PLDT DSL Scandal
I know this is a little bit old, but since this blog is about the call center industry, I might as well post it. TV Patrol’s Alvin Elchico reported this last year. Though a lot of videos has been posted in YouTube, I chose this one for its humor.
William Reyes said
am March 31 2008 @ 3:03 pm
Ganyan talaga sa call centers sa US account man o local maraming mga kupal na mga callers. Pinaliwanag naman sa kanya ng agent na may problem sa area nila. Wala namang magagawa yung agent kahit pa paulit-ulit sabihin nitong KUPALIN na si Raul Bacalyo,Bacallo, or whatever na hassle sya. Kung sa tingin nitong si Raul Bacalyo na to sa napaka importante nyang tao, eh bakit hindi sya magreklamo ng personal sa business office ng PLDT! Sana makarma ka Raul Bacalyo! Sana maging call center agent ka din para maranasan mong murahin ka ng mga callers mo.
Kay Catherine Rosanna naman na agent, Dapat hindi na nya pinatagal yung call na yan. Sa call center namin hindi na namin pinatatagal yung ganyang mga caller ni rerelease na lang namin yang mga caller na ganyan!
christine said
am May 25 2008 @ 12:58 pm
My vote will certainly go to Mr. Raul bacalyo. okay, so many will disagree on me, but hey, the service was really poor on Cathy’s end.
See, I work on call center as well. Just last month. And in the training, you are always reminded that customers like Raul may call you. raul isn’t ven irate, he’s a little calm. Only, he finds it troublesome on his end because he badly need the dsl to make a call which, is very understandable. She should have answered the questions in a direct manner. Di niya sinasagot yung tanong ni Raul if he will still be billed for the 2 days na walang net. She should have answered yes but offered to check kung may magagawa siya about that. or probably, emphatized nalang with Raul. Plus, the curse isnt for her. raul is pissed. And she should understand that. She should always place herself in the shoes of her customers. At shock absorber talaga ang role ng call center agants, alam na dapat niya yun. She’s got it all wrong. Ok, so I pity her dahil she’s just doing her job. Telling him na yun lang ang inadvise sa kanila, pero mali talaga siya. Maling mali. And really, for that Ms. Catherine Rosanna, goodluck sayo. I’m sure, you are blacklisted from teh call centers now. tsk. Active listening my dear.
let_me_clarify said
am June 7 2008 @ 5:47 am
both of you are incorrect… the solution to the problem is RELEASE THE CALL!!! bwahahahaha!
lei said
am July 3 2008 @ 12:14 pm
in a call center agents perspective, khit saan tingnan, mali yung agent. christine is absolutely right, that rep didn’t addressed the question properly or directly. she is not listening i should say. para syang robot na nakaprogram lng ang sasabihin. hindi sya minura ng customer but the situation.
Randy John said
am July 10 2008 @ 3:08 pm
Hmmp! ACTIVE LISTENING indeed! If you are an agent an if you have customer like this one…You should be firm! Yung agent nagmura pa? parang tange! active listening ineng! nagmura ung cust kasi na hassale sya… Hey! D kba tinuruan ng ganyan sa training…..haay! parang engot ung agent!
Christopher Adriano said
am July 22 2008 @ 5:59 am
mga dude ndi naman mali din yung customer eh kc 1st thing of all natural na mag handle tau ng mga irate caller specially sa mga account sa local…try putting yourself in that customer’s emotions that time!.. try nyo yun…. kasi kea nga tau agent para iempathize yung needs ng customer nd para makipagmurahan cla nd important thing na dapat ndi nawawala sa utak ng agent is ndi dapat tinitake as personally yung mga irate caller kc the agent is representing the company itself and has nothing to do with her personal life… i could say mali ng agent parin yun kc natural na magalit yung customer pag ndi nya nakukuha yung service na gus2 nya
Christopher Adriano said
am July 22 2008 @ 6:00 am
malaking LISTENNING SKILLS PARA SA AGENT NA YUN DAPAT FAMILLIAR KA SA MGA TERMS OF SPEECH ND DAPAT WAG KANG SHUNGA!!!
shaynie said
am July 30 2008 @ 9:47 pm
honestly internet service here in the Philippines sucks!!! but Katherine should have known better than to curse back without pressing the mute button!! that’s a mortal sin!!!! she could have just apologized at least once and just offer a rebate to pacify that dumb Raul Bacallo,who’s trying so hard to make himself important.And never ever let your customer feel that you’re nervous and you don’t know what you’re saying because they’ll eat you alive ha! poor girl,anyways their resources are so limited she really doesn’t know what to advise that jerk..lesson learned be prepared if you’re aspiring to be a call center agent.it got its perks but you’ve got to take in a lot of shit in return- =]
Amanamen said
am November 14 2008 @ 12:35 am
Here’s a quick thought..
Wouldn’t it have been a lot easier if people would RTFM (Read the *%$#ing Manual)? The know-it-all possers CCA/TSR, and all of those John Q. Public who are dis that disillusioned because they have money or lack thereof could push each other around and irate themselves foolish.
A word to the wise people, fools are fools until realized so.
“Calm down sir/ma’am, or I wouldn’t be able to help you out with your problem.” – famous last words from a call center agent before being fired the next day.
grace said
am April 23 2009 @ 4:47 pm
hey mr adriano watch your spelling.LISTENNING????FAMILLIAR?????whahahaha
grace said
am April 23 2009 @ 4:52 pm
mali cla pareho kc unang una c agent nagtraing pero hindi ginagamit ung pinagaralan nya…..dapat tanggap na nya na marami talagamg asshole callers..kaya nga customer service eh….
indibidwal said
am September 10 2009 @ 12:52 pm
mag dubai na lang kayo! mag aral kayo ng welder, mas malaki pa kikitain ninyo mga magagaling na taga call center!!
Wil said
am September 12 2009 @ 11:23 pm
May punto si Raul sa kanyang pagmumura na ang tinutukoy niya ay ang sitwasyon. Actually ang minura niya nung una ay ang maling sebisyo, hindi niya ginamit ang mo, Subalit naging unpropesional silang pareho dahil sa sagutan ng kanilang murahan, Una ang agent dapat di niya sinagot ito ng mura din bagkus sana sinabi niyang wag namn siyang magmura, Si Raul naman naging unprofesional siya dahil sa tema ng kanyang pananalita lalo na’t babae ang kanyang kausap, Hindi komo’t agent ay pwede na nating sabihin ang mga bagay na nakakasakit sa damdamin.
Peace!!!
Bry said
am October 14 2009 @ 6:11 pm
I strongly agree to Wil, agent should know how to handle the call. She should have bear much self-control and not to retaliate since cx was sad about not service and not personally to the agent.
dane said
am December 29 2009 @ 8:04 am
ang gagaling nyo… when your in a call, you dont know what will happen next…