ALL ABOUT BPO FIRST PAGE
Ano ang unang dapat mabasa ng isang aspiring call center applicant para hindi siya maligaw sa mga misinformation ng
ibang rambulan page?
Concern ka sa relative or kaibigan,
ito ang una mong ipabasa sa kanya.
COVER:
[Link]
BPO is abbreviated as Business Process Outsourcing. When a company wants its non-core work to be done by an expert
at cheaper costs then they outsource their work to other country, which is called Business Process Outsourcing.
How does BPO works in tagalog
Example company sa America ay T-Mobile Phones, Epson Printer, Suntrust Bank, Amazon Store, etc.
Ngayon, umupa sila ng call center para tumulong sa customer service hotline nila like Convergys, Teleperformance,
Alorica, TeleTech, etc.
Ang tawag natin sa kanila ay client/account.
Ang tawag sa naging kalakaran between Philippines and America ay BPO.
Sa Call Center kami nagttrabaho at kaya nagkaroon ng Call Center ay dahil nag OUTSOURCE sila (BPO)
What is a Call Center
Call center is a customer care center where calls are handled in large numbers. There are two types of call centers,
Inbound and Outbound. An inbound call center is where calls are handled keeping the customer care in concern, and
customer associate will only receive calls. While in outbound call center the calls are done by the associate for product
inquires or sometimes sales related.
Job Description | Responsibilities:
As a customer service representative, You will answer questions and inquries about products, customer’s account and
explain about what’s going on.
For technical support, the customer will call you because their gadget, applicances or account is broken.
As a chat support, you’re going type your response instead of saying it.
For email support, you will send your response in a form of email.
For outbound, you’re the one who’s going to call the customer to offer something.
Attributes | Qualities | Traits:
• Being professional
• Team Player
• Courteous
• Cheerful
• Friendly
• Helpful
Customer Satisfaction
Any business depends upon the quality of the service offered to the customer. To do so, you need to understand the
customer’s need and their problems. You have to think from their point of view and try to meet their demands and
requirements. This is what “ Customer Satisfaction” is.
Key to Success in a Call Center
A call center is all about providing quality service to customer. If you are patient, good at handling customer well and
offering a good service then you can be successful in call center.
Do you know how to use a Computer
Most of the time they usually ask for basic computer skills, but if the job demands more computer work then they will
hold a computer exam to check your computer skills.
Procedures to follow in a Mock Call
Greet Customer
Introduce yourself to customer
Ask customer how you can be helpful to him/her
Listen to the customer patiently
Try to help the customer with best possible solution
Cross check with the customer if he/she is satisfied with the solution
Make sure whether customer need any further assistance
Your Strength
This is the common question, you might face in any interview. So, prior to interview do your homework and jot down
your strengths like subject knowledge, computer skills, communication etc. Also, how you can relate your strength to
your current job. For example, you have a good hold on some language, or you have some good marketing skill or having
ability to convince other.
Why we should hire you for our company?
This question is an opportunity for you to showcase your talent and skill. You can convince the interviewer by bringing to
their attention your talent you got and depict how perfect you are for that job. Also, you can mention some innovative
ideas or concept that can help increase the organization profitability and credibility.
Are you comfortable working in night shifts?
Always answer this question as yes, as the majority of the outsourcing work is done according to the country timeline
from where the work gets outsourced in which case it is night shift most of the time. It also shows your willingness and
interest towards the roles and your approach towards the job.
Plans in working abroad or to continue your study?
Always answer this question as none, don't give them the impression that you're just going to use the company and
you're going to leave them soon after you get the salary.
Where do you see yourself after five years?
The perfect answer for this question should be like “ In five years from now I want to see myself at responsible position
where my company see me as valuable assets and at the same time to grow with the company”.
How will you enjoy working in a call center?
As I am an extrovert person and I like to interact with people, call center job is a perfect for me. I like to resolve
customer’s queries and face the challenges positively. Also, the pace of work in call center and team members
friendliness always motivates me to work for call centers.
Una sa lahat, pwedeng pwede po mag apply sa BPO industry ang walang experience dahil wala naman samin ang
pinanganak na may XP agad.
