FIELD OF DREAMS

It's more than a week since I got my star bucks planner and yet I still brag about it to my sister, I don’t  know maybe on the fact that having something valuable and collectible and just using it on everyday use  make me feel I'm enjoying  writing  on it a lot. By the way I looked for this so called  collectible "Star Bucks Planner" and found out that this sucker cost as much as 1200 PHP a set in the Online Buy and Sell website. I mean that much for a notebook ???! A bit steep and exaggerated really. Funny I got this planner even though I'm not a coffee drinker and loathe drinking coffee

My StarBucks Planner , with my spy pen

During work , we were debriefed by our TL before our work shift start and informs us about a new DPA Guidelines that was put up, (Some sort of *Verbal* Password to be spoken over the phone) . According to what was announced , The personal security question is now as good enough as a *Password* for the account security.

As the work shift starts, I'm constantly annoyed over Dustin mentioning and announcing my name saying that my ACW meter is now 1 minute. Fucking Great !!! Do I have to get a news flash every time my After Call Wait time is beyond a Minute (60 seconds) ?! I'm really pestered on this kind of behavior and that I find it totally annoying to get a news flash

Half way, I was plucked out of work for a "coaching" session from a TL and probably perhaps to read out my QA report which I read out earlier to be unfavorable , and indeed the coaching session was all about it. Based on what TL john told , this is going to be my final written warning and next time that I do another failed DPA scorecard again , I will be fired from the job.  Fair enough if that was the case and yet somehow I wasn’t fazed on the memo , I try to as much as I could to pretend that I'm scared of being fired from the job and yet the threats were hollow. Maybe on the fact that TRANSCOM has some pay issues and that I don’t like staying with this company ,no longer than necessary because of it .

After the coaching session , I resumed my normal work as nothing had happened.

On working relations , It seems that "Rose" and "McVin"  is having some relationship problems. Rose is having mini quarrels with her boyfriend , while "McVin" is the same as well. It's not my problem anyway but I find it amusing that sometimes I saw "Rose" boyfriend is being a helicopter and hovers around her even during working hours, like some sort of "Control Freak" boyfriend. Like I said I don’t mind other peoples business as long as they don’t intervene on my business.

The work shift went along fine without any problems.

The following day….

I was thinking of what will I do just incase I get fired - UNSCHEDULED Permanent leave on work that is . Well I contemplate on several things , maybe perhaps head off to far ortigas area and go to Maersk or PITON call center and find my luck there. I don’t know.

Or maybe perhaps if I had enough savings on my money I could perhaps head off to taking a licensure examination, or even perhaps go back to college and study marine engineering. Who knows ?

Honestly I'm enjoying myself and the my time here in the call center , however I had to face the reality that I had to leave this company someday and that fight head on the accursed Maritime / Sailing Industry for one last final time. I'm already setting up my plans for the long travel and had to be fixing my supplies by February 2013 for preparation and hopefully I could put a complete resolution to my status being a sailor.

I had a lot of dreams and expectations that didn't materialize because of this so called "Noble" profession , Bah !!! Noble in what way ? As in burn a hole in my pocket and plunder me till the last drop ? And

Last Saturday ….

"Dustin" :You never take in escalated calls right ? Then what do you do to the callers ? Disconnect them ???

Me: No I don’t, I Throw them to Customer Loyalty Department- AS IN COLD TRANSFER.

Dustin was absolutely horrified when I said that, I couldn't paint the look on his face when he heard it came out on my lips. Probably because I was a Good  telephone operator doing bad things and I didn't like customers bitching me up

TL JOHN was on a scheduled leave and so is "gwen" and some of the folks are absent as well. So there were only a few of us working on this Saturday shift, There isn't much news going on to be honest until Sunday .

On Monday …

I nearly got into a nasty brawl over some college kid inside a public jeepney on my way to work. Fortunately the kid never had the balls for an all out confrontation and was just an all bark - no bite bastard.  Apparently the kid gave me a nasty remark when I was boarding the jeepney and said to me "Go to the back of the line" , I didn’t take those words lightly and who the fuck he is to say that. I gave him a nasty look until both of us boarded the jeepney and when he disembarked , I made a loud comment enough for him to hear saying "Fucking kids , what a bastard" .

In other news surprisingly, there's a lot of avail time happening when it's supposedly  to be queuing on the phone line. The main reason to it was probably on the fact that the main system server in Talktalk is not functional properly resulting to more than 20 minutes of avail time. Good for me in the sense that its about time I get a break from work.

On Tuesday ….

Two new oppressive memo's came up in the office , one is a memo from the management that tells that anyone who gets caught wearing casual clothes without a "Dress Down" Pass will be issued an NTE memo and will be subjected to termination, and that employees who pay the said dress down pass will be given an immunity to guard inspection on this so called "dress code" policy. 

