It's been 4 months since I entered the BPO industry. I didn't expect that I would make it through the grueling training that slashed 1/3 of our team. After the intensive 1 month training, our team was immediately hurled to the production floor. Never did I imagine that taking calls was very stressful. My hopes about establishing my self at this industry dwindled after my first month in the production. I simply grew tired of irate customers who spew cuss words at me because of a problem I did not create. I simply grew tired of saying 'sorry' for a piece of equipment I did not destroy. I simply grew tired of becoming a slave to people who feel superior because I am not from their country. I simply became tired of everything. I can still vividly remember my first customer telling me that he will have me fired because I failed to fix his internet connection. Ah, customers! All of them are potential friends, but be warned: if you fail to please them at the onset of the call, expect that they will take revenge on you by giving a 0 rating after your conversation.
Anyway, our team right now is composed of 14 members (9 from the original wave and 5 imports from a tenured team). The most recent team member who left was B. She used to tell me that she sucks in doing this kind of job. She even pointed out to me that she feels like a prisoner whenever she takes calls. But what's more dramatic was her statement a few days before she left: "Night shift tayo. Sakto. Ganyan kadilim ang nararanasan ko 'pag sumasagot ako ng calls." Wow, B really has a penchant for drama. Even the time of our shift has a meaning for her. Then it dawned on me: kung may dilim, malamang may liwanag (Hegelian dialectic?) It's in the darkness that we would appreciate light, even just a spark. Normal pala ang magkaron ng 0 VOC at supcall. Normal din pala ang masigawan at mamura ng isang tangahing customer. In the end, may matututunan din pala sa mga kabiguan.
I'm in Canlubang right now. In a few minutes I'll be having dinner with my 2 buddies Lyanne and Justin. Being away from the noise of the Metro relaxes me. It's already dark, but it feels like morning when the grass is wet with dew and the butter melts on top of the hot pandesal. Hmmm, I always look forward to seeing the light. Maybe it's something embedded in all of us: no matter how dark life may be, we are always inclined to search for the light.
