Why the outrage over the call center agent ‘slur’ in ‘The Borrowed Wife’ fails to move me

20THE-BORROWED-WIFEThe outrage being expressed by certain members of the call center agent population, or business process outsourcing (BPO) industry, over a perceived affront in the script of media giant GMA 7’s latest series “The Borrowed Wife”, frankly just fails to impress me:

Indignant call center agents vowed to boycott the newest GMA television series, “The Borrowed Wife,” starring Pauleen Luna and Camille Prats, after the lead actors spewed “insulting remarks” against call center agents and the business process outsourcing industry.

In the pilot episode of the “teleserye” (television series), the stars exchanged lines, saying “Hindi ako nag-aaral para sumagot lang ng telepono! (I did not go to school just to answer phone calls!)” and “pang walang pinag-aralan lang ‘yan (that job’s only for uneducated people).”

On the site FashionPulis.com, they featured a letter from a certain JM Cruz, who identifies himself as “the host and creator of The Call Center Show”:

We strongly condemn this kind of mockery. The nerve of these supposed writers to discriminate against an industry they know nothing about!

The gall to belittle an industry with billions in revenues making it one of the chief economic drivers of this country. An industry that employs hundreds of thousands of hardworking people who pay billions in taxes to the government. What about them? How much do they know? How much research have they done to make such sweeping, degrading statements?

Really? Of all the possible issues that these people could find with the TV show and the society it depicts, they chose to focus on a perceived slight to call center agents?

Why don’t people discuss why the Philippines is so dependent on call centers to prop up its hollow economy in the first place? Why don’t people discuss the skullduggery and hanky panky that goes on in Filipino companies which, for example, led the male character to lose his original job? Why don’t people discuss the pervading machismo culture in Filipino society, which keeps the men from sharing the duty as breadwinners? Why don’t people discuss the idea of “if it’s too good to be true, it probably is”, something that many Filipinos continue to ignore in their daily lives and transactions?

Even in that portion of JM Cruz’s letter which was quoted above, he fails to see the irony in his statement of “an industry with billions in revenues making it one of the chief economic drivers of this country. An industry that employs hundreds of thousands of hardworking people who pay billions in taxes to the government.”

Let’s spell out certain realities about the call center industry that many Filipinos seem to overlook.

The Philippines is home to many call centers and BPO companies mainly because labor is cheap and abundant here. Granted, the English-speaking ability of Filipinos is still considerably better compared to its Southeast Asian neighbors, and even compared to BPO giant India and outsourced production giant China. Filipinos easily can adopt a working American accent, something absolutely necessary because occasionally you get customers who absolutely refuse to speak to anyone else but an American. Plus, Filipinos are generally more familiar with American culture compared to the rest of their counterparts in the region.

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The phrase “walang pinag-aralan” (uneducated) when referring to call-center agents is not necessarily true. And that’s the sad part; I can say rather accurately that many who become agents are actually overqualified for the job when it comes to academic credentials. Or rather, their degrees are totally unrelated to what is needed for a call center agent (then again, what is). Because of the sorry state of the Philippine job market, however – too much supply of people looking for jobs, not enough demand, and not all that supply is qualified – they are forced to take jobs like call center agents when they can’t get ones related to their courses.

Unfortunately, a call center agent job is a dead-end one. This is better expressed with a phrase in the vernacular: walang patutunguan. While they are not always necessarily glorified telephone-operators, there is a reason that perception persists: because it’s what makes up the bulk of the call center agent job description. No matter how hard call center agents claim their job is, that basic fact will not change. Telephone operators generally don’t command high salaries. Deal with it.

As there are few team lead (TL) positions, and even fewer top management ones, I can make an educated guess that a lot of employees who start out as agents stay an agent for a very long time, perhaps even the entirety of their career. If you think about it, it’s the perfect job for a people with a pwede-na-yan, bahala-na slave mentality. There are those who will defend it to the death as honest work to be proud of. To me, that is such an abominably low standard for something to take pride in.

What makes things worse is the preference of certain companies to hire officer positions from the outside, instead of getting people who went through the ranks. Why is this a problem? Because it doesn’t really do wonders for retaining your best people with potential.

As early as now, the lack of qualified applicants – only 9 in 100 applicants get hired for entry-level positions – is a cause for concern for the expansion of the BPO industry. According to that report, many applicants get rejected because of any or all of three main reasons:

1) They have insufficient communication skills (primarily spoken English);
2) They lack the needed computer literacy, and;
3) They lack problem solving skills and critical thinking faculties;

Thus my earlier statement is further verified: the Philippines not only has a shortage of jobs for its ballooning population, it has a population that is generally unqualified to fill in the available ones.

If you caught what I said earlier, the BPO industry is planning to expand even further in the Philippines. Even if the BPO industry brings in a lot of cash to the Philippine economy – comparable to overseas Filipino worker (OFW) remittances – it is not a sustainable way to prop it up. Quite simply, it is low to no value-added work. It does not contribute to the manufacturing base which Filipinos need. So even if someone tells you that the burgeoning of the BPO industry will lead to the boost of other business sectors – like food and retail, transportation, education, or even real estate – the bottom line is it merely feeds the excessive consumerism that Filipinos are known for. Call center agents will simply take their hard-earned salary and piss it on cellphone load, on the uptown restaurant that everyone’s been talking about, on that fancy condo unit which they will rent but not own, or on the next trendy gadget.

There is no capital base being built up, financial, much less intellectual capital. What good is a supposed boost to education if we’re teaching people how to be perpetual slaves? What is needed in the country is an education program that promotes entrepreneurship.

The other thing that Filipinos should be showing concern about is that BPO industries comprise an outsourcing trend that can simply come and go. As more lower-cost and better English-speaking destinations inevitably start sprouting in other parts of the world, the industry will simply go where they are. The other side of that coin is that sooner or later developing countries – whose companies are largely responsible for the outsourcing trend anyway – will want those jobs back because they are starting to feel the crunch of the current global economic downturn.

For those Filipinos who think being a call center agent is cool, I will tell you it’s not easy. Neither is it glamorous. Most importantly, it’s not for everybody. A lot of people I know who went into BPO’s or call centers picked up a few undesirable conditions, and even habits that they didn’t have before. The tendency of call centers to aggravate conditions like high blood pressure, and the persisting link between call centers and sexually transmitted diseases (STD’s), for example, should really make one wary of entering them.

It should be viewed as a profession of last resort, only when all other options have failed.

Quite simply, Filipinos should quit propagating the delusion that call center agents/BPO employees are a prestigious or “special” community.

For those of you who are thinking that I don’t know what it’s like to be in a call center or BPO, I’ve got news for you: I do. I did the graveyard shift. I went through accent neutralization/accent reduction training. I took the calls. I dealt with the angry customers. I followed and memorized the script. I endured the high-pressure environment and the illnesses associated with call centers/BPO’s for years.

All for what was, at that time, seemingly high pay, you know, the one with the Night Standard Differential (NSD) and other allowances. God knows I paid an intangible price with my health, and with my way of life, for that salary.

In the end, I asked myself: Is it all worth it? Do I want to spend the rest of my life doing this?

I found the answer to those questions in the most unexpected of circumstances. Yet I was also able to do something in a call center/BPO many Filipinos have so far failed to:

I got out.

[Photo courtesy: Manila Bulletin and Pampanga Call Center]

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About FallenAngel

А вы, друзья, как ни садитесь, все в музыканты не годитесь. - But you, my friends, however you sit, not all as musicians fit.

257 Comments on “Why the outrage over the call center agent ‘slur’ in ‘The Borrowed Wife’ fails to move me”

  1. Never ceases to amaze me how a group of people can enraged over a throw away line in any fictional tv show? Have they never heard of in character ? I got news for some of you. People like John Travolta or Terry Hatcher are given a script. They say whatever is in that script to assume the character . It by no means makes anything the Gospel truth. People whose feelings are hurt because of things like that, deserve it. Oh yeah. This is Emo Nation after all.

  2. I can sense that you have not matured. We work not to have fun, we do not work because we want a higher position, we dont work because we want to have friends in the office, we dont work because we want people to be envious of the kind of job we have…we work primarily because we want to earn. Life is difficult and the sooner you can accept this, the easier it will be for you to move on with your life….i hope you can realize this sooner…

    1. is that not the point? that it shouldn’t be working simply to earn? that there should be more to working than just simply going paycheck to paycheck?

      1. You are setting yourself up for disappointment. You dont rely on your work, boss, to make tou happy. We are responsible to self motivate ourselves as work in general is a LABOR we need to endure so we can earb to provide for our basic needs. To my point – everything that the writer put here are things he decided to accept and not control. Focused on the negative rather than the positives. Bottomline – things will depend entirely on one’s behaviour REGARLDESS the industry. Resiliency is what separates successful people from the ordinary – they have higher adversity quotient, measured based on one’s view on things contollable, ownmership of the situation, ability to think of ways on how minimize potential downside, and getting past the issue as quickly as possible. Writer to is just one cynical whiner who cannot move on from his past experience and saw all the negative things (mostly true) but failed to look at the overall picture of being a bpo employee.

        1. True!

          And to the writer it seems like you have bad experience in BPO industries that you cant get over with…pwes… move on b*tch…

      2. Yah, and that’s called FAMILY. You work to support your family and yourself. Job is not a Party.That’s the reality for majority of people. If you are a hardworker, you don’t need FUN in a job. That’s only for lazy people.

    2. Actually i suggest you move on … from the cc/bpo/it industry.
      You give the industry and the philippines a bad image.
      Not the calibre or attitude which is needed.

  3. Please give me an alternative to call center jobs with the same pay and I bet you people will resign from that environment in flocks.

  4. coz everything you threw against being a call center agents is a character problem. wherever you are, whatever your job is, there’s always a healthrisk. everyone can adapt nasty habits. not just call center agents. and agents are agents for a reason, they opted out to be an agent, if you really wish to have career growth, YOU CAN. you just have to strive hard. there’s something wrong with you if you blame a JOB for your CHARACTER. pathetic

    1. what im trying to say is, yes its extreme to be affected over a tv show. but stereotyping and saying this job is dead-end one and giving subjective views which intends to describe the agents in general is a whole different story. i respect that everyone has their freedom to express and that tv show is fictional, but gaining reactions from people, agreeing to this degrading description is irrational and unacceptable. just sharing my thoughts

      1. Well, it’s not the fault of the fictional TV show if people have the subjective view resulting in a degrading description, is it?

        1. That’s the problem because they think it is still real to them. They may try to emulate or at least try to mirror the shows in to their lives.

        2. Must be too much watching “as seen on tv”.

          Idiot pinoys always ready to believe anything what the mass media tells them. That is why this country is still in the dark ages.

        3. im not moved too by this fictional show cause i know that the word “script” exists. but my point about stereotyping is for this article. i totally disagree on how the author described the industry as if he knows it like the back of his hand. yea i did not miss the part where he said he WAS one of us, but with how he described the industry, im starting to have doubts. again, i agree that the community has been too sensitive over this issue, but writing an article like this is a different thing.

      2. I digress, why is it that some people always say “just my 2 cents” or “just sharing my thoughts” or “just my opinion” after they just EXPLICITLY stated their opinion for everyone to see? To remind us that what we read is that person’s opinion, just in case we get confused that what he/she wrote was obviously their opinion?

        On topic, I agree don’t generalize, but I fail to see how criticisms can be construed as degrading.

  5. That’s because call center agents have an overly inflated opinion of themselves.
    KMA. Whenever I call for tech support half the time I can’t even understand WTF you’re saying.

    1. admittedly, there are some representatives who are conceited. However, most of the time the representatives (reps outside of India) CANNOT (yes CANNOT, i did not say DO NOT) understand their customers because of the sheer inutility and idiocy of their said customers.

    2. again, stereotyping. some may have communication problems but not all. not everyone is self conceited. it takes guts to respect a stranger who would yell at you at the start of the call and humbly apologize even if its not their fault. never STEREOTYPE. its the same as a brokenhearted girl who believes that “all men are the same”. its clearly BIASED and UNFAIR

    3. The usual over-reaction which makes call centre workers seem not only stupid but humourless.

      Juan was trying to get a job in Manila.
      The Personnel Manager said, “Juan, you have passed all the tests except one. Unless you pass it you cannot qualify for this job.”
      Juan said, “I am ready.”
      The Manager said, “Make a sentence using the words Yellow, Pink and Green.”
      Juan thought for a few minutes and said, “Mister Manager, I am ready.”
      The Manager said, “Go ahead.”
      Juan said, “The telephone goes green, green, green, and I pink it up, and say, ‘Yellow, this is Juan.'”

