Call Center Newbie

[mikeyj]

almost 2 weeks na rin ako basa ang basa dito CC Forum but i cant find any good tips especially if youre a Newbie ( 0 % CC Experience, never been in diff. work before, Part time party Boy) gusto ko lang malaman kung anong companies ang tumatanggap ng Zero cc experience.. Average EnglishCommunication lang ang Dala ko puro nababasa ko kasi may exp. na tech.etc....

Saan CC ok ang training ground and maandang company para sa Newbie at ano ang bagay na account tulad namin..

can anyone help me. because i really want/need this Job..:mecry:

[MarciCinnamon]

Quick and dirty:

Decide which path you will take: outbound or inbound.

1) Outbound: Making calls to either sell products or services, generate leads, do surveys, or provide some form of customer service. Basically, you call on people with the intention of selling or providing some kind of service.

2) Inbound: Taking calls to provide clients/callers with some form of customer service, technical support, and/or information. This may include some form of selling as well.

Print out a sheaf of resumes and assemble your best interview outfit.

Target where you want to work based on where you live (i.e. If I live in Pasig, I might as well work in the Ortigas Center BPO hub; if I live in Fairview, might as well target the Diliman/Q.C. ave area).

Go and do walk-ins.

Good luck.

[MarciCinnamon]

Being a newbie is not an issue. Not having prior "Call Center" experience is not an issue either.

At a minimum you must:
1) Present some form of proof that you are at least at a tertiary level of education (i.e. 1st year college);

2) Show proof or evidence during interview/exams of adequate communications skills (ability to successfully communicate ideas, answers, and information in a conversation);

3) Show proof or evidence of IT skills (Information Technology, i.e.-ability to use a PC, type, navigate the internet, etc...)

4) Have a clean background (no criminal record, good reviews/appraisals from references/previous workplace, no serious personal issues, etc...)

5) Show evidence of a good attitude and willingness to learn.

Start walking then start talking.

[alexis29]

Good day to all,

I also wanted to shift careers, I am eyeing to penetrate the call center world. I don't know why but for the past few months I have been thinking of applying for one. I don not have any background on the cc world. But since I am at present working in a remittance firm, I was able to handle few calls from clients.

Here's few of my queries:

1. I have read above the diff between inbound and outbound how about customer service rep?

2. How does the process go when applying to one. I wanted to work for a call center company which focuses more on like for example globe, hsbc, smart wherein I will assist them with specific queries like promos, complaints etc.

3. Is it okay working in one?

TIA

[coff33_add!ct]

Good day to all,

I also wanted to shift careers, I am eyeing to penetrate the call center world. I don't know why but for the past few months I have been thinking of applying for one. I don not have any background on the cc world. But since I am at present working in a remittance firm, I was able to handle few calls from clients.

Here's few of my queries:

1. I have read above the diff between inbound and outbound how about customer service rep?

2. How does the process go when applying to one. I wanted to work for a call center company which focuses more on like for example globe, hsbc, smart wherein I will assist them with specific queries like promos, complaints etc.

3. Is it okay working in one?

TIA

Welcome to the CC world!!!!:bashful:

Customer Service Representative - answer calls with almost anythng they want to ask. it depends on the account you'll be placed to. Here goes the inbound and outbound as previously mentioned above.

Technical Support Representative - are the ones who answer technical issues, so you must have atleast a background on the techie side.Mostly inbound.

Applications can be done in various ways.

1. Online(suggested)
2. Walk-in (suggested)
3. Through a Headhunter/Agency

1.Online

You may try submitting applications online. These are the easiest and most convenient. You may try http://www.jobstreet.com and you can create a resume and submit them to multiple employers(direct employers or agencies) As you submit them and you are short-listed, Kindly expect a call from Human Resources. Normally they will call you the next business day, morning or afternoon.

Most of them, they call for an initial interview, then if you pass, they will ask you to visit their office for exam or whatsoever.

2. Walk-in

You may try searching for potential call centers whom you wish to apply, check their addresses and you visit their offices to apply.

3. Headhunter/Agency

They post jobs online too... They will conduct an interview and some exams.. If you pass they will endorse you to their partners(companies).. However, there are times that if you dont pass or if they dont feel confident with you yet.. They will send you to Free Training... anyway. i suggest that you apply to the Companies right away... You will just waste your time with some of the Agencies and not assured of the job yet...

