BPO Contact Center Training Mistakes To Avoid, TELCO vs BANKING 👉 IRL W/ A TRAINING MANAGER | S1,EP8

BPO Contact Center Training Mistakes To Avoid, TELCO vs BANKING 👉 IRL W/ A TRAINING MANAGER | S1,EP8 // In this video, our guest is Pearl - she started as a customer service specialist and is now a training manager in one of the biggest BPOs in the country. She shares her experience when she started and some training tips to avoid mistakes and to have a better career in the BPO industry. See timestamps below for the highlights.
𝘿𝙞𝙨𝙘𝙡𝙖𝙞𝙢𝙚𝙧: 𝙏𝙝𝙚 𝙫𝙞𝙚𝙬𝙨 𝙖𝙣𝙙 𝙤𝙥𝙞𝙣𝙞𝙤𝙣𝙨 𝙤𝙛 𝙩𝙝𝙚 𝙝𝙤𝙨𝙩 𝙖𝙣𝙙 𝙩𝙝𝙚 𝙜𝙪𝙚𝙨𝙩s 𝙞𝙣 𝙩𝙝𝙞𝙨 𝙨𝙝𝙤𝙬 𝙖𝙧𝙚 𝙨𝙤𝙡𝙚𝙡𝙮 𝙩𝙝𝙚𝙞𝙧 𝙤𝙬𝙣 𝙖𝙣𝙙 𝙙𝙤 𝙣𝙤𝙩, 𝙞𝙣 𝙖𝙣𝙮 𝙬𝙖𝙮, 𝙧𝙚𝙛𝙡𝙚𝙘𝙩 𝙩𝙝𝙚 𝙫𝙞𝙚𝙬𝙨 𝙖𝙣𝙙 𝙤𝙥𝙞𝙣𝙞𝙤𝙣𝙨 𝙤𝙛 𝙩𝙝𝙚 𝙘𝙤𝙢𝙥𝙖𝙣𝙮, 𝙘𝙡𝙞𝙚𝙣𝙩𝙨, 𝙖𝙣𝙙 𝙥𝙚𝙤𝙥𝙡𝙚 𝙩𝙝𝙚𝙮 𝙬𝙤𝙧𝙠 𝙬𝙞𝙩𝙝.
⏲ TIMESTAMPS ⏲
00:00 - Guest introduction & background
3:18 - Telco vs Banking
6:53 - When you applied, did you know that the BPO industry is where you want to spend your career?
8:00 - What is it like to be a training manager? How is it different from when you're still taking calls?
10:30 - What is it like working amidst the pandemic?
12:43 - Mistakes you've observed from new hires in training
16:15 - Taking calls for the first time
22:03 - What do you do to keep yourself sane? (Work-life balance)
29:36 - Final advice who want to apply to the BPO industry
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[@ReaNinja]

(GIVEAWAY CLOSED) ⭐ I accidentally published this last night. Haha 😅 now it's public again. Join the eBook giveaway by leaving your key takeaways in the comment section. What did you learn from this video? 😊

[@kokonutguardian]

Hi! I'd like to ask on how you handle a customer complaining about the misinformation provided by your co-worker. Thanks!

[@msclarity8653]

Hi . Is the mentioned eBook still available?

[@angelitaescaner8382]

I love the voice of Ms. Pearl. She is speaking so fast but very clear. She is very good in speaking English I noticed she can able to say everything in just moment in a fastest way without so much thinking how to explain it in English very well. For me she is a good example like Ms. Rea when it comes to learning how to speak English very well.

[@domenicadeguzman1209]

Thank you for another great content. Love this!

[@just-me7324]

This content help me a lot! Thanks for sharing. Love it❤️

[@markcyrey9095]

Mark Cyrey Gutierrez and my take aways are these two phrases that i heard from this great conversations which are “Not tying it first”and “never question yourself”. This motivates me so much

[@JRV1968]

Wow, you guys speaks like a native english speaker! I've been dreaming to become a CSR for a long time because not because of its great benefits but also of its great advantage of their work which is pretty easier than other Job And the fact that you can become fluent in english in BPO industry is such a great treasure.

[@amorrelavo7727]

Miss Pearl is an excellent training manager. I really learn a lot during my training days in that BPO company.

[@kristinanavarro3289]

I loved the ambiance. It's so refreshing. The outdoor background is so nice. My key take away from Pearl is when she shared her journey from year 2007 as a technical support representative. I can relate to that. Yes, active listening is important as a trainee and even as a regular Employee.