To add more to the insult is that the email said "DRESS DOWN PASS IS OPTIONAL" . What ??!! Who the fuck are they kidding !!! , whoever said that the dress down pass is optional should be beaten to death in public because its pure horseshit and hypocrisy , well the only reason why the dress down pass is being sold it that employees are afraid to lose their jobs over it. Fearing an NTE memo is close on being fired as well 

Whatever they say about it and no matter how much they put it , my mind still thinks that its mandatory and that they're just profiting the money out of their employees.  Honestly relations with TRANSCOM is getting sour and the working conditions is becoming good to bad. I guess the only reason why they put up with this memo was probably because sales from this so called "Dress Down" Pass is declining and that they need to boost ripping the money off from they're employees. POOR TRANSCOM instead of paying good money in taking care of their employee's efforts it turns out that they want to profit more by doing extortion.

The Controversial Dress Down Ticket , A Perk or an Extortion ???

Another thing that pissed me off aside from that was this personal rule imposed by a manager, According to what the information relayed to me by TL John , I am forbidden to carry my Starbucks planner from now on.

Funny rule in the sense that they forbid me to carry it , when they themselves have one - though not a Star Bucks Planner .  What I think is that who ever Manager said this is one HYPOCRITE BASTARD , ? jealous bastard couldn't probably buy one and was obviously jealous that I posses a Star Bucks planner.

Honestly I don’t see the big deal out of it me possessing one and The problem with us Filipinos is that we sabotage and do what ever we can to cause trouble whenever we see a Fellow filipino who has better stuff than ours . FUCKING MANAGER !! 

NATURAL BORN CALL CENTER AGENTS

Team Awesome Members Checking the email for confirmation

TL. John made a  post-shift meeting and it was quite a long one, First off is that after almost two months of waiting we get to finally go back to the TV Depart and will be resuming our usual duties and functions there by February 04, 2013. So I guess CSB: RECONTRACTS Department wont be needing us to do their wet work on a long term basis and new replacements will be heading on to fill our places. It was good news indeed that were no longer needed in CSB Department and that they will be putting us back on our original station departments , I myself am relieved on the news and on the fact that its already been long overdue and some of my co-workers are starting to gossip that TL John is withholding information from us and that he may knew that were going to be permanently stationed in CSB department . Like I said , I take the manager's word for it and that they will return us back to TV or otherwise I'm going to think that they're a bunch of liars

 I'm relieved and what's more is that its official and the email came from the brass themselves that were going to be put back to the TV Department.

Another news that was given is that there's a new imposed rule on the CSB RECONTRACTS department , unfortunately its an ugly one.

Our Old house Blender which broke down recently

Based on the info said to us by TL John , CSB RECONTRACTS will have a target that every agent should have an at least 1 RECONTRACT per day per agent. In other words as what "McVin" yelp at during the meeting "WHAT A QUOTA ?!!!!!" . Unfortunately this will the case for now on our situation and its mandatory as what the brass says, Honestly the policy is a bit steep and I cant see if any agent will meet their said policy - AS IN EVER MEET IT AT ALL.  And I agree on what "McVin" said in this one , - a total bullshit policy.

Another news related to work is that since our Team is one of the highest scores metrics n this so called cluster , some other teams are getting jealous and are meddling with working affairs of our team . One such example is the incident which TL john said that one of the agents from another team visited us to just say that "Mark" is in high ACW number. Of course both TL John and "mark" didn’t like someone is meddling and that the other teams "Messenger" went through so much trouble as going from the 4th floor of the building all the way up to the fifth just to tell us that,  Funny that they have to go that much trouble just informing us about it. Well it’s a good thing that its was "Mark" being target and not me , otherwise id tell them a few colorful words like something close to "FUCK OFF"

Btw 3 new members joined in recently on the group and here's the updated list of our group

RICHELLEANNETHERESE REMIGIO

BHEVERLY BRON

John Edward Rivero (Our Team Lead)

DUSTINDAVE CENINA

GLORIA LAYNO

JENELYN PAWHAY

JEROME CADANGYAO

 JOSHUAJOSE MAGPAYO

MARIEANTONETTE GACUTAN

MARKANTHONY MACASPAC

MICHAELVINCENT GOZON

ROSALEEN MAMARADLO

ERNESTO JR ZAGALA

KIM SANTIAGO

On Saturday,

There was a sudden change of schedule and we were put up on the 5pm to 2am shift. Unfortunately it resulted in some of my Co-workers ended up showing 8pm instead of 5 pm shift, only  a few of us actually got there in time and some were even late or in the nick of time such as "Rose".

To make matters more complicated, T.L. John told us that starting next week and every Saturday shift our working schedule will be always at 5am to 2pm , Had no idea why the brass put us on an early shift every Saturday but nevertheless I had to comply with it. Apparently almost of all us didn’t like the new schedule and both me and "Mark" were very vocal about it, "Dustin" however is neutral.

