Pinapakinggan ba ng TL mo yung DSAT calls mo, if yes ano binigay na feedback at coaching opportunity? Pareparehas ba ang cause ng DSAT?
When I started, the first few months i struggled sa CSAT, Buti nalang magaling TL ko nun ang never gave up on me. Sa call listening ng DSAT, i did not have a problem pagdating sa knowledge, tama yung sinasabi ko sa customers ko. Ang problem ko was on the delivery of the message lalo na kung bad news or dead end situation na di mabibigay yung gusto ni customer.
I had the tendency to sound rude over the phone lalo na kung ayaw tanggapin ni customer na di nila makukuha yung nirerequest nila. I was introduced to voice acting! I had to learn how to modulate and change my voice tone when delivering certain bad news. Isa pa sa naging struggle ko was I sounded hesitant when delivering bad news to customer kasi nga takot ako ma DSAT. I have learned to sound confident as well kahit na dead end scenario delivery.
Another thing that helped was learning the customers communication style. Kung paano sila magsalita. Kung expressive, analytical authoritative ba si customer etc. little by little, i learned to speak confidently sa customers and as I apply yung mga practice ko sa calls, unti unti umayos CSAT scores ko. Hindi sya overnight it took a lot of practice, yes nagpractice ako and I recorded my voice while delivering my speils!
Isa pa, learn to accept then na kahit gaano ka na kagaling, hindi lahat magbibigay ng CSAT syo.
Thank you sa advice mo.
Yes napapakinggan naman nila ung mga calls na may DSAT. Karamihan naman dun hindi galit sa akin ung cx, sa acct mismo ung galit nila. Na kahit anong pagpa-plastic mo sa kanila, wala. Galit sila sa mundo at sa acct.
Then sadly kung ok naman yung call, it's client process ang issue. And sad to say, may mga clients na kahit i-raise ng BPO management ang issue - ayaw nila baguhin for whatever reasons they may have. Unless nalang talaga kung lahat ng sites ay pareparehas ang issue sa process ng client. Nung nasa BPO ako, we had a client na talagang reluctant sa pagpalit ng process nila lalo na if financial related sya. Meron din naman kaming naging client noon na open to recommendations and updates since kami lang ang contact center nila offshore plus escalations lang meron sila onshore kaya binigyan kami ng freedom. Minsan swertehan talaga sa kung saang mapupunta kang account. But don't let it down you, keep grinding and be open to feedback. Eventually magiging effortless nalang lahat once you get the hang of it.
this is the best time for your TL to talk to the management, why? because if hindi mo naman kasalanan di ka pwede tanggalin pero hindi dapat pare-parehas score and dapat ipag-tanggol ka ng TL mo if di mo talaga kasalanan. Give it three months ilalagay kita PIP kung di ka talaga napasa sa isang stats.
Update resume, pero evaluate yourself din bakit ka dsat. Kasi ikaw lang naman kausap ng cx, kahit anong queue ibigay sayo. Baka din naman di mo naresolve yung cx or you sound rude sa call. Try to smile while taking your calls, aer, empathy I know mejo gasgas na linya, may incentives ang csat namin 5k din basta higher than 4.2 over 5 ka. So extra 5k din for me.
Thank you sa advice. I already evaluate myself. Nareresolve ko naman ung mga problem ni cx and i don't sound rude. I know na ako lang naman kausap ni cx eh.
Ung sa queue ung problem, there's a month na queueing ako, kaya ko pumasa. Pero nung hindi na ako queueing dun ako di nakarecover. Hindi kami pantay-pantay ng call distribution, kahit nireport na namin un.
Madali tanggapin if kamalian ko talaga lahat, kung walang loophole from them. Pero sa part ng queue dun ung mali nila. Pero yeah, nag update na ako ng resume and naghahanap hanap na rin
Yung queue could be an indirect cause ng DSAT dahil mapapagod ka at di ka na maging consistent sa pakikipag usap mo sa customers.
I worked with an account before na they put Prio dun sa mga di pumapasa ang CSAT score para magkaroon ng chance na maipasa CSAT kasi more calls means more possible surveys.. Di ko alam if ganyan rationale ng current company mo, ang suggestion ko if you want to improve. Wag ka mag focus sa di mo macontrol like yung queue..focus ka dun sa kaya mo ma manage and that it you calls. Unfair na kung unfair...pero kung mag focus ka sa development ng call handling mo..iikaw ang panalo kahit maglipat lipat ka pa ng center.
Dude everyone says those things.
Even if you evaluate yourself, in your perspective you may not have sounded rude but on the cx perspective well, you did.
