QA, CSAT and Stats

I was in a jeepney once, when I heard a woman told her companion. “Si Jonathan ang swerte, nasa call center.  Madali na ang trabaho, malaki pa kita.”( Jonathan is so lucky, he works in a call center, he earns a good salary and the work is not that hard).  I almost laugh at what she said.  Clearly these people doesn’t know what does being a call center agent is all about.

It’s not all that easy, but if you know what your supposed to do, then you’ll survive to have a career.  But there’s a little thing called stress, that can really get to you, specially to us call center agents.

It’s not just taking calls all nigh (or day), 1 phone call to be considered a good call has to follow certain parameters:

The Opening Spiel – You have to say the opening spiel, as perky and as lively as you can. ( Thank you for calling Jollibee, how can I help you today?)  You have to have a “voice with a smile”.(what ever that is….)

The Investigation – as a technical support representative; I have to know what the cause of the problem is for me to be able to fix the problem.  I have to ask the right questions, otherwise I won’t solve the problem as quickly as possible.

The Resolution – Let’s say you ask the correct questions, then you’ll know the cause of the problem.  So the next thing to do is solve it.  You have to follow a standard procedure in solving the problem.  You just can’t tell the customer to do this and that, you have to do it step-by-step.  You have to do it logically, otherwise you may have solve the problem now, but it will return in a few days.  One call resolution is the key.

The closing spiel – So let’s say you resolve the issue, what now?  You just can’t hang-up on the customer, you have to close the call properly. (Thank you for call Jollibee, have a great day!)

Sounds easy right?  Wrong!  There’s more to it, assuming you follow the guidelines above, then the next thing to do is wait.  That call will be graded by QA agents (Quality Assurance agents).  They are the people who listen to the calls and evaluate them.  They will determine if you really did follow the guidelines above. Apart from that they will evaluate the tone of your voice, do you sound boring? angry? impatient?  As I said there’s more to it, than just saying “hello”.

Now let’s say you passed the QA, what’s next?  CSAT or Customer Satisfaction Survey.  Even if you passed the QA, the CSAT in my opinion is the most important of all.  You will be graded by the customer.  He or she will determine, your work is satisfactory, did the problem return?  It’s always a teeth-chattering experience for me, while I wait for the results return the next day.

Some companies rely on QA to keep an agent employed, while there are others who takes CSAT, and then there are some who requires their agents to have a balance of both. 

But here’s the thing, you can control your call to have a good evaluation from QA, but you can never control CSAT.  I remember I had a customer that was so happy of the job that I did for him.  QA’s in the bag!  But when my CSAT returned, I failed.  Not becausethe customer is not happy with my work, but because he doesn’t like the problem, returning over and over again.  CSAT’s can go either way.  It’s just a matter of luck sometimes.

Apart from QA and CSAT there’s AHT or Average Handling Time.  That means, you can’t waste your day, in just  one phone call.  You have to finish the call in a prescribed duration.  That means you have to finish the call in an average of minutes.  In my case it’s 13 minutes or lower.  There are some who have 10  minutes, and I there are agents who are required to have a 2 minute handling time each day.  Of course that’s not always the case.  So one has to control the call.  Make sure you actually know what your telling the customer so that things will run smoothly Logical trouble shooting is the key.

There are many more things needed to be a successful Call center agent.  The one I describe above are the ones needed to have a good call.  There are other things, that you need to stay in the job.  Those are productivity, the length of time you stay on the phones in a day.  Absenteeism – do you always report for work, or do you call in sick every time.  Then there’s tardiness, you report for work, but are you on time?  There’s also over breaks,  you have 2 15 minute breaks and 1 60 minute break.  Do you return to the phones in time?  And of course Adherence, so you follow your schedule as strictly as possible?

I told you there’s more to it, than just taking calls, apart from above there is also the danger of going to work in un-Godly hours.  Some agents can’t handle it and gets sick.  So you must also be healthy to handle the pressure and work time.

Hope this can help aspiring agents out there.  Remember, preparation is the best way to have a successful career, whether in a call center or not.

24/7 Movie Day! Transformers: Revenge Of The Fallen

Last Thursday June 25, 2009.  24/7 Customer Philippines Inc. Treated their hardworking employees to the movies.  Of course (as the title of this post implied) the movie was “Transformers: Revenge of the Fallen“ 

Once again I marveled about the technology of today’s movie industry.  You would really think that the Autobots are actually alive and interacting with the human actors.  The plot is great, the effects amazing.  The actors are good specially that hot dame called Megan Fox.

