i have been connected with the call center industry for a total of 6-7 years. i can honestly say that i am proud of the filipino worker who has done a marvelous job not only in helping his/her family by working the graveyard hours to put comfort and a semblance of growth in each and every household but also in making the Filipinos known to be one of the most patient and world class in customer service. in fact, we are the voice behind almost all major companies the world over.
that is indeed something to be proud of.
but have we realized that our own local call centers are one of the worst there are?
i called a prepaid phone provider today, Globe to be specific but I have experienced the same problem with Smart and Sun with prior calls. Now I had to wait at least 75 minutes before being able to talk to someone. that is an hour and 15 minutes of hearing the monotonous jingle that is still running inside my head. tsk tsk tsk, to those in the call center industry, we all know that having to wait on cue for even 10 minutes is not acceptable. if we can do it for our foreign clients why cant we do it for our own people?
being in the call center industry is a job. we all know that, but if we are lacking agents to help our own people does that not paint a picture of a people that is only after bigger profit rather than the helping voices that we are known for the world over?
customer service has been made into an art by the filipinos; maybe its about time that we deliver the service to our fellowmen and not just be voices to people that sometimes dont even realize that we are from the other side of earth.
just my thoughts!
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