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footzyxxx21 · May 4, 2008, 11:01 AM

I left Teletech Cainta last February and now working as a Technical Service Representative for 24/7 Customer Philippines, Inc.

I left teleTech NOT because of my low salary. I worked there for 2 years for Accenture-AT&T. I loved TeleTech. I learned a lot of things there. I was not a techie person but they gave me a pretty good training for me to become an effective tech-support agent. The trainers were good and very nice. I earned a lot of experience and FRIENDS. My team was like my extended family. My TL became a really good friend of mine. I can say that TeleTech really helped me in a lot of ways. It was not a perfect company but for me it was still nice working there. It may not offer very high salary and compensation, it may not give big allowances and bonuses, it may not allot incentives for performing agents, it may not give annual appraisals and salary increases but the company itself was okay. I believe the bosses (who are based in the US and India) wanted only the best for its employees. They have a good vision and tradition, and they inculcated the sense of career growth of agents within the company.

Living these visions and beliefs, I became one of the best agents. My name always appeared on the "Wall of Fame" being a top-agent. Perfect attendance, High POSE scores, unparalleled FCR scores, My TL became really proud of me. He encouraged me to apply for a higher position though i thought I was not ready yet.

I was not the only one who was doing great. A lot of tenured agents made it to the top too. We became FLOOR-WALKERS (floor support) with no increase in salary. But it was okay because as floorwalkers we were able to help and train the newbies and take in sup-calls. I can say that 2007 was the Golden Age of TeleTech Cainta.

Everything changed when they started promoting Senior TLs as Managers. Somehow, we agents, felt that something was wrong. We know some people who were not good but were promoted, and We know some people who were really deserving to be OMs but didn't make it. We let it pass.

Upon learning that there was an opening for Product Trainer positions I applied. The initial interview was conducted by the trainers. They told me i did excellent and that they were looking forward to have me in their department. The final interview was conducted by the Training Manager. I actually didn't know the manager that much. I heard a few things about him but that was just it. There were 3 of us who applied for the same position. I didn't make the cut. I wasn't hired. It was ok with me.

But then I learned that the one who got the position was the manager's friend (who belongs to a younger wave). I realized that the rumors must be true then: Promotion in TeleTech is more of ***-kissing, being friends with the Managers, and being able to go out on gimmicks with them. I started to dislike it.

Since then I started incurring absences. One of the concerned and better OMs spoke with me regarding my absences. I told her in all honesty why I was losing my drive to go to work. She said she understood my situation and that they cannot afford to lose me as their agent. I was a performer and that the company needed more agents like me. She offered a 30-day vacation leave. I accepted it, I probably needed a break. Resigning didn't come across my mind... yet.

When I returned I learned even more shocking things about the company. They started promoting agents from the newer batches (who barely know anything about troubleshooting) as TLs, whereas the tenured ones (who had been working there for 2-3 years) remained agents. I couldn't believe their reasoning: "Kasi kung ipo-promote namin yung mga magagaling at tenured agents, mawawalan tayo ng performers, babagsak ang stats ng Cainta!" Wow! what an idea? So if you perform well, you will not be promoted because they need you to work like a horse to bring up the site's scores?

I decided to leave the company. It was really heart-breaking to hear their reasoning. It may not be coming directly from the Company's directors but whatever the managers say or do STILL reflects the whole company.

As I've said, the Company itself is OK. The idea of career growth is fantastic, if only they had hired good people to be managers, If only these managers lived up to the company's ideals, if only they had taken good care of their agents, especially the tenured ones who would probably choose to stay for years despite the low salary if they had given them something to look forward too.

The latest I've heard about TeleTech Cainta is that they are hiring a lot of agents now because most of its Tenured Agents resigned already. Some of its agents went to TRANSCOMM-Tiendesitas and some went to 24/7 CUSTOMER PHILS-Makati (including me). Some became TLs and QAs in other companies like IBM-Daksh and Sitel. I also learned that TeleTech-Cainta's Metrics are going down since most of its agents now are newbies. I also heard that the management became more strict with regard to computer resources, No internet access, even the internal ones, they even blocked computer applications such as notepad and media-player. The only things that you can pull-up on their computer are the documentation tool and the not-so-good simulator and AFSS.

WE have moved on and we are happy now with the path that we've taken. I am still grateful to TeleTech. The technical skills that I am now using here in 24/7 Customer Phils, I owed to TeleTech and its Trainers. Now I am earning DOUBLE the pay TeleTech used to give me.