OK... so there...

If you are in the office, They will ask you to wait, Prepare yourself and you will do the following:

Initial interview (if you were scheduled to go there and the initial interview was done over the phone, i guess no need for this)

since you are newbies: be prepared with questions regarding your resume/cv,

- Why do you want to work in a call center?
- Why choose it from any other job?
-Are you willing to work graveyard, shifting and holidays?
-Are you willing to render OTs?
-

Exams - normally its any of the 2 from the ff:

Speed Typing Test - atleast 25 words per minute (no worries, they have retakes ok?)

PC Exams- where you will be asked to answer gazillion questions hehe joke...asnwer them as quick as you can

Call Simulation - you will be asked to answer a phone call like a CSR (dont be nervous its perfectly fine)

Written Exams - More on grammar, comprehension, vocabulary, sometimes they add logic and math.it's reasonable so nothing to worry about..

After you passed the exams, you will be then endorsed to a Final Interview. its almost the same as the Initial Interview.

Some companies will ask you to go for another interview most of the time its with OM's...

If you Pass all this!!!

Congratulations!!:)

You will go for a Job Offer and undergo training by that time...

Just a heads up!!!

If you are eyeing for Telecommunications company like Globe, or Smart, Why not go for an international call center?? :confused:I'm telling you it's better... Plus you can get as much incentives as you can, well it depends on the company and account you will be placed to.

and also i would like you to know that TELECOMMUNICATIONS accounts are really toxic!!! so be prepared if you would like to be a part of it... But Its a good work experience if you have been to these accounts... I handled one before... it's crazy... :p
well to be honest most international call centers have the toxic accounts and i guess we have accepted that by the time we have decided to enter the Call Center world Right??...:bashful:

If you will be placed in a graveyard shift, Expect your lives to change!!... :hmm:You will see less of sunlight and be prepared to handle stress... Most of us are dying to have a 3-day straight of sleep... heheh :naughty:

That's it for now...*okay*

[alexis29]

for coff33_add!ct

Hello:) thank you for taking time to answer my queries. It was really informative plus I was a bit hesitant before because of what i've read here at pex Like you have to go through so many interviews (of course on my side I don't have clue of what I will go through since I was only interviewed for one time my entire working life)

But since you mentioned above what will be asked then that won't be a big problem anymore, right? :)

Call Center, I do hope to be part of one hehehe....

Last question most important for me at least...Is it worth taking the risk of working in one, of course we all would want a stable good paying job especially for a bread winner like me?


Thank you so much :D

[girlnextdoor25]

Being a newbie is not an issue. Not having prior "Call Center" experience is not an issue either.

At a minimum you must:
1) Present some form of proof that you are at least at a tertiary level of education (i.e. 1st year college);

2) Show proof or evidence during interview/exams of adequate communications skills (ability to successfully communicate ideas, answers, and information in a conversation);

3) Show proof or evidence of IT skills (Information Technology, i.e.-ability to use a PC, type, navigate the internet, etc...)

4) Have a clean background (no criminal record, good reviews/appraisals from references/previous workplace, no serious personal issues, etc...)

5) Show evidence of a good attitude and willingness to learn.

Start walking then start talking.
i agree :)

[coff33_add!ct]

for coff33_add!ct

Hello:) thank you for taking time to answer my queries. It was really informative plus I was a bit hesitant before because of what i've read here at pex Like you have to go through so many interviews (of course on my side I don't have clue of what I will go through since I was only interviewed for one time my entire working life)

But since you mentioned above what will be asked then that won't be a big problem anymore, right? :)

Call Center, I do hope to be part of one hehehe....

Last question most important for me at least...Is it worth taking the risk of working in one, of course we all would want a stable good paying job especially for a bread winner like me?


Thank you so much :D

:) You are very much welcome.. If you have more questions just PM me.. :bashful:

Also i agree with MarciCinnamon and girlnextdoor25 that it's not really a big deal...

Just a Tip!

Be confident! :bashful: ..

don't be nervous... they don't bite...

and show them that you can communicate well in English.

