23rd Day: Mocking Day

"This day was all about emotions being stirred and combined to drain whatever energy was left within our body."  

As soon as I stepped on the vicinity of my workplace, I saw my workmate Lassy who's spirit was still floating in the heavens and was shouting for joy while telling me that she just passed the Nursing Local Board Examination. I could still feel her jubilation underneath my skin until the elevator pulled us up to third floor wherein a lot of nursing graduates were jumping and screaming out their happiness from passing the board exam just along the lobby. Those mirthful scenes brought back some good memories I've had two years ago where I once passed the nursing board examination. haha! 

Well not every nursing graduate was merry that day. Two of my wave mates failed to pass the board exam. And while everyone was celebrating, they were somewhere at the cold corners shedding a tear. I felt for them. Taking the board exam and not to mention its preparation is not a joke. Failing it would mean going  through the hardship all over again. I advised my friends to never give up. I've seen a lot of nursing graduates who also failed at first but made it on the second time they tried. Some are still even trying up to this day. Failing the exam is not the end of the road. It simply means that the game is not yet over! 

While everyone was so busy talking about the board exam, we almost forgot that today was our pre-mock day. haha! It just came back to our senses when we saw our trainer, one QA representative, and one core skill trainer. Weeeew! We've been dreading for this day to come and there it was happening inevitably. Kim , our mate who had a long experience about the nature of our job, volunteered to first take the pre-mock. He finished the call seamlessly and there we were in front of him trembling as our trainer randomly called out names through draw by lots. A number of us did the pre-mock and gazillion of constructive criticisms came out from the mouth of our mentors. Well the best thing about the activity? We had learning at its best. 

117a having dinner at Jollibee

My heart was drumming like nuts for like 8 hours. Try to imagine that! And I can't imagine myself having this kind of feeling tomorrow once again. So I volunteered myself to do the pre-mock first thing tomorrow. Pretty brave huh? Well not brave, it's more of suicide. And I just want my heart to rest, act normal and stop acting like drums. :-)hehe

22nd Day: Meet the QA!

We've spent half of our shift practicing the different environments that we will undergo during the mock calls. We used the simulators provided by the training team and practiced mock calls with our trainer and team lead guiding us all through out the calls. And while we were practicing, I realized that technical issues were sooo much easy when you're guided by your mentors and exactly opposite when you're left alone doing it by yourself. Sometimes it makes me wonder if I'm ever absorbing all the information I get from the training. haha! Our trainer or team lead would often say that we'll get the hang of it and someday we'll get used to it. So when's that someday huh! hihi

me with Lassy, Ney, and Ian during break time!

By 7pm, two representatives from the QA Department went inside our training room. By the way, who are these QA people? They are the Quality Assurance Team. And from the name itself, they assure that all the calls or agent-customer interactions are strictly based on the STANDARDS. I believe every call center in the world has  a QA team. They monitor every call that an agent has to make. They call your attention if you're already crossing the line. They measure your metrics or your performance on the floor. And more than anything else, they will have the last say if you're going to be an agent or not. So how is that?! haha! If in school we used to have our Guidance Office or Student's Affair Office or simply the Disciplinarian Office, at work we have our QA Team. 

So to speak, two QA representatives came inside our class and conducted a lecture regarding the standards of making a call. They tackled stuff like the proper way of handling a call, the dos and don'ts, how our performance is measured through metrics and the like. And lastly, they introduced to us the pre-mock call, mock call proper, and live call certification which will all be happening in the following days. 

So this is it! The make it or break it part. God bless us 117A! :-)   

 

21st Day: Serious Day

After 21 days, it's getting more serious here. Enough of those playing around and enjoying the friendly environment our company has been showing us. This time things are nearing to reality. I could almost here our CEO directly telling us to straighten up because he means business now. haha! Well it's not that we're just playing around the whole time we were on training but we did have fun. A lot of  fun. But that doesn't mean that we already put aside all the learning that our trainer has imparted to us. 

We learned many things. And proving it to the company that we did learn has been adding a little bit of pressure to all of us. I mean come on! We weren't just paid to sit there, relax and enjoy the air conditioned training room. We're there to work and learn stuff for us to become extraordinary agents who would someday become an asset to the company. In a nutshell, we are an investment.  In our end, if anything goes wrong, well it could put our job at stake.

We just started practicing different call scenarios using the different techniques that we have learned in the training. Good thing we were already provided 11 scenarios that we have to focus on. These scenarios are the possible call that might occur during the mock calls. So together with our trainer, we spent half of our shift practicing step by step. Inasmuch as we wanted to go through all the environments, we can only do so much of our little time. The irony of time - it runs fast when you badly need it to slowdown and slows down when you really want it to fast forward. haha!

Anyway, God bless to all of us 117A! We'll just have to give our best shot and if this job is really meant for us then by hook or by crook, it would be for us!

Aja!
 

20th Day: Wireless, Crownless

Woke up at 9am and was still groggy while I switched on the television. I was awakened by the text message updates about Ms. Universe sent by some of my friends. Since I don't have cable at home, I just opted to watch a delayed telecast of the most anticipated Ms. Universe 2010 at ABS-CBN. So there I was in front of the TV while receiving text updates from people who had home cable and were able to see Ms. Universe live. And yes, watching a delayed show was so exciting. I was so thrilled to death that it crossed my mind why Papa would punch anyone who'll spill out the result ahead of a delayed telecast everytime Pacquiao has a fight. haha!

Our representative for this year's most coveted crown for Ms. Universe was Ms. Venus Raj. I first saw her on TV at the height of her dethronement issue. I wasn't really sure or I just didn't get the gist of that issue but then I was  still on her side and believe it or not I also gave a little prayer for her to get back the crown of Binibining Pilipinas. My reasons were plainly because her appearance resembled an authentic Filipina beauty. She's tall and exuded with overflowing confidence. She truly had the makings of someone who'll bring home the crown. In a nutshell, she was perfect to be the country's representative. 

