Why people Leave

Change.
Nothing is permanent.
We hear several icons and inspirations resonate this fact.
Songs, Speeches, Movies - you get the point.
Too little of it stagnates the soul, too much rattles it.
But can this very word that elected Obama be just as ferocious and fatal to one's company?
We often hear how too many people complain about how routinary and boring their worklife has become.
The usual,  too long a queue, same pitch all over, same people, same sickening schedule, awake at nights, can't sleep in the mornings.

But the bigger repulsion to a change would be that of the MGMT's - no I'm not talking about this years Grammy nominee band - which is good by the way, you should check it out.
Whether be it a change in style, approach, or the revamp of the whole Management - change is always something employees dread.

A change in metrics sometimes as required by the Clients for BPOs spell a whole new level of agitation and lead to sometimes even mass resignation.

This is how I observed its done
A trending in a centers performance whether up or down may lead to gradual changes, if performance is up - chances of goal increased increase, if its down, chances of additional Key Performance Indicators result.
But more than the change - how change is delivered should be 2nd priority if not the 1st.
Making sure all key persons are well calibrated - should any inconsistencies arise - it is important everyone is supported.
Understanding the reason for change - Transparency is key here - Employees are smarter than what some employers may think otherwise prepare for a revolution.
Encouraging the change - Even good leaders tend to be remiss on this - but that's what separates them from the great ones - Speaking the language most familiar better if they begin to practice the change themselves.
Communicating directly to your employees let them know they are as vital to the company as much as the Big Wigs thus create trust.
How to work with the change - Tools, support groups - anything to show that we are guided - and not expected to grows gills for  underwater breathing.

I don't read a lot of leadership books - so I may not be too sure if a company is managed well, but anyone can tell if its mismanaged - attrition speaks for itself'.

We leave not entirely because of the changes, too much and lack thereof.
Communication on these changes however, could spell a big difference.

Weathering the Holidays - Call Center Style

Oh the weather outside is uhm colder..

At the hint of the first Christmas carol, come the most anticipated and dreaded at the same time Time of Year for us nocturnal professionals.

Pro
13th month pay and all bonuses
Extravagant Xmas Parties


Con
Work on Holidays - Applicable for mostly Inbound Reps (Tech Supports, Customer Service) - Outbounds get better schedules as we follow American Holidays




More than anything, Our culture centers on family - Maybe one of the only few things i love about our culture - It is always imperative to be together especially during holidays.


One TV ad rings to mind, remember when the whole family chose to celebrate outside of their kins Office on Christmas day? Never fails to bring me a tear.

In close to 5 years of my experience with Schmetel (you'd only be a fool to think this is not a code name) I have been blessed to worki in Cebu, Libis, Makati and Alabang - the initial corners of the the Call Center world, and only being required to work on 1 Christmas in Cebu City.


December 23rd - Cebu - around 8:00 pm

Management Team were deliberating on what to do - to make the Christmas eve better or at the very least bearable for our agents - Sure buffet was ready but every family has their special treats at home - My boss was talking about how the previous year they showered the agents with candies and goodies strike of midnight, some of the agents were teary eyed - Confused I burst into laughter - and then they were all quiet - I replaced the laughter with another sarcastic ''Awww'' , they'd think it'd be tears of joy for candies? What are they 8? Some of these people are spending their first ever Christmas away from home - thats what their tears represent.

So who do you think was appointed to be in charge of the goodies? you guessed it - Me and my jaded little mouth - I ended up buying the best chocolate cupcakes I could find - I figured why not give the agents a little something to remember home -  Sadist was I? I thought it was sweet.

December 24th 11:58 pm
We started handing out the cupcakes - and then candies on the side - Okay so I gave in only because I believe we have to nurture our inner kids.

So it went well - Maybe not as well if they were home - but it didn't feel like my reps were as disappointed - after all its just another day.

In some ways I can relate to OFWs - missing the the holidays and all - how brave they are, and gained more respect for us Call Center employees.