PROOF:
[Link]
MAG UMPISA SA MABABA
Naalala ko yung hirap ko noong sa Robinsons pa ako nagttrabaho. Kahit na promoter ka ng isang produkto, kahit na yung
ang job description mo, kailangan mo pa din makisama pagdating sa store.
Kailangan mong mag walis ng floor, mag punas ng module at maglampaso pag may malagkit sa tiles.
Ang dami ko pang nakaka away kasi masama tingin sayo nung ibang diser pag sa produkto mo bibili yung customer.
Kahit yung hindi mo naman amo, inuutusan ka. Pantay pantay lang kayo pero kailangan sumunod ka pag may inutos.
Sobrang nasunog din yung braso ko noon dahil pag bumili ng TV yung customer, kailangan mong ihatid yan hanggang sa
sakayan or parking.
10-4 yan pag nagbigay ng bente or 50 pesos kung sswertihin pero pag thank you lang, eh nganga. Umiiyak ka pabalik ng
store sa aircon.
So init lamig yan lalo na pag nautusan kang magpamigay ng flyers sa entrance. Pawisan ka tapos papasok ka sa malamig.
Pati pagdating ng delivery, mula sa likod ng truck bubuhatin nyo yung mga box papasok ng warehouse.
Alam ko konti lang yung maniniwala pero yung mataas na ref, kayang kaya kong ipasan sa likod ko yan noon at pag
washing machine mani na lang sa’kin yan.
Hanggang sa dumating na nga yung time na kinausap na ako ng asawa ko dahil hindi sapat yung sweldo ko.
Imagine.. P8,000 lang ang sweldo ko.
So tangina magkano lang per cut-off nun may kaltas pa ng agency. Kaya 3,600 na lang natitira.
Pero ewan ko nga dahil noon naman parang ang saya saya ko na pag smsweldo ako. Nakakabili ako ng 2 bote ng
Redhorse at ihaw ihaw pag pauwi.
Ang downside nga lang, eh hindi ko nabibili yung mga kailangan talaga ng anak ko.
So ayun naghanap ako ng ibang mga hiring. Wala pa sa isip ko yang call center na yan and as a matter of fact, hindi kasali
ang BPO sa plano ko.
Nagtatanong ako sa iba kung OK ba sa Department Store, nagtatanong din ako sa Promoter ng Samsung at sa Carrier or
kahit sa Midea.
Lahat ng hiring inapplyan ko na. Kahit sa OPPO umattend pa ko ng interview sa Pampanga at sa Home Credit. Kasi Manila
Rate nga daw aabutin ng P12,000 yung sweldo.
Feeling ko bumagsak ako sa interview nung tinanong ako kung willing akong ma assign sa malayo.
Pero alam nyo ba guys, laking pasasalamat ko dahil hindi ako nakapasa. Dahil kung nakapasa ako, malamang sa mall pa
din ako nagwwork.
Usapan lang naman namin ng asawa ko eh yung kahit papaano eh lumaki ng konti yung sweldo ko.
Kundi Promoter ng OPPO baka sa appliances pa din ako pero naka upo na sa desk ng Home Credit.
Hanggang sa may nakapag sabi sa akin na hiring sa call center na itry ko daw. Sympre nung una ayoko kasi alam kong
puro English dyan at alam kong hindi ko kaya.
Wala na nga akong experience, napaka choosy ko pa nung panahon na yun.
Lahat ng malalaking sweldo inapplyan ko non.
Nag boarding house ako sa Caloocan tapos para akong gago na puro BGC yung inaapplyan ko.
Nag apply ako sa William Hill kasi Chat Support pero tangina naka 2 beses akong pabalik balik dun napaka haba ng
process.
Nag apply ako sa Arriva Medical kasi nakita ko P25,000 ang offer. Pag punta ko dun, hindi nmn pala ako qualified.
Nag apply din ako sa Telstra kasi Dayshift tapos malaki din yung sweldo, ayun bagsak kasi mahigpit sa pronunciation.
Nag apply din ako sa ePerformax kasi sabi earn up to 35k daw. Pagdating ko don 16,000 lang ang sweldo for 100 days.
