It's amazing how all the big time call centers keep appearing out of nowhere. And the frequent that they come in, the more we are hypnotized to drop our current jobs and start joining their business. I guess with experience, In-house call centers (centers that support their own accounts) pay higher than outsourcing centers (centers that support outside accounts from different companies). Just like JP Morgan Chase. From what I've heard, they pay on the level of experience you've had with the industry, so for example you've been taking those friggin calls for like 5 years, then your salary would range at around 28k to 30k. Now it's stupid if you don't actually get blinded with that. The good thing about applying for them is you don't have to go through the standard call simulaton/grammar/technical exams that most call centers have. All it takes is the confidence in surviving their various initial, second, final, client, whatever interviews.
Of which I sparingly managed to survive.

I applied for their QA post like a month ago. HR called me for an initial interview, and to my surprise it was a phone patch interview with their QA manager and another HR person sitting there in the room with me, crazily jotting down notes. I took the liberty of explaining my qualifications which felt like forever for the 30 minute span that I sat there with all my English pouring heavily down my nose. After the interview, there was no word of advice from the HR, no "we'll inform you of what happens.." or "we'll call you back". All she could muster to say was "thank you for your time and have a great evening". WTF?????

And after a month, I am still waiting for a call. Normal people would have accepted that tiny detail that I wasn't qualified for the job. But sad to say it didn't stop me from hoping. Because after all, there was no confirmation or whatsoever. No email or text message the least from JP Morgan Chase that I didn't bag the job.

I don't know if there are other applicants who went through the same thing I did. I know for one thing that applying for a support position isn't exactly a one day processing thing. But waiting for a status of an application shouldn't be this tedious. You don't know for sure if they are still pending your status, or if the 25 pesos 5 page resume you had printed eventually went through their paper shredder.

So my experience with Chase isn't actually one of the best. I've heard as well that if you have bad history with any of the local credit cards, they instantly ban you. Which I think is crap. Because if one has a problem with managing money and debt, I think it's pathetic to judge a persons experience and credibility with the work being presented to him. Whatever the case maybe, it is not a basis on how well he could have performed with the company.

I have decided to throw away the issue but it's just discerning that a company with such high standards and popular advancement could possibly be this unprofessional. People actually take their job applications seriously, so it wouldn't hurt just as much if they were properly informed. Whatever it was worth, it was fun trying but in the end of the day, try not to waste other peoples time as well.

I was first introduced to Sinangag Express way back when I was a CSR in APAC. My friends would ask me if I wanted SEX, which was the common term used to this restaurant rumored to be serving the best tapsilog in town. Believe me I wasn't exactly a fan of processed food like tocino or longganisa, and the only thing tolerable for me was hotdog. We landed to having this treat at President Avenue in BF Homes Paranaque, and I was kinda surprised that there were a lot people dining in. Goes to saying that the rumor was true, they did serve the best tapsilog, or in my case hotsilog ever.

It's amazing how so many have learned to enjoy their food in the South, and as far as I know a lot of reviews and write ups have been made regarding it. I can't blame them, I was a fan myself. The hotdog and fried egg was perfectly cooked, there was soup, and the best part of it all was the rice itself. When you look at it, it seems as though it is fried in Star margarine, but the taste can simply take you away. Back then one meal costs 39 pesos, serve it with a tall glass of their iced tea, and you're craving for another extra plate of rice.

Combined with the cheap price and the quality of the food, I guess most people choose to dine in then order out all because of the ambiance itself. I can smoke while I wait for my food, and it's not the normal fast food where you have to wait in line. There are waiters who can take your order and serve on you with one just wave. The business has chosen to stay, and despite the countless competitors sprouting like mushrooms everywhere, SEX continued to be number one.

I was somehow miffed though when I last visited Sinangag Express on one of their branches here in Las Pinas. I sat comfortably with my boyfriend and waited for a menu, surprised to see that their prices have gone quite a bit up. From the once used-to-be 39 pesos, their meal was now at a 55 peso deal. And as renowned for theri fast service, our order took quite awhile this time, and the waiter even forget our order for extra rice, and had to return with it after at least 15 minutes. What also appalled me was the quantity of their food. They used to serve tapa in a hefty measure, and now it looks like a clump of shredded beef, spreaded neatly on your plate to look big. Even the hotdog shriveled smaller. The rice that used to overflow the corners of my plate was trimmed neatly in the middle, marking the fact that the cost has gone up and the quantity shrinking down.

I would like to think that the recession has affected many businesses. Including this one. The sad part is though, people have learned to love SEX because of the quality, quantity, and low price of their food. One time I passed by this branch in Las Pinas, and all the waiters were just standing by the door and waiting for customers. Business is obviously affected.