The story is 2 years after the first movie.  The Autobots are now working  along side the humans to hunt down the Decepticons hinding on Earth.  I once heard a rumor that if you watch the animated Transformers: The Movie you’ll get the whole plot.  Curious of this I watched  it prior to watching the live-action sequel.  Rumors will always stay true to it’s name.  If not for the death of Optimus Prime the live-action movie’s plot is very different from the animated one.   I immesely enjoyed the return of John Turturro as Agent Simmons, (ex-agent;  I mean).  He provided comic relief beyond measure.

For Transformer fans they will enjoy to see their old favorites in this movie that wasn’t included in the first.  Soundwave, Ravage and the Constructicons (wich combined to form Devastator) was there for the Decepticons.  While Arcee, Wheelie, Jetfire and sideswipe are there for the Autobots.

I can’t wait to see the second sequel, rumor has it, it’s scheduled for 2011.

Now I Know

I was planning to post this last Sunday during Father’s day, but due to time constraints I wasn’t able to. So here’s an open letter to my father:

Dearest dad;

It’s been quite awhile since we saw each other.

Sorry, I’m just a little busy, what with work and all, plus Joaquin has started going to school so as you can see I have my hands full.

I would just like to tell you that I now appreciated all the things that you’ve done for us. I never thought that sending a child to school is so overwhelming. Honestly, I really thought that you just pay the tuition fee and you’re all good. I found out otherwise. I forgot about books, uniforms, food. I guess it just proves my inexperience.

I now know, why you work so hard when we were young, to give us a good future. Now I know why you don’t even have time to eat breakfast, so that you can reach the office early and work for us. Now I know, why you are so angry (mom too) when my report card show failing grades. Now I know that it’s really hard to send your child to school. I learned just now that education is an investment, not for you but for all three of us. To ensure, that we will have a better future that the other kids.

We may not see eye-to-eye on certain subjects, but now I see for the first time the sacrifices that you have to endure to give us a good future. Pity that I have to experience things first hand, before I realized it. But I’m doing my best to cope.

Thanks Dad. We love you and cherish you. We hope that we can accomplish the things that you want for us, through our children, your grand kids.

A very belated Happy Father’s day.

Love

Dennis the

Happy Dad’s Day!!!!!!!

To the most important man in our lives!

HAPPY FATHER”S DAY!!!!!!!!!

Just Thinking Out Loud: Year 1

I started blogging exactly 1 year ago. 

Me and Joaquin

It all started with “4 Years and Still An Agent“.  After that first post, I knew I was hooked.  This blog has been with me through Thick and thin.  I was writing all of my experiences from good to bad.  And you know what?  I like it!

Most of my friends read my posts and I’m glad that they enjoyed it.  It even helped a few people make informed decisions (exactly how; I do not know.  They just emailed me.) 

But most of all.  It helped me open myself to the world.  From a “quiet loner” to a “still-quiet-but-no-longer-a-loner-type-of-guy”.

It helps finding friends from the blogging world:  There’s Nhil, Kenkay, Mona and Andrea.   A whole lot more.

Maybe someday I’ll get to meet them in person.  But for now, their presence is enough. 

 

Of course my wife is always there with me.  She reads all of my post, and when she didn’t throw the keyboard at me then it’s a good sign that my writing makes sense.  Love you Theart! 

Here’s to another year!

First Day

Today my son went to school for the very first tme of his life. 

Like all parents I was both excited and a liitle bit anxious.  Thoughts both positive and negative hammered my head since last night when I was at work.  “ I know he’s going to have a great time.  But will he fit in?”  What if some bully start pestering my boy?  Should I report the kid to the teacher or wait until school ends and wait for the kid outside ant beat the shit out of him?”  Thoughts that I know that almost all parents are thinking when their child goes to school for the first time.

I hesitantly woke my son at 7 am, and to my surprise he stirred quite easily!  He never complained about taking a shower so early (that was a first) and he always seems to smile easily today.

Here are some pics of his day in school:

His uniform and school items

all items except for the uniform has Batman on it.

In uniform

Cutee!

With Mommy!

Inside the classroom (only 1 pic, camaras not allowed)

By the playground

With Daddy!

During Recess!

at home with Daddy!

I saw that my son enjoyed himself and I said to myself.  “He’ll be fine.”

