Unusual Channel
By Ma. Renette B. Uy

Ready me

My three weeks stint in a call center is the most enjoyable experience I had for this start of the year and one unforgettable event also I should say. When it was supposedly work that I intended to have… what I ended up with is… that's right, a work alright and most especially, I ended up adding some really nice people into my list of “to be friends” in the future. It was work and it was play at the same time. Let me tell you my experience working in a call center for three weeks to be exact.

When I got that call that I was to report for a job interview the next day, I got so excited. Who wouldn't be? I had that job application done several months back of last year and did not already expect a call back from the company. But I got a call and everything else is history. After the interview and an exam, I was told that I have to go through one week training before I was to start the job which will only be in three weeks and that I am to be hired on a project basis and the project at that time was for Valentine's Day. That, the client, is one of the biggest flower company in the U.S.A. , etc., etc., etc. and so I went through the one week training without a glitch. Oh boy, that was information overload, lock stock and barrel, and, considering my memory being shot at this point of my life, I wasn't bad at all, memorizing all those technical whatever and of course the “say statements”. Yup, the “say statements” ! At the start of the training day, what was exciting about it also was, we were all told to think of a name that would best describe ourselves. And since I was about ready for anything that will come my way, I thought of describing myself as “Ready Renette” And you bet I was really ready for anything, well almost everything! I had wonderful seatmates, Mother Marie, Artistic Ana and Mellow Mao. We helped each other with almost anything and we shared notes and manuals, etc., etc., etc.

Alright now, after a week of training comes the day, or should I say the night of reckoning, or judgment day so to speak! I will be on line and would actually be talking to a customer, saying what I was told to say, and doing what I was trained for. My first day was I guess the worst feeling I ever felt. I almost had a heart attack waiting for that call to happen… with all that coffee who wouldn't be a nervous wreck?!! I kept telling myself, “you'll be okay, you can do this” “After the first call you'll be okay, Renette.” I was actually talking to myself! I looked like some idiot whispering and mumbling words, practicing what I am supposed to say. I wanted it to be over and done with. It's like walking on pins and needles. It was nerve wrecking! I had questions running a 100mph in my mind. What if I say the wrong spiels? What if I don't sound pleasant and friendly over the phone? What if I press the wrong button? Worst, what if I placed a wrong order? All these what “ifs”, it was driving me crazy! Rrrrrrring…once, twice. “Geez, it's actually ringing,” I mutter to myself. It's ringing and I was looking at the phone and the computer in front of me at the same time, and I am not one to panic but at that moment I felt like I wanted to panic. I picked up the phone (not technically though), said the words and everything else is history! I don't know about you guys, but honestly, it took about a couple of days for me to get really comfortable with the system so sue me! But I made it through my first night and the night after, two nights after that, and so on and so forth. When I was actually having fun already, getting the “hang” of it, the stint was almost over. It was such a great experience!

Way back when I was working in Manila , I worked for a company that sells Customer Service Training programs. That was my baptism of fire as far as customer service was concerned. From then on, it has become a part of my life. Customer service, I believe does not only relate between a salesperson and a person trying to buy a product. It applies to anything or anyone for that matter. We strive to always offer our services to anyone and as end result, customer satisfaction. As long as we interact with people, there should be that thought or concept of providing good service in any form or structure.

My experience working in a call center is one of my best work experiences ever. I got to work with young, very young, not so young people. It was a challenging experience considering the workforce is composed of relatively young people and is headed by someone very young and successful at that already. And I am fascinated by the energy that they have taking to account the working hours in a call center. So much life, and the get-up-and-go attitude of this young people, it is indeed contagious!

For young and old alike, here is a job opportunity that is open for you as long as you are challenged and trainable. I have to admit though it is also a stressful job taking into consideration the tall order for not making a mistake as much as possible. There is no room for errors and if there is, geez… pray it can be repaired. I have worked under pressure before but not requiring so much grace, all I had then was a bad temper and all sorts of brand names coming from co-employees because of that temper, in time it got tempered. This was different! Being in this job, grace under pressure is a nice way of saying it, taking bearing in mind the kind of feedback one gets from a not satisfied customer. Despite receiving nasty comments or feedbacks, one has to maintain that certain grace and composure to be able to not fight back or say something nasty also to the person on the other line. I believe it worked for me to say a short prayer before I start my day of work. I'm not saying my English is impeccable I guess you just have to know what to say at the right time and to the right person. Of course, it is a must that I speak the English language when I start answering calls but what use will it be if I speak well but I do not make sense? I had my own bloopers, believe you me, I had my own share of bloopers Hey, I am not perfect though I strive to be, who wouldn't huh? I even had this feeling, “grabe, baka maubos ang baon kong ingles!” But, thanks to the nice and always helpful Team Leaders and Supervisors. I can understand how tiring and stressful it must be for them too, having to answer all the questions, running from one cubicle to another. They might as well be in roller blades so that they can go from one agent to another agent within seconds just to assist and offer their help. I believe that they then addressed all the problems I encountered during my work period and I was thankful it was actually different everyday so that I was able to add it up as part of the experience and use it through the week then when I encountered the same problem I knew already what to do. I am sure there are different problems everyday and like I said, it helps also that one has to know the right words to say and one has to sound friendly or use the right tone every time it happens. Smiling helps a lot. Having a good work disposition or attitude is another help to deal with the work to do. So, to the young and old alike, polish up that English language, be customer service-oriented and have that right work attitude! Believe you me; you are the right person to work in a call center if you have all these qualities. Of course, nothing beats being trained for it. Job Training will equip you before you challenge yourself to work in a call center or any job industry for that matter.

I would like to greet and thank all the people I worked with at ePLDT eVentus:   to my batch mates, Marie, Ana, Kay, Valerie, Bobby, Brendan, Jinky, Adrian, Noel, Thea, Gynnette, Rachel, Bingbing, Lilian & John, Edith & Gray, and to the rest of my batch mates (so sorry I am so poor with names) to Alex, thank you for being so helpful. Of course, to my pretty Team Leader Clyde; to Nova, Ria, Jane, Cute Marie, Lei, Lizbeth, Julius, Mor, Vanessa, Weng, Terence, Katrina and to Ken. Special mention and thanks to my friend Angelee who deserves her blessings (you know that na). And last but not the least, special thanks to Mylene. I have not met her but she saved me from a most embarrassing situation, thanks so much! It was great working with you guys and more power and God bless always!

Go out into the world today and love the people you meet. Let your presence light new light in the hearts of people.