Ascend Asia
Call Center Interview Questions
Related articles
- Why Can't I Stay Long in One Call Center? (callcentersphil.blogspot.com)
ACQUIRE ASIA PACIFIC
Acquire Asia Pacific centres are located in the cities of Melbourne, Australia and Manila, The Philippines. Both state of the art facilities were designed and built with ultimate deliberation for both clients and staff. We specialise in the design, implementation and management of all your customer contact solutions with current market edge on Australasia, Canada and the USA.
Their focus is always on achieving quality results, this is why the process of implementing a call centre based business solutions strategy requires careful analysis, planning and deployment. From the initial sales and marketing ideas, they can help form tailor made programs to personalise the message and maximize business resources.
Their Method operates on some very basic but powerful premises: 1) Hire the right people. 2) Develop them well and empower them with tools and continuous development. 3) Relentless review of the outcomes and refocus towards improvement. Hence, the 3 P’s of THEIR success - People, Process and Performance.
Solutions are tailor made and implemented by an experienced account management team. Regardless of program size, they deliver genuine customer and client centric services, wherein the client is always encouraged to engage in the operational delivery model to the extent requested. They offer Executive Services to account for all aspects of the relationship.
Quality Results are evident across the board and are a matter company principle. They work with their clients to ensure that the client achieve and maintain their ideal business objectives.
LOCATION
Australia - Head Office
Acquire Asia Pacific Pty Ltd
PO Box 6097
St Kilda Rd Central, VIC 8008
Australia
Ph 1300 851 261 | Int. +61 3 8256 6762
ABN: 91 115 574 635
The Philippines
Acquire Asia Pacific Inc
LG-C Left WingLower Ground Floor,
Worldwide Corp. Centre, Shaw Boulevard, Mandaluyong City
Philippines
Ph +63 2 667 6800
EMPLOYMENT OPPORTUNITIES
Their Culture
At Acquire Asia Pacific, they recognize the value of people. Whether employee, client, customer, vendor or stranger; all are treated with a professional sense of courtesy and respect. A sense of purpose is instilled in their every action and interaction. The ripple in the pond becomes the source of the big wave, so they focus in all things as all things become a big part in making the big difference.
Why Acquire AP
If you’re currently looking to join a leading organisation with excellent prospects, working amongst friendly and professional staff with access to an ideal training environment then look no further! They offer a competitive salary, day or night time working hours, full training, state of the art facilities and a knowledgeable and experienced team of passionate and results driven professionals.
Acquire Asia Pacific has a wide range of employment opportunities for competent and skilled professionals. Within the Call Centre itself, they have roles ranging from Entry through to Level 3 for applicants seeking positions in the Telecommunications filed, with dedicated departments in Sales, Customer Service, Technical Support, Winback/Retention and Training. Opportunities are similarly open to individuals seeking Managerial roles, with positions in a variety of fields, such as, Human Resources, Finance and IT.
For a position at Acquire Asia Pacific, applicants need to forward their resumes to the corresponding e-mail address listed below.
To apply for a Call Centre/Telecommunication role, please forward your resume to career.agent@acquireap.com
For all Management positions (inc. TL’s/Supervisors/HR and Finance), please forward your resume to career.nonagent@acquireap.com
Philippines Labor Code for Night Workers
Congress of the Philippines
First Regular Session
Begun and held in Metro Manila, on Monday, the twenty-sixth of July, two thousand ten.
Republic Act No. 10151
An Act allowing the employment of night workers, thereby repealing Articles 130 and 131 of Presidential Decree Number four hundred forty-two, as amended, otherwise known as The Labor Code of the Philippines.
Be it enacted by the Senate and House of Representatives of the Philippines in Congress assembled:
Section 1. Article 130 of the Labor Code is hereby repealed.
Section 2. Article 131 of the Labor Code is herby repealed.
Section 3. The subsequent articles in Book Three, Title III, Chapter I to Chapter IV of Presidential Decree No. 442 are hereby renumbered accordingly.
Section 4. A new chapter is hereby inserted after Book Three, Title III of Presidential Decree No. 442, to read as follows:
Chapter V
Employment of Night Workers
Art. 154. Coverage. – This chapter shall apply to all persons, who shall be employed or permitted or suffered to work at night, except those employed in agriculture, stock raising, fishing, maritime transport and inland navigation, during a period of not less than seven (7) consecutive hours, including the interval from midnight to five o’clock in the morning, to be determined by the Secretary of Labor and Employment, after consulting the workers’ representatives/labor organizations and employers.
“Night worker’ means any employed person whose work requires performance of a substantial number of hours of night work which exceeds a specified limit. This limit shall be fixed by the Secretary of Labor after consulting the workers’ representatives/labor organizations and employers.
