Aug 15

Hi there! Jonathan here with some rainyday tips. It’s the season for tropical rains and typhoons again. Call center workers usually fall prey to a lot of diseases during this season because of our very cold office environment and the strong rains. Worse, we even have to brave some flooding in the streets leading to our workplaces. This is true not only for us here in Dagupan City but all over Metro-Manila and other areas where there are call centers. The best offense is always a good defense. Let us always give our bodies the advantage of being ready against possible sickness through our daily dose of essential vitamins. It would really help a lot if we take some Vit C for extra resistance against diseases like colds or flu. This would be a good add-on to the regular multi-vitamin supplement that we take. 

If worse comes to worst, here are some helpful remedies for INFLUENZA or what we usually call FLU. This the sickness which manifests with symptoms of fever, colds and cough.

  • Get extra rest. Bed rest can help you feel better. It will also help you avoid spreading the virus to others.
  • Drink plenty of fluids to replace those lost from fever. Fluids also ease a scratchy throat and keep nasal mucus thin. Hot tea with lemon, water, fruit juice, and soup are all good choices.
  • If fever is uncomfortable, take acetaminophen or ibuprofen to lower it. You may also sponge your body with lukewarm water to reduce fever. Do not use cold water or ice. Lowering the fever will not make your symptoms go away faster, but it may make you more comfortable.
  • To relieve body aches and headache, take aspirin, acetaminophen, or ibuprofen. Do not take aspirin if you are younger than 20 unless your doctor tells you to do so. Also, aspirin and ibuprofen can upset your stomach, while acetaminophen does not.
  • Try a decongestant or nasal spray if your main symptom is a stuffy nose. Look for a single-ingredient decongestant that contains phenylephrine. If nasal drainage is thick, a decongestant that contains guaifenesin may help keep it thin and draining. Do not use medicated nasal sprays or drops more often than directed and not for longer than 3 days.
  • Breathe moist air from a hot shower or from a sink filled with hot water to help clear a stuffy nose.
  • Avoid antihistamines. They do not treat flu symptoms and may make nasal drainage thicker.
  • If the skin around your nose and lips becomes sore from repeated rubbing with tissues, apply a bit of petroleum jelly to the area. Using disposable tissues that contain lotion also may help.
  • Use cough drops or plain, hard candy to help ease coughing.
  • Take a nonprescription cough medicine that contains dextromethorphan if you develop a dry, hacking cough. Some products contain a high percentage of alcohol. Use them with caution.
  • Elevate your head at night with an extra pillow if coughing keeps you awake.
  • Avoid smoking and breathing secondhand smoke. This is good advice any time, but it is especially important when you have a respiratory infection like a cold or the flu.

REMEMBER: AN OUNCE OF PREVENTION IS BETTER THAN A POUND OF CURE!

Aug 14

All call center agents have one or more crazy, comedic situations that they get tied up in. As a matter of fact, these hilarious events have been circulating in the emails, passing from one call center to another. Here are some of these funny experiences by agents and their customers. Enjoy!

· An American woman called a computer call center agent and asked for guidance on how to operate a certain program. The agent innocently told her to kindly close all the windows first, and the agent almost fell off his seat when he heard the woman telling her son in the background, “son, I don’t know what the heck this guy’s telling me, but can you close all our windows so our computer will run???”

· Another woman called another computer call center. The woman was complaining non-stop that the computer company should improve its devices since she has been having a hard time navigating her mouse. The agent who got the call got a bit puzzled, mainly because the mouse is perhaps one of the easiest computer attachments to use. The woman never gave the agent a chance to speak, and the agent almost could not stop himself from laughing out loud when the woman said: “you know what? My foot has been tired from navigating the mouse!!!” Wherein the agent simply instructed the woman to kindly get the mouse off the floor and place it on her table. The woman was silent for a minute, and then she said without apology “well, that’s better!” and hung up.

· A man wanted to change the dates of his travel to a later one, and said without preamble to the travel agent who got his call that he should not pay any fees as he had a “cancellation penalty waiver.” Wherein the agent informed him that as he was changing and not canceling, normal change penalties would apply. The caller got irate and claimed that a change is still a cancellation, because when you cancel, you still change your plans. The agent calmly asked again which he wanted to do, and what type of waiver he got. The agent coyly asked him: “so, if you want to change your tickets and you have a cancellation fee waiver, but you want your change penalties waived using a cancellation penalty waiver, does that mean then that change and cancel are one and the same? Aren’t they completely different courses of action? Wherein the caller shouted expletives at the agent and hung up!

