pureHuman

2001 Few days after assuming the Presidency, Gloria Macapagal-Arroyo approved the $470M hydroelectronic power contract to an Argentinean power firm, IMPSA. Former Congressman Mark Jimenez accused former Justice Secretary Hernando Perez as the main man of the alleged multi-billion scam, known ally of the Arroyo’s. The congressman detailed the bribes; $7 million to himself, $2 million to Perez, $1 million to National Power Corp. Officials and $4 million to the Office of the President. 2001 The FIVE (5) KILOMETERS Diosdado Macapagal Boulevard which is overpriced by P532 million from its original cost. 2003 Senator Edgardo Angara alleged that the Office of the President tried to extort $20 million from a German Company, Fraport which built the new airport terminal. 2003 Senator Panfilo Lacson claim that First Gentleman Mike Arroyo used pseudonym ‘Jose Pidal’ to laundered P321 million as campaign funds. 2003 An alleged $ 7.5M real estate transaction of undeclared assets from 1992 to 20...

All has been said and done. There are detractors who on their own way did try to justify those previous actions of Mr. Nanda. But their action didn’t resolve the issue but instead worsen the situation and expose their real attitude with regards on managing agents on the floor. Though they allow you to speak and dispute, mind you, some of them won’t forget that instance. Good thing humans can communicate. And like what Mr. Nanda says “THERE ARE NO MISTAKES THAT CAN’T BE CORRECTED”. And for those anonymous individuals beholden to Mr. Nanda that doesn’t know what those words meant... approach me and I tell you what it is. That’s what happen when human talks.

Call Center. Stats or metrics are the name of the game. Unlike in a manufacturing company where the quality of the output or of a finished product speaks for a worker’s productivity level, the set-up in a call center rely mainly on the tools it created to gauge an agent’s performance. From these tools, the management relies on the numbers it reflects. There shouldn’t be any problem if that’s just the case. The thing is, these tools always require human intervention—a human mind to interpret the digits or characters they display. They call these numbers “stats” that when they are summed up, it can either make or break your career. It is in this respect that you can doubt that at some point that biases can possibly occur. These tools—I suspect—are open for abuse. This was the case that I saw coming—but didn’t realize it could happen so soon. This manager from India who oversees our calls one night picked on me. His accusation? Poor enunciation. My calls, according to him were unpleasant....