Notes

INITIAL INTERVIEW:

1. How would you like me to call you
-You can call me Zy

2. How old are you? Where are you currently residing?
-I'm 25 years old. I'm residing in Novaliches Quezon City, but now I live here in a Rent room for 1yr in Mendez Baesa Near Munoz so my travel to work before is no hassle.

3. How long is your BPO experience?
-2 yrs and 5months from my first BPO company

4. Additional questions about your work (specific tasks na ginagawa)
-As a live agent, there's a 2 role. we have a technical and Nontechnical role. I'm in a tech role, we provide resolution in real-time like conducting troubleshooting with a customer and providing a ticket for dispatching a technician to their area to resolve technical issues if we can't fix it on our end. Sometimes, if we can manage non-technical concerns we assist them if the concern is easy like billing. Once we are confident, we can handle non-tech concerns.

5. What is your definition of a good customer experience?
- Consistently meeting customer's expectations. By actively listening to their needs, resolving their issues or concerns, also providing clear information. Give our best to assist them.
6. Have u encountered irate customers? How did you handle it?
-Yes, every day. Since my last job is in a big local Internet service provider. Every day we received an irate customer, complaining about the services. As tech support, we need to stay calm. Try to understand that the customer isn't mad at me. They're frustrated about the services. they're angry and they want to be heard. Also, assure them that we will do our best on our end to expedite their concerns.

7. How are you being graded for your work performance? (Sabihin mo lang sa reli, qa, csat ganyan)
-99-100 for my reliability and QA. Also hitting the passing metrics for AHT since AHT is 30% on our company's grading.

8. What's your average QA score?
99 to 100, I'm one of the QA top performers every month. Since our passing grade is 96 to 100%.
9. Do you have a problem with attendance? (Sabihin mo di ka umaabsent, pag may important matters ka nagrerequest kalang ng leave)
- No, I don't have any issue with attendance. I'll just request for leave for important matters.
10. Yes or no questions nalang to, yung mga are u amenable to work on shifting sched, mga ganyan, positive kalang tas ngiti ganon) HAHAHAHA
- Yes



FINAL INTERVIEW:

1. BPO experience (kwento mo mga pinaggagawa mo sa buhay) hahahaha
- As a customer service representative in almost 3yrs, I've enjoyed my BPO
2. Ano reason ba't umalis sa prev company
- Career growth. I want to explore the BPO industry, I want to try international account since I'm from a local account as technical representative.
3. Ano hate mo sa prev company
-I don't have any hate for my previous company. However, I'm so grateful to them for giving me a chance to be hired, even though I'm a fresh graduate and lack experience. I'm so thankful to them for allowing me to be part of their company, for enhancing my abilities, and for trusting me for almost 3 years.
4. Ano weakness mo
5. Pano mo in-overcome yung weakness mo