3 Things That You Need To Work In a Call Center

It’s been almost 6 years since I entered the world of the BPO Industry.  I have learned a lot of things, met all kinds of people.  Talked to all kinds of people as well, of course.  But there’s at least 3 things  that one person needs to have in their arsenal if they would like to last long in the industry.

These traits and virtues are the ones that I strive hard to attain.  Of course other call center employees, especially agents have their own formula to help them stay in the Industry for so long.

Commitment:  One of the most important traits of all.  Because if your not committed to work in the industry I can almost guarantee your early demise in your employment.  Imagine if your schedule is 4 am to 1pm, that means waking up at least 2 hours (3 hours in my case ) before 4 pm to shower and prepare yourself for work.  So you wake up at around 2 am.  Then hit the streets at around 3 to grab a cab to get to work.  Since I’ve been working in the Industry for so long I never take a cab anymore.  But still, it can get scary sometimes.

Discipline:  Waking up and working during ridiculous hours of the day can sometime takes its toll.  I myself get sick sometimes.  There’s just no way around it.  For the newbie agents this is the most common reason why they can’t stick it out in a call center.  “Mag re-resign na ko.  Lagi kasi akong puyat, kaya nag kakasakit ako.” That’s the one of the lines I always hear from the new agents who want to resign their position.  Of course, whether it’s true or not are sometimes open for debate.  But if you are really committed to be in the Industry then discipline is one of the key factors.  If it’s a work day tomorrow, then don’t go out today.  Try to get a least 8 hours of sleep a day.  Set your alarm clock if can’t wake up on time.  (Here’s a tip:  If you still can’t wake up with the alarm clock, then put the clock inside a metal trash can with out the cover and put it far away as possible from your bed.  It will be so loud that you’d scramble to wake up to shut it off, less you want your housemates to lynch you).

PATIENCE: Here’s one that I myself have a hard time with.  The single most important thing in my book.  Specially for those working in Technical Support like yours truly.  Without it, then your career as an agent will bade a very early goodbye.  Imagine again please.  You’re talking to a very senior citizen on the phone,and she can’t follow or she’s having a hard time to following your instructions.  Of course you try to be nice at first.  But if you just keep on repeating yourself and there’s no progress for 15 minutes already.  Then there’s a big chance that you’ll turn nasty on the phone.  There are days that I can admit that I lose my patience to a number of customers on the phone.  I raised my voice and sometimes make them feel stupid (Nobody is perfect).  Thank God that there are more good calls than bad calls.  Otherwise, I have to find another career .  I tried using a stress ball once.  I end up throwing it to a wall so hard that it ricocheted back to me with a force so hard that I almost broke my nose when it hit me.  I’m still striving to achieve patience in all my calls.  I’m almost there.  but still one of the hardest to attain in my book.

All three are a virtue,  and if you will take a look at it.  All three are connected to each other.  Right?

Rest Day/Movie Day! 4.24.09

It’s been awhile since I added a new entry on my Rest Day/Movie day article.  What with my brother getting married    (Hmmm… I’ll really write about it very soon) and all.  Plus my work shift went from good to worst (5 pm to 2 am)    .  I never had the time to sit back, relax and see a film at home.  But now that my schedule at work is bearable now (8 pm to 4 am)  I get to stay up late during my rest days and see a bunch of great films.

So here we go!

Righteous Kill (2008) Starring Robert De Nero and Al Pacino.  Two veteran Hollywood greats!  Directed by Jon Avnet.

The two leads play two veteran cops in search of a serial killer, who by some strange reason decided to go vigilante and kill suspected criminals that were set free by the courts.  This movie got me glued to the screen.!

The plot is engaging and the twist ending is expected you’ll never know who’s who until the very end.  It also features Mixed Martial Artist Oleg Taktarov in a cameo.

A nice film to start my day. 

The Da Vinci Code (2006) The controversial novel by Dan Brown was expectantly made into film three years ago.  Tom Hanks plays every ones favorite  symbologist Robert Landon and cryotologist Sophie Neveu was played by Audrey Tautou.

Robert Langdon was called in by the French police for questioning to gain insights about the mysterious symbols that were found in the murder scene inside the Louvre.  He is aided by Sophie Neveu and the grand daughter of the murdered curator.  Directed by Ron Howard. I think the changes they made in film lost most of the novel’s spirit.

Although the plot never changed, elements in the novel that I think were crucial was removed.  It also stars Ian McKellen, John Reno, Alfred Molina and Paul Bettany.