The SUCCESS and/or DOWNFALL of a company hinges on its EMPLOYEES. TeleTech-Cainta's downfall is due to the UNDERVALUE of its HARDWORKING EMPLOYEES. TeleTech is now my PAST. I can only look back and see its name on my resume under "Previous Employer"


May 4, 2008, 11:01 AM	#2233
footzyxxx21 Changed Seeker Join Date: Feb 2005 Location: Santa Monica Blvd	I left Teletech Cainta last February and now working as a Technical Service Representative for 24/7 Customer Philippines, Inc. I left teleTech NOT because of my low salary. I worked there for 2 years for Accenture-AT&T. I loved TeleTech. I learned a lot of things there. I was not a techie person but they gave me a pretty good training for me to become an effective tech-support agent. The trainers were good and very nice. I earned a lot of experience and FRIENDS. My team was like my extended family. My TL became a really good friend of mine. I can say that TeleTech really helped me in a lot of ways. It was not a perfect company but for me it was still nice working there. It may not offer very high salary and compensation, it may not give big allowances and bonuses, it may not allot incentives for performing agents, it may not give annual appraisals and salary increases but the company itself was okay. I believe the bosses (who are based in the US and India) wanted only the best for its employees. They have a good vision and tradition, and they inculcated the sense of career growth of agents within the company. Living these visions and beliefs, I became one of the best agents. My name always appeared on the "Wall of Fame" being a top-agent. Perfect attendance, High POSE scores, unparalleled FCR scores, My TL became really proud of me. He encouraged me to apply for a higher position though i thought I was not ready yet. I was not the only one who was doing great. A lot of tenured agents made it to the top too. We became FLOOR-WALKERS (floor support) with no increase in salary. But it was okay because as floorwalkers we were able to help and train the newbies and take in sup-calls. I can say that 2007 was the Golden Age of TeleTech Cainta. Everything changed when they started promoting Senior TLs as Managers. Somehow, we agents, felt that something was wrong. We know some people who were not good but were promoted, and We know some people who were really deserving to be OMs but didn't make it. We let it pass. Upon learning that there was an opening for Product Trainer positions I applied. The initial interview was conducted by the trainers. They told me i did excellent and that they were looking forward to have me in their department. The final interview was conducted by the Training Manager. I actually didn't know the manager that much. I heard a few things about him but that was just it. There were 3 of us who applied for the same position. I didn't make the cut. I wasn't hired. It was ok with me. But then I learned that the one who got the position was the manager's friend (who belongs to a younger wave). I realized that the rumors must be true then: Promotion in TeleTech is more of **-kissing, being friends with the Managers, and being able to go out on gimmicks with them. I started to dislike it. Since then I started incurring absences. One of the concerned and better OMs spoke with me regarding my absences. I told her in all honesty why I was losing my drive to go to work. She said she understood my situation and that they cannot afford to lose me as their agent. I was a performer and that the company needed more agents like me. She offered a 30-day vacation leave. I accepted it, I probably needed a break. Resigning didn't come across my mind... yet. When I returned I learned even more shocking things about the company. They started promoting agents from the newer batches (who barely know anything about troubleshooting) as TLs, whereas the tenured ones (who had been working there for 2-3 years) remained agents. I couldn't believe their reasoning: "Kasi kung ipo-promote namin yung mga magagaling at tenured agents, mawawalan tayo ng performers, babagsak ang stats ng Cainta!"* Wow! what an idea? So if you perform well, you will not be promoted because they need you to work like a horse to bring up the site's scores? I decided to leave the company. It was really heart-breaking to hear their reasoning. It may not be coming directly from the Company's directors but whatever the managers say or do STILL reflects the whole company. As I've said, the Company itself is OK. The idea of career growth is fantastic, if only they had hired good people to be managers, If only these managers lived up to the company's ideals, if only they had taken good care of their agents, especially the tenured ones who would probably choose to stay for years despite the low salary if they had given them something to look forward too. The latest I've heard about TeleTech Cainta is that they are hiring a lot of agents now because most of its Tenured Agents resigned already. Some of its agents went to TRANSCOMM-Tiendesitas and some went to 24/7 CUSTOMER PHILS-Makati (including me). Some became TLs and QAs in other companies like IBM-Daksh and Sitel. I also learned that TeleTech-Cainta's Metrics are going down since most of its agents now are newbies. I also heard that the management became more strict with regard to computer resources, No internet access, even the internal ones, they even blocked computer applications such as notepad and media-player. The only things that you can pull-up on their computer are the documentation tool and the not-so-good simulator and AFSS. WE have moved on and we are happy now with the path that we've taken. I am still grateful to TeleTech. The technical skills that I am now using here in 24/7 Customer Phils, I owed to TeleTech and its Trainers. Now I am earning DOUBLE the pay TeleTech used to give me. The SUCCESS and/or DOWNFALL of a company hinges on its EMPLOYEES. TeleTech-Cainta's downfall is due to the UNDERVALUE of its HARDWORKING EMPLOYEES. TeleTech is now my PAST. I can only look back and see its name on my resume under "Previous Employer"