      Juan now works as a technician at a call center for computer problems. No doubt you have spoken to him.

  6. I would like to comment on what fallen angel said about the BPO industry. Those comments are dead wrong. It comes from someone who may have failed in training therefore cannot be consider as as call center agent. The STD or other bad health habit are also problems in other industry. We are adult that can choose what lifestyle we can embrace on. In a society where people who are graduates of Ateneo , DLSU and UP have the best career opportunities. Thankfully there is BPO industry that promotes people based on their performance, you are provided opportunity for a decent living instead of going to a different country alone away from from your from your families. I have been working in the BPO industry for more than 5 yrs. And i enjoy working. There is lot of opportunities in fact you could start as agent be promoted as supervisor in less than a year provided you have good performance.We don’t just take calls, we are problems solver. Day in day out I learn something different. The financial incentive is good provided that you have the rigth financial discipline. We make a difference in another life persons life.

    1. Working at the BPO industry is a decent job. They are not prostituting or selling sex so why do you have to look down on them?

    2. Hey Albert, you have been working in this call center industry for like 5 years, but you can’t even fully grasp the proper usage of the English language. Your syntax and grammar bring shame to people like us working for the same industry. At least get your sh!t right when arguing in these forums… That being said, there’s a grain of truth in this article. Try to look at this as positive criticism. I myself am not offended at all, because my call center job is just like any other day job, and easier to do! I have been working the dayshift since 2006, and I admit that I earn more than my peers who work in banks, in the government, etc. The only drawback is that it’s better to work for the government because they don’t shut down, unlke private companies, such as BPOs. So basically, it’s just like me having a normal day job, but it’s in a call center set-up. And I don’t get irate callers all the time because I am in a New Zealand account. They complain more politely and with class, as compared to their American counterparts who always get to talk to our graveyard call center peeps… To the author of this article, I understand that TV issues like these don’t need to get all the call center people fired up. If that were the case then all the policemen and politicians who were put in a bad light on tv shows and movies should all get fired up as well. But instead of praising these people’s efforts, you’re bringing ’em lower. Just like your typical Filipino crab. That’s why this country is in the dumps and there’s no immediate light at the end of the tunnel.

      1. Hey Karlo you have no right in cursing me. For one thing, There is no such thing as a perfect English. Americans have there own grammar lapses. Government can also go on bankrupt. It has happen to Brazil other countries. Bottomline there is no job security today. And American accounts also have dayshift schedule.

      2. Karlo, I bet you a lot of people want to make a comment but they are worried about you commenting on their grammar, syntax, etc. Come on now, comment on the more substantive points like what you are doing rather than those neglegible ones.

        1. haha nice Victor. its nice to pretend you’re a fool, than to be a fool pretending you’re smart 🙂

  7. so it is just ok to insult the lowly workers maids, dh, vendors. Oh they are not special anyway. Let us just violate their dignity coz theres nothing special about them lmao

    1. Oh look, the stupid faker is at it again. Haven’t learned anything from your ban haven’t you?
      You are still not very smart are you?

  8. Wtf is this writer into? Then dont enter the govt coz u might get corrupt, dont be an athlete u might get injured, dont be a soldier u might get killed. Lmao u guys crack me up. Nasa tao nman yan.std is rampant coz of the fags like u is spreading it

    1. Oh you’re using my name again you imitating troll. You think that jejespeak of yours will fool the author you malakanyakanyang paid hack? Enjoy your ban.

      1. Makes you wonder about the “wisdom” of the communications group. Outsourcing their trolling to a place where jeje speak is the norm. Talk about fulfilling jobs. Being paid to dumb it down. And people wonder why we consider the “brains” behind all this , idiots.

        1. They actually thought that their impersonating would actually fool us.
          They’re definitely getting dumber and dumber.

  9. A good insight into the issues facing the BPO industry which needs to rapidy adapt if it is not to lose out to the brighter, nimbler competitors abroad as the global sector moves to value-added services, and also as customers look for KPO (Knowledge processing outsourcing), ‘big data’, and analytics.

    Low margin, high volume call processing per se has little future growth, and is hostage to small changes in labour costs, overheads, and even currency fluctuations.

    With no capital investment in the philippines( due to constitution constraints) it is very easy for foreign call centres/customers to switch contracts to another provider in another country.

    Some of the more strategic thinking countries also see the provision as BPO/KPO as just one part of a holistic package they can offer to foreign investors with multiple benefits to the host country.

    Cloud computing, mobile apps development, and VPN’s ( virtual private networks are changing the structures of businesses and with more virtual/networked organisations, atomised profit centres etc. then the BPO industry must understand the drivers and start being ahead of the game and be problem solvers, ideas generators – and that is where there is a real skills gap in the philippines, along with archaic management styles.

  10. That outrage is the result of the “balat sibuyas” crowd, jumping their opportunities to ride the “fad”.

    If you ask me, it is just plain “kababawan” of the pinoy at work.

  11. Hmmm…so the question..”Is it still real to them?” That rage though…scary~ Vowing to boycott the show..wow real talk. In a few months when it cools down, these same people will simply go back to tune back in and forget just about everything else.

    Have they forgotten that it was a TV show, and quite a dumb one by the way. There’s absolutely no reason to get butt-hurt with regards to it. People need to take the chill pill sometimes and learn to take things just like a grain of salt. It happens a lot in shows abroad and people just laugh about it, they may cringe on some but they won’t overreact as if they are trying to overthrow the President.. I know what to expect, they might even demand an apology next time../facepalm.

    In my line of work, I get lots of insults, cusses and jokes about it..and I don’t give a damn. What matters to me is I work my ass off to earn a living and be the fine upstanding citizen that I should be. No matter what other people perceive with what I do, I always know that I know better and instead of raging about it in the interwebs I just put that energy to work.

    1. Are you saying that the fictional TV show disrespected your job as a call center agent? You do not see any outrage on Mike Rowe doing his Dirty Jobs which is not fiction. Frankly, all I see is just a bunch of “balat sibuyas” crowd jumping the bandwagon.

  12. this article bored me to death. I worked in a local private dayjob company and i was earning 18k a month..when i worked in bpo and mind you not all are “operators” — this writer is dumb. I was getting 70k a month. geez. no brainer.

    1. You probably weren’t taking calls in a call center. Your use of “no brainer” is out of context.

      Could you expound on your position and job description to justify why you’re getting ₱70,000 a month?

    2. The article was not about how much you guys earn. (or did you even understand it, must be too much starbucks coffee for you) You can go with your 70k a month but you would still be the same as the others, mababaw. It’s true, your 70k a month wouldn’t buy you class.

  13. I am appalled that there is real outrage over a fictional show.

    It would be a different case if the contents of the show were expressly stated opinions of the network, the writers, and the actors/actresses. But no, so why the outrage? It is all misplaced and the front runner of that outrage movement should be put in his place: shamed to obscurity.

    With all the stereotyping people suffer from Filipinos, they themselves should learn to take jabs aimed at them, intentional or unintentional.

  14. Ang pinilakang tabing ay salamin ng nangyayari sa lipunan na may dagdag na imahinasyon upang kagatin ng lipunang may kanya kanyang pananaw at panlasa na kailangan punuin mapakatotohanan man o kathang-isp lamang.

  15. True or not – we should preserve one’s dignity regarldess the type of job. What is offensive to one may not be offensive to others and the fact remains that a lot felt offended with what happened. I can give you a thousand reason why being a senatot is such a lowly career with the quality of politicians we have but all of the other jobs have its own pros and cons. Media company play a big part in shaping a country’s perception on things and the incident promoted the idea of being a call center agent is such a thankless job. True or not – it promoted an idea that can be relative – the show lacked the social responsibility!

    1. Its a story. Meant to entertain. Meant to get viewers. Viewers I know for a fact that care more about artistas saying the lines than contemplating what it is actually said in those lines. TV writers should only care about crafting a show that will attract the audience their producers want. They are not their to solve society’s ills. I don’t expect anything said on Dexter or True Blood to have any bearing on any society or on any labor force. Maybe you do.

      What is next? You will demand justice for all of Max Alvarado’s on screen victims?

      1. Or Paquito Diaz? Or maybe Eddie Garcia? He’s still around. Might be able to sue him.

        Dexter is inspiring though. And very cathartic.

  16. You certainly couldn’t outsource humour to the humanoids in the call centres.
    Get over it cry babies ( most seem gay, hence the high sensitivity, feigned indignation, high pitched voices, and love of latte coffee)

    1. Then perhaps why don’t you offer a counter-assertion to the ideas put forth here. All I see from your end is whining that “we don’t understand”. Just because I didn’t praise call center agents to the high heavens, I already “don’t understand”?

      And for your information, I did go through a call center. You will be able to read that in the article. What part of that didn’t you understand?

  17. I rspect the author’s opinion but this is such an idealistic perspective! you don’t degrade anyone’s job no matter what it is, we work hard to put money in the table and BPO helps us do that, so wake up in the reality of life, unless you’re born with a silverspoon and able to choose the job which is relevant to you! You blame this country for not providing sufficient jobs as it supposed to!

    1. I suggest you get back to the coal face and stop displaying your stupidity.
      Clearly the issues in the article – and they are multiple – have sailed over your head, so a fatuous comment is all you can muster.
      You prove one of the points. Thanks for that.

      If your personal umbrage is your only concern. Tough sh!t. Thats life. Wake up and smell the coffee – no doubt latte in your case.

      The funniest thing about these peasants in call centres is they actually think they are educated and like to be pretentious amongst their peer group, but are unsophisticated twats in the scheme of things, as they have shown here, and are too stupid too even realise it. No wonder a little comment results in throwing their rattles out of the pram. Good job they don’t work abroad. They wouldn’t last 1 day.

      My god did they even have a decent education, and they have the nerve to insult the author, but cannot string any logical or coherent sentences together.

      Before, i gave call centre operators the benefit of the doubt. Now i know they are fully paid up members of DENSA

      and what % have passed tefl/tesol

  18. The only other reason why thew Philippines stays afloat is because of offshoring. Take these jobs away, the Philippines is a dead weight that world is willing to drop, in fact, these businesses are slowly moving back to places in US because of unemployment rates. The Philippines better act fast and actually use their head in this dilemma because once the last outsourced job moves back, its game over.

  19. Working for the BPO is only a dead end job if you want it to be. If you have been working for 5 years and still haven’t been promoted then you have a dead end job, doesn’t matter what kind of job you have. FYI BPO is a special community just like doctors,nurses,lawyers,taxi drivers etc. They work hard for 9 hours or more to earn honest money. So no one has the right to ridicule another man’s bread and butter.

    1. “FYI BPO is a special community just like doctors,nurses,lawyers,taxi drivers etc. They work hard for 9 hours or more to earn honest money.”

      Huh? You say special and then go on and say just like doctors,nurses,lawyers,taxi drivers etc? Must be too much starbuck’s latte, huh?

      Get over it dude, the article is just about a FICTIONAL tv show and it doesn’t mean what they said about your oh so special BPO is also true. If that comes across as the truth to the viewer of the TV program then tough luck, it just the way the pinoys think, not the fault of the TV show.

      1. O Wise One, where do I get your cerebral prowess so I can interpret a PINOY TELESARYA as a threat to my livelihood and my self esteem. It seems to be something you have mastered. I am but your humble student. The more you degrade me the more I realize I have much to learn from you to feel the butthurt that you feel. I may never reach 1/10 of the EQ you possess to be so moved by a PINOY TELESARYA . Mensa must be lucky to have you.

        1. O Dumb One,

          You can get your cerebral powers by wiping your butt. I think you might get some of your brain there.

          Now I do agree that I have been affected by the lines of a Pinoy Teleserye. I’m a Filipino after all. But you on the other hand you might be a special case. Man taking the time to compare SUPERMAN and BORROWED WIFE aren’t we smart?