[@ReaNinja]

Active listening is indeed important in every aspect of our life. Glad you love the setting. It's a breath of fresh air literally and figuratively. ☺️💕

[@Faye5423]

thank you so much miss Rea! we appreciate you! and for this video, thank you so much to Miss Pearl as well!

[@Chanlysan]

I'm glad I found this video, next week is my training and thank for giving motivation to us "newbie".😊😊

[@imeldavillegas]

I've been watching your blogs and I'm kinda hook to it. I'm 48/old and recently applied in a BPO industry and got hired, I'm now on training. Everything that Pearl said were all true, I cried the first day of taking live calls. I almost giving up, but thanks God I'm still here. I wish I'd be able to make it until the end of our training up to production.. Thank you for your videos about call center/bpo blogs. ❤️

[@marthaliciousvlogs]

I just wanna thank you both for this very motivational thoughts you have shared with us. Even though I’m a call center baby right now, I feel motivated pushing through my career in bpo industry. Thank you thank you thank you! More powers!

[@ReaNinja]

Glad this video helps ❤️🤗

[@mylesgomez2624]

The real genius e yung nag share ng ideas at lageng positive sa lahat...sila yun .Ms pearl and Ms Rhea ..thanks guyz!

[@Mackie..]

I love this segment, coach! 😆 The ice breaker was also interesting... I just love listening to experiences and thoughts of other people, especially those successful ones.

[@reyan711]

I can’t thank you enough you have cleared my mind about lots of questions

[@josephineduran9622]

Thank you for the positive insights mostly for the newbies..🥰😍😊

[@danieloca6825]

im so very thank full for this content creator it gives me motivation of applying in a BPO industy💕

[@danabella6903]

And i found you! Your videos are awesome, helpful and i learned a lot from you both, I'll take my training this coming night and don't know what to do, I've getting so nervous right now🥺

[@miley6931]

Thank you for sharing the difference between working in telco and banking account! I now have an idea of where I think I'll fit in. I'm an aspiring call center agent so this is really helpful. Personally, I think I will thrive more in the financial account since my college course is financial related. As for the key takeaways, I have learned that active listening could really help us a lot to solve the problem in no time. Also, as a newbie, we should have a growth mindset and we should not get easily swayed by the hardships as it is part of learning. This is one of the industries where the stress level is high so it is only fitting that we should take good care of ourselves in order to stay healthy as well as to not get burned out. 😊

[@ReaNinja]

Glad to know this video helped you. Love your takeaway! Totally agree with the growth mindset. 💯 Thanks for watching Miley. ❤️

[@kriselleanncalso4601]

Watching this because tomorrow I'll be going to recruitment area. Thanks for the help.

[@maribelgabutero3228]

Wow enjoy watching you both thanks for sharing , for the enlightenment. . I love watching you both speaking English. God bless

[@musiclovers2916]

I really learned a lot from your videos. Hopefully I can be a call center agent someday with the help of your videos❤️❤️❤️

[@jostyles]

Great content!

[@ReaNinja]

Thank you ❤️

[@rosejanemorillo3080]

Thank u for this vedio i can say that ive learned much..

[@margarettepace8354]

Hi good morning, one thing i've learn through this conversation about more tips for applying in a call center for the newbie in BPO industry, and also fir the acct of telco or finances and also being an agent to a trainor, and also a tip on working at home during pandemic,

[@nerissagarovillas6829]

The content of your vid is undeniably informative. I have learnt a lot from your IRL with Sheena and now with Pearl. My desire to be part of the BPO industry and be an agent heats up after watching videos like this. I hope it's not yet late for me to try. Please advise. Thank you so much. GodBless and more power to your channel Ms. Rhea.

[@ReaNinja]

Never too late 😊 appreciate your feedback. I'm so glad that this video series help. ❤️

[@benedictbuenafe9815]

Thank you for this video, it's a big help watching this, because I'm a newhire we're on the training now for the financial account. It's a big help listening to both of you it helps me motivate myself taking and continue this account..

[@ReaNinja]

Glad this helps ❤️

[@malloshii]

The number one that i learned this video is always listen carefully to the CX concern or issues so that you can explain to them better and also pull out your tools if you don't know what is the answer to your CX concern. And be confident to yourself and always be positive. By the way, i am a telco expert soon.💛

[@eraxinamoresytc6959]

Thank u for sharing.

