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. Man, if only I can find a word that will best describe his speaking skills, especially in English. He was accusing me of being poor in my language facility! Ahh, I could hardly believe it. Modesty aside, my communication skills needs some polishing I know. But my case is far better than this Indian guy! On normal days, I would take 70 calls in one shift. He based his judgment on the two calls that I handled. But for goodness sake, I am pretty sure that I took care of those calls all too well. He can’t take anything against me. I know my job and I know what I am there for.
While I understand that business process outsourcing companies have the right to set their expectations especially on matters that involve customer satisfaction, that their demands are premised on the long-term plans of seeing the businesses grow, I believe that this is our country and the people who call the shots in the government must step in to check and review if while in the pursuit of commercial interests, the employees’ welfare is also being taken care of. I mean, utmost care is accorded to call center representatives who in most locations are FILIPINOS like ME. I am in my country, in short.
Going back to my story, how does one really measure customer satisfaction? I’ve been with IBM-Daksh for quite some time now and so far I must say that it has afforded me and other employees a great working environment. But like any other institution there is no perfect place because humans form a major part of its organizational structure. I never really got to pay an eye on my company’s imperfections until this Indian employee/manager of IBM-Daksh named Alok Nanda came in.
Before we met him, we were told that he is ruthless, heartless…in the truest essence of these words. We also heard that he is just shrugging his shoulders whenever he learns about these “bad tags” about him, leaving an impression that he is proud and comfortable with his negative image.
We were somewhat incredulous about this until one night; we had our first brush with him—and his ruthlessness. One of his “angels” tipped him that one of my colleagues is being lax while on duty. But this wasn’t true. My colleague was seriously taking calls that time. As easy as snapping his fingers, Alok ordered my teammate to leave, go home and never come back. That simple that it awakened the devils in us. What if that situation happens to me? I thought. Then I recalled him saying, in one of our sessions that he can call the shots anytime. It’s like at his convenience—without any reason at all.
And things didn’t end with just one employee. Other employees just left and looked for new pastures, out of fear and pressure that they’re going to be the next targets of Alok Nanda. At MNL-32, our batch, it is quite blurry why Alok Nanda is aiming his gun on us? Maybe he has reasons that we don’t know but for sure, they’re irrational. Anything that’s without a heart is. That’s what Alok Nanda is. Ruthless. Irrational.
I remember him saying that because he’s the manager, he can do anything. He’s working within his turf. That any of our imperfections can be magnified and can be used against us. Without any warning, we can be pulled out of work. He sets his eye like an eagle—happily expecting in every call that someone gets to commit a mistake, a deviation from the prescribed stat and voila, goodbye to your job!
That night he said that my calls were unpleasant and I had poor enunciation, he sent me home. I feared for my job, not for myself. I can get one anytime but you know, I have learned to love my workplace. I wanted to challenge him to review my work performance in IBM-Daksh and maybe he will be surprised with what he’s going to find out. I never had an issue, as far as previous stats and performance are concerned. I can honestly say that. I have been good to my company, to my seniors, to my colleagues.
He finds pleasure in magnifying other people’s mistake and later working out to axe people from their jobs. That particular night, I was his target. Confident that I wasn’t walking on the wrong lane, I answered back and told him that his assumption was wrong. Maybe that set him off to steam inside. No Alok Nanda can make quit my job because I am performing well. And surely I know that there will be a next time for our face-off. I have to prepare.
Filipino’s are peace-loving, humane and intelligent. We can mingle with anyone, with all races. When not on our soil, we like to comply with rules. Strictly or religiously we do. Well I guess that is common to most people of different nationalities.
With Alok Nanda, his case is obviously different. It’s just that he doesn’t like our batch. We belong to a batch that maybe he can’t find a knack for. So many Filipinos from our batch have decided to leave because of him. He says, he is Indian. And Daksh is an Indian company that merged with IBM-Philippines for the call center business. He feels that this fact empowers him to do anything he wants to us. That as an Indian, the investment made by Daksh to country sets him to a higher level in our society. Once he said “I am investing money on you guys.”
But he forgot, he is on our soil. That’s what I want him to realize. And certainly, I will make him see that. Here, as a Filipino, we must call the shot.
