Friday, May 11, 2012

Why I Love My Account, Otherwise Known As “Is It All About the Money?"

1. First call resolution isn't part of our metrics. If it takes forever and a half to do the required task at hand (i.e. downloading, backing-up, etc.), it's even highly encouraged to have the customer call back.

2. We are not required to de-escalate an irate caller. In fact, the moment we hear the magic words, "I want to talk to a supervisor," or "I'm not happy," or when we (the customer and I) can't even agree about the issue within 5 minutes of the call's onset, then it's an automatic escalation to Tier 2.

3. We do technical support for devices that cater to a certain elite market. Therefore, it's easier to deal with customers calling in for help.

4. Better yet, we get those same devices as incentives.

5. The people I work with, from agents to support and leadership, are very pleasant and professional to interact with. No horror stories of power-tripping or ego-licking.

6. The cuties and and an occasional hottie or two on the floor make for lustful quickies in the c.r. during lunch break delectable eye-candy hihihihi

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A few days ago, the de facto operations manager of one of the line of businesses in our account asked me to smoke with her. She was ranting about her own immediate boss. But among the things that she was sharing, one particular thing resonated with what was somewhat occupying my mind the past few weeks.

"Alam mo, ganito lang yan, Ternie," she said.  "There are three things to ask when you're working: a) Are you being compensated well? b) Are you happy with what you do? c) Do you like the environment you're in? Pag-dalawa doon hindi pasok, e mag-isip-isip ka na. Maybe it's time to move on."

By the looks of it, a) is the criteria that's not being quite met. I'm just crossing my fingers that two-years worth of perfect performance grades would generously reflect in this year's salary appraisal. I won't lie and say extra cash won't be welcome at all.

But when it comes to push or shove, is the bottom line really all about the money?

Or am I just scared to get out of my comfort zone and start anew with another company?

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And it seems that fate dealt a wild card in my hand. My former operations manager just spoke to me last night. She's looking for four more people to support her line of business, and she wants me in her team. On the same breath, she said she'll understand if I refuse her invitation because it's going to be in the day shift (hence, no night differential).


Decisions, decisions, decisions.


Urgh.

31 comments:

  1. dapat pag yung b) eh no ang sagot, alis na agad!

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    Replies
    1. e paano kung milyones ang bayad sa yo, tapos kasama mo pa jowa mo sa trabaho?

      charot! :p

      Delete
  2. A.) Everyone would actually like more money, whether they actually deserve it or not.

    Not that you don't deserve more money, of course.

    Also: "Is the bottom line really all about the money?"

    It's lucky I actually enjoy what I do (the 19 hours I work per day be damned) as well as the company I keep doing it, because hell's bells, I sure ain't working for my health.

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  3. Ay nako, I told you, dapat ngayon pa lang manager ka na nining.

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    Replies
    1. strict sa tenureship dito sa amin hayz :(

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  4. Hala. 2 strikes out of three ako dun. The only thing I have going for me here is that I love the work that I do. Besides that, compensation is crap and there is a prevalent culture of mediocrity. :(

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  5. I too have the same dilemma, but, how shall I put it...

    We take risks because we know we can.

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  6. But Ternie! More people fuck at night. So, win-win sa iyo ito. *grins*

    Kane

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    Replies
    1. i'm sorry kandy kane, but i know not of such.

      PAK! lolz

      Delete
  7. hangg BASTOS ng #6!!

    ako naman before noong nasa callcenter ako ganito

    A) Yes
    B) a BIG NO!!!
    C) Yes I like the people i work with but not the job

    the stress and mental anguish i suffered being an agent was no longer worth the paycheck. I quit

    Sa current job ko

    A) No
    B) Yes
    C) Yes

    Narealize ko importante happy ka sa job mo kasi if your not happy then you will get sick and stressed most of the time and your not productive

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    Replies
    1. i guess it really depends pinapangalagahan mo. some people can bear the dredge of the work basta lang maraming pera. some naman the other way around.

      esep, esep :P

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    2. tama kasi yung iba are married and have families kaya nagtitiis lang kasi kelangan ng pera.

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    3. exactly my point. financial obligations is one thing that drives people to stay in a high-paying job they don't exactly like.

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  8. Ang sarap namang isipin yang ganyang klase ng account. Sana lahat na lang ng account ganyan. Hay.

    Magiging okay din ang decision mo. Pero night diff is the best pa rin. Haha.

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    Replies
    1. my first attempt at this industry, and i think i snagged a good account ;)

      thanks for passing by and leaving a comment.

      don't be a stranger! :D

      Delete
  9. A, B, and C. Well, that has got me thinking. I really need to teach other people what I do, so it'll be easier to leave. hahaha!

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    Replies
    1. minsan naisip ko, it's better to be just in the middle. if you prove too valuable, minsan it works against you kasi di ka pakakawalan. worse, minsan haharangin ang promotion mo kasi walang ibang makakagawa ng job role mo :(

      Delete
  10. What the eff happened to my comment &@^^@#(@!!

    Anyway...sabi ko everyone would want to have more money, whether or not they actually deserve it.

    Not that you don't, mind you, Ternie *side-eye*

    Anyhow, brown cow, as for "Is the bottom line really all about the money?", what I can say can only be based on my own personal experienc, and it is this : it's a good thing I like what I make ( we could still raise the TF indefinitely, you know, you know), love what I do and like the people I do it with, because I sure as hell ain't logging 18-hour workdays for my health.

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    Replies
    1. lucky you, ruddie. not every gets to cover all three bases *grumbles*

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  11. it's all about the money... money... unless
    youre already rich

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  12. I am just thankful that may call center job is daily, good compensation, I didn't have the chance to experience the morbid irate customers from the US.

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    Replies
    1. hahahaha kaya love ko nga yung asia-pacific l.o.b. ko ;)

      Delete
  13. ang hirap pag pera at trabaho ang usapan
    but most folks i know decide to stick to their current jobs dahil lang sa pera
    hehe

    dati (noong kabataan ko pa) i switched jobs kahit alam kong masa mababa yun sahod sabi ko hindi lahat pera lang
    magkamali ako
    pera pala ang importante
    nyahaha

    ReplyDelete