BASIC CALL CENTER

SURVIVAL KIT

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 Table of Contents

Introduction 3-4
Seven Questions to Consider When Applying for a Call Center Job 5-10
Call Center Interview Questions and Application Process 11-17
Practical Tips to Win Your Call Center Interview 18-23
Seven Ways to Improve Your English Communication Skills 24-29
What to Expect During Call Center Training 30-34
Call Center Jargons 35-45
Basic Call Center Dress Code Guide 46-47
Basic Pre-Employment Requirements 48-56
List of Call Centers in Cebu 57-62
Cebu Emergency Hotlines and Important Contact Numbers 63-65
Cebu Transportation Basics 66-69
Cebu Jeepney Routes 70-72
Other Cebu Public Vehicle Routes 73
Final Thoughts 74

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 CHAPTER 1
Hi there, Ninja!

Thank you so much for downloading Call Center Ninja’s Basic Call Center Survival Kit. I know how
overwhelming it can be to start a call center job, especially if you are new to a place and only
have a little idea of what to do. I created and put together this ninja guide in the hopes of taking
away at least a little bit of your worry about the call center world.

But don’t fret! Since you’re here, consider me your survival bestie or your accountability partner
from now on. We’ll navigate your call center journey together. I don’t want to be overpromising
though, so what I can say is that it’s not going to be easy when you are starting but with practice
and the right mindset, it gets better each time. You never know – this job might just pave the way
to your biggest dream in life. Yes, it’s possible!

Okay, before you even ask why I have this guide for you or if I’m even credible enough to create
this guide – allow me to introduce myself a little bit. I’m Rea Alducente – the creator of Call
Center Ninja. It’s a website dedicated to call center agents or representatives wherein I share real
stories, and tips to enjoy and survive the call center lifestyle through my blog posts and YouTube
videos.

I started as a call center agent in a customer service account or program, became a peer coach or
a subject matter expert in less than a year, and eventually became a lead trainer in the same
company and account. It’s a long story, but life-changing in a good way. I spent 7 years of my life
working in a call center – for the most part as a trainer but still taking calls and being evaluated
by QA even though I was already handling training classes.

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I’m currently a home-based web content creator / freelance blogger and video creator /
customer service specialist, and when I’m not working, I’m either reading books, traveling, or
spending time with my family and friends. You can pretty much say that I still live a call center
kind of lifestyle although I’m no longer taking calls, I don’t have stats, and best, I don’t commute
to work anymore! But that’s a story for another day.

What’s important now is that this guide hopes to help you begin your call center journey in Cebu
a little bit easier. If you’re not working in Cebu, it’s okay because a lot of the things I share here
are applicable regardless of your location; except for the local addresses and offices. I didn’t have
this guide when I started, but I truly wish I did. I know this is a long read but I purposely made it
as detailed as much as I can so that you get as much value as you can as well. Just check out the
Table of Contents to make it easier for you to scan this guide.

If you want to share this with anyone, please have them download this guide from my download
link - bit.ly/CCN-survival-kit-free-download. Feel free to print or save this on your phone, but
please do not distribute this guide without permission from me. Just have them download
from the link instead.

Everything I wrote here is totally based on my call center experience, and my only wish is that you
can take away valuable lessons from this guide.

You can reach me via the following channels:

Email: hello@callcenterninja.com
Facebook: http://www.facebook.com/callcenterninja
Twitter: http://www.twitter.com/reagenes
Instagram: http://www.instagram.com/reagenes
YouTube: http://youtube.com/callcenterninja
Website: https://callcenterninja.com

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 CHAPTER 2
Seven Questions to Consider When Applying for a Call Center Job

Have you recently considered applying for a call center job? Or have pondered whether it’s the
right job for you or not? Years ago, I was also in a similar situation as yours. Funny enough, my
decision was made in just a couple of minutes after calling my mother during my job offer or
contract signing. I was 20 years old back then and was still waiting for college graduation yet I
was hungry for a job that would make me feel like Little Miss Independent.

When the call center I applied for called me a few weeks after I was told I was hired, I didn’t
quite hear what the HR personnel said. It was too fast. The only thing that registered to me was
that I needed to come to their office the next day. So I did, and when I arrived, I was presented
with a job contract and so many forms.

Although I was already aware that I was hired, I got nervous about the idea of signing a job
contract especially when I knew that I’d be relocated to Cebu. Back in 2009, there weren’t many
call centers yet and I didn’t know a lot of people who worked in one so my decision-making
process was not really affected by too many factors.

This time, you already have so many resources and I’m adding this one too! So if you are
planning to apply for a call center job, I highly suggest you think about it carefully and involve
the people in your life who matter. There are so many factors to consider and questions to ask.
Here I outlined seven of them.

1. “Is this really what I want to do?”

When I applied for a call center job years ago, I wasn’t sure what the job entailed but I was up
for the challenge. As I shared earlier, I wanted to have a job right away… and not only that, I

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wanted an entry-level job that paid well. I didn’t want the job so badly enough though that I’d
do everything to get it but I was okay with it as a starter. So it’s safe to say that yes, I did want to
pursue working in a call center.

I know it may sound ideal but it’s very important to think about what you want for yourself. If
you know that you want to do something, or are at least okay with working in a call center, then
there’s one less thing to think about. Apparently, it’s easier to go to work if you like and love
what you are doing.

Now you may say:

“This is not what I want to do but I need to do it because I need

to help with my family’s finances or I really need to earn

money.”

Well my friend, that’s what we call the act of sacrifice – it’s when you are willing to give up
something important to you in order to help other people like your family. And this brings you
to the next question to ask yourself.

2. “Am I willing to sacrifice?”

As with any other job, there are some sacrifices. But with a call center job, you have to
understand that most likely, you will not be working regular office hours. I mean the usual 8-5
office job. Because of the business process outsourcing (BPO) nature of call centers, your clients
will largely be at the other side of the world such as the United States and Canada.

What does this mean to you?

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You will work at night and on shifting schedules. Your company or account (client) will
determine what time you will work. Most of the time, you cannot choose because there are
certain time slots when calls are usually received, and those slots need to be filled. When you’re
a regular employee, there’s a good chance you can choose or swap your schedule but when
you’re still a trainee, you gotta be flexible. But you do get night differential and hazard pay
depending on your schedule at night. In simple terms, it’s extra money!

Holidays? What holidays? Yup, expect to work during Christmas Eve, Christmas Day, New Year’s
Eve, and New Year’s Day. And nope, you can’t go on a date night on Valentine’s if your work
schedule is at night.

The good thing about this is that you get double-pay if the work day falls on a national holiday
and 30% on top of your basic pay if it’s a special non-working holiday.

3. “Am I ready?”
Well, I always say that “people can never be truly prepared for everything or anything” but it’s
always best to think of what could go wrong. I first heard about Murphy’s Law back in my Crisis
Communication class and even though I’m a positive-thinker, I always consider my dear old
friend Edward Murphy. There are many variations of the statement.

“If something can go wrong, it will. Or “anything that can go

wrong will go wrong.”

Be prepared for physical, mental, and emotional adjustments in your lifestyle. Your sleep and eat
schedule will change, and you will probably be more tired if you are not a day sleeper. You need
funds to finance your requirements, transportation, and daily allowance while you’re waiting for
your first pay.

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Also, you will undergo a training period. It’s like going to back to school but this time, it’s your
job that’s at stake. This also means that you will probably have less or no time to hang out with
your barkada because you need to sleep during the day so that you can function well the entire
night.

It’s not to say that you can’t hang out with your family and friends anymore, but you have to
understand that sometimes your social life will take a backseat while you are adjusting to your
lifestyle.

Another thing: If you are still a student, are you willing to sacrifice your studies for work? If you
plan to study while working, will your schedule allow you?

4. “What about my family?”

You are important, but your family is also a crucial part of your decision-making process. Even
though the decision will ultimately be yours, there will also be times when you need to
compromise. Will your current family situation allow you to work in a call center? By this I mean
to ask, is it practical for you to work at night? If you have young kids, will there be people who
can take care of them while you’re away at night?

Those things are very important. It’s difficult to work when you are always worried about the
current situation of your family. You likely won’t be able to concentrate and will do more harm
than good.

In my case, I was confused whether I’d sign the job contract or not, so I told the HR personnel
that I needed to call my mother first. I spoke to my mother over the phone and told her that I
was already in the middle of a job contract signing. I asked her if I should accept it or not, and
without a doubt, she said yes. That was actually what I needed even though I wasn’t too sure of

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myself. Knowing that my family would be fine even if I work away from home was a good
enough assurance that I could perform my job well.

5. “How’s my health?”
Working in a call center means you have to be physically and mentally fit. Although you are
required to undergo a medical checkup before you start the job, it’s essential that you know
your health limits. Remember that you will work on shifting schedules and at night. You need
stability and endurance to last without sleeping on duty (hint: sleeping on duty is a major
offense).

In most cases, that’s full 8 to 9 hours of work not including the time you prep for work and
commute or drive. In reality, most of us do not bother checking with a doctor. I guess that’s just
how Filipinos are wired. If we don’t feel anything bad, we never go to the doctor. Even if we do
and we can still tolerate the pain, we just dismiss the feeling.

If you have a history of an illness that you think will prohibit you from working in a call center
situation, it’s best to take that into account. Your health is your investment so it’s best to consult
the experts.

6. “Am I willing to commit?”

That day in 2009 when I finally signed my job contract, I found out that there was a training
bond. Because I was a relocator from Davao (where I went for college), the company would pay
for my airfare, 3 days and 2 nights accommodation at Golden Peak Hotel, plus Php 20,000
relocation allowance.

The first half would be paid via check once I’d arrive, while the other half would be via payroll. I
was good to go.

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In return, I was asked to stay with the company for at least 5 months. I thought about it and it
felt like five months would stretch forever. I was used to being away from home but then
GenSan (my hometown) was just 3 hours away from Davao so it wasn’t that big a deal back in
college. Cebu is a lot farther, although just an hour or so by plane.

The HR personnel, as if reading my mind, said “5 months is just very fast” and he was right
because I never noticed how time passed. Before I knew it, 5 months became 5 years + 2 more.

7. “How will I survive?”

When I became a trainer, I’ve met so many people from different walks of life, and that was
when I’ve learned so much. I’ve learned a great deal about different personalities, lifestyles,
backgrounds, and most importantly, I’ve learned so much about myself. You never really know
how people struggle unless you talk with them.

You ask yourself: How will I survive? Or will I even get accepted? Sometimes there’s just no
answer to a question. Sometimes, you just go for it, work hard, and hope for the best. There’s a
reason these 7 questions I posed are called “questions”. You probably won’t know the answers
to some of them until you’re already in the battle field that is the call center. But over the next
few weeks and months, I’m going to answer these questions based on my experiences.

So for you, the key is your willingness to keep going and looking at the bright side of things.
You’ll realize that everything’s gonna be okay. ♥

---
Watch this topic on YouTube: http://bit.ly/CCN-callcenterjob-video

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 CHAPTER 3
Call Center Interview Questions and Application Process

The basic call center interview questions and application process are pretty much the same or
similar across the board. Some call center companies employ different strategies depending on
the employees or agents they need. If it’s just your first time to be interviewed for a call center
job (or for any other job for that matter), interview jitters are very normal.

I’ve gone through quite a few interviews myself – both as an interviewee and an interviewer.
When I get interviewed, I still get nervous each time. But once the interview starts, I’d usually
begin to relax and keep going. Most importantly, I always go back to the reasons I’m applying
for a job which are to get hired by a good company and start earning money.

This article outlines the basic call center interview questions and application process based on
my experiences and what I’ve known from colleagues, friends, and other people. Keep in mind
that the order of what happens during the application varies from one company to another, but
the basics are always going to be the same.

Good to know: A lot of companies already employ phone interviews because it’s more
convenient and faster. This also depends on their company procedures and guidelines. In some
cases, you may experience straight phone interviews, all face to face interviews, or a
combination of phone and face to face. Also, this doesn’t mean that you will go through all the
application stages listed here. It all depends on the company.

1. Initial Phone Interview

Usually, this happens when you apply online, submit your resume during job fairs, or when an
employee refers you to his or her company. There are two things that can happen here.

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a) Recruitment
This is probably the easiest, but I found that most applicants still get nervous when getting a call
from a company. I’ve experienced doing recruitment calls for about one week when I didn’t have
training classes to handle. The interviewer will just ask you if you are still interested in applying
and if you say yes, he or she will ask super basic questions about yourself. Nothing that you
can’t answer, really.

Examples:
• Your complete name (for verification)
• Birthday (to determine your age)
• High school or college graduate (no need to worry because a lot of companies accept
undergrads as long as you are not a minor and you’ve got skills)
• Work experience/s if you have any

After this simple interview and if you are initially qualified, the interviewer will then set up an
appointment schedule for an examination or your next interviews. Again, these could be over
the phone or face to face.

b) HR Interview
Some companies will proceed directly with the formal initial interview right after verifying your
personal information such as the examples above. The HR interviewer will ask you if you have
time to answer some questions, you know just in case you are inside the jeep battling the usual
Cebu traffic. You can always politely request for a call back if you are in an uncomfortable
situation. Because who wants to be interviewed like that?

During this interview, it’s possible that a communication coach or specialist will listen or sit in to
assess your verbal communication skills such as grammar, pronunciation, and interaction. He or
she will not interrupt your interview so do your best to focus on the interview.
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Note: If you are a walk-in applicant, you may have to wait for the next application phase
especially if there are a lot of other applicants. Some companies have one-day hiring process
while others may ask you to come back for another exam or interview.

Here are the usual questions in no particular order.

Tell me about yourself. (No need to repeat what’s on your resume, explain your behavior
towards work.)
What are your short-term and long-term goals?
What is customer satisfaction for you?
Why do you want to work for our company?
Why should we hire you?
Why do you want to work in a call center?
What are your strengths/weaknesses?
How do you handle stress and work pressure?
Are you willing to work night shifts?
Where/how do you see yourself five years from now?
How do you handle an irate or angry customer?
In your resume, you wrote that you’ve worked for (name of company), can you please tell me
more about your tasks?

2. Aptitude Test
An aptitude test is a type of assessment designed to determine your abilities in performing
industry-related tasks. Most likely a cognitive aptitude test will be used to assess your problem-
solving ability, critical thinking, learning ability, and attention to details. This can be done either
online or pen and paper.

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3. Personality Test
This is like a self-assessment or a personality job fit kind of test. It’s used to measure your
behavioral traits and tendencies to see if you are fit for the culture of the company. Just answer
the questions as honestly as you can.

There are also personality tests specific for customer service, technical support, or sales. So
depending on the company, you may be asked to answer different tests to see where you fit
best (especially if you don’t have work experiences).

4. Skills Test
A skills test is obviously to test basic skills you need to perform your tasks.
a) Basic Skills
Grammar, vocabulary, numerical, comprehension, and/or communication skills – these can
measure your trainability, learning ability, and attention to details

b) Computer Literacy & Internet Knowledge

• Using internet browsers, applications, word processing programs like Microsoft Word,
Excel, or Powerpoint proficiency tests
• Typing test or data entry test – to measure speed and accuracy

c) Listening test
Listening is very important especially if you are working for a voice account (meaning you’re
actually taking calls). You will encounter several telephone line and connection issues that will
test your patience and ability to listen for keywords, as well as rephrase a statement or a
question to understand exactly what the customer needs.

Based on my experience, you will be asked to listen to a call recording, then you’ll need to
answer questions about the call. Don’t forget to request for an extra paper.
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5. Role Play or Phone Simulation
A lot of companies employ role play or phone simulation to assess your call handling skills. Most
likely, you will undergo an account-specific role play or phone sim. In my case, my phone sim
was about travel, so I supposed I’d be profiled for a travel account, but during the job offer, I
was told that I was profiled for a financial/banking account.

You never really know especially for companies with several accounts or clients. You can be
transferred from one account to another if the need arises. On my end, I stayed with the banking
account all my life even though I don’t exactly love numbers. I just grew with it and eventually
liked it. I did remember being asked if I want to be in customer service or sales, and I chose
customer service without a doubt because I’m never good with sales.

Since apparently you aren’t trained yet during the interview, the person who does the phone sim
will likely focus on how you answer and your common sense. In most instances, you will be
given a guide to study for a few minutes and the phone sim will revolve around that guide, so
that’s where you will base your answers.

6. Final Interview
Whew! That was a long read but if you’ve come this far, that means you really are serious about
this so let’s get this going!

Final interview is the make or break scenario. If you pass this, then you’re good as hired. If not,
two things are possible. One, you will be reprofiled or be interviewed for another account. This
happens if your skills are not fit for the account you’re originally interviewed for. Example, you
are initially profiled for a financial account but after the interview/s, they decided you will work
best in a travel or telecom account.

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If the first one isn’t possible then the second is the “thank you, you may re-apply after 6 months”
part. But you want to get hired so keep reading! The final interview is possibly done by the
hiring manager, training manager, operations manager, or any head of the account or program.
Some of the questions from your initial interview will likely be asked again. Actually, the
questions from initial and final may overlap.

The possibilities are endless though, because this time the questions will be more tailored to
your work experiences (if you have any) and to the values of the account. You can expect
situational or behavioral questions here. You will be assessed based on call center related
competencies. It’s crucial that you answer with specific examples of when you have shown a
certain competency.

To answer these questions: (Situation-Task-Action-Results or STAR format)

a) Describe the situation or task
b) Describe the action or steps you took to complete the task
c) Share the results of your actions (like what happened, what have you achieved)

Example questions:
“Tell me about a time when you were able to help out a team member.”
“Describe a situation when you felt a team member was not contributing enough. What steps
did you take?”
“Describe a situation when you had to deal with demands from an unreasonable customer.”
“Tell me about a time when you went the extra mile for a customer.”
“Describe a situation when you had to calm down a very angry customer.”
“Describe a complex problem you recently had to sort out for a customer.”
“Tell me about a stressful interaction you had with a team member/supervisor, how did you
handle it?”

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This is how I’d answer the first question:

“Tell me about a time when you were able to help out a team
member.”

“I had a teammate who was having a hard time hitting her AHT (average call handling time) and
she was upset because it seemed that she couldn’t do it anymore. Since I was hitting the target
for that metric, I offered to help her with phone simulations during our breaks and after shift so
she could practice effective ways to answer a customer efficiently. I also shared with her my best
practices. With our daily practice, her AHT decreased day by day until she got more comfortable
with her scripting.”

If you don’t have call center experience, use an example from when you were still in school.
That’s what I did! The example I shared was when I had to create a special project with my
classmates in college for our Crisis Communication class. Or if you came from a different
industry, say you worked at Jollibee, you can use an experience with your workmates as an
example, and make it work-related.

So as you see, I just followed the three-step structure I outlined above. Follow the structure in
every behavioral or situational question and you’ll never go wrong. Of course, you have to share
the positive results, and if the results are negative, explain it in such a way that you were able to
turn the negative into a positive learning experience.

It’s important that you practice answering the questions at home. Practice with a partner if
possible so that you’ll get used to it. Good luck and I wish you all the best!
---
Watch this topic on YouTube:
http://bit.ly/CCN-interview-video-part-1
http://bit.ly/CCN-interview-video-part-2
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 CHAPTER 4
Practical Tips to Win Your Call Center Interview

As with any other job, the interview is probably the most-awaited yet also the most dreaded
part. Some people don’t have problems with being interviewed while some just freak out
completely. If you are worried about your call center interview, then let’s take that load off your
shoulder. Well, even if you’re not worried at all, for sure you want to do your best and snag that
chance to make a good first impression and get hired.

For me, the key is always preparation. You can never tell what happens exactly during the
interview but it’s best to come equipped as much as you can. Case in point: Miss Universe or any
other beauty pageants. The contestants aren’t just there because they’re picked 5 minutes
before the competition. They had months or even years to prepare!

Unless you’re competing for a beauty pageant, at least you don’t need to speak in front of a
massive audience so keep that in mind – plus no online bashing at all, and a week or two of
preparation will do. Just use your time wisely.

Nail your call center interview with these tips. These are my personal experiences and not just
something I took from the internet.

Before the interview

1. Research
Know the company you’re applying for. What are the products and services they offer? What are
the goals, mission, and vision? You don’t have to memorize those by the way. What’s important
is that you know the basics about the company and how they operate. Also, make sure that you
have credible sources. No to fake news!
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The internet is vast and you can always do a Google search but make sure you triple fact-check.
If you have a network of trusted friends working in the same company, they can be a good
source of information too. If you are a first-timer, it’s also best to know how call centers operate
so that you have an idea what you are getting into.

2. Prepare your resume ahead of time.

Sure you have a resume template, or you’ve made one long ago. But don’t just grab and print it
on the day of your interview. Spend some time checking it to see if you’ve got everything
covered. Most call centers are not particular with the format so just make sure you’ve included
the basics such as personal information, updated contact details, work experiences, info about
your education, skills, and character references.

3. Prepare your outfit.

Yup! If your interview is over the phone, then of course this doesn’t apply. Some people tend to
not care about what they wear because the call center culture usually has a chill dress code (not
all). This isn’t an excuse though. This is your first and probably only chance to make an
impression and a proper outfit is certainly necessary to establish yourself.

Just have something simple and appropriate. Don’t overdo your makeup. Keep it natural. When
it comes to dressing up, my gauge is always comfort. If I can breathe, move, talk, and walk in it,
then it’s good to go. I’d never go if I feel like something’s loose or too tight.

Also for ladies, you’re not required to wear heels or stilettos if that’s something you’re not
comfortable wearing. Flats are okay but never slippers. You’ll probably be given a chance if you
wear sneakers, but I suggest you don’t. Just be on the safe side always. 😉

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4. Practice answering questions.
Going back to the Miss Universe case in point, you will do better if you’ve had some practice.
Even Pia Wurtzbach admitted she had a notebook with a list of pageant questions. In your case,
basic and common call center interview questions. Having a list and practicing beforehand is so
much better than being clueless!

5. Know the venue or location of your interview.

For all the apparent reasons, you don’t want to get lost and panic when it’s just five minutes
before your interview and you’re still looking for the venue. Research the directions. You’ll feel
more confident if you know where you are going because you don’t need to rush, plus you’ll
have enough time to take a bath and eat a decent meal.

6. Sleep well the day before your interview.

This is perhaps one of the best things I usually do. More and more people think that sleep is a
luxury, but it’s actually a necessity. Good quality sleep is what will essentially prepare your mind
and body for your interview. If you’ve prepared everything beforehand, sleeping early shouldn’t
be a problem (given you don’t have sleep issues).

During interview day!

Assuming you’ve slept well and know the venue or location of your interview, everything should
be starting well during your big day. Claim it!

1. Be early.
Need I say more? Seriously, I don’t think we should remind people to be early. 😉 Sadly, this
Filipino time culture has been ongoing for God-knows-how long. But still, I’d say it again – just

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be early. Consider the distance, traffic, and some leeway in case you stepped on a rotten tomato
or worse, a piece of sh*t on your way (God forbid).

2. Be polite.
Be polite when answering questions. It goes a long way. Don’t be condescending and sarcastic.

3. Breathe.
Are you nervous? That’s good. For me, it means that you really care about the job enough to be
a little anxious about the interview. If you aren’t nervous, that doesn’t mean you don’t care.
Perhaps you have everything under control, so use it to your advantage.

Most interviewers are friendly and accommodating. They wouldn’t want to scare you away. If
they do act a little off or like a heckler, I’d say they could just be playing the part to see how
you’d handle uncomfortable situations or scenarios. Just try to relax and maintain your
composure.

Mind your body language and keep your voice loud enough and firm but not stiff. Your voice
can reveal a lot. If you start off strong then your voice trails off or becomes quieter, it may
suggest that you aren’t sure of your answers.

4. Focus on the question at hand.

It’s easy to get distracted by peripheral thoughts and external factors. Do your best to listen to
the question first before thinking of an answer. You’ll get distracted when you are already
thinking of an answer even when the question isn’t done yet.

Take the interview one question at a time. It’s okay to spend a few quick seconds to think
instead of blurting out an answer right off the bat. But be mindful. You don’t want to spend five
minutes just thinking of an answer.
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5. Maintain eye contact and smile.
Eye contact shows you are listening and that you are sincere. Smiling can make you more
beautiful or good-looking! I’m not saying that call centers are hiring the ones with the most
beautiful smile ayt. Just saying that a gentle and genuine smile shows that you are personable,
relatable, and that you are not a pain to work with.

After interview
1. Don’t just leave.
Thank the interviewer and ask relevant questions if you have any.

2. Give yourself a pat on the back.

You did it! Now, don’t stress yourself anymore at this point. Overthinking can hurt you and it’s
not like it’s gonna change anything about the interview. Move on graciously, and hope for the
best. ♡

If you are a walk-in applicant, bring some snacks or refreshment because you never know how
long you’ll be waiting for the next phase of your application. Some companies have a one-day
hiring process but you may have to wait if there are a lot of applicants. Some companies will
schedule your interview the next day or another day.

For phone interview

1. Set an alarm for your schedule.
It’s a phone interview so there’s likely a chance you’ll forget it. Set your alarm an hour or 30
minutes before schedule so that you have time to prepare. This doesn’t mean you wake up an
hour before interview. Wake up even earlier than that, sheesh! Ahhh you know what I mean.

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2. Prepare your “interview room”.
Since you won’t be in a physical office, set a quiet and well-ventilated space where you are
comfortable taking the interview over the phone.
Inform the people in your house (including your dogs) that you have an interview so they won’t
come knocking or screaming (or barking) while you’re trying to answer.

3. Check your phone for issues.

Of course, you want to make sure it’s fully charged and the volume is good. You can have a test
call with someone just to be sure. This way you can also check how you sound over the phone.
Fix any issues ahead of time. Also, check if your headset and mic are working if you plan on
using them.

4. Speak clearly.
With over the phone interview, speak as clearly as you can, and enunciate the words properly.
It’s an extra effort to communicate via phone because of the barrier. But if you are to work as a
call center agent in a voice account, you better get used to speaking with people over the phone
as early as possible.

So there you have it! Good luck and go get that job!

**
Watch this topic on YouTube: https://youtu.be/oq2B1pTz5QQ

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 CHAPTER 5
7 Ways to Improve Your English Communication Skills

When you’re working in a call center, whether in a voice or non-voice account, part of your
training will likely be to improve your English communication skills. This is mostly applicable to
accounts with clients overseas. One of the reasons the BPO offshore outsourcing industry has
grown so much in the Philippines is that foreign clients acknowledge that Filipinos are good
English speakers.

Although English is not our native language, it has become our second language and as you
know, it has been used as a medium of instruction in most schools and universities. When
applying for a call center job, the ability to speak proper English is a plus because it will be
easier for you to communicate with your foreign clients or customers over the phone.

If you feel like you are struggling with your English skills, don’t fret. Any skill can be learned, but
you have to acknowledge that you need to learn and it’s not gonna happen overnight. As you
go through this article, you have to remember that:

“Communication is a two-way street.”

You’re not just talking to yourself. You are imparting or sending information to a receiver, and in
return, that receiver will respond to your message. Also, communication is not just verbal. This
also involves non-verbal communication such as your body language or mannerisms. It’s not
only done face-to-face.

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In fact, in your case, communication happens over the phone which makes things a little more
challenging. In some accounts, communication involves sending emails and responding to them,
or assisting customers via chat support. It’s a very broad term!

In this article, I’m going to share some practical ways to improve your English communication
skills. These were what I’ve always shared with my trainees, and some of what I’ve practiced to
improve my communication skills.

1. Think English, write English, speak English.

It’s a common practice for Filipinos to translate the native languages to English. Have you ever
watched movies that have English subtitles? When the movie is a Bisaya movie for example, and
you’re reading the English subtitles, sometimes the message gets lost in translation. Although
the translation is literally correct, there are just statements or expressions that don’t sound right
when translated to English.

In movies though, the translations and subtitles are necessary. But in a call center setting, I’d
always recommend to start thinking in English before speaking in English. When you’re thinking
in your native language and then translate it to English afterwards, it may not sound right
anymore when you verbally communicate it.

If you’re like me who always find writing an effective therapy, then start writing in English. This
way, your mind will get used to thinking in English. Just to be clear, this is not to discount our
native languages. I respect each language greatly, but since we are talking about the call center
setting that largely depends on English communication, then it’s just appropriate that English is
discussed.

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2. Read English books.
Okay, if you start to think, write, and speak English – then why not start reading English books
too. If you’re not into books, you can start reading English magazines, or whatever type of
reading materials you like. You don’t even have to buy new ones. Just have fun reading
whatever’s available in your house or in the office.

I love reading so much, and I think it’s one of the real reasons that I’ve become more confident
with my written and spoken English communication skills. When you read a lot, your brain
becomes accustomed to the English language. Another great thing is that you enhance and
improve your English vocabulary and choice of words.

While reading, I also take time to quickly Google a difficult word for its meaning or
pronunciation. If it’s just leisure reading, sometimes we just take the meaning from its context,
right? But if you’re on your way to improve your communication skills, have a handy dictionary
beside you.

Do you notice when sometimes you run out of words to say? Sometimes it’s because you don’t
have enough English words in your arsenal. Now go stock up so that you’re fully-equipped when
it’s time for battle!

3. Watch English movies (or TV shows).

What a fun way to improve English, ayt?! Yup, go on a movie marathon and watch English
movies. With English movies, you get to visually observe conversations done in English. When
you do that often, it becomes rooted in you. English becomes second nature and you will realize
that you are already using the phrases and sentences you’ve observed from the movies.

Remember that when speaking with customers over the phone, you never use Old English like
“Thy will be done Sir. Where art thou so I can deliver your order?” You will be conversational

26
while still using appropriate customer-centric words and statements. Watching English movies
will help you converse in a more natural manner.

You also get to learn idiomatic expressions that only Americans (or British) use. You learn to
understand slang terms or colloquial language too. This is more casual and conversational and
will likely be used by your customers such as “Whatchagonna do?” or “Ayt, imma call ya later
honey.” But this is not to suggest that you also use these colloquial terms. You have to abide by
what’s taught to you during training, or ask if you are allowed to use such terms.

4. Look for an accountability or practice partner.

The best way to learn is through application. If you can, find an accountability or practice
partner. Your partner should be willing to work with you to improve your communication skills.
You can practice conversing in English for an hour everyday. You can also do mock calls with
your partner. Mock calls are a great way to apply what you have learned from training.

This is also one good way for you to practice listening. As I’ve mentioned earlier, communication
is a two-way street. You don’t just talk. You should also listen. By having a practice partner, you
learn to ask relevant questions to show that you’re listening. You also learn to paraphrase
statements to better understand the person you’re speaking with.

You can also return the favor to your partner if he or she wants to practice or improve too. It’s a
win-win situation!

Back in my training classes, everyone is required to speak English in the classroom so that
trainees can practice. I think most call centers do that. I’d personally asked my trainees to speak
English even when they’re just talking with their seatmates. That way they’d be more
comfortable with the language.

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5. Record yourself while speaking.
I used to do this a lot during my training days. I’d record my opening spiel. I’d create possible
customer scenarios and I’d try to give possible resolutions – all while talking to myself and
hearing myself speak too. Back then, I lived alone and I was more comfortable practicing on my
own.

Recording your voice will let you adjust what you think isn’t right with the way you speak or
communicate. You can even observe if your breathing is okay, if your tone of voice is
appropriate, or if you talk too fast, and all other aspects of your voice. You can have your friend
or a family member listen to the recording so they can also give feedback.

This is also one way to be aware of yourself. You won’t know what to improve unless you’ve
heard it or have someone point it out to you.

6. Practice English tongue twisters!

If you aren’t keen on reading books out loud, then reading or reciting tongue twisters is a good
speech exercise! Don’t know where to find tongue twisters? One Google search is all you need
and you’ll get hundreds or even thousands of them. Go practice! 😀

7. Be open to feedback.
Again, communication is a broad term. It encompasses so many important aspects in our daily
life, and the tips I’ve shared here are only a small part of what you have to learn, but I assure
you, they do create results if you put them into action. As they say, start with the basics and
work your way from there.

With your daily practice, you will find that some people will correct you or will provide
unsolicited constructive feedback, accept them with a grateful heart as they come. You will learn

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a lot even from those you least expect to learn from. If you don’t like the way someone provides
feedback, then speak to him or her about it.

A lot of my pronunciation and grammar mistakes have been corrected because of constructive
feedback given to me, and I’m always thankful for them. As they say, nobody’s perfect! So what’s
important is you’re willing to correct yourself and learn from the process. Go on, practice, and
be patient with yourself.

***
Watch this topic on YouTube: https://youtu.be/76hnvUJCMIM

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 CHAPTER 6
What to Expect During Call Center Training

If this is your first time to work in a call center, you may or may not have any idea about what’s
going to happen during your call center training. When I started mine, I didn’t know what to
expect. I just have an assumption that obviously, we were going to be trained and taught how to
do the job. That’s it.

In this chapter, I’ll let you in on the things that usually happen during the call center training
period. Do take note that my experience might be slightly or very different from what you will
undergo because the guidelines and processes are different from one company to another. I
think though that the basics are pretty much the same.

Here are the different stages of your call center training period.

1. New Hire Orientation or NHO

During your NHO, the rules and policies of the company are discussed. The discussions may
vary but usually your NHO trainer will cover Code of Conduct, Compensation and Benefits,
Payroll System, Pre-Employment Requirements, Dress Code, Attendance, and some other
things you need to know as a new hire.

Depending on the company, the NHO can take just one day to complete. Some have two
days, or even one week.

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2. Communication Training
Communication Training has different names in different companies. This can be the
Foundation Training, Soft Skills Training, or Voice and Accent or V&A Training. This is where
you will learn about the basics of your account or program, how to communicate to your
customers as instructed or deemed by your client.

Most likely you will be discussing basic grammar and pronunciation, American culture, soft
skills like empathy, interaction, comprehension, and listening. You might also start practicing
your opening and closing spiels, as well as the usual scripts or verbiages that you will be
using once you start taking calls.

For some companies, communication training is the make or break point of your
employment. This means that you have to pass this training based on your account’s criteria.
If not, it’s either you will be endorsed to other accounts or you will not be allowed to
continue training.

3. Product-Specific or Client-Specifics Training (PST or CST)

This phase of your classroom training period is when it gets more real than ever. You will
discuss the products, services, processes, and the basic things you need to know to perform
your job.

Depending on the company or account, this can last up to 4 weeks. Evaluations may include
knowledge tests (written or online), phone simulations, mock calls, and recitations. Do good!
😉

4. Nesting or Transition
Once you pass your classroom training, you will already start taking calls. Most companies
call it Nesting or Transition phase because it is when you transition to taking calls full-time.
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During Nesting, you will most likely still have off-the-phone segments or times during the
day when you will not take calls because you need to discuss your calls, have a meeting with
your team lead or supervisor, or talk about updates.

In most cases, you will have SMEs or subject matter experts / coaches helping you out with
your calls plus your team lead who will oversee your entire team. Take advantage of this
period when you can ask a lot of questions, and learn from each call you get.

5. Production
Congrats, you’re almost there! If you survive and successfully pass the Nesting phase, then
you will be endorsed to Production. This means that you will be legit taking calls with less
off-the-phone times, and maybe less number of SMEs or coaches with you too.

Now you just need to do good or perform well, and keep making improvements so that
after six months of working, you’ll be regularized. Once you are a regular employee, you will
receive more benefits such as your Health and Medical Insurance, paid vacation and sick
leaves, and eligibility for more incentives or bonuses.

We’