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Ei dadi lowell! I can't believe this is really happening there... so sad about this... =( be good, stand up for your rights & take care always! aja, aja!!! God bless! =)
I am sorry to hear this kind of story, and I have heard it before.
My suspicion is that this has very little to do with you or your co-workers and everything to do with the state of the economy and the unsavory underlying task that BM-Daksh has been forced to charge Mr. Nanda with.
I suspect that your current supervisor has some notes in his personnel file that document that he is willing and able to seek out corporately defensible reasons, no matter how seemingly trivial, to facilitate "workforce reduction", the polite corporate phrase for downsizing.
It is sad that the most valuable resource of a company, it's workers, are commoditized along with desks and chairs, electricity, parking lots, and lightbulbs but the stockholders demand a return on their investment so they rely on the unfortunate henchmen to carry-out the deed.
The fact that your supervisor is from another country is common. Once he has brought the commodity into alignment with the corporate mandate he can leave the place free from future consequences.
I suggest that your loyalty to the company and your excellent hard work be their own reward. You work for a faceless giant and it has chosen to give you the face of Mr. Nanda in these hard times.
Maybe this will help you hate the actions without hating the actor. Find the joy in everthing that you do in life and you will live a life of joy.
Be well.
you make me feel sick!
You obviously have no idea of who Alok Nanda really is! you have no Idea how many people he has inspired and challenged to be better...
Alok would only know a person from the production floor in two ways... You either are doing extremely well that he noticed your numbers or you are doing the exact opposite... and by the way it seems in your post I know it is the exact opposite and you are on your way out of Goldcoin..
" At MNL-32, our batch, it is quite blurry why Alok Nanda is aiming his gun on us? "
as I have mentioned it is always one or the other.. so if you think that he is looking at your batch you might want to think, the probable reason why is because they are already removing ROTTEN TOMATOES... those who are not productive for the LOB...
"Man, if only I can find a word that will best describe his speaking skills, especially in English. He was accusing me of being poor in my language facility!"
and I am sure, DEFINITELY SURE that you need to straighten that very stiff tongue of yours! BECAUSE YOU ARE BEING PAID TO DO THAT and Alok does not even need excellent communication skills because he is not being paid to talk with the customers that but you are... He is paid to think, something very shallow and selfish people like you can never understand.. If it wasn't for him Goldcoin wouldn't have gone as far as it is now!
and please take note your brain size isn't even a fraction of his!
Pea brained!
"It’s like at his convenience—without any reason at all—you will lose your bread and butter and he does not give any damn care"
THIS IS NOT TRUE! he cares! everybody in the support team cares... that's is the very same reason that they have invited VA to help us change whatever it is that has to be improved. THEY ARE PROVIDING YOU WITH ALL THE NECESSARY SUPPORT, but it is limited to that.... IBM DAKSH is a business, not a CHARITY... so if they have given you all the chances to improve and you still stay the same pea brained creature that you are, You then become unproductive so you have to go... Of course the they wouldn't want to spend money for someone who would even bring revenues to the company... would they???
"But he forgot, he is on our soil. That’s what I want him to realize. And certainly, I will make him see that. Here, as a Filipino, we must call the shot."
Sorry Mr. Pea Brain as long as you are with the company.... even if you say you are a filipino on your own soil... YOU CAN'T CALL THE SHOTS, until you become the boss... Alok has worked very hard to be where he is now and he has earned the right to call the shot specially if it is beneficial for more employees and for the company...
if you want to be boss then go on... prove yourself but I know that ain't gonna happen! bobo ka kasi mag-pronounce at mag-enunciate e... wala ka pang utak! wahahaha!
well, grabe mga comment!mga nasa position lang naman ang nagbebenefit ng malaki sa account kaya ganon na lang nila ipagtanggol si Alok...parang mga lintang sumisipsip ng dugo...mga basura ng lipunan kaya hindi umuunlad ang bansa...pea brain? kayo nga ata utot ang laman eh...buti na lang kailangan ng mga agent ng pera kasi kung hindi sukang suka na sila sa buong management...di nyo kasi nakukuha side ng mga agents lalo na sa kalagayan ng floor...putsa!san ka nakakita ng call center na mga agents naka handset for how many weeks na!tapos mga computer na bulok na pagkabagal...tapos every month iba-iba metrics na kasing gulo ng utak ng mga nasa management! sa mga ganitong bagay ang bibilis magreply/comment pero sa mga problema sa production parang mga pagong sa pag-aksyon!