          And I’m glad you learn something from me. I like helping people with intellectual difficulty. Seeing you can’t even understand simple logic about respecting other people’s livelihood. Plus nobody gives a crap about your self-esteem. THAT’S WHY ITS CALLED SELF ESTEEM.

          Please by all means continue. I have all the time in the world.

    2. From being supportive, you have convinced me that you in fact actually deserve the ridicule, and more of it. ( career tip – never go into public relations or mass communications)

      The fact that you try to put yourselves in the same bracket as doctors or lawyers is enlightening, erroneous, and very pretentious, and invites ridicule. 4 – 7 years training – 100 hour working weeks. Try it.

      Or try working 14 hours a day on a farm – too puny, or try working 18 hours a day in investment banking – too stupid.
      Just be grateful and shut up.

      1. Oil rig work, 14 hrs a day, 7 days a week, same sunrise view, same sunset view, same ocean. And i can also say…”you don’t know, man, you aren’t there!”. And you quote BPO work…. wala sa kalingkingan, dre.

        1. Joeld before you start your BIFF (it’s BEEF by the way) with BPO agents or the industry make sure you used the right words ok? I think your real BEEF with the BPO industry is that you didn’t pass English 101.

        2. Obviously, you don’t get the word, since BPO cannot tolerate such lunaguage. Look it up again, moron.

        3. “Now let me ask you this did that script writer in the show EARNED the respect of the BPO agents before DISRESPECTING THEM?”

          So you care about the scriptwriter? Their job is establish a character. So whoever wrote for the lines for Alexis Carrington or JR Ewing were horrible people. Like my previous example. The scriptwriter for Superman Returns by your way of thinking wanted “billions” to die. So you protested him / her I bet . Go ahead rationalize hyper sensitivity and KSP.

          To quote Barry Manilow “I write the songs that make the whole world sing”. He was not talking about himself literally but the spirit that allows the creativity to resonate with people in general. The song was written by Bruce Johnson. Who was the Beach Boys drummer well before John Stamos. The writers are not disrespecting call center agents. You are disrespecting the writing profession.

        4. I’m gonna break it down to you gently so you can understand as well.

          The story maybe fictional that may be true, yes its their job to establish character. That doesn’t mean they have to degrade another persons livelihood. Especially if its broadcast nationwide.

          Why do you compare Superman Returns to Borrowed Wife? Yes the writer wants billions to die but SUPERMAN WAS THERE TO SAVE THE DAY. It’s very different from Borrowed Wife unless they swallow a rock and become Darna. Then you can compare them.

          Barry Manilows song “I Wrote The Songs” uses metaphors if you don’t know what it means google it. The Borrowed Wife line that made degrading comments about BPO agents is not a metaphor but plain speech please learn to differentiate the two.

          Please stop comparing if it’s different as day and night. My god people here are worst than I thought intellectually.

      2. BPO agents are grateful for the opportunity given them. It’s douche bags like you mofos that make this topic a big deal. Those doctors,lawyers etc. are just the same as everybody working 9-5 as long as you’re getting paid for you’re services your an employee. It’s a shame you pricks were given the opportunity to go to school it should been given to people with open minds and a kind heart. Because jackasses like you don’t deserve it. Cheers!

        1. You, Nash, is the one with the closed mind, failing to understand the simple concept that it doesn’t matter what the TV show says. It is people like you who are blowing it out of proportion because of a simple slur from a fictional story. Even claiming that your job in the BPO is somewhat “special” apart from other lines of work. Well, get this, we can site countless other jobs which your BPO job can pale in comparison when you claim it as “special”.

          Bottom line, people can tell you your line of work sucks, but you don’t have to whine about it, because you know otherwise. Whining about it makes you appear more of a butt hurt cry baby.

        2. Joeld maybe it’s you having a hard time understanding the simple fact that EVERY job is special no matter what you do in life. That’s why I’m defending my previous job because I like it and I know how hard people work in that industry. I don’t know why you’re hating on call center agents maybe you got your ass fired or got your ass raped on the way to work but certainly you got issues with BPO agents. It’s only a natural reaction for anyone to defend their bread and butter. But from the way you talk you might be a professional douche bag.

        3. I think the question you need to ask yourself, NashAlmighty, is why you perceive that call center agents are being “attacked” in the first place. Perhaps there’s a disconnect between what’s happening in your head and what’s happening here in reality where the rest of us are at.

        4. Excuse me o Wise one. GRP did not call for an organized boycott. Spme of your brethern did. A foolish, naive boycott I might add.

        5. My issue is only with idiots like you – whichever industry.

          You give the decent people in the BPO industry a bad name and cement the stereotype in people minds. Duh.

          dumb and dumber can now make the sequel. We have found dumbest.

          Get back in your cubicle

        6. libertas yeah I heard they’re doing a sequel they need a jackass you will play perfectly. The differencw between you smart* people (man that cracks me up) and me is that you people are hypocrites. You people are employees as well and you’re hating on an BPO agents because you envy them that’s why you mofos are hating on them. Pretending to be smart is different from being smart and I pity you from the author down to anyone who agrees with him. May you mofos have a nice day. God bless your poor souls.

        7. @nash

          Whoa there, where in my comments did I say I hated BPO agents? My biff here is with guys like you who cannot let go of a simple slur from a FICTIONAL story. Why all the personal attacks? Suddenly you know my past now?

          Get this through your thick skull, there is nothing special about any job, hence stop acting like your job is somewhat special, sorry to burst your bubble. Same with being a filipino, it is NOT special.

        8. Ok smartass
          As an outsider – according to you.
          Tell me the relative strengths and weaknesses of the IBAP 2015 – 2020 roadmap – obviously you have read your industry blueprint.

          How is the industry gearing up for ‘big data’ when infrastructure is not up to international standards

          Why are there no centres of excellence being established to meet growing customer demand for high end app development and integration with front end sales and back office corporate software such as SAP gmbh as the worlds number 1.

          Integration of global vpn’s and 99.95% service levels cannot be guaranteed by philippine telco’s. This is unacceptable to many sectors including banking, airline etc. What is being done to address this.

          I could go on but a jerk like you doesn’t have a clue, and whats more is to blinkered to learn. Thats why you are at the bottom and i am at the top.

          And learn some manners junior.
          and never imagine you would make the accenture grade – you wouldn’t

        9. Libertas what the hell does the IBAP 2015 have to do with the topic at hand? Duh? your stupidity knows no bounds putting big words that nobody gives a damn. Hahaha man you’re as dumb as a they can get. Word of the wise never deviate from the topic makes you look dumb douchebag.

        10. Information Technology and
          Business Process Association of the Philippines ( IBAP ) -( the umbrella organisation for BPO’s and call centers)

          Relevant since it is the industry association, and in its recent roadmap both addresses and underpins a number of the strategic points raised by the author, (did you read the article – did you understand it) particularly competitive threats, skills gaps and poor quality of staff – as clearly evidenced by your absolute lack of knowledge and inability to make a relevant or sensible comment/contribution about the industry you profess to work in and claim to know and represent, but simply dumb down and focus on trivia/ad hominem without any attempt to even answer simple questions.

          Man or mouse!

          Do you even work in the industry! – do you even work!!

          And some people achieve success in lifr without needing a silver spoon, but by hard work, constant studying, an open and inquiring mind, and listening and learning from those who know more. 2 ears, 1 mouth – use them in that ratio.

          Enough time wasted on a closed mind. You have aquitted yourself not with distinction, but with derision.
          Try using all the spare time you clearly have to better yourself.

          “A mind is like a parachute. It doesn’t work
          if it is not open.”
          Frank Zappa

        11. Wow I didn’t noticed I misspelled yourself sorry Wintersoldier. But it’s you who can’t perceive logic giving fatuous comments, next time have the decency to backread the conversation ok?

          Looks like we got a DUMBASS here.

        12. “But it’s you who can’t perceive logic giving fatuous comments, next time have the decency to backread the conversation ok?

          Looks like we got a DUMBASS here.”

          Maybe it’s YOU who can’t perceive. If argumentum ad hominem is your logic, then you are totally missing the point.

          Looks like we have a BUTTHURT TROLL here.

        13. The thing with this joeld uhmm… person. Is that he fails to understand a SIMPLE thing that has been taught to us (maybe not you) by our parents,school and church that is to respect the people around you. Now I agree with you the show is fictional but that doesn’t give the writers the right to demonize someone’s work. Have you ever heard a line were they criticized the Showbiz industry for making crappy tv shows or films for years? No that’s because it’s like crapping on your own lawn. I think it’s funny that you guys can’t understand something as simple as that given that you’re educated people but hey you can buy the best education out there but you can’t buy WISDOM.

          Sheesh it’s easier to teach kids about RESPECT than these people.

        14. NashAlmighty:

          Sheesh, you’re responding to the wrong person.

          Here’s something about respect: it was EARNED, not given.

          Sheesh, its easier for you to MANIPULATE everything to kids than people like us because you want things that make you feel better.

        15. Wintersoldier

          Goddamn you’re absolutely right respect it is EARNED, not given.

          Now let me ask you this did that script writer in the show EARNED the respect of the BPO agents before DISRESPECTING THEM?

          Like Bob Marley said before you start pointing fingers. Make sure you hands are clean.

        16. Like I asked you before, NashAlmighty, why do you in particular view this whole thing as an “attack” that “disrespects” BPO agents in the first place? Why does the script writer need to earn the respect of BPO agents? Isn’t it all just happening in your head?

          All I see so far from you is whining about not being given respect. Perhaps if people like you instead focused on building up a value proposition for the call center and BPO industries then perhaps that would help dispel many myths and wrong perceptions that people who aren’t insiders have.

          Mga Pinoy nga naman talaga, likas magmakaawa sa halip na magpakita ng halaga.

        17. You don’t have to be a rocket scientist to understand that once you say degrading things to another mans livelihood it is DISRESPECTFUL. I’m gonna give you an example so you can understand slowly. If someone said that your parents work is for non-educated people, would you react? Especially if you know they are honest and working hard to provide food on the table, pay bills etc? You would be lying to yourself if you say no. You might punch that person disrespecting your parents. You still think its all in my head?

          Now the BPO doesn’t need to build VALUE PROPOSITION because it already has VALUE PROPOSITION. Those who said it doesn’t deserve to work in that industry.

          There are also a lot of wrong perception and myths on different jobs, hindi lang call center e.g. Police Force and Politics need I say more?

          If you still cannot understand I’m willing to elaborate further. So that your tiny brain might comprehend the logic behind most BPO agents outburst regarding the topic.

        18. Is it true in the first place? And why is it disrespectful, or rather, why do you feel disrespected if indeed it isn’t true? Why are people like you so hypersensitive about how people perceive you and your industry? Why do you put too much weight on external forces to validate your own sense of self-worth?

          You’re just proving my point: that certain pockets of your industry are more concerned about their image than they are about confronting the issues that their industry faces.

          And yes, I still think it’s all in your head. Because it isn’t in mine.

          And yes,the BPO industry needs to build a value proposition, precisely because that negative perception, which people like you are so overly conscious about, exists. And that value proposition is not going to come from complaining and whining every time someone makes a remark which doesn’t necessarily flatter your industry.

          Here is something from my follow-up article to this one:

          The experiences at the micro/individual level will differ greatly from person to person. The number of people who agreed with my views about the general image of call center and BPO industries is comparable to those who took issue with them. Taken at the macro level, however, the issue of image becomes less relevant when compared to the macro/collective level issues highlighted, for the sole reason that those issues will affect the entire industry, regardless of whether you are hypersensitive about your image or not. Thus, the focus should shift to those issues instead of being overly concerned about how your community is being perceived by other people.

          The comments left may or may not be representative of the views of the majority of the call center and BPO industries. It doesn’t really matter; what does is that such sentiment exists to begin with.

          If there’s anything that can be derived from that subsection, it seems that certain pockets of the call center and BPO industries are better at whining about their negative image than they are about demonstrating their value.

          Read it and weep, NashAlmighty. Perhaps you’ll be able to learn something from the insights found in this forum if you stick around. And because you are unable to move on and get over that perceived slight from the GMA show and this article, I can categorically say that if there’s anyone who is suffering from a tiny brain, it would be you.

