Call Center Agent? Sino Ka Nga Ba?

Call Center Agent? Sino Ka Nga Ba?

Mystique Rose

07-15-2015

Call Center Agent? Sino Ka Nga Ba? Bakit tingin sa yo ng iba ay napakababa? Minsang minumura, minsang inaalipusta, kadalasa'y sinisigawan at itinuturing na walang kwenta.

It takes one to know one ika nga. Walang ibang makakakilala ng lubos sa kanila kundi mismong taong nasa sitwasyon nila. Minsan kong pinangarap na maging agent for some reasons: hasain ang dila ko sa Ingles, magtrabaho ng GY (graveyard) dahil insomniac ako, at dahil na rin sa mataas na umento, incentives at bonuses na kaakibat nito. Pero gaano ba kadali o kahirap makapasok bilang agent? Una, ipasa ang sangkaterbang online exam, typing skills exam, series of interviews until one passes the final interview. At di nagtatapos dyan ang kwento ng pagpasok bilang agent dahil kailangang ipasa ang ilang linggong Language Training o Quest, weeks of Product Training, at Skills Test hanggang TCC na kung saan actual mag-a-attend ng mga calls mula sa iba't ibang lahi. Hindi madali di ba? Kaya walang karapatan ang kahit sino na alipustain ang isang agent, dahil ang agent ay matalino at sharp kung mag-isip.

Heto ang iba't ibang klase ng customer o callers ng agent: 1. Problemado sa buhay: onset of the call supervisor o manager kaagad ang hanap, hysterical dahil di alam kung ano ang problema ng device, at kung minsan naman ay kung gaano kadalas magpalit ng number dahil may stalker daw. 2. Kamag-anak ni Lucifer: lahat ng pagmumura kilala tulad ng "you're a moron, an idiot!", "bull sh*t", fu**ing crazy", 3. Feelingera: feeling may-ari ng sangkatauhan; "why did u charge me this & that?", "I dispute with my data usage! that's absurd!", "I want you to do this & do that", "no! I want you to replace my handset now!" (dinaig pa ang Diyos te?!) 4. Emotional: yung tipong halos di ka makapagsalita dahil nag choke ka sa sobrang emosyon na pinipigilan mo dahil umiiyak na ang customer mo asking bakit na delete mga pictures ng anak nya taken out of the country, contacts, voice mail ng anak na namatay, at kung anu ano pang naka-save sa device nila after mag master reset (di kasi nakikinig ng maayos nung inexplain ng agent that performing a master reset will delete everything added, installed or imported on the device and will get your device back into its factory setting.) and 5, Kamag-anak ni Sylvester Stallone, Whoopi Goldberg, Sushmita Sen, o ni Jackie Chan the drunken master: customer na sadyang bulol magsalita, mga black/Afro American na kakaiba ang lingo at accent na parang lumalabas sa ilong ang salita, mga Indian/Pakistani na ang Ingles ay baluktot na sila lang nakakaintindi, at mga lasing na ang hanap lang ay kausap (tabi-tabi po, not speaking in general okay?).

Ang tech agent in particular ay ang pinakamatalino, pinakamadiskarte at pinakapasensyosong nilalang sa BPO industry. why? sa dinami dami ng mga devices ng hawak na account kailangang fully equipped ito, has the ability to think out of the box to find solution to the issue, & most importantly, may mahabang pisi upang timpiin ang galit kahit minumura, sinisigawan, being degraded by the customer, at may extra patience to walk through a difficult customer who knows nothing kaya dapat slow at step by step syang ma guide in performing troubleshooting. Pero kahit gaano pa kagaling ang agent, swertihan pa rin yan sa customer. May customer na sadyang mataas ang tingin sa sarili at mababa ang tingin sa agent. Na kahit na-meet ng agent ang 2.0; resolved issue & performed an excellent experience to most of his callers, kung ang ibang customer naman nya ay napakadamot na nagbibigay ng 1.0 sa myVOC nya, may customer na nakikipagkulitan sa agent which affects the CRT, at sadyang may dudero at duderang customer na nagko-call back, kawawa pa din ang metrics ng isang agent :( 

