ROSEMARIE: Hello everyone, and thanks for joining.

I’m ______, HR manager at Alorica, and I’ll be chairing

the meeting today. Today, we will propose the importance of hiring a call center representative.
Before we begin, let us go around and introduce our team. Joel, would you start?
(After introduction)

ROSEMARIE: So, as HR, we are in charge of the recruitment process of the company, and upon checking
and assessing our company's needs, we found out that we need more call center representatives.

ROSEMARIE: Let us have Joel recite our company's mission to you again in case you have forgotten.

JOEL: Good morning, everyone! Let me just remind you of our company’s mission which is to deliver insanely
great customer expectations. We're making lives better, one interaction at a time. And we combine passionate
people with powerful solutions.

ROSEMARIE: Thank you, Mr. Joel, and with that, we can say that a call center representative is an important
position for the fulfillment of our company's mission. Without them will not achieve our mission.

ROSEMARIE: Now that we are done with the company's vision let us go deeper about call center
representatives. Here's Ms. Daniela to tell you the duties and responsibilities of a call center agent.

DANIELA: Call center representative has a lot of responsibilities to do and let me tell you some of them:

One of the basic duties of a call center representative is to take and process orders. It is their responsibility to
answer inquiries by clarifying desired information.

They research, locate, and provide information as well as resolve problems by clarifying issues.

It is also their responsibilities to memorize scripts for products and services and refer to them during calls.

And of course, as the voice of our company they also serve as the face of our organization therefore, they
must build a positive relationships by going above and beyond with customer service, ensuring that all
questions, cancellations, and confirmations are handled appropriately.

ROSEMARIE: Thank you, Ms! Those are some of the responsibilities of a call center representative which we
can tell that it is relevant to our organization. So, after discussing the responsibilities we will discuss to you the
qualifications and skills that we must look for an applicant. as they are necessary for the fulfillment of the duties
and responsibilities.

CJ: So in terms of skills and qualificationd. Here are the expected list that an applicant or a future call center
representative must possessed. As you can see in our job post, our future call center representative must at
least have high school attainment or degree. And considering that we're looking for "REPRESENTATIVE", we
expected that this future call center representative has already experience or experiences in working in a call-
center or customer-support role. Then, of course, he or she must have strong-active listening skill as well as in
verbal communication because as well all know, these skills are most specially used in this environment.
Moreover, it also states in our post that he or she must have a character who has the ability to do multi-tasking
and be able to manage his or her time effectively.

And in addition to those qualifications and skills, we also include two things. We believed that it's best for our
future call center representative to have expertise in conflict resolution like having high emotional intelligence.
As well as, having an expertise in customer sales like, being effective in communicating, great at customer
service, negotiating and such.

JOEL: AGAIN..This is ALORICA, it is our mission to deliver insanely good services to give our clients the best
experiences. So why wouldn’t we hire Call center representatives? Their duty in inbound centers assist clients
with everything from problems to questions. Here, call center representatives' capacity to listen, comprehend,
and provide quick assistance is crucial. So without call center representatives how can we deliver or do our
mission? Kami as HR ay hindi naman ang pwedeng kami ang gumawa ng kanilang trabaho, at ganoon rin
kayo since magkaka-iba naman tayo ng duties and functions. We really need to open this position.

ROSEMARIE: To wrap up, everything we have said is about the duties, responsibilities, and importance of a
call center representative. So, I hope you think thoroughly about this position. And this ends our meeting today.
Thank You, everyone!