The Hint

I was googling online when i saw this one picture of a cal center agent and i really loved it, i do not know if who made this picture,however, i somehow give appreciation for what he/she did. Please refer to the image below.

The Stand Out Process

It was 8 of March this year, when me and sharvu (changaw) decided to pass an application in Next Level, it is a call center in East Block Building in Lopues East, after passing our resume to the polite guard, we headed through Human Resources office in Government center, because i read that they have an opening for a nurse I for Bacolod City College, but the lady in application table told us that it was already occupied...So, me and sharvu just sat inside the center, we just had a little rest and after 30 minutes of sitting inside the center, we went to SM city...Shars(tigi), was also in SM, so we go together and had snacks in KFC's. While we were talking, actually it was after we ate the chips and chicken burger, when i felt a vibration on my pocket, so i picked up my phone and i saw a landline number showing on my mobile phone. I really thought it was Next Level, but the guy said, may i speak to mr. jacky jan ching please, and i said speaking, he told me that "you were referred by "aying", and i said, okay, and he kept on talking and said this is from Convergys and i forgot what his name was and then he said would it be alright if i will conduct an interview through phone, which will be an initial interview. While i was talking to him, i smiled, because i already failed the initial interview before when i passed my application as walk-in applicants. So i said, that would be alright,and then he asked me about my education, so i tell him all my educational background, and actually my hand was really shaking, maybe everytime i got nervous, my hands really shake, even i am disappointed with someone else. And then he asked me, so you already passed your board exam, i said yes and then he said for how long have you been working as a nurse, instead of answering it with numbers, i narrated it from genesis to exodus. And he said, more than a year, (laughing), i said yeah. And he then told me that, is there any work experience not related to your career, i said, oh yeah, i worked as an agent in one of the call center here in Bacolod, he said what is it, i said it is Ttech, and he asked me what account, he seemed to be from Ttech too, because he knew that Kodiak account was under Qwest DSL technical support, but at first i was not able to understand him, so i said sorry. Then after our conversation, he said, i will going to give you some feedback, i need to improve my pronunciaiton with vowels a and e, and consonants t and th, that was the same feedback to me by my initial interview, but there was vowel i. And then he gave me a mock call, he said, yes i do have problem with my internet modem right now, the light is red ,but i was able to connect to the internet a while ago. With nowhere to start, i paused for how many seconds, because i do not know if i should start like a call center agent or what...So i did made an opening spiel, i said thank you for calling, how may i help you today. You told me that you were having problem with your modem is that right, but before that can i have your name for security purposes only. Then i said have you tried pulling out your cables at the back of computer, he said he had done everything, but nothing seems to work. So i told him that, is there any outage in your area, or if not i will dispatch a technician in your place to check for physical wiring outside your premises and i would just like to inform you that, if the technician found the problem inside your house, you will be charge with a minimum fee. (laughing). He said, i passed the initial interview through phone and so i need to take the computer based test, which he said will not be hard for me since i know some stuff, and he told me to bring an updated resume and valid id and look for these certain people. (by the way we do have more conversation, but sorry i can not memorized all of it, maybe it under my subconsciousness now).

Today is my computer based-test, i went out of our home at around 1 pm, because aying told me that we will meet and she would go with me in convergys. I arrived in down town at 1.19, but she just left their house (She's in tangub, it would take time to reach the main city). She texted me that, shars and her will just fo to convergys together and i shall go ahead. hehehe So i hopped into the jeepney, and went to convergys (cvg) and i arrived in there at 1.42pm, i told the guy in the reception area that i will be having a computer based exam and that i am looking for these certain people, he gave me the form again, and i called aying, and asked her why do i need to fill out the form again, since i am here for the test, so our names were called and went to this room.

I knew what will happen, we will fill out the form online, but the instructor told us that, if who was able to apply online, i raised my hand, and then she told me just wait for a moment, and told me something, which i did not paid attention too. With my anxiety, i approached her and told her that i am here for the exam. She typed my name and said, oh yeah, and gave me a form and started my exam, she gave me a very fast instruction but clear enough, so it was a fair instruction...I started the test, it was spelling test (51 items), mock calls (20 items), the customer will call and she/he has some complaint, how do you approach them, third is fill in the information, such as name, address, and zip codes (I had 5 calls over all).

After my computer exam, i had a written exam. It was all about media com i think, that was 20 questions, then 10 questions for technical support, 10 questions for networking, 20 questions i guess from math (sales) and 2 scenarios where you will give your feedback to the client like in a call center.

After that, i passed the paper and then the nice lady gave me this another paper about disclosure of identity and she told me that i need to wait for my schedule for final interview, so i waited i think for 5 minutes and then this guy gave me a schedule set that i will have my interview tomorrow at 11 am with the room number 311, then i sign it up.


I will tell you if my interview for the final stage is a success or according to Thomas Edison, will be a long process for success. (smiling)

Interview

Well, i just had an interview with CVG, and i did not passed the initial interview, it was written in that regret form, i call it. That i need to improve my vowel pronunciation of a,i, and e and at the same time i need to exaggerate words which i think i did.

That's for now (smiling). I already called my mum and told her what happened, and i just laughed at it, and even told my friends about it. I think i really need to go, but i want to earn money first before i go. Anyway, i tried another call center, let me see if this one would employ me.

Tata

First call

January 11th, 2007 by jan012682

It was our nesting day(first time to handle customer call in the Call center)
All of us were so afraid
Because we don’t know what to do
And how to approach the customer well
And what we would do if we have an IRRIT
customer
All of us log in to our tools in the computer
We all wait for the calls
Since it was early dawn in America
and in the Philippines around
5:30 p.m.
While me and my other wavemates
Were talking in our cubicle
I heard a beep on my headset
I panic, and i answered the call
And say
Thank you for calling
bla bla this bla bla that
And who the fucking
customer would call
at that early dawn in America
But i have one customer
So instead of telling him
"can i put you on hold for 2 mins"
I said, "can I hold you for two minutes"
and the customer laughed
and said
What you want to hug me?
Oh sure you can hold me
And as the calls
went through
I would be giving the reference number or case number to
the customer in case he call back
I said " i will give you a case number in case you need to call back again"
and the customer reply like
"my god, i just had been from jail,
i don’t want another case number
and he laughed again
and i smiled
and said no sir
that would be alright
What a call for TODAY
I was DIVIRGINIZED
it’s so bloody scary
if it is your first time
Ha ha ha