UNIVERSITY OF CALOOCAN CITY

COLLEGE OF LIBERAL ARTS AND SCIENCE

AB Behavioral Science

PRIVATE COMPANY
INTERNSHIP
DOCUMENTATION
AND REPORT

By: Wilma Mae P. Cabreros

ABBS 4-A

Professor:

Ma`am Ruth M. Esmalla

TABLE OF CONTENTS

Contents

I. Chapter 1 - Company Profile

II. Chapter 2 - Overview of the Company

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

III. Chapter 3 - Introduction

IV. Chapter 4 - Mission and Vision

V. Chapter 5 - Narrative Report

VI. Chapter 6 - Lesson Learned

VII. Chapter 7 - Daily Time Record

VIII. Chapter 8 - Documentation Pictures

IX. Chapter 9 - Organizational Structure

X. Chapter 10 - Evaluation Form

XI. Chapter 11 - Certificate of Completion

XII. Chapter 12 - Seminar Attended

Chapter 1 - Company Profile

Concentrix is an American business services company specializing in customer

engagement and business performance. Concentrix was a subsidiary of SYNNEX

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

Corporation (NYSE: SNX) since 2006 and went public as an independent company on

December 1, 2020. Concentrix is headquartered in Fremont, California. Concentrix

provides services within 10 industries: Automotive, Banking and Financial Services,

Consumer Electronics, Energy and Public Sector, Healthcare Services, Insurance,

Media and Communications, Retail and eCommerce, Technology, and Travel,

Transportation and Tourism. Concentrix was founded in 1983, its heritage can be traced

back to 1973 to its insurance administration business solutions and services which were

acquired in 2013 by Concentrix from IBM. Concentrix has grown through multiple

acquisitions bringing on board eight companies since 2006. Two of the acquisitions that

are especially notable include the IBM Worldwide Customer Care Services Business

(known as IBM Daksh) and the Minacs Group Pte.

On June 28, 2018, Convergys and Synnex announced they have reached a definitive
agreement in which SYNNEX would acquire Convergys for $2.43 billion in combined
stock and cash, and integrate it with Concentrix.
On October 5, 2018, Convergys Corporation and SYNNEX announced that they have
completed the merger.IBM Worldwide Services Business On September 12, 2013,
SYNNEX paid a purchase price of $505 million, consisting of approximately $430
million in cash and $75 million in SYNNEX common stock. Concentrix added
45,000 employees. The acquisition included adding over 300 clients delivering
services in more than 40 languages through 50 delivery centers on six
continents. Minacs Group - On August 2, 2016 SYNNEX announced completion of the
acquisition of The Minacs Group Pte with closure on September 1, 2016.
Advanced analytics capabilities

Includes Voice of the Customer Analytics (VOCA) for unstructured content analysis,
performance scorecards, call centre analytics, call volume forecasting, operational
analytics, agent optimization; IVR analytics; Text Analytics; web analytics customer
lifetime value, revenue enhancement, and other analytics capabilities.
"Digital First" and multi-channel enablement VOICE, SELF-SERVICE, INTERACTIVE VOICE
RESPONSE (IVR), SMS, CHAT, MOBILE & SMARTPHONE SUPPORT, WEB & SOCIAL MEDIA,
MAIL, FAX AND FACE-TO-FACE INTEGRATION (BRANCH/STORE/OFFICE) Technical and product

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COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

support TECHNICAL SUPPORT, HELP DESK, PRODUCT ACTIVATION, WARRANTY SERVICE,

SERVICE SCHEDULING, AND FIELD SUPPORT.

Collections- AXIS BANK COLLECTIONS PORTFOLIO AT MUMBAI, BANGALORE AND NOIDA IN

INDIA. RESPONSIBLE FOR COLLECTIONS OF LOAN AND CREDIT CARD DELINQUENT
CUSTOMERS.

Sales- LEAD GENERATION, CUSTOMER INQUIRY, PROMOTIONS, MULTI-CHANNEL SALES,

PRODUCT INQUIRY AND DEMONSTRATION, UP-SELL AND CROSS-SELL, NEGOTIATE AND CLOSE,

WIN-BACKS BUSINESS-TO-BUSINESS SALES SUPPORT.

Service -ACCOUNT MANAGEMENT, CUSTOMER CARE, PROBLEM AND DISPUTE RESOLUTION,

CORRESPONDENCE MANAGEMENT, AND BILLING MANAGEMENT.

Marketing- LEAD MANAGEMENT, CAMPAIGN MANAGEMENT, LIST GENERATION, CUSTOMER

SEGMENTATION, CUSTOMER PROFITABILITY, MARKET SEGMENTATION, PRODUCT PROFITABILITY,

CHANNEL PERFORMANCE, PROSPECT ANALYSIS, MARKET ANALYSIS, AND BUSINESS UNIT

ANALYSIS.

Concentrix runs these services as part of an integrated global delivery network with
centers located on six continents. Concentrix supports multiple communication channels
that include voice, chat, email, SMS, and social media.
Concentrix provides systems for administration of life and health insurance products,

tools for front-office engagement and process and operations enhancement through

analytics, consulting for transformation, market optimization tools for enhancing the end-

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COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

to-end customer life cycle, and focus on market optimization tools, digitalization and

automation that includes Internet of Things (IoT), and Telematics business solutions.

