Trishia Bagsit, 21 years old, currently working at taskus, she assists customers about their concern in

specific product that they have. She is a Subject Matter Expert; her role is to help her co team mate to
uncover process copes about their product, to deliver quality service she make sure she know
everything about what she do, our process that we do their product, she’s been in this industry for
almost 3 years.

1.What is your approach to ensure exceptional customer service? How do you balance high quality
customer service with speed?

My approach for exception customer service is actually simple. We follow the EAR its Empathy,
Acknowledgement and Resolution. I want to make sure our customers feel that we are not only here for
business but we understand them. And we don’t necessarily have to be fast or with speed when it
comes to customer service. Every interaction matters no matter how long or short is that. I want to
make sure throughout the whole conversation in the end of the day I assisted the customers and did my
best to help them out.

2. What steps do you take when speaking with a customer?

We have a certain step that we follow, steps in speaking with the customers. We start with the
brand or a product. And then hear the customers concern first. Help them out for identifying the correct
resolution for them. Of course, throughout the whole conversation we speak human, I not just really
transactional, I’m are more conversational. So, in that way the customers knows that I’m really a person
and not just there for business.

3. How can you handle confidentiality at your work?

In our company to be specific, confidentiality is really affecting. I think that it goes will to all the
BPO industry. That’s why we are not allowed to disclose to what campaign we are working specifically.
We want to make sure that they take care clients confidentiality as well as the company itself. The
reason why we have steps to follow, like we are not allowed to use the computers for personal use. We
have certain steps on how to do it but in the bottom line, we are just there for work, no personal thing
such like that.

4. This work requires flexibility in shifts. How do you maintain a good work life balance?

Working in BPO industry really does required good flexibility and time management. I need to
adapt to changes because sometimes schedules are always there, like you will be in morning shift,
graveyard shift something like that. I think maintaining work life balance is to never forget about
yourself outside of work. For me, you need to enjoy, live your life, go out and eat with your family in
order to have a good work life balance. Because if you’re going to focusing in work itself, then you will
be burn out eventually. That’s why when it’s time for work it’s time for work and when it’s time for
yourself make sure you use that time for yourself only and not to think about the work.

5. What have you found the most challenging or difficult aspects of working in in a BPO company?

The most challenging or typical aspect of working in a BPO company is that you need to adapt to
changes like really fast changes because BPO industry is very dynamic. There are changes every day,
there are certain things that change and you as a person sometimes is not really easy. It’s not easy to
dive into change, to understand and embrace that change. I think along the way, you realize that in
order for you to maintain your work you have to be competitive enough, skilled enough, you have to be
willing enough for to learn and embrace every change that will happen in your company.

6. When talking to foreign customers, how do you handle the language barrier?

International accounts where we have international customers around the globe. And it really
natural us to have language barrier especially I’m a Filipino. Therefore, whenever I don’t understand the
customers, I tends to ask questions. I do my best to understand them because that the reason why I’m
here for.

7. How do you deal with irate customers? How do you handle it?

Irate customers can be very irritating because we have a lot of those in our accounts right now.
But of course, the way I handle irate customer is to understand first the root cause of them being that
mad, what is the root cause their frustrations. I ask questions and make them feel that I understand
them. I go to the bottom of the concern, what it is all about. After let them talk and bent out their
frustrations, I help them. It’s my responsibility to help them. Always want to help them to the best of my
ability and do not let their words get into me. Something that I need to keep in mind.

8. What do you consider to be the most important skills when providing customer service?

I considered that the most important skill when providing customer service is your ability to
deliver good communication. We are different from one another; we have customers like around the
globe. And for me, to be able to be a good communicator it’s not about you speaking fluently in English.
But it’s how you convey your thoughts, it’s how you convey your emotions to your customer, and it’s
how you try to understand them. It about how you speak the right words to the customers. I think that’s
very important in providing customer services, to choose the right kind of words when you speak to
customers to make sure that they understand us.