di nakakatuwa at kaayaaya ang mga pinaglalagay mo at pinagsasabi dito,sinayang mo lang ang pagkakataon mo,pare,tuluyan ng mawawala ang "tinapay at mantikilya" mo,kung napapansin ka man ng BOSS mo dahil sa nais nyang maayos ang mali syo...pero kung yung pag sita syo eh mamasamain mo,marahil mabuti pang magtayo ka ng sarili mong kumpanya.. at WAG na WAG mong tatamain ang nakikita mong MALI,kumbaga hayaan mo lang ang mga bulok na kamatis sa kumpanya mo katulad mong bulok,tingnan mo kung aangat ang kumpanya mo,,,
bading ka ba?natapik ka lang umaapela kana agad,
di kaya adik ka?oi bawal yan sa kumpanya...
a,malamang nga makitid lang ang utak mo...BWAHAHAHA...
gudluck nalang sa tinapay at mantikilya mo...
hoy!!!gago ka,kung sino ka mang anonymous na nag comment tungkol sa headset...utot ang laman ng utak mo...akalain mong headset ang topic mo eh tao ang pinaguusapan dito at ang kapakanan ng kumpanya???gago ka,yung mga headset po eh ninanakaw ng mga agents...ayaw mo pl gumamit ng handset edi ilabas mo ang headset...
If they are removing rotten tomatoes they should go on Alok first. He is the rudest person that the whole team have had encountered. Second are the persistent lice that kissing on Alok's ass!
Whatever the achievement of a certain account doesn't only depend on one person. It is a TEAM WORK! I suppose the management is not tolerating the issue of someone’s nastiness and his supporting cast.
People defending Alok are those who are willing to be insulted. The man is so boorish. He is the boos (boss i mean) but c'mon, it is not right to tell your agent to go home and never come back. He can alienate an employee in just a snap of his fingers.
No matter how much you hate somebody or which side of this you think deserves to have more of their hair pulled out, none of this crap is worth going after people's jobs.
I'm not sure if selfishbastard understands the entire article. Anyway, if selfishbastard is trying to complicate the work in a call center then be it, as if you need brains explaining to your clients everything. I know how supervisors in a call center manipulate stats and keep agents that are loyal to them eventhough they made the hell out of calls, as long as they bark and sit if they are told to.
I've also heard this complaint several times, seems like you are not alone with those sentiments.
If I can ask.
Do you not have a handbook or something of rules and regulations (your company i mean)?
If you have one, try to look it up there if there were rules you think he has broken or power he has abused. Then report him to your HR, and your HR Department should do the rest. Just be sure to be adamant about your case and be prepared for the consequences that may arise.
Go and attack him with the rules. That is the best resort that you can have.
Or review the Department of Labor's code, see if there is anything there that you can use to file a case against him.
Good luck!
Ted, that might be one of the reason… "workforce reduction", the polite corporate phrase for downsizing, an invisible systematic way of doing it. But considering IBM’s stature as a business organization it still landed in Forbes top 20 companies and it’s safe to think that they still have the capacity to absorb any financial catastrophe the world is facing…. wild guess? I hope not.
With worker’s being commoditized, that is the outcome of creating a system that would gauge worker’s performance. They though by doing it they could maximize the performance of every worker’s one its step in (login) company premise.
But unlike desk and chair we’re human, we’re sentient being and we know what is right and wrong. We can sense whether we are being manipulated unless that person is so beholden that all he/she can say is whatever things he/she is told to say.
Thanks Ted for the comment.
Dead weight. That’s what you are, Mr. Estepa. Mr. Nanda’s involvement in your movement out of your account was incidental. Having heard you interact with customers and speak on your own accord, there really is a problem, enunciation being the least of them. It boggles the mind how your article was written with even the slightest intellect.
Selfishbastard may or may not be brown nosing, only he can confirm that, but Mr. Nanda really is one of the least liked bosses around. But his personality is NOT a reflection of his lack of business sense. As a manager, he is EXPECTED by his company to manage all resources and people based on the client’s demands. Having been an agent your entire stint, I don’t expect you to understand, Mr. Estepa. The stats you refer to are dictated by the client who brings business to our country. And as service providers, it is our DUTY to meet those demands, or else they will bring their business elsewhere. Would you put your own selfish complaints ahead of the betterment of an entire account composed of hundreds of other employees?