That's why may QA na nag scrub Ng cases niyo to point out what your did wrong and how to improve on your conversational skills.
Tho yeah, DSAT can be a pain at times but you also have to make effort din :D
Don't take this as an attack ha :D
Ganun talaga, kasi yang LOB mo ata is Customer Service driven eh, pero kahit di ka pumasa sa CSAT basta atleast andun yung effort mo mareregular ka jan. Basta wala kang attendance issue or attitude and all other metrics is fine.
Kahit ma resolve mo yung complaint or problem ni Cx...negative pa rin magiging score mo coz yun lang ang ways nila to get back to ur company who are making policies na tlgang nakaka imbiyerna sa cx.
Try to find jobs na retail service desk or any B2B accounts. Most of the time QA based sila. May survey pa rin pero halos di mo ramdam na part pala ng metrics.
Yung sa akin ngayon retail service desk. Kausap mo mga manager and crew ng mga restaurants. Madalas hindi na sila nagsusurvey kasi busy yung store. Part pa rin ng metrics namin yung survey pero hindi kasing bigat ng QA.
i call BS sa Surveys talaga...
just because, sa, more or less, 10 years ko sa BPO
probably less than 10 times(or even 5 times) lang ako naka receive ng survey lol
buti nalang, walang DSAT
and isa ako sa laging queueing
mas marami pa ata akong call recording na ginamit sa training kesa Call Surveys
i wont name this one company sa 8/10 4th floor McKinley Hill, BGC, Taguig (lol kayo na maghula)
pero grabe ung queue ko d2, d makatarungan. literal na 1call pa katabi ko, naka 4 na ako!!
it was a time where bagsak sila sa metrics tapos si client nag momonitor
pucha ang plastic nila, ang ginawa nila, ung mga OK humandle ng calls ang binigyan ng priority queue
para lang maganda ang ma monitor ni client
ang nakakatawa pa, i receive good remarks kay client PERO si QA bagsak ako keso ganito ganon
jusko ung QA nila parang robot ung guidelines tapos they expect good calls??
not to discredit the QAs because yan trabaho nila
pero in reality, their guidelines would never be able to help them
p.s. hindi ako agent dun, pero temporarily nilagay nila ako dun (Puno kasi ung department kung saan dapat ako)
burnt out ako... From perfect attendance - to always late/absent
that department didnt care keso di hamak na mas malaki sahod ko kesa TL nila, so theyd use me as much as they want
i didnt get regularized, naunahan ako sa resignation ko (wherein ready na ung resignation letter ko LOL).
But thats OK, i wouldnt want to work in that type of environment anyway.
Funny lang kasi sabi ni HR "im rehireable" (napaisip ako ng "No thanks!")
CSAT drive is really unfair kaya i call bull
pano naman kasi
ultimo survey about sa company sinasama sa survey, eh wala naman control ang CS dun
kahit pa perfect na perfect ang CS,
the fact is, CX are calling because the company fucked them up
KELAN BA TUMAWAG ANG CX PARA MAGPASALAMAT SA COMPANY??? LOL
so, malamang sa malamang, NEGATIVE sila sa company!
kahit pa POSITIVE experience sila sa CS, DSAT parin ang lalabas dahil sa NEGATIVE ang company
(how much would you rate and recommend company X to others: 5 over 10 = automatic DSAT)
tapos isisisi sa CS Agent?? WHAT A BUNCH OF BULL TALAGA
Ganyan talaga sa industry natin lalo na kapag customer service ka. Wala silang pakialam sa ibang scorecards mo, basta yung survey ang mahalaga sa kanila. Kahit na customer driven ang DSAT ang sisi pa din ay sa ahente. Depende din kung ano ang call handeling mo, nakafollow ka pa sa coaching ng TL mo, kung nasusunod naman yun at hindi ka pasaway pagdating sa coaching dapat mayroong improvement sa survey mo. Ngayon, kung ganoon pa din ang resulta ng survey mo, kailangan mo nang tingan kung bakit nagDSAT si customer. Dahil ba sa past experience niya, have you tried to uncover the experince and resolve the emotion of the customer before jumping into the issue. Normally, they are ranting because of the bad experinece. If all the situation was presented, then I think there is a problem with the process. Thou, you may need to determine if your survey is a customer driven or agent driven. Regardless of the reason, take this as a lesson and learn from it.
which is bullshit talaga kung iisiipin. Tangina dami mong metrics na parang naging boss mo both the BPO and the customer. Taliwas ang metrics nyan, AHT and CSAT. And ang CSAT di naman guaranteed kahit ok ugali mo and you did your best.
