June 4, 2011
Wave 59 Graduation from Transition. We're finally endorsed to production. I'm not excited at all. I'm not yet ready. I have lots of things to learn. Well, I know I'll learn them all soon.
We had a little celebration at Abuhan Tres, which is also just in I2. We had a breakfast buffet. How I missed having this. Back when I'm still an Aegisite, we visit every eat-all-you-can restaurants with my co-workers. I still feel that I'm out of place when I'm with my wavemates. I can compare how close I am with my wavemates in Aegis. Maybe because I'm no longer the youngest in the group (lols).. well I'm still the silent type me and everyone knows that. Most of them are just talkative and I just can't ride in. It really feels different with them. It feels like no one is interested to be with me. Sometimes I tried to, you know, reach out and be with them, join them.. and you would really feel how awkward the atmosphere is. I think the rest of the group found new friends.. Well, I did.. but what I mean, I hope I really found a friend just like I did from my previous companies.
By Tuesday, I'll meet my new team. I hope everything goes well..
Sunday, June 5, 2011
Wednesday, June 1, 2011
The Big Bang Theory
June 2, 2011
Our wave finally hit the target for Average Handling Time (AHT). We ended up around 17 minutes and our target for this day is 18 minutes. And since we won the Big Bang Theory deal, we earn ourselves one Big Bang chocolate each. I was able to lower down my AHT to 21 minutes, which is the lowest so far in my entire transition and I've got 15 calls which is also my personal highest. I still have 2 days and I hope I'll be able to lower down my month to date AHT.
Why is my AHT high?
> I'm still familiarizing myself with the workflows and workaround.
> I'm not very familiar with other operating system since I've been using Windows XP
> I take time to understand what I'll be doing. I don't want to provide troubleshooting steps that I, myself don't understand.
> The vault may contain lots of information about the account, the troubleshooting steps, workflows, etc. but it's not very agent friendly and it's really taking time just to search for an article that you need. Documentum (the tool we used on my previous company) is way more helpful and organized.
What should I do.
> Familiarize myself with the vault so that I would know where to find the answers to my questions.
> Practice OS navigation. I really need to be familiar with other operating systems.
> Be straightforward. I'm challenged with this one.
> Active listening. So that I won't ask the same question all over again.
> Product knowledge. I'm not well trained. I'll just help myself.
Our wave finally hit the target for Average Handling Time (AHT). We ended up around 17 minutes and our target for this day is 18 minutes. And since we won the Big Bang Theory deal, we earn ourselves one Big Bang chocolate each. I was able to lower down my AHT to 21 minutes, which is the lowest so far in my entire transition and I've got 15 calls which is also my personal highest. I still have 2 days and I hope I'll be able to lower down my month to date AHT.
Why is my AHT high?
> I'm still familiarizing myself with the workflows and workaround.
> I'm not very familiar with other operating system since I've been using Windows XP
> I take time to understand what I'll be doing. I don't want to provide troubleshooting steps that I, myself don't understand.
> The vault may contain lots of information about the account, the troubleshooting steps, workflows, etc. but it's not very agent friendly and it's really taking time just to search for an article that you need. Documentum (the tool we used on my previous company) is way more helpful and organized.
What should I do.
> Familiarize myself with the vault so that I would know where to find the answers to my questions.
> Practice OS navigation. I really need to be familiar with other operating systems.
> Be straightforward. I'm challenged with this one.
> Active listening. So that I won't ask the same question all over again.
> Product knowledge. I'm not well trained. I'll just help myself.
Tuesday, May 31, 2011
Realization
Play DotA and choose a hero that you've never used before. You might have the correct items equipped, but not knowing when to use the skills won't let you win the game that easy. Or it's the other way around. You might have mastered the hero but not using the correct items will still screw the game.
Halfway
June 1, 2011
It's already the 6th month of the year. It's been a challenging year so far. Lots of things need to be learned, relearned and unlearned.
It's also the 7th day of our Transition and later this night will be the 8th. 3 more business days and we'll hit production. I'm not ready. I'm so not ready. This past few days, I'm starting to feel regret. I feel like I made another mistake.. a wrong move. I'm thinking, what if I didn't resign from my previous company? What if I just waited and stayed? I'm supposed to be a Real Time Analyst by now. Well, if I have been braver...