        19. I’ve read it but didn’t weep. I laughed rather made me fart at least once.

          If you can’t even understand why it’s disrespectful then I pity you sir.

          No one said the BPO industry works for GOD. It isn’t a holy job. So that is your goal to expose the “dark side” of the BPO industry? Man how petty and ignorant are you?

          Every Industry has its boogeyman whether your in Showbiz,Politics,Police,Stock Exchange do you get the idea? Even priests working for god commits rape. For god sake! It doesn’t mean the Pope and every priest in the world rapes altar boys. You are generalizing an INDUSTRY of thousand of hard working people. There maybe a few bad apples that doesn’t mean they’re all the same.

          Again I pity your petty little war against the BPO industry. I also think you should get some help your brain might be in your rectum. Because your saying a lot of crappy things.

        20. See, therein lies the fatal flaw in your thinking: that I am starting a “petty little war”. That someone who says something you don’t like is starting a war. I merely told things like I saw them; what gives what I said weight is that I actually went through it.

          What makes you think I said the BPO is a holy industry? People like you are the ones giving out that impression, not me, precisely because you imply through your whining that “Thou shall not say anything about the BPO’s that we don’t like.”

          I don’t need to do any exposing of any “dark side” of the BPO industry. Does it even exist? I didn’t mention anything about it.

          What my goal is, or what you perceive it to be, is irrelevant as I have not tabled it as a topic for discussion. But instead of focusing on the issues I placed for discussion, you would rather speculate about things outside the scope of the discussion.

          Looks like you’re one of many who do not understand what a generalization essentially is: it is a statement about the collective properties of a set, though it may not apply to ALL the members of that set. For example, while we can say the Japanese are generally disciplined, it doesn’t mean that ALL Japanese are disciplined.

          A little bit of friendly advice: If it’s true, do something about it, other than whine. If it’s not, simply ignore it.

          Tough luck that people like you who whine about “perceived slights” don’t do wonders for the collective reputation of the BPO industry, and especially Filipinos in general. That’s just the way it is. Tsk tsk. Resorting to such language as “your brain might be in your rectum” shows that you certainly didn’t learn manners from whatever BPO or call center you come from.

        21. Well that’s a laugh riot so you’re saying to me that if it’s true, do something about it, other than whine. If it’s not, simply ignore it.

          But you started a blog complaining about the outrage of the BPO agents. Ain’t that a female dog. Here’s my advice:

          Before giving an advice to someone follow your own advice first.

          Unfortunately, a call center agent job is a dead-end one. This is better expressed with a phrase in the vernacular: walang patutunguan. While they are not always necessarily glorified telephone-operators, there is a reason that perception persists: because it’s what makes up the bulk of the call center agent job description. No matter how hard call center agents claim their job is, that basic fact will not change. Telephone operators generally don’t command high salaries. Deal with it.

          Now that from your blog if that is not an attack then your a saint you should go to heaven right now.

          As early as now, the lack of qualified applicants – only 9 in 100 applicants get hired for entry-level positions – is a cause for concern for the expansion of the BPO industry.

          Another attack to BPO agents, what do you need a MASTER or PH degree while giving customer service? If I recall some of the prominent people in the world lack college degrees but still are successful? Google them you might learn a thing or two.

          Now I could have used cuss words but I said that your brain is in your rectum is the more polite than using the usual stuff. Because I respect your rectum placed brain.

          Don’t shame yourself at least stand on what you believe in. If you hate BPO industry fine that’s what you feel. I love making you feel stupid for it. Trust me I do.

        22. Again, you make another flawed assumption: that my blog is “complaining about the outrage of the BPO agents.”

          Tsk tsk. Another disconnect between your perception and the reality yet again. What makes you think I am “complaining”?

          So in the first paragraph you quoted, assuming you understood it correctly, where exactly there is the attack? So far you’re the only one saying that there’s an “attack”?

          That 9 in 100 – duh, did you go through the link I provided? An official of the IT-BPAP was interviewed for that report, smarty pants. If you have any issue with that figure, go take it up with them. Do you even know what the IT-BPAP is? If not, get out of your call center or BPO. Now.

          With every word you type in this forum, you expose even further your own small-mindedness and stupidity. If you want to keep playing this game I will indulge you. 😀

        23. My god you are burying your own brain 6 feet under. So what if I’m the only one saying in this blog you’re attacking the BPO industry? Do I need back up?

          Go to a BPO company and I dare you say the things in this blog you might get your butt thrown out. But you won’t do it of course you ain’t that stupid… or maybe you are?

          An ATTACK means you’re using information to criticize,belittle,degrade or judge someone or something. If you read your WHOLE BLOG. One will know you are lying through your teeth saying your not attacking the BPO industry. Female Dog Please. Save yourself the humiliation.

          Don’t worry I have all day as well. 😀

        24. Haha! I still don’t see anything other than you whining about what you perceive as me whining about what I perceive as certain call center agents whining.

          No logical counter-argument to my points, no counter-assertion that can stand up to objective scrutiny. No new value-added insight to the topics at hand.

          B*tch please.

          Wherever I say what I say won’t change the reality of what I say. Deal with it.

        25. Hahahaha someones getting their buttons pushed.

          “Resorting to such language as “your brain might be in your rectum” shows that you certainly didn’t learn manners from whatever BPO or call center you come from.” You said to me earlier.

          Now you said “B*tch please.”. You are really contradicting yourself.

          And yes you are whining about certain call agents whining. You took the words out of my keyboard. Why else would you make this rant of a blog if not?

          “A little bit of friendly advice: If it’s true, do something about it, other than whine. If it’s not, simply ignore it.”

          From your own words yet you detailed every flaw you see in the BPO industry. If that is not a rant well I’ll leave it to you to understand what is a rant. Google will help you.

          I thought you said you will indulge this game of mine? Why stop now? Nothing to bring to the table like Joeld and friends? 🙂

        26. Yet you still haven’t answered the issues I posted in the article. No answer from you about what the BPO and call center industries plan to do about those issues. None? Thought so.

          As I thought, still stuck in the perceived “attack” mindset.

          What you perceive as attacks are what are called in the business world as “pointing out opportunities for improvement”. There. Do you understand now?

          You’re making this too easy.

        27. Well the topic I’m concerned about is about the monologue of the Borrowed Wife show.

          I do agree there are problems with the industry but every job has its problems so just go with the flow resign if you feel you don’t belong the door is wide open. I do what I can as an INDIVIDUAL, if the company does things that are not nice, then its out of my reach. There is no perfect job by the way.

          And don’t give advice’s you don’t follow licking your own genitals or liking your own status in Facebook.

          Please put up a challenge your being too predictable.

        28. Precisely my point. You are more concerned with that micro/personal issue than you are with the macro/collective issue that is more important.

          …just go with the flow resign if you feel you don’t belong the door is wide open. I do what I can as an INDIVIDUAL, if the company does things that are not nice, then its out of my reach. There is no perfect job by the way.

          What you just said is a perfect example of the typical Pinoy mentality of pwede-na-yan, bahala na, ganyan na talaga eh. If you don’t want to think bigger than yourself, then don’t complain about why others do.

          Yawn.

        29. First it’s not a Pinoy Mentality it’s a HUMAN MENTALITY. If you don’t want to be a part of it QUIT. The BPO company doesn’t kidnap employees and force them to work for them ok?

          Second STOP CONTRADICTING YOURSELF!

          “If you don’t want to think bigger than yourself, then don’t complain about why others do.”

          You said it yourself you did yourself a favor and got out of the industry. Have you contributed any change for the industry like lessen the tax or maybe upgrade the health benefits or maybe give employees separation pay for those who have worked for more than 5 years? HAVE YOU?

          SO WHY COMPLAIN ABOUT AN INDUSTRY YOU HAVEN’T DONE ANYTHING FOR ITS BETTERMENT? At least I know what good I do even if it’s micro can add to the BETTERMENT of the industry.

        30. So why are you assuming that those are the only ways to effect change in the industry? What are the pros and cons of lessening tax, or upgrading the health benefits, or giving employees separation pay for those who have worked for more than 5 years? What is the cost-benefit comparison? What is the bottom line financial impact to the BPO or call center if those policies are implemented?

          No answer? Don’t blame you. You can’t think macro.

          One of the hypotheses of GetRealPhilippines is that Filipino society can be characterized as one with lots of action underpinned by little thinking. So did you think things through before you proposed what you just did?

          What makes you think I haven’t done anything for its betterment? What I do or don’t do that I didn’t put up for discussion here is none of anyone’s business, much less yours.

          Tsk tsk. When someone resorts to all caps you know they’re losing it…

        31. I’m using CAPS to help you understand you’re kinda slow.

          Now you said:

          “What makes you think I haven’t done anything for its betterment? What I do or don’t do that I didn’t put up for discussion here is none of anyone’s business, much less yours.”

          Before that you said:

          “If it’s true, do something about it, other than whine. If it’s not, simply ignore it.”

          But your whining in your blog criticizing the flaws of an industry YOU LEFT BEHIND.

          “What is the bottom line financial impact to the BPO or call center if those policies are implemented?”

          I don’t know maybe it’s beneficial maybe not. But if it’s for the betterment of the industry then I’m supporting it. Rather than going to a blog whining about things you shouldn’t be whining about if you are not helping at all.

          By not even giving any opinion on what you have contributed or think you can do for the industry is not only irresponsible but utterly down right ignorant.

          You poor excuse for a man.

        32. Again, we’re back to that question: why do you see as “whining” or “an attack” someone who is pointing out “opportunities for improvement”? Why do you say it’s not helping?

          So why did you propose what you just did if you don’t know, with absolute certainty, whether it’s beneficial or not? If you said, “maybe it’s beneficial, maybe not”, then what basis do you have for asserting that it’s for the betterment of the industry? If you can’t say with absolute certainty that it will benefit one call center or BPO, then what makes you think that it’s “for the betterment of the industry”?

          And my whole opinion is this blog that you just read. Perhaps you were too busy getting butthurt to understand what I was trying to say.

          God, you’re slow…

        33. Oh by the way, NashAlmighty, the longer this goes on, the more you will prove that it’s not what I’m saying that is wrong, it’s your attitude.

          You have an attitude problem.

          You need to go somewhere and fix it. Cry, have a few bottles, play basketball, I don’t know. It’s ultimately up to you how you’re going to do so.

        34. Who judge that I’m wrong, is it you? Female Dog Please. Like I give a coitus.

          I have a attitude problem? You are lying to yourself. Editing comments. Contradicting yourself. Please do yourself a favor get a shrink. You need to release your hatred for the BPO industry.

          God knows you need it. Don’t let it bother you man.

        35. Nah, I’ve been consistent and had the wherewithal to rectify my mistakes. You, on the other hand, still feel a need to win one over anyone who’s on the opposite side of whatever you’re saying. I don’t.

          And you’re still assuming that I hate the BPO industry. I thought you’d already graduated from that?

        36. That’s why you made this blog in the first place right?

          Because you are pointing out the monologue from the TV show is justifiable and you expect everyone to agree with you?

          Are you that simpleminded?

          “And you’re still assuming that I hate the BPO industry. I thought you’d already graduated from that?”

          What who gave you that idea? The crap is in your blog of course I’m gonna use it and shove it in your uhhm. Comment Box.

        37. Oh my god you’re too.. how can I put this in a nice way.. simpleminded by the fact you can’t realize yourself your won attack and whining is beyond repair.

          “If you can’t say with absolute certainty that it will benefit one call center or BPO, then what makes you think that it’s “for the betterment of the industry”?”

          Well it’s just an idea and there are things that is out of my reach. What if you think you did better when you got out. Please enlighten me.

          Wait.. you didn’t instead you made a blog belittling the BPO agents who complains about a monologue from a TV show degrading the industry. Plus you rant about how THANKFUL you are getting out and you paraded the flaws with working for the BPO industry.

          Well ain’t you a ray of sunshine? So constructive. I bet your a bundle of joy working with… **cough bullcrap..

        38. Good. You’re finally starting to discuss ideas. But you’re still under the assumption that this blog is belittling the BPO agents and that the TV show degraded the industry so I have a problem with that.

          What makes you think I said I was thankful for getting out?

          You really can’t let go of your ego, can’t you? Let’s do it one little step at a time.