Agents come and go, Mr. Estepa. Call centers are not the only companies around. If you really feel that you’ve been attacked, why don’t you leave? Why was it that right in the middle of things, you said that you’ve “learned to love your workplace”? And you so proudly say that you can get a job anytime… It’s funny how it sounds like you’re hiding your fear of unemployment behind your so-called love of the workplace. I DARE you to look for something better than an entry-level position in ANY reputable company.
In the little time that you’ve been around, you’ve proven a lot less than you claim. But then your OPINION of your performance is yours. We can’t challenge your opinion. But the fact of the matter is, the numbers reflect raw data. Although it takes a human mind to process all that raw data to become useful information, it could not be manipulated to say anything other than what it really says. These processes are AUDITED, Mr. Estepa. But I wouldn’t expect you to know, or even less understand that because your mind can only stretch so far as your selfish motives go.
You talk about your batch and the fear and discontent they feel… are you really concerned? I mean really? How much do you know? YOU CAN’T EVEN GET THE NAME OF THE BATCH RIGHT. And if you do have grievances, there are proper channels to air them. Use those channels. If you don’t, you’re equally guilty of neglect. Don’t you DARE wash your hands of any of the things you were involved in. You reap what you sow, Mr. Estepa.
The only missing piece in this story is the ending. What happened to you? Since your old account pulled out of the company and you were left “homeless”, you wanted to find a similar low-pressure account that required only for you to follow a script… not much thinking involved. When you found yourself in Mr. Nanda’s territory, you couldn’t meet the standard. You were picked out not picked on. Out of a hundred or so agents, it’s always the bottom performers who are at risk. Sounds like your neighborhood. And when push came to shove to control the stats, bottom performers had to improve their performance or go. Rumor was you were desperately haggling to stay in the company but to be moved to a different account when they told you that you were about to be “removed”. Don’t you have the BALLS to resign and tell them that you don’t need a job from them because you’re a Filipino in your own country? And then the truth comes to light: you’re using this blog as an outlet because you couldn’t face the truth. The truth is you don’t have what it takes to stay in the company, Mr. Estepa. And you don’t call the shots. You neither have the intestinal fortitude nor the intellect to stay. So GET OUT!
few points to add:
-we are adding a new batch, a new LOB, and a new account this year, and that's because of teamwork. yes, including mr. nanda, no, not including you. we are definitely not downsizing, although we would not mind if you decide to leave.
-no one likes alok. yes, he knows it, no he does not give a shit.
-he treats everyone like that. moreover, the higher the ladder you are, the more wrath you get whenever things get sideways.
-the colleague of yours who was asked to leave and never come back? that's because he was caught sleeping in the job. SIX TIMES. IN ONE DAY.
-you should hear alok defend wayward agents like you to the client. so the mere fact that he was raising hell about your job is an indication that he cared about you and that you were still worth saving. well, i think he rethought that now.
-do you know that you were just a hop, skip and step away from being terminated? and do not ask anyone but yourself why, you know what you did. alok decided against it hoping that you will come around and improve the quality of your work. we're still holding our collective breath for that to happen, and i think we will all die of asphyxiation doing so.
-for the past few weeks, you go to work, sit around and do nothing but spread bullshit around the workplace, and get paid for that. so seeing that you have the gall to write such things is gut wrenching. which bring me to my last point:
-PUTANG INA MO!!!!!!
hahaha... patangina mo raw pala e!!!
PEACE PEOPLE, wag mag away away... masasabi ko lang wala perpektong account.
Alam mo pare kung mumurahin mo yung tao paalam mo rin kung sino ka. hangang salita kalang BADING.
Another anonymous… (-: I would like to clarify for your information and I guess you could show me stats of all the agents and compare it. The issue here is not performance but if you want, request my performance data and show it to me once I’m on the floor if that constituent of what you’re trying to argue, deal?
Maybe you just don’t know the real story was and you just carried away by your desire to defend a particular person. I guess you didn’t write those words just to get promoted, right? Or that would still be part of your metrics? Anyway that is your right as well even though you did not divulge yourself and that is my very reason why I didn’t restrict whoever wants to post comment on this blog… just be free to right anything. I will give you the benefit by pointing out that your account is so complicated, ok be it. But I tell you its not. But brave yourself and call the shot and be proud to write down if the account is picking up its metrics… is it?