We realize more than in any season why we are here - For our family and it makes more sense and less sadness - For we will endure everything for our family - even if it means missing the holidays.

Anyway its only a matter of hours. Advanced Happy Xmas!

Rebound Company

Like in an any relationship - being the rebound is definitely a no no, that unless it is your bleeding desire to further the hurt, if S & M gives you the thrill, then thrill away.
It maybe a little different to spot these rebounders especially with the CC industry, everyone is on their best behavior, Stilletos shine to deceive, or more so to impress.

Lets look on the other side of the coin here - We've had our share of friends who hop from one company to another so much so they should get a stamp on.

I've worked for this Multi National BPO for roughly 5 years, we all know what an achievement that is, with the general attrition soaring up to heights faster than Big Brother evicts people.

And then I made the boldest move of resigning, too much comfort and saturation perhaps. Too much of the familiar maybe.

So I wouldn't be looking for anything serious, just something I can get by with, while I'm figuring out what it is I really want.

And by stroke of mad luck - Jobstreet posts this lucrative albeit unrealistic advert, I guess I can still afford a little whim.

I wanted my time back, and given they've arranged a salary package meeting my expectations, what have I got to lose? And the 'We're like family here' spiel always is a good motivation to work.

All the signs pointed to it, giving in more to intuition rather than reason, I surrendered - This being just my second full time job.

After just under 2 months, you begin a minor assessment if this is going to work - like in a real relationship. So Companies listen up err read on.
Pros, Cons, - Do the Pros outweigh the Cons?
1. People - Do I really want to be associated with these people? Are they willing to include me in their posse? Am I?
2. Superior - Do my superiors deserve my respect? Will it get better? Will they?
3. Work - Do I see myself doing this for a long time? For real?
4. Growth - If growth isn't what your looking for, you just may be lying, because anything that will not let you grow, will only help you get worse. Do I see a future in this?
5. Will it get better? Can I handle the heat? Do I want to?


Now that I am out of my Sanctuary and in to the 'real world' - I have better understanding of the CC hoppers - Not that I have new found respect for them - Lets just say I have an idea why they do that, although I'm still clueless why they do it often, maybe just doggone misfortune.


People leave for a myriad of reasons - which only points to one thing actually, Happiness. More than growth or anything monetary, consideration of present happiness is almost always what cinches the deal or in this case, breaks it.

And yeah, worst thing about rebounds? They never last.

Gays in the Call Center Industry

Other than showbiz, I have never seen a more concentrated populace than in our Industry, Reps, TLs, QAs, OMs err you get the point.

Why you may ask? After years and years of being misunderstood and treated like trash read Mon Tulfo http://newsinfo.inquirer.net/inquirerheadlines/metro/view/20091119-237115/Gays-should-not-abuse-societys-tolerance - We have finally at least in this growing industry proven ourselves not as second rate citizens but productive, reliable individuals.

This is about the only other industry where we flourish, and are required by our work to be so - How many gay top performers do you know in your office, especially sales? We are everywhere.

And as our population grows little by little we become varied in the hetereyes, like each person is different from the other duh!

Yes we don't all wear makeup and are not compelled to - but it doesn't mean that those who do deserve less respect - We are trying to live our lives the best we can, and this industry somewhat allows that - And no Mr. Tulfo we don't need tolerance from you - Funny did it ever occur to him we are tolerating his bigotry and for far too long!, funnier even that these people know of only lashing out on minorities to get attention - Well then here you go - Moo!

I feel the need to speak about this because think about it - Some Bully is tormenting your bestfriend, your father, your son? Are you just going to sit there and stare?

I apologize if I'm a little out of track here - I just need to let this out.
All I'm saying is we(LGBT) do our best in the hopes of progress and yet here we are again, Why does it feel like I have to prove myself always.

Honestly, Personally i don't because people will always make you feel that way to make them feel better about themselves - And I am not a fan of baits.

We are here, there is no use in denying that - We are not going anywhere - So live and let live.