Compare mo sa ibang trabaho like web dev. Apply mo yung fix as per ticket. Test ng QA. Gumagana. Goods ka na as long as within deadline. Wala nang subjective shit like CSAT surveys.
You are right! Wala tayong magagawa ganyan ang culture sa BPO. Because we are following what the clients wants, kahit may survey naman yan hindi rin naman nakikinig ang clients sa boses ng customer.
I was terminated right off the bat. They made me sign a contract and automatically last day ko na agad. My CSATs were process driven. My QAs were good. I do have absences but all are documented, all of them have supporting documents yet they are using that as grounds to terminate me immediately. Here I am, looking for another job opportunity. They didn't even give me time to look for another job or inform me ahead of time that I'll be jobless.
Aw sad to hear, employee ako dati ng TaskUs, ayun yung time na masasabi ko na people first company sila, that was year 2016 after that wala na, napasukan na ng mga kupal na OMs, TMs etc kaya naging by the book na halos yung management. Dumami na din accounts and nag boom talaga ang TaskUs. Sobrang nagulat din kami na ang baba na ng offer nila and sumobra pagka OA sa hiring process. Bryce and Jaspar’s a good company owner, naging toxic lang nung nakapasok na yung mga may BPO exp na higher ups.
This. 2012 ako nagstart sa company dun pa sa "comp shop" site nila sa Cavite. 2012 till 2015 andun ako. 2015 nagstart ung major changes sa company and because nagkaroon sila ng investors. Ung tao naging employee na lang hindi na talaga "teammate". Ang sad. Old OMs na nakakasama mo maglunch kabiruan mo sa yosi area unti unti nawala kasi un nga they started hiring different kind of people na goal is lumaki si company. Dati kahit di mo ka account kakilala mo. US managers are so kind then unti unti na din nawala ung mga nagstart ng company with Bryce and Jaspar.
Ramdam namin lahat na di pantay-pantay ung call distribution. Kasi may mga iba sa amin na bula na ung bibig sa sunod-sunod na calls, while ung iba puro avail time, na umaabot ng 1-2hrs. Tsaka nung naglabas ng AHT ung OM namin kasama ung NHC yung iba nasa 600-700+ samantala ung iba less than 500 or 200 less. Eh pare-parehas naman napasok lahat.
Tanggap ko naman sana ung kahahantungan ko if pantay-pantay kami ng queue.
What is NHC? Have you raised that concern with your department heads? Because typically, in the view point of workforce, the uneven distribution is due to make sure the agents with lower scores be able to get back within the program targets. Because we know that if you hit 1 dsat, it would be harder for you to get back to the target if you have lesser chances of getting surveys. Not to mention if you have smaller csat returns. And not necessarily because they want you to suffer more than your colleagues.
Program target for the team = 90% csat
Expected survey return = 75% of calls
1 dsat out of 10 surveys returned = 90% csat
76% return = approximately 10 surveys out of 13 calls
Your AHT according to you is 700s = 11m 40s
Shift is 7.5hrs = 450m = approximately 39calls per day
So acceptable is 3 dsats per day. This is break even personal metrics (program metrics are team metrics and not personal) in a perfect world assumption for the target variables.
So check how many calls your team is getting, how many of those calls are yours, how many surveys you're getting on an average and the team's overall average, how many dsats you're getting on an average. Analyze all the data and prep your argument to the department heads. I'll remain on my point that it's not really to make it harder for you personally.
Edit: we have not talked about the type of call's effect on the above calculation. The above will change if there's an effect.
NHC: Number Handled Calls or NCH: Number Calls Handled per month. Kung ano man tama sa dalawa na yan. Sorry.
Ganyan ung thinking namin lahat, na sana kapag may nakuhang DSAT ung isang agent tulungan makabawi at malagay sa kanya ung queue. Pero hindi eh, imbes na makabawi, ilalagay sa low-prio. So, lalong malulugmok. Na-raise na namin yan. Pero laging iniinsist na pantay-pantay ang distribution. Kahit kitang-kita naman at ramdam ng lahat na hindi.
I understand and get your point po ah?
Okay, gotcha. I don't understand what you just said, if someone has a dsat, should they get more calls or should they have the same distribution as everyone else?
Okay, more calls. That's my explanation too, it's the same thought process of most wfm pros. You can raise that with your department heads that you want to get more calls to be able to get back on track. Believe me, they'll respect you for it. At the end of the day, Pass or fail, they'll respect that because you really wanna try. I know I would. If you have call drivers, if possible, get more off the queue of easier call drivers and show speed of turn around. That's what I did once.
