Reader Question from Facebook re: Call Center Jobs in the PH

ADDENDUM: CALL CENTER JOBS IN THE PHILIPPINES: A guide on how to get hired on the spot for new graduates, first timers, and those who can’t seem to get in. (7 July 2015)

https://philippinebpofiles.wordpress.com/2015/07/07/call-center-jobs-in-the-philippines-a-guide-on-how-to-get-hired-on-the-spot-for-new-graduates-first-timers-and-those-who-cant-seem-to-get-in/

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THE ABC’s OF PHILIPPINE CALL CENTERS

call center abc

Terminology and acronyms that you need to know. (Because everything is measured. Everything.)

— — —

Inbound Sales – Call center virgins may find this counterintuitive, afterall what kind of masochist would actually call the telemarketer when everyone is trying to avoid them?

Inbound Sales exists to cater to existing customers with the goal of expanding or upgrading their current services, or interested consumers who were hooked by a promo or some kind of incentive for them to switch away from their current provider or service.

These sales agents have a better chance of closing a sale since they already have an “in” (sales lingo: the need of the consumer).

THE ABC’s OF PHILIPPINE CALL CENTERS

call center abc

Terminology and acronyms that you need to know. (Because everything is measured. Everything.)

— — —

Hot Seating –  a dual dream and nightmare for operations and workforce. A dream, because it means that all the “seats” are essentially “sold” and the full potential of your call center’s equipment and infrastructure is tapped for the opportunity to make a profit. Think of the call center “floor” as an airplane in which the goal is to sell seats, and hot seating is like overbooking.

However, it is also a nightmare because you cannot avoid idle manpower.

Idle manpower = cost = BAD.

Solution: VTO = Voluntary Time Off.

THE ABC’s OF PHILIPPINE CALL CENTERS

call center abc

Terminology and acronyms that you need to know. (Because everything is measured. Everything.)

— — —

KPI (Key Performance Indicators) – A term used in Quality Management Systems (QMS) which is the collective term for the measurements that indicate if you are doing well or not; these could be your statistics: AHT, ACW etc. or communication or soft skills: rapport, objection handling, opening/closing spiels etc.

Now, that you know your eyes won’t glaze over when your supervisor and QA drone on and on about “meeting your KPIs”.

THE ABC’s OF PHILIPPINE CALL CENTERS

call center abc

Terminology and acronyms that you need to know. (Because everything is measured. Everything.)

— — —

Kicker (incentives on overdrive) – There are some campaigns/accounts – usually for agent’s whose performance are quota-based (telemarketers, collections agents etc.) – wherein their incentives are levelled up with a “kicker”. The kicker is usually a Key Performance Indicator (KPI) which management is obsessing about, because the agents are having a hard time hitting the targeted acceptable numbers for it. So in all their wisdom, wily managers devised the “kicker” as a carrot to dangle over agents, so that this problematic KPI’s goal is finally reached.

Your salary with incentives is like Pokémon on Evolution, but your salary with incentives wherein your achieved the kicker is like Pokémon on Mega-Evolution.

THE ABC’s OF PHILIPPINE CALL CENTERS

call center abc

Terminology and acronyms that you need to know. (Because everything is measured. Everything.)

— — —

Piggyback/Tailgaiting – entering secured premises without your proximity card/badge; do this once and manong guard will have you on his watchlist; do this twice and manong guard will be your best friend…for life whether you like it or not; do this with a friend (especially, an outsider – i.e. someone not employed with the company) and this will earn you the grand prize: a free trip to the HR’s office.

Article: Why Your Improvement Efforts Aren’t Driving Better Results: The Façade of Lean and Six Sigma

Why Your Improvement Efforts Aren’t Driving Better Results: The Façade of Lean and Six Sigma

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