Taglish

We see our celebrities exercise this, like it is something to emulate - The more english words inserted in their Filipino frame of thought the smarter they think they look - Think being the operative word.

We've seen poverty raised nouveau riche's struggling to fit in to their new found opulence - abandoning completely what may have been their only motivation - Poverty - until they are completely recluse of its clasp - that is, until everyone pretends to forget.

Experience is rich - however empty stomached it is - I know you're thinking of that same hunka actor.

It is one major drama of our culture to rise out of this mud and get our tush wiped clean, polished to shine - reveal what is just who we are - regal
We have been conditioned to feel second rate - by our perpetrators who's only aim is to make you believe we are less than.


Before I begin to mumble more words about equality and patriotism I will stop.

Taglish

Mongreled term for Tagalog and english, often associated with people who know better, or better educated than most or think they are.
As much as speaking straight english is most desirable our language does not permit several terms to be entirely understood and therefore claimed for interpretation like 'maarte' hehe of all words that is what I find hardest to translate - I'd usually revise it with regard to context but on lazy days I would succumb to its use.

Anyway - what pains me more than anything is how Taglish has been an excuse for people to alienate or better yet elevate their presumed status - thinking that speaking english makes them look better or smarter - in certain cases that may be true but when you begin to speak inserting english terms like 'ýou know' and 'what not' only effectively contributes to people thinking you are far less than what you are trying to be.

I have never been in any conversation that did not include the use of at least an English word - Sad to say but its the truth - Maybe its the hazard of work - maybe the evolution or regression of our language or maybe because we are sorely trying too hard.

I honestly applaud people who speak Straight Tagalog or Straight English.
I specifically remembered PGMA react on a question by saying 'I don't want to make patol...'sounding more like a brat than an authority figure.

I hate Taglish but live with it everyday like perhaps some helpless BO from a passerby - You just let it pass I guess - Don't get me wrong all love goes for the Filipino Language - But if I hear another 'Wer u na?' - and I'm simply going to flip out.

Why so little? Call Center Life

Often I am embarrassed to claim I work for a call center for the ff reasons;

1.People think I speak really good English - assume I have tons of money
2.People ask why - As if I sold my soul to the devil
3.Worse some elitist wannabes would respond with that look - u know the kind - As if their jobs help restore the Ozone layer - The better than thou look.

I often hear people say that being a call center agent is 'nakakabobo', well believe you me, having taken part in recruiting for my used to be Big Co, I may just have seen it all - So why have been people from all walks of life weather this endeavor?

-Provincial - Travelling from the not too far Laguna's and Bulacan's to the are you kidding me Pangasinan's and headed off home the same day.
-The Experienced - Twang dipped so called tenured agents from other Call Centers
-The Richly Educated - Doctors, Lawyers from different schools and backgrounds.
-Quinquagenarians - Those who remind us of our parents that you feel sorry for when you know you have to give out you 'We will call you + Don't call us' spiel.
-Fresh off the kitchen - Wide eyed innocence, flawed grammar.
-Couples - Romantic, Buddies - Referrals
-Groups - Graduates of the misunderstood call center training courses.
-Come back Divas - Those whom sought for Greener Pastures only to find themselves caught in a marketing haze.

It's all about the money - save those precious Freshies off the Kitchen' I'm really here for the experience, Be part of the boom!'
And with the dire need for manpower - Almost every Company is willing to hire just about anyone with a pulse - So we find either them lost in this sea of Metrics and Culture and Schedule - or us in confusion - We're being outnumbered by the fad.
And for those who can't take the heat - You find - multiple reasons for their attrition and only 1 reason from the company - Non Performance.


Embittered they leave, and not without a fight of words, swords and serious legal disputes. Swearing among all their friends how pathetic, easy or some minorly thought of reason for leaving - it was and how it is 'nakakabobo'

The only way to succeed is to get better at it. I have seen reps remain idle for 5 years whereas, some would rise up to team handling posts in a matter of months after getting hired.

