To the Admin, for the Service Level, and About Few Suggestions

Foremost, I would like to extend my utmost gratitude to you, poeple of the administration here at work, for at last giving our team two days off for the past week. You will never know how much this helped me, even for just this one time. I feel so relaxed, so over the stress that this job wholeheartedly offers (haha!).

I was actually surprised Even though our team was offered this limited pleasure, more than half of my teammates still rendered RDOT’s. Such is the need for money, leaving most of us without another choice. Indeed, choice is an illusion.

Why not permanently return theses 2 days off to all rank and file workers? That way, we’ll have an option. I understand that we are low on manpower like now (actually, It’s been like that ever since I came here!); in fact, I feel for you. I just hope that we could all get through this, para happy tayo lahat.

I really haven’t the guts to give suggestions, so I did not direct these to you. I just hope that you’ll be open towards them, and I pray that someone can somehow relay these to you. Here are some:

1. The Service Level. I often hear the line “We’ve got to save the Service Level!” from people here. What is the Service Level anyway? The only thing that I could think about it is that saving the Service Level equals saving our asses here at work, letting us keep our precious jobs. We are more than happy to help, but how? Information dissemination is the most indispensable key to proper implementation. How can we dedicate ourselves to the Service Level if we don’t even know how it is defined? How can we help you if we don’t even have an inkling of where we should direct our efforts to, in terms of the Service Level? You could start off by simply putting up posters on the multitude of bulletin boards hanged throughout the center. Upon doing so, you’ll be surprised at how many agents would be interested in knowing about it, and rising up and taking some actions to save it. That way, we won’t be left behind asking, “What for?” Educate us, help you, help us.

2. DPQ + 2 Restdays. Your DPQ Incentive Program is alarmingly motivational. In fact, it is pure success, thanks to the effort of Mr. Pepe “where’d-he-go” Ferreros in its implementation. Personally, ever since you started it, no matter how much I get sick (physically ill or just sick of the job), I just couldn’t get myself to absent. By its starts, you indirectly shouted at me, “Go ahead, absent yourself, and watch 3,500 pesos burn to oblivion!” And I know that it helped you too. One more suggestion: Give two days off to agents who have perfect attendance. I don’t know how you would plan it, but please consider. Those dedicated enough to come every workday at adhere to the assigned schedule should get what they really deserve (like moi! So give us a break!). This would certainly be one more motivational factor you could offer from your pocket.

3. Food Stubs Galore. Please make sure that your free food stubs really go to people they were supposed to. Prepare some sign-off sheets. That way, some people wouldn’t look significantly healthier than others. Those who look skinny are the ones offering their OT’s, generally. Let’s make it more formal, its becoming unfair na e.

On a further note, try to taste-test the food that you’re giving away. Nangati ako last time e, my God!

4. Of course, certainly not the least, make us happiest. Make us feel more important! We Tier 1 agents are the core of this center. Will the PS’s have a job if they won’t be able to receive escalated calls from us? Will the QA’s have calls to evaluate if we weren’t there? Will teh coaches have teams to lead if we’re not around? Precisely the same case applies to OM’s.

If you have to throw out parties weekly, then do so. The stress that this job offers requires considerably much more motivation than what you’re giving right now. And please, be kinder. Bear with us; be a little more patient. Many agents experience oppression (that’s a bit of an overstatement, really) in this center. I myself had one helping into my platter. I had been in ACW for 5 minutes already, because tools had been down again. This particular MOD had told me a thoroughly nonverbal warning about this by tapping me hard on the shoulder. Well, that kind of thing wouldn’t usually ruin my day (oh, night, sorry!) but it would certainly affect my generally well-motivated and dedicated attitude towards answering calls and helping our customers.

5. Other than the Service Level, provide us with the exact formulas for Productivity and other components of our performance evaluation. We are all technical people here (except of course a few, who, for some strange reason, remain amazingly ignorant - forgive the word) and surely, our interpretation of these wouldn’t be unimpressive. Why don’t you do so? Certainly I’m not the first person who thought about this. It won’t hurt to distribute pamphlets or set up posters; I myself would be willing to volunteer to assist, and I am sure the QIA and the fun team wouldn’t object, as well.

Don’t be afraid to educate us.