During the middle of the call , I was astonish on one particular call on the fact that he was very positive and somewhat appreciated my work as a telephone operator, he said something that no matter how horrible or how much the callers degrade us. We should still maintain our dignity and identity in handling callers and no matter how many crap they pour they should treat me with respect. Honestly I didn’t know what to say on what the caller said and I'm not expecting such inspirational words

Planning My Schdules and Blog Write-Ups in the Planner

Based on the call log that registered on my TRIO Telephony system , his name is Shane Swanson ( Probably an Australian Living in Britain). I didn’t had the time to thank him on what he said but it let's me think that somehow there are still good callers around in this god awful shitty mess called BPO Industry, and that not all people of their kind are bastards - some are, but not all the way. From all the people of their *kind*, the people whom I get along well and are the best are English people , and Australians (the best without doubt ). couldn’t say the same on Americans though, fucking rude bastard people.

 After the work shift

TL John , summoned all of the group to have a post shift meeting at the Talktalk TV room , in there he discussed to us about the teams failing attendance / punctuality scores, and said that we better shape up on it or else he will have to forced to issue an NTE memo ( more like a final written warning before being fired) on people who have punctuality issues .

By the way during the meeting, it was also discussed that by the time we will return to the TV Department - there is a possibility that our working shift and off work days might be changed.  "Renee" and  "J. Pawhay" (Jenelyn Pawhay)  wants it to be weekends off, however though how much sweet weekends  are , this could spell trouble on my day agenda's in maritime employment and educational upgrade since this sector mostly deals on regular working hours and working days. Maybe I hope any day in week days are ok for me - not on week ends.

The Following day

It was a big relief that the our "Re Contract" functions as an CSB , has been removed permanently and that were also removed from the Queuing line of "Re Contracts" until further notice. Thank god they had us removed on that cursed shit hole were avail time is only 5 seconds Maximum and you handle more than 60 plus calls a day (for the record "Dustin" reached the peak of 78 calls a day). Without argument this is one of the worst departments  in Talktalk for a call center agent

There Isn't much incoming calls and my ACW and Hold metrics are quite a bit low than usual , heck I could even finish a call and do a wrap up in a ready status (Ready to received calls). There was so much avail time , more than enough to do almost every procedure to do after a call. I can even sent passively *supermail* email manuals on the customers email address to help him out on his issues and not call back within the 7 day period

Speaking of which, so how many software tools do I exactly have on my computer to work with? Well here's the complete list and description and in order arrangement based on my computer.

NOTEPAD 1

Used basically as more like a "sticky notes" , I get the notes from my online client email program then post it here.

NOTEPAD 2

This is the main note pad I used when I'm in a call and write down the transcript of the conversation, then copy and paste it back to TRIO Software.

NOTEPAD 3

This is Just a reserve notepad , which I used only as an extra software window to "push back" and rearrange my other software tools in proper order. I rarely put notes here and mostly this is just reserve for "Supervisor" calls (*SupCall* term for short). Main Function of this is much more like a "SIGN BOARD" to inform those  bastard QA People on what I am doing behind the computer screen. As a precaution, Just in case a screen capture technology would be developed later on in TRANSCOM.

CTI Telephony

Not exactly sure what the exact overall meaning of this , but to simply put it this the primary "Soft Phone" we use. It handles the usual functions of a phone like Hold, Transfer , Voice conference, 3- way call , etc. as such and is eventually hooked up on a hardware (an actual Physical Phone) just beside the PC. Unfortunately It’s  weak spot is since its not automated , using this tools means that a TRANSCOM agent is stuck typing in a lot of numbers and buttons on the keyboard. In spite of this , "Cisco" is definitely much more reliable than our secondary Telephony system called TRIO.

TRIO SYSTEM (includes Trio telephony, open only using IE Web Browser)

This sucker is an integrated tool, serves as a tool to pull up details on the callers account , book an engineer here , check transaction records etc. Basically you can get away working on the whole shift only using this tool and this software is AUTOMATED , meaning you never have to mash a lot of buttons on a keyboard ever to pull up the customers acct and what you simply do here is just look , point and click. All detailed info about the callers acct automatically pops up on the screen and the only thing you have to do is verbally confirm the details .

Its secondary function is a full stand alone Telephony system complete with functions very similar (if not identical ) to CTI telephony system. Though the secondary function doesn't work quite well and most of the time end up having to close the browser and pull it up again.

CSA PORTAL (Use with IE explorer only)

This is much similar in function with TRIO when it comes to pulling up the customers account information , but with much less user friendly interface than TRIO. This tool is mainly used in conducting and processing Payments and financial transaction with callers and the only tool I can thing of such since "TRIO" had been *decentralized* and the payment function was moved to this tool. Basically this is the "ONLINE" version of the customers accounts on the internet.