When she made it to top five, I was one of the many Filipinos who were uplifted by such achievement. Just try to imagine, eleven years had passed since Miriam Quiambao almost got the crown and landed as first runner up. Eleven years of drought then there was Venus Raj once again proving that Japanese and Indian women are not the only Asian women capable of making it to the final five.

She was almost there but not quite. She sadly flunked at the question and answer portion which was the highlight of the said pageant. Right then and there, tweets and shout outs from facebook flooded the internet. There were various comments but in general those comments say- our representative was a pretty dumb! I say it's unfair to judge her just like that. First of all, it wasn't that easy to fall and be hailed as one of the top 5 candidates. I mean from all of those preliminary interviews coming from the press to the pre-judging (prior to coronation night), you can't be dumb. Personally, I was a bit foiled by the fact that she "almost" got it. However, I'm happy to know from her interviews that she enjoyed her experience there and that alone is a great achievement. And who knows? She might just set the trend for our next representative next year! Remember Japan? hehe

I arrived at work and people were still talking about Venus Raj's major major answer in a major major beauty pageant! haha On the other hand, we then moved on to our next topic which was all about wireless connections. Our trainer taught us on setting up a wireless internet connection for our customers. We simulated using three different operating systems such as Windows 7, XP, and Mac (Leopard).

Well I had fun learning about wireless! But pretty sad for Ms. Philippines going home crownless... :-(

19th Day: E-mails & Hostages

It's just another day at the training room. We started the day checking our log records and our trainer together with our Team Lead assisted us with some discrepancies in it. We moved on with our lecture which focused on troubleshooting e-mail problems. Our dear trainer taught us the steps in configuring Outlook Express and the rest of the electronic mails in which our company supports. I really had fun in our activity wherein one has to play the customer and the other one should be the agent who will troubleshoot and help the customer configure his email. It was fun and learning at the same time! Good job Sir Caro!

While we were earnestly listening to our trainer as he imparted his knowledge in troubleshooting email issues, the other part of our country was in great chaos. Naive from the tenebrous news, some of us received text messages about the story of a former police officer who took over a tourist bus in front of Quirino Grandstand in Manila. It was during our break time when we opened the internet and realized how serious the hostage drama was. A disgruntled ex-police inspector took 25 people (mostly Chinese Nationals) hostage in an attempt to get his job back. Police officers and SWAT team flocked the area and so were the media and of course the bystanders who foolishly pried in exchange of their own safety.

I was already at home when I watched the late local TV news and was dumbfounded upon learning about the aftermath of that fateful hostage drama. The lunatic perpetrator wasted his life for that job he can't possibly retract. Chinese Nationals lost their lives for being in a wrong place and time. Philippines' security sector failed once again for the Nth time. The local media people just habitually and selfishly added fuel to the fire.



Now what's gonna be the consequence? Hmmm... they say it's a domino effect. Let's start with the foremost piece - Tourism drought! But seriously, our government should make amends before it's too late.   
 

18th Day: Berlitz Day

We have been dreading for this day to come. It's not that we're not capable of speaking the English language, it's just that one rater's decision could mean our contract ended just like that. But we have to face the inevitable and swallow it whole. Five other trainees were ahead of me while I waited for my turn in taking the assessment. I expected myself to feel nervous and nauseous to the extent of throwing up but I didn't. My heartbeat was in its right pace. My breathing's just fine. I was relatively calm but certainly not confident.

me, shin, and the blurry tan2x

And so time's up and it was my turn to dial and ring the rater back at the States. His name was Dan. Funny how his name reflected the second syllable of my first name. lol He had this affable voice and that helped  me to relax a bit. First, he asked me to tell more about myself. Until he hoisted some topics relating to local politics. Yep, I can still relate with that kind of topic but not until he started asking me questions such as the global economic recession and stuff about business. Oh golly! Those were mind blowing queries I got there. I figured it was utterly out of my best interest (business and recession) but somehow I managed to answer all of it but not with flying colors. If I were to rate my answers? Hmmm.. quite mediocre for it to reach a C2 level which is the highest grade for Berlitz. 

Anyway, there's no use in crying over a spilled milk. It seemed to me like people didn't mind the stressful conversation with Dan. We visited youtube.com and viewed some funny stuff in there. The Japanese pranks really cracked all of us out. And then we also viewed some of the world's most talented people through America's/Britain's/Ukraine's/Slovenia's got talent  or from So You Think You Can Dance or from America's Best Dance Crew and the like. It was a nice diversionary tactic though. Instead of people brooding about the bloody conversation that they just had or worrying the conversation that they're about to have, laughing out loud was the best solution ever.

At the end of our shift, I hastily left the office and headed to Ayall mall. I met my college buddies there whom by the way I haven't met for ages. We just lingered outside the Starbucks Coffee then talked and caught up with our recent happenings. As talkative as we are, we decided to take  and continue our huge chitchats at McDonalds, IT Park. Just ordered coke float which was worth 25 pesos and talked then laughed a lot which were worth a gazillion! It's been 21 days since the last time we hanged out  and it's pretty obvious. We missed each other so much. 

After McDonalds, we went to Jollibee (still at IT Park) and had our breakfast! Keisha's treat! Thanks Kei! mwaaaah! Until our next morning the night session guys!!!☺

   

17th Day: Dropped a Brick

Mr. Trainer came inside the training room and dropped the biggest brick ever. We're gonna have our Berlitz Language Assessment tomorrow. 

I didn't know how to react. We've known that this day will come and eventually we'll have to take this assessment. But still butterflies in my stomach wouldn't stop in churning up every intestine that I have. Waaah! I just hate the feeling! 

