I’m a person who is not really keen on statistics. AHT, attendance, QA, not that I am bragging but I pass them all. As long as I do my job properly, I know that these stats will follow. But others are not like that. So when there were instances of “inggitan” in the team, I expect the TL to be able to pacify and explain to them the situation.

The TL should also develop future leaders in the team. It’s just like teachers whose students become presidents, senators, etc.

He or she should also be not killjoy. He should join inuman sessions, joke and mingle with the rest of the team.

The TL should not be someone whom we should be afraid of, but someone whom we have respect, not only in his position, but more of him being a person.

It is often said that TLs are there, not for the purpose of helping you in troubleshooting (ours is a technical, helpdesk account) but primarily for managing the team. So when there were instances where he’s the only person whom I can consult, and he can’t answer me, I would want him to admit that he has no idea, but that he will find the answer. He should be able to get back to me and give the answer.

Lastly, so that he can experience what his agents go through, the TL should take in calls too.

When I arrived at the office five minutes before my shift, our OIC gave me this Oishi Crackling and a can of Mug root beer. Well, it’s Octoberfest and the call center should be flowing with beers. Not literally, of course, as we still have to take call, unless the shift managers wants us to be sober when dealing with people having problems with their computers.

This has always been my view in the two call centers I have worked with so far, including this one. Sometimes, it’s not all about money. Most of the time, all you need are just pats on the back for a job well done. Or small things like a bottle of beer and a chichirya. These items costs less than P 35. But I would think that for a simple, easy to please person like me, this is something. You feel appreciated for the management to do something like this.

A company may, for example, offer very competitive package but if they are going to kill me with the quality of the job and the phone queue, sa’yo na ang package mo. I’d rather stay on the job which keeps me happy though the salary may not be high, than to be in a company which offers heavenly goodies but treats life as a hell.

I actually just came from sleep as we drank all morning at my team mate’s house in Anonas. Haven’t drank for a while. I guess the last one was in April. Anyway, here are some of the videos I took earlier this day.

At that time, I was at lost on what the bond was, and what it was for. The interviewer said that it was just a mere agreement, something where I won’t be asked to sign a document. I agreed to her condition, though before I got to the final interview, I quit (more on this on the next post).

In first employer, I was asked to sign that bond thing. It implies that I have to stay there for six months, otherwise, I would have to pay P 15, 000. I left the company a month before that six month period. More than a year after leaving that company, I haven’t received a single letter demanding me to pay the amount.

The Supreme Court, on the other hand, ruled that even without a document signed, an employer could demand payment of the training costs through a judicial lexicon “do ut facias.” This “I give that you may do” doctrine means that the employer has the right to ask the employee to do something (e.g. ask him to stay in the company), as the employer invested in the employee’s training.

The SC further said a person may not enrich himself in the expense of the other.

Enrichment of the defendant consists in every patrimonial, physical, or moral advantage, so long as it is appreciable in money. It may consist of some positive pecuniary value incorporated into the patrimony of the defendant, such as: (1) the enjoyment of a thing belonging to the plaintiff; (2) the benefits from service rendered by the plaintiff to the defendant; (3) the acquisition of a right, whether real or personal; (4) the increase of value of property of the defendant; (5) the improvement of a right of the defendant, such as the acquisition of a right of preference; (6) the recognition of the existence of a right in the defendant; and (7) the improvement of the conditions of life of the defendant.

This makes me wonder if call center agents, whose career is as fast paced as one changes his shirt, are required to pay the training bond if there was no prior discussion thereof. Is training bond under the law?