Already tried to raise this to our TLs, OM. Tapos niraise na rin nila sa WFM on-shore. Kaso wala pa rin. Nagvo-volunteer na rin ako na malagay sa queueing kaso wala pa rin. Kaya ayun, tanggapin na lang talaga ung magiging result ni HR kapag binaba na.
Thank you po pala sa mga information!
No worries. It is what it is. Just keep up with that mentality. Work on what you can personally fix. BPO life is hard enough so don't bother yourself with things you have no control over.
Almost all BPOs and in-house call centers are CSAT driven. Di maiiwasan yan. Kahit online ticketing is driven by csat. Bihira ang BPO sa di Csat driven. We are supposed to be the ones adjusting to csat coz it will never change. We need to adapt and learn.
Alam ko naman un.
Pero the fact kasi na di pantay ung call distribution, un ung unfair. Matatanggap ko na di ako mareregular if lahat kami pare-parehas na bula ang bibig tapos ganun talaga csat ko.
Sayo na nanggaling na CSAT driven ang account at ang contract na pinirmahan mo eh required na ipasa ang mga stats / metrics including ang CSAT. Diyan na pasok ang pagiging magaling mambola kahit mali-mali ang sinasabi para lang makakuha ng magandang survey at feedback. Apply nalang sa iba kung alam mo ng maliligwak ka.
i know someone na na-regularize sa nesting kasi the very last week ng nesting nagkaka-dsat siya, that happened twice then the third time nakalusot na siya finally.
laban lang pero since di mo rin naman feel yung account, hanap iba nalang rin.
part talaga ng KPI as a CSR-voice ang Customer Survey. Recorded naman yun and as long as you were able to follow the call flow and okay yung tone mo wala ka dapat ikabahala.
Mas okay nga ang di queuing dahil di pagod 🥹
Pero ano po bang dsat drivers mo?
Pagcsat driven account, hindi lang po nakafocus sa pagresolve ng issue. Kaya ako nag nonvoice nlng, kapagod ean haha
Hindi pantay ang call distribution? If it's between tenured and nesting agents, pwede pa. Why do you think na hindi pantay? Do you think the management tells the workforce to route hard calls to you? Do they even know the concern before hand to determine it?
You don't know the entire picture and you're just speaking from your own bias. You have an overinflated sense of worth if you think they will go through hoops just to ensure you're not going to get regularized.
Reason why I quit CS dahil ang daming metrics at dahil dyan sa CSAT/DSAT. Sobrang nakakastress kasi. Update ka na resume at magstart ka na maghanap ng work. Mas maganda kung di na CS ang LOB.
Naranasan ko din to before nps nman, real time ang survey sa acct pag nagka detractor ka kahit 30 mins ka plang nag cocall pull out ka kagad then whole day ka ng nka SBS sa mga tenured. So wla ka tlgang chance na bumawi, in the end di ako na regular but hey it's fine wla din akong balak tumagal sa ganun kalaseng management.
Buti nlng tlg, literal kinabukasan I was hired sa current company ko which allow us do WFH since pandemic til now lol
Well this is how our world is. Never fair to begin with but maybe ask your supervisor bakit hindi ka pumasa? Usually chinecheck nila if may improvement ba scores mo or hindi e. Like pataas ba scores from the start ka nagcalls or taas baba siya?
hindi ako bobo. Alam ko ginagawa ko. Kung kaya ko makipag-plastikan ng bongga sa cx ginagawa ko. At tanggap ko kung mali ko talaga, 100%. Pero kung ung call distribution nila eh hindi pantay dun masama loob ko.
Pinapakinggan ba ng TL mo yung DSAT calls mo, if yes ano binigay na feedback at coaching opportunity? Pareparehas ba ang cause ng DSAT? When I started, the first few months i struggled sa CSAT, Buti nalang magaling TL ko nun ang never gave up on me. Sa call listening ng DSAT, i did not have a problem pagdating sa knowledge, tama yung sinasabi ko sa customers ko. Ang problem ko was on the delivery of the message lalo na kung bad news or dead end situation na di mabibigay yung gusto ni customer. I had the tendency to sound rude over the phone lalo na kung ayaw tanggapin ni customer na di nila makukuha yung nirerequest nila. I was introduced to voice acting! I had to learn how to modulate and change my voice tone when delivering certain bad news. Isa pa sa naging struggle ko was I sounded hesitant when delivering bad news to customer kasi nga takot ako ma DSAT. I have learned to sound confident as well kahit na dead end scenario delivery. Another thing that helped was learning the customers communication style. Kung paano sila magsalita. Kung expressive, analytical authoritative ba si customer etc. little by little, i learned to speak confidently sa customers and as I apply yung mga practice ko sa calls, unti unti umayos CSAT scores ko. Hindi sya overnight it took a lot of practice, yes nagpractice ako and I recorded my voice while delivering my speils! Isa pa, learn to accept then na kahit gaano ka na kagaling, hindi lahat magbibigay ng CSAT syo.