I tried to convince myself that this kind of assessment isn't new to me. I've taken the IELTS (International English Language Testing System) and got good results. The interview was more gut-wrenching because it was a one-on-one conversation with a British native speaker. And Berlitz will just be conducted over the phone. See? I don't even have to worry about the rater's facial expressions. I've got to focus in our conversation and that's it!

But why am I worrying so much?! Grrrrrrrrr!

The happy faces of 117A a night before the Berlitz Exam. I'm positive that we're still gonna go out from work tonight wearing the same faces! Go 117A! Nail that Berlitz!

God be our guide tonight! ☺

16th Day: Mac vs PC

In a world where competition either makes or breaks you, it's no wonder why huge companies strive hard to be always on the number one spot. This day our trainer introduced us to the glossy, stylish, and lavish operating system - Macintosh aka Mac! Though this operating system is unpopular here in the Philippines (in which 'almost' all Filipino households are using Windows), we have to get to know Mac by heart because a big number of our customers in the US are using Mac.

Our trainer provided us some notes that allowed us to access some simulations of what's inside a Mac OS. He walked us through the different locations that we needed to familiarize. While our trainer was teaching us some stuff about Mac, I suddenly felt nostalgic. Just remembered the first time I utilized a PC with Windows OS. I was still in grade school and the only thing mattered to me that time was to access the games my big brother installed in his PC. Back then, I had this misconstrued idea that somehow computers  would blow up if mishandled. Until I reached high school and was taught by Mrs. Entese (our Computer teacher) about the basics of computer. Man! I can still remember the first time I flawlessly demonstrated how to properly turn on and shut down a PC! Darn proud of myself that time! lol 

After 11 years, there I was again inside a training room learning things about a new operating system. Except that this time, the funny fear of a PC exploding anytime wasn't in my consciousness anymore. haha! Actually, utilizing Mac wasn't that hard at all. Maybe my prior knowledge on Windows helped. Some functions were just the same except that they have different names. While we indulged ourselves more, I realized that Mac is really user friendly. It seemed to me like it's designed for a four year old kid (not to mention its cute teenybopper icon designs). Plus the fact that if you'll avail Mac, you'll save yourself from the hassle of buying  pieces of hardware such as the monitor or CPU. Though its price is quite expensive, buying Mac will mean instant personal computer and not just your software. 

See this Video for a funny comparison between Mac and a PC: 

Every product has its own ups and downs. Pros and Cons would always be there. But if you're comfortable and utterly satisfied with what you're using then why transfer or change it? So far Windows didn't disappoint me that much. Well except that crazy virus which set up its own password in my PC. I ended up cleaning my entire drives which meant deleting all the files I had.

So which side are you on? 

15th Day: Troubled Troubleshooting

Me. Staring blankly at the rain outside.

I understand that sometimes the sun will bite like it will never leave a single piece of you. At times the rain would pour down like it will never halt again. But what I don't understand is the occurrence of both draining the energy out of you! I traveled from my place to downtown hissing from the prickly heat of the sun. When I took the second jeepney headed to my office, it rained buckets. And then I ended up feeling sick inside the lecture room. Good thing drinking lots of water helped me big time, I woke up feeling fine this morning. Well the hasty veering of weather conditions nowadays must be the effect of climate change. People might simply ignore these signs but scientists would often say that much worse things are to happen if we continue closing our eyes from this slapping reality. 

Specific learning: 

Bring umbrella. You've got a bag for goodness sake! (try usin' it..hehe) Umbrella really comes in handy these days. 

General learning:

Give a damn! Conserve energy. Take care of your environment. Don't let mother earth get angry. She's filthy when she's mad... so beware. 

Enough of my environmental awareness program as of now. Let me snap you back to my 15th day at work. Training was bloody as ever. And I think that it would never stop from being red as blood. haha! Yesterday we started talking about troubleshooting and up to this day, troubleshooting was our core topic. Troubleshooting here... troubleshooting there.. troubleshooting everywhere!haha And most of the time, a newbie tech support like me utterly ends up... TROUBLED! haha! But seriously, if dressmakers do dress for a living and carpenters do houses or buildings, we make troubles our bread and butter. Well thank you for all of those troubled internet users out there. We got ourselves a lucrative job. See? Sometimes we have to be thankful for our troubles 'coz it might just be a blessing to others. ☺

I and Lassy inside our Training Room.

Our trainer assisted by our team lead conducted a return demonstration for us. Just to check if we were listening during the lecture. They just asked us to locate some stuff (using Operating Systems Windows 7 and Windows XP) like IP configuration, operating system, how to safe mode, how to check if NIC cards are properly working, force IP address, and the like. Sorry for talking jargon! Anyway, just to put in a nutshell, those things are the basic questions or instructions we give during early troubleshooting. 

 Again, Mr. Trainer let us observe some tenured agents who are already taking calls like forever. Somehow, inch by inch, I can now relate to the tools she was using and some of the troubleshooting she has done were already familiar to me. But her speed and multitasking abilities were skyrocketing! I should acquire that kind of skills someday. Talking while typing and documenting and troubleshooting... weeeeew! Beat that! hehe Anyway, as what my team lead said, these agents were taking calls for like..forever! So we don't have to worry 'coz we'll learn things along the way...

...which made me daydream and fast forward myself 5 or 6 months from now. I imagined the same trainer introducing newbies on the same floor. And I became that snappy and skillful agent. Some newbies would observe around my cubicle and earnestly watch me while I do the tricks. After a seamless call, I'd face them with that cocky smile.

Dream on Conz! nyahahaha! 

14th Day: Sumner Day!