I know of this friend whom I dearly love, for 5 years hadn't a movement, and this other one who in a span of 10 months got promoted 3 times, the last being an appointment for handling her own team.

The difference? Paris (Idle Beauty) didn't aspire to be better -perhaps content with her position and disposition while
Nicole (Sandara Park-like Career) had gazillions of books about self improvement and even asked for my assistance before her TL assessment..

More evident than in any industry - Performance speaks loudest here, knowing the right people maybe, but tell me an industry where a little bit a pseudo Nepotism did not exist? Not that I support it - it would be fallacious to claim it is not happening.

So why so little?

I remember an episode of Friends - the one with stripper I think - Joeys the best man and he lost Ross' ring and immediately putting the blame on the stripper - During confrontation stripper says something like 'I make 1800/week, do any of you earn that?' Turns out Joey's goose had a taste for the fancy and shiny.

We don't go chasing after a stripper career after finding that out - But as the economy continues to betray our wild hopes of success - We just might think about it, Maybe.

I'm not saying we are the new whores of this town, but just clearing one point.
We did not steal your diamond rings, so don't gimme that look.

Habba Happy Holiday!

Happy Thanksgiving Everyone! - Not that it means anything to us Pinoys other than the joy of Rest..Day that is - Long weekend Woohoo!

With the Holidays knocking on our doors and into our rapport building with customers it doesn't hurt to at the very least be politically correct - That way our purpose of rapport yields maximum and we don't offend anyone.

Q4 sees a lot of holidays coming - Halloween, Thanksgiving, Christmas, Hanukkah etc.

So when wishing our customers well as a good way of ending the call - it gets tiring trying to think of which holiday we want them to be happy on.

Besides greeting a Jew Happy Christmas might mean the same way as you would with an Iglesia ni Cristo Devotee. Or Happy Hanukkah to Christians just because you want to be creative.

Have a Happy Holiday vs Happy Holidays?
I remember talking to a customer and saying Hava Hava..Happy Holidays!
Come to think of it they both mean the same thing - Why stress my mouth and the receivers ears?

I'm just saying Holidays are great - better when we get to spread Cheer! And only when you mean it, otherwise people can tell if its Kosher!

And the Weiner is

Sales for me is the most fun Business Unit.
Spiffs, Commissions, Really loud, big personalities.
Who here doesn't get a bit of a natural high every time your sale gets announced?

Towards the end of the Shift, the winners for the days Spiffs are either awarded with GC's or Cash.

One friend got the spiff and so it was announced
'And the speef weiners for the day are?' Mind you who shouted, of course most of the time TL's have this task.

I whispered to her as she went on her way to get the prize - Go Weiner!

We have to give the TL something, at least he was consistent - Speef - Weiner

What a way to motivate people - By calling them weiners! hehe

Bravo - Here's your standing O - Just don't get too excited or other Weiners might stand up - PUNNY hehehe.

Moo Confessions

A friend of mine steps out of the cab and to her oblivion her 20 Php bill drops on the road - this is in Libis by the way - To her suprise a good samaritan calls her attention and says 'Miss, Miss your MANIPOL'
Startled she walked away thinking what just happened.

Its not that her MAN Nipples were showing - for sure he wasn't that metrosexual to invent a new description for what would look like a man's areola. Plus she was wearing a plain old black polo shirt so no Janet accidents would be possible.

She was in libis and that guy was definitely from the Call Center in the next building and then AHA!

He wasn't shaming her - He was simply being nice.

And what would have started to be a beautiful relationship (he was kinda cute btw) ended up in true loves demise - Moo!

You know?

I get it - Its for buying some more time - Because the influx of our thoughts and ideas is just too much for our mouths to endure or not.

Fillers

You get them on records of even the most prolific of songwriters, either because of indulgence or laziness or time pressure - you pick your most believable alibi.

For us call center peeps - This might be one of our most evident Moo's (BTW I've taken the liberty of calling it that as it is cuter and Boo Boo's are just plain redundant - 1 Boo is enough hehe) Even our QA friends will agree.