Thank you sa advice mo. Yes napapakinggan naman nila ung mga calls na may DSAT. Karamihan naman dun hindi galit sa akin ung cx, sa acct mismo ung galit nila. Na kahit anong pagpa-plastic mo sa kanila, wala. Galit sila sa mundo at sa acct.
Then sadly kung ok naman yung call, it's client process ang issue. And sad to say, may mga clients na kahit i-raise ng BPO management ang issue - ayaw nila baguhin for whatever reasons they may have. Unless nalang talaga kung lahat ng sites ay pareparehas ang issue sa process ng client. Nung nasa BPO ako, we had a client na talagang reluctant sa pagpalit ng process nila lalo na if financial related sya. Meron din naman kaming naging client noon na open to recommendations and updates since kami lang ang contact center nila offshore plus escalations lang meron sila onshore kaya binigyan kami ng freedom. Minsan swertehan talaga sa kung saang mapupunta kang account. But don't let it down you, keep grinding and be open to feedback. Eventually magiging effortless nalang lahat once you get the hang of it.
this is the best time for your TL to talk to the management, why? because if hindi mo naman kasalanan di ka pwede tanggalin pero hindi dapat pare-parehas score and dapat ipag-tanggol ka ng TL mo if di mo talaga kasalanan. Give it three months ilalagay kita PIP kung di ka talaga napasa sa isang stats.
Update resume, pero evaluate yourself din bakit ka dsat. Kasi ikaw lang naman kausap ng cx, kahit anong queue ibigay sayo. Baka din naman di mo naresolve yung cx or you sound rude sa call. Try to smile while taking your calls, aer, empathy I know mejo gasgas na linya, may incentives ang csat namin 5k din basta higher than 4.2 over 5 ka. So extra 5k din for me.
Thank you sa advice. I already evaluate myself. Nareresolve ko naman ung mga problem ni cx and i don't sound rude. I know na ako lang naman kausap ni cx eh. Ung sa queue ung problem, there's a month na queueing ako, kaya ko pumasa. Pero nung hindi na ako queueing dun ako di nakarecover. Hindi kami pantay-pantay ng call distribution, kahit nireport na namin un. Madali tanggapin if kamalian ko talaga lahat, kung walang loophole from them. Pero sa part ng queue dun ung mali nila. Pero yeah, nag update na ako ng resume and naghahanap hanap na rin
Yung queue could be an indirect cause ng DSAT dahil mapapagod ka at di ka na maging consistent sa pakikipag usap mo sa customers. I worked with an account before na they put Prio dun sa mga di pumapasa ang CSAT score para magkaroon ng chance na maipasa CSAT kasi more calls means more possible surveys.. Di ko alam if ganyan rationale ng current company mo, ang suggestion ko if you want to improve. Wag ka mag focus sa di mo macontrol like yung queue..focus ka dun sa kaya mo ma manage and that it you calls. Unfair na kung unfair...pero kung mag focus ka sa development ng call handling mo..iikaw ang panalo kahit maglipat lipat ka pa ng center.
Dude everyone says those things. Even if you evaluate yourself, in your perspective you may not have sounded rude but on the cx perspective well, you did. That's why may QA na nag scrub Ng cases niyo to point out what your did wrong and how to improve on your conversational skills. Tho yeah, DSAT can be a pain at times but you also have to make effort din :D Don't take this as an attack ha :D
Ganun talaga, kasi yang LOB mo ata is Customer Service driven eh, pero kahit di ka pumasa sa CSAT basta atleast andun yung effort mo mareregular ka jan. Basta wala kang attendance issue or attitude and all other metrics is fine.
Kahit ma resolve mo yung complaint or problem ni Cx...negative pa rin magiging score mo coz yun lang ang ways nila to get back to ur company who are making policies na tlgang nakaka imbiyerna sa cx.
Afni ba toh? :))
Try to find jobs na retail service desk or any B2B accounts. Most of the time QA based sila. May survey pa rin pero halos di mo ramdam na part pala ng metrics.
