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Call Center Life
« on: May 01, 2007, 01:44:01 am »
By Karen Lema (Reuters)

MANILA (Reuters) - Bernadette, Claidel, Ted and Layne are relaxing after work with a few bottles of cold beer and some cigarettes in a bar beside their Manila office.

It's 8 a.m.

"After working the night shift, we are very stressed out and want to unwind," said Layne, who, like his drinking buddies, works as a call centre agent in the Philippine capital and who declined, like the others, to give his full name.

A booming outsourcing industry is generating thousands of jobs and billions of dollars in revenues but many of its young employees are turning to caffeine, cigarettes and alcohol to deal with unsociable hours and demanding, sometimes abusive, callers.

"I worry when I go to the call centres that we are spawning a generation of chain smoking, coffee addicts or worse, chain smoking beer drinkers," Rosalie Montenegro, senior vice president of the Call Centre Business Group under Philippine Long Distance Telephone Co. (PLDT) told Reuters.

Workers often deal with up to 70 calls during their 11-hour shift, and admit that while the work is not physically tiring, it's wearing them down mentally and emotionally.

Customers cursing and insulting them are all in a day's work.

Claidel said one client accused her of "stealing jobs from the Americans" while Bernadette said a caller from New York told her he thought Filipinos "live in trees".

"Physically, it is not so difficult because you are just sitting down, but it's a different story when you get cursed at," said Claidel, while munching bar snacks.

"No one from my family and friends has ever cursed me."

PALPITATIONS

The Philippines, with a large pool of English speakers and cultural affinity with the United States, is developing as a strong second to India in the global outsourcing market, employing 200,000 people, mostly graduates fresh out of college.

Total industry revenues jumped 50 percent to $3.6 billion in 2006 and the government estimates they could rise to $12.1 billion by 2010 as companies shift higher-earning jobs overseas.

While the hours are long, the pay is good.

Entry-level wages are around 13,000 Philippine pesos ($275) per month, nearly double the minimum wage, and can quickly rise to around 20,500 pesos, excluding bonuses.

Dondie, who works for a global outsourcing firm in Manila, earns triple what he was getting as a university employee. The higher pay means he's able to compensate his family for missing birthdays and celebrations because of work.

But the 9 p.m. to 6 a.m. working hours to service the U.S. and European markets is tiring and coffee and caffeine loaded energy drinks have become a staple on agents' desks.

"After ten months of drinking coffee, I had to stop because I was already having palpitations," Dondie said.

An open plan office full of twentysomethings creates a hectic social life and Jose Torres, who joined PLDT's call centre to deal with employee relations, said new graduates would always party hard, regardless of their occupation.

"It goes with the generation of people between 18 and 25 years old who comprise the call centre workforce," he said.

PLDT is trying to make sure staff at Ventus, its call centre operation, live healthy lives by building them a gym and spa and setting up dormitories close to its offices. But Torres said the workers were ultimately responsible for their own well-being.

"We have to understand that the world is a global environment operating on a 24-hour basis," he said. "You can let the system swallow you or you can organise your life."

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Re: Call Center Life
« Reply #1 on: May 15, 2008, 04:00:39 am »
only 2 amongst 108 agents sips coffee here in our account.. only 20+ smokes..

it's all in the mind.. really.

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Re: Call Center Life
« Reply #2 on: May 15, 2008, 04:08:21 am »

only 2 amongst 108 agents sips coffee here in our account.. only 20+ smokes..

it's all in the mind.. really.

you're one of the two. who's the other one? :D

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Re: Call Center Life
« Reply #3 on: May 15, 2008, 04:49:05 am »
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Re: Call Center Life
« Reply #4 on: May 15, 2008, 05:22:30 am »
haha dili ate ginger.. i meant kanang everyday coffee jud ba,,kami ni mocha kana man lang na coffeeshops..for the sake maka tambay.. diri sa office only 2 ang coffee drinker for the caffeine..hehe

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Re: Call Center Life
« Reply #5 on: June 09, 2008, 06:00:43 pm »
i've been dying to know where this alleged BPO in Bohol is... can anyone please tell me?... hehehe!

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Re: Call Center Life
« Reply #6 on: June 09, 2008, 07:37:39 pm »
akong anak nga lalaki nagtrabaho man pod sa call center sa cebu. sa kalooy sa Diyos dili man pod manigarillo ug dili pod hilig kape. ang iyang buhaton paghuman duty mouli ug matulog. akong gisupplyan pod hinoon ug anti-oxidants nga vits

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Re: Call Center Life
« Reply #7 on: July 13, 2008, 11:11:01 am »
only 2 amongst 108 agents sips coffee here in our account.. only 20+ smokes..

it's all in the mind.. really.

sa cordial ka?