And since you trying to project that you’re smart and you are the right person on that account I guess you fully understand the issue here… it’s not about the account, its not about the company… and don’t assume that the person you’re trying to defend and yourself owns the company. (-:
Like the person you’re trying to defend says… “There are no mistakes that can’t be corrected…” I hope you got it.
Peace out!
baka isa ka sa mga magulang na ahente sa goldcoin...
sana nagresign ka na lang kesa pakalat-kalat ka sa goldcoin at walang ginagawa kung hindi matulog...
Si alok ay magaling...ikaw siguro ay pulpol
kung sa tingin mo nayurakan ang karapatan mo...nagfile ka na lang sana ng kase against sa tao...
tapos nagtyatyaga ka pa pala sa Daksh... kakahiya diba
If you've really been in the BPO industry, by now you should've known that it's a totally different world - y'cannot compare it to other Industrial Companies. But I must agree that "quality" of work should be always looked at. Have you double checked your stats lately? Validated the stories that you've shared? Y'see in every action there's always an equal reaction. A Senior Manager will never react as such if y'all are doin' your jobs - RIGHT. It doesn't make sense. Y'can never say that it's only the Ops group of Alok who loves and supports him. You don't know him for you to judge him. We know him better. He always gives a chance. He might have reacted impulsively - but to catch someone sleeping more than 6 times on the production floor which affected the incoming calls is a serious offense. It can also be tagged as call avoidance. Your friend sittin’ on the station where it’s always on “aux busy” to avoid calls. Wow!
We've checked your resume and discovered that it's your what? Fifth center? Funny, coz hoppin' from one company to the other not only just speaks of your character but clearly states how y'don't have “work ethics.” Been kicked off right? Forced to resign coz of your stats? My oh my - IBM, drives for performance. The only center that declared revenue last 2008. Cuttin' down head count? It's more of weeding out rotten apples! More LOB's are coming, travel opportunities including agents. Dyah have a 10 year multiple entry Visa? Guess, you'll never have one - go ahead move from a different account. I'll remember your name. If you really have issues on how the management works - I dare you! Alok deserves to be respected. He's genius man. If you don't want to be treated harshly - prove yourself. You've been in the industry for years now and what? You’re still an AGENT. You’re no one. Not someone like you can ruin Alok Nanda. We'll laugh the last, I just know. And which soil again? Who should call the shot? What your Newton now? Don't wanna see your face - your gettin' a salary for not doin' anythin'.... Wow! And this is what IBM gets? Hmmmmm.. Why not a find a place where you can be an agent again and look for a Boss who'll treat you like a king. With your stats? With your numbers? With your poor soft skills and call management skills? I swear - forever you'll be on that position. Forever. You will never grow, never.
Funny comments from anonymous guys who are trying to defend their boss....... lol!
Are you SURE, REALLY REALLY SURE about what you're talking about?
You must have seen the wrong resume!!!
sa anonymous na nagpopost ng comments takot ka ba mag lagay ng totoong pangalan? lakas ng loob nyo magsalita pero pangalan nyo hindi nyo mai-post. kunwari pa kayo mahirap ang account nyo puro lang naman salita
magpakaTL na kayo.. Totoong Ladlad! Hahahahahahaha
Oh... Somebody is unearthing the personal info of the agent, diba BAWAL un sa BPO? Naku lagot kayo sa HR. May derogatory records ba sa info ni Lowell? Hahahahaha
ALAM MYO KUNG CNO MAN YUNG INDIANO NA YUN, PAKASAYA SIYA DAHIL MAY ARAW DIN SIYA. FUCK OFF!!!!! KUNG CNO MAN YUNG SUMISIPSIP SA KANYA!!!!! ASSHOLES SONS OF BITCHES!!!!!!!HAHAHAHAHA
ANG DUDUWAG NAMAN PALA NG MGA BOSSING NG IBM. BUTI YUNG AGENT NA NGPOST NG BLOG ABOUT SA INDYANO INILAGAY ANG PANGALAN..HAHAHA..PERO YUNG MGA NAGCOMMENT NA MGA HALATANG NASA POSISYON PARANG DINADAGANG ITAGO ANG MGA PANGALAN!AT BAKIT NYO INIINSULTO YUNG AGENT NYO..EH, SISIHIN NYO YUNG HR NA NAG-INTERVIEW AT INIHIRE SYA..DI BA BAWAT CALL CENTER MAY VA BAGO KA MAGPROCESS TRAINING..AT ISA PA SISIHIN NYO DIN YUNG PROCESS TRAINER NA NAGTRAIN SA KANYA..