· Another caller, this time a woman, called the same travel call center to cancel and get a refund for her “strictly non-refundable” plane tickets. A travel agent advised her that though her tickets are non-refundable, she could get credits for it that can be applied toward a future travel, subject to reissuance penalties. She insisted that she should be reimbursed because she had no plans of flying again soon, and said that there must be a way to circumvent the rules. The agent said, üh, yeah, there is one way where you will definitely get a refund. The passenger has to die first.” Wherein the woman happily said “that’s great then! What do I have to do?” Bewildered, the agent said, “uh, the passenger, uh, meaning you, must die first…” Oh…

Aug 13

Here is a helpful tip from Jonathan D.

A handful of people that we encounter at the Philippine Call Center Training Center have what we call a lingual confusion for the letters P & F. This is not to be treated lightly.As I have encountered in a lot of the recorded calls in my QA assignments , P&F confusion can cause some trouble in a call. Agents can be misconstrued whenever referring to “Packing Slips” for orders made through the phone. Imagine the P pronounced as F. I know… it really sounds lewd.

So how do we fix it. Well at our Training Center, we have the “45.1″ exercise. Here, the trainee counts from forty-five point 1 to forty-five point nine. While saying the numbers, the student can be assessed for mispronouncing and confusing forty with porty or five with payv. Sometimes, even the word point can be mispronounced as foint. This exercise may be done at least 5 times in a day to help get rid of the P&F confusion. It has been successful with most of our trainees who religiously perform their exercises.

I thought of this idea in support to, but not in lieu of tongue twisters. It’s a lot shorter and a bit more effective, based on my 3 years of experience in teaching. Try it! It could work.


Aug 13

1. Whose versus Who’s

Who’s represents the combination of Who and is . If the word can be broken into “who is”, then use “who’s.”

“Who’s that handsome man over here?”

Whose is a possessive. It is used like her, his, their etc.

“Whose boat is that out on the lake?”

2. It’s versus Its

A common mistake among many writers is the “it’s” versus “its” usage. This is a very easy grammar distinction. “It’s” is a contraction for “it is” or “it has”. If you are confused on whether you should use “it’s” or “its”, just replace “it is” or “it has” in your sentence. If your sentence makes sense, then you need to use the contraction form, “it’s”. If it does not make sense then you use the non-contraction form, “its”.

Example of “Its”

The dog wagged its tail.

(The dog wagged it is tail doesn’t make sense.)

The child ate its food.

(The child ate it is food doesn’t make sense.)

Examples of “It’s”

It’s time to go to school.

(It is time to go to school.)

It’s been a long time since we have seen each other.

(It has been a long time since we have seen each other.
3.Your versus You’re

This is another common mistake of apostrophe use. “You’re” is a contraction for “you are”. It is easy enough to decipher, again just insert “you are”

into your sentence instead of “you’re” or “your” and you will know the correct usage.

Examples of “Your”

t is time for your medicine.

(It is time for you are medicine doesn’t make sense.)

We will go to your play after we eat.

(We will go to you are play does not make sense.)

Examples of “You’re”

You’re going to be the first in line.

(You are going to be the first in line.)

You’re my best friend.

(You are my best friend.)

4. Wanna & Gonna

Is it right that “wanna” means “want to” ?

And about “gonna”, does it mean “going to” ?

Yup. “gonna” is an accepted “eye dialect” spelling for the most common American pronunciation of the “(be) going (to)”

future construction, as in “I’m gonna kick some butt”.

In standard written English, this would be written “I’m going to kick some butt”, but if it were pronounced like that, as

/aym gowIng tuw kIk s@m b@t/,

it would most likely be interpreted as a joke.

Eye dialect is largely used to represent speech in narratives, and often carries the (author’s) presumption that the speaker is illiterate or of a lower class. It’s not at all standard in normal written English

Don’t* use these words in any formal writing.
5. quote unquote

What is the proper usage of “quote unquote ,” as in “Bob told me he’s

quote unquote semi-retired?” I would imagine it’s “…quote semi-retired unquote,” although I almost never hear it used that way. The first usage seems a lot more popular.
Now what about the unquote? If you have a lengthy quotation, you need to know where both ends are. So we say unquote at the end (incidentally making spoken English more like printing — where the beginning and ending quotation marks are different — than like ASCII, where they’re identical).