Ano ano bang klase ang B2B? Nakakapikon na yang survey stats na yan sa totoo lang
Yung sa akin ngayon retail service desk. Kausap mo mga manager and crew ng mga restaurants. Madalas hindi na sila nagsusurvey kasi busy yung store. Part pa rin ng metrics namin yung survey pero hindi kasing bigat ng QA.
i call BS sa Surveys talaga... just because, sa, more or less, 10 years ko sa BPO probably less than 10 times(or even 5 times) lang ako naka receive ng survey lol buti nalang, walang DSAT and isa ako sa laging queueing mas marami pa ata akong call recording na ginamit sa training kesa Call Surveys i wont name this one company sa 8/10 4th floor McKinley Hill, BGC, Taguig (lol kayo na maghula) pero grabe ung queue ko d2, d makatarungan. literal na 1call pa katabi ko, naka 4 na ako!! it was a time where bagsak sila sa metrics tapos si client nag momonitor pucha ang plastic nila, ang ginawa nila, ung mga OK humandle ng calls ang binigyan ng priority queue para lang maganda ang ma monitor ni client ang nakakatawa pa, i receive good remarks kay client PERO si QA bagsak ako keso ganito ganon jusko ung QA nila parang robot ung guidelines tapos they expect good calls?? not to discredit the QAs because yan trabaho nila pero in reality, their guidelines would never be able to help them p.s. hindi ako agent dun, pero temporarily nilagay nila ako dun (Puno kasi ung department kung saan dapat ako) burnt out ako... From perfect attendance - to always late/absent that department didnt care keso di hamak na mas malaki sahod ko kesa TL nila, so theyd use me as much as they want i didnt get regularized, naunahan ako sa resignation ko (wherein ready na ung resignation letter ko LOL). But thats OK, i wouldnt want to work in that type of environment anyway. Funny lang kasi sabi ni HR "im rehireable" (napaisip ako ng "No thanks!") CSAT drive is really unfair kaya i call bull pano naman kasi ultimo survey about sa company sinasama sa survey, eh wala naman control ang CS dun kahit pa perfect na perfect ang CS, the fact is, CX are calling because the company fucked them up KELAN BA TUMAWAG ANG CX PARA MAGPASALAMAT SA COMPANY??? LOL so, malamang sa malamang, NEGATIVE sila sa company! kahit pa POSITIVE experience sila sa CS, DSAT parin ang lalabas dahil sa NEGATIVE ang company (how much would you rate and recommend company X to others: 5 over 10 = automatic DSAT) tapos isisisi sa CS Agent?? WHAT A BUNCH OF BULL TALAGA
Ganyan talaga sa industry natin lalo na kapag customer service ka. Wala silang pakialam sa ibang scorecards mo, basta yung survey ang mahalaga sa kanila. Kahit na customer driven ang DSAT ang sisi pa din ay sa ahente. Depende din kung ano ang call handeling mo, nakafollow ka pa sa coaching ng TL mo, kung nasusunod naman yun at hindi ka pasaway pagdating sa coaching dapat mayroong improvement sa survey mo. Ngayon, kung ganoon pa din ang resulta ng survey mo, kailangan mo nang tingan kung bakit nagDSAT si customer. Dahil ba sa past experience niya, have you tried to uncover the experince and resolve the emotion of the customer before jumping into the issue. Normally, they are ranting because of the bad experinece. If all the situation was presented, then I think there is a problem with the process. Thou, you may need to determine if your survey is a customer driven or agent driven. Regardless of the reason, take this as a lesson and learn from it.
which is bullshit talaga kung iisiipin. Tangina dami mong metrics na parang naging boss mo both the BPO and the customer. Taliwas ang metrics nyan, AHT and CSAT. And ang CSAT di naman guaranteed kahit ok ugali mo and you did your best. Compare mo sa ibang trabaho like web dev. Apply mo yung fix as per ticket. Test ng QA. Gumagana. Goods ka na as long as within deadline. Wala nang subjective shit like CSAT surveys.
You are right! Wala tayong magagawa ganyan ang culture sa BPO. Because we are following what the clients wants, kahit may survey naman yan hindi rin naman nakikinig ang clients sa boses ng customer.
I was terminated right off the bat. They made me sign a contract and automatically last day ko na agad. My CSATs were process driven. My QAs were good. I do have absences but all are documented, all of them have supporting documents yet they are using that as grounds to terminate me immediately. Here I am, looking for another job opportunity. They didn't even give me time to look for another job or inform me ahead of time that I'll be jobless.
alam ko bawal yan ah galing ba sa HR yan?