Went outside our house at 1pm with a gloomy sky, drizzled a bit. I had to wear a black sneakers thinking that pavements will be all wet and so I was right. Lucky enough, I was able to ride a jeepney headed to downtown area. Got off from the jeepney near Cebu Technological University where I usually wait for the next ride I have to take before I get to the office. I stood up at the pavement with drizzles slowly building up its course to becoming a rain. I used my sweater to shield my glasses. I hate it when a mist smudges my pair of glasses.

I've lingered there for like 10-15 minutes. I was already swearing. Deym! How could that 03A jeepneys be so elusive on rainy days? Did the rain creep the hell out of them?! I reckoned it was no use brooding  to such unprecedented event. I thought riding a cab would be better but the thing was I only had 73 pesos in my pocket. Anyway I gambled and prayed hard that the money I had with me would suffice. While I was inside the cab, I thought I'd swiftly arrive at the office. But no, I encountered a traffic jam caused by grieving people marching their loved one unto his grave. Grrrrr... of course, I could not afford to complain about that matter. I was just at the right street in a wrong time! But as soon as we have escaped that gloomy parade, Mr. Driver was sensitive enough to fleetingly drive our cab to my workplace. I arrived just in the nick of time, six minutes more and I'd be late. By the way, my cab's fare amounted to 72.50 pesos. Still my lucky day huh?!

Today, we met the famous Mr. John Sumners. A tall, white, and smart person who obviously talked with an  English native tongue. He is the man our company hired to ensure that all the trainees are fully equipped before taking the Berlitz English Exam. He interviewed each one of us and gave us some pointers about the assessment. He was blunt in mentioning the things that we have to improve on. Nevertheless, still a sensible person who would encourage you to etch in your mind that you will definitely pass the assessment no matter what. In my case, he said that I'll do good in the exam.

If he believed it, then why shouldn't I?

On the other hand, our lecture with Mr. Product Trainer moved on and this time we discussed about Common Connectivity issues. First connectivity problem we tackled was Sync Issues like No Sync, Intermittent Sync, and Sync No Surf... hmmm... pretty jargon right?! Well I don't have plans in explaining all of those here. It's just too much my blog can handle.. or me can handle! Just kidding.. hehe

All in all, this day was a blast! I was able to avert from a bad luck on the streets! Had a sating dinner with my colleagues in a cheap restaurant across the building where we work. Received my very first pay! (at last!!! hahahaha -evil laugh-).

13th Day: Ganbare!

While making this blog, mom's beside me talking to Papa over the phone. They're having a steamy conversation about some things.. issues and stuff. Got irate myself because her voice was as loud as the roaring lion. Like seriously Ma! If you'd continue talking to Papa like that then I'd never wonder he'll grow old deaf and you would never have to use a normal tone of voice in talking to him ever again. Good thing she went inside the room and continued the yelling... I meant the "talking" there. Seriously, her yelling was blocking my thoughts like I would never know how to start a single paragraph. Well  then  I ended up writing a paragraph which is obviously about her! lol

Enough of my mom for now. Back to the 13th day I've had at work... ☻

Went to the bank today and got my Debit Card. Yes, you've read it right! I'd soon be receiving the fruits of my labor through this flat plastic card. Yeeyy!! Well I'd be able to get my pay after 26 hours from the time I activated and changed its pin number. Currently, I still have 8 or 10 hours more to wait. hehe At long last, after 9 months of drought, I'd have my own money and help mom with the monthly bills that we have. I missed this. That feeling of independence a salary can give you. Now, I've got this goal to save as much as I can. Well let's see if I'd be able to realize this. I'm planning to open a personal account  in one of the banks here. I want to take this seriously. Ganbare!

The lecture today was gory! Remember the tools I've shared in my past blogs? I said we currently have three tools. Today, I just met "eleven" more of them! Yah I know. I know that I've already said that I'd be more diplomatic on them and try harder to make friends with all of them. Now that we've already tackled fourteen  tools then I guess the establishment of rapport just turned into a more uphill slope. Our trainer assured us to never worry because these new tools aren't really utilized that much compared to the first three. But Mr. Trainer, we'd still gonna use them right?! Right. :'(

Hmmm... still, Ganbare! haha 

12th Day: Who Dozen?

Just like a dozen of red roses, this day was beautiful. Though it was another lecture mode at the training room, I think I'm starting to appreciate the beauty of this kind of job. We started to tackle about the registration process. Yah know, the time when customers register themselves to set up an internet; agents must be with them (over the phone of course) to walk them through the entire process. And yes! This type of task I think is one of the easiest but definitely one of the longest so good luck to our average handling time! lol 

And like a dozen of red roses, this day was bountiful. The admin are giving free snacks for agents who'll go on duty at graveyard shifts. And so we received sweet bread and orange juice. Okay... that wasn't sating as we expected it to be but it's still a blessing though! Well who in their sane minds give out breads and juices just like that for bunch of sleepyheads free of charge?! Not to mention the fact that I saved 40 bucks intended for  my snacks at break. So see?!haha On the other hand, Nhey, our ever generous mate, brought one whole piece of roasted chicken and shared it to the group. Now that was delicious!haha We lingered at the pantry during lunch time and filled our tummies with that juicy chicken coupled with rice. Thanks Nhey! But please don't overdo this okay?! I and Lassy are kinda' trying to maintain some waistline here! haha 

At the end of the shift, Lassy, Nhey, Claire, and I decided to sate our souls this time. From the office, we took a jeepney to Mabolo Church and attended the holy mass. Though we were already very groggy, we have to be fair and give thanks to the Almighty One who favored us a blissful dozen of beautiful days at work. Personally, I wished that He'd still continue showering all of us tons and tons of beautiful days. Just like a dozen of beautiful roses...

Well who dozen... I mean... doesn't want that?!  