Lisp doesn’t need to mark the end of the quote; this is where all those parentheses come in handy. Also cool.

However, if you are doing scare quotes in speech, and thereby taking your chances with the listener’s short-term memory, chances are you’re targeting only one word or phrase — one phonological unit in any case — and you don’t really need to mark the end; it’s obvious. All you really need is a marker at the beginning to warn your parter to listen ironically.

So “quote-unquote” becomes a compound prefixal particle, and you don’t have to worry about the other shoe falling. Much the same fate overtook the as far as … is concerned/goes constructions, and the so [Adjective] that …

construction. The last parts of these are simply dropped in many cases. And I’ve heard people say just “quote” (without the “-unquote”) in this usage, as well as the doublet.
6. On & In

a.Use “on” for dates and days.

When do you go to the club’s meetings? On Mondays.

When do Americans celebrate Independence Day? On July 4.

b.Use “in” for months.

My sister’s birthday is in June.
c. Use “in” for years.

We will elect a new president in 2007.

d. Use “in” for time in general

He works best in the morning.

When do you go to photography school? I go in the evenings.
e. Use ‘in” for seasons.

The Jones will visit in the summer.
7. Their, There, They’re

a. Their = possessive pronoun: They got their books.

b. There = that place: My house is over there. (This is a place word, and so it contains the word here.)

c. They’re = contraction for they are: They’re making dinner. (Pronouns have apostrophes only when two words are being shortened into one.)

8. We’re, Where, Were

a.. We’re = contraction for we are: We’re glad to help. (Pronouns have apostrophes only when two words are being shortened into one.)

b.. Where = location: Where are you going? (This is a place word, and so it contains the word here.)

c.. Were = a past tense form of the verb be: They were walking side by side.

9. This & These

This is the singular form, and these is the plural form.

10. Hour, Our, Or, Are

Our —of or relating to us or ourselves or ourself

Hour—the time of day

OR– used as a function word to indicate an alternative <coffee or tea> <sink or swim>, the equivalent or substitutive character of two words or phrases <lessen or abate>, or approximation or uncertainty <in five or six days>

ARE—present second singular or present plural of BE

Loose versus Lose

Loose versus Lose.

The verb to lose – one o – means “to mislay” (you can lose your keys or lose your mind); it’s also the opposite of to win. Loose – two o’s – is usually an adjective, but it can also be a verb, and it’s easy to confuse it with lose. The verb to loose means “to release” or “to let free”; it can also mean “to undo” or “to make loose.” The pronunciations are also

different: to lose ends in a z sound; to loose ends in a clear s sound.

11. Choice/Chose/Choose/Chosen

Choice (sounds like Joyce), a noun: “They made the right choice when they picked that car.”

Chose (sounds like goes), past tense of the verb choose: “He chose not to follow his father into the service.”

Choose (sounds like chews), to select, make a decision: “They need to choose a date for the wedding.” “You will have to choose between one or the other.”

Chosen (sounds like frozen), past participle of choose: “The crew has chosen to stay behind and defend the ship.” It can used to be described someone selected for a special purpose, as in the Chosen People.

Aug 10

Farmout is happy to note that Teleformix has released its Echo v 2.8 call recording solution. It has been enhanced to simplify the contact center e-training process. Agents can now be done on the agent’s own desk. Any media can be uploaded for use for the e-training purposes.

For more details visit http://www.tmcnet.com/channels/voip-call-recording/articles/9407-teleformix-releases-echo-28-call-recording-solution.htm

Aug 10

PhilCall Leadership

Top officials of Philippine Alliance of Call Centers (PhilCall) of which Farmout is a member, held a dialogue last week with the Department of Trade to discuss problems affecting the SME BPO sector. Photo shows from left to right: Dianne and Estela Altarejos, Ma Jocelia Aurelio, DTI Undersecretary for Regional Operations Carissa Cruz-Evangelista, Joji Ilagan-Bian, Lawrence Jalbuena and Darlene Corpuz.