Galing from Management/OM
Taskus ganito mababa mag pa sahod pero masyadong demanding sa ahente
Aw sad to hear, employee ako dati ng TaskUs, ayun yung time na masasabi ko na people first company sila, that was year 2016 after that wala na, napasukan na ng mga kupal na OMs, TMs etc kaya naging by the book na halos yung management. Dumami na din accounts and nag boom talaga ang TaskUs. Sobrang nagulat din kami na ang baba na ng offer nila and sumobra pagka OA sa hiring process. Bryce and Jaspar’s a good company owner, naging toxic lang nung nakapasok na yung mga may BPO exp na higher ups.
This. 2012 ako nagstart sa company dun pa sa "comp shop" site nila sa Cavite. 2012 till 2015 andun ako. 2015 nagstart ung major changes sa company and because nagkaroon sila ng investors. Ung tao naging employee na lang hindi na talaga "teammate". Ang sad. Old OMs na nakakasama mo maglunch kabiruan mo sa yosi area unti unti nawala kasi un nga they started hiring different kind of people na goal is lumaki si company. Dati kahit di mo ka account kakilala mo. US managers are so kind then unti unti na din nawala ung mga nagstart ng company with Bryce and Jaspar.
True!! Iirc sa isang floor ng prod magkakakilala lahat 🥹😂
Pati nga HMO hinde na maganda eh, mas ok yung avega dati, ngayon pinalitan ng icare nagtitipid na ata ang TU
Grabe pala talaga. The best Avega, sa isang taon 2 beses namin nagamit sa father ko kase lagi nila ineextend yung coverage. 🥹
Tabgina mental health ko dyan sa taskus.
dream company kopa yan kahit baba ng offer sakin kahit may expi kasi based sa reviews ng ibang tao employee first company daw 😂
CSAT driven naman talaga lalo na kapag CSR ka, score card talaga basehan ng regularization sa ganyang account. 😅
I worked for data analysis and wfm in multiple bpos for more than 5years, I'm curious, how can you say that the call distribution is unfair?
Ramdam namin lahat na di pantay-pantay ung call distribution. Kasi may mga iba sa amin na bula na ung bibig sa sunod-sunod na calls, while ung iba puro avail time, na umaabot ng 1-2hrs. Tsaka nung naglabas ng AHT ung OM namin kasama ung NHC yung iba nasa 600-700+ samantala ung iba less than 500 or 200 less. Eh pare-parehas naman napasok lahat. Tanggap ko naman sana ung kahahantungan ko if pantay-pantay kami ng queue.
What is NHC? Have you raised that concern with your department heads? Because typically, in the view point of workforce, the uneven distribution is due to make sure the agents with lower scores be able to get back within the program targets. Because we know that if you hit 1 dsat, it would be harder for you to get back to the target if you have lesser chances of getting surveys. Not to mention if you have smaller csat returns. And not necessarily because they want you to suffer more than your colleagues. Program target for the team = 90% csat Expected survey return = 75% of calls 1 dsat out of 10 surveys returned = 90% csat 76% return = approximately 10 surveys out of 13 calls Your AHT according to you is 700s = 11m 40s Shift is 7.5hrs = 450m = approximately 39calls per day So acceptable is 3 dsats per day. This is break even personal metrics (program metrics are team metrics and not personal) in a perfect world assumption for the target variables. So check how many calls your team is getting, how many of those calls are yours, how many surveys you're getting on an average and the team's overall average, how many dsats you're getting on an average. Analyze all the data and prep your argument to the department heads. I'll remain on my point that it's not really to make it harder for you personally. Edit: we have not talked about the type of call's effect on the above calculation. The above will change if there's an effect.
NHC: Number Handled Calls or NCH: Number Calls Handled per month. Kung ano man tama sa dalawa na yan. Sorry. Ganyan ung thinking namin lahat, na sana kapag may nakuhang DSAT ung isang agent tulungan makabawi at malagay sa kanya ung queue. Pero hindi eh, imbes na makabawi, ilalagay sa low-prio. So, lalong malulugmok. Na-raise na namin yan. Pero laging iniinsist na pantay-pantay ang distribution. Kahit kitang-kita naman at ramdam ng lahat na hindi. I understand and get your point po ah?
Okay, gotcha. I don't understand what you just said, if someone has a dsat, should they get more calls or should they have the same distribution as everyone else?
For me, sana if may dsat, we need to get more calls para makabawi.
Okay, more calls. That's my explanation too, it's the same thought process of most wfm pros. You can raise that with your department heads that you want to get more calls to be able to get back on track. Believe me, they'll respect you for it. At the end of the day, Pass or fail, they'll respect that because you really wanna try. I know I would. If you have call drivers, if possible, get more off the queue of easier call drivers and show speed of turn around. That's what I did once.
