8 day work week

Where else can you get this kind of work environment but in the Philippines, The call center I work for gives me 8 days of work.

No rest day after the 5th or 6th day.

Some guys even get 9 days straight or 10 days straight without a rest day.

The Depart of Labor and Employment should look into this, this is unfair labor practice.

I would transfer if had the chance. The thing is in this call center you only get 4 to 15 calls a day only, that's why people stay instead of leave.

Have you ever been ignored by your co-workers?

If you haven't experienced this yet, well good for you. But if you've been ignored by your colleagues that's too bad. That means you did something wrong in their eyes: , or you have unknowingly crossed the line.

What people usually do in this situation is think and trace back in their minds if they did something wrong.

But what good will rethinking past events do if your co-workers hate you or is ignoring you? You really can't do anything about it. Simply go on with your life in the center and don't f*cking mind them.

If they f*cking ignore you, ignore them back but don't blurt out nasty comments, just keep quiet.

Don't fight back.

If you need to talk to a friend about the situation, do so in order to keep your sanity.

Don't be paranoid if people are ignoring you. Simply stop talking to them. They don't f*cking own the call center.

Remember that there are other people in the call center you could befriend. Simply forget about those f*ckers.

Your kingdom has no boundaries [Shee Nahd]

You have no f**king right to tell me what to do b**ch you are not even my boss... So what if the clients are coming as long as I am not doing anything wrong you don't have the fucking right to boss me around. You better take care of your people not me, don't you see they are resigning one by one because of your f**king attitude. You boss around your team, you push them around, you stretch them to their limits, and you ask too much of them that's why most of them already resigned. You started with 12 team members, and now you only have 6, half your team is already gone. Those who remain either doesn't have anywhere else to go or they don't want to go through the hassle of applying for another job.

You focus too much on yourself, not on your team, what's important for you is your team's
numbers. You don't care about your agents feelings, as long as you hit the stats everything is fine with you.

If you ask your people if they would rather stay with you or go with another team they will say they'd rather be somewhere else in a heart beat.

How do I know? Because I talk to them, and I talk to them the way a human being should talk to a fellow human being that's why they tell me.

Dress Code BS

It’s hard to implement a new guideline specially when there is already an existing guideline. In this call center the guideline before was to go to work in your casual wear, and this has been going on since the business started. You can literally go to work wearing jeans, T-shirt, and snickers.

But just recently the management rolled out a memo advising all employees to go to work in their “SMART CASUAL” wear. They defined “SMART CASUAL” by not wearing torn jeans, slippers, t-shirt, mini skirt, etc. But they did not exactly define what to wear.

The guards were even instructed not to let anyone on the call floor if they are not in “SMART CASUAL” attire. But the guards doesn’t even know what “SMART CASUAL” means. Let’s see what the dictionary has to say about smart casual:

A lot of agents were extremely dissatisfied with this new guideline, because they had to suddenly adhere to this new rule. But there where some people who still went to work in their regular outfit but the guard did not stop them from coming in.

Introducing the Call Center Professor

He says he was a professor, but now is working for a call center that's why he can't help to give lectures during his team meetings, by the way The Prof is a TL [team leader]. Most of the time he nails the topic right on the spot and keeps you listening until the end of the lecture/meeting. One time he would start talking about Kama Sutra and then would end up talking about his team's metrics and the scores, at first I was really annoyed with The Prof but as I listen to his philosophical add ons I slowly understand his being.

He does the lecture/meetings probably because he misses the classroom but doesn't want to leave the comfort and the salary of the call center. I can't blame him, he's earning 50K a month.

Do You Have a Mr. Deetee Burpking In Your Office

He is very knowledgeable about the account, he knows the ins and outs of the account but he doesn't take care of his agents, he may knows the information but he doesn't know how to relay it or worst yet he doesn't want to impart it. He wants you to fix things on your own even if the call gets escalated. Ask him a question and he will say "huh"? or will he burp at you as if he did not hear anything.

He also has favoritisms, if you don't ask a lot of questions while he is doing the task that is delegated to him by his OM he will reward you with something, usually something sweet.

But what is his primary function as an SME [subject Matter Expert]? Isn't he suppose to answer all your questions if you ask him, doesn't he need to help you when you don't know what to do. that's his function right? He is supppose to be the walking Knowledge Base of the agents on the floor correct? But the thing is he doesn't walk the floor he simply stays on his station and monitors the service requests of the agents, checking if there is a discrepancy somewhere in the interaction.

One of his duties is to train his agents about new updates, but what he does is he hands over a piece of paper with all the info and then says "yan ah basahin mo yan..." [read this ok...]. And if the agent gets in trouble because the agent doesn't know the new updates he will say "diba na train ka na...!!!" [I already trained you...!!!]

How would you feel if you where an agent under Mr. Deetee Burpking? Wouldn't you want to smash his f**king face with your fist or slam him with a chair?

That's Mr. Deetee Burpking for you, do you have a Deetee Burpking in your office?

On my next post I'll introduce The Professor

Black Valentine

We were advised to wear black instead of red. This kind of thing makes me think of the people in this call center, they kick out people without proper due process. Hey Boss is this some kind of a protest for all shitty the things that happened here? No Coffee, no water, no sugar, discrepancy in the salary, and a lot more other things that I don't want to remember. Before I forget I will talk about Mr. Deetee Burpking in my next entry. Happy Valentines to all of you guys...