I searched through the web and was astonished to see that they already have a website running. They have various advertisements everywhere, and I came to realize that the business is tampered now with various media advertising. Of course with this kind of extent, people have to raise their stakes higher and live their reputations as big establishments. The sacrifice is, others would choose to eat a chicken meal at another fast food place if they choose to range their prices with other big time restaurants. The once simple tambayan of good food is slowly climbing up the corporate ladder, and despite their efforts to remain the best, it is inevitable that their patrons will somehow dwindle. After all people have known them to serve large portions for a lesser price, but when they come to see what has happened through the blooming of the business, they can't help but find somewhere else to eat.

It's disappointing in one way or another. I mean the profit itself would be good for the franchisers, but if they keep riding this trend, people will be dispersing. Honestly I would rather choose to eat a tapsilog just near my house for only 35 pesos, and is served the same way as SEX does, minus the glamour of flashy advertisements and all.

It would be good that SEX would learn a lesson from this. I became a fan of them only by word of mouth. They don't need to exert too much effort to win their customers. It is not the added Taho and Ice Cream on their menu or whatever fussy stuff to maintain their fans. If they continue to serve good and large amounts of food at a cheap price, they wouldn't have any problems. But if they can't, then I for one choose not to stay. After all, yes SEX is good, but the price just ain't really worth it.

We do the evaluations, we do the calibrations, meet our daily goals, submit our reports, join endless meetings, coach agents who go a little hayward with their calls, and so much more that is not specifically indicated in our work load.

Yes we are Quality Analysts. And we are more than just enemies at the operations floor.

A friend once raised her eyebrows at me and asked why I decided to apply internally for this position. And until now I can only raise my eyebrows back and wonder myself for the right answer. Being in the call center industry for almost 8 years now, I am still stuck with the correct response on to why I did. Maybe that's why we analyze so much. She said that being in quality is a dead end, and right now I realized that I beg to differ.

Ever wonder why when you see your Quality Analyst at the floor they seem so distant? Well for one thing they are not thinking of the zero you just got, but how the hell they would be able to explain it further to the client. You think for some reason they are petiks and spend way too much time loafing around instead of working. Well I guess that is one of the fringe benefits of being in the support group, you get to manage your time. But what you don't know is, when you are consciously waiting for the time for you to log out..we're actually dreading it. Because at the end of the day, every bit of report should be delivered conscientiously and without mistake..after all..we're not quality for nothing. (And yes..over time is a way different thing as well.)

You hate your QAs because you think they act as if they know everything. Well for one thing, they weren't promoted if they didn't. As for external hires, you have to sit down and get to know your QA, because you wouldn't know just how much experience she has in the field. We act as if we know everything because we are simply expected to be like that, and not to burst your bubble, we don't exactly take enjoyment in seeing failing scores. Because if you dread a zero and being reprimanded by your Team Leaders, how would you face a group of angry clients who need a score that meets their demand? And if you jump joyously because of a 100% score, or a good ECVOC?CSAT survey, we also frolick in the happiness...believe me..(and sadly without the sodexhos as you guys get to receive).

A fellow QA once heard a few agents inside the rest room talking about how pathetic she is, and how dumb she really was. She stayed inside the cubicle forever until they left. And honestly she cried about it. The agents were pleasant to her at the floor, but outside they talk and laugh about her. I guess it was unprofessional, but you can't prevent people from giving their insights. It's just sad that this kind of reputation continues to be placed on top of our heads, when all in all we are just doing our jobs.

I continued to be oblivious about all the talking and ranting. But when I was a Quality Analyst for a company where I was able to work closely with the agents, I felt as if this job was really meant for me. Of course it is still inevitable that I hear people talk about me behind my back, but I guess what they talk about is what I do and not who I am. Some of the agents are even my closest friends, and I am grateful that there are people who would know the limit between being chums and being professional.

I know most of you call center agents hate your Quality Analysts, hell I hated mine when I was an agent! It just takes more than just scores to furnish a relationship between your QA and you. They are not enemies, they can be your friends if you spare enough time to get to know them. We do not see you as merely numbers, but we see you as people who strive to deliver their calls well. After all for me, a call is just a call, it's the agent that makes it worthwhile to listen to.

I guess I'll be enjoying this job for a long time. With every responsibility, you learn that you just cannot please everybody. I know that recognition can sometimes be bleak, and how other support groups undermine us, I know it's all worth it still. If my friend would ask me again now why I chose this job..well I guess it's because it comes with just about every bit of challenge that I need.

Yes..hate us..love us..appreciate us..swear in heaven's name why we are there..
We are Quality Analysts..we're only human. And we're here to stay for good.