11th Day: Jollification

Woke up as the thumping sound from the staircase bonged in my room. I instantly heard my mom saying, "Mata dan! Nay Sunog!" From the tone of her voice, I already pictured the enormous distress in her face. I jumped out of bed and hastily opened the door. There she was panting and frantic with worry while telling me there's a house set on fire just one block away from ours. And in a suburb where we are situated, 5 minutes is much too short to burn down houses brought forth from light materials. It was just 2pm and the sun beamed expansively. The wind was perfect to further ignite a blazing fire.

But this scenario was completely different 12 hours ago...

...where I attended my 11th day training at work. We started our class with a group activity. Our trainer divided us into eight groups. Each group was given a certain modem and was tasked to enumerate in front of the class the modem's distinctive characteristics and functions. The activity was pretty good. Sharing it to the class helped me to understand modems more. Today's lecture was, still, all about modem. This time we studied the different interpretation of external modem indicator lights. There were red.. green.. orange lights and then lights off. Simply reminded of my kindergarten days where my teacher used to teach us traffic lights. It was more of the same except that this time, modem lights' interpretation vary depending in the modem's framework. Nonetheless, tools are always there to help.

Ney, Lassy, and I went to level 4 and used the restroom. After, I asked Ney to take a whole body picture of me!

Vain much?

Well, maybe a bit..hehe but I just wanted to document the first time I wore the cute shorts my momma especially made for me!

Thanks Ney!

Thanks Ma! (make more shorts for me please.. haha)



Our class ended earlier than expected. And so we just talked and laughed... den talked and laughed again... yah know, the usual energy we get every time we're about to go home..haha While waiting for 6am, we took pictures again.

hmmm... this picture taking stuff is slowly turning into a habit huh?! ehehe

Anyway, this is me with the gorgeous men of Wave 117A and of course, our ever affable trainer! :-)


See the unexpected veering of events? Hours ago I just had the best time with my colleagues. We were mirthful and jolly as ever. Went home. Dozed myself with sleep. Woke up with our neighbor's house set on fire. Everything just went topsy-turvy. From jollification to near misfortune. How wicked is that!?

Nevertheless, thanks to God! Me, mom, and our house are safe.

10th Day: Modem Mode

Oh well it's just another night shift training. Just another eight hour battle inside a cold training room with bunch of sleepyheads! haha! Seriously, our topics each day are getting deeper and heavier. And this pea brain of mine can only do so much to absorb such techy stuff. I promised myself that I would intently listen to every little detail our trainer would share but sometimes I just can't avoid being sluggish and fighting over it felt like I was in trance.

Today, our trainer walked us through the world of modem. And maaan! There's a quite a number of them we ought to support! Different models... versions... types. Some of them looked like a bread toaster and some even looked like a nebulizer!haha Our trainer already taught us on how to configure modems if ever they go nuts. Of course, tools are always there to lend a hand. And yes, I finally realized today that these tools aren't my foes but friends and I'd establish more rapport to make them my best friends on the floor. I guess we'd continue talking more about modems tonight. I gotta brace myself for another nose bleeding moments! haha

me and my pretty young lass chumegs! taken just before our shift ended...

kindly explain to me please! why in the world do our energies shoot up to level 10 when it's almost time to go home??!!

Filthy pretty sleepyheads!! hmmmpppfff!

And just when everyone was on the brink of passing out, we decided to put an ice breaker in the middle of our tedious lecture. But instead of playing games, this time we wanted someone to sing a song for the group. In times like this, people are predictable. One would start asking who would sing and then another one would suggest until the entire class would pick on one person until he/she can't help it but sing. Oh I love that part when someone gives in and then sings!haha Four of our mates sang a song. From where I'm sitting, I bet these people just love karaoke. Well I guess there's an impending karaoke session that would happen anytime this week? Now I'm all agog!

And oh, I forgot to mention that by persistent lulling and hauling, we made our ever affable trainer to sing for us. Sing for us... or for someone? Not sure though! hahaha

9th Day: Alpha

♫ This could be the start of something new.. It feels so right to be here with you. And now looking in your eyes, I feel in my heart.. The start of something new! ♪♪

Ring a bell? Right before the smash hit musical TV show GLEE, there was High School Musical! The Efron-Hudgens tandem, remember? Well, I won't be talking about them today...

... I'd be talking about the new beginnings that are just lurking somewhere at the cold corners of our office haha! These past few days, we have been tackling about the useful tools that we will be using on the floor during troubleshooting. Well for the record, we currently have three tools that we learned separately everyday. Now here's the catch, just this night, we were taught on how to simultaneously use these tools while talking or troubleshooting a customer's issue. Yep, you heard it right. Multitasking is the name of the game. And you need to master the rest of it to attain its synergistic effect. It's pretty difficult as of now but I believe I'll soon find my feet. I believe tools are there to help you and not to mess things up.

On a lighter side, I won't name names though but I have these friends back at the office who are just about to begin their burgeoning love affair! Yep, I can sense it with all my senses that this flirting would lead to something new. Oh I just love seeing people dazed under the spell of powerful attraction. The thrilling, grinning for no reason, sparkling eyes, and the daydreaming of endless possibilities! I'm almost in love myself. In love with the thought of love though! haha! But kidding aside... as long as you're both happy, why not?

Lastly, remember the new teammates I once told you? Those people who would just show poker face every time one of us cracks a joke? Well, good news is, they know how to laugh back! Not to mention the fact that they're starting to ask questions and communicate! Yeheeey! That's quite a progress! And who knows? This might be the start of a new friendship. After all, we're all in the same team right? So why make it complicated? Let's just be friends for goodness sake!