WILLIAMS LEA (Use with IE explorer only)

This is mostly used as some sort of archive PDF and lets me view the customers paper billing in electronic form.  The charges on the customers bill is much more easier to interpret and view using this tool, really good tool to be used when having a billing dispute with bitchy customers.

REMEDY (Use with IE explorer only , Use only if you’re a TECH or TV Agent)

Only used if you’re a tech guy or a TV agent , and since I'm still a CSB agent I only use this as a reference for a fault for verification. If I was a TV agent its function is for reporting a fault to the back office team and a reference on what happened to the customers fault and see what happened.

QUBE (Use with IE explorer only, Use only If you’re a TECH or TV Agent)

Tool used only to book an engineer and cancel an appointment. Nothing more , nothing less

GOOGLE CHROME A ( For Call Logger Tool, Resolve3 and Opal Portal Tools)

This is of course a web browser that combines 3 software tools or in my case I've integrated it to one single browser. Take note that Resolve3 and Opal portal tool is used only for TECH and TV agents.

CALL LOGGER , Basically this is a "Time Stamp and Registration" on calls that I handle on the whole work shift. Input the callers number here during the call or before the call ends. Otherwise a metric score of "KB Utilization" will suffer. Theoretically not using call logger has no serious repercussions , heck it doesn’t even have any *Useful* function at all and is just a burden for an agent. By the way there's a "Cheat" using this tool , though I will elaborate later on in my journal on how to do it.

RESOLVE3 TOOL is definitely a call flow process in TECH agents term, or in plain English a step by step troubleshooting manual. Not exactly a hundred percent fool proof manual as some of the options of this tool are buggy dead ends and are looping , ending me going into circles during the call. This tool is useful only for TECH and TV Agents not for CSB.

OPAL PORTAL this tool is divided by several tabs for each function of it. Generally this tool is used for line diagnostics, doing a line test and such and even cancelling out engineering appointments. Divided it on several tabs on the chrome browser , one tab is dedicated only for doing a line diagnostics , another is dedicated for doing a line test (metascript test) , another is for verifying order status , another is for checking and cancelling engineering appointments

GOOGLE CHROME B (Knowledge KB tool )

The only browser were I had dedicated the entire function of it as more like a "reference" tool. Its only one tool and yet I had divided it on to several parts.

DECISION TREE - From the name itself , it’s a flowchart in making decisions based on the calls situation

DIRECTORY - Self explanatory, a  phone book list containing all the number were to transfer callers

SUPERMAIL - This function of KB tool is more like sending an email reference manual so that the caller so he / she wont pester you for another 7 days

REAL TIME UPDATES - never used this tool once but this function revolves around scheduled system maintenance

TALKTALK Tools - List of software tools Plain and simple

TALKTALK Website (www.talktalk.co.uk) Official website of talktalk and I use it as a reference on sales related enquiries

GOOGLE CHROME C (MS Outlook Online, NuComm, Yahoo website, Wikipedia, Google)

This browser is reserved for internal working communications.

MS Outlook Online - This version is an online web based email client, receiving email notifications and late minute updates coming from your boss , sometimes it is also used by other co-works as trending email for  discussion and other monkey chatter.  Funny thing though , My TL sends me and updated email announcement even though he is just right beside my computer station - well he could have just told me verbally since I'm just right in front of him

NuComm - Internal website of TRANSCOM , INTRANET for short.

YAHOO Website (www.yahoo.com.ph) - mostly used as a leisure website and checking out online private webmail.

WIKIPEDIA  - an online webs based encyclopedia

GOOGLE - Google mail search

EMPOWER TOOL (Google Browser window)

 Software tool used for viewing QA evaulation reports , knowing time schedules, Viewing Pay slip Deductions , everything related to employee affairs and the Company.

UK TIME (Google Browser Window)
Used to tell the time in Britain, a window clock. Synchronized with in the computer PC clock

MANILA TIME (Google Browser Window)

 Used to tell the local time here in manila , synchronized also with the computer clock

CALCULATOR

As the name implies , you can figure out what this means

M.EBUDDY MESSENGER (Using Mozilla Fire Fox Web Browser)

This is an online web browser based Messenger program. A third party Multi platform messenger , Integrates Face book Messenger, Yahoo Messenger, Windows live Messenger, AOL Messenger, Gtalk Messenger in a single unified program. Since this is a web browser based , you don’t have to secretly install any programs at all. Conserves time in setting it up.

In Plain English terms its my form of communication outside the office , Chat with friends , Family and acquaintances that are outside the workplace. Can also serves as an internal office Messenger if your works mates are listed as "friends" in Face book,

OPEN OFFICE ORG (optional)

Linux based program capable (and similar to Microsoft Office Excel program), used to a total "Audit" of all the calls made during the work shift

Yeah got a lot of tools juggling around the computer screen, and who says that being a call center agent is a fun job eh ?!