Tumaas ang respeto at paghanga ko sa mga call center agent ngayong ako ay isa ring agent na katulad nila. Not an easy job but fulfilling dahil may natutulungan ka hindi lang customer mo kundi pati mga kasamahan sa trabaho. Ngunit ang respeto at paghanga ay nababawasan kung ang isa sa atin ay kusang sinisira ang pangalan, dignidad, moralidad at pagkatao ng pagiging isang agent. Sino ang rerespeto sa atin kung lantaran sa publiko na ipinapahayag ang imoralidad hindi po ba? Gawain o kasalanan ng isa, damay lahat tayong mga agents. Katwiran ng iba; "hindi ko kayo pinakikialaman at hindi nyo ako pinapalamon kaya wala kayong karapatang husgahan ako!" Tama ka kapatid, no one has the right to judge you pero sana lang hinay-hinay at hwag masyadong obvious para mas makita yung malaking kahalagahan nating mga agents at hindi yung kahinaan natin.

I am proud I AM A TECHNICAL SUPPORT CALL CENTER AGENT!

Bangon! Lumaban Ka!

Bangon! Lumaban Ka!

Mystique Rose

07-09-2015

Ano'ng mas hihigit pa sa regalong kaalaman?

Sa karamihan ito'y kayamanan.

Tanungin yaring puso sa aking kalamnan,

Walang hihigit sa pag-ibig mula sa taong kaloob ng Poong Maykapal. 

Ngunit aanhin ang pagsasamang lubos ang kasiyahan,

Kung sa pagsapit ng dilim nauuwi sa hiwalayan?

Mga pangakong sinambit, paulit ulit na binitawan

Nilimot, binasura na di alam ang kadahilanan.

Ilang punyal pa kaya ang sa puso'y tatarak, magmamarka

Kung sa tuwi-tuwina puso'y ligalig nagagambala?

May mga nilalang na madamot sa kasiyahan ng iba,

Hangad ang makitang pagdapa at tumangis ng walang awa.

Umasang sugat ay maghihilom, paparam

Samo't dalangin malinis yaring pusong nasaktan.

Lubos na pananampalataya, galit ay unti unting lumisan

Damdaming nasugatan handang humarap at lumaban.

Bangon! Lumaban ka kaibigan

Puso mo ma'y tuliro, nagugulumihanan

Manalig sa regalong simbolo ng wagas na pag-ibig mula sa Maykapal

Naririyan siya, ang taong sa yo'y lubos na magmamahal magpakailanman.

Serenity

Serenity

Mystique Rose

07-02-15

God, grant me the serenity to accept the things I cannot change,

The courage to change the things I can,

And the wisdom to know the difference.

God, You created me in Your Holy likeness, I am grateful for I am a chosen one.

You have chosen me my family, friends and offsprings, I am thankful for I am loved.

You showered me with gifts of wisdom, talent, skills and attitude, I give back all the glory in Your Holy Name through sharing to Your creatures what You have shared.

But God, life has challenged me badly, body and soul bruised and crushed, take me now into Your loving arms for this spirit needs and long for serenity.

God, grant me the serenity to accept the things I cannot change,

The courage to change the things I can,

And the wisdom to know the difference. Amen.

Ako, Ikaw, Tayo

Ako, Ikaw, Tayo

Mystique Rose

06-17-15

Galit? Selos? Inggit? Ano nga ba meron ka?

Buhay mo ma'y sagana, pagmamahal sa iyong pamilya,

Kung puso mo'y balisa

Ano'ng maidudulot ng iyong pang-aalipusta?

Bahay, kotse, alahas o sapatos,

Mga bagay na wari ko'y hindi ka kapos.

