Telstra Philippine Call Center Under Scrutiny

A Telstra call center based in the Philippines is now under media scrutiny over claims that a call center agent offered an Australian worker to wipe away his $557 bill for just a mere $60.

For years, I’ve worked as a call center agent supporting big players such as Comcast, Toshiba and Qwest and I know based from experience that killing a customer’s bill would be technically close to impossible and not mention, a very risky work (unless one’s a hacker). These call center companies have advanced CRMs and as agents, our access to customer records are very minimal. While it is true that we can view customer details, I don’t see the point why it can be harmful. Come on, postal workers see people’s names and addresses all the time but it’s never been considered a threat. And a big thumbs down to Today Tonight for misrepresenting the Philippine call center – none of the agents shown in the video are Filipinos. I can tell from the accent that they are either from India or Bangladesh. No offense meant to agents from these countries. I’m just criticizing this News program for  deliberate misrepresentation.

The victim, Sam McNeil, said this incident could have been avoided had Telstra hired locals, his reason being Australian employees are paid better. I say no culture, no matter how wealthy or technologically advanced, is immune to wrong values. If this incident is indeed true, it is more likely an isolated case – a wrong decision made by someone without any integrity. Just because Philippines is a third world country doesn’t mean that we’re culturally inclined to scam other people. In fact, Filipinos working for call centers are usually the cream of the crop which goes without saying, they are college educated working professionals who are earning more than the average citizen. Whereas call center jobs in other countries are looked at as just an in-between job which even a high school dropout can do.

I know that a lot of people from US, Australia and UK are against outsourcing (I actually had numerous debate sessions about this with an Australian exboyfriend) but these people should start considering the advantages outsourcing has to offer – reduced cost for companies, more revenue for the government, higher service level and less waiting time for consumers. We are not taking jobs away and this is not the reason for unemployment or recession in other countries (as some claim). I actually recommend spending a day as a call center agent so people can experience firsthand the “challenges” we go through as well as the curse words often hurled our way.

I’m not saying this report is false. Yes, it could be true but it could also be a demolition job against companies who outsource, it could be that the agent is just lying about how she can erase the customer’s bill or it could even be another tale about a lover spurned (there goes my romanticism). I mean, hey, what kind of extortionist would send pictures of herself to her victim?

Bottomline is, there’s more to this story and definitely a lot more to outsourcing than what this video presents.

Tags: call center complaint, call center scam, Telstra call center, Telstra complain, Telstra ripoff, Telstra scancal

Freelancing scams and how to avoid them

Just like in any other booming industry, scammers and opportunists flood the freelancing market.  Sure, there are numerous legitimate freelance jobs but there are also many who take advantage of honest freelancers who simply want to make a decent living. Let us discuss some of the most common freelancing scams and how to steer away from them.

The sample collector 

Collecting sample works from numerous applicants is one of the most prevalent freelancing scams. This includes clients who require one or two different samples from several applicants “before being considered for the job”.  After receiving the samples, they would then inform most (if not all) of the aspiring freelancers that their application failed. From these diverse samples, they have already gathered several unpaid pieces of work that can complete the whole job.

Prospective freelancers can avoid such scam by presenting a portfolio with similar works rather than creating an entirely new output. With this, they can convince the clients that they can do the job well. They can also politely ask for a minimal payment for the sample work.

Too good to be true

“Earn $300 per day doing data entry from the comfort of your own home.”

“$1000 every month working 3 – 4 hours a day answering surveys”

“Make money in your sleep”

These are just some of the catchy phrases that scammers use to attract unknowing victims. One important thing to keep in mind with online work (and life too!) is that if it’s too good to be true, it probably does not exist.

As an independent contractor, it’s your responsibility to protect yourselves from these kinds of pitfalls. Familiarize yourself with the going rate for different projects. For example, a data entry work will probably earn you around $3/hour and unless you are working with top secret data from Pluto, $300 per day is just ridiculous. Know what is realistic and know when someone is pulling your leg. Don’t let the figures fool you.

We’ll make you rich if you make us richer

Sometimes, frivolous clients will offer a decent job in exchange for a minimal fee for a subscription kit, training manual or downloadable software. The moment you pay this small amount, the company immediately disappears together with the job. Legit buyers will NEVER ask for upfront payment. If they do, report them right away.