The look of my computer screen, showing on Upper left window is the main screen, upper and middle right hand side are time clocks for the UK and manila, mid right hand side also shows ebuddy messenger and lower left is the classic notepad, while lower right is the Cisco CTI telephony system

PROMISES, PROMISES

My new Starbucks 2013 Planner limited edition given to me by my younger sister , too bad I'm going to defile this notebook in days to come.

Me, McVin, Renee, Dustin , Mark and Gwen was pulled out earlier on our working shift at about 9pm till 12 midnight. The reason for the sudden pull out from our usual call duties was that we were again being retrained on some sort of thing called "RECONTRACTS" , from what I learned - it has something to do more on like selling again the products and services to a customer who will finish their subscription contract within less than 3 months.  We were trained by none other than "Jack" the fat girl I mentioned on my earlier stay in TRANSCOM when I was still in the Training Phase.

Didn't know that Boxer shorts come in coffee mugs

Honestly I never liked the idea of re-contracts in the sense that this is the function taken over by the sales department and this is plainly called an "Up sell" which no matter how much they change the term - I still don’t like it, plain and simple , even when I was in the cursed AT&T account in TELETECH , I never did such as an up sell , even when I was in Sykes ,( considering it was an autocrat company).

 Fact is I will disobeyed order's especially when it comes to "Up selling" or "sales" no matter how much they fed us the bullshit information on how mandatory it is, besides that - why the hell would I follow the procedure in offering an up sell in the first place ? And what benefit will I gain if I did such ?

Monetary commissions ?

I don’t think so !

Hell I don't give a fuck on their so called commissions, which they so brag about which I recall correct on what "Jack" told us in the lecture that we (quote) get a non taxable 100 PHP per 3 successful re-contracts, amounting to only about  33.33 PHP a single re-contract. GOD DAMN IT !!! The money they are co called offering is so stiff that it is very obvious that they are haggling our salaries and scamming us on it.

I may have the lowest performance stats for the whole group but I'm not stupid, I refuse to up sell. TRANSCOM couldn't even pay us correctly during the holiday season and I bet they even stole our double holiday pay and cheated us in the "2000 PHP Tech allowance" money written on our contracts. Why the fuck should I put my faith on some swindling call center company like TRANSCOM WORLDWIDE  PHILIPPINES INC.

By 11pm the training skill is all over and were again free to roam around for at least an hour.

During the said free time , I came across to my former classmate in high school, Christian Cruz (a.k.a "Cat" during high school years) . He asked me why the hell he's not seeing my face around the TV Department anymore, I replied that I was transferred to the customer service department a month ago and as of the moment I am still currently stuck and no word yet on when will I be transferred back.

C.Cruz said that there's a rumor going on that the Talktalk TV department may be dissolved soon and that TRANSCOM is relocating their agents to the other departments incase dissolution arrives in TV plus Department. It's a rumor of course and I cannot verify if this is true or not.

During Monday

Marikina Road is quite filthy , no thanks to this bazaar

Schedule for taking in re contracts calls have commenced and as usual our computers are constantly being bombarded by piss off British customers from Talktalk, Although we do have been given a direct order that we should offer this so called re contracts and even threaten that failure to offer this to customers will result in us having a memo (and perhaps even being fired).

 Sinister as it may sound - it did not stop me from disobeying orders and pretend I heard nothing from the training I had , for me I just find it a big burden on the fact that I wont benefit from it at all and on top of that - for the record , I dislike being coerced.

It seems also that "mark" and I don’t like the idea , "Gwen" did mention also that she didn’t like it as well. However some of my teammates did manage to do an up sell like for example "Dustin" who claims to have 2 up sells , and "RENEE" who has a single up sell. I'm not sure on the others from our team if they did had an up sell.On my end i received 5 possible recontracts, and no matter how much the customer wants me to do a recontract for them (or transcom threatens me to do a recontract) , i simply transferred it to customer loyalty.

Hell i dont give a fuck , besides that 3 recontracts for 100 PHP ? Transcom can shove that money inside their tight asses. Aside from that I'm giving the customer loyalty department a big favor and I'm giving them my commission of that possible  recontracts worth 166.65 PHP  (Take note POSSIBLE RECONTRACTS ), they should be proud of that I'm generous on the 166.65 PHP - Blah ! i wont go to so much trouble of recontracts just for the sake of 166.65 PHP

Late in the working shift

T.L. John said to the group that we should check our emails for some good news , I wasn't interested at first but Later did check my mails and found out that TRANSCOM is now sponsoring applications for subscriptions of SMART cellular service, from what I saw in the email. The postpaid plan they are offering is as little as 300 PHP and we get a free Samsung Galaxy pocket phone.