Biktima ako ng “Earn up to”
HSBC tapos dalawang question pa lang naitatanong bagsak na agad.
Google Sykes pagdating dun iba pala yung hiring.
at madami pang iba.
Alam nyo hinuli ko yung Alorìca kasi alam ko na mababa lang yung sweldo.
Hindi ko alam na yung pala yung magbibigay sa akin ng chance na makapasok sa BPO industry.
Natutunan ko na:
wag mamili ng account
wag demand ng sweldo
wag mamili ng company
Kasi alam nyo ba magiging problema nyo pag may 6 months experience na kayo sa BPO?
Mahihilo kayo.
Sa sobrang daming opportunity na dadating pag may experience ka na.
Nandyan yung maririnig mo na.
Uy mas maganda daw dun. Uy mas malaki daw offer dun.
Ikaw na mahihirapan mamili pag may experience ka na.
afni, tdcx teledirect, Wells fargo, JP Morgan Chase, Manulife, QBE, Tata Consultancy, HSBC, Citibank, ANZ, Amazon, Visa,
etc.
Sa ngayon ang i aim mo lang yung magkaroon ng call center experience.
Sumunod ka sa payo ko para hindi ka na magkamali at hindi masayang yung time mo.
Basahin mo lahat ng nasa “Topics”
Ang proseso sa call center chronologically ay:
1. Apply
2. Interviews
3. Training
4. Work
5. Earn
Hindi pwedeng mauna yung isa sa kanila.
Tulad ng iba, nag umpisa lang din ako sa mababa:
[Link]
BAKIT KA BA NANDITO:
[Link]
APPLY
Kung totoong naghahanap ka ng trabaho,
Dapat ito ay hinahanap mo.
Hindi bibig ang pinanghahanap.
Dito sa group, pinagsama sama ko na lahat
ng hiring at ito ay nasa Announcements.
Impossible nyong hindi makita yung ”Announcements”
kasi pag land mo ng Home Page ng Group, 2 inches ka
pa lang nakakapag scroll down ay makikita mo na agad.
PANGET SA CALL CENTER:
[Link]
INTERVIEWS
kailangan may idea ka sa mga itatanong sa interview,
napaka swerte nyo dahil pinagsasama ko na din yung
mga tips at sample job interview questions.
INITIAL INTERVIEW:
[Link]
Initial Question:
On scale of 1 - 10 and 10 being the highest,
"How you rate yourself on communication skills?"
I rate myself 3 because I lack communication skills either in speaking Tagalog or English. I find it hard to express
my opinions or suggestions because I have an introvert personality. But as time goes by I learned that I have to
practice speaking with others I’ve known or not, that’s the way for me to enhance it.
“What makes you to apply here?”
It is because I badly need a job that will make me productive and grow as well. I cannot deny the fact that I badly
need money for my family to survive at this time of crisis. Being in a difficult situation makes me realize that I
should try chasing my goal even though it is way too big and far to reach. Working in a call center seems
challenging but I can overcome it by making it up myself into this initial step. And yes I have been longing to land a
job as a call center agent here in your company.
The reason why I applied here because I heard from my best friend one of your employee that this company of yours
is the best stablished company that can provide me a stable job. And where I can improve my skills.. also I can have
fun while working. .. This is very interested Company.
"What is your greatest dream?"
My greatest dream is to become a successful employee or a professional agent. I can be able to provide a
comfortable life for my family and secure a home for us. Simple, yes, but that's what I wanted.
"Introduce yourself without using any information here in your resume?"
"Based on your skills and talent, how much is your expected salary?"
If it is base from skills and talent I rate my salary to 15k to 18,000/ a month but being aspiring agent it depends on
company what range they can offer to me is really fine.
As a newbie in this industry I'm not expecting big salary. Im okay with what this company offer to me. As long as I
can support the needs of my family.
"What is an excellent customer service?"
For me, providing the best solution that customer needs, and giving them a good attitude so that the customer
satisfied with your service, is the excellent customer service.
In my own understanding, customer service is the provider of the solution or the answers for the customer or clients
complain.
Which of the following is the most important and why?