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Re: Call Center Life
« Reply #8 on: July 13, 2008, 11:51:43 am »
By Karen Lema (Reuters)

MANILA (Reuters) - Bernadette, Claidel, Ted and Layne are relaxing after work with a few bottles of cold beer and some cigarettes in a bar beside their Manila office.

It's 8 a.m.

"After working the night shift, we are very stressed out and want to unwind," said Layne, who, like his drinking buddies, works as a call centre agent in the Philippine capital and who declined, like the others, to give his full name.

A booming outsourcing industry is generating thousands of jobs and billions of dollars in revenues but many of its young employees are turning to caffeine, cigarettes and alcohol to deal with unsociable hours and demanding, sometimes abusive, callers.

"I worry when I go to the call centres that we are spawning a generation of chain smoking, coffee addicts or worse, chain smoking beer drinkers," Rosalie Montenegro, senior vice president of the Call Centre Business Group under Philippine Long Distance Telephone Co. (PLDT) told Reuters.

Workers often deal with up to 70 calls during their 11-hour shift, and admit that while the work is not physically tiring, it's wearing them down mentally and emotionally.

Customers cursing and insulting them are all in a day's work.

Claidel said one client accused her of "stealing jobs from the Americans" while Bernadette said a caller from New York told her he thought Filipinos "live in trees".

"Physically, it is not so difficult because you are just sitting down, but it's a different story when you get cursed at," said Claidel, while munching bar snacks.

"No one from my family and friends has ever cursed me."

PALPITATIONS

The Philippines, with a large pool of English speakers and cultural affinity with the United States, is developing as a strong second to India in the global outsourcing market, employing 200,000 people, mostly graduates fresh out of college.

Total industry revenues jumped 50 percent to $3.6 billion in 2006 and the government estimates they could rise to $12.1 billion by 2010 as companies shift higher-earning jobs overseas.

While the hours are long, the pay is good.

Entry-level wages are around 13,000 Philippine pesos ($275) per month, nearly double the minimum wage, and can quickly rise to around 20,500 pesos, excluding bonuses.

Dondie, who works for a global outsourcing firm in Manila, earns triple what he was getting as a university employee. The higher pay means he's able to compensate his family for missing birthdays and celebrations because of work.

But the 9 p.m. to 6 a.m. working hours to service the U.S. and European markets is tiring and coffee and caffeine loaded energy drinks have become a staple on agents' desks.

"After ten months of drinking coffee, I had to stop because I was already having palpitations," Dondie said.

An open plan office full of twentysomethings creates a hectic social life and Jose Torres, who joined PLDT's call centre to deal with employee relations, said new graduates would always party hard, regardless of their occupation.

"It goes with the generation of people between 18 and 25 years old who comprise the call centre workforce," he said.

PLDT is trying to make sure staff at Ventus, its call centre operation, live healthy lives by building them a gym and spa and setting up dormitories close to its offices. But Torres said the workers were ultimately responsible for their own well-being.

"We have to understand that the world is a global environment operating on a 24-hour basis," he said. "You can let the system swallow you or you can organise your life."


Welcome Call Center peeps to the American life!

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Re: Call Center Life
« Reply #9 on: July 13, 2008, 12:17:16 pm »
Akung cousin nga trabaho pod sa Call center inag out niya deritso sa computer makig chat lang
naho balita sa mga customer niya, sos adto lang niya e buga ang kalagot sa iyang computer games.
Hay buhay lagi kuno parang life!

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Re: Call Center Life
« Reply #10 on: July 13, 2008, 10:09:19 pm »
Korek gyud ka Ms BeLLe. Welcome to American life. Kanang na experience sa mga call center agents ron, that's the day-to-day life dire. People in the service industry get cursed at, it's part of the job. Dili lang gyud personalon kay ikaw ang alkanse. A tough skin is needed sa ing-ani nga klase sa trabaho.

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Re: Call Center Life
« Reply #11 on: July 13, 2008, 10:59:14 pm »
Bayat aka Bambi works on a graveyard shift for 10+ years man tingali to. I worked night shifts before but i never compalined kay that is MOOOOONEY! no money no honey! hahahhahhahhah

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Re: Call Center Life
« Reply #12 on: July 13, 2008, 11:05:59 pm »
Sakto gyud! Hahaha! no money, no honey! malingaw man ko nimo oi

Dili gyud puede magtinapolan kay mapasmo ang bitok! Hehehe

Naa ko'y mga kaila nga pinoys sa CA Ms BeLLe, they are on welfare. Mga tapolan kaayo, dili mangita'g trabaho. Wala man unta deperensya sa ilang lawas,ka edad ra gud nako. Ning migrate lang gyud sa US para magpa welfare. They're disgusting.