        39. I’ve been discussing ideas all day long took you long enough to get it through your thick skull.

          What made me think you said you were thankful for getting out?

          Next time proof read your crap before posting.

          I quote:

          “All for what was, at that time, seemingly high pay, you know, the one with the Night Standard Differential (NSD) and other allowances. God knows I paid an intangible price with my health, and with my way of life, for that salary.
          In the end, I asked myself: Is it all worth it? Do I want to spend the rest of my life doing this?
          I found the answer to those questions in the most unexpected of circumstances. Yet I was also able to do something in a call center/BPO many Filipinos have so far failed to:

          I GOT OUT. < capitalize coz I'm making a point.

          Go ahead edit the stuff so it will sound politically correct.

        40. Unless I said explicitly that “I’m thankful I got out”, you can’t assume I said that I was thankful I got out. I know what I wrote more than you ever will. Because, duh, I wrote it.

          At face value, all I said was, “I got out”. So where did that assumption of yours come from?

        41. “Unless I said explicitly that “I’m thankful I got out”, you can’t assume I said that I was thankful I got out. I know what I wrote more than you ever will. Because, duh, I wrote it.”

          You don’t have to write THANK THE HIGH HEAVENS IM OUT! To know what you’re trying to convey in the last part of your blog.

          You have been writing blogs for quite some time and you need me to point this out to you?

          Jesus Christ. Stop lying to yourself!

          At face value, all I said was, “I got out”. So where did that assumption of yours come from?

          PROOF READ your own blog man. sheesh what kind of writer are you?

        42. I’m being egoistical? Before editing your crap you admited yourself your on a HIGH HORSE. If that’s not being egoistic. God forgive you for lying.

          And I quote:

          “And yes, I am on a high horse, because I saw what it is I didn’t like about the call center and BPO industry I didn’t like, and I did something about it. I got out. Whereas all you people can do is whine about how you are perceived about others yet do nothing to counteract such negative perception. Oh wait, maybe you are doing something, but the whining is more visible than anything else.”

          BOOOOOM! Liar Liar Pants On Fire!

        43. And after I edited it the high horse part is still there. I added the extra line of what I accidentally omitted. The difference between us is that my arguments in the blog still stand; I’ve been backing them up ever since. Whereas all you’ve done is make a big fuss and complain that I said what I said. And when we started to discuss bigger issues than your hurt pride, you had little to say.

          And you’re misrepresenting my position, I already said that my edited comment should be used. So what does that make you?

        44. First I didn’t MISINTERPRET your position you did that by yourself. I showed you and you EDITED the stuff to make it sound nicer.

          You should thank me for that by the way.

          By the way that not misinterpretation that was your honest opinion your just too chicken to stand by it and edited the part that sounded wrong.

          You and I both know it.

        45. Oh my god you’re too.. how can I put this in a nice way.. simpleminded by the fact you can’t realize yourself your own* attack and whining is beyond repair.

          sorry clicked the post comment too fast.

        46. What giving up already? Did you have a boo-boo?

          Awwwww. And here I thought you got something smart to say and indulge my game as you said.

        47. What I mean to say is don’t give advice’s you don’t follow its like licking your own genitals or liking your own status in Facebook.

          Sorry clicked the post comment to fast. 😀

        48. What I mean to say is don’t give advice’s you don’t follow its like licking your own genitals or liking your own status in Facebook.

          Sorry clicked the post comment too fast. 😀

        49. May mga piling pinoy talaga na nag dudunung-dunungan pero hirap naman hirap makaintindi ng simpleng bagay.

        50. O Wise One,

          Whoever degraded the profession in the show was only speaking for herself or himself. Keep in mind that person is a fictional character like Popeye, Papa Smurf or Al Bundy. The same way the wicked step sisters degraded Cinderella. Dialogue and behavior written to establish meanness. Which you have actually done for yourself from your first post in this thread. I pick absurd examples because the thought of a throwaway line in a TV show being the basis of self esteem for a cross section of workers is in itself absurd. The fact that it is worth going to a publicized battle for, that is absurd. Who is worse? The writer for the Borrowed Wife or you for guns a blazin insults from your first comment on this thread? Your analysis seems to imply the show is a monologue with only character for the whole show. There are other voices and dialogue that somehow does not figure into the butthurt of that segment of call center agents.

          There was some blog available by using Google. Where the author questions why pinoys always feel persecuted and butthurt over dialogue and skits like Desperate Housewives. Yet the Germans are continuously persecuted and ridiculed and killed in movies like Inglorius Basterds (or however it is spelled ). Yet there is not one iota of German butthurt. They just go about their business and in the process are a better nation than us. So you will protest Tarantino now???

        51. O Dumb One.

          Yet again you’re comparison is so so so I’m afraid to say it yes it’s stupid.

          Last time I check I live in the Philippines and I’m a FILIPINO not a GERMAN so if you want the GERMAN way of thinking please by all means go live there. Apply for a visa no ones stopping you.

          That monologue you mentioned is not only destructive and yet again I have to explain this to you that it’s disrespectful to the people working in the industry. The character on the show said degrading stuff about the job this without experiencing the job. If they let her work on a BPO company then made the comments you might have a different topic.

          And yes I don’t give a crap about the show but that monologue can create an idea, make people who don’t know the industry think less of the people who actually work for BPO companies. Especially if you’re broadcasting it nationwide. So now do you understand the gravity of just one line?

        52. O Wise One. What was that issue that got you hot and bothered? Oh yeah in the words of Aretha Franklin R-E-S-P-E-C-T. Which seems to be something you are in abundant possession of. Your thread speaks for itself.

        53. O Dumb One,

          You’re asking a question you already know the answer. Your replies speak for itself. And yes I do get respect. I have doubts if you have any for yourself.

          P.S. don’t drag Aretha Franklin that woman is too talented to be quoted by someone like you.

          Cheers!

      3. I’m sorry libertas it’s hard to type on a smartphone what I meant to say is never deviate from the topic it makes you sound like a douchbag. I think you’re the one who need to learn some manners ridiculing another man’s job is not something an educated man should ever do.

        1. Liberta, oh my god what does the IBAP have to do with the telenovela ridiculing the BPO industry? Explain it to me. If you are a smart man you’ll know you are pointing out USELESS stuff FAR from the TOPIC. Are you even reading the stuff that you put in th comments man I feel sorry for you all that education wasted. sheesh stop making a fool out of yourseld please hahaha

        2. “sheesh stop making a fool out of yourseld please hahaha”

          Ad hominem comments with horrible grammar should not be tolerated.

          Looks like we have a TROLL here.

      4. The thing with this NashAlmighty character, is he fails to comprehend the simple point that the line from the telenovela does not in any way, degrade the BPO job because….. oh yeah, it is only a fictional story. So yes, it might be somehow true, owing to the fact that SOME of them are actually like that, tough luck!

        And he goes on endless ad hominems to the people who opposes him, talk about empty containers being noisier than full ones.

        Sheesh!

        1. The thing with this joeld uhmm… person. Is that he fails to understand a SIMPLE thing that has been taught to us (maybe not you) by our parents,school and church that is to respect the people around you. Now I agree with you the show is fictional but that doesn’t give the writers the right to demonize someone’s work. Have you ever heard a line were they criticized the Showbiz industry for making crappy tv shows or films for years? No that’s because it’s like crapping on your own lawn. I think it’s funny that you guys can’t understand something as simple as that given that you’re educated people but hey you can buy the best education out there but you can’t buy WISDOM.
          Sheesh it’s easier to teach kids about RESPECT than these people.

        2. Let me go through this point by point by point, since you do not possess the intelligence.

          1. “…that is to respect the people around you..” Now, how exactly did a fictional story from crappy tv show did that to your oh so precious and special BPO job?

          2. “Have you ever heard a line were they criticized the Showbiz industry for making crappy tv shows or films for years?” As an example, try searching for Lourd De Veyra’s letter to Vic Sotto for starters.

          3. “I think it’s funny that you guys can’t understand something as simple ………Sheesh it’s easier to teach kids about RESPECT than these people.” That is an ad hominem in, case you didn’t know. Nothing to do with the topic at hand but you would rather spice up your comments with such statements and words like “mofos”, etc. It only shows your level of EQ. Libertas must be right about that, though.

        3. I’m gonna use your own words for you to understand clearly. Even though its getting frustrating explaining this. Monkeys can learn this quick I don’t know why you can’t.

          1. “Now, how exactly did a fictional story from crappy tv show did that to your oh so precious and special BPO job?” – By using the mass media to demonize a job that thousands of people is doing to provide for themselves or their families and yes that job is SPECIAL as long as it provides food on the table and pays the bills every job no matter how big your salary is it’s SPECIAL.

          2. “As an example, try searching for Lourd De Veyra’s letter to Vic Sotto for starters.” – Lourd De Veyra’s not a script writer for mainstream TV ok? Get your facts straight his open letter to Vic Sotto is a request to make quality movies since he thinks Sotto owes it to the public for making millions. Is like asking you joeld to understand something as simple as this. IT WILL NEVER HAPPEN.

          3. “That is an ad hominem in, case you didn’t know. Nothing to do with the topic at hand but you would rather spice up your comments with such statements and words like “mofos”, etc. It only shows your level of EQ. Libertas must be right about that, though.” – Maybe its an ad hominem for you but its certainly not for me or the people that has the same opinion as me. While I do consider your replies and libertas as fatuoas and you two gobshites are just beyond repair. What now your too SENSITIVE for some cuss words? Berk please.

        4. 1. “…that is to respect the people around you..” Now, how exactly did a fictional story from crappy tv show did that to your oh so precious and special BPO job?

          Your did not answer this.

          2. That is the industry criticizing itself, albeit not in the form you wanted, if your talking about shitting in one’s lawn.

          3. …

          I give up, you win, the crappy TV show has demonized your special BPO job. Satisfied? Now what?

          I am getting tired of discussing things with someone who feels everyone who opposes him is a mortal enemy. Parang palengkerang bading e.

        5. Again for the Nth time you joeld must be.. god knows what you are because I’m having a laugh riot reading your replies every time I never thought

          1. “Now, how exactly did a fictional story from crappy tv show did that to your oh so precious and special BPO job?” – I don’t know if you can read or if someone is reading my replies to you, I just answered your question or is it too hard to understand? Kung gusto mo tagalugin ko ok lang. Sabihin mo lang.

          2. That is the industry criticizing itself, albeit not in the form you wanted, if your talking about shitting in one’s lawn. – Your stupidity baffles me yet again. That is LOURD DE VEYRA’S OPINION of VIC SOTTO’S WORK not the entire PHILIPPINE SHOWBIZ INDUSTRY. The writer of the show belittled the BPO INDUSTRY by saying disrespectful things. Man someone get joeld a freaking sticky note attach to his head he aint getting the topic.

          3. At least you admitted your defeat thank you. By the way there nothing wrong in being a palengkerang bading. They work hard in the palengke to earn honest money.

          And stop being a homophobic joeld. Using gay slurs doesn’t make you a man. Its makes you look oh wait a minute you are stupid cheers!

        6. “And stop being a homophobic joeld. Using gay slurs doesn’t make you a man. Its makes you look oh wait a minute you are stupid cheers!”

          And the reason why joeld give up? Because oh wait a minute you are stupid. Altogether, you’re totally missing the point.

          What you’re doing is attention whoring. Running in circles and went ad hominem mode just because you don’t disagree with the author. Meh.

    3. You live in a country where the elected leader ridicules real deceased people from Typhoon Yolanda by low balling the numbers. Where the the elected leader ridicules the survivors for surviving. Where the elected leader put up a fake shroud of confidence then when the damage was done his representative brings up irrelevant last names and says bahala na sa buhay mo. So what is so damaging about a PINOY TELESERYE again?

      1. Ok why would PNOY be dragged on the topic? The topic is about RESPECTING OTHER PEOPLES LIVELIHOOD. If you want to talk about politics then make a blog I’ll comment about it.

        But don’t go out of topic. If you have nothing more to bring to the table tell me ok? We can debate about Vhong. Man I’m laughing so hard right now.

        I already answered whats so damaging about the BORROWED WIFE monologue. Not the TV show itself. Back-read please. Spare yourself the pain of getting insulted because of your inability to comprehend such simple logic.