Here are additional tips to avoid being scammed online:

- Always check the client’s feedback if there is one. A paying client will have an overall positive feedback from previous projects and assignment history.

- Check if the buyer has a verified payment method. Most freelance sites such as oDesk and Elance will show if the buyer has verified their payment.  If not, ask them politely to do this first before working on their project.

- Never work outside the system. Do not accept offers of payment via Paypal, Western Union or bank deposit. Once you work outside a freelance website, you won’t get any support from their customer service people.

- Work on hourly projects that is guaranteed payment. If you are to work on a fixed price basis, ask for an upfront payment.

If you are a freelancer who has suffered any form of scams, there is no need to be silent or ashamed. Scams spread over the freelancing industry and are often difficult to be recognized.  Aside from studying tips on how to spot them, it is a wise measure to sign up for freelance websites that allow bidding on jobs and monitor their member-client to ensure that freelancers get the pay they deserve.

 

My First Try on Business at 11 and Other Crazy Biz Ideas

I recently moved back to our ancestral house, the one I lived in until my early twenties (dang, did I just give you a clue about how old I am?). I passed by the neighborhood sari sari store and I remember my eleven-year old self and my first try at business.

Again, I was eleven and unrealistically optimistic. I thought if I can save 20 bucks a day everyday until I was thirty, I’d probably be rich by then. Of course, I didn’t know much about inflation, shopping and being a victim of scammers and thieves. Now that I’ve mentioned it, I think I can still learn a thing or two on the latter.

Everyday, I would walk to that store which is about a block away and deliver 30 pieces of packed ice, the kind you sell for a buck each. And as for my resources, I had free flowing water and use of the freezer courtesy of my parents and the plastic I used was sold for 10 cents each. Not counting my talent fee for making a good knot for sealing the ice, I was making a profit of 90 cents per plastic of ice sold, which is actually a good percentage considering my capital. I can’t remember why I stopped my “business” and if I ever bought anything from my profit, probably a bottle of coke or an ice cream cone.

Oh now I also remember picking up fallen bouganvilla petals and skewering them on a stick like a barbeque. I thought it looked nice and I tried to sell it at 25 cents each. We’re talking peso here guys and 25 cents is equivalent now to $0.005! And even at that cheap price, no one bought from me except for my mom and dad probably and the school janitor who thought it was nice of me to clean the school garden from sticks and fallen flowers.

I used to have a lot crazy ideas, I still do. I think it’s my strength and weakness. When I was seven, I would trace Mickey Mouse using a tracing paper, color it and try to sell it for a buck each. When I was thirteen, I sold beaded bracelets and necklaces which actually wasn’t that bad considering I sold half of them (I only made 10) and half I gave to my friends. I’ve always been entrepreneurial and even though my first biz didn’t make me rich, I learned a couple of things:

1. Find something that you’re good at and exploit your talent.
I was good at knotting ribbons, clothes, shoelaces and anything I could knot. I made the best ice packs with my perfect knots. Hope you got my point.

2. Start small but learn big.
My greatest profit wasn’t monetary obviously. It was learning how to value money, mastering practical math and keeping within my budget.

3. Look for cheap resources and great talents.
Okay, this one I successfully applied to my current project. I got myself a $500+ laptop and started working online. My profit – a house soon to be mine, a flat screen tv I longed for for years and an (almost) pimple-free face from facial sessions with my dermatologist that I wouldn’t be able to afford otherwise.

4. Hide Your Money.
I might be okay with earning money but I’m not good at hiding them. I probably lost a thousand dollars and this coming from a girl who’s been missing her keys for a week only to find out it’s been inside the fridge all along is not very surprising. And I’m not just talking about hiding but also saving your money for the future. So hide it well, hide it that not even you can find it (especially when Forever 21 goes on sale).

5. Fail.
I’ve failed a lot. My failure to success ratio is an embarrassment. But every failure brings you closer to your success. At least I now know that I shouldn’t be messing with Mickey mouse drawings, a flower shop and jewelries.

