The Racist Customer

Customer:  Where am I calling?
Agent: This center is located in the (insert your country here).
Customer: I want to speak to a/an (insert the citizenship of the country your supporting here) agent! You don't know what you're doing and I CAN'T UNDERSTAND YOU!!!


I'm sure your ears will turn red whenever you hear such bashing. Well, my example is a bit gentler than most that you hear from racist customers. Don't get affected though. Whenever you get a racist caller, here's what you should do:

• Just place the call on mute. Let the person scream all obscenities.
• Think of happy thoughts.
• Remind yourself that the reason why he/she is angry is because that racist customer can't find a job while you have a sustainable job. Lol!
• If the racist caller mentions swear words, then, read the spiel for abusive customers and end the call.

Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!

Fillers

Ahm - Amen?
Mmm - Mcdo?
Ohm - Omelette?
Aaah - Say "aaah". Dentista lang? (Are you a dentist?)

Let's admit it. We sometimes use the above fillers, right? And unknowingly, the following are also considered fillers if they're not used in their proper context:

Actually
Honestly
Frankly
...and the other "lys".


The frequent use of fillers is an indication that you're not confident of your answers. As a call center agent, if you don't sound confident, why will the caller believe you or follow your instructions? Golden rule: minimize if not eliminate the use of fillers.


Best Practices to avoid fillers:

• Think before you speak.
• Stay silent for at least 3 seconds to allow yourself to compose your response.
• If you're unsure on how to respond, paraphrase what the other person mentioned.

Fun Fact: 
Do you know that the use of fillers in Japanese conversation is encouraged instead of you staying mum while thinking of your next response? It is believed that the use of fillers makes the conversation more natural.

Person1: Ray-san, doko he ikimasu ka? (Ray, where are you going?)
Ray: Ah.. eto... Daigaku he ikimasu. (Hmm.. let's see... I'm going to the University.)

Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!

The Ethernet Loop Test

Tech Corner

Problem: Your computer says "Network Cable Unplugged" but you have checked that the ethernet cable is connected properly from your computer to your router or gateway. The ethernet light for your connection is off. And you only have one computer and one ethernet cable.

The scenario above indicates either a computer-related issue, a modem trouble or a broken ethernet cable. Now, how will you determine the actual root cause of your connectivity problem?

Simple: perform a loop test.

Here's what you need to do:

1. Disconnect the ethernet cable from your computer.
2. Plug the end of that cord to another ethernet port at the back of the router/gateway. Let's say you plug one end to Ethernet Port 1 and the other end to Ethernet Port 2.
3. Check for the light indicators for Ethernet Port 1 and 2. If they're on, then the problem is with the computer.
4. If the light indicators for Ethernet Port 1 and 2 didn't lit up, try the other Ethernet ports at the back. You can try 1&3 or 3&4 and other possible combinations. If the lights still didn't turn on, probable root cause is a broken ethernet cable. If some of the combinations lit up, then, you're facing an Ethernet failure on some of the ports of your gateway/router.

Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!

The Voice

If there's one thing that can stop you from being a call center agent or taking in calls is hoarseness or the lack of voice. I was just given a 'go home' signal today because my voice is hoarse. Customers can't simply understand what I'm telling them.

So, be sure to take care of your voice.

Take time to rest.

Avoid drinking too much of cold drinks.

Go for fruit juices.


However, what affected my ability to speak is my colds. Darn!


Agent: Are the lights on the modem OFF or ON?
**customer replied but agent failed to decipher what the customer said**
Agent: Are you saying that the lights are OFF like  O-F-F or On like O-F-F?

Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!

The Initial Interview

For call center applicant newbies, passing the initial interview is the hardest of them all.

Do you know why? 

It's because some of the initial interviewers speak fluent English with an American accent to boot. Sometimes, you'll be so mesmerized and won't be able to grasp what the interviewer is saying at all. To applicants who haven't had a trained ears for an American accent, it maybe difficult for them to provide a good response to the questions thrown at them.

Here's a piece of advise: Pay attention and anticipate unusual questions.

Interviewer: How would you describe a red apple to a blind person?

Additional advise: Be creative. ;)

Fun Facts:

• Convergys prefers one-on-one interviews but be careful how you answer because they'll eat you alive.
• 24/7 likes to group applicants for initial interviews. Aside from the interviewer asking you questions while the other applicants listen, you will also take a listening exam during the initial interview.
• Initial interview at Teleperformance is also held by group. Expect questions like "Who is your favorite hero and why?" Be specific and make sure you stand firm to your answers.
• Teletech's initial interview is simply self-introduction. It's mostly done with a group as well but it's not as nerve-wracking as the others. Don't worry about accent. They're not too particular with it.
• IBM's style is similar to that of Teletech's but be mindful about your pronunciation.
• Initial interviewers at Telus prefer 2 to 3 persons at a time. They too are not that particular with accent and questions are mostly about one's self.
• Dell go for 1-on-1 interview as well and mostly focus on your technical skills since they usually hire those who have past call center experiences.
• Initial interview at Stream is easy. They usually do the talking. They mostly confirm what you have in your resume.

Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!

The Reasons

I have been asked a lot of times why I chose to work for a call center company. It seems like some people can't understand the reasons why a graduate of a 4-yr bachelor's degree spend his time working in a call center environment than pursuing a career that's in lined with the course he took up way back in college.

Honestly, I like a lot of opportunities. If I have my way, I'd like to be a singer, an actor, an astronaut, a pilot, a backpacker, a CEO and the list goes on and on.

But then, I can't say all those things directly to a person who asks. So, I limit it to the following answers:

1. The salary of a new agent even tops what an engineer of a manufacturing plant earns monthly.
2. Freedom - A call center agent only needs to log for 8 hours (9 including 1-hr lunch) work. After which, he is free from any stress. With other companies, you have to worry about reports and even have to go overtime without pay.
3. Extra-curriculars - Who says we're all work and no play? There are a lot of activities that an employee of a call center can join. There are different groups and clubs you can sign up for. Want to sing your heart out? Then, join a singing contest organized for a recreational event.
4. Additional benefits - Where can you find companies that give out 10-15 days PAID vacation leaves in a year? Or one that will give you HMO? How about educational assistance?

Now, here are some reasons why others kept urging you to switch careers or as to why they seem to hate call center companies (of course you can't tell them right in their faces):

1. They are simply not fluent in English.
2. They got rejected when they applied for a call center position. Bitter! lol.
3. Their salary is small but their workload is too much.

Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!

13th Month Pay is just around the corner

Yey! It's just a few days before everyone gets their 13th month pay in their ATM accounts.

Depending on your company's policy, your 13th month pay can be credited as early as last November but not as late as Dec 23.

I used to have my 13th month pay on the 5th of December with my previous company. The current company I'm in will be releasing it this 13th of December. I think it's a way to lighten the mood. Lol!


Agent 1: Kelan ang 13th month pay natin?
Agent2: Sa December 13 pa. Kaya nga 13th month eh!



FYI:
- 13th month pay is non-taxable if it doesn't exceed Php30,000.
- 13th month pay is based on your monthly basic salary and is pro-rated. What do I mean by pro-rated? It means that if you just started working for the company you're 13th month pay is computed as:

Basic Salary / 12  X  number of months of stay

We also received another good news from our management as well. Our Tech Premium fee was increased by almost 300% and it has started December 1. Now, that's what we call as GOOD NEWS!

Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!