I was reading emails when I saw this article worth sharing and not kept in someone’s email’s inbox only. :yipee: You can use this during interviews as most of the BPO companies ask what do you expect or know about a BPO company, so be ready and read the article as this might help you get the job you’ve been aspiring. :67:
Disclaimer: This email is sent to me from Aegis People Support via Jobstreet.com. It is seen at the bottom part of their email. :googlyeyes:
1. Multi-Cultural environment – Offshore call centers like PeopleSupport deal with US-based clients and customers. Since the US is a multi-cultural country, we get calls from diverse backgrounds. Our headquarters is also in the US, so we have officemates of different nationalities. :130:
2. Night Shift work schedule – The job of an eRep may require working in the evening, night or “graveyard” and in rotating schedules. We follow US work hours because that’s where the customers are calling from. :71:
3. Dynamic and fast-paced – Things happen quickly in call centers and eReps have to learn to work gracefully under pressure. :100:
4. Performance-driven culture – Call center folks are highly driven and strongly motivated to succeed. At PeopleSupport, we believe in doing things right the first time. Growth opportunities are endless and with talent, determination and continuous learning, you can rise all the way to the top. :69:
5. Continuous Training – PeopleSupport University (PSU) is there to help you succeed – but only if you want to. We encourage all our employees to learn everything they can during training so they will be prepared to go “live” on the floor. PSU will also be there to help employees move to the next level in their BPO career. :65:
6. Multi-Tasking skills – The skill set requirements for eReps are quantum leaps away from directory assistance. An eRep engages the caller in a conversation, while at the same time follows a set of protocols to help solve the caller’s problem – whether it is for customer service or technical support. This requires analytical and problem solving skills and the ability to multi-task while on a call. :73:
7. Fun @ Work – Call center work is no joke, so we find time to do fun things and exciting activities for all our employees. :82:
8. Casual Work Environment – The environment is made comfortable for employees to be able to work efficiently. Our Open-door policy, employee-friendly facilities, casual work clothes, fun and crazy activities make for a relaxing and comfortable environment. :51:
9. Youthful Environment – Although employees are aged anywhere between 19 and 70, our environment is generally youthful. Our employees radiate a fresh and vibrant attitude that’s just full of life! :87:
10. World-class Customer Service – Customer Service is our bread and butter – we live and breathe it. We give efficient, respectful and value added service to our internal and external customers. Our mantra? “Exceed expectations in every interaction.” :66:
“The employer is entirely responsible for this email content.”
I have worked for Aegis People Support and different call centers and the 10 things mentioned above are true. :yipee: Here’s my (Athena Tria) reaction, comments and suggestion with the article said above. :67:
1. Multi-Cultural environment – Yes, you will encounter different cultures although they are in one country, they have different states hence, they have different cultures. And YOU need to adjust. :oh: This are not taught in training or lectures in the office but you will learn this by yourself when you get to the floor and dial. (floor= work place. dial=take and receive calls) :67: You will learn how each cultures differs and even each state has different accent. It’s up to you to adjust, this is a very challenging job but it’s fun! :40: It’s really challenging at first especially if you are a call center virgin as they call the people who don’t have call center experience yet. Don’t worry it’s easy and when you get the hang of it, you’ll love your job. :85: It’s the easiest job you’ll know. Imagine, you are just sitting and talking and staying in a cool and fresh environment yet you earn more than the manager or graduates out there! Wake up, this is the reality. :he: Undergraduates can earn more than thos who have graduated with flying colors. They just have to be good in English and voila! Earn 25,000 Philippine pesos monthly excluding benefits and commissions. :13:
2. Night Shift work schedule – This is not though, eventually you’ll get the hang of it. And if you have been partying all night, working at night wont be hard, right? :67: It’s not really hard, but to let you know, it’s fun. At first it would be hard especially if you live far from the office, leaving your place and commuting at night may not be safe especially for a place like Philippines. :oh: But still, I still prefer graveyard shifts, it’s fun and the best part of it? NIGHT DIFFERENTIAL! :yipee:
3. Dynamic and fast-paced – Wow, this one is really true. There are lot of changes or updates when you work for a call center. Sometimes weekly, depends on the account (what company you are working for i.e. cable provider, phone provider) you are working on, changes can happen as fast as daily. And yes you have to work gracefully while being under pressure. Pressured by the team leaders and operations managers. :av: Keep a mirror in handy, so you will know when you are frowning, working in a call center may pissed you in a snap and messed with you the whole day. :93: the key is MOVE ON, FAST! :givelove: Or else, you are gonna be in the hot seat with your team leader. :argh: Having a mirror with you will remind you always to smile despite the anger you felt with your previous customer. :40:
4. Performance-driven culture – Yes you are strongly motivated to succeed. You are being paid PROPERLY and so you have to work well, aim for the high CSAT scores (CSAT = customer satisfaction), reached the quota, handle your AHT very well (AHT= Agent Handle Time) and most of all, SMILE! You have to be very patient in this kind of job, again, “MOVE ON, FAST!” is the key.
5. Continuous Training – There are continuos trainings in a call center, even if you are already on the floor and taking calls, there will be times that you need to be pulled out for 30 minutes or an hour to have a training. Yes, that’s how it is in a call center.
6. Multi-Tasking skills – This one is so true. You are going to experience talking to the customer while taking notes, searching and more. You never know what are the things you need to do that will get you emotionally stressed when you work in a BPO industry. :bear:
7. Fun @ Work – Now this one is not a joke or some trick to get you work in a BPO. Call center jobs can get you really emotionally stressed and this re their ways to remove that stress of yours. They have different styles. Examples are team building, talent shows, competitions, sports fest, modelling, cheering, costume party, and a lot more. NOW This is FUN! :cute:
8. Casual Work Environment – This one differs depending on the call center. some require you to wear dressed up, some dressed down. I experienced both. I experienced going to office wearing SHORT shorts and slippers, yet I also experienced going to office wearing something like I am the owner of a company. Either way, it’s fun! :20:
9. Youthful Environment – I don’t know why but this one is true. I have been to 4 different call centers but this is really true. I don’t know how it happened but in every call center I went it really has a youthful environment. Even your bosses are youthful! :87: It’s probably one of the reason why it’s fun to work in a call center. :9:
10. World-class Customer Service – Yes, indeed, Philippines can offer WORLD CLASS customer service that’s why a lot of companies have chosen Philippines world class customer service at a low price for the employment salaries. :cute:
Hope my post is helpful. Leave a comment if it did! :61:
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