Honestly I find it very tempting and that I do in fact need a phone since I'm currently just borrowing the one I have. A Samsung Galaxy Pocket Phone wont hurt at all,  and as far as I know its an android OS based phone.

"Dustin" , "Mark" , "Joshua" and Me immediately expressed our interest in how to acquire one after all 300 PHP monthly fee is very light to pay compared to my previous now defunct globe subscription years before ,on which that I had to pay a minimum 800 PHP per month for the call service package.

Unfortunately based on the email If ever I'm interested I would still have to wait as far as February 1 for it.

On Tuesday working shift……

I saw one of our former Co-workers visit during our break schedules,  It was "Dan" ( peter danbert powell) whom I saw. Apparently when I , along with "Mark" and "McVin" approached him to have a short talk , We learned that TRANSCOM marked him Awol on his working file records and that he is having difficulty searching for a job in a call center called "JP Morgan and Chase" because of this.  Apparently from what I learned "JP Morgan and Chase" BPO company is conducting an extensive background check on their applicants and that the name TRANSCOM came along on "Dan's" file, So it brings "Dan" here in TRANSCOM to clear off his records. I don’t know what happened to him later on though.

I did also saw "Badong" (Bernadette Retorca) visit TRANSCOM, though I didn't get to approach her since I was in a hurry to get a computer station and that "Norman Estrada" is busy talking to her . I only surmise that she has the same agenda as "Dan's"

Midway during the shift , I went on to "Beserk" mode again from fatigue and lack of sleep and apparently it resulted into a few intentional disconnected calls in the process. I admit my mistake on that part and that I should had took a sleep when I went home. In any case I think , I might have disconnected at least about 10 calls in the process.

Also "TL John Rivero" lost his pen and incidentally borrowed mine , Unfortunately for some reason "TL john" knows that my pen is not exactly a pen at all built for writing. He knows it’s a spy pen probably because the logo "CDR-KING" is stenciled on it , and it so happens that "CDR-KING" is a well known electronic store here.

 Fine with me if only my TL knows about the existence of this Spy pen , problem is that "McVin" couldn't hold his big fat mouth and announced to everyone that I had a video spy pen in the office. Eventually this caused quite a stir on the team and lead to the disclosure of the existence of my spy pen.  God Damn it McVin ! Doesn’t even know the term secrecy and privacy

Pocket WiFi modem , in comparison with the size of my Video Spy pen. Small yet can hold 8 mobile devices at the same time

WORK SHIFT DISPUTE

For Some reason this morning is kinda peaceful while walking

Woke up early and went to the quaipo area to settle a few business agenda's like buying a new life size calendar for the house and inquiring on my college school on how much is the schooling fee for marine engineering , and how much will it cost to have a replacement TOR (transcript of academic records) document. Unfortunately for me I wasn’t able to finish the latter task due the city holiday called "feast of the nazarene" in quiapo, which meant that my school PMI College is closed for that day due to the said holiday and worst I didn’t found out until I was already there.

I was fortunate also that "C.Pabalay" accompanied me to get the calendar.

Fast forward the following day….

Seems that the shower room area on the fifth floor of the building has some problems and is currently under maintenance, unfortunate for me in the sense that when I used one of the shower rooms it flooded and worst was the water that came up was the one from the toilet. Resulting to my foot being soaked with sewage water and had to get out of the shower booth as soon as possible , otherwise taking a bath before work is worthless if I smell like crap.

One good thing thought is that when I hurriedly got out of the shower booth to go to another , no one was inside the shower room or else they could have saw me walking around butt naked and transferring  my things to next shower booth.

Inside the production floor area…

Me and my co-workers were asked again by T.L. John Rivero if we would reconsider in taking up the working shift of 3pm to 12 Midnight. Some of the members of the group agreed or didn’t mind it at all while others like me, mark and Joshua expressed our strong opposition on the idea.

 didn’t like the idea on the fact that, what benefit will I gain if I do get on the 3pm to 12 midnight schedule? And to make it complicated is that British local time is eight hours delay from the local time in the Philippines , hinting that they will put us right in the middle of a queuing work shift and that's not the worst part. The worst is that we only got 2 hours of night differential pay out of the 6 hours we usually get on our current working shift (8pm to 5am), To simply say it the management will be putting us on more work and less pay in that working shift.

I strongly oppose that kind of idea and working shift on the fact that I have nothing to benefit from it and instead id be losing money in the process. And for the record I don't trust TRANSCOM - yet. since they haven't sorted out our so called "TECH ALLOWANCE of 2,000 PHP" which they promised (and signed up on the contract) after the 3rd month of working here. If they can't straighten out the issue then there's a valid reason why I shouldn't trust this "3am to 12 midnight" shift, they should sort this one out first then - we talk.