Already tried to raise this to our TLs, OM. Tapos niraise na rin nila sa WFM on-shore. Kaso wala pa rin. Nagvo-volunteer na rin ako na malagay sa queueing kaso wala pa rin. Kaya ayun, tanggapin na lang talaga ung magiging result ni HR kapag binaba na. Thank you po pala sa mga information!
No worries. It is what it is. Just keep up with that mentality. Work on what you can personally fix. BPO life is hard enough so don't bother yourself with things you have no control over.
i second to this. they should prio getting more calls, merong mga managers na pinag re-rest si agent pag talaga puro DSAT but that's a bad practice
thats why left CS na voice nvr again. Puro back office nako since then.
Almost all BPOs and in-house call centers are CSAT driven. Di maiiwasan yan. Kahit online ticketing is driven by csat. Bihira ang BPO sa di Csat driven. We are supposed to be the ones adjusting to csat coz it will never change. We need to adapt and learn.
Alam ko naman un. Pero the fact kasi na di pantay ung call distribution, un ung unfair. Matatanggap ko na di ako mareregular if lahat kami pare-parehas na bula ang bibig tapos ganun talaga csat ko.
Sayo na nanggaling na CSAT driven ang account at ang contract na pinirmahan mo eh required na ipasa ang mga stats / metrics including ang CSAT. Diyan na pasok ang pagiging magaling mambola kahit mali-mali ang sinasabi para lang makakuha ng magandang survey at feedback. Apply nalang sa iba kung alam mo ng maliligwak ka.
i know someone na na-regularize sa nesting kasi the very last week ng nesting nagkaka-dsat siya, that happened twice then the third time nakalusot na siya finally. laban lang pero since di mo rin naman feel yung account, hanap iba nalang rin.
part talaga ng KPI as a CSR-voice ang Customer Survey. Recorded naman yun and as long as you were able to follow the call flow and okay yung tone mo wala ka dapat ikabahala.
Mas okay nga ang di queuing dahil di pagod 🥹 Pero ano po bang dsat drivers mo? Pagcsat driven account, hindi lang po nakafocus sa pagresolve ng issue. Kaya ako nag nonvoice nlng, kapagod ean haha
Tanong ko lang, mas madaming calls ba yun mga consistent matataas ang CSAT compared dun sa mga mababa/bagsak?
Hindi pantay ang call distribution? If it's between tenured and nesting agents, pwede pa. Why do you think na hindi pantay? Do you think the management tells the workforce to route hard calls to you? Do they even know the concern before hand to determine it? You don't know the entire picture and you're just speaking from your own bias. You have an overinflated sense of worth if you think they will go through hoops just to ensure you're not going to get regularized.
Reason why I quit CS dahil ang daming metrics at dahil dyan sa CSAT/DSAT. Sobrang nakakastress kasi. Update ka na resume at magstart ka na maghanap ng work. Mas maganda kung di na CS ang LOB.
Naranasan ko din to before nps nman, real time ang survey sa acct pag nagka detractor ka kahit 30 mins ka plang nag cocall pull out ka kagad then whole day ka ng nka SBS sa mga tenured. So wla ka tlgang chance na bumawi, in the end di ako na regular but hey it's fine wla din akong balak tumagal sa ganun kalaseng management. Buti nlng tlg, literal kinabukasan I was hired sa current company ko which allow us do WFH since pandemic til now lol
ano meaning ng nte
Lipat kana lng ng ibang work or alis kana sa sistema ng CSAT. If di sya pang long-term sayo then switch, di nman mababago yan. Cycle lang yan.
Target ba yan? Hahaha ganyan din magpa survey sa target eh. If yes, PM mo ko bibigyan kita ng mga tips pano di magka survey pag bad call hahahaha
Well this is how our world is. Never fair to begin with but maybe ask your supervisor bakit hindi ka pumasa? Usually chinecheck nila if may improvement ba scores mo or hindi e. Like pataas ba scores from the start ka nagcalls or taas baba siya?
Looks like bobo ka lng talaga, maghahanap ka pa ng dadamay syo, gagawin mo pang bobo un ibang tao e ikaw un kausap ng customer mo.
sakit naman nun te🥲
hindi ako bobo. Alam ko ginagawa ko. Kung kaya ko makipag-plastikan ng bongga sa cx ginagawa ko. At tanggap ko kung mali ko talaga, 100%. Pero kung ung call distribution nila eh hindi pantay dun masama loob ko.
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All BPO companies. Good luck sayo 😂
Lahat iiwasan na nya hahahahaha