These useless terms serve only one purpose - and that's to show everyone how inadequate we are - or to put it nicely - unprepared. So saying 'like' as in the movies or how some celebrities would overuse it is not only uncool, its also annoying.

Pick a favorite - you know, actually, basically, right, so and the least ashamed of them all - the good ole 'ahm'

Listen to yourself and try to write the sentence you would say.

Take out the filler and read it, does it change its definition?

So really, believe it when they say 'Less is more'

I say its divine.

EOP - English only Please

EOP - English only Policy

We find this phrase ever ubiquitous in almost every corner of our workplace, constantly reminding and sometimes threatening in most ways.
That way either we

1. Practice Professionalism within the workplace
2. Improve on our Comm Skills
3. Make our customers believe we are not in the Philippines - Some Companies actually have to lie with regard to its Location - i.e. Our Headquarters is based in AZ.

I get that - I enforce it to a fault.

You know how it is, If you're not rich and you speak English all the time people tend to think you're trying too hard, ,or MAARTE at the minimum. But what weirds me out is this - Speaking English in Restrooms is a bit surprising , Speaking English in the Elevator - commendable. Speaking English in the sidewalk where you make tusok-tusok the fishballs? Are you kidding me?
Displaying one's set of skills is admirable.
But conspicuously over enunciating words only gets us the same kind of reaction all the time (Ah taga call center yan!)
All in the right place
I find most Reps speak Filipino in the office but once stepped out of the company premises and voila! 'Like you know my friend?!, like we saw the new twilight movie and like, it was so amazing!!
Which begs the questions why do people think its a dead end job? That its only for those who've no ambition? Worse that only morons work in a call center?
Although I have been guilty of the same I remember hailing a cab as I got in I said 'Manong, Ever' .and he kept asking me till I figured 'Eber po'

Believe me in some Call Centers - people are actually shocked if they hear you speak English during normal conversations - As if the only time you can speak English is during calls.

I'm not ashamed to speak English with my friends because that's how we usually do it and I will never feel the need to explain, regardless of what other people think.

But if I'm in a public place where Filipino is most applicable then I never hesitate speaking my Native Language, which I love dearly.

You speak the Language most appropriate - unless attention is really what you crave for.

I will gonna Keel you!

Not really that scary, ain't it?

However much our Tone means it - If we don't say it the right way - We risk 3 things

1 Be Misunderstood
2 Be Ridiculed
3 Be __________ insert scenario here


Admit it - Our society revolves around the idea that if you speak good English you are either a) rich b) smart
Two things if you speak Cow English a) TH - Trying hard b) Dumb
I am not encouraging this fallacy - Just helping correct what can be improved.


I will gonna keel you


Will means going to - therefore I will going to - You tell me if its not funny

Say it the wrong way and you're digging your own Social Grave
Say it the right way and possibly a restraining order

Its not right to threaten anybody, neither is saying it the wrong way!

Did you saw that? Did you saw that?!!

I hear this a lot - and by prevalence you'd be shocked
I guess its been a problem for me too

But what is wrong in this sentence? Logically, spoken language shouldn't have so many rules

Did is the past tense of DO
Saw is the past tense of SEE

Marry them together and you get divorced quicker than the bone thugs can rap or perhaps britney's actual Marriage - at least her 1st

I'd usually back up my argument by bursting into song - U say thats funny?
I say its practical

Take for example MAE's song 'We're so Far Away' (Citation based on my bias - MAE Rocks!)
From Toledo, to Tokyo,
the words were scribed on every page,
and now there’s books up on our shelves.
Did you know how you would move us, did you know?
When the lights first came upon us,
and we saw The Everglow.

If it doesn't sound right musically or verbally - Consider Revising
And every time you hear yourself say this think somewhere out there
someone's either singing or playing Britney's 'Oops I did it again'

And yeah did you bought that is also incorrect!

