Why does Globe discriminate Call Center Agents? @enjoyglobe @talk2globe
February 3, 2012
Updated (by editor) at 8:30 P< - Gelo scanned the guidelines below where no mention of credit card was required. Globe through their digital team informed me that ” bpo requirements for globe postpaid has been changed. Employee should present sufficient proof of income”
I am basically a nobody. I am just a relatively newly-hired call center agent with enough salary to keep me going. All I wanted– although I knew it is a luxury to have such– is to have a fancy phone as a pat on my back after working so hard every night, staying over the phone and listening to at least 2 Westerners curse at me. The previous sentences are out of the question but then again, I can’t help but feel disappointed when I started to apply for a postpaid plan. I felt disappointed that I can’t get myself into Globe Telecom’s policies.
Actually, not only am I disappointed. I felt discriminated and insulted.
As a Globe Telecom Prepaid user for years, I have been so satisfied with the services they offer. Even though I was with Sun Cellular for a brief period, I still went back with Globe because for me, nothing beats it. So when I set my goal to have myself enrolled in plan for a smartphone, I chose Globe already without any apprehension.
So there I was few hours ago: It was payday and I have the money for the deposit they required. I spent the past two months earning my keep just to have the money for deposit. Also, I already have all the requirements set up. I went to the store and presented all the documents they needed and lo and behold, I was asked if I have a credit card with me. I asked why and double checked the list of requirements they gave me. Credit card was never a requirement according to that list but when I asked, they said that for BPO employees applying for a postpaid account, a credit card IS a requirement. When I asked why this requirement apply specifically to BPO employees, they are so quick to reply to say it is the company’s policy.
I felt that I was discriminated and being looked down upon right then and there. Why isolate BPO employees? Why is the credit card requirement for BPO not listed on the requirement list? The only reason I can think of behind this policy is that they profiled BPO employees as “bad-payers” and by requiring us with a credit card would mean assurance that they will get paid. Obviously, such equivocation is a quick generalization and a head-to-toe insult to the whole BPO industry.
It was unfortunate that a telecom company who advertises it self with the slogan “Abot mo” (Within your reach) seem to have itself difficult “to be reached” for call center agents. I know they are up for business and want to secure their revenues, but having a special-case system with BPO employees is way out of line. Are they trying to impute that the BPO industry is so volatile that its workers can’t pay their monthly dues? Are they insinuating that call center agents are irresponsible when it comes to paying bills? Worse comes to worst, do they think that BPO call center agents are too poor to afford their plan? I would understand it better if they do this with all of their applicant, but no, call center agents are singled-out of the group. Had they backed this out with a plausible explanation, it would be more understandable but no, we can only hear them saying, “It’s company’s policy. The End. Goodbye”
Yes, the “protecting the business” part is quite understandable, but putting down a discriminating policy is what irks me the most. It is sad that even though one has already complied with the necessary documents, the application is being denied just because he is working in a very volatile industry. They may argue that call center agents may have their jobs unstable because they keep on shopping from one company to the other and not staying in one company for quite some time, but that is out of the question. They may also argue that US is passing anti-outsourcing law and endangers the entire industry as a whole, but that also is out of the question. One thing is obvious though, they don’t want– or at least it seems to be– call center agents as their customer mainly because they are JUST call center agents. Adding “uneducated” and “inexperienced” may be too harsh and exaggerating but that is how their message came to me.
If I were to give them the benefit of the doubt, the only question in my mind is so simple: Why this policy?
Updated 8:00 PM
Attached is page 1 of 4 of the Globe Price Bulletin as of January 20, 2012. As you may notice, credit card is given only as an option but not as a requirement. Also, there is no special note there saying that BPO companies should have a credit card and enroll in an auto-debit system.
Student by day. Nothing to do with his life. Studying molecular biology. A recent failure from a recent movie-blogging journey.
Likes to read books. Fond of theaters and acts sometimes. Tyra Banks worshipper. Plans to be a Neurosurgeon and a professor to throw bitch fits to her students. Movie goer. Has fascinations with high-heeled shoes and sling bags. Likes to French Twist his hair and addicted for something French.
Lost in the clutter of history. Trying to mend the friendship he had broken. Desperately needing someone to talk with. Problematic. Bipolar. Yet, loud and gay (literally).
You can read Gelo's Demented Musings on his new blog gelolopez.wordpress.com