[@annotes7785]

Thank you😍😍😍

[@alice_35_cacar]

I would say all those BPO taboos were just motivations for you to be able to cope and adapt to any situation. What i learned from the moment i applied, down to the interviews (now hoping to be part of the industry, one more interview to go🙏) Everyday is a challenge. Good to have these type of content creators. Keep up with the good deeds ma'am.

[@ReaNinja]

Thanks for sharing your insights and for watching Patrick. 😊

[@varyaalexandrovich3086]

My gid an haba ng ads na binigay ng YT ,and because love to support this channel , No to skip adds for now.... Champion for pldt home Nature lover sisters... Yes tama miss pearl bpo stood up during pandemic. In fact during the phone simulation pgcall sa kin ng hr bgsak aq :-( but mey reprofile. Proud to be bagsak :-) and never give up. Push and thrive hahahaha

[@ReaNinja]

Ahh thank you for supporting through ads. Appreciate you! ❤️ You're right. Never give up. You'll nail it soon. Thanks Wardolin. 😊

[@miguelgarciarangel8453]

Really nice video

[@madambebz7337]

I always loved to share your videos. Hope to meet you someday. Keep safe always 🙏!

[@ReaNinja]

Thank you for sharing. One day, we'll probably meet. 😊❤️

[@JP.Egerton]

I’m proud of you Pearly! 👏🏻👏🏻👏🏻😁😁😁 Nice one Rea! 🤩👍🏻

[@ReaNinja]

Thanks Jas!! ♥

[@JP.Egerton]

@@ReaNinja It’s my pleasure Rea! 😄Just want to let u know that u encouraged and inspired a lot of people esp. who wants to work in BPO industry - I miss my TP friends! ☺️🤗

[@thesskit-chen5315]

I'm so motivated to apply in a BPO, because of this kinds of topic. Thanks for this ms.rea😊

[@ReaNinja]

Happy to hear that Marites 💕

[@kemaneslouis-juste7732]

Good job girls keep going i so pround of myself because of you, i'm training now for a very beautiful contract.

[@kemaneslouis-juste7732]

I'm so proud

[@roseendrina3674]

I really love your content, keep up the good work Ms. Rea....your so simple Woman...and pretty...

[@ReaNinja]

Thank you so much! Appreciate you ❤️☺️

[@jenifferpamintuan2443]

Hi im on training tomorrow hope i can made it, i'm excited at the same time nervous...

[@varyaalexandrovich3086]

miss pearl nd rhea truly inspire us. Can't imagine these ladies 2007 pa veterans in d bpo but looks younger . Lesson was be patient and be optimistic ,all of us get through with it, my one week of nesting when i got hired 2020 when the phone rang , so kolba my heart and korog my feet 🤣😂😆look miss pearl now is one of the managers. Ka friendly ani oi 😘😍 sana ol gnito ka friendly #promotion is just a piece of cake By miss pearly shell

[@ReaNinja]

Thank you!! ❤️ You got this too. 😊

[@josephineduran9622]

So truee po ms. rea, the nervousness😅

[@johnlloydzuniga6379]

For i think 6 months of watching your videos i finally passed the final interview and i'm starting my training this coming thursday. Thank you so much po ♥️

[@ReaNinja]

Happy for you John. Congrats ❤️

[@sergiobernaldez4577]

you have to have passion a strong interest joy and love to be in this industry for you to thrive.. ~ do not see it as your work, see it as your passion..

[@steele7115]

Perla lang malakas! hahaha nice vid madam reiii

[@ReaNinja]

😅😅 Thanks Leejan ❤️💕

[@MaNinay]

All your videos are very helpful maam, 🙏🙏im about to start my training and im a bit nervous because its a telco account 🙏 🙏🙏

[@EJVlog1203]

I’ve learned to be more motivated especially when you guys discussed the things that I need to remind myself all the time. I’ve also learned to be more confident and willing to take the risk because I always believe no pain no gain.

[@ReaNinja]

Great realization 💗

[@carmelapinedabuenaventura8481]

Can you give us some list of examples for strengths and weaknesses of agents while in nesting period

[@Faye5423]

2nd job now... and the versant video helped me prepare for my telco application process! which now, im hired and in training and i am so excited moving forward with this account and company! ✨🌿

[@ReaNinja]

Congrats ❤️💗

[@Faye5423]

@@ReaNinja thank you so much poo!! 🥰💗❤

[@idonthavetime2think4fancyn99]

Rea is so cute when she laugh 😊

[@jostyles]

I am one of your subscribers. I love all your content in your vlog Ms. Rhea. I am really interested the give away e-book,I hope I am one of the chosen. I am not good in english and I wanna learn thru your e-book. Thank you and God bless.

