Off the call, Sitel agents on the limelight

MANILA, Philippines - Besides the odd working hours, the dress codes, the English accents, and the much romanticized salary, the essence of work of a call center agent is still a mystery. It’s always about the pay, the would-be benefits, the location of the site, and the people you know who work there.

But it takes more than just assumptions or a half-page newspaper ad to dictate what really goes on inside the cool windows and the brightly lit fluorescent world of call centers.

An interview with Sitel agents reveals the world through their own eyes and voices. These are their stories.

Daughter of Cavite

Girlie Cruz, already on her fourth year in the company, spends three hours a day just to get to work. Having worked for several companies since 1998, Cruz found Sitel by accident as she was applying for a managerial position in a prominent food chain site.

“It’s not how I got hired, but how I managed to stay for four years” says Cruz, who described her work challenging, yet fun, and rewarding. Part of the rewards would be the medical benefits that she was able to extend to her family, like when her daughter was hospitalized due to dengue fever.

Truthfulness and care for its employees — this is what the company stands for, according to Cruz. She appreciates the fact that Sitel remains transparent with regard to every centavo they give such as overtime, night shift differential, and double pay and take like SSS and taxes.

She looks forward to handling a team of her own soon.

Hard boiled and hard luck

A former supervisor of a renowned credit card provider, Prince Padilla lost his four-year job when the recession hit. Born in Leyte and a graduate of a university in Manila, Padilla got into Sitel because of recommendations by friends who also work in the call center.

“Sitel is committed to helping the Filipino people land a job that is worth keeping for years,” says Padilla, who is still a probationary employee. He enjoys the professional atmosphere and wants to influence people to work hard and embrace the job they have.

A team player, Padilla wants to contribute more to the growth of Sitel.

He intends to exceed the expected goals of his account, as well as the standards set by the company.

Young and restless

Only 22 years old, Jacqueline Bravo has been working her way through since she stopped going to college. Still a fresh fish in the sea that is the professional world, Bravo believes that she is in good hands with Sitel.

“Compared to other centers out there that give good or higher salary, Sitel, as we all know, is a stable company,” says Bravo. Without the fear of being exploited for work hours or unjust salary compensation and deductions, she is able to continue working for a company that’s both “professional and friendly.”

Bravo commends Sitel’s work environment for recognizing agents who do their best and giving constructive criticism for those who need improvement. “They are very effective in motivating the agents to do their best in hitting the target.”

Having experienced the best and most challenging times in the company, Bravo admits that she has learned her set of strengths. She now channels that knowledge to better her personal life, thanks to Sitel.

Headquartered in Nashville, Tennessee USA, Sitel employs more than 60,000 associates worldwide with a global footprint that expands across 27 countries and 144+ facilities throughout North America, South America, EMEA and the Asia Pacific Rim. Sitel Philippines’ 7 facilities are located in Pasig City, Quezon City, Mandaluyong City and Baguio City.