      2. Well, Gogs, I gave up on the guy. It is not about anything else but HIS job. Do not say anything negative about HIS job, because you will be demonizing HIS job, hence disrespecting HIS job. No, man, not even in a crappy teleserye, not even in your dreams, don’t do it.

        It is fascinating, though, how he seems to make it appear that this is a war against HIS job, and y’all just hate HIS job so much.

        1. Yes Joeld. Playing the part of the victimized pinoy. The persecuted pinoy. You and I can drop this topic but the butthurt will linger like durian in a house with no open windows. That butthurt boycott brigade will indeed be a sight to see.

    4. You are now equating doctors and nurses with taxi drivers? Is that where you got your appendectomy? At your local garage? Or was that where you received your law degree?

      If the only criteria you have for the value of your work is the paycheck at the end of a shift then why not raise the minimum wage to 1,000 Pesos an hour? Or better yet 10,000 Pesos. That way it won’t matter what menial labour you perform. It’ll all be good, clean, honest, overpriced, valueless work. But at least you got that huge salary.

      1. Wow you’re such a simpleton doesn’t matter how big your salary is as long as someone is paying you to work, you’re still an employee you just have a different tax bracket.

        1. I think you don’t get it. What I’m trying to say it doesn’t matter what your educational background is as long as you getting paychecks you’re still the same as everybody else waiting for the 15th and 30th.

          And yes I do equate doctors, nurses to taxi drivers. You’ll never know that taxi driver might be successful buys his own line of taxi in a few years he is richer than any doctor or nurse who has been working for decades.

      2. Is this guy living in the Soviet Union circa 1970s or 80s? equating cab drivers with doctors and nurses? you better give him his visa and put into the next plane going into the Worker’s Paradise, probably North Korea now..

  20. All these little ants creep out of the woodwork when they get butt hurt by a minor joke on a fictional tv series but have no comments on articles affecting the poor, the country etc.
    Selfish stupid b@stards. Simply not worthy of any more time.
    leave them to their karaoke and starbucks. it is as high as they will reach in life.

  21. Here is what is funny. The genesis of this particular piece by FallenAngel comes from the fact that he is pointing out “point missed”. So he takes the time to articulate the “point missed” with a little bit of insider perspective. Then you still have people coming in feeling butthurt about the throwaway lines in that show I personally have no heard of. Then again I don’t look at over the air channels for entertainment. If a character is a bitch on a fictional TV show. She will be given lines appropriate for a bitch. So she will not be liked. Why this has to spillover to your own life is beyond me? Do you really want your self worth defined by a fictional contra bida? Mean characters have mean dialogue written for them. What is so hard about that? You will go to some prime time drama for your self worth?? Huh? FA great piece man. You have proven that this butthurt is really out there.

    1. Thanks Ed. And to be sure I didn’t take anything out of context, I actually endured watching the pilot episode which featured the offending lines.

      I could have easily spent a whole article telling Filipinos how hypersensitive they are. But instead, I highlighted issues, in the show no less, I deemed more important than the hurt collective pride of a community. Example of what I wrote below:

      Why don’t people discuss why the Philippines is so dependent on call centers to prop up its hollow economy in the first place? Why don’t people discuss the skullduggery and hanky panky that goes on in Filipino companies which, for example, led the male character to lose his original job? Why don’t people discuss the pervading machismo culture in Filipino society, which keeps the men from sharing the duty as breadwinners? Why don’t people discuss the idea of “if it’s too good to be true, it probably is”, something that many Filipinos continue to ignore in their daily lives and transactions?

      And yet these people still decided to focus on the fact they were so butthurt by the lines of a fictional character. Indeed, Filipinos make and deserve their own emo wretchedness.

      1. If I recall. just a random movie moment. Superman Returns (2006) Lex Luthor played by Kevin Spacey said out loud that for his personal vision to succeed that billions will die. And he was happy about it. That is a far more grievous fault that demeaning the profession of call center workers. Where is the boycott for Superman or Man of Steel there?

        1. Johnny Saint,

          No sense painting all call center employees with a broad brush . Maybe it is only a noisy few who feel a boycott as laughable as it sounds is warranted. Fictional characters say all kinds of things all the time. Is one’s life so devoid of self esteem that scripted dialogue designed to give a fictional character depth is taken as an affront to one’s life?? Yeah let’s all crucify Teri Hatcher.

    1. being horny has nothing to do with being a call center agent… Jobless assholes have more tendecy of being one.. Besides, being horny is by nature…. don’t you feel horny? you impotent?

  22. Guess my job

    Description:
    I spend time with a phone to my ear talking to people

    What qualifications do you need:
    a big mouth

    What are the benefits:
    all the sex you can handle

    Where do you see your job taking you:
    Anywhere but here, or any butt any where

    What is the best thing about your job:
    Sitting down all day after a hard night lying down

    What is the worst thing about your job: losing the weekly karaoke contest

    How about your manager:
    Yeah, he pimps my ride and i ride his pimp

    And your customers:
    I don’t understand a word they say

    Motto:
    We give good bang for your buck. God bless america.

    Options-
    – Scammer
    – Sex worker
    – pervert
    – call centre worker

  23. I’m not a graduate because I don’t have enough money to support me or my parents and siblings. I sacrificed my education and started working for a call center so my siblings can graduate and have a better life than me. I am not a bit offended to what this teleserye thinks about us nor care what the socio-politico-economical interpretation of having the BPOs here in our country entails. Everything boils down to principles.

    If you can’t throw a small candy wrapper in the trash bin properly, you have no right to complain about the flood.

  24. Call centre workers only have an average i.q by 3rd world standards but a below average e.q..
    just one of the reasons why it is so difficult to find people and so the hurdle level.gets reduced compromising quality of service and accepting any butt sensitive moron just to put bums on seats – in more ways than one.
    conclusion – simpletons who easily get butthurt.
    Q.E.D.

    1. hi liberta! how did you know? u might be one of our callers who were not given what they want.. might be becuase we were smart enought to tell that you are a scammer….

  25. Previously Worked in a call centre industry for 3 years. I totally agree with the author’s point of view. Fortunately scaped the hardships of this industry. Now living a life of a normal person for 6 years now. Normal in terms of sleep time and work time. If you already have earned money from your bonuses or sallaries, start a business. =)

  26. tama yang ginawa mo nag quit ka sa call
    center…sino kasi maysabi sayo na mag call center ka…kung bitter ka… ung iba masaya naman sa pagiging call center agent….may mabibigay bang trabaho ang pilipinas sa milyun milyong call center agents…respe respeto rin sa klase ng work ha…

    1. Respect is earned not given. BPO agents like you are becoming like those Filipino nurses who becoming intolerable to any slurs in their professions but don’t discipline erring members like that nurse cum satanist or that nurse cum jail warden. Jeez, Pinoy pridists and their self righteousness..

  27. Hi author!
    You have your point… but it does not mean you are right. You only have the right to express your point og view but you do not have the liberty to influence everyont o agree with you.

    If you are not a millionaire! you work your ass to get paid. As long as it is done with dignity. In regard to the teleserye part, its not that BPO agents wanted to be called special, it was not stated by JM Cruz, it all started when they have the line “uneducated”. If you have worked with us, you should know that you need to be educated to be with us…. bottom line, we do not want to be qouted as special, to be praised or what not… we just do not want to be stereotyped as uneducated…

  28. I thought all the outrage would be far better spent on the government and the kind of unsustainable economy this country has that forces most job seekers to work for the BPO industry, specifically call centers.

    Need I remind the commenters here that BPO is not the same as call centers. Call centers are a specific part of business process outsourcing. BPO encompasses many occupations in many different fields. It’s a clear demonstration of the ignorance on the part of some commenters to equate BPO with call centers, as if BPO is limited to call centers. Hold back your emotionally driven knee-jerk defensive reactions and think about what you’ll say first.

    Many are overly defensive when it comes to criticisms of their line of work as call center agents, citing lame ass reasons such as ‘respect for another man’s work’ and ‘masaya naman sila sa trabaho nila e’, none of which disproves the harsh reality that for many, it is a dead-end job.

    I haven’t seen any call center agents who went into detail as to what exactly are their opportunities for growth in their jobs. Unless any of you can prove how call centers are a viable option for having good career prospects, you won’t be taken seriously and you can’t expect anyone to take you seriously. Wala naman kayong mababagong opinion kung puro mga “respeto naman diyan” lang ang sasabihin niyo, because that doesn’t disprove the assertion that working as a call center agent is a dead-end job.

        1. Yes. I am.

          For the sake of your personal edification — you are in a dead-end job if there is little or no chance of progressing or succeeding into a higher position, no change in routine, no change in pay, title, or responsibilities, your employer doesn’t tap into your skills set or go beyond what you’ve been contributing for quite some time, your employer has no interest in your professional goals or future plans.

  29. The article has its roots on the teleserye’s line, “Hindi ako nag-aaral para sumagot lang ng telepono! (I did not go to school just to answer phone calls!)” and “pang walang pinag-aralan lang ‘yan (that job’s only for uneducated people).”

    Please understand as well that we were hurt by the idea provoked by those lines and that we should respect each other’s job and don’t focus much on the negativities. It’s not because we’re “balat sibuyas” or something, but it really hurts to hear from other people who keeps on mocking and giving generalization that the nature of our job is just for “walang pinag-aralan” and that your career has “walang patutunguhan”.

    I am a graduate of BS Education major in English and is currently taking my MA in Linguistics, and has been in the industry for three years now. I got promoted as SME then Team Leader then Training Specialist on my first two years, and now, I’m working as Training Manager. My experience is just one of the many opportunities that this industry has. This only proves that this industry has a lot to offer if we only make our choice and work hard for our goal. There might be other call center agents who opted to stay as agents on their entire BPO career, but it is their choice.

    Just RESPECT other people and don’t under estimate their jobs/lifestyle.

  30. hmmm. i bet libertas, thread starter et al. have had silver spoons stuck up their asses since they were born. it ain’t about balat sibuyas and such but rather the pride BPO agents have in getting a job and supporting a family, given the aforementioned BPO agents hardscrabble circumstances, read too poor to finish tertiary education/handicapped etc. (have you guys thought that “low iq, low eq might NOT be the only reason they work in a bpo?). you, peeps, have shown just how much of douchebags thou art. I SALUTE YE ALL!

  31. bout your comment that there are few TL positions and agents most probably will stay an agent. well guess what, di lahat ay principal sa school. di lahat ay head nurse sa ospital. those positions are for hardworking people, and if you want to be one, you can be a TL in BPO industry

  32. Pardon but how does one’s dignity when a character is just saying his/her line to another character which is coincidentally unfavorable to a certain industry?

    So far, what I can see from this outrage is that one’s dignity can be determined by TV programs and dramas.

  33. im starting to like this discussion. i salute the author for a brilliant mind, though i dont agree with his ideas. let’s not make this personal guys. too bad i only discovered this website because of this issue, but that doesnt mean that we are not concerned about the other issues and problems of this country. in fact, i would like to share my ideas too on the other topics.

    so for that guy who called us Selfish Bastards, watch your words. using those words doesnt make you any smarter 🙂 chill lang tayo guys

  34. The CEO of the International Business Processing Association of the Philippines (IBAP) talks of ‘serious supply side constraints’ and an ‘insufficient quantity of “suitable and willing talent to fuel growth”

    A study conducted by John Clements, where they tested 2,524 graduating students, found that only 3% had the required skills for the call centre industry, and the biggest problem identified was their level of oral English proficiency

    Some call centre providers talk of only 1% making the grade in terms of english language.
    The obvious danger is that smaller companies reduce quality if personnel, service levels decline, customers are unhappy, a bad reputation is created, new business doesn’t come, established customers transfer elsewhere

    Quality Assurance benchmarking and new techniques in language training are not being widely utilised. The emphasis is still too much on grammar and accent neutralisation which is not as critical as customer cultural understanding and the total customer experience, which demands greater interpersonal skills.

    The Business Processing Language Assessment (BUPLAS) can be used
    for defining and assessing communicative competence, and in conjunction with benchmarking, mystery shopping be used in a constructive non-threatening way to both improve the service levels, expand the skill/knowledge base, and act as a marketing tool for new business.

