If I’m planning to stay in this industry I’m wondering “where will the call center industry be in the long-run?”
July 14, 2006
PAG-IBIG and All That Jazz
“Why am I even in this industry?” I ask as I get my employment requirements. I first got my NBI Clearance which thankfully only costed Php115.00 then I went to get my SS Number which was even more great because it’s free and then I got my Tax Id. Number at the Bureau of Internal Revenues which was also for free. I’m glad it took me about 10-20 minutes to get each of these requirements because of the speedy processes nowadays (or maybe it’s because I got it in an efficient town with efficient processes and an even more efficient, as well as effective, mayor). After I did these three I went to buy some clothes to wear to work because my company has a smart casual dresscode for Mondays to Thursdays then we can wear casual on Fridays, but then again we can’t wear flip flops or tsinelas. Today I’m supposed to finish my Medical in the Ortigas area, finish my PAG-IBIG and PHILHEALTH forms at their respective buildings (that godknowswhere), fix my Metrobank account, and get my transcript of records. I hope I get to finish all these today considering that J. (my sibling) already took the car and left off at 7am for class. I asked my parents if they can take me to these different stations, my mom said they’ll try because they have a lot of work today. Oh well, I hope things go well not just for the employment requirements, but also the training. I heard that employees still get kicked out when they don’t pass the 1-month training in my company.
It’s a One-day Process Really
My life as a call center agent begins on Monday. It took me a little over a month to get a job and I’m glad I’m working for a company that’s one of the top in its industry. My job is probably what I would call an accident or if you’re more on the religious side, you’d refer to it as a blessing. I was actually scheduled for an interview in Makati for Asia Select, a recruitment agency, that wants to endorse me as an account associate for American Express. But I knew I was going to be late and was going to be lost, not to mention going to be rattled because of the strong wind and storm, so I decided to tell them that I would like to re-schedule the appointment. The interviewer agreed, but since I was already on my way (a couple of miles away from my place) and I have just finished getting the car fuelled, I decided to try applying for jobs in Ortigas. The first thing that came to mind was a call center where a friend of mine worked. He said he worked there as a part-time, night shift, outbound agent and he was performing well. I wanted to give it a shot so although I didn’t feel prepared at the time, I gave it a go. As the elevator opened to the company’s floor I saw how packed the outside of office was. There were dozens of applicants lined outside so I did the same and was the person at the end of the line. After waiting for a couple of minutes, my name, together with another person’s name, was called for the initial interview. Questions such as where I graduated, what my work experiences were, what my strengths are, and why I want to apply to the company were asked. I passed the initial interview, the other person did not. After that I was asked to wait for the simulation exam. The simulation exam were all verbal. I was tasked to read tongue twisters, short stories, long rhyming poems, and more tongue twisters. I was also asked several questions and was asked about my own opinion about the poems and stories which really surprised me because I thought I was only supposed to read (enunciate and boast a twang) that I forgot to comprehend what I read at all. The last part of this exam was a role play where I was given 5 minutes to choose and understand a product then sell it to my interviewer. By the way, the simulation exam is over the phone where the interviewer gives you directions as to what you are supposed to read in a hand book which will be given to you before the exam. Thankfully, I passed the simulation exam where the interiewer commented on how well I did with the tongue twisters, how cautious I was with my pronounciation, and how I chose the most difficult product and sold it well. Then, I had another exam which tested how I will be able to handle different situations that occur in a call center. This was a multiple choice type of exam where there are 50 questions and you are given about 20 minutes to answer as much as you can. Fortunately, I finished the exam and was told I got an excellent mark. I was then scheduled for a final interview in about 2 hours. During the final interview (at around 2:30pm), I was again asked several questions about my education, work experiences, childhood experiences, how I did in school, what I expect in the call center, how I can contribute to the company, what my strengths and skills are, how much salary I expected, and when I was willing to start working. The interviewer told me that they could only offer me a starting salary of Php14,000 and a position in inbound. The look on my face didn’t actually communicated ecstatic, but more of disappointed and devastated. I was already planning to work in outbound because I was highly interested in the sales part and not the customer service part of the industry. I said I prefered to work as an outbound agent, but the interviewer pushed that I was very qualified as an inbound and that was the only position they could offer me. Out of desperation, confusion, excitement (to get a job and finally be employed and have a life), I said “okay.” The interviewer congratulated me and welcomed me to the company. I was told that I had a contract-signing at 5pm. Those two hours were probably the most confusing two hours in my life. I went out of the building after the final interview and went straight to my car, not to run away, but to get my blazer (because I was freezing adding to my nervousness) and to have a smoke (or more). I contemplated and realized that maybe there is a reason I agreed. And indeed there is. I want a job during the night (or the wee hours in the morning) that paid well and would give me a chance to meet interesting (new) people, as well as to give me free time during the day to work on my other interests such as writing and entrepreneurship. So I had a moment of prayer that the One above will guide me in my decision and my journey as a call center agent. I signed the contract as a full-time night shift inbound call center agent at about 7pm together with 7 other individuals in a conference room. At long last, I can now officially call myself “employed.”