"Coming together is a beginning. Keeping together is progress. Working together is success!" - Henry Ford

8th Day: Synergism

I thought it would be easy but the way things turned out at the training, I'm afraid it's not that easy after all. It's a total struggle inside the training room. There were times like our eyes already had a mind on its own. No matter how hard we tried to open it, our upper lid can't help but touch the lower. The pull of gravity was too much to handle. And God knew how much we tried to avoid sleeping on class. For it's not only detrimental on our part as a trainee but as well as insulting to the one conducting the lecture in front of us. Luckily, I "still" survived this day and made it through without passing out. But you should see my colleagues' look in their faces (each time they fight the sleepiness they feel)... exceptionally hilarious! haha

So how do you survive a technical lecture on a graveyard shift?

Simple. Zealously use SYNERGISM which is by the way defined as the working together of two or more things to produce an effect greater than the sum of their individual effects.

• Never take a nap during breaks. Instead, utilize your teammates and have that synergistic effect from them. Just talk anything under the sun but if most of your mates are female, love life topic will be a sure fire hit! Taking naps will just make you yearn more about sleeping. You don't want that.
• Ask your trainer if you could play games. Charades is not that bad pick just be sure to participate well in the game or the game's effect would only be futile.
• Chew something. Bubble gum is a no no. You're in a fully air conditioned room so we don't want any flatulence right? haha Cookies or any junkies will do!
• Take pictures!!!
  

...and yes taking pictures with your trainer wouldn't be that bad either especially if he is that good looking... waahhhh! That's not lip serving Sir Christian just a plain matter of fact compliment. lol

Our trainer, Christian, wearing white polo and the rest of my beautiful and young lass teammates!

• Drink lots of water should be on the list but in our case, I highly discourage it. Maaan! The rest room is like one kilometer walk from our training room! Of course, you don't want to be a nuisance teammate by frequently going in and out of the room. Take a hot choco drink or coffee instead!
• Ask sensible questions to your trainer. Communication is an effective way to battle sleepiness. Just make sure that you don't go overboard.
  
• Toss jokes. Laugh at your own jokes. Appreciate other people's jokes by also laughing at them. And never mind the people who wouldn't ride along with your funny antiques! It's their wrinkles they'll deal anyway... haha!
• Take time to listen. Fake it 'til you make it! Even if sometimes it really gets tedious but trust me. Paying attention will do the trick.
• NEVER compromise your chances of having a sound sleep at home. You'll regret it yourself if you won't. Well it's up to you!
• Lastly, never forget your purpose of attending the training. You are there to learn and have some fun at the same time.
  

You see? There are still a lot of ways to overcome the sleepiness we feel during graveyard lectures! Those are just my own 10! You create your own and maybe even improvise it to something more. As long as it doesn't interfere the discussion proper and you don't get to step on someone else's life...

...just go ahead and do your thing!

7th Day: Friction

It's when two ideas don't meet... friction begins... collision happens.
-Conz6th

The time has arrived to face the technical side of my job. Funny thing was, we're not even at the core part of it yet. We're just at the introduction phase and there were already some stuff that were all Greek to me. Well, the idea of me being an internet addict was really helpful. At least, in some parts, I could somehow relate to our lecture. Also, we were already introduced to some of the tools that we will be using during proper troubleshooting. I'm glad there were tools designed to make our job easier. Now it's already a challenge in our end how to utilize the said tools. As of now, it's still obscurely complex. But no worries. There's a reason why we call this current level I am in as "Product Training". I'm supposed to be trained! There you go, that's the spirit!!! hehe

Well I have to convince myself. Try to focus as much as I can in learning rather than loathing the idea of a Newbie being so clueless in almost everything he does. And the thought of experts, once upon a time, messed up during their first times also helped. Of course, they didn't pop out as experts with just a wink. That would be unfair! hehe They, too, also had their own piece of cake.

On the other hand, our product trainer let us observe (for like 20 mins) an actual call handled by agents who were just new to the floor (one month of taking calls). I listened to one of the issues handled seamlessly by a one-month-experienced agent. Like seriously? Was she good or was the task easy? I didn't know. But she was confident. It made me think she was good. So I asked her if I'll get by. She told me, "trust me, felt the same thing one month ago". Well, that kind of helped!

As you know, during the first day of product training (last Saturday), 10 other trainees who came from other group were added to our pack. Well I'm calling it pack 'coz the one week core skills training really made us bonded. Now, I understand why some of them (if not all) were quite uncomfortable of joining a new group. I'm not really sure as of now but I'm thinking there's a bit of friction going on. And why did I arrive to such conclusion? They obviously showed us that "poker face" every time one of us tossed a joke. While the rest of us was laughing, I mean like seriously! It's not so rude to laugh along... or is it? or their sense of humor withered away as the night went deep? hehe Another thing was that particular girl who would at times sneer on us. I mean like, why throw such a friendly facial expression?! And the last blast was when our supervisor went inside the training room and checked on us. He asked if we had clarifications or questions that he might be able to address. The always sneering girl, with that sheer conviction on her face said, "Why are we separated from our original group?". And we were like, "Okay.. this is it. They officially hate us." But seriously? We're not from high school anymore and I'm so done with this crazy little antiques that only a grade school punk would normally do!

Grow up people!

6th Day: The Graveyard Shift

Lecture on a graveyard shift. How wicked is that?! lol

Yah, a lot of unusual things really do happen at a call center and one of those is to have a tedious lecture on a graveyard shift. For crying out loud! Most people "normally" sleep at night with their brain cells fully nourished and rested while some of us "abnormally" attend trainings at dawn draining the remaining luster our braincells have. Awful reality. That's why don't ever wonder if sometimes call center agents have a tendency to just stare at you while you're asking them a question (especially when they're from a night duty). It's either they see you as their walking pillow or their brain cells are all worn out you just have to give it a little time to buffer.