    TEFL and TESOL provide a framework but must be customised and adapted to a modular approach related to the industry being served primarily and the country they are in secondly.

    on the matter of standards the philippines tends to use ISO , when more complete models are available particularly malcolm bainbridge – US, and EFQM – europe, or the more generic TQM total quality management and allied measurement tools such as six sigma , kaizen etc.

    This would also focus on the managerial competencies – problem solving, staff motivation, teamwork, forward planning etc.

    The underlying point is that improvements and adaptation must take place to remain competitive and applying best practices from other countries.

    Technology is now enabling new and creative solutions – even looking at hybrid services as voice recognition improves – as evidenced by apps like SIRI on smartphones.

    The ultimate danger is that demand side needs particularly in terms of integration and complexity will outpace the ability of the supply side to respond.

    In that instance corporates will simply say bye bye philippines, hola mexico.

    All call centre staff need to focus on self improvement, continuous improvement and lifelong learning. Forget about telenovelas. That won’t get you anywhere in life.

  35. A fundamental question remains unanswered by all the people who perceived this article and the lines from the GMA series as “attacks” on the call center/BPO industry:

    Why are you more concerned with your image at the micro/individual level than with the issues that your industry faces at the macro/collective level?

    It is utterly pathetic how I am already spoon-feeding you butthurts the basis with which you will be able to mount a decently intelligent counter-argument to my assertions. And yet I will not expect much more than the usual ad hominem, appeal to emotion, and calls for “respect” that have already been shown here.

    1. im about to admire you and your works, but this last comment changed my mind. you imply and treat everyone as a moron. your choice of words saddens me. we understand your point, we are just making you understand ours. but i guess we are not welcome.

      we were trying to let people know that its not the individual image that we are worried about but the industry as a whole. we are also appalled by this non sense so called boycott. but who would want to be in an industry with a negative image (again as a whole). but okay, hands down. i give up. enough of this issue. it will not change a thing–that SOME of the agents were butthurts and SOME think that ALL of the agents overreacted.

      on a different note, we know that very few are qualified, hence there is possibility that they might lower their standards but that doesnt allow you guys to again call us names and degrade us as a whole.

      good day guys. thanks for the nice forum

      1. Well, you don’t see OFWs’ outrage when they are labelled as “tagahugas ng puwit”….

        Oh yeah, maybe because it is only true for a handful of OFWs. Get it? Now, thinking of your BPO job as something out of the extra ordinary, now that adds something else….. it’s called self entitlement…which is really a bad trait.

        1. saying “we are not ugly” doesnt necessarily mean “we are gorgeous”…if you get my point 🙂

  36. In the 1980’s corporate computing became mainstream and ludicrous predictions were made about the millions of programmers who would be needed. Wrong.
    Technology developed at such a pace that new approaches and solutions became available.
    The technology graveyard is full of incorrect predictions.

    Companies, processes, and the nature of work are in constant change particularly as transformational structures and leadership models are established and as core processes are integrated on increasingly seamless global platforms able to rapidl adapt to new customers and changin patterns of demand. Rapid and flexible response is todays corporate mantra.

    Call centres/bpo are an important cog in the wheel, but what the philippines and all aspiring service providers must remember is that the future winners will be those who spot the trends, rapidly adapt, and come up with creative solutions which add value.

    The danger is that the philippines is demand driven and not in itself innovating or creating home grown benefits simply implementing what others have developed and which demands high level input/expertise from overseas to project plan implement and oversee.

    Those same corporations who currently use call centres/bpos in philippines/elsewhere are also doing something else.
    Thinking how they can avoid using call centres altogether. It is the next logical/strategic step in process re-engineering where the driver is not cost reduction but customer loyalty/knowledge.

    If i want to know my customer i or my staff speak to him, not someone thousands of miles away who has never been in the country and can’t relate to local etiquette, events, culture, idiosyncracies and more importantly doesnt know the business/psychological profile of the customer

    Simplify
    Integrate
    Rationalise
    Minimise
    Eliminate

    If a call centre handles a company’s customer complaints costs can be saved by moving it overseas. Better still stop customer complaints at source – happier customers, increased sales, no need for call centre

    Not so long ago if you send a parcel by fedex you would phone the call centre to ask where it was. Not now. I can track its every movement on my smartphone and even be automatically advised if there is any delay. most majors are going this route. i do not want my customers to have to phone anything.
    i also do not want to annoy them with sales calls. i want predictive technology to know what they want and when and be a concierge service at their convenience, not a bloody nuisance interrupting their meeting or football match

    Heineken beer used to have an advert. A phone ringing in an empty office. Guy passing in corridor goes in. Dust everywhere through no use. Old sign on wall. Customer complaints department. He tentatively picks up the phone.
    ‘Is that danish butchers’
    No
    Oh sorry wrong number

    Heineken – total satisfaction is our goal, and customers seem to agree

    People sticking their head in the sand or adopting island mentality will jeopardise progress and maybe explains why so many latch on to other people’s success rather than create their own and cannot raise the bar above wowowillie mentality.

    Ideas create money, not vice versa.
    Call centres need creative problem solvers with exemplary interpersonal skills, and not so onion skinned that one joke gets them throwing their headset out of the cubicle.

  37. tama naman ang sumulat nito
    but then wag lahatin …i consider din ang side ng iba , kung may masamang experience sa call center then dats life ..accept it ..may sari sarili tayong dahilan kung bakit tayo nasa katayuan natin ngayon
    maging praktikal lang kelangan kumita para may mapakain sa pamilya at panggastos
    dats it! wag maging balat sibuyas di tayo mabubusog nyan

  38. My comment from the follow-up article:

    What the “outraged” call center agents might be doing is trying to salvage an image that actually has no glamor after all. Being a call center agent isn’t really glamorous. It’s just like being a clerk or accountant – you do a job. Of course, the call center agent job function isn’t easy, it’s difficult to do and is emotionally taxing. Some friends who have been call center agents warn against getting into it. But it isn’t really glamorous, and perhaps indeed there was no need for the outrage against a single character’s opinion (which was written in by the scriptwriter, so it’s the scriptwriter’s opinion).

    1. I disagree there bud. It is the opinion of the scriptwriter to go down that road to establish whatever character said it and to establish the dynamic with whoever that character was talking to. To move that particular story along with whatever other dynamics were present. Plus the fact that the writing team is responsible for the other characters in that story. I mean the author of Dexter the book and the writers behind Dexter the TV show surely don’t believe in serial killing. At least not overtly.

      1. Good point. Or the scriptwriter already uses what is already a perception going around. For sure, this show isn’t the first place where I heard that comment about call centers.

  39. I had no problems with the TV show, it’s just a TV show after all. i wasn’t even aware that such a TV show existed. But I do have problems with the things you just said in this article. Taking a job in a call center industry is not for everyone, but that doesn’t mean it’s a shitty one, nor is it a job that should only be taken as a last resort, as if it was prostitution or something similar. How can it be a last resort when there are far worse jobs than taking phone calls? Heck i know a lot of people who have actually thrived in it. i have a friend who started from the very bottom and now he’s on a top level position. I know what i’m talking about too because before i moved to the US to take up medical residency and eventually became a doctor here, I worked as a company physician for a call center in manila for more than a year. And to say that working in a graveyard shift is detrimental to one’s health as if it’s a fact is utter bullshit. Saying something like that is also highly irresponsible. Sure some people find it hard to adjust their body clocks, but they are the minority. Based from my experience and experiences of other colleagues, none of us got sick working during the graveyard shift, and an overwhelming majority do not really have much health issues compared to the general population. I know exactly your type when you worked in a call center industry. I’ve encountered a lot of patients like you, and kayo yung mga taong napakaraming arte sa katawan. I was often tempted to just tell them to resign if they feel the job is not for them instead of feigning illnesses every now and then, so kudos to you for having the guts to do it. But don’t feel so special because a lot of people have done the same thing. Get off your high horse you arrogant bastard. Clearly you do not belong there.

    1. What makes you think I was comparing a BPO/call center job to others with regards to shittiness level?

      If you don’t agree with what I said, then why don’t you give me a convincing argument or value proposition about why I should take a call center or BPO job above any other job that’s available here in the Philippines, especially one related to my own degree?

      It doesn’t matter if they are the minority; the point is that because there are people like that, there is a perception that the graveyard shift is detrimental to one’s health. So what are people like you, who are in a position to counteract such perception, doing about it?

      How can you say with certainty, without knowing anything about my medical history, that you know exactly what my type is? How can you assume correctly, that people are feigning illnesses before you examine them? Are you really a doctor that you claim to be?

      And yes, I am on a high horse, because I saw what it is I didn’t like about the call center and BPO industry I didn’t like, and I did something about it. I got out. And now I am helping the BPO and call center industry by pointing out flaws I perceive in it that I think need to be addressed. Whereas all you people can do is whine about how you are perceived about others yet do nothing to counteract such negative perception. Oh wait, maybe you are doing something, but the whining is more visible than anything else.

      You thought you could scare me with your credentials as a doctor? Tsk tsk. Typical Pinoy.

      1. “And yes, I am on a high horse, because I saw what it is I didn’t like about the call center and BPO industry I didn’t like, and I did something about it. I got out. Whereas all you people can do is whine about how you are perceived about others yet do nothing to counteract such negative perception. Oh wait, maybe you are doing something, but the whining is more visible than anything else.”

        And your saying you’re not attacking the BPO industry. Come on! Liar Liar Pants on Fire!

        1. Wow the edited version is more politically correct. Now isn’t that lying as well? Your first reaction was more from the heart until I pointed out your attack.

          Quit lying to yourself please. It’s not mentally healthy. 😀

        2. Hey, I can admit I make mistakes. I just did. I accidentally left out something I wanted to type. Not like people like you who think the call center industry is sooooo perfect that to criticize it and point out its flaws is a mortal sin. And instead of working to correct what you think are wrong perceptions of it you choose to whine about others wanting to help instead.

          And suddenly, we’re back to your whining again. Tsk tsk. Boring.

        3. Well I’m not whining you are. Just read your blog that’s a rant/whine. Editing your previous statement is considered LYING!

          That doesn’t mean you’re a bad person. Just means you’re mentally unstable and doesn’t have the guts to stand on the statements he say. *cough Coward..

      2. So you went out of the BPO industry and help BPO and call center industry by pointing out flaws? I guess you never had the chance to be on the managerial side of the BPO industry?

        Bitter ka lang 😛

        1. Experiencing the call center industry first hand and then pointing out opportunities for improvement. Hmmmmmn.. anung bitter dun? Parang social responsibility ata ang tawag dun?

    2. Some aspects on the medical issues within the industry which i would have expected a doctor to be fully conversant with.

      Agents complain regularly of insomnia, musculoskeletal disorders, stress, fatigue, demotivation bordering on depression, and often eat unhealthy food, have a higher than average smoking rate, and irritability at home ( and on websites)

      Occupational health is not high in the agenda in the philippines as a whole, but the BPO sector could and should be leading the way. Possibly some larger companies are, but maybe not enough or maybe the industry needs mandatory and specific health and safety regulations. As far as i am aware only guidelines exist.

      It is also well established that an international call centre has higher incidences of employee absence/illness.

      And apart from the obvious h&s issues smaller centres do not provide ergonomically designed environments ( seating, lighting etc.) which can create its own longer term problems for employees.

      “MANILA, Philippines — Call center agents working graveyard shifts face serious health problems that are nearing crisis levels, a representative from the Department of Health (DOH) said.
      Dr. Anthony Leachon, a consultant of the DOH on non-communicable diseases (NCD), said the lifestyle-related illnesses
      such as stroke, heart disease and cancer have risen at an alarming rate among call center workers.
      “Apart from HIV, the International Labor Organization (ILO) and the
      Ateneo Univeristy Clinical Psychology department were surprised to
      see that there is a surge right now of epidemic proportions of call
      center agents having NCDs,” Leachon said.
      “If your call center workers are sick—you have an economic
      workforce now in a health crisis,” he said.
      The industry sees a high incidence of NCDs among BPO workers at 60 percent, and Leachon said a health crisis is in the offing if this goes up to 70 or 80 percent and is already 3 – 4 times other industries.

      Next patient please!

        1. I don’t need to copy and paste. Quite capable of original thought and writing.

          The quoted text from “manila, philippines… was added to underline the previous points i made.

