Hello WWW!

It has been almost a month I have not posted anything on my blog folks. I am okay,  just busy at work. My three in the morning schedule is also a bit of a challenge.

Few weeks after my internet and optic television training I mentioned to my team captain I am getting only few internet and optic television calls.  Internet covers broad range of issues. The two weeks training is not enough to be in the know of the intricacy of the job. Besides, I did not take computer course in my college years. Neither a computer subject was into my business course. I was under the old curriculum of the Philippine educational system when I was in college.

Thankful indeed, towards the end of July and the whole month of August I have been into internet and optic tv calls. I received few phone and satellite tv calls. It made me happy but into deep analysis on every call I get. I know it would take a while before I get familiarize with the internet issues. Optic tv is a bit easier than internet issues.  As mentioned in my previous post, my internet training was beginning of June for two weeks. Optic tv training was beginning of July for a week.

It would take at least six months or so of taking internet calls before I could adjust fully. No quitting, learning is fun, folks!

Telpad

If you get a call on your home phone and caller will offer you a deal, will you be interested entertaining the call? You probably will listen for a while as a courtesy to the caller. There are a number of telemarketers bugging subscribers selling all sorts of items or offering services. Be careful, some of them are bogus, in other words scam. I intentionally did not have my home phone listed on the directory for this reason. Those who knew my number are my provider, my bank and few relatives. Likewise some pizza stores or food chains who might have saved my number when my niece order s online. These pizza stores needed a phone to call, to verify the existence of the buyer.

I got two calls from my service provider offering me a package that would convert my television to internet television.  I am aware of the plan as they had advertised the product and services. I forgo the offer.  I have and old model television. I do not have an HDMI port on my television. An officemate told me I could buy an extension cord I could use for the television. The cord has both component and HDMI plug in.  I had been busy or possibly a bit lazy to go around for the extension cord.  I put the idea on hold for a while. The package is actually cheaper than subscribing to a cable company. 

February 2012 Highlight

Kudos to our team captain and congrats to team mates! A job well done! We bested six teams in February. We topped the Satellite TV and Phone Tech Support teams, scoring the BEST in February among all months. We passed all metrics with FLYING COLORS! We were jubilant upon learning we made it. We are NUMBER ONE! 

It is almost the end of March. The team is still on top in Customer Satisfaction (CSAT) score. We do hope we will pass all metrics. Being number one is not at all easy. All eyes are on us. Pressure is mounting but giving up is not an option. :)

Furlough

Yesterday night, I reported for work as usual. It was a little different anyhow from previous nights, I have no voice. I remember the voice of Ariel being stolen by Ursula at the Disney flick Little Mermaid. I hope no one attempted to steal my voice. It is one of my greatest assets. Likewise, talking as most gentlemen knew is the best pastime for most ladies. I am not exempted.

Yes, I do sing, inside the bath room. Working in a call center, my voice has a price of gold. The gold is just converted to Philippines Pesos. I was allowed not to accept calls. Otherwise I might get dissatisfied customer. They might think they are talking to Minnie Mouse. While I sat on my desk, I read all work related emails, saved the important ones and deleted those that are not needed. I created folders for each updates and tools I used at work for easy reference.

Customer First

Thank you for calling how may I help you today?”

“I am calling about my telephone. I reported the noise on it since December. I was promised of someone coming but, no one has ever come to our house. My husband is undergoing chemotherapy. I have to endure this noisy telephone every time I call his doctor.”

I received the call from a soft spoken lady a minute before I log out to end my shift, around the second week of January 2012. I could imagine the effort calling from a very crackling telephone. We had to shout at each other to be heard. I responded without hesitation, accessed the trouble ticket. To my surprise, I searched an open ticket that indicated “acknowledged” by dispatch but no technician was ever assigned. 
My instinct dictated to me the lady on the phone needed her phone badly. Putting customer first, I did not mind at all extending my working hours. I rebooked the ticket, routed it to the correct department. To backup my request for priority, I sent a request for manager call back. I assured the lady on the phone. Someone will call her the soonest possible time and her phone will be fixed.

Nine, Twenty Three, Twenty Eleven

After three months of my request for the transfer of service for my phone and internet. My service got transferred, finally. When was the date of transfer? Take a guess. But the phone had no dial tone for almost two weeks.

In my previous blog, I mentioned about subscribing to my previous internet provider. That one I had when I was in Makati City. I had a second thought, in view of too many months of service disconnects. When I transferred to Pasig City, I subscribed to Philippines main phone and internet provider PLDT. I requested to transfer the service in July to the new apartment, I am renting now. I was denied transfer for the reason the connection will be passing through private properties. PLDT was referring to the other apartment units.

I am Moving Again

Folks, I may not be online for a week or two. I am moving again. This time it will be a bigger place compared to my present home. I promise to post some photos soon as I get settled. I will have my phone and DSL transferred. I was advised by my phone and internet provider it would take a week or two depending on the location I am transferring to. Likewise they would take into consideration if the house is blacklisted or has available facilities already. Hopefully, it will be transferred soon. I have no time to go to internet café to post and visit blogs.

I am not happy my current landlord and landlady, they are spouses, did not deliver what they  promised me, especially the sub-meters for electricity and water. When I moved to their apartment 1st of February 2011, I repeatedly asked if I will have my own utility meters. I was assured I will have. Later, my electricity service was disconnected. I had to pay for the usage of the other tenants just so I will have the service back. Being out of electricity service in the warm weather in Manila is no joke.

A Whole New World

Mid Feb this year the account I was into, announced they are closing their Manila Call Center. I felt sad for a while. It was the very first account I had, ever since I worked with a Call Center. Our office had the account for almost ten years. No one would ever thought after so many years we are going to lose the account. Luckily the company I am working for have several captive accounts. I was endorsed to other account. Passed the interview, started training 21^st of March.
 

My first account was an electric provider in the United States. I had work as a Customer Care agent for five years. A service agent, until I passed the Lead training for escalation. As a service agent I handle all types of calls. Be it an enrollment, billing and other residential electric inquiries from the customers. When the account announced they will close their Call Center in Manila. I thought maybe I would be endorsed to the account handling same customer care concern.