LESSON 1: RESPONDING

TO CHANGE IN OUR
CONTEMPORARY
WORLD
DIRECTIONS: Give words that have connection to the word
CHANGE. Do it in graphic organizer.

In literature, how do writers influence our lives and our ways

of thinking and doing things?
THE CALL CENTER
AGENTS’
LIFESTYLE
A Job and a Lifestyle (2014), Junette Soriano-Bax
and Nonong Ordonez

Rex Book Store (pages 6-13)

Rachel Dumlao, Customer Service Representative

I experience racial prejudice, especially when they

(clients on the phone) try to pin down my location and
nationality. Their name-calling could really be degrading.
But then, I got over it and charged it to having learned that I
can also be patient. My communication skills improved a lot.
So did my understanding and application of computer
systems. I also learned the true meaning of multitasking and
time management. Working the graveyard shift? It is a given
when you are working at a call center.
Miguel Leones, Technical Service Representative

This job is stressful because the number of calls we get every

day and we need to maintain our stats, a colloquial term among
call center agents meaning the status of their score cards, in
which their team leader grades according to their performance
all the time. If you do good, you will be rewarded and most
likely be promoted. Lastly, since this is a high paying job, I can
buy the things that I want and support my family financially.
My most memorable experience in my job wa when I assisted
a middle-aged woman who was having a hard time connecting
to the internet through her smart phone. I gathered all the
information and discovered that the cause
of her problem was her wireless provider and not her
device. She was extremely glad that I provided her with a
solution. Immediately, she spoke with my team manager and
gave me commendation. That day my customer satisfaction
score was really high and I was given an incentive.
Jhaecci, CSR

One of the funniest experiences I had as an agent was when I

forgot the spelling of a city in New Mexico. In our system, we
only need the first four letters to pull it up but I was so sleepy
that I just asked the caller for the spelling. Btw, our customers
know that they are calling Manila. I said “I’m sorry, but can you
give me the first four letters of the city?” The man just went
ballistic, cursing me, calling me an Asian, stupid, monkey, etc.
Then his volume went down a bit and I heard the guy said,
“Honey, how do you spell Albuquerque?” I pressed the mute
button and laughed. (There was) no need for coffee anymore. I
was wide awake and L-O-L (laughing out loud).
Cecille dela Cruz, CSR

What have I discovered at the call center? Patience!

Patience! Loads of patience! The BPO is very dynamic. I have
been a CSR-on and off- over the past decade so I was able to
observe a lot of things. You cannot be faint-hearted at a call
center. The job is very demanding, requiring mastery of skills
set. Naturally, you can apply this anywhere. As for me,
patience gave me a new perspective when dealing with my
kids!
Directions: Read the texts above and answer the following
questions. Make use of graphic organizer to present your answer.

a. Why are the task of the call center agents stressful?

b. Why was Miguel given a commendation.
c. How do you visualize a ballistic caller?
d. Was the reaction of caller reasonable? Was it just for fun for
him to go ballistic?
e. What does “btw” mean?
f. What does “ballistic” mean?
g. Why did Jhaecci “LOL”?
h. Would you like to work at a call center? Why?
J
 Title Lorem Ipsum

LOREM IPSUM DOLOR SIT AMET, NUNC VIVERRA IMPERDIET ENIM. PELLENTESQUE HABITANT MORBI
CONSECTETUER ADIPISCING FUSCE EST. VIVAMUS A TELLUS. TRISTIQUE SENECTUS ET NETUS.
ELIT.