I’m still struggling and everyday I try to get out of my comfort zone. I’ve learned the difference between risks and smart risks and making the most out of my time. I know I still have a very long way to go to be considered rich even in a third world country like ours but it’s the small things that count and most often those that money can never put a price on – hearing someone say they’re proud of you, an employee grateful that she has work to do and a customer satisfied for a work well done.

Tags: business, business lessons, crazy business ideas, startups

Freelance Treat: Working from the Farm

Question: How else can you work from a farm without knowing a thing about farming?

Work From Where? The Farm!

Answer: Be a freelancer

Tags: freelance, freelancing, how freelancing works

2011 – The Year That Was

Now, didn’t I just put “no more procrastinating” in my New Year’s Resolutions?

2011 was a year of drastic changes, reluctant growth and intensified responsibilities. The first few months were a rollercoaster ride until I decided to finally get off and find a steady ground. I could honestly say (for the nth time) that I have matured.

THE RESTLESS TRAVELLER

I still had the travel bug from 2010, so last year’s first quarter – I was still all over the place. I went to Baguio at 4 AM with no plans of where to go and what to do. After a six-hour travel, my feet brought me and my friends to Sagada which was another six-hour drive from Baguio. No regrets though since Sagada is one amazing place.

I visited Singapore for the second time, mastered the art of train and map navigation (if there are such things) and went to Universal Studios but no, I didn’t try their super rollercoaster.

I went camping at Cagbalete Island which was named after the Balete tree, believed to be home for mythical creatures called Kapre. I was alone in my tent and, not surprisingly, stayed awake all night.

I bonded with Philippine Air Force soldiers in the Gregorio Lim Marine Base and they insisted I learn how to shoot a gun. I figured I’d stick to waterguns instead.

Mt Kalisungan was the last mountain I climbed. I love the view at the top but I’m just not physically made for this extreme sport. I sometimes wish, mountains have secret escalators.

PERSONAL LIFE

Finally ditched my two-year old relationship to give way to a better chance of finding love since my chances of settling down with my ex was nil. Marriage is still a long way down the road but at least it’s now included in my vocabulary and I might be just inches away from my soon-to-be-groom.

I made peace with my Grandpa, the person I used to consider to be my life’s major villain. He was my biggest critic, he cut my allowance and kicked me out of the house. I realized now though that if it wasn’t for him, I probably wouldn’t be forced to stand on my own. Now, I’m one of his favourites.

After more than a decade, I spent Christmas with the whole family. It was a bittersweet feeling since our last Christmas as a family was before my Dad died. My sister came home and stayed for a while. We played tricks on our not-so-little brothers and nieces and laughed off.  This was the best gift ever.

WORK

I was invited to work for freelance.com and later on was offered to become their blog’s resident writer.  Now, I also handle their social media accounts. Do check them out.

Me and my team, Assign2Us, were able to increase our production in Elance and oDesk. I found out about Taskarmy and since then have gotten numerous clients as well as ongoing projects.

You can’t have everything go smoothly though. Just recently, Assign2us feedback score went down to 3.94, a far cry from our almost perfect 5 score.  Was it because of an unsatisfied customer? No. Our client PureContent, moved our contractor to a different team thus restarting the contract, and left a feedback score of 3 stars without any comments. After numerous emails, we decided to no longer work with them.

ODesk held a Meet & Greet event for the first time. I was able to socialize with fellow freelancers and oDesk teammates. I also met with oDesk top contractor Bernard Vukas with my partner, Bernadette at the Pinoy Freelancer Christmas Party. Special mention to couple Glenn and Marilyn of Memokitchen.

BUSINESS and INVESTMENTS

Made a couple of bad investments including that of hair extensions but I’m glad to start two new exciting ventures with my friends and family – Cups N Beans, Simplified and Spa+light

Cups n Beans Grand Opening

Tags: 2011, cups n beans, elance, freelance, freelancing, odesk, taskarmy

Chronicles of a Call (Center) Girl

*I wrote this while still working in the call center.

I had my first real job as a technical support representative for a DSL company based in the US. During my first months on the floor, it was just three things – either I don’t understand the customer or the customer doesn’t understand me or we both can’t understand each other. And I had my fair share of the most irritating question a call center agent can ever be asked.