Convergys, just the name itself is very attracting. Think about the compensation and the prestige. CONVERGYS. The name speaks for itself. Is this the right company for me? I can't answer it yet. I just know that a lot of people are aiming to work for this company and I had my chance so I grabbed it. Now what?
Honestly, I'm struggling with my training. We're almost done and I still feel that I lack enough skills to handle technical calls. It's like I'm going to a war. I have my weapons and my master taught me how to use them. I just don't know how to fight and win the war with those weapons. My handling time is so high. I just want the issue to be resolved and I would like to learn the troubleshooting steps and processes myself. This just takes time.. And I feel like I'm not getting enough support that I need. Hopefully later tonight, I'll be able to manage my call well and hit the target for AHT. If not, I might need to check my options as early as now. I need to be ready and wise at this time.
It's already the 6th month of the year. It's been a challenging year so far. Lots of things need to be learned, relearned and unlearned.
It's also the 7th day of our Transition and later this night will be the 8th. 3 more business days and we'll hit production. I'm not ready. I'm so not ready. This past few days, I'm starting to feel regret. I feel like I made another mistake.. a wrong move. I'm thinking, what if I didn't resign from my previous company? What if I just waited and stayed? I'm supposed to be a Real Time Analyst by now. Well, if I have been braver...
Convergys, just the name itself is very attracting. Think about the compensation and the prestige. CONVERGYS. The name speaks for itself. Is this the right company for me? I can't answer it yet. I just know that a lot of people are aiming to work for this company and I had my chance so I grabbed it. Now what?
Honestly, I'm struggling with my training. We're almost done and I still feel that I lack enough skills to handle technical calls. It's like I'm going to a war. I have my weapons and my master taught me how to use them. I just don't know how to fight and win the war with those weapons. My handling time is so high. I just want the issue to be resolved and I would like to learn the troubleshooting steps and processes myself. This just takes time.. And I feel like I'm not getting enough support that I need. Hopefully later tonight, I'll be able to manage my call well and hit the target for AHT. If not, I might need to check my options as early as now. I need to be ready and wise at this time.
Thursday, May 19, 2011
Monday, April 18, 2011
Start of Something New
April 18, 2011
The idle days are now over. After almost 3 months of unemployment, I finally got to work in Convergys. I'm supposed to start last March 28, 2011 but due to medical reasons, my start date was moved. I hope the long wait will be worth it. We just had our New Hire Orientation this morning, from 7 AM - 11 AM. My Communications and Culture Training will start tomorrow from 7AM - 3PM. Morning shift.. I'm not used to this anymore. I will try not to be tardy for the rest of my stay in this company and hopefully this will be the last contact center in my employment history.
The idle days are now over. After almost 3 months of unemployment, I finally got to work in Convergys. I'm supposed to start last March 28, 2011 but due to medical reasons, my start date was moved. I hope the long wait will be worth it. We just had our New Hire Orientation this morning, from 7 AM - 11 AM. My Communications and Culture Training will start tomorrow from 7AM - 3PM. Morning shift.. I'm not used to this anymore. I will try not to be tardy for the rest of my stay in this company and hopefully this will be the last contact center in my employment history.
Tuesday, April 5, 2011
Sunday, April 3, 2011
Medical rest is over
Today's the last day of my medical rest. Tomorrow, I'll visit CVG clinic again and I hope the doctor will decide that I'm fit to work 'cause I am. I've been idle for almost 2 months and I'm running out of cash. I hope I could start my new work next week and I really need to work. *Fingers crossed*
Thursday, March 10, 2011
Bored
It's 8 minutes before 4 AM. I can't sleep. I don't know what to do. So I just decided to play a game. That could make me sleepy. I created a game, Multiple Missile Tower Defense through GArena. No one's joining yet. Oh, there's one. He's helping me in inviting other players to join by promoting my game in the game room.. I need three more to start.
