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Thursday, July 3, 2014

Upcoming Job Fairs This July

A lot of my friends are currently unemployed right now and I’m doing my best to help them. I’ve been revising their resume and sending these to BPO companies. Good thing there are 2 upcoming job fairs this July – 1 in SM Megamall (which is very accessible from our current location in Pasig City) and the other 1 in Marikina City.

I’ve been suggesting to my friends to try applying in BPO companies since the hiring process is fast (just 1 day). I hope they’ll land a job soon.

Job Fair July 8-9, 2014 Megamall

This job fair in SM Megamall on July 8-9, 2014 is mainly sponsored by DZRH.

Job Fair July 16-17 Marikina

This job fair in Marikina Riverbanks is mainly sponsored by BPO Hot Jobs and OFWHJ.

Saturday, February 22, 2014

How To Delete Browsing History In Chrome

The Google browser Chrome is quite popular these days that we are getting quite a number of US customers calling in regarding an issue with their browser. As a general rule, when we can ping the website but it still can’t display the website, we reset the browser (Internet Explorer, Firefox, Safari) to the default settings.

Deleting browsing history is the same as clearing cache and cookies. How do we delete browsing histories in Chrome? Follow these simple steps:

1. Open Chrome, erase everything on the address bar, and type: chrome://settings then press Enter.

2. Click on Show advance settings

3. Click on Clear browsing data

It’s that simple. I hope this will help my newbie co-workers.

 

reset chrome

 

reset chrome 2

Thursday, February 13, 2014

SkyDrive Will Now Be OneDrive

OneDrive

I got an email from Microsoft advising me of the re-branding of SkyDrive – their equivalent of Dropbox or Google Drive. SkyDrive will now be known as OneDrive. Here’s the content of the email:

A good change is on the way

In the coming weeks you'll notice a change happening. SkyDrive will become OneDrive, an even better place to store and share your favorite things across all of your favorite devices. But don't worry, during this transition you'll still be able to access all of your photos, videos, documents, and files.

OneDrive. It's everything you love about SkyDrive and more.

And it's coming soon.

Thursday, January 23, 2014

The Curious Case of Allan Jay Narciza Marshall Jr.