They are just testing you if you are fit for the job.

with your question... Its really up to you... for us.. it is worth it..
though it may be different if you'll be placed for a graveyard shift... You'll miss your family... to be honest there are times that im telling my brother i miss him since we haven't seen for ages.. he goes to school im in the office, once i get back home, he's gone... he comes home im gone... you know... your life will be the other way around...

but since you mentioned that you are a bread winner... This is a great opportunity for you to earn more (but of course higher taxes!!)and strengthen your communication skills. You just have to take the risk of a stressful life...

I just hope you'll be accepted with a good company and good working environment so as for you to enjoy it.

Just a reminder..

You must get the following:

Your basic salary which may range 12,000 - 16,000..

atleast Sick Leaves and Vacation Leaves (some have some dont)

Allowances (meal and transportation allowances)

For Graveyard shifts: Night Differential which is 15%-20% of your salary..im not sure... but you should have this!

Incentives!! (which will be based on your performance) that's really a nice add to your pockets... specially if you're on sales...

Upon Regularization:

for some companies they only give sick leaves and Vacation Leaves upon regularization...

Medical Benefits (HMO, Maxicare)

well that's mostly the things you should get... it will be discussed upon Job Offers...

It's up to you really... whether to accept or decline the offer...
Well when i was new... no time to choose... heheh

Good Luck!! *okay*

[Horcrux]

Hello I'm currently a 4th yr. undergrad student and I'm planning to get a part time job as a call center agent since I only have few units remaining and have lots of vacant time. Do you guys know a call center company that offers free training in the English language and basic call center skills etc? I have no work experience yet so I'm a bit nervous applying in companies without undergoing some sort of a training program.

[Frau Castor]

There's a free call center training in Trade Union Congress of the Philippines(TUCP) in adjacent to NHA in Quezon Circle. I forgot about the reqts so if you have free time just come by their office.
Good Luck

[aicute12]

Dude, samen, mataas ang attrition rate, basta marunong mag english at mag computer pwede na..:wave:

[MCPex08]

^ sa PS ba yan aicute12 or ACS?

[kulayorange]

hi guys more tips naman

just recently, i got my first mock call and i felt really bad kasi i got a low score in it. i passed but it was a low score. mahilig pa naman ako magkumpara kaya it kinda of sucks na mas mababa ako sa kasabay kong newbie.

what i hate is the fact that i always believed i speak english well. tapos ngayon, parang nashatter yung beleif kong yun.

so next week, baka daw mock call ulit. any more tips on these?
btw, call center virgin ako. so everything we are doing is so new.

[ironclad17]

some of the usual terminology in call center world:

avail / idle time - ito yung minutes na naka-avail ka na before receiving a call..you'll understand it when you get to ops floor

pitik - ito ang bawal sa mga call center agents..simply means avoiding taking calls...wag mo gagawin ito ok..

way-way or magic - ito ang mga scams or manipulating the system..normally, talamak ito sa mga sales agent ng mga call center companies..believe me..

monitored or recorded calls - hehehe obvious meaning its in the word itself..hehehe..

forgot na yung iba..ala na kasi ako sa call center world..hehehe..

any add-ups pls post it for kulayorange...

[LabuyoXVIII]

Yung sinasabi nilang pitik - teleportation or TOGGLE ang tawag sa ibang call center dun... huwag na huwag talagang gagawin especially kapag mainit ang mata ng monitor sa CMS ng call center niyo. Alam ito ng lahat... from vet agents to higher ops. As long as naging agent ka, alam mo ang kapag may pumitik. I was supposed to explain why agents do this kaya lang huwag na at baka magkaron pa ng idea ang iba at gawin nga ito.

To the call center newbies, especially those who think they speak english well... be open to new challenges. Iba din kasi ang communication skills required when speaking to Americans or other races for that matter. So, be adaptable to change. If at first you're shaky, that's normal. Lahat dinadaga especially on their first hour taking calls or first call. Good luck lang kung ang first call mo ay IRATE customer pa. Hahaha. That's just going to make your day.

[jple]

hi.. i am also a call center newbie,, i just had my medical yesterday, and mamaya na yung signing ng training agreement. im really scared with my new world. i used to do paper works kasi in my past jobs. d rin po ako ganon kagaling mg english englishan.. thank God pumasa lang po tlg :).. i just wanna have some tips and advise about their traning. i really appreciate anything na macocontribute nyo. thanks po.

[coff33_add!ct]

do you know which account you will be placed to?? i had an office experience and to tell you it would be totally different from paperworks and documents..