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Re: Call Center Life
« Reply #13 on: July 13, 2008, 11:22:03 pm »
Ngek very disgusting Thyl! aguuuuuuy! maglagut jud ko ing ana kay ato man na nga tax gikaon nila oi!

ijaraaa!

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Re: Call Center Life
« Reply #14 on: July 14, 2008, 12:43:31 am »
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Re: Call Center Life
« Reply #15 on: July 14, 2008, 02:27:15 am »
"I worry when I go to the call centres that we are spawning a generation of chain smoking, coffee addicts or worse, chain smoking beer drinkers," Rosalie Montenegro, senior vice president of the Call Centre Business Group under Philippine Long Distance Telephone Co. (PLDT) told Reuters.

Ms Rose was our former boss but She retired from service a few months back, what she says is absolutely korek.


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Re: Call Center Life
« Reply #16 on: July 14, 2008, 11:47:27 am »
Akung cousin nga trabaho pod sa Call center inag out niya deritso sa computer makig chat lang
naho balita sa mga customer niya, sos adto lang niya e buga ang kalagot sa iyang computer games.

games ang usa sa akoa mga kalingawan sad after work besides japanese manga and anime. heheh kaysa mag-sige ug soroy2x ;D

by the way, wla ko sa call centre nag-work... usa sa akoa gi-support ang amoa call centre ug data centre.  :-X

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Re: Call Center Life
« Reply #17 on: July 15, 2008, 02:39:40 am »
"I worry when I go to the call centres that we are spawning a generation of chain smoking, coffee addicts or worse, chain smoking beer drinkers," Rosalie Montenegro, senior vice president of the Call Centre Business Group under Philippine Long Distance Telephone Co. (PLDT) told Reuters.

Ms Rose was our former boss but She retired from service a few months back, what she says is absolutely korek.




ngano maka smoke diay sa sulod sa office?

and can drink beers?

WRONG!

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Re: Call Center Life
« Reply #18 on: July 15, 2008, 03:06:03 am »
haha.. they should be thankful sa call center industry
if walay agents, daghan na unta mga bars. disco pubs. nagsara.
usahay gud puro nalang agents naa sa mga hangout bar nga mahal mahal

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Re: Call Center Life
« Reply #19 on: July 15, 2008, 03:33:50 am »
Kiams mga laid back nga mentality man nang ubang karaang tawo gud.

They think they could still go back to the Flintstone's way of life!  ;D  ;D  ;D

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Re: Call Center Life
« Reply #20 on: July 15, 2008, 04:22:12 am »
mao lage te,
mga suko nga ang call center daw naka trigger ug smokers and drinkers..

then again..naa ramana sa tao. hmp

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Re: Call Center Life
« Reply #21 on: July 15, 2008, 05:33:07 am »
unsay PAKI nila if someone smokes and drinks as long as they dont smoke and drink on the job...

PAKIALAMERA whoever they are!

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Re: Call Center Life
« Reply #22 on: July 19, 2008, 02:22:25 pm »
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Re: Call Center Life
« Reply #23 on: February 16, 2009, 05:16:48 am »
since daghan na mga call center aents na apil dre sa forum, speak up guys!

musta na inyu work? lingaw pa mo or napilitan nalang?

share your experiences..

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Re: Call Center Life
« Reply #24 on: February 16, 2009, 05:31:41 am »
This could be a very stressful job and hope it is good paid.

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Re: Call Center Life
« Reply #25 on: February 16, 2009, 05:39:47 am »
Yes te, the pay is really good. But sa other account's (client) has very high demands. Pressured kaayu ang mga agents on meeting their metrics (grades).

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Re: Call Center Life
« Reply #26 on: February 16, 2009, 05:46:43 am »
Kiams, anybody with college degree  can apply this kind of job? or is there an extra basic course for this work? in my old times, wa pa may mga call centers sa ato.

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Re: Call Center Life
« Reply #27 on: February 16, 2009, 06:21:52 am »
Anybody 18 y.o. / above who's done with 62 units (i think) or 2nd level sa college can apply in a call center.

But no matter how smart you are, if you do not know how to multi-task and can't keep up with the pressure is out or quits :D.

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Re: Call Center Life
« Reply #28 on: February 16, 2009, 08:51:00 am »
Oh I see .... mao diay nga smokers and coffee addicted  na ang uban. Well, as long as they will not take a strong drugs. I presumed that they are some who are not only workcoholic but also getting a alcoholic, right?  :(

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Re: Call Center Life
« Reply #29 on: February 16, 2009, 09:02:53 am »
hahaha! that is also inevitable te. tho we prefer to call ourselves "everyday-social-drinkers" if ever there's some sense in it..