9. How do you resolve the problem to customers satisfaction?

To resolve the problem to customers satisfaction every certain account in the BPO have certain
processes. There are times when the customer’s request something that I cannot provide. Because we
have also a certain processing steps to follow in the company. But to the makes the customer satisfied,
is to let them know that you’re doing something for them even if deep down in you it is something
impossible. And Just let them know and let them feel that you’re helping them to the best that you can.

10. How do you make sure to meet your targets? How do you feel meeting your targets?

I’m personally a critical agent. I’m always want to exceed my targets. To make sure that I meet
all of that targets is to do my best. Doing my best, is allotting time to study the processes that we have in
work. Ensuring that every customer and interaction matters. Doing my best to make sure all my
customers will be satisfied after the call. Or if not, I’ll make sure that they feel that I actually did her best
to help them out. But of course, it’s not just about meeting your targets or exceeding those but it’s
about the learning that you’ll get. Everyday there must be something that you need to take over from
work. You have to learn continuously every day.

11. What can you say about your experience working in a BPO company? Do you experience
professional or personal growth?
 My experience working in BPO so far has been very very life changing. I went to BPO when she
was 18 years old now, she’s 21. It really helps me a lot. I grew and fostered in this company. And I’m
very grateful and thankful cause I knows that all my takes always will be forever. It helps me to be
better. When it comes of communication, understanding, emphasizing with others and all the
professional skills. I really do think that this work helps me with all of that. And for personal, I get to
know a lot of people with different backgrounds that’s really a lesson for me every day.

12. What is your opinion about working in a BPO company/BPO industry?

BPO company feels like toxic for most people. Most people have criticisms when it comes to
BPO, but for me working in BPO is not bad. It really helps me to grow. I can say that it’s not for
everybody because when you work in a BPO company you need to meet certain skills and qualities for
you to be qualified. And not all people have that. That why some people think that working in BPO is so
toxic because it requires a lot of work and It true but there’s no work that is easy. It just depends on the
person, on how they think of things and how to view what they think. So, for me working in a BPO
industry is really helpful and I takes it as something I will do for all long time if given the chance to.

13. Working in a BPO company a Subject Matter Expert, what is your greatest accomplishment?

As a Subject Matter Expert, the greatest accomplishment is seeing our team reach our goals, not just
reach them but exceed them. Through the collaborative effort of everyone we are be able to reach our
goals, we are able to learn from our mistake, learn our lessons and continuously improve each day. So,
as a SME my goal is to always help the team. Align everyone for the process and make sure that we are
all together to learn and continuously to improve each day. When we became top team it’s very good to
feel that all of us actually did a lot of effort into that, we are a team after all.

14. What is the biggest challenge you encountered as SME?

The biggest challenge that I have as Subject Matter Expert is managing all the task that I required to do.
There are times when the workload is really greater. It’s really hard to balance everything but through
continuous effort and motivation to finish all task before deadline. And ensuring that your team past the
metrics and past your goals that is something that required a lot of flexibility, time management and
dedication, and a lot of heart when it comes to work.

15. How do you keep yourself and your teammates staying motivated?

I kept my self-motivated as well as the teammates around me by making sure that we realize and
understand the important of reaching our goals. I mean, why are we going to work each day? why are
we doing this? If we have certain path that we think that we are inclined to, therefore we are not lose.
Despite a lot of the challenges each day we just trust each other and continue to go because we have
our eyes set to our goal.

16. How do you guide your team to improve or develop their individual skills?

Every teammate is different; every teammate has different opportunities. So, when it comes to guiding
the team as a whole or guiding them as individual, we have a set of action plan to identify first the root
cause for a certain opportunity. And then we develop an action plan on how we will deal with that. So
that we can adjust all the opportunities and we can turn them into our strength and weaknesses. In
general, each person, we will develop an action plan and meat our goal as a team because the
improvement of one is the improvement of all.
17. Can you tell me a time that you had a conflict with your co-teammate? How did you handled/resolve
it?

There was a time that I had a conflict with one of my co-teammates, whose priorities is also top like me.
What I did to resolved is to change my approach. Because every person has different approach. In that
case you need to get along with them, you have to adjust, learn how to deal with that person, what’
his/her attitude and what’s his/her soft and top side. Knowing where you can get along.