The Facebook Disconnect

Benefits.  It’s very rare nowadays to find someone without a Facebook account— your parents may even have more added friends than you have; or your grandmother could have a higher level in Cityville than you.  From Facebook you could have reunited with your elementary classmates and found out where they work or where they last took a vacation, or who ended up with who.  Social networking sites give way for people to express their ideas and opinions.  It’s an open wall for communication and sharing your thoughts.

Danger.  However, it also comes with responsible use.  You may have already seen several campaigns to watch out what information you give out in Facebook.  Exposing too much of yourself can put you in danger— not only from the hackers or malicious people who exploits information; but also from people who know you.   Social networking sites made the world smaller– it bring the world closer but with that, it brings the bad people closer to us too.

Responsibility.  What you post is a piece of your mind.  Your post describes who you are so be careful on what you shout out or what details you give in your account.  You can always delete a post but you cannot take back its effects.  Facebook was created to link and socialize— not to give venue to raise opinions that are better left unpublished to a million users; neither to give cyber criminals something to hack.

Of course, Facebook (and other social media sites like Twitter and Google+) offers various ways of security options like choosing who sees what and how much is visible to all but the first step to safer and worry– free use of Facebook is self discipline.

It’s everyone’s right to express what they want to say but like everything you do, it also comes with consequences or irreversible damage to others and worse, to your self.  Using social media is a privilege and almost a power— it is up to you if you want to use it to build up or to tear down.  Yet still, cliché as it may be— comes with great responsibility.

CTI Passes PEZA Accreditation

CTI recently underwent and passed accreditation from the Philippine Economic Zone Authority (PEZA), a part of the Department of Trade and Industry tasked to promote investments, extend assistance, and grant incentives to facilities/companies.

After several preparations and measures to comply with PEZA standards, an inspection was conducted early July 2011, and the contract signing was held in the PEZA office at Pasay City, Manila. The signing was attended by (inset above) Mr Pierre Makhoul, Financial Director for CTI/Collective Solution; Atty Reggie Ukol, legal attorney for CTI; Dr Lilia de Lima, Director General of PEZA, and Ms Sheryl Guerrero, Finance Manager for CTI.

Being PEZA Accredited will bring in several benefits for the company. “It’s a good move for CTI Philippines as it will reduce overhead cost by taking advantage of the government’s incentive eliminating some expenses,” says Pierre Makhoul. “It puts us in the radar of being an accredited company that we are complying with other things like safety in the company, up– to– standard equipment, and office layout. It puts our name with other centers and other industries.”

With this, CTI is looking forward to successfully maintain the standards set by PEZA and implementing it in the future. Thanks to all the hard work of everyone who made the accreditation possible, and making the inspection a success.

Customer Service Campaign Champs CTI Sportsfest 2011

Despite the very warm but drizzly weather last July 9 and  16 2011,  CTI employees marched to Amoranto Sports  Complex in Roces Avenue, Quezon City where the annual Sportsfest was conducted.  This year, five teams battle it out on basketball, volleyball, badminton, and Cheering.

The five teams were: Spartans (from Support Departments), Greenades (from the Outbound and Shared Campaigns), Eagles (from the Data Processing campaigns), and Vikings and Valkyries (two group from a large Customer Service campaign).

The games aim to develop teamwork  and sportsmanship despite the competitive nature of the event.  The first day served as elimination round in a knock out format to compensate for the number of games that needs to run.

The second day held the Muse Parade, then by the Cheerdance Competition where participants from each department showed their fantastic moves, something that will make you reminisce your  high  school cheering squad.  The contest was won by Spartans.

Volleyball Male Division was won by Valkyries and Volleyball FemaleDivision was won by Vikings. Despite Viking and Valkyries (both  from  the same campaign) matching up against the other, the spirit of unity is still there.

Basketball was the highlight of the event as the most powerful players in Greenades, Vikings, and Eagles match up to compete with the 2010 Champion, Spartans.  The DPD Eagles emerged to play in the championship round– a heart– stopping close fight between them and the Spartans, resulting in one round of overtime.  The Spartans eventually managed to defend their crown.

The Vikings were declared overall champion for this year– their second year in a row.