Whaatttt!!!! Whoever this anonymous who writes about sleeping and performance you better validate your information because this is pure outrageous lies. You’re barking on the wrong tree out of your desperation. Better yet all you need to do instead of justifying whatever mistakes that has been done help the account improve the CSAT score.
God bless to us all.
Matindi talaga sipsipan sa account na yan. talking about rotten tomatoes, ginagawan nila paraan matanggal magagaling na agents lalo na mga threat sa management. matagal ng bagsak csat score ng goldcoin sa ibm-daksh. hahahaha!!!ano pinagmamalaki nyo magaling mga agent jan? advice ko lng syo tol umalis kana jan, lalo ka pag-iinitan. hindi lang nila matanggap na meron pumiyok na agent sa mga bulok ng pinangagawa nila!!!!!!!!
halata naman puro tl or nasa management galit sa blog. bulok talaga account na yan.
pinakamalaking attrition sa lahat ng account ng ibm. bulok kasi management. dapat mag-resign na kayo!!!! ano ba nagawa nyo eh puro bagsak metrics nyo tapos sisihin nyo agents. marami ako alam sekreto sa account na yan kaya wala kayong maipagmamalaki. bulok na management!!!!!
indoubt:
lowell, kaw ba talaga ang gumawa nito?..pero i doubt, ang galing ng english eh! peace!wwwwaaaahhhhh..
di ka na nakikita sa floor ah!!pakita ka naman!hahaha..la ka nang face na ihaharap?tsk tsk tsk..poor boy!
Hindi mo ba maintinihan? hehehe. bakit nga pala hindi mo ko approach kagabi sa floor ng makilala naman kita. Takot ka ba at baka mapahiya ka lang? Ok lang yan natural lang hindi mo kasi talaga naintindihan ang blog. (-:
Sobrang apektado ka sa blog against sa bosing mo, Bakit?
Peace out!
hi lowell
wala napadaan lang
:)
ang saya magbasa ng comments...
:)
-ANN (lui)
im just an agent in goldcoin
and im on my way out. not because i had bad experience but because i never intended to stay.but in my brief stay, i saw how hard it is to meet the metrics and how to be good at csat. to the people claiming that you dont need to think hard in this account. think again, if you have been taking calls in goldcoin, yeah there are 2 min easy calls, but more on 20 min hard calls where you need to really think and look at all possible actions that could, to help the client. if your not doing this then it means you dont fit in this account.
mr. estepa, no offense meant. but if ur trying to defend ro---l. and you still think that he never really slept that night, that is just pure lie. even YOU!! dont deny that there were instances that you were sleeping as well. and i remember, one time we had a system issue and we were asked to give call back speils. after 30 min the issue was resolved and we were asked to continue business as usual
we were made aware the issue was resolved. but what did you do? you kept saying the callback speils. (i dont think you will admit to that either).
i dont want to impose anything, but we do have cctv cams around if you really want to see if ur FRiend was not sleeping then challenge the company to show it. not only that after ur friend was suspended for sleeping on duty. he went back and shared ur seat at the TL station and you two are supposed to be barging. you two were given a speaker phone to have a call listening since no headsets were available that time. what were you two doing again? oh yeah right, i remember now you both were SLEEPING, maybe not the whole time but a lot of times that night.
and for those people who thinks people who are not agreeing to mr estepa's blog are ass kissers, WELL not really! we just say what we witness. I for my self speak the truth. you can bitch me out regarding this comment but this is what i saw.
if its so damn hard to stomach whats happening inside our account, step out man. im not having a hard time in goldcoin but i got an offer in another company and i didnt even apply. so as you were saying, your metrics are good.try another global company dude.
haters peace out hehehe. theres no reason to fight. we ust need to speak what we witnessed.