 Otherwise I shall think TRANSCOM is just scamming us on our salaries, more work and less pay.   Business is business - I wont work extra if there is no additional money to be put up and of for the record I don’t trust Indian country manager - regardless what the companies reputation is. I have heard a lot of nasty things about Indian bosses running the show unfavorable to Filipino labor standards  and I do hope TRANSCOM isn't one of them.

During mid-shift on the work I was pulled out by T.L. John , for a regular evaluation on my calls. Unfortunately It turned out unfavorable on my end as it was recorded and was caught red handed saying that on the phone that there is a "System Maintenance Issues" when there is none at all.  It didn’t bother me though I got reprimanded on it , on the fact that TRANSCOM isn't a very good employer and has some issues in regards to salary dispute.

GOING BACKWARDS

Hello Celine and Michael,


Please also issue NTE’s to all of the Team Leaders and Business Managers of the offending employees.


Same offences are taking place over and over again.


Siva


From: PARILLA Michael 
Sent: Wednesday, December 26, 2012 1:17 PM
To: TRASMONTE G; MARFIL Celine; DE BELEN Michael
Cc: BAIS Emily Grace; RIVERA Randy; NOCHE-DE GUZMAN Junelle; SALANGSANG Joanne; RIVERA Fernandus Ceasar; PRADO Shayenne Christine; LEONARDO Sofia Marie; ALMACEN Ana; ESCALANTE Hannah; GAMUTAN Liezl; RASCO Alexander; SUBRAMANIAM Siva; MENDIZABAL Debie Rose; BALNIG Glenn
Subject: Infraction report Dec 19 - 25


Hi Celine,


Please issue NTE to employees below.


Thanks,


Michael







Date	Name of violator	CIM #	Team Leader	Violation
12/19/2012	Rue an Guiriba	79817	Chris Sacramento	pouch w/ cell phone on floor work station
12/19/2012	Cecile Samonte	79827	Chris Sacramento	pouch w/ cosmetic
12/19/2012	Catherine Joy Delfin	77490	Donn Barrera	browsing Manga internet
12/19/2012	Vinoya Krystel	80331	Monica Cadavos	pouch and wallet on floor work station
12/19/2012	John Robert Caluya	78537	Monica Cadavos	Having Cell phone on production floor/coached by TL
12/19/2012	Gian Paola Riosa	69492	francis Orlanes	Caught on Act using Cell phone on work station
12/19/2012	Evelyn Cristobal	74322	john Lumanglas	Caught on Act amplifier connected to Avaya on work station
12/19/2012	Ritz Miguel Ricardo	77275	Ernie Sumayod	pouch w/ cosmetic found on desk.
12/19/2012	Sarrah Mallilin	77119	sam Rodriquez	Having Cell phone on production work station.
12/19/2012	Aileen P. Santos	74859	sam Rodriquez	pouch w/personal kit contents.
12/20/2012	Katherine Gamban	59691	TL Jaicelle de Los Santos	sleeping on work station
12/20/2012	Timothy Blanco	77757	TL Janice Medina	not wearing ID at work station
12/20/2012	Ma. Aljeen Santos	76320	TL Janice Medina	Having Cell phone on production floor.
12/21/2012	Ma Cristina Magluyan	75132	Julius Daep	wearing slipper
12/22/2012	Aiza Mamales	73833	Mavic Burlaos	Using Cellphone on work station
12/22/2012	Christian Alvarez	75141	Juan Maglonzo	Browsing internet/Billiard Game
12/22/2012	Marivic Burlaos	73499	Andus Rivera	Charging phone apple on CPU
12/22/2012	lilibeth Magwili	77779	TL Juncen	Non Spill Proof
12/22/2012	Jasper Baldopena	77755	TL Glenda	Having cell phone inside production floor
12/23/2012	Carmela Auxillo	75471	Tammy Galvez	wearing slipper inside production
12/23/2012	Virgilio Cosa	75481	Tammy Galvez	wearing slipper inside production
12/23/2012	Shiela Gaid	77536	TL Juncen	Pouch on desk
12/23/2012	Renz Saavedra	76823	TL ED	Browsing internet unauthorized website
12/24/2012	Molina, Shanuelle	76784	Jerome Gozo	Wearing short Dress
12/25/2012	Movilla, Eileen N.	43782	TL Donne	Wearing short Dress
12/25/2012	Andrew Castillo	73822	TL Harry	Using cell phone inside production
12/25/2012	Neil Zuñiga	73479	Marivic	Browsing unauthorized website.