Steeker - S T I C K E R

During one of my Remote Service Observes I encountered a situation with one of my agents - Customer was having a hard time trying to understand what she was saying - Frustrated with the repetitive questioning Agent says " Its not a speaker ma'm - Steeker - You know S.T.I.C.K.E.R.! and then customer said oh sticker - And both sighed in relief - Agent mutes the call and turns to her seatmate - "Ang bobo ng customer ko sbi ko Steeker, sabi nya Speaker!" And then to my surprise she replied "Meron din ako ganyan customer!"

Long E's

Admit it, much as I love it, We have a Lazy Language - Maybe its the culture as defended by our everdearest hero on "The indolence of the Filipino People". Read it if you must I will not go into detail.

Compared to our counterpart - The English Language requires certain effort otherwise you defer the meaning or specifically on the phones - more than our grammar everything is mostly played by ear - Just like for the blind - One moved furniture and they're dead - In our case one mispronunciation and we're on our way to ambiguity.

Bottomline - it becomes a question of who serves whom. Maybe if we start manufacturing our Cars and start to pay our National Debts one by one we can lax in our craft and have americans adjust for once.

But that isn't really the case, is it?

Outslang

During my stint as a recruiter for this Multi National BPO - I would ask the applicants what they think they have and lack in terms of communication skills and first thing that almost always comes out would be - Slang - I'm not as Slang - or if they're trying to impress they might say - I don't have an American Twang!

I always tell them its never your Slang that gets you hired - its an unfortunate benefit in dealing with Americans all day - For one thing Slang can get you a Markdown on really stringent programs that require you only to be as professional as can be

We were most ideal compared to all our other Asian Country friends because of our Neutral Accent - Notice how newscasters do it - They read as a newspaper - No non sense

We do no want to alienate our Southern customers with our broad knowledge of verbiage of black americans that we might make Eminem blush.


I can mean two things here
1. Slang - A kind of language occurring chiefly in casual and playful speech, made up typically of short-lived coinages and figures of speech that are deliberately used in place of standard terms for added raciness, humor, irreverence, or other effect.
2. Slang - Typically identified by most Pinoys as Twang


Take for Example for number 2

ACHELIE - I got this from one of the most amazing Leadership Trainers Ms.V

No its not the famous french film by Audrey Tautou
It used to be the most overused word in the UK - It means - in reality
But we've paled the meaning liked a much unneeded apology from a person we dont really care about - or perhaps pepper on your burger

Drum Roll - Its Actually

There is no need to americanize your words on the hopes that you build rapport - unless you know you can pull it off - by all means proceed - but If you're not too sure - Reconsider before the cow in the meadow goes MOO!

--D

Outword - Outslang - Outenunciate

If these were the rules for survivor we'd definitely see most of our Call Center Reps or even Supervisors win the challenges

Outword - This is mostly a manner of making the listener think our diction is smarter than the simple stone words in our vocab bag - You know the kind -

I specifically remember a friends episode wherein Joey learned the thesaurus
http://www.youtube.com/watch?v=9s0LqZMsfTQ

We forget that the only other reason for communication is to transfer ones thought to another - If we translate our words into something simpler - less sophisticated - thus better understood then your goal is simply met. Think about it the most effective speakers never required overly worded speeches - Take for example - Politicians - The simpler the better - You do not want to cloud out your main thought with words that simply haze on your audience - You tell them what they want to hear! - Healthcare! or perhaps something else less controversial or easier to commit to


Unless you prefer meatballs with your spaghetti - Always KISS - Keep it short and simple - and never TELL - Thesaurus every Little Litter

--Milks and Cheeses

Cow English!

I am going to start this blog on the hope that it will bring light on what is truly happening - 3rd largest English speaking country - ha - and we even poke fun at other Nationalities for their Stronger than thou accents - but what lurks under those tongues of our might even spell venomous than no accent can poison.
Note: This is not meant to demean anyone but more so to reveal what really is going on - The examples I will share are based on my own true experiences - names will not be mentioned for their shame and my security. haha