Like what I have mentioned on my previous blog I will start posting my travel adventure after I stopped blogging.
This is my first year working on a BPO company. I am a Customer Care Agent on one of the telecommunication company in the United States. Yes! If you're from the USA, and you're carrier is the company that I worked for maybe we've already talked. haha!
Since we work on a graveyard shift, on weekends and during holidays. One of the most popular activity we do during our day-offs and after payday is to have a team building. This is a good way to bond with your teammates for you to know them better. Because on a call center environment change is constant. Meaning you may have different teammates after a few months.
This is my first call center job. Yes! I am a call center "VIRGIN" in layman's term. I am lucky as well because even I am a virgin in this industry I was hired on this line of business. Because the four major telecommunication company in the US is the hardest account in the BPO industry. To those who doesn't have a experience in the BPO industry the reason why telecommunication account is hard because there are more metrics that you need to maintain. We have customer survey to make sure we are providing the best customer experience. We have average handling time to maintain meaning we cannot talk to one customer for a long time we need to resolve the issue as fast as we can but we need to make sure that the quality is there. As customer care agent we also need to make sure that when we resolve the issue of the customer we need to make sure that there are no underlying issue that will make the customer to call us back within the next 7 days. Those are the 3 most important metrics but we have more and I don't want to really discuss all these things here. I just want to give you an overview why I became busy in this field and did not have time to blog for the past 3 years.
