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.
Saturday, December 12, 2009
Sunday, December 06, 2009
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!
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!
Friday, December 04, 2009
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.
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.
Wednesday, December 02, 2009
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.
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.
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.
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