the call center industry, but’s not a good place to build your career especially if you don’t frequent its lung centers.

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*My Teletech Dollars I never got to spend ...

More Teletech Photos  [link]

Dada, me and Lucy

Event : Teletech Summer Outing 2008
Date : May 18, 2008
Venue : Enchanted Kingdom, Sta.Rosa, Laguna
Photos : http://lunarpanda.multiply.com/photos/album/85/Trip_to_Enchanted_Kingdom_2008

I invited Dada (my boyfriend) to join me in EK since we've been planning this for a long time already. Chan-su-desu~

We had a bit of a problem when Dada's ticket was claimed by another person the day before. I had to talk to several people in charge to give us a spare ticket since it wasn't our fault that we didn't receive it anyways. Stupid is the person who gave the ticket to another stupid person without asking for an ID. Of course, it was our ticket, he/she/it should give it to us and to no other! I was so frustrated that I was shedding tears on our way to EK. We then found out that the culprit was one of my teammates. Funny thing was, he saw me on the office premises and he never mentioned about it. I then found out that he "secretly" planned on getting the ticket so he can take his girlfriend along. What a CHEAPSKATE! I swear I'm gonna cut his manhood when I have the chance! That @$$h073 will receive no mercy from WRATH! Haha, just kidding. I will leave the corrective action to my TL. I'm leaving the company after this anyways. When I see him in the new company, THEN I will do some killing! XD

We arrived in EK around 9:45AM. There were already a lot of people and uber long lines for each of the rides. Boohoo~

We saw Lucy (Dada's friend who's from Teletech-Roxas) while we're eating pizza. She then joined us in our adventure~ Weeeee~~~

The rides we took were the Flying Fiesta, Anchor's Away, Rialto, Theater 4D and Roller Skater. We also stayed in the arcade for a few minutes. We weren't able to ride the Space Shuttle because of the uber long line and we're running out of time. T_T

We left EK around 6:30PM and arrrived in Teletech-Novaliches around 7:45PM. ^_^

It's been raining the whole day ...

The creek on the left side of our house was overflowing and it caused flood on our front yard. I can see my cousin catching fish that were beached on the road - lots of fish!

All phones in the village have no dial tone.

Dada said he tried to call me but the line was busy. We even had an argument because I thought he had forgotten to make that 2pm phone call he promised yesterday. I'm glad we're able to patch things up before he left for work, otherwise I'd be in a really bad mood again.

We can't call the security guards to send either a taxi or a tricycle. My mom said she can't drive me to work as well because her car's brakes might be jammed because of the flood. I can't walk from our house to the front gate of the village to get a ride because it's going to be a 15-minute walk for me and I don't want to catch a cold... not with the weekend coming.

The result? I had to call our company again and tell them I can't report for work today.

It's a good thing I'd be able to rest for a bit from all the stress... but because of the rain, most of my weekend plans might also be jeopardized.

I hope the bad weather goes away soon... or I'll really be in a bad mood.

    I failed my QA for the 3rd time in 3 months (this time, I got 0.0% for Customer Mistreat) and I received my First Written Warning from my team leader. He said I should've been terminated by now, but since I am a reliable agent then he'd just give me a note. One thing I liked about my TL is that he understands why I felt frustrated and he kept his cool and didn't scold me even though I know deep inside he wants to chop my head off for getting that evaluation... He reviewed my stats and the essay I passed to him last April about our strengths and weaknesses. He said "It clearly shows that you are 'demotivated.'" I stated on my essay that motivation is my main weakness. I'm not a well-disciplined person and I only do good when I feel like there's a reason for me to do things properly. If that driving force disappears, so does my performance... He then explained that if I no longer like how things are in our company, then it's time for me to look for a new job... but since I am still staying in the company, might as well do things right even if it's hard and unfair. It's like what my parents said, "Nandito ka sa bubong namin kaya dapat mo kaming sundin sa gusto namin. Kung ayaw mo, lumayas ka!" He's got a point and I think I deserve that First Warning for me to cross the right path again.

    Sa akin naman, I still don't like the company and how they treat their employees... but it's distance to where I live still plays a HUGE part so I will stay... until I move out of our house or look for a job that gives twice as much as what I am getting now.

    Hopefully, I can find a good website or a good book that offers ANGER MANAGEMENT tutorials. hahaha!