A ) knowledge
B ) health
C ) money
D ) time
Health is the most important among the 4 choices because if you're healthy, you are capable to work properly. You
can focus your job and your goals by having a healthy mind also. I can provide the needs for myself food, clothes
etc. and for my family as well. The second important is time. We should learn to manage our time to balance our
lifestyle and career.
knowledge is the most important to me if you dont have this , how can you handle about your health , money , and
time , so you need to be smart and have experience in your life to make our life better
"Why do you want to work in a call center industry?"
I want to work as a call center agent because I deadly believe that this Field can help me so much to improve my
skills of communication and to give me more inspiration in life.. This Industry is the best kind of job than less. That's
why I darely want to work with this Company that can give me a beautiful journey in life.
"What is your weakness?"
TIPS:
Choose a real weakness.
Choose a weakness that relates to the job you're interviewing for.
Explain what will you do to improve.
As a newbie in thid industry, I will say that my weakness for now is my english communication skills. I'm
not really fluent in english.
I can improve my english communication skills by practicing it everyday. By reading english books and also
by watching english tv shows.
"If you won the lottery jackpot prize of 900M, are you going to start an entirely new life?”
If I will become millionaire I'd rather choose my old life. To stay the same lifestyle . But helping others is one my
goals I will come up with a charity or organization where I can put some of my money . I will help them by donating
stuffs like food, medicine etc.
If I will become a millionaire,I will still be at it is,Theres nothing to change in me and if I have a job,I will not resign
because its just money while having a job is lifetime experience no one can take from you and you can learn from it
“What are your areas of improvement?”
My areas of improvement is the weaknesses that I've said because I'am really dedicated to work.
“What is the happiest moment in your life?”
Everytime I get to accomplish something, whether it be big or small, those are the things that matter and become one
of the happiest moments in my life.
“What will make you qualified to work in a call center?”
I believe that communication is the key toward success. Being in a customer service is more than just talking and
[Link]'s more likely hearing and listening and to be able to give solution to every concern of the customer .And
as for me talkative, friendly and goal-oriented person.
-The eagerness that I have to learn new things and making sure that I will able to give all my best if I ever get hired,
will surely be a big help to this company.
“What kind of preparation did you do before you apply here?”
My preparations are I always do lots of research in your company,your goals how it works,I prepare usual
questions,any possible questions that I have in [Link]'s all.
"What is your role and task from your previous job?"
“Why we should NOT hire you?”
You should not hire me if your not looking for someone who are willing to learn, hard working, honest and
dedicated employee.
"What are your hobbies, favorite sports or activities?"
“What is the best thing that happened to you this year, did you achieve something, are you able to establish
something or did you invest on something, what are the things that you are thankful for or what are the things
that you are able to buy?”
Waking up in the morning with my complete and happy family is the most precious moment that happens to me
everyday. Because this pandemic makes me realized that being with family is the most important thing.
the best things that happened to me this year is i know now how to speak basic english and i am thankful for that
because last year i practiced and not good at it .. i invest my time watching english movies and practice and now i
can feel that i am good at it
"What are your strengths?"
Patience. I have so much patience in me, which I believe will be my strongest positive attribute. I strongly believe,
even if an agent knows how to communicate well, or has knowledge with the products, being patient would give
customer service representatives huge advantage in creating the best experience in providing service to every
customer.
“Give me a job that makes our country rich.”
I believe that one of the jobs that make our country rich is being part of the BPO industry. Companies under the BPO
industry are being paid by foreign businesses in dollars, which contribute to our country's coffers.
"From what you understand,
Why do they need Call Centers?"
They need call center agents because they need someone who's good at handling inquiries and problems about
specific thing , they also need good services that they can trust because being a call center agents is not about being
with this job but also taking good care of your customers , making sure that you will able to answer every questions
that they ask or assist them on things they didn't know about .
"From what you understand,What is a call center agent and what is the role | job description?"
The role of call center agent they handle a volume of calls and give a solution to our customers accordingly to their
needs.
"How did you get here?"
I get here for a job,Having a new experiences is inviting for me and how to help people is my [Link] a ccr is
aperfect job wherein I can boost my self esteem, boost my speaking skills, helps people at the same time helps my
family financially,thats all.
