Posted
in Pensieve Moments on 30 June 2010
(This
article is dedicated to my former colleagues in Sitel as PH3 closes today, the
30th of June 2010)
I used to work from dusk to dawn in an
industry that gives employment opportunities to zombies who can literally talk
their minds off.
I used to start my week while others ended
theirs … on a Friday night. Just as everyone else in the so-called normal world
began to unwind in bars and cafes all over town, my minions and I would start
to “shift” gears and glide into our work-a-night world, like zombies who go
bump in the dead of night.
My shift started at 8pm and ended at 5am.
Not surprisingly, I rarely got to see the sun. That was nice. I did not have to
spend so much on suntan lotions with SPF factors whose efficacy I never get to
figure out anyway.
My first job in the call center industry
was voicing for the deaf, the hard of hearing and the speech impaired. I loved
doing that. Imagine typing verbatim (minimum typing speed: 60 wpm at 90%
accuracy while keeping your client informed of everything that is
happening during the call, including tone of voice and background noise such as
toilets flushing or someone farting. Unfortunately, I failed to certify, and I
had to leave, albeit with a heavy heart. Best thing about it was that there
were no Average Handling Time (AHTs) to worry about.
And then I moved on over to another company
where I had to work my butt off to have low AHTs while serving under the safest
and most popular online shopping company in the world. Unfortunately, I had a
magnet for thurdercats (geriatrics) who use Jurassic equipment (dial-ups).
Oh, those daze, those daze were so
exciting.
My world was a complete turn-around. I woke
up at around 5pm and greeted my housemates Good Morning. I’d leave the house at
around six o’ clock while “normal” people are on their way home. As they arrive
in their homes and start to unwind, I wind up and get to the office in about 45
minutes. I would usually be found at my workstation half an hour before the
start of my shift at 8 pm.
Lunchbreak was around midnight, and yes, we
really called it lunch. After almost 3 months, my stomach was used to it. But
for a while, it was confusing, especially because I usually don’t eat after
6pm.
Shift ended at five o’ clock in the morning
and woe is me if I got a long call minutes before shift actually ended. If and
when that happened, I just grinned and bore it and tried my darndest best not
to take it out on my client, who did not even have the faintest idea what time
it was in my part of the world, or where I actually was located.
The world was still bathed in neon lights
as I left the building. Sunrise was about to part the veil of darkness. The
world was still at rest and only the early birds flap their wings in the
morning wind. There is no queue on the MRT.
I would usually get home at around half past
six and then hit the sack after a quick shower … arrived in snoreland shortly
thereafter, wet hair notwithstanding (yikes, if my Grandmother were alive,
she’d be stark raving mad).
Gliding into a day-off is a sensation in
itself, and you would earnestly wish to catch up on lost sleep, until your eyes
automatically open at six, brain still half asleep, body clock taking over
automatically –- on your day-off.
People who work in the call center industry invariably move around a
lot, seeking better opportunities, comparing pay and benefits and subsequently,
moving on with such nonchalance … with a wider network, better pay, more
handsome benefits, and chances at promotion, among a host of other
considerations.
In the case of 5 members of my former team,
they incorporated and made a lateral move in the call center industry by going
into recruitment — almost cutting our team membership in half – which
invariably proved problematic, and they eventually split up again, going their
separate ways, unable to preserve the shreds of friendship.
There used to be 14 of us in Team Jake …
“M” was the first to leave, a bundle of joy gone haywire in the name of love …
followed shortly by “J” who had to leave purportedly because he could not live
with the stress of working nights, his health suffering in the process.
Team Jake was composed of people who
volunteered to work during Christmas and New Year, fresh out of training and
literally wet behind the ears. Some of us were already industry veterans, or at
least, experienced. Most of us were neophytes, called virgins, green apples in
an industry that pays a premium for experience.
Each one of us had a story to tell … almost
every single one of us a survivor, having gone through some harrowing
experiences. Each one was trying to make a better life for him/herself.
The stories we shared could be winning
pieces in Maala-ala Mo Kaya … the harsh realities of life and its tragedies: a
tragedy of fate, a tragedy of character, or in some cases, a tragedy of both
fate and character. Not quite a fair shake.
Five of us were gay. And that alone should
have shaken Jake, our Team Manager … but with fortitude, he handled us like wet
bars of soap … not too gingerly lest we fall, not too hard lest we slip out.
And then most of the women were acting like gay blades themselves, especially
one of the girls who has declared that she was brought up by a gay nanny!
The comic relief amidst the pressures of
work invariably resulted in peals of laughter. We coped in many different ways
… someone was consistently banging her mouse on the desk, another would, in
fits of rage, raise her keyboard and slam it down, another would slam his fist,
another an open palm. One would press the mute button and swear at the
customer, another would press the same button and deliver a hilarious one-liner
to insult the intelligence or lack thereof of the customer at the other end of
the line. There were foot stampers, there were those who clucked their tongues,
there were those who glared at the twin-monitors.
We were a crazy bunch.