I’ve been working in the call center industry for almost 7 years now. This is the first time that I met a Filipino-American that actually worked for the BPO Industry. His name is Allan Jay Narciza Marshall Jr. He was my co-worker in a call center in Libis and we met him last December 2013.
Allan Jay Narcisa Marshall 2
During our brief 1-month experience as co-workers, he mentioned that he worked for Transcom (Comcast Billing account) as well as Sitel. He stayed in Transcom for 1 year. He also mentioned that he worked for McDonalds in the US and also worked as a waiter. He’s full of drama whenever he talks about himself (which we don’t care and we don’t ask).
Why is he working for a call center here in the Philippines when he’s an American citizen? That is actually what’s curious about Allan Jay Narciza Marshall Jr. Based on what he told me during our brief period as co-workers, he went for a vacation in the Philippines a few years ago with his dad (an American) and mom (a Filipina) and fell in love with a Filipina. They had a child. He returned to the US with his mom and dad before his parents got separated. He returned to the Philippines and settled in Pasig City to be with his wife and son. He’s been in the country since then.
During class, he is always bragging about his dad who went back to college to study Information Technology. He obviously didn’t inherit any interest in IT. He also mentioned that his mom has a separate home from his dad and that his dad lost a fortune during the separation. He could go on and on for hours retelling us his story, which most of us don’t care because our first impression of him was arrogant.
Allan Jay Narciza Marshall Jr is good-looking but he’s short. He’s only about 5’5” in height in spite of having an American dad. He’s fair and wears a pair of glasses. He’s into physical fitness and he’s obsessed on how good-looking his muscles are. Unfortunately, his brain is not proportional to what his body is. I even told him directly that he should also flex his brains not just his muscles.
He was an average student during our Communication and Culture Training Class particularly with English Grammar. It’s quite ironic since he grew up and studied in the US. He was also struggling with our Product Specific Training Class. In fact, he barely understands the topic about DSL connection in spite of the fact that it’s being taught in English.
In our class, he is referred to as a sea urchin who evolved into a human being, or someone who has the brain of a dinosaur. He is even called Yogi Bear, which is smarter than an average bear. Other cat call that was thrown to him was “That’s My Boy”.
What makes him different in our class (except from his inability to cope with the technical training) is his arrogance and being talkative. He’s always bragging that he can always go back to the United States and work in better jobs than the call center. He is insisting that he’s staying here in the Philippines because he wanted to be with his son. I asked him why not bring his family to the US instead, but he is saying that he lacks the money to process their Green Cards and to pay for the airplane fare.
He can also get easily pissed off, curses a lot especially during exams. In fact, during the final exam for Product Specific Training, he was so stressed about the exam that he went frequently went to the bathroom. Someone was asked to assist him with the exam but he ended up demanding for the answers instead and cusses a lot. He failed the exam with a score of 65/100 in spite of the help and I believe our trainer spoke to him about the process of clearance.
I got so curious with his personality and where he’s getting all the arrogance, attitude, anger, angst and drama that he has. I tried to search for him on the Internet and found only two results – one is his Facebook account and the other is a post on a forum.
In February 1, 2013 he posted the following on Go Army:
Hi my name is AllanJay  Marshall. I am 22 years old, a high school graduate, and a U.S. Citizen. I currently reside in the Philippines and I would like to enlist in the U.S. Army. Is there a way I could get in touch with an Army recruiter in order for me to take an ASVAB test?
Thanks in advance.
Allan Jay Narcisa Marshall
On his Facebook page, his last post was also dated February 1, 2013. According to his profile, he works for XTRM 1-11, studied at Job Corps and lives in Pasig City. He’s from Oakland CA and is married to Dale Bautista Marshall.
He’s also into multi-level marketing and is currently connected with XTRM 1-11 Inc. This is an organization of different backgrounds, specialties and age. They promote Financial Freedom for everyone who is willing to be coach and trained, which is what all multi-level marketing company is saying.
Allan Jay Narcizsa Marshall Jr was born on June 23, 2011 by the way.
He was a graduate of Job Corps, which is administered by the U.S. Department of Labor. Job Corps is the largest career technical training and education program for low-income young people ages 16 through 24 in the United States. Job Corps is a U.S. Department of Labor Equal Opportunity Employer Program.
For those head hunters that would eventually find him applying for a new job in the call center industry, be warned of his attitude, arrogance and impotence when it comes to technical things. I even doubt that he really worked for Transcom as a Billing Agent. He probably made it up. In spite of the fact that he’s staying in the country for more than a year, he is still not assimilated to the culture of the country. He still thinks himself as superior to everyone else simply because he’s an American living in the Philippines.
For the relatives of Allan Jay Narciza Marshall Jr, this is the best venue to shed some light on his attitude. Was he a victim of domestic violence at home? Was it simply a bad upbringing in the United States? Where is he getting all the arrogance and bad attitude that he displayed in our call center during his brief stay? Please help us find answers to The Curious Case of Allan Jay Narciza Marshall Jr.
These pictures were taken from his Facebook page.


















Thursday, November 14, 2013

Top 15 Call Drivers for Billing

Sorry for the lack of blog posts about Technical Support issues. Our technical account was (unfortunately) transferred to another BPO. Good thing we were given another account although it’s Customer Service/Billing.

CustomerService-shutterstock

This is my first Customer Service account and so far, here are the issues that we normally handle:

1. Customer is asking “Why is my bill so high?” This requires a detailed explanation of the bill. On most case, the customers don’t have a copy of the bill with them. They just heard about their outstanding balance from the Interactive Voice Response (IVR).

2. Customer wants to make a payment arrangement. We put documentation on the account on when customer will make the payment.

3. Customer wants to lower down his monthly bill. We rebundle the services or we look for another promotion since the current one has roll-off)

4. Customer wants to enroll to auto-pay. We get the Credit Card details and we save it on the customer’s account

5. Customer needs to reprint his bills (via snail mail). We process a Ticket for this.

6. Customer needs to downgrade their package (usually by removing the phone service, TV or Internet). We transfer the customer to Retention/Loyalty Department.