Chapter 2 - Overview of the Company

Concentrix is a multi-awarded CX (Customer Experience) Solutions Company that prides

itself on being FANATICAL towards its clients and staff. We partner with ambitious,

progressive executives around the world to future-proof their business and stay ahead of the

competition and customer expectations with the help of our exemplary pool of talented

individuals. First established in the Philippines in 2007, Concentrix has since grown to

become the LARGEST private employer in the country with the biggest footprint of about

100,000 employees. Known as ICT Philippines’ Best Company and Employer of the Year,

we create exceptional customer engagement, accelerate digital transformation, and deliver

actionable CX insights. We are committed to going the extra mile in caring for YOU. With a

culture that celebrates innovation and unparalleled support for each one's individuality, our

staff is immersed in an environment that's conducive for their exceptional performance and

growth. We are Different by Design.

Chapter 3 - Introduction

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COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

On-the-Job Training is abbreviated as OJT. The official definition of On-the-Job Training is

the training of an employee at their workplace while they are performing their duties.

Typically, the training is provided by an experienced employee or a professional trainer hired

by the company. The trainer serves as the course instructor, providing hands-on training that

is usually supplemented with formal classroom instruction. It allows employees or students to

become acquainted with the actual work activities of the job Because OJT occurs in the

workplace, it includes aspects of the company's culture, climate, and normative behavior.

These are organizational aspects that other training methods cannot replicate. OJT provides

one-on-one attention and mentoring. As a part of the curriculum and subject course

practicum 1

Chapter 4 - Mission and Vision

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COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

Concentrix Mission Statement

We commit to creating value where many might not expect value to be created. To live up to this

promise, we are unique and different on purpose. This DNA makes us able to uniquely combine

three cores of our business to deliver outstanding results for each client

Concentrix Vision Statement

Concentrix has a vision to be the greatest Customer Services company in the world, rich in
diversity and talent, and this absolutely proves that we are there!

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

Chapter 5 - Narrative Report

July 19, 2021 at 10 in the morning, our supervisor sent us an email that contains a zoom

link. We met at 2 in the afternoon and introduced ourselves to the other hiring manager.

They explained what are the things that we need to do from the spiel, the standards and

behavioral questions that we need to compose by ourselves and they introduced us to

the account that we will be working on. On the same day, I received 50 candidate

callouts to conduct Recruiter`s interviews. Before calling the applicant, We are required

to send an sms or email to their contact number/ Email address and ask their available

time and date for the said interview. I have been conducting an over the phone interview

for Bilingual Applicants that speak Japanese, Korean, Mandarin etc. and done it for three

weeks. They give us Positive Reinforcement for our good work and after three weeks,

Our supervisor gives me another account. Besides conducting the recruiters interview, I

am also the one who is facilitating the Assessment thru Google meet. I am so

overwhelmed that they trusted me enough to handle the account by myself and after

weeks, I received positive feedback from my supervisor for the good and fast work

process. One time, I was conducting an assessment on this candidate and I was

observing his actions until I heard that he is being coached by. I was disheartened and

sad at the same time. I began to question myself and my ability nor my efforts on this

task, my capability. I started to feel the lack of interest because of that matter but I will

not let that situation ruin my whole stay. My duty started at 11 in the morning and ended

at 8 in the evening. I can say that I did my best from the beginning till the end of the 300

hrs. duty.

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

Chapter 6 - Lesson Learned

OJT is indeed beneficial amongst students. For almost one month and a week, I can say

that I gained knowledge, wisdom, and tested my flexibility and patience at work though

it's done through work at home set-up. We can't deny the learning that I got. On the job

training is not about complying with specific requirements nor obtaining the hours that

you need to spend with the company. It is not just a “We need to finish in order for us to

pass the subject course” it's more than that. I learned that the process of application isn't

that easy as we know. It is a complex and there are different steps or stages in able for

the applicant to move forward. Experiencing Talent Acquisition- Sourcing, I can say that

it is not easy. One mistake can jeopardize the candidate's application. There are times

that I can see the effort and the eagerness of the applicant to be hired from the company

but analyzing their perspective through Recruiter's interview, I don't have any choice but

to follow the company rules and standards for Hiring. In overall view on this experience

and perspective, they taught us not just to consider the candidates abilities, skills and

accomplishments but to look for their attitude and behavior because skills can be

learned but behavior can be a real problem.

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

Chapter 7 - Daily Time Record

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COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

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COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

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COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

Chapter 8 - Documentation Pictures

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

Chapter 9 - Organizational Structure

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

Chapter 10 - Evaluation Form

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COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

Chapter 11 - Certificate of Completion

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 UNIVERSITY OF CALOOCAN CITY
COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

Chapter 12 - Seminar Attended

Work - Ready: Practicum & CV Writing Guide

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COLLEGE OF LIBERAL ARTS AND SCIENCE
AB Behavioral Science

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