Lahat ng yan ay iyo mula sa iyong hirap at pagod

Ngunit may isang nilalang na hindi mo kayang bilhin at di magpapasakop.

Tao ka, hindi isang hayop

Na kung magalit daig pa ang asong ulol.

Pag-ibig bang maituturing kung respeto ay naglaho at sinayang?

Nanakit ng pisikal, emosyonal, anong klase kang nilalang?

Anong pagmamahal ang pwede mong ibahagi

Kung respeto at pagmamahal wala ka sa sarili?

Edukado ka nga ba na ginagamit ang iyong utak?

O sadyang kahihiyan at pang-aabala sa iyo ay hindi sapat?

Ipagpilitan man ang sarili sa ginagalawang sa yo'y namumuhi

Lakas at oras mo'y humihiyaw at humihikbi

Nagmamakaawang lumaban, tumayo kang muli

Upang pulutin ang binasura mong prinsipyo at puri.

Ikaw, Ako, Tayo

Lahat ay pantay-pantay, hindi dapat magbalatkayo

Hanguin ang sarili sa hampas ng kahapon

Harapin ang bukas sa lahat ng pagkakataon.

Sirain mo ang iyong bait gawa ng mga taong naiinggit

Sa iyong kahinaan sila'y pilit na nangungunyapit.

Bumangon ka, harapin mo ang iyong buhay

Sa ibang tao, kasiyahan mo'y hindi nakasalalay.

May oras pa, buo pa ang pag-asa

Bagong buhay gugulin sa iyong pamilya

Ang Maykapal nawa'y manahan sa iyo tuwina

Huwag hayaang manaig ang kasamaan sa iyong sistema.

DISCRIMINATION ON DIVORCE or SEPARATED WOMEN

Why do women file a divorce, get annulled, or separated from their husbands? Well there are different kinds of grounds. Though it may be true that some, found to be at fault in the separation, it may also be true that many women are victims of maltreatment, unfaithfulness, and denial of their rights, just to name a few.

Yet after a legal separation, either divorce or annulment, discrimination is the cancerous attack for us women! Many people see us like individuals not worthy to love, to be loved, to get married again, to build our own family. Especially if we have children and they live with us, seem to be a big issue. But why?!

Everyone is entitled to be happy, to stand after a fall. Yet how can we achieve this when people discriminates us, and denies us the right to stand, to be proud, and live a normal life that every woman deserves?

Will it be a clear vision that after a woman trusts a man, get married, share all that she have, yet failed and get separated, do not have the chance to live a life with joy with a man she could spend with, her old age? What a pitiful scenario for all of us women who can't tell if we may have a successful marriage or not! That after a failure, it will be like a Scarlet Letter worn on every woman's neck being discriminated and mocked by everyone and be treated like someone who got AIDS and already incurable!

What a lousy belief! What a cruel society! What a judgmental people who maltreats every woman like me! God bless all of you who look down on us!

i took a little trip to my home town
i only stopped just to look around
and as i walked along the worn out street
my heart beat into a hasty retreat

retreat into the past under a star apple tree
remembering my high school sweetheart with mirth and glee
how we picked wild flowers and chased butterflies
and made promises that would never die

now my sweetheart is nowhere to be found
like a soft drifting snow that banished without sound
alas! my foot steps brought me to where she lies
where lonely birds of prey dances and flies

with a grieving heart i uttered a mournful cry
dear Lord, tell my sweetheart...
she was loved with that love that never, never dies.

(written by Mr. Melvin Paniza)
thanks for sharing it to me Tang :)

FRUIT OF LOVE

Why would a woman choose to get wed to a man? Some of you may say, "I need a man beside me for comfort, for security, for love." Yet many of us would say, "I wish to share a life with someone who will cherish and love me forever until we both shall live, with offsprings to love and rear as FRUIT OF OUR LOVE and of God's wonderful blessings."