“Art. 155. Health Assessment. – At their request, workers shall have the right to undergo a health assessment without charge and to receive advice on how to reduce or avoid health problems associated with their work:
“(a) Before taking up an assignment as a night worker;
“(b) At regular intervals during such an assignment; and
“(c) If they experience health problems during such an assignment which are not caused by factors other than the performance of night work.
“With the exception of a finding of unfitness for night work, the findings of such an assessments shall not be transmitted to others without the workers’ consent and shall not be used to their detriment.”
“Art. 156. Mandatory Facilities – Suitable first- aid facilities shall be made available for workers performing night work, including arrangements where such workers, where necessary, can be taken immediately to a place for appropriate treatment. The employers are likewise required to provide safe and healthful working conditions and adequate or reasonable facilities such as sleeping or resting quarters in the establishment and transportation from the work premises to the nearest point of their residence subject to exceptions and guidelines to be provided by the DOLE.”
“Art. 157. Transfer. – Night workers who are certified as unfit for night work, due to health reasons, shall be transferred, whenever practicable, to a similar job for which they are fit to work.
“If such transfer to a similar job is not practicable, these workers shall be granted the same benefits as other workers who are unable to work, or to secure employment during such period.
“A night worker certified as temporarily unfit for night work shall be given the same protection against dismissal as other workers who are prevented from working for reasons of health.”
“Art. 158. Women Night Workers. – Measures shall be taken to ensure that an alternative to night work is available to women workers who would otherwise be called upon to perform such work:
“(a) Before and after childbirth, for a period of at least sixteen (16) weeks, which shall be divided between the time before and after childbirth;
“(b) For additional periods, in respect of which a medical certificate is produced stating that said additional periods are necessary for the health of the mother or child;
“(1) During pregnancy;
“(2) During a specified time beyond the period, after childbirth is fixed pursuant to subparagraph (a) above, the length of which shall be determined by the DOLE after consulting the labor organizations and employers.
“During the periods referred to in this article:
“(i) A woman worker shall not be dismissed or given notice of dismissal, except for just or authorized causes provided for in this Code that are not connected with pregnancy, childbirth and childcare responsibilities.
“(ii) A woman worker shall not lose the benefits regarding her status, seniority, and access to promotion which may attach to her regular night work position.
“Pregnant women and nursing mothers may be allowed to work at night only if a competent physician, other than a company physician, shall certify their fitness to render night work, and specify, in the case of pregnant employees, the period of the pregnancy that they can safely work.
“The measures referred to in this article shall not have the effect of reducing the protection and benefits connected with maternity leave under existing laws.”
“Art. 159. Compensation. – The compensation for night workers in the form of working time, pay or similar benefits shall recognize the exceptional nature of night work.”
“Art. 160. Social Services. – Appropriate social services shall be provided for night workers and, where necessary, for workers performing night work.”
“Art. 161. Night Work Schedules. – Before introducing work schedules requiring the services of night workers, the employer shall consult the workers’ representatives/labor organizations concerned on the details of such schedules and the forms of organization of night work that are best adapted to the establishment and its personnel as well as on the occupational health measures and social services which are required. In establishments employing night workers, consultation shall take place regularly.”
Section 5. The subsequent articles starting from Book Four, Title I of Presidential Decree No. 442 are hereby renumbered accordingly.
Section 6. Application. – The measures referred to in this chapter shall be applied not later than six (6) months from the effectivity of this Act.
Section 7. Guidelines. – The DOLE shall promulgate appropriate regulations in addition to existing ones to ensure protection, safety and welfare of night workers.
Section 8. Penalties. – Any violations of this Act, and the rules and regulations issued pursuant hereof shall be punished with a fine of not less than Thirty thousand pesos (P30,000.00) nor more than Fifty thousand pesos (P50,000.00) or imprisonment of not less than six (6) months or both, at the discretion of the court. If the offense is committed by a corporation, trust, firm, partnership or association, or other entity, the penalty shall be imposed upon the guilty officer or officers of such corporation, trust, firm, partnership or association, or entity.
Section 9. Separability Clause. – If any portion of this Act is declared unconstitutional, the same shall not affect the validity and effectivity of the other of the other provisions not affected thereby.
Section 10. Repealing Clause. – All laws, acts, decrees, executive orders, rules and regulations or other issuances or parts thereof, which are inconsistent with this Act, are hereby modified and repealed.
Section 11. Effectivity Clause. – This Act shall take effect after fifteen (15) days following its publication in two (2) national newspapers of general circulation.
Approved,
Feliciano Belmonte Jr.
Speaker of the House of Representative
Juan Ponce Enrile
President of the Senate
This Act which is a consolidation of Senate Bill No. 2701 and House Bill No. 4276 was finally passed by the Senate and the House of Representatives on May 30, 2011 and June 8, 2011, respectively.