[@ReaNinja]

Feel free to join by commenting your key takeaway. 😊 Thank you for always watching Josephine ❤️

[@roseendrina3674]

I learn in this video you have to be flexible, you have to trained, and learn everything.....

[@ReaNinja]

💯💯

[@cherryldiaz18]

Inspiring indeed.. I am interested to apply in Banking / Financial account too.. i hope you can notice this✌️☺️.. I was from a Healthcare account and looking for a job right now..

[@ReaNinja]

Aw yay thanks for watching. All the best with your application ❤️

[@shindigrodriguez4860]

i think me and pearl is similar in many ways based on this video

[@margarettepace8354]

Hi a'm margaret, i really wanted to be in a BPO industry am 49 yrs old, i should be in a BPO local acct. As a collection agent, i really wanted in a international acct. Not just becoz of in high conpensation, high payment and also am not good enough to speak in english,

[@jostyles]

Don't be afraid to take calls

[@juanitoboral2443]

YOU guys are amazing... Im already working in financial Inst. im call center agent.. and I think im interested to apply to your company... pls send me the info how I can reachout u guys to apply... see yeah...

[@eloim68]

Hi may I know which bpo comapany has financial program? I worked in a bank for 27 years I am retired and I love to work in bpo with bank account. Thanks

[@melvinmagarso5969]

I really want to apply but the HR don't want me to become part of that organization. I'm so tired of waiting of 30 days and apply again for too many times. I'm still unemployed for almost 1yr and HR is so choosy when it comes to hiring employees.

[@melvinmagarso5969]

I'm trying too many times in different companies and I'm so tired to hear the word "I'm sorry you're not passed for the initial interview and you will try again for another 30 days" Even though I deliver the question straight and correct. I hope that i can try for once the next assessment or next stage. I'm still stucked in initial interview until now.

[@ernestsuangco2624]

Akala ko po Miss Rea si Melissa Ricks ka po no joke blooming ka po now. Very informative youtube channel.

[@ReaNinja]

Thank you Ernest ❤️😊

[@ernestsuangco2624]

Mam Rea i listed all your tips in BPO interview questions. It helped me a lot. I was hired this day. Thank you and God bless more power💗🙏😍

[@ReaNinja]

Awww wow! So happy to hear that Ernest. ❤️

[@mrchristian8782]

Hello ma'am Rea! by God's grace naipasa kopo yung tests and initial interview sa BPO company na inapplyan ko which Task Us company, and then this coming Monday magkakaroon po ako ng final interview at yung account po na ibinigay sa akin ay Financial Account, gusto ko lang po sana itanong kung ano po yung mga possible questions and then meron po kayong mock call din po doon? Thank you, hoping po sa reply :)

[@nerissagarovillas6829]

My takeaway "mental health is everything". We have to be positive during this time of pandemic. Everything will be okay.

[@ReaNinja]

Indeed ❤️

[@Matt-ll8pc]

Anybody knows what Capital one auto finance work? I'm looking for any info about that

[@ReaNinja]

Financial/banking company. There are tons of available info on Google that would be helpful. 😊

[@eyteyt3843]

good day mam. i already watch now your video. may i ask if it is very often to place the new hired in telco account? if yes why?🙂 thanks in advance

[@ReaNinja]

Not necessarily. Still depends on the company ☺️

[@lizalorenmilanes73]

Hi Ms. Rea and Ms. Pearl thank u.. I dont want to experience telco account but im willing to apply at financial account ...can i apply Ms. Pearl? Are you still hiring? And what is your site near in taytay rizal? Thanks in advance

[@jeffreyvaldez8794]

Hi ma'am rhea ninja can I have an ebook. Thank you.