POOR AGENTS
Rue an Guiriba
Cecile Samonte
Catherine Joy Delfin
Vinoya Krystel
John Robert Caluya
Gian Paola Riosa
Evelyn Cristobal
Ritz Miguel Ricardo
Sarrah Mallilin
Aileen P. Santos
Katherine Gamban
Timothy Blanco
Ma. Aljeen Santos
Ma Cristina Magluyan
Aiza Mamales
Christian Alvarez
lilibeth Magwili
Marivic Burlaos
Jasper Baldopena
Carmela Auxillo
Virgilio Cosa
Shiela Gaid
Renz Saavedra
Molina, Shanuelle
Eileen N. Movilla
Andrew Castillo
Neil Zuñiga

POOR T.L.'S
Chris Sacramento
Donn Barrera
Monica Cadavos
francis Orlanes
john Lumanglas
Ernie Sumayod
sam Rodriquez
Jaicelle de Los Santos
Janice Medina
Julius Daep
Mavic Burlaos
Juan Maglonzo
Andus Rivera
Tammy Galvez
Jerome Gozo


Sounds disconcerting right ? Yeah a call center agent typically gets this message on their email inbox every now and then , BPO industry is always hiring 24 / 7 on the fact that they are also always firing people . Keep in mind that the call center industry here in the Philippines has the highest attrition rate of all in the labor force , which amounts to about 60 plus percent. To plainly say it , out of the 100 people who get the so called "Hired" , 60 plus of them wont last till next month.





As seen here , Were having dinner together in new years day

Anyway let not the memo trouble me and it is not of my concern. To me this people are just a name on the list that will be fired by this January,  I don’t know them personally and never knew them, I wouldn't care less if they get fired or not. In any way  this order was given by the ever high and mighty country manager Indian lordship Siva subrama-Suck-my-Cock, Fucking Indian trash bastards- doesn't even know the value of employee's, if it weren't for us rank and file employee's , TRANSCOM would be sucking in with their tits by now.


 Although some of the people who are involved in the list have a valid reason why they should be terminated - Some people do not. If I read it correctly , some people here are to be fired just because they carried a different type of coffee mug , Heck if I read even closer some people are going to be fired because they wore a mini skirt and flip flops on Christmas day , and get this ! one person on the memo is even going to get fired just because she was caught having a pouch containing a make-up kit. Bloody Fuck management , I don’t see anything wrong if a person carries a makeup kit (unless it has a plastic explosive ingredient underneath it) , the person is just conscious on her looks and I don’t see anything wrong about it. I don’t have a fucking idea why the TRANSCOM management see it as a *capital crime* in the office , guess they hate max factor or sara lee brands.


In other news related to *Office politics* ….





View of the whole metropolis in Pasig, via TRANSCOMS Roof deck Floor , A whole city view



Midway during our shift , Were pulled off by TL John Rivero and was order to go to the UK room in the office, Inside it we were debriefed and was told that there was no tentative date yet on when will we go back to the "TV Department". Our TL only told us that the *Brass* is still working their way up on putting us back in TV, and we should just be patient.


Renee, Dustin, Gwen, McVin, Mark are in an Uproar over in the meeting and said that the brass should have been putting the group back again on TV department by now and the deal was only for three weeks, It won't make any sense why they are still holding us up until now and that most of the teams from the TV have already been put back by now. Most of us in the Team share the same sentiments as what the five said , and that we did after all signed up as TV rep agents and not as dedicated Customer Service reps


As for me I take what the Brass said that we should just be patient and that they'd be putting us back in TV Department , Otherwise I would just think that TRANSCOM Managers are nothing more than just a big fucking son of a bitch liars.


In other News,





 employees , taking a view in the fireworks display

TRANSCOM held another get together dinner at the roof deck of their building , in celebration of new years day. The whole team was also in the roof deck and watched the fireworks display around the city. The roof deck view of TRANSCOM Building was great and  I watched the sky lit up on fire works that were made around the city , It was definitely amazing on the view and that somehow being in the roof deck has let me see how beautiful the dull sky is during new year. Honestly I always look at the sky and see how dull it was in the past , but I guess now I'm impress that the dull sky can be at interesting even for a day only.  Interestingly enough whenever I looked at the sky my mind seemed to always float elsewhere and this time my thoughts we somewhere else .


Surprisingly there was a call spike  (term meaning sudden rush of incoming calls on the phone line) during new years eve and most of us in the team where unable to immediately join TL John at the roof deck and enjoy the cake that was in our table. I was the earliest to arrive along with dustin, rose and gwen to the table and have dinner with our TL.

As of the moment this is the people composing of our so called Team "Owsum"



current list of members of team,


BHEVERLY BRON
 DUSTINDAVE CENINA
 GLORIA LAYNO
 JENELYN PAWHAY
 JEROME CADANGYAO
 JOSHUAJOSE MAGPAYO
 MARIEANTONETTE GACUTAN
 MARKANTHONY MACASPAC
 MICHAELVINCENT GOZON
 RICHELLEANNETHERESE REMIGIO
 ROSALEEN MAMARADLO