"What makes you busy for the past 6-12 months?"
For the past 6 months I’ve been busy taking good care of my parents in our province …..
"What do you mean by customer satisfaction?"
Customer satisfaction for me is that you assist the customer very well and you give all your best to give them the
solution they wanted to .
"What is your expectation from the company?"
I expect that I will grow more here with a safe working environment and a fair treatment to all the employees
working in here
“What is customer service?”
Customer Service, is a way on how we address customer's inquiries and concerns. And how we execute properly the
flow of our calls, to have their satisfaction is our main goal.
BEHAVIORAL INTERVIEW:
[Link]
SITUATIONAL INTERVIEW:
[Link]
FINAL INTERVIEW:
[Link]
OUT OF THE BOX QUESTIONS:
[Link]
ONLINE EXAM:
[Link]
pero nasa 40% pa lang yan ng dapat mong malaman sa
B
P
O
industry.
Yung kumpleto ay nandoon talaga sa Topics.
1. Click All About BPO
2. Go to ( Topics ) Tab
Kung hindi mo makita sa phone mo, ask your friend, tingnan mo sa kanya kung nakikita nya sa phone nya.
TRAINING
Pag nakapasa ka sa interview,
Aattend ka lang ng training sa call center at ang
pinaka mababang sweldo sa isang araw ay P700
Concentrix
Teleperformance
Alorìca
Teletech
iQor
SiTEL
Ang pasok po sa call center ay 23 days lang!
700 X 23 days = P16,000
Wala pa dyan ang night differential na umaabot ng
P1,500
This is for Metro and Mega Manila.
Except sa province. Ang inyo pong lingkod
ay isa ring against dyan sa Provincial Rate.
Traffic sa Monumento, EDSA, Marikina to
Mall of Asia ito po ay dahil sa provincial rate.
Uulitin ko lang..
kailangan mo munang makapasa sa
interview para makapag training ka!
WHAT DOES IT LOOK LIKE:
[Link]
WORK
Kung sa training, wala kayong ginagawa kundi makinig
lang eh pag work na seryoso na kasi dito ka na
makakakuha ng incentives.
Benefits:
[Link]
Thorough details:
[Link]
This is where you pause for 5 seconds.
and think.
Para kanino bakit ka magta trabaho?
Sample ng Opening Spiel:
[Link]
EARN
Tapos dadating na yung sweldo!
2 beses po kaming smsweldo sa loob ng
isang buwan pag Alorìca ang Concentrix,
minsan 3 beses pa nga! Bongga yun db?
Ikaw na bahalang mag compute kung magkano
kikitain mo sa call center sa loob ng isang taon.
P16,000 X 12 months =
Mababa pa yan dahil..
Wala pa dyan yung Night Differential na kapag
12 mos. kang pang gabi ay aabutin ng P16,000!
Wala pa dyan yung 13th month pay
Ay ang pinaka mababa ay P14,000!
Wala pa dyan yung incentives!
Yung pinaka MAHINANG call center agent
ay kumikita ng P10,000 a year sa incentives.
Paano kung nakinig ka pang mabuti sa training db’
PROOF:
[Link]
Kung hindi mo kinita yan,
ibig sabihin ay may mali.
Kailangan mong lumipat ng company.
Pag may 6 months BPO experience kna,
pwedeng pwede ka ng mag apply sa iba.
P20,000 to P30,000
American Express, JP Morgan Chase, Tata Consultancy, QBE insurance, Wells Fargo, Manulife, Citibank, ANZ, HSBC and
more!
ACCOUNTS:
[Link]
COMPARISON:
[Link]
Pero kung wala ka pang experience:
wag kang mamili ng trabaho
wag kang mamili ng account
wag kang maging demanding
dito sa All About BPO,
Hindi ka maliligaw.
Year 2016 nakapasa ako eh hindi ko naman nabasa ito
ikaw pa kaya
Nagkamali ka ba ng grupong sinalihan?
See it for yourself:
[Link]
“Contributing knowledge, sharing experience and helping applicants since 2017.”
#ThePhilanthropicGroup
#OfForeverAllAboutBPO
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