There was this one day that I really had
this very strong urge to stay and laze in bed and catch up on lost sleep. I
should have followed my instinct. Darn, the building elevators were out of
service and a co-worker and I had to take the stairs to our workplace — 25
floors up in the sky — cursing all the way up!
Not surprisingly, there were only a handful
of us who were ready to go to work. And those of us who were there shared a
common feeling and developed a sort of special bond. Survivors. And true
professionals, said a Work Force rep. But of course.
If Jake, our Team Manager, weren’t a good
chap, I would have taken a hike, damn the desire to maintain a perfect
attendance and earn another balloon at the end of the month.
I figured out that it was the price we had
to pay for having a wonderful view of Eastwood and the nearby communities. That
was the price we had to pay for the sheer enjoyment and thrill of looking at
Antipolo, cock-sure that there were people out there who were viewing Metro
Manila from that not-too-distant balcony embracing a ravine.
Over half an hour since the final ascent, I
was still trying to catch my breath. Darn you Jake, had you been a jerk, I
would really have loved to stay in bed … alone but not necessarily lonely.
And then we literally got glued.
I arrived at work earlier than usual on
Monday, March 6, 2006 and was welcomed by the nauseating smell of rugby (not
the game but an adhesive which happens to be the drug of choice of street
urchins). It was being plastered as an adhesive on sheets of plywood which were
to be sandwiched together as a double-walling material to set off a portion of
the production floor near the pantry.
I thought to myself: why should they do
this at this time when they could have done it in the mid-afternoon when the
place was practically deserted? Oh but then again, that was their pie and my
fingers were busy with different batches, not necessarily my own.
When our shift began, I was already having
a headache but I thought I would feel better then because our work stations
were on the other end of the hall, far and away from the construction area.
Half an hour later, my pre-shift meal was
trying to find an escape route other than my rear end. I willed my tummy to be
still. Mind over matter was a whole lot better than creating a scene, barfing
in the midst of people who would naturally be offended by the sight of someone
puking into a wastebasket. I knew that if I stood to go to the loo, I would not
make it. I was really that woozy.
I felt like my brain was contracting to the rhythm of my pulse while my
vision began to make crazy patterns on my twin monitors. I felt cold-clammy and
my stomach was now heaving like crazy, the battle of the wills being at its
wit’s ends. I did not know I was already on a high (in the local parlance,
bangag!) but was too ashamed to admit it to myself and subsequently ask for
help. Neither did I know that by then I was not alone. A lot of my co-workers
were already emptying their guts on trashcans and at least one did so on the
keyboard itself. Surprisingly, I was, statistically, already victim number 9.
Time to mambo.
We were asked to go to the reception area,
where the clinic was. But the doctor was not due to come in until ten o’ clock.
And so we were herded downstairs, in the lounge near MiniStop. The elevator
felt like a roller coaster ride, all vertical plunge.
After over an hour, the doctor arrived and
we were herded back upstairs. My stomach was still playing the role of a
control freak with its contents and I could barely keep my eyes open because of
a throbbing headache. My eyes were bloodshot and I could barely keep them open.
When my turn came, the doctor, in no
uncertain terms, told me that my symptoms resembled that of an MI, a heart attack!
Wow, imagine being told that out of a simple exposure to rugby. I toldl the
Doctor that I used to have sinus bradycardia with arrythmia about a decade ago.
But I have since been okay. And now …
Management decided to have Josh and myself
taken to Medical City for further tests (this, in itself, deserves a
stand-alone feature story), with a guard named George, and Gene, a gentleman
from HR. Although we did not have medical insurance coverage just yet, Boss
Martin went out of his way to make the necessary arrangements, with Cris, an
amiable lady from HR, coordinating on our behalf.
The doctor, a handsome fellow from Bacolod,
ordered ABGs (arterial blood gas), a painful blood extraction process from
which there was no escape. We also had x-rays taken (mine had to be repeated …
a double whammy). But what really got my goat was when we were led to a rest
area for the blood extraction and the nurse introduced us as “sila yung nag
rugby” (the ones who inhaled rugby) as if we did it on purpose! I gave them a piece
of my mind and they began walking on eggs.
We were cleared at around half past four o’ clock in the morning … we
were there for almost five hours. We were no longer “bangag” but boy were we
cranky, hungry and exhausted.
I will be remiss in my role as a writer if
I were to fail to include a comment from someone who added insult to injury.
While we were reeling from the effects of the rugby, this woman said: “it is no
longer as bad as it was earlier” … “it shouldn’t really make one sick, it is
just a smell”.
Oh well, even with drugs, there is this
thing called “cultural differences”.
Postscript:
I left Sitel almost four years ago to work
in Sampaguita Gardens, a boutique resort in Aklan, my home province. But thanks
to Friendster and later, Facebook, I have been in touch with some of my former
colleagues. A couple of them were even able to visit me and stayed at the
resort.
POST POSTSCRIPT:
As of July 1, 2011, am back in the BPO industry!