hello! i am also an agent. not in ibm but on another company. we do have bosses that pick on agent. unlike your mr nanda they pick these agents because of their productivity. i was never picked on maybe because i meet my metrics everyday. the account is not that easy too. we have to answer irrate customers everyday and before we hung up we need to ensure that we helped the customer even if we were being cursed by them. sometimes you want to grab your headset and smash it on your monitor because some nights things are not going your way. i know how it feels like everynight on a call center floor. but that is why we are there to answer our customers concerns. one thing i love about this job is, i am being paid good money to help other people. that is why i worked hard to keep it.
as far as i know if you are a good agent like mr. estapa, i am sure that you will not be picked on by the likes of mr. nanda. because mr. nandas(bosses)only cares for the company not the people right? if mr. estapas(good agents) would be picked on or just been simply disliked by mr. nandas with no apparent reason, i dont think that ibm will survive this business. i am not saying that its mr estapas fault. maybe they are really not mr. estapas after all or maybe they are but they dont care enough.
all i am saying is that, if you really are good, the bosses will eventually reward you for it and give you more motivations to continue. even improve what you are already doing well. if good agents like mr. estapa would be booted out what do you think will happen with that company? i don't know mr. nanda, but if he really is what mr. estapa described him to be, he do not deserve to call the shots. you know what will prove all these accusations of a good agents being picked on by bad bosses? check if the account is stiving or growing! you will know the truth.
lastly i just want to say to mr. estapa that you have shown poor judgment by putting up this blog. it has reached our office and probably others too. this issue and your name will be remembered. i am not saying that you dont fight injustice on your work place when your rights are being stepped on. there are proper quorums for that. we even have laws that protects us employees from abusive employer. if you have done well on your job no boss will mess on you. you would probably be their most priced possesion on your office. only you can answer this. did you really done well? or just a sour graping of a person that cant be good at something. and to mr. nanda you dont have the rights to be the top dog. because you will lead them to certain failure. IBM should have beenalarmed by this unless mr nanda's account is doing well.
hey lowell.. just spill out what the truth is.. why dont you tell the whole blog world how many times you got suspended for privacy failures and sleeping while servicing the clients? alam ba nila yun? it seems that the company you're currently in or you'll be leaving made a mistake for taking you in in the first place. being in a financial account is no joke and it's really obvious you really dont belong there. go ahead, make yourself believe that you are doing the right thing here.. even your batchmates would be ashamed of what you've done.. but of course you dont care about that.. you know why?? coz you're not one of them.. YOU DONT BELONG TO THE GOLDCOIN FAMILY. May you rest in peace.
please, answer the question.. what have you really done? and you qouted mr. nanda that there no mistakes cannot be corrected.. we got it, but do you?
nga pala, may nag back up sa claim na natutulog yung tropa mo.. paano ba yun? what have you got to say about it?
finally, i implore you to see reason.. you're saying that you're a good agent.. and you can actually prove it by not demanding from someone to show it to the world on your behalf, YOU CAN ACTUALLY ASK FOR IT.. just ask your tl, and your tl will gladly show it to you and to everyone.. so that all this clamor about your performance, or non performance for that matter, will be finally laid to rest.
may you live in interesting times (if you have half the mental capacity like you claim you do, you know the meaning of what i just said)
Ay wala talaga yang account na yan pangit management sabog mga pc di ko nga alam bat meron pa nyan. pinipilit lang ng iba na maganda account kasi siguro dahil sa economy. pero yung mga nagsasalita na mga tl dyan na medyo sumisipsip kay nanda well ganun talaga sinisave lang nila mga sarili nila kasi kung sasabihin nila yung totoo sila rin malalagot. pero isa lang masasabi pangit yung management dyan sobra promise. 0/////:::::::::::::::::>
Galing talaga mga call center agents. Sila sila nag-aaway. Paulit-ulit na nga lang work nyo, mga alipin ng banyaga! Hahahahaha
One has to understand there are two sides to any story. I refuse to believe devils, as created by you, exist in the corporate world.
IBM Daksh is a multinational firm. It is NOT Indian though it may have had origins in India. With IBM taking over the reins of the company they are the ones running the show. Not Alok Nanda. He is just an employee in the company, like you. The difference is he has a lot more experience. Obviously what he does is beneficial for the company else he would not be there.