          Normal practice in university and business.

        2. Normal practice in university and business and dumb asses.

          A doctor already informed you that not all cases of health issues of call center agents are due to lack of sleep.

          I quote “I worked as a company physician for a call center in manila for more than a year. And to say that working in a graveyard shift is detrimental to one’s health as if it’s a fact is utter bullshit. Saying something like that is also highly irresponsible.”

          And here you are COPY and PASTING an article from somewhere. Challenging a doctor who has been in the field. Studied for years and now practicing his profession abroad. Man aren’t we smart?

          Another problem Pinoys face, the minority of us thinks we are doctors and we know more than the men/women who studied the profession.

          Next patient please.

        3. Another problem Pinoys face, beholden to credentials which makes them too timid in challenging assumptions that could be logically unsound, regardless of profession, which leads to another problem, the hypersensitivity of Pinoys and tendency to resort to personal attacks and emotional outbursts when their arguments are challenged based on logical principles.

          Next patient please.

        4. Say the man who is too afraid to post his original comments due to realizing that he is lying to himself about the things he is standing for.

          Get this patient back to his room.

        5. You’ll have to prove intent to lie. Otherwise you’re just whining (once again) about someone who took time to correct a mistake that he made.

          Sounds like you have an incurable case.

        6. I did not copy an article, as i previously stated. I wrote a comment and added a reference – hence the ” – from an article which quoted a real doctor from DOH.

          Always focussing on trivia since you don’t have a clue about the subject and incapable of making a relevant comment.

          Deal with the fact that i am the expert and you know jack shit. And i am absolutely sure that i know more than ‘dr mike’ on the subject.

      1. “You’ll have to prove intent to lie. Otherwise you’re just whining (once again) about someone who took time to correct a mistake that he made.”

        Editing your own comments after you post them is considered lying. It’s no different from taking back things that you already said. Man are you really that dumb to not know the difference?

        1. “Editing your own comments after you post them is considered lying.”

          Flawed logic you got there. Anybody can make mistakes so editing is necessary.

          Don’t you know the difference about errors? Or maybe errors can be considered as ‘truth’?

          Man are you really that dumb to not know the difference? Of course, TROLLS are LIARS. -_-

        2. Wow, you must really be a hit at parties.
          Such great people skills, Nash. You a college graduate? Have an MBA? I shudder at the thought of how you treat your underlings, since you think so highly of yourself that you think any point of view other than your own is beneath you.
          How you got into the BPO industry is beyond me. Taking back things that you said is NOT lying. It just indicates that you were mistaken. Making mistakes does not make you a liar.

          I hope you don’t hold a managerial position… making logical errors like that is actually worse than lying.

          “Stupid is what Stupid does.”
          -Forrest Gump

  40. I believe that what concerns the people in my industry (yes I am from the BPO industry) is that it was said by an outsider. I’m curious, would the reaction be the same if it was said from someone in the BPO industry? I have heard those lines before: “temporary lang ito para maka ipon; nag aantay lang ako ng papeles ko for abroad; wala nang maaplyan na ka-align ng course ko e; nakakatamad na kasi paulit ulit e; sa tingin mo mapropromote ako?”. Time and time again I have heard these sigh’s from agents. It’s sad that my industry fails to realize that this is a reality that is shared by a “silent majority”. We should learn to have an open mind and probably ask our fellows and see if we share their opinions and not just read blogs and consider them “the majority”. Most of the agents do not have unlidata and we surely do not represent almost 1 million of the workforce.

  41. I kind of like this article. Some sort of a wake up call it is for me. I am currently a call center agent as well.

    How did the writer get out?

  42. Since people want more “constructive” dialogue, here’s a chance to do so with the following questions:

    1) With regards to the slurs from the TV show, particularly “pang-walang pinag-aralan lang yan”, in your point of view, what is the root cause of people having this perception of the call center/BPO industry? Why does this perception persist?

    2) What are the steps that you, as a part of the call center/BPO industry, propose to negate, correct, and reverse the effects of such a perception, both at the micro/individual and macro/collective levels?

    3) What is your value proposition for the call center/BPO industry?

    Hypothetical situation A: I am a job seeker with degree X. I have been offered several opportunities with various companies with various degrees of relevance to what I finished in school. I also have been offered an opportunity with a call center/BPO. Why should I take the call center/BPO job above all the others?

    Hypothetical situation B: I am an investor looking to start a business here in the Philippines. Capital is no object. I have been offered various opportunities to partner with local businessmen in various sectors, and one of them involved a chance of putting up a call center/BPO here to cater to my company’s needs. Why should I do so here in the Philippines?

    In other words, sell your industry.

  43. From what I’ve observed with numerous acquaintances in the BPO industry in the past eight years or so, so far none of them have focused on anything else other than monetary profit.

    They have no friends outside of their company.

    They use their spare time to smoke and sleep.

    They have almost no interest in creating any kind of art or aesthetics.

    All of those whom I know who bailed from the BPO industry have long-term health complications such as chronic back pain, obesity, insomnia and general social malaise.

    I may be making far less than they, but I get to enjoy life on my own terms. I use a lot of my time out of work to get fit, paint, write, take a post-graduate course and just be productive.

    But again, that’s just me. I’d never work in a BPO.

    1. I hadn’t expected the health issues to feature so prominently but they certainly do.

      I asked my guests at lunch today about their cc/bpo friends.

      They raised one point which met with almost universal agreement.
      Their friends had changed since joining cc/bpo, and not for the better. More status conscious and always going on about money earnt as though trying to seem better than their friends.

      Sounds like a mix of overcompensation for a monotonous job, and almost a degree of depression, maybe brought on by stress, insomnia etc. A dangerous combination for anyone with an addictive personality.

  44. Waw. Reading comments from butthurt call center agents on this blog post sounds like those Hepatitis squad of the administration defending Pnoy. Makes me wonder who paid these peeps (if there is any) to troll this place. 😛

    I no longer watch those shitty teleseryes,and I don’t care how they portray everday Filipinos or whatever they say on tv. Real thinking logical human beings don’t give a damn about those shows anyway, but for the perennial Filipino balat-sibuyas, it’s as if their whole life and dignity were trampled whenever they watch something ugly against them in those shows. Quite an amusing scene really. And now I’m reading the comments of those butthurt Flipinos. 😛

    Tut oh, well. As usual,it all boils down to the Flips still, always and will forever be POINT MISSERS.

    1. You sound very condescending. As if naman Albert Einstein ka or Steve Jobs who made a huge impact in this world. Kese hodang nanonood ka ng teleserye or not, what difference does it make? You are just an ordinary person just like those people who watch teleserye. And really, what type of shows do you watch? All the same, English man or Tagalog, CSI man or Dyesabel- they are all for entertainment purpose. Again, WHAT DIFFERENCE DOES IT MAKE? It’s not like by watching CSI you turn into a detective.

    2. At least hindi mo maririnig sa mga teleserye fans na nagmamayabang at minamaliit ang mga Hollywood fans pero ang mga anti-teleserye talagang pinagmamayabang na hindi sila nanonood ng teleserye at cheap daw ang mga teleserye fans. Who is cheap now? Ang mga pakialamero na feeling matalino or those who are just doing their own thing without criticizing or bothering those who don’t do what they do?

  45. Well, I do agree with two of the main points in this article, that being everything the author wrote about the BPO call center industry, and that people shouldn’t really dwell on something said by a fictional character, no matter how ridiculous it sounds.

    I was a call center agent for 3 months, but although I wouldn’t like anyone to speak down on me because of my work, I wouldn’t make so much fuss against a fictional character.

    I wanted to be a Game developer. I create my own games. Despite my best efforts, I guess I couldn’t get a job because I was lacking the requirements. I’m also a good PC troubleshooter, and I even was appointed as a Laboratory-in-charge because of that. I would rather open up a PC with just a screwdriver in hand, plus my expertise, than use a phone to look into a device that I don’t even see.

    The thing I hate about the BPO industry is that it’s like the job is being choked down our throats. I couldn’t find jobs that are relevant to my course, because the net is swamped with BPO job ads. Most of us are forced to take because either we were taken by benefits and the high salary, and/or we weren’t able to take a job we liked or we left a job for some reason.

    I pretty much dislike the BPO industry in general. Even on my termination, I had a very heartfelt talk with my supervisor, and he told me that he was starting to hate so many things about it. It was an exchange of thoughts and some good inspiring music by East to West. I was not only being terminated because I wasn’t able to reach their pass/fail requirement, but also because of a Medical issue. Petit-mal epileptic seizures, and I was getting signs of it coming back.

    The only thing that irks me on this article is the same thing that these people on the BPO side are outraged about, but not so much.

    Quote:
    “Hindi ako nag-aaral para sumagot lang ng telepono! (I did not go to school just to answer phone calls!)” and “pang walang pinag-aralan lang ‘yan (that job’s only for uneducated people).”

    Yes, it stings. But people… I came to the BPO industry to use it as a stepping-stone to greatness. A short-term plan for a long-term goal. I wasn’t going to stay there forever.

    In fact, I’m willing to pursue my studies as a GameDev for a couple more years, and get myself a job as one. Just to prove to people that I am not an uneducated person, even if I already have graduated with a degree on BSIT.

    I ask the people of the BPO industry not to dwell on this issue, but instead find our own ways to prove to them that we are intellectuals. Don’t point the finger at the writers who are just doing their jobs, point the finger to yourself and show the people that we are worth a damn.

  46. I totally get the author’s side. My co-workers were lawyers, doctors, scientists (chemists, physicists, biologists), and nurses. But after that brief stint, we all went our separate ways and returned to our original professions.

  47. There are points here that. Agree, and there are those that I feel, know that are incorrect. At the end of the day, the tone of the writer here can be summed up as: bitter.

  48. Totally agree with the author. The cc industry helped me a lot though. That is, in filling the gaps on my free time as i wait for the start date of my new job (related to my profession of course). But of course, kanya kanyang trip lang yan. Good for you in taking pride in your work as a csr. But don’t be melodramatic about what other people say about the industry. And the author’s so-called bitterness against the cc industry is just plain bs. He/she merely pointed out what needs to be done to add bacon and eggs to your bread and butter. And nashalmighty, stop watching tv and go out and have a real life. Kathang isip lang ang mga teleserye. Dont confuse them with real life. Pati mga comments mo are obviously excerpts from movie/tv lines. My gawd even your name came from a movie! Haisst!!

    1. I do not agree with the statement of the character since it is not necessarily true and it might hit a nerve (a bit) but I do not have anything against the series. I mean, it’s just a line from a teleserye. It’s not written by the author to humiliate those in the industry.

      I am working as a BPO agent and truly, it is not what you can consider a dream job.
      Yes, I have higher salaries compared to some of my friends who have already finished their studies but man, I do not plan in staying in this place forever.

      I still plan to finish my studies and my course and field of interest is way far from being a curse catcher in the office..
      LOL.. ^__^

  49. For a people known for their “Analytical skills”, they failed to realize that it was just a dumb show, with characters spouting nonsense as with any local television show. If it weren’t for the local news, the television would have no other decent purpose. And what the f@ck is with that title: “The Borrowed Wife”?

    Maybe one way call centre agents can get back at them is to criticize their stupid show as nothing more than the same recycled crap we’ve seen time and time again.

  50. Really, as long as a person earns his living in an honest way and not depending on others for support, there is no need to degrade him in whatsoever way. Hindi patagisan ng mga kuro-kuro or writing prowess ang mahalaga but our pakikipagkawa-tao, literate ka man o illiterate.

  51. Wow. I can feel your disdain for them call center peeps from way over here. (And I have no opinion one way or another. Just here for research.) But why so much hostility toward an industry that employs so many people? One that allows them to put food on the table and the kids through school. I wonder, if the scriptwriter had replaced “sumagot ng telepono” with “maging domestic worker”, and called OFWs mga “walang pinag-aralan”, would you have a different opinion then? A job is a job. Live and let live, dude.

  52. I hate it because it is being unpatriotic, and as a flag-waving patriot, i will not do business with a company that would rather pay some non-US citizen under US Minimum Wage, instead of paying an American, A Living Wage. I will never change my mind on this. It has nothing to do with race, or accents…just patriotism. If my call was outsourced to Canada, I would have a problem with that too.

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