With this, we look forward to next year’s Sportsfest where teams will come back to play it out again on the court.  The event was headed by the Sportsfest Committee, a team composed of representatives from different departments.

CTI Goes to Sariaya,Quezon

Though the weather was gloomy, the mood was still that of fun and excitement as CTI employees went to Dalampasigan Beach Resort in Sariaya, Quezon, a two and a half hour trip from Manila, last May 28 and overnight to May 29 2011.

The CTI team engaged in several activities on that day, organized by the HR Team together with the Outing Committee.  While some are busy creating sand castles along the shore for the Sand Castle Making contest, some are either playing or cheering for the beach volleyball game, eventually won by the Inbound Customer Service Team.

The Tug- of- War game commenced after with Operations and Support Team pulling  the rope from one another while waves hit their feet on sand.  The day went on with swimming and playing under the sun as the weather continued to be fine and waves fun to ride.

After dinner, the stage was set for CTI Idol singing contest participated by members  of different departments, who all rocked the night.  The night went on with a relaxing night and on to the next day to catch more sun.

Work hard, and have fun– that’s what we are talking about.

The Importance of a Safety Committee

With the recent natural disasters happening around the globe, CTI formed a committee to focus on the safety of the employees in all aspects: the Safety Committee.

CTI believes that being prepared is a must against situations that are beyond anyone’s control.  Employees’ need for a safe workplace is the company’s responsibility.

Led by the managers, the Safety Committee, composed of Group Managers and selected employees, tackle issues like first aid availability, potential hazards, and execution of safety drills.

So far, the team had underwent First Aid Lecture from the company doctor; started campaigns on what to do during natural disasters, posting tips on boards; posted Evacuation Plans on doors; raised concerns on the facility infrastructure to the building management; and conducted a fire drill, where most of CTI employees participated and practiced tracking exit routes.

The employees found the activities assuring and happy that such initiatives are in place.  The committee looks forward to more projects and plans on building a safe working environment.

CTI Employees in the Assembly Area during the Fire Drill

Why Certify?

Recently, CTI launched several internal certifications aimed to arm its employees with the skills needed to accomplish their task. Backed by a corresponding policy, each employee is required to complete a series of trainings to acquire the techniques called by the job.

CTI started with Supervisor Certification I which is composed of modules on Adaptive Coaching and creating SMART Action Plans; and how to apply them in Handling Difficult Behaviors and Managing by the Metrics.  Another certification, Call Center Fundamentals, practices the analytical and logical capabilities of the participants.  More job- specific certifications such as Trainer Certification, and Manager Certification have been made available as well.

More certifications are being slated in the future.

Certifications align everyone with the skillset needed.  It is also an admireable behavior that leaders aim for continuous improvement and they discover their areas to be improved.  If experience is the best teacher, certifications solidify learning.

With these, CTI earns the confidence that its leaders are equipped with the tools needed to reach its goals; and aims for continuous development.

A Black & White Christmas Party

Last December 19 2010, CTI held its 2010 Christmas Party with the theme “Black & White.”  Employees trooped to Celebrity Sports Plaza, the venue for the party, in their fabulous and even extravagant black and white- themed outfits.

Everyone came in glamorous, and the excitement climaxed when the opening number was presented, a dance composed of members from each department.  After the buffet dinner, this year featured presentations for each team in the company, showing their moves and groove that matched the energy of the night.  Bands played and rocked the night with employees, with their party spirit alive and kicking, danced to the tunes.  We’ve never seen CTI rock like this  before.

Alongside the performances were the much- awaited raffle draws scattered throughout the night.  Employees held their raffle tickets tight for appliances (from refrigerators, ovens, DVD player, and a whopping 32″ LCD TV), laptops, a number of digital cameras, groceries, and gift certificates were all given away.

We also did not forget the people who made this year a success.  Employees of the Year from each department were called and recognized as well.  The Stars and Performer of the Night were also given prizes.

Outside the elegantly- adorned hall was a photo booth where everyone can have their group pictures– with fancy hats and glasses– taken.  Everyone was just wacky.

The night closed with the dance floor open for some more dancing.  Truly, as hard as they worked for it, CTI peeps defined PARTY.