Star Trek: The Original Series Season 1 (1966)

Okay this is not a movie.  But it’s worth mentioning.  Since watching the latest Star Trek film last week.  I had reminisced about the original series.

So I borrowed my brother’s DVD collection (original I might add) and start watching the good old original series.

It was fun watching classic TV!

You’ll really appreciate the fact that special effects during those days improve so much today,  that because of this. the whole series was digitally remastered and tweak the special effects to make it more viewer friendly.  Starring William Shatner, Leonard Nimoy and DeForest Kelly as Kirk, Spock and McCoy.

Watch how they turned Star Trek from a Telivision Series into a cultural phenomenon in the US today.

Have you  scene these movies yet? 

Sadly, It’s Goodbye…….

We’ve been together for a long time.

3 years ago, when we first met.  You were so dependable then.  Always there when I need you.  One call from the phone is enough to reach you.  You were always there for me.

You were with me when I needed to share all the emotions that needed sharing.  You were with me during times of happiness, grief even pleasure. I can always connect with you.

I never heard any complaints.  Just one request and you would open up for me.  Through you I met a variety of people.  Some of them has become my friends. 

You were always there for the long haul.  I can always count on you to be there for me at any time of the day.  I would contact you even at the dead of the night and you will come.  while my family slept we would be together in the other room.  Planning dreams that someday things would get more better between us.  You also there even for quickies.  When I’m in a hurry and can only be with you for a quick one, you were always there.  No complaints, no negative reactions.

Which I truly appreciate.

But now.  things are different.  It started a few months ago, for no reason at all I can’t contact you anymore.  Your line is always busy.  Before even if you’re with other people, you would be there for me.  Sadly things never improved.  Try as I might, I can’t connect with you anymore.  And if do get to contact you, it was always a quick one.  You will give me your services and when I was into into it, when I was enjoying you company, you would suddenly go for no reason at all.  Leaving me there alone, full of frustrations.  I short you have become undependable. 

I have made the decision to leave you.  If three years is enough for you, then it’s also enough for me. 

I hate to say this, but because I can’t depend on you anymore.  I started looking for a new one.  And I’m happy that I’ve found one.  I hope this new relationship will last more, than ours.

Goodbye ISPX Bonanza.  Keep up what your doing and other people will realized that your dial-up services is not dependable and not there when one needs to connect to the Internet during times of need.  Before I can connect with you in a flash, now it takes numerous attempts just to connect and then what?  Less than 5 minutes and you will get disconnected.  Goodbye dear friend.  Improve your services and I might use you again.

Thank God I found Bl@st!  More faster dial-up service, and more dependable.  It has never let me down so far.

I hope it will last forever.

Star Trek (2009)

I have been a Star Trek fan since I was very young.  I enjoyed all the TV series (Yes!  Even the original series), and the movies (Well, maybe not so much with Star Trek V.  But I still liked it.)  Except for the novels because novels based on the TV series and movies are not considered canon.  But I never had so much fun until I saw the latest movie of the franchise simply titled: Star Trek.

The movie returned to its roots by using the original series time line, then altered it to give an alternate reality for the characters.

The film follows James T. Kirk and Spock, before they unite aboard the USS Enterprise to combat Nero (Eric Bana), a Romulan from the future who threatens the United Federation of Planets. The time-travel story establishes an alternate reality, freeing the film and the whole franchise from continuity constraints.

Directed by J.J. Abrams and stars Chris Pine, Zachary Quinto and Karl Urban as Captain James T. Kirk, Commander Spock and Dr. Leonard “Bones” McCoy respectively.  Leonard Nimoy the actor who portrayed Spock in the Original Series and movies which were based on the original series (ST:TOS) also appeared on the film on a very crucial and relevant role as the future Ambassador Spock.

The new actors portrayed the characters with lots of gusto!  If you think William Shatner’s Kirk was brash and a man of action;  Chris Pine gave it a whole new level.  While Zachary Quito truly deserve the role of our ever beloved human/vulcan.  On the other hand Karl Urban’s portrayal of McCoy was so close to DeForest Kelly that I swear if you close your eyes during his scenes you’ll thought Mr. Kelly was raised from the dead.

J.J. Abrams’ gamble paid off big time.  He remove most of the techno babble and focused more on action and character development.

More details about the movie can be found here.

I’m sure this film gave the franchise the boost it needed to revive it.  Other wise nothing will.

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