“Are you from India?”

“No Sir. Are you?”

A lot of people think that being in the call center industry is a relatively easy job. That may be true. We sit around all day. No sweating. No tearing a muscle. It may have been a perfect job for someone as unathletic as me. But there’s more to physical stress.

“Please type in H-S-I.”

“What???”

“That is H-S-I.”

“H and then what?

“That is H and then S, as in so help me God.”

Sometimes, it gets too stressful that I would make a sign of the cross before answering the phone. And there were those days that I would feel cold sweat trickling down my body as the phone rings. While inside my mind, I chant repeatedly, ghost call please, ghost call, ghost call…

“Hi, my name is Carrie. May I have –

“Never mind. I just want to know if you really are open 24-7.”

Working as technical support representative requires good problem-solving skills. We are paid to know and resolve issues. There were times when I ask myself, why am I here fixing someone else’s problem when I can’t even fix mine? Add that to the fact that I was never good at Math problems. And what do you get?

“I called in because I can’t get to the internet and now I can’t even turn on my computer!!! So what do I do now?”

“Well, let’s keep our fingers crossed.”

One thing I hate most is the fact that call center agents are regarded by some as no brainers. The phone rings, we answer. The customer asks a question, we answer. And they say that there are no stupid questions, only stupid answers. You think answering calls is as simple as hello? Not at all, especially not when all customers think they are always right and always smarter.

“What does the screen say now?”

“It says, ‘Hit ENTER when ready’.”

“Well? Please press ENTER now.”

“Well, miss know-it-all! How do I know when it’s ready?”

Sometimes, the work gets too routinary and you just feel like taking a one-week vacation some place where phones don’t exist. But every now and then, you get a pleasant  surprise. And this is what keeps us going. Not all customers are irate and arrogant. Some are charming and as funny.

“Do you have a boyfriend?”

“Excuse me?”

“I mean, are you single?”

“Uhm, yes… Why?”

“‘Cuz I could marry you right now. You just made my computer work!”

“Oh, let me get my supervisor then and you can ask him for my hand.”

Tags: call center life, funny call center stories, life of a call center agent

Bullies Then, Losers Now

I like attending school reunions and it’s not because I want to catch up or eat, drink and be merry.

It’s because revenge is sweet.

And there’s nothing sweeter than finding out that the people who bullied you back then are pigs and monkeys now.

So you’re probably thinking I’m just bitter but BULLYING is a serious issue. It can lead to depression, lack of self esteem, poor academic performance and even suicidal thoughts.

I know because I’ve been there.

Let’s go back to the time when I was flatchested, thin as a bamboo stick and had only one pair of shoes.

I would go to school with my wrinkled clothes and uncombed hair. I couldn’t take care of myself back then and I know I probably looked awful and my classmates made fun of me because of that.

The mean girls would hit me with volleyballs.

Boys would throw crumpled papers at me.

One time I had my Coke drink replaced with who knows what.

They wouldn’t let me pass by the door.

A couple of guys would scream, “Yuckkkkkk!” everytime I pass by.

I was set up at the dating booth with the school guard during our Foundation Day!!! Luckily, I was given the option to bail out.

No one knew what I was going through – the death of my dad, financial problems, the responsibility of taking care of my two younger brothers and the wrath of acne! It reached a point where I didn’t want to go to school anymore. Instead, I frequented the mall and the nearby pool hall. I even thought of suicide.

Luckily, I met some wonderful friends (who were also bullied) and I got through all of it.

It was one of the biggest achievements of my life. And now, I find pleasure every time I log on to Facebook and see that bitch who used to throw balls at me looking like a hippo now or that guy screaming “Yuck” now asking for my number.

So if there’s someone out there who’s being bullied, I hope he/she reads this. Remember, happiness is the best revenge of all. Nothing drives people crazier than seeing someone they used to step on having a good life.

Suck it up – all the insults, the names, whatever they throw at you. Suck it all up and make it your motivation to become better each day.

And remember to look forward to the day when you’d arrive at your school reunion with your head up, smiling and secretly telling yourself – BULLIES THEN, LOSERS NOW.

Tags: bullying, high school bullies, how to deal with bullies