CTI Grabs #1464 in Inc. Magazine’s Top 5000 Fastest- Growing Private Companies

 

Through hard work and combined efforts, CTI grabs a position in this year’s Inc. Magazine’s Top 5000 Fastest- Growing Private Companies in the United States.

Every year, the magazine publishes companies which exhibited a ranking according to percentage revenue growth over a four year period.  It was first introduced in 1982 starting with Top 100 and expanded to Top 5000 in 2007.  In order to qualify, companies must be able to show up to four full calendar years of sales, and revenue for the last year should hit at least $2 million.

CTI joined this year and landed on #1464.  Released last December 7, the said business magazine published the names of companies who have shown significant increase in terms of growth.

CTI also ranks #122 by Industry (Business Products & Services), and #84 in Los Angeles, California.

With this, the entire team of CTI is energized and full speed ahead to keep this up and go even higher, not just for the ranking, but to meet its client’s expectations.

Links:

http://www.inc.com/inc5000

 

Components of Customer Satisfaction

A lot of companies and researches share different ingredients in the formula of pleasing customers. None are exactly alike but each share something similar.

Failing customer satisfaction is not just the product or service itself- 70% of the time, it’s the customer service that comes with it.

Based on experience, customer satisfaction is not just meeting the expectations of the consumer. It is surpassing what is expected– giving more what is needed– with a smile. Doing it through the phone is different from face- to- face interaction. A smile cannot be seen over the phone, though most will tell you it can be heard– which is true. Moreover, there are these four elements that are sure in everyone’s list when satisfaction through the phone is being talked about.

Concern. It is the sound of being attended to and being sincere– as if the person you are talking to is really focused and interested with the reason of your call. Aside from tone, by asking the right questions, customers will feel that you are stepping into their shoes and acknowledges the issue.

Politeness. What sets a customer to rant about bad customer service is not really if the problem is resolved. Based on statistics, Resolution is closely followed by Courtesy. The tone, the way they are addressed, the words used– these may be small things but are crucial to the impression of a customer.

Urgency. Time is very important to all. Especially if a customer finally got hold of someone after a long wait, there is no better cure to that dissatisfaction of being on hold but to be addressed with utmost urgency. Not hasty though– just being immediately attended and time is considered.

Knowledge. What binds all the other components is the ability to execute them based on policies. Of course, no over- promising just to keep that customer. Just the correct procedures so as to satisfy not just the customers but the owners of the company as well. Knowledge is not just the what, where, and when of this. It is also the how and why. Having this is the best weapon an agent can ever have on facing all types of customers.

We do not have to say how important satisfied customers are. They bring in profit and bring in some more. Losing them would mean losing profit and losing some more. So we don’t just study customer service. We do it.

The Groupness Factor: The HR & Finance Adventure

Travel.  Fun.  Learning. Experience.  A sharing of genuine togetherness.  Rare.  But sound.

Work is a gift. So are the people we are working with. Every day at the workplace, we spend time accomplishing tasks. Smiling seems a respite from the tedious and stressful environment. This has made gatherings an opportunity rather than a habit. A good habit, indeed.

Time spent well with colleagues is quality that results to groupness—an important element that brings about concerted effort at the workplace.

Groupness encourages cohesion. Management takes effort in making groups more welcoming, more successful or cooperative. It sees to it that every group is extended the chance to increase its capacity to solve problems and make decisions. There are three factors that are analyzed to see the ability of a team to make or unmake: structure, individual members and process. Structure dictates the size of the team; whether small or large, the individual members make a decision and each voice represents a way of thinking. Processes mobilize the team members. Any group should understand its aims and objectives and should accept these. If the group has already figured out its rules and procedures, they become more efficient.

It is a need to belong to a group which successfully solves conflicts and does tasks effectively. However, this is not a lone truth. While managers engage their minds to daily assignments, they are also to engage their hearts to the value of coming together to create a positive work environment. And how do we begin? It is by letting the individual realize the value of his contribution to the group and to the organization. Take a good look at these pictures. Need we say more?

Let us come together and create a corporate success culture. Warning: It’s not a piece of cake.