I know there's a lot of things that I should do, and prioritize. I tried clearing the posts waiting to be published at globaldailystar.com before writing this. There were 25, I was able to publish 12. I got bored, I just played Yu-Gi-Oh, and I won 3 new cards, making my deck 50% complete. I got bored again and I decided to play the game I created. I got bored waiting and now I'm writing this.
It's 4: 30, our game is done. I'm still not sleepy but I know I'm tired. On Monday, I will start my new job. Hope everything will work out this time.
I think I should go to bed. I need to wake up early and clear the posts first thing.
I know there's a lot of things that I should do, and prioritize. I tried clearing the posts waiting to be published at globaldailystar.com before writing this. There were 25, I was able to publish 12. I got bored, I just played Yu-Gi-Oh, and I won 3 new cards, making my deck 50% complete. I got bored again and I decided to play the game I created. I got bored waiting and now I'm writing this.
It's 4: 30, our game is done. I'm still not sleepy but I know I'm tired. On Monday, I will start my new job. Hope everything will work out this time.
I think I should go to bed. I need to wake up early and clear the posts first thing.
Wednesday, March 9, 2011
Dreamy Dreams
The other night I had a dream.. Boyce Avenue is having a concert again here in the country. And since the admin of the Boyce Avenue Street Team Philippines is my friend, I was given a chance to meet and greet them. I remembered that I also dreamt that they will come back August this year. Hmmm.. Maybe this is the continuation of that dream. But wait, there's more. Last night I dreamt about another concert. There were three bands as far as I can remember. I'm not sure if Boyce Avenue is one of them, but I'm sure that The Script is. Actually The Script will have a concert in the Philippines next month. Too bad, it will be held somewhere in Manila. I'm not a big fan of The Script but I like their songs and it will be worth the while to watch them sing live.
I have another weird dream last night. I'm going to the beach. I'm with my boarding house friends. My best friend's brother was there as well. He was lying in the mud. I thought we were in the beach. I know we are. I forgot what happened next. Lols. Maybe it's a reminder of Kuya's arrival next month.
I have two more dreams to share. All happened last night. We're at the beach again. My two high school best friends are there, DJ and DM. I'm with DM and we were walking when we saw DJ with 2 guys. One is familiar looking, oh, that's EM. Why is he there? He is the last person that I want to be in my dreams. Lols. He's DJ's BF and the father of her child. But I heard DJ calling somebody "Beb".. and it's not EM. I can't remember the face of that guy but I know I knew him. It's just funny, that all the guys in that dream are all involved with DJ..
And the last dream. It's like an action movie. Well, most of my dreams are action-packed. It's like a good versus evil scene. I can't remember the exact details, but I tried to save a girl from gunshots and we hid under the bridge. What's up with the bridge? There were lots of gunshots everywhere, one wrong move and I'm done. Somebody took the girl from me, and he was also trying to save her. We're about to escape but I took the opposite direction. It's just me, alone, running and dodging the bullets. It was a success.. the great escape.
I have another weird dream last night. I'm going to the beach. I'm with my boarding house friends. My best friend's brother was there as well. He was lying in the mud. I thought we were in the beach. I know we are. I forgot what happened next. Lols. Maybe it's a reminder of Kuya's arrival next month.
I have two more dreams to share. All happened last night. We're at the beach again. My two high school best friends are there, DJ and DM. I'm with DM and we were walking when we saw DJ with 2 guys. One is familiar looking, oh, that's EM. Why is he there? He is the last person that I want to be in my dreams. Lols. He's DJ's BF and the father of her child. But I heard DJ calling somebody "Beb".. and it's not EM. I can't remember the face of that guy but I know I knew him. It's just funny, that all the guys in that dream are all involved with DJ.. And the last dream. It's like an action movie. Well, most of my dreams are action-packed. It's like a good versus evil scene. I can't remember the exact details, but I tried to save a girl from gunshots and we hid under the bridge. What's up with the bridge? There were lots of gunshots everywhere, one wrong move and I'm done. Somebody took the girl from me, and he was also trying to save her. We're about to escape but I took the opposite direction. It's just me, alone, running and dodging the bullets. It was a success.. the great escape.
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