Yesterday was my first graveyard shift as an agent. While everyone was whimpering about the idea of getting awake all night, I was slightly glad inside. What's the fuss? I'd even voluntarily do sleepless nights surfing the net so why dislike working at night where I'm surely paid haha! If I'd pick one favorite shift then that would be graveyard. You'd leave home minus the prickly heat of the sun and get out from the office with the cool breeze of early morning minus the traffic jam heading home! Get my point?!haha

But seriously, regardless of my crazy and illogical thinking with regard to night shift, this schedule isn't really healthy. Click on this link to view the Night Shift Health Effects. Of course, as a nurse (three months ago), I should know better that having a normal sleep pattern at night is simply irreplaceable. No medically inclined geek would debate me in this perspective. One of the reason why call center agents are very prone to every possible disease there is because they (or we) don't get the beneficial effects of sleeping well at "night". Good thing there's this health insurance that's more than willing to spend 100 thousand bucks per illness per year! Blimey! How cool is that?

But who wants to get sick anyway?!

5th Day: Oucchhsourcing!?

Practice makes perfect but others are saying that nobody's perfect so... why practice?! lol

Oh well it's a cliché kind of joke that always crosses my mind whenever I am practicing something or every time I see people zealously rehearsing some dance routine, singing piece, or in our case - the ever ardently prepared for English Language Assessment through Berlitz. We've spent whole day conversing about the possible questions that are usually given by the raters. We picked questions or situations then shared our thoughts and views to the group. Our trainer time and again injected possible answers that would somehow create a bigger impact from a rater's perspective.

Meanwhile, we also took turns in taking the Language Assessment 3 which was again conducted by a local trainer. Luckily, I did really well with minor glitches in, again, pronunciation! This time I messed up with the words colleague and memorable! Nevertheless, the local trainer told me that I'm pretty comfortable with the language. However, she pointed out that I should be careful with my tone of voice 'coz I sounded a bit monotonous. Well I explained to her that my cough and colds were causing my tendencies to have a very boring tone.

This is it! I'd be serious about getting well lest messing up Berlitz exam!

On the latter part of our class, our trainer showed us a documentary video about a serious number of Americans who are greatly affected by the rampant outsourcing of mostly IT jobs to other countries. In this documentary, they quoted India as the outsourcing capital of the world. Well the plot was quite interesting. A certain american lost his job because his work was outsourced to India. He then decided to fly across India and look for his old job that was outsourced somewhere in this country. Within 30 days, he stayed in a middle class Indian family (who most of the members were working in American Companies) and applied then eventually worked as a call center agent in one of India's American Call Centers. At first, he landed at India with a heavy grudge on his shoulders. But at the latter part of the documentary, he was greatly awaken by the sad reality of poverty that has created a huge disparity among Indians. He realized that sometimes some of the Americans complain too much while the struggling poor people in slum areas of India don't even have the time to whine.

A poignant day after all.

4th Day: Cough! Cough!

If I have one wish right now. It would be to get over with this cough and colds ever since Monday. My cough got worsen that I had to relentlessly bark like a crazy dog inside the training room. Like seriously? Cough and Colds... Leave me alone!!!

Our training for today went really well. Our generous trainer taught us the different ways in nailing our Berlitz English Assessment. She reminded us that using Idiomatic Expressions and Phrasal Verbs in a conversation is a sign that you're very comfortable with the language. We were given quite a number of examples for us to maybe use it in the future. We were also given the possible questions or tasks during Berlitz like describing your dream house or enumerating steps in baking a cake.

I also had my first Language Assessment today. It was conducted by one of the local trainers. I expected for a lengthy conversation but I only took it for like 5 minutes. Was I boring? or the trainer's just already tired talking since 6am (and I was interviewed around 1pm)? I don't know but I hope it's the latter. I can't be boring! haha Anyways, I was glad because I received good comments from him. However, I was given the advice to be very careful on my pronunciation. Yah, I admit. I mispronounced the word GROWTH. Like WTF is wrong with my tongue?! I already knew the right pronunciation but I keep on using the wrong one! Stubborn tongue this is! Well, at least now, I learned that I'll never use the word GROWTH during the exam proper! lol

And lastly, I'm done with my pre-employment requirements! Yeeeyyy!! Salary is good to go on the 15th! And tomorrow is going to be my first time to use the company's biometric fingerprint scanner for our log in and log out. Kinda' new to me. It's really amazing how technology works nowadays huh!

3rd Day: English 101

We started the day with a post test from what we have discussed yesterday regarding customer service. Our trainer was such an angel. She had a quick review on the topic which was really helpful because I never had the time to scan my notes at home. The exam was quite fair. All that came out was ardently discussed by our trainer.

After the test, she introduced to us the illustrious BERLITZ assessment. This verbal exam would determine whether or not trainees have the sufficient English speaking skill that's needed for the job as a technical support representative. What made this assessment extra nerve-wracking is the fact that the interview is conducted by a Native American speaker. Also, you'd be given topics anything under the sun; hence making it more complicated. The only thing you can pray for are the subject matters that would best interest you. And if by tough luck you get to receive unfamiliar topics, might as well try swiveling it to another subject that would not go further than the first. Nonetheless, our trainer made us listen to several of the Berlitz interview sessions. It made us realize that it wasn't that bloody as we thought. Great initiative indeed!

Overall, I really enjoyed this day at work. Just went nostalgic while our trainer discussed to us the different technicalities of English language. It's a fact that Subject-Verb Agreements, Tenses, Prepositions, Verbs, Nouns and Pronouns have been repeatedly talked about ever since grade school. But no matter how I try to learn and practice the rest of them religiously, I just can't help but flunk. Well I feel sorry for all the English teachers I've had but don't worry 'coz your student is diligently trying his best everyday! haha Even the proper way of stressing English words are unbelievably stressful! lol It's nice though that our trainer gave us a fun game about it. At least we don't have to sulk about the words that we've mispronounced almost our entire life. haha!

ENGLISH as a second language. I don't wonder why I never get it perfect most of the time. After all, it's just my second language anyway. It would be a great shame if I mess up with my mother tongue which reminds me of this month's celebration. Does it ring a bell?