Last year it was 3wholemonths nga everyday mi mag inom.. tis a wonder nga di pu mahurot amo money... inom te from the time manggawas mi until 3 hours of sleep nalang before amo duty!! wew! bawal man gud absent.

being in a call center with your friends is like being in highschool without the academic pressure and with much money. :)  because dungan mi In and OUt.

but it changed when we had our 24 hours support, lagyo na kaayu amo scheds.. and im glad too because the "drUnking" stopped.

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Re: Call Center Life
« Reply #30 on: February 17, 2009, 07:00:47 am »
kiams little girl, unsaon naman lang ninyo kahigayon ug "panguyab" ug magsigi na lang ug tagay?  basin mo-ingon ang mga good looking boys... gwapa ug sexy unta  ning mga bayhana pero ang nakalisod kay  mga palahubog!  ;D

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Re: Call Center Life
« Reply #31 on: February 17, 2009, 08:04:43 am »
kiams, kinsa na HR Manager sa S****? I used to work for S**** before (pioneer TSE batch). Most of my colleagues might be managers and supervisors na cguro ang uban wla na sad dra..

sa dha pko.. .. whenever a customer would curse me.. sh*t , they'll get more cursin from me.. dli jud ko pa-alkansi....if they got attitude, damn, ive got a crazier attitude too..mao taas ray 10 months nko... ahahaha..... akoy gi sample sa pagsulod sa NEW HR Manager..

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Re: Call Center Life
« Reply #32 on: February 17, 2009, 07:20:01 pm »
bol-anon ko?!?! really? dili mana puydi kay basin ma sakpan sa client ..

sa ms. erna namang sa HR. :) unsa ka nga wave sa Accen****?

hehehe ate. wala naman na dre karun.. i mean tanan man gud vibes kaayu with each other.. lahi raman ang lyfestyle sa call center agents te uy..

(tabang mga ka CCA!!) :)

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Manong JOSE

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Re: Call Center Life
« Reply #33 on: February 17, 2009, 08:16:56 pm »
Health risk is not the only problem which can be associated to the booming call center industry in the Philippines. A professor of mine once told that call centers are also capsizing the human resources of the country because qualified graduates (e.g., engineers, teachers, programmers) would prefer to settle for these high-paying call center jobs because of the attrractive compensation the companies are offering than really working at their respective fields where they could be highly utilized. The job of a CSR/CSA can be done by high school graduates whose English are of high quality.

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bol-anon nga cebuano

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Re: Call Center Life
« Reply #34 on: February 17, 2009, 10:30:22 pm »
in manila, there is this bar that only caters call center agents. it's in shaw boulevard in manduloyong. adto mi didto usahay moderetso gikan sa work. tanang customers didto puro call center employees from other companies. that was in 2005 when i was still single and can freely roam around the country.  :D

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bol-anon_ko

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Re: Call Center Life
« Reply #35 on: February 18, 2009, 02:48:34 am »
bol-anon ko?!?! really? dili mana puydi kay basin ma sakpan sa client ..

sa ms. erna namang sa HR. :) unsa ka nga wave sa Accen****?

hehehe ate. wala naman na dre karun.. i mean tanan man gud vibes kaayu with each other.. lahi raman ang lyfestyle sa call center agents te uy..

(tabang mga ka CCA!!) :)

Nganu i censor man ang name sa Company Kiams? I thought ang account ra ang dli pwede isulti.. wla pa na ACCE**** na account kiams,, when SYK** CEBU started they had TECH24(first and only account)-murag wla na ni cya krun.. and then came Blue HIPPO(ambot ug naa pa ba sad ni krun)... yeah c ms. erna diay... regards nya ko nya kiams,, she might still remember me.. 

tell her thanks, for me kiams, what she did was somehow a blessing in disguise.. i pursued what my career was about(software development rather than general technical support)




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Re: Call Center Life
« Reply #36 on: February 18, 2009, 02:49:21 am »
wala lang.. feel lang nako i tagu.. hehe :D gi tan aw raba ako sul ot ron kay mubo kaayu.. uh-oh

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bol-anon_ko

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Re: Call Center Life
« Reply #37 on: February 18, 2009, 02:55:55 am »
kiams, i think one of my ka batch is still there murag manager man sa PALM account for ASIA PACIFIC cguro.. c roy santiago.. kaila ka nya?

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Re: Call Center Life
« Reply #38 on: February 18, 2009, 03:07:51 am »
Nag abot tingali mo bai kadto anak ni kapag may katwiran ipaglaban mo
Sison apelido

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bol-anon_ko

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Re: Call Center Life
« Reply #39 on: February 18, 2009, 03:10:12 am »
Unsay pangalan,.. bsan gamay pami ngadtu dli nko ka remember tanan.. dugay naman gud to...

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