Marilyn B. Barua-Yap
Secretary General-House of Representatives
Emma Lirio- Reyes
Secretary of the Senate
Approved:
BENIGNO SIMEON C. AQUINO III
President of the Philippines
(Signed June 21, 2011)
COMMON REASONS WHY CALL CENTER AGENTS RESIGN
When I first joined the call center industry, I couldn't understand why there were very few tenured agents, and they continue to decrease in numbers as I went along. It was only when I became one myself that I figured the common reasons why call center agents resign.
Unlike any other industries, working in a call center is like being in a swarm of ants where you are surrounded by many people just like you. It was hard to stand out, while authority figures are very visible since they seem to hold all the cards. Because of that, a call center agent experience very little flexibility that any creativity or individualism was hard to express.
The following are the most common reasons why agents resign and some tips on how to boost retention.
- Burn- out
The stress of dealing with difficult people day in and day out, and repetition of calls, spiels, and issues naturally leads to burn-out.
TIP: Show encouragement, support, and motivation just to make the agent feel that the management understand what they go through everyday. A little gesture of appreciation for their hard work may lift up an agent's spirit.
- Highly Structured Environment
Most typical among call centres are their strict rules on schedule adherence. An agent is expected to follow strictly the time to be on and off the phone, breaks, talk time, after call work, etc, coupled with call monitoring and target goals.
TIP: During the hiring process, make it a part of the orientation to let the candidate understand the nature of the job which should include the negative side of it. If something is expected, it will not be difficult for an individual to adopt to certain norms.
- Lack of Growth Potential
When an agent reached that certain point when they feel they have mustered the job and learned all the the skills needed, and there is still no chance for promotion, that's when they start looking for something else.
TIP: Know those agents who have been in the company for a long time. Try to learn how they feel about their position and try to learn what they think about any progress with regard to their job. If they are interested for a leadership position, offer training and leadership programs. If for example, a supervisory position is scarce, give them some other task where they would feel empowered like delegating some of the team leader's task.
- Compensation Structure
Compensation has always been the number one reason why agents resign.
TIP: Communicate with the agents to let them know what they can do to impact their compensation.
- Undeserved Compensation
Be sure to give an agent what they are worth fairly. Try to avoid paying out someone below what everyone else is receiving.
TIP: Just because the agent did not ask for so much during the hiring process, it's never a reason to give him lower salary. Employees will always talk about their salary even if they are advised not to talk about it. And once they learned that they are receiving less, they would feel betrayed.
- Lack of Professionalism
Some of the tenured agents may have become too comfortable with the company that they tend to act unprofessional which include how they dress up, lack of courtesy in how they speak or treat one another, etc. A new agent may feel uncomfortable that he may want to look for another working environment.
TIP: Uphold the standard that the company have always enforced and be consistent.
BEATING TOUGH QUESTIONS ON A CALL CENTER JOB INTERVIEW
- Enhance Your Communication Skills
- Enhance Your Technical Skills for Technical Support Job
- Job Descriptions
- The Right Answer to The Interview Question: Tell Me About Yourself
Related articles
- Ten tall tales told on résumés (cnn.com)
- On Becoming a Home-Based Call Center Agent (callcentersphil.blogspot.com)
- My Summer at an Indian Call Center (motherjones.com)
- Why Can't I Stay Long in One Call Center? (callcentersphil.blogspot.com)
MORE INTERVIEW TIPS FOR CALL CENTER JOBS
- When being interviewed for a call centre job, avoid answering questions with a brief "yes" or "no". Try to elaborate by using your past work/school experiences to support your answer if needed.
- Never pretend to know something or someone when you don't. If you don't understand the question, or you need a moment to think about it, say so.
- Be honest. Don't overstate or exaggerate your experiences or qualifications. Keep in mind that call center skills can always be learned; but honesty is a quality you either have or don't-and it is something that a call center company value highly in all of their employees.
- Don't rely solely on your application or your resume to do the selling for you. Interviewers will base their perceptions on their face to face meeting with you.
- Don't be afraid to ask questions. It's a plus for you since it shows interest and ambition.
- Project energy and enthusiasm. Employers want to hire individuals who are excited about the job-and become part of their call center team.
- Interview Tips For Call Center Job
- Call Centre QA Interview Strategies
- Call Center Interview Question
- Call Center Interview
Did not find what you're looking for? Search here
Popular Posts
-
If you want to be a part of a huge call center , Teletech is your company, they have reached their previous goal of maintaining 15,000 emp...
-
If you have been following my blog here (Personal Journey) , you know that I was a bummer for 11 years before I decided to apply for a call...
-
Tell Me About Yourself At this stage in my career, I would say that the no. 1 call center interview question that rarely miss an interview...
-
Image via Wikipedia 3D Networks 23/F Unit 2306 PBCom Tower 6795 Ayala Avenue, Makati City Philippines 1226 3i: Interaction, Innov...
-
Image by Ryan Desiderio via Flickr Accallade International Suite 508, Hanston Building Emerald Avenue, Ortigas Business Center Pasig ...