The call center business works by providing clients with a service which is not dependent on the location of service. Hence the standards have to be same... whether in India, Philippines, China or Timbuktu. Local sensitivities aside, business needs to run the same way everywhere. Those who do not understand this would probably have an issue with the supervisors, like you have.
I would only say sit down with your boss and ask him what made him do what he did. Sitting silent and putting your thoughts on a blog would not help you or him resolve the issue. If you love your job as much as you do... FIGHT FOR IT.
finally ive got the chance to read your blog LOWELL.this has been very controversial at the floor...
I just wish everything good for you..
GODBLESS!!
Hi Kua Weng, I've been reading your blogs but was not able to comment for some reasons.
I am happy to know that it is now resolved. I salute you for taking those steps, with a little hope in my heart that everyone involved here would take fair actions that would benefit not just a single individual but the greater workforce.
I know that there are lots of people out there who are also hoping to have a fairer, if not better workplace, where everyone, no matter what the position he or she's holding, would not bully those vulnerable ones but act within the tenets of professionalism and fairness.
Always remember that we are just around, supporting you for every right causes that you may be facing in the future. Aja!
Alam ko account ng goldcoin sa IBM. Sobrang controlled metrics. Kung meron issue’s against sa agents hindi naman related sa peformace iisahin lahat calls at ibibigay ang pinakamapangit. Hindi kailangan maging magaling na agent sa goldcoin. Kailangan lng sipsip sa management dahil sila-sila lang protecting each other ng kabulukan nila.
Kung mga natutulog lang while on calls marami bago pa dumating batch nina Lowell. At kung privacy failure lang controlled yan ng management ng goldcoin. Mga drops calls ng agents if mahirap ang calls marami din.
Sa mga sipsip isa lang masasabi ko sa inyo, kontrolado ng management ang metrics hindi ng agents. At sinasabi nyo mahirap ang account? Baka bulok ang management hindi mahirap ang account.
Indian sucks! They can't even correctly pronounce any single English word. If you're working in a call center, there are plenty of them. Some are just employed out of accomocation back in India.
lowell, ruthless ba si alok? di mo naabutan kung gaano siya kalupit nang binuksan niya yung account noong 2006. and three years after, mararamdaman mo na rin yun sa wakas. bakit? dahil ang bago mong boss, si danish kazi, ay isa na namang indian. at alam mo ba kung sino ang boss niyan nung nasa mumbai pa siya? korek ka diyan, si ALOK NANDA!!!! BWAAAHAHAHAHAHA!!! ngayon mo mararamdaman ang totong lupit nila. akala mo makakatakas ka na dahil nakalipat ka na naman ng account?! mali ka diyan!!!! kaya kung ako sa yo, mag resign ka na. o kaya MAGPAKAMATAY KA NA!!!! BWAAHAHAHAHAHAHAHAHAHAHAHA!!!!!!! :)
Howowow.... talaga naman sinusubaybayan ng mga bataan ni alok career ni lowell ha... part ba ng trabaho nyo ang ipagtanggol ang mga mababahong indiano? or you're in that company to kiss their ass? hahahahaha
pre sinusubaybayan ka ng mga alagad ni alok. bistado na kasi bulok nilang account dahil sa bulok na management.
paramdam ka naman.
nag-englis lang mga mabahong Indiano kala mo tao na. dagdagan pa mga sipsip na agents at tl halos dilaan paa boss nila. sino nalang ba na natira sa citiphone?
its been awhile... to the person who brough out the issue about suspension for PRIVACY failures AND SLEEPING, you're aware im in UP-AYALA Technohub, bring me your proof at baka mapahiya ka na naman. takot ka ba mag-pakilala?
can't imagine how this pinoys, BEHOLDEN to this indian create stories to justify their mistake.
and you're proud of another indian manager named Danish Kazi?
don't start...
sa palagay mo ba di ko alam na nasa up ayala ka? alam kong dpe si danish ng account mo, alam kong nasa up-ayala acct mo, so syempre alam ko kung nasaan ka.. ADIK!
and oh, by the way, i do not need to bring any proof of what you have done. you know it yourself, and no amount of righteous indignation will ever change that.
hehe... yun naman pala... pakilala ka nalang kung wala ka maipakita... bakit nga pala ayaw mo magpakilala?
Almost 2 years has passed. Things have changed where we work... but you're still a worthless idiot.
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