Being a Call Center Employee in the Philippines Be Like.. | TRABAHO

*This video is sponsored by VXI*

Hey guys! You requested for me to try this job, and so I did! (And it's the first time in a while that my heart throbbed like this!)

Special thanks to VXI for letting me try not just one role but three (!!!) in a BPO company! Huge respect for people working in this industry!

*Instagram

*My Podcast

*Business Inquiries

*FAQ
Age?
- I was born in the year of 2001, 10th, of February.
Height?
- I’m 170cm tall.
Editing Program?
- I use Adobe Premiere Pro.
Camera?
- I use Canon EOS M50, SONY ZV E-10, SONY FDR-X3000 & iPhone XR.
Filipino/Korean?
KPOP?

[my_farmlife]

Working in the BPO industry for 15 years is not that easy but I'm still grateful for the opportunity because I was able to provide the needs of my family.

[Nezukobragais]

Working in a BPO industry is really as tough and challenging as I once thought it was not. It could drain you to the core, physically, mentally and emotionally. You need to always have a bunch of extra energy and patience, and also motivation to drive you on. Kudos to all call center people for winning over yourself and over the challenges you face everyday!!Double-salute for you

[claireb]

I dont know why. But every time i think of working back to BPO and taking calls makes me feel sad. I mean, I even feel like crying.
My BPO days were very much alive. I enjoyed having friends. I enjoyed the liberty of time outside the house. Gained a lot of knowledge.
and even met my Wife. She was an HR of our company.

I dont know, but when i look back, i have this "Trauma" kind of feeling that is telling me "No! you dont want that kind of life."

then it hits me. To all the people that worked and still working in BPO.. Your life, our life, is/was not easy af.. salute you guys! hang in there..
Worked in BPO form 2008-2014. The highest i reached was TL. Damn!

[TheBrideOfChristTV]

I miss going to the call center. I also used to be a vxi, that's how it is there, when I applied there only via phone, from initial interview to final interview. One day processing in vxi. I stopped doing call centers since I became a vlogger.

[SelwynClydeAlojipan]

If you can survive and thrive in a call center environment for at least 3 years, it will teach you the following skills that you may not have gotten from other jobs: (1) Active listening, empathy, and acknowledgement; (2) Good diction, pronunciation, and enunciation of spoken English leading to fluency and spontaneity; (3) analytical and problem-solving skills together with note-taking and multitasking, including working with complex business processes and computer software. From there on, you can specialize in delivering good customer service or salesmanship even if you move on to other jobs in the corporate world.

Good job to Jessica and thanks for highlighting this very important service industry which is providing gainful employment and income to many Filipinos inside the country so that they won't need to work overseas and away from their families.

[shakiraaaaa]

This is the most helpful and realistic call center agent employee video I watched so far. Thank you so much for the effort, Jessica! Helped us a bunch!

[ScribblerinPanic]

*i used to work from 2006 to 2017 in a bpo company as an administrative officer, and though i was not part of the operations and did not take calls, i still had this idea how it’s like to work in a bpo company. masasabi ko, hindi madali. sa training pa lang, pwede ka na agad maligwak ‘pag di mo na-meet ang required scores. tapos, ‘pag nasa floor ka na, may kpi **_(key performance indicator)_** na hinahabol ang mga agents, may aht **_(average handling time)_** na need ma-maintain, dahil ‘pag di mo na-reach, care bay ka. at ‘pag tatlong beses ka nang nalalagay sa care bay, babush, hanap ka na uli ng ibang trabaho. pati cr break, naka-timed, bawal lumagpas. hindi pwede basta-basta mag-leave, months before dapat magsabi ka na kasi bawal na madami kayong magkakasabay-sabay; may pasok kayo tuwing holidays at kahit binabaha or dini-delubyo na ang pilipinas. kaya yung mga nagsasabing trabaho ng mga tamad at bobo ang call center, think twice. ignorante kayo kung ganito thinking niyo...*

[EAmusichannel]

I salute to vxi for allowing you to experience and making a videos about how call center agent do their job, its a big help for us who wants to be part of bpo company who have no idea on how they response for the complain or inquiries.

[DarrenComendador]

I'm a veteran agent. Used to be a legend in this environment. It's one of the things that can really cause PTSD due to the unbelievable stress, pressure, anxiety, and panic that you may have to experience while trying stay calm, collected and be kind no matter what happens. To be the professional. To be the bigger person. To be the hero to hold their hand even as they bite that hand. I used to say, "There are only two kinds of people. There are agents and there's everyone else." This line is truer today than it ever was before. Thank you for paying homage to all those years of bloodshed, sacrifice and tears.

[miiiyuhhh]

As a preschool teacher, it would be cool to see you as a preschool teacher for the day hehe

[PowrTeam]

From CSR/TSR to IT Service Desk and now an Application Support Analyst for a clinical research organization. I will be never be in this role without the things that I learned working in the BPO industry for 10 years. Salute to all the CC agents working hard to support their families and achieving their goals in life. #BayaningPuyat

[ZappyLife]

As a seasoned call taker in the BPO industry, I’ll grade Jessica 8/10 on her mock call. She’s actually good!