This article is overdue to be written and be posted in this blog, but however busy I may be, may this be my way to congratulate the couple; Mr. & Mrs. Wojciech Grubba, for their first baby, and big thanks for sharing with us their Fruit of Love; Baby Mark, my godson in Warsaw.

Baby Mark, may our loving Father bless you with good health, may you grow up a God-fearing, loving son to your parents, kind-hearted, and a man with wisdom to be God's shepherd in your time.

Hope to see you all very soon!

Belly Dance

In the Arabic language, belly dance is known as raqs sharqi, literally means "oriental dance" or sometimes raqs baladi, which literally means "national" or "folk" dance.

Raqs Sharqi is a form of a dance with the more theatrical version & the one most popular in America today. Raqs Baladi is a form of a social dance performed for fun & celebration, usually during festivities.

Three (3) years ago, I got fascinated on belly dancing and even bought a copy of these Filipino women in showbiz who are teaching the basic steps in belly dancing. Watching them dance, it's really exciting to learn coz' it's so sexy, entertaining, and very healthy.

Thinking on how to make myself healthy... I thought of working out in the gym, playing hoola hoop, and even dancing. With a very busy schedule at work, sitting on my swivel chair and working in front of the computer almost the whole day, I really believe that I should find time to exercise.

So now, I'm back in BELLY DANCING :)

In belly dancing, both mental & physical benefits. Dancing provides a good cardio-vascular workout and helps increase both flexibility and strength. It focuses on the torso or "core muscles" and builds leg strength. Learning the isolation, contraction, I could feel my body moves, and parts of my body feels like being isolated from other parts. This dance also focuses on the pelvic and hips area which reminds me of my posture all the time, coz' in performing the dance emphasizing the pelvic and the hips, I need to stand smart and move gracefully.

I want to learn more of the dance, but I just don't have much time and so I'm contented with browsing the net and executing it through the dances I watch from youtube :) Pretty cool, it's amazing coz' I am too interested with it and I'm loving it ;)

To name a few of the steps, these are:

1. The HEAD SLIDES - it is when you isolate your head when gently contract the muscles on the nape and slides ear towards the elbow (arms over the head, hands cross over the other & pressed)

2. The SHOULDER SHIMMY MOVES - twisting rib cage forward alternately when arms are on the basic position

3. The SHOULDER ACCENTS - bringing shoulder sharply forward alternately when arms are in basic position

4. The SNAKE ARMS - it is when we roll back our shoulders alternately and do the snake move in rolling the shoulder back, move elbow on side, stretch the hand on side, position in a form of wiping the wall, and fingers down

5. The CHEST CIRCLES - it is moving the chest forward, to the right, contract on back, move to the left, and back to position, doing this in a circular movement

6. The UNDULATIONS - facing the left side, step left foot forward, contract to front, then stretch your body up with right toe pointed on right side, right heel step flat back on the ground, contract back bending the knees, and back to position

7. The REVERSE FIGURE EIGHT MOVES - feet slightly apart, arms in basic position, move right hips on the back, then move to side, forward, and center, do the same on your left, gently forming an 8 shape

8. The MAYA or INFINITY MOVES - arms in basic position, step right hips out, then up, contract the muscle to bring it in, then drop. do the same on your left

9. The HIP LIFTS - stand on one leg, the other pointed forward, frame hip on one hand while the other is over the head. lift the hips, and back to position doing it alternately

10. The HIP DROPS - stand on one leg, the other pointed forward, frame hip on one hand while the other is over the head. lift the hip contracting up, and drop the hip. doing this alternately with a variation...

Never start dancing without your arms and legs warm up, and exercising the abovementioned moves or steps.

TRIVIA: Do you know that SHAKIRA was a Colombian belly dancer before she made it to her singing carreer? Well it's very obvious with her "HIPS DON'T LIE" MTV ;)