[@yummyfilipinofood926]

how to apply

[@joelgopio6912]

what if you can't understand what the trainee is saying because as much as you want to be awake but I can't help but to feel sleepy 😢

[@ReaNinja]

Watch my video about how to deal with graveyard shift 😊

[@josephineduran9622]

🥰🥰🥰

[@paulotejada1072]

Im scared to apply in telco i heard a lot it was a toxic acct But i guess it is good training groung for me to enhance my knowledge in any acct

[@esterlinaquilos5240]

name of BPO company please

[@jeannemarie7290]

If you're in the right company you're in good hands, at times we know we are but unfortunately there are times the one who demotivate us is the TL who shouts at u during coaching BEC u made a mistake and she was being emailed BEC of the mistakes of her agents. TL who always make u feel like you're a stupid agent during coaching, in as much as we want to stay but have to let go instead.

[@ReaNinja]

Sorry to hear you had to go through that. Hope your next would be better. Di kaso maiwasan meron ganyan. People issue naman din yan. :(

[@jeannemarie7290]

@@ReaNinja thanks.. I agree with u, it's people issue

[@BoardGameCavern]

Do you know of good companies or hiring agencies my company can hire from the Philippines to do writing?

[@ReaNinja]

I’ll have to understand what your requirements are. Feel free to email me [e-mail]

[@mariasalvepoquita7294]

Is there a chance for me to apply in a BPO company even if i'm already 49 yrs old?

[@ReaNinja]

Yes 😊

[@sheilaalmoninia9955]

May I know Ms. Rea, in what company do Ms. Pearl works? Thanks a lot.

[@ReaNinja]

TP :)

[@sheilaalmoninia9955]

Thank you Ms. Rea! ☺️

[@ronilojoson4163]

The only hendrance that I'm encountered during my training is the attitude of my Trainor he shouted and always embarrassed me during meeting...it is okey?it is a part of a training?but for my co trainee he don't shout ...im a newbies and at 50's already and diko agad Maka catch up Yung lesson that's why he is mad...Yung respect it makes my heart break

[@ReaNinja]

That's awful. Hope you can voice out and tell your trainer how you feel about it.

[@rizalyntorzar8331]

Been in the industry for 5 years. I handled online shopping, Debit cards, and credit cards. And then now I got hired in a Telco account. So basically the Level of accounts I am handling is getting higher? 🤣 mejo natatakot pa rin ako 😅

[@EJVlog1203]

May I humbly ask the complete address of those companies mentioned I am very willing to apply.

[@ReaNinja]

Teleperformance - check them out online. And MultiplyMii. All links are in the description. 😊

[@EJVlog1203]

Thanks

[@BernalAzul]

Not all of us are milenials or young! I am training along with 4 others, all of us over 50 yo!

[@charismabascon8025]

May I know what company?

[@ReaNinja]

Please email [e-mail] 🙂

[@kimberlydecasa9036]

Telco acct here ,start n ko sa may 18,pag sinabi po bng Telesales outbound po ba un? Anyway sprint tmob acct po sya.

[@resincraftsetc.1862]

Hi! What company po kayo?

[@ReaNinja]

Most likely outbound

[@salverratoledo4287]

Hi mam,how to apply online?

[@ReaNinja]

There are many ways to apply. You may go to the company's website or look for job portals. I'll have our own job portal up very soon! If you want to be updated, email [e-mail] :)

[@zandralape5424]

Goodpm san na po yung link nung multiplymii para makapag apply ☺️

[@ReaNinja]

Description box 😊

[@zandralape5424]

salamat po masugid nyo po akong taga subaybay🥰

[@leabotardo8340]

May I know the company of Ms. Pearl po, interested to apply po😊

[@ReaNinja]

Pls email me: [e-mail] 🙂

[@daisymaycodal-benavidez2448]

What company is that

[@ReaNinja]

TP :)

[@dimpsienarag935]

@@ReaNinja how to apply miss?

[@liananito2965]

Hello Ma'am Rea! May I know the youtube channel of Ma'am Pearl? Thanks

[@ReaNinja]

She doesn't have 😊

[@irenekimcornejo8790]

Ma'am rea anu pong company si ma'am pearl?

[@ReaNinja]

Please email [e-mail] 🙂

[@ernestsuangco2624]

Mam Rea kindly refer me Im looking for a job.

[@ReaNinja]

Email me po sa [e-mail] 😊

[@Mackie..]

I love this segment, coach! 😆 The ice breaker was also interesting... I just love listening to experiences and thoughts of other people, especially those successful ones.

[@Mackie..]

Hi, coach Rea! I just dropped by to say thank you for being part of my success in getting the JO from one of the biggest and famous call center companies in the PH. Thanks soooo much!😘❤❤ More power to your channel and team!