[ellaineonisa]

This is very helpful to all newbies in the BPO industry they get some ideas and tips on how to take a mock call and answer it nicely, also because of this episode newbies get an idea of how to pass the interviews.

[chingworkz]

It ung raw vlog na nakita ko na accurate for all the fresh graduates to understand what's like being in BPO pre interview or initial interview.. good job maam!

[AkilezNewEngland]

I always talked to a Filipino Customer Service when i have problems with phone, cable etc bills. I live in Boston. Majority of them are very nice and educated.

[aejoymamotosfermin]

Salamat ng marami sa'yo Jessica dahil tinutupad mo ung mga request/ suggestions namin. Kudos sa'yo at sa Team mo, Jess more power and blessings to you and your channel. We love you! Good job Jess! 💖💕

[greenwillow]

Considering the strict guidelines and privacy rules of each clientele in a BPO asset, it’s great to know they have allowed you to experience and film this. At least now people who always misconstrue that BPO employees are like “cheap” people who have no skills can see what it really is there. Hindi madali ang bunay call center. Good job, Jess! 🎉

[allanc_me]

I did not finish college and thanks to the BPO industry I was able to send my brother to college 😊😊😊

[palestinevenezia]

BPO is one of the stressful jobs here in the PH. I worked for 6 mos. In telco, and my mental health were messed up bcs of that. Optimistic and fun during training. Emotional and drained in production. Depends on the LOB tho, I learned so many things and it tested my courage. Now I am starting again with a different account 🙏

[huberteychzapata]

What really makes call center a very difficult job is
1. You have to be kind and patient with your callers,
- regardless if you are having a bad day
- if your not feeling well
- sometimes you are treated like shit but you have to held it in because you have a job to do.

You can't be rude
you can't be sarcastic
you can't curse them
you can't show them any hostility
or it will be marked by QA as a rude call which could potentially lead to termination.


2. Strict compliance
if you don't have the discpline you really won't last long in the BPO
because some company follows
a very strict compliance and commitment

one of it you can't brint any smart devices inside, your not allowed to bring paper and pen, notes your not allowed to leave your computer open, you have to adhere to the lunches and break time schedule any instances that you don't without permission from the TL or workforce or any instances where they find its unreasonable or not enough as a reason to be forgiven they will verbally warn you first some leads to memo.

Any instances you are found leaking
information intentionally or unintentionally could also lead to termination they treat data privacy 100% zero tolerance

One of the BPO's strictly compliance is you have to be present at all times. And if you are sick you have to call it in 2-3 hours prior to your shift and you have to come back with a medical before they can approve you coming back to work again.

So rain or shine you have to come to work, so you will really experience na kahit baha kayo you have to find a way na maka pasok kahit late ka.

Some also follows pointing system wherein you are only allowed to have this 'X' number of absences that includes tardiness. When you reached the ceiling you will be called in for an HR talk. Possible termination or suspension it depends.



Another thing is the metrics you have to meet,

It depends on the account what metrics will be given, often times you will hit it often you won't but for seasoned veterans in BPO which is amazing they are really able to hit the expected metrics each month which makes you wonder how they are doing it and whats the difference with what you are doing.

some fails at QA
some fails on Survey
and some other metric.

A Csat driven account is one of the hardest account you will encounter because how they will rate you depends on how they feel, "How you made them feel" it doesnt matter if what caused the problem is process driven, The flaws in system, caused by another agent or a mistake in the item given they will rate you based on how they feel and its undisputable whats rated is Final and if you fail it either you dont get an incentive or it you could be subjected to program or any coaching until the day you meet that specific metric.

Some of the account their most difficult is QA especially in accounts that are process driven, complicated accounts that requires a lot of notation, articles, links, and resources any of it that will be missed will be a marked down, if the SOP is not followed it will be a marked down.


Another metric that could affect you is what they call FCR or first call resolution where in that caller must not call with the same concern.

So its really not easy just how other people describes.


Telco
- Retention account
- Tech support
- Billing/ Customer General service
these departments will really hit you hard especially if you are new to BPO

Finance and Health accounts specifically Big companies are very complicated accounts ex. Cognizant, JP Morgans, Wells Fargo

And last but not the least
Uso ang palakasan sa BPO
Uso din discrimination
Pag di ka favorite ng TL mo ng Workforce or OM nyo lagi kang kawawa lalo na pag Jerk yung Immediate Supervisor mo kawawa ka talaga

Uso din uung na pro promote kahit interms of skills and metric hindi naman sya eligible

Merong kabitan, chismisan at chukchakan. So the environment is really not for the weak willed.

Kaya hindi BASTA BASTA maging call center gaya nga ng sabi ni Jessica naka upo sya pero she felt like she is not sitting on her chair.

And know this lalo na sa mga high call volume accounts. You will learn to appreciate your 15 mins break lalo na yung lunch. Kahit isa or dalawang minutong avail time feels like a gift in christmas.