*This post also appears on blogwatch.tv
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.
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
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