2nd Day: Knocked Down

Woke up at dawn while it's raining cats and dogs outside. It was already 4:17am so I got up and headed to the bathroom. My throat was painfully scratchy and nose all clogged up. If only I could go back to bed and just forget about the world then I certainly would but it's just my second day for heaven's sake! Both nature and my body are not cooperating that well though.

Logged in exaggeratedly early at the guard's area (5:15am). I rode a cab when I headed to the office. Spent 85 bucks for it but it was worth it. I just can't picture myself riding a jeepney under the rain while I compete against the early market buyers at Carbon. I loathed the idea of it.

Today we were already introduced to the very famous METRICS in the world of BPO industry. It was quite complicated for me as of now but I convinced myself to think about it later when I'm already at the floor. As of now, training will be my primary concern. I need to learn as much as I can. A lot of qualifying exams are on our way and it's draining when you dwell on that idea but I actually like the pressure, it makes me want to strive more.

Our trainer discussed about customer care service the entire day. We were taught in the proper way of dealing with customers especially the "irate" ones. Since most of us are call center virgins, the topic was pretty helpful. We were not only given the different styles of customer service but also the various tricks in providing a quality one. But as they say, even the trainers would, that there are some things that are only learned on the floor. We'll see in my future blogs but for now I'm just enjoying the training.

With my friend Lassy during our training! Ms. Trainer had to troubleshoot something so we had a snapshot!hehe Thanks Ney, once again, for this picture.

Man! You gotta look at those alluring eye bags... haha This bloody flu virus was giving me hard time sleeping at night!

However, this day was quite exhausting. My body didn't recuperate. Flu virus was such a tough thing to beat. I felt sick the whole time. I just want to get rid of this virus asap! It isn't really helping in any way. And to make things worse, I almost lost my mobile phone only to realize that I left it at the security booth. I'm still blessed 'coz the guard was honest enough to keep it for me.

Eventually, I went home under the prickly heat of the sun. Raging rain before office then a sultry sun after. How is that? Seriously! The crazy weather was making me sick even more. When I arrived, I directly dove on my bed. Knocked down. Indeed, flu virus plus a crazy weather were worst than Pacquiao's straight punch!

1st Day: HIGH

I arrived at the office ahead of time contradicting to what I have expected. One crazy truck (garbage) driver parked his vehicle in the middle of a very crowded Carbon (largest wet market here in Cebu) street. Most of the people there were unbelievable! Wandering like in a park, they were sort of insinuating that Jeepneys should make way for them and not the other way around. What the heck?! Seriously, I was like stranded for about 30 minutes. And when my hackles were just about to raise, good thing Mr. Truck driver woke up and realized that he's created a bloody long traffic jam at his back. With luck still at my side, Mr. 03A Jeep Driver swifted his way to my office. Thanks to his sensitivity 'coz other people may just have messed up their first day at office if not for him.

So to speak, I came in earlier than expected. I've convinced myself to feel positive and smile amidst the not so good experience I encountered in Carbon. First days of work should be fine and flawless I said to myself while waiting in the 4th floor lobby. I have to start right, remember? Consequently, our trainer arrived just in the nick of time and asked all of the new joiners to follow her heading to one of the board rooms in 3rd floor. When we were all settled, her face beamed and welcomed the entire group to the company.

At the back of my mind, I already had the common idea of what will happen during first day at work considering that this wasn't my first job. And yes, things turned out the way I expected them to be. Our trainer started with the company history, from its humble beginnings 'til it evolved to one of the biggest and stable BPO company to date. And who would skip the introduce yourself part? If your heading for a first day work might as well prepare a script that would briefly entail the entire you... lol Anyway, she then continued to talk a bit of US geography, culture, and their various traits. Made sense to me. These people will be our future customers. It's only right to have a glimpse of where they're coming from. She also shared to us the different steps we have to go through during the entire six-week training phase. Made me feel a little bit anxious but I'm positive I can cut the mustard. I should be. I badly need the power of the secret this time again!

Members of the HR team also came inside to talk about benefits!!! Yeey! Certainly, a lot of perks will come along when you're working in a call center. It's the company's way of saying, "Please don't get burned out people! We still need you!" It came from an HR's mouth that attrition in BPO companies is high. Well fair enough. However, another one entered to discuss company policies and its corresponding penalties if violated. There were numerous of them but what struck me the most was the word TARDINESS. Aside from the technical job I'll handle, which is by the way all Greek to me for now, tardiness will be the most uphill slope I need to overcome. Good luck to me on that part! Weeew!

With my new found friends heading to City Health to get our Health Card. Nhea and Claire in this pic while pretty Las took the pic. :-)

First day high indeed! Surely, this day just marked a wonderful journey I ought to enjoy. Keep on reading guys as I share to you the ups and downs, twists and turns of this freezing yet fun-filled experience inside a call center.

A Day Prior

Tomorrow's gonna be different 'coz I will start a new journey and about to enter a new world. And this current blog of mine will be the witness of everything that I have to face as a call center agent. The world of Call Center is enduring as what I have always heard and tomorrow... tomorrow I'll make my own story. And from this day forward, I shall write every possible experience that I have to undergo as a newbie.

Now I'm feeling the usual jitters I feel every time I join something new. It's like the first day of grade school or high school. That feeling of fearing the unknown ripples inside my tummy once again. I can still remember the first day I came to Accenture (my old company), totally clueless of what I was doing but eventually found my feet and adapted the nature of my job. So I guess life's just like that... first times are always creepy! lol

Oh well! Good luck to me! Tomorrow's gonna be my first day high so I should be in my best elements lest I might just start off on the wrong foot. However, I believe God is always with me so why shrivel in fear.

So??!! Let's get it on!