7. Customer needs to upgrade to Triple Play (usually, we add phone service). We rebundle the package (or customers services).

8. Customer is asking “When is my Due Date?” or “How much should I pay now?”. This is easy. It’s usually 20 days from the Print Date (of the Bill). However, this question could also lead to Top Call Driver #1.

9. Customer is saying that his phone (or TV, Internet) is not working. This is a misrouted call. We transfer customer to Technical Support.

10. Customer wants to apply for a phone service. This is a misrouted call. We transfer customer to Sales.

11. Customer wants to cancel all of his services. Misrouted call. We transfer customer to Retention (Loyalty).

12. Customer is disputing the Late Fee / Tech Install Fee. We usually provide the Credit.

13. Customer’s checking account was charged with the Comcast bill but it’s not showing on the Ledger (Account). We file a ticket for this for payment review.

14. Customer is complaining about “hidden charges” that were not disclosed by the Sales Representative i.e. if the monthly bill includes taxes and equipment. This one is a hard one but I normally repackage the service.

15. Customer has more than 1 account and they made a payment to the inactive account. Customer needs to apply the payment to the active account. We usually file a Ticket for this.

Our current account is one of the largest TV, Internet and Phone company in the US. This account is the best place to deliver Customer Service skills and Sales expertise. Most of the time, customer is irate because they’re not expecting an increase in their monthly bill.

Unlike here in the Philippines wherein a package like Internet for example, includes the Taxes in the quotation of the Sales Agent, in the US it’s a different story. They usually quote the base price and adds “Plus Taxes”.

Another major difference is that in the US, they usually have promotions that last 3, 6 or 12 months. So their first year bill may be different from their 2nd or 3rd year bill. Here in the Philippines, the package that you applied 3-4 years ago would stay the same unless you terminate the service (or the ISP terminates the service).

These are some of the things that makes me happy as a customer of local ISP. My package/plan never increased in the past 3 years and I rarely call to dispute a bill.

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Sunday, November 10, 2013

“Fibr: Home’s Most Powerful Broadband”

I saw the latest Fibr commercial and I thought of creating a character that is inspired by what Fibr can do.

I will create a character named Fibr Packet that will have all these powers.

If you were to create a character inspired by Fibr, what special skills would he have?

If I were to create a character inspired by Fibr, I would create a character that could be a packet – the smallest data in the Internet world. In tech support for DSL connections, we learned that data are breakdown into packets and travels the World Wide Web through routers, modems and Wi-Fi signal. I would name my superhero character Fibr Packet and he’ll have the following abilities:

· Reduce his size into that of a packet – and will have the ability to travel anywhere on the world that is connected to the Internet. He can be at my room, reduce his size, travel through my broadband signal, and be in Europe for example.

· His power to travel is not limited to computers that are connected to the Internet but to any gadget that is connected to a router – whether it’s a smartphone or a tablet – through wireless connection (Wi-Fi).

· Be able to control any gadget that has a chip or SIM – from smartphones, to laptop, to TVs, alarm system, CCTV. That’s almost all the gadgets we have today.

To make it easier for you to imagine how my character Fibr Packet would look like – think of The Atom and Cyborg combined. Having these two abilities – be able to reduce size to that of a packet and be able to control any device that has a chip – would be pretty awesome in any situation.

Since my character can reduce his size to that of a packet, he’ll also have access to all the information on the Web. He’ll have access to Fibr, Home’s most powerful broadband, allows you to seamlessly and simultaneously experience the following:

1. Browsing of multiple websites

2. Stream hundreds blockbuster movies on-demand from Clickplay

3. Watch Cignal Digital TV Channels

4. Available now in over 800 fiber-powered villages nationwide

5. Visit www.pldthome.com or call 101-FIBR (3427) for more details.

fibr logo 2013

Friday, June 28, 2013

Firefox Released New Logo

Firefox, the best browse in the world, recently released their new logo, on their blog. Well, it’s pretty much the same logo but with enhancement on the details.

Check out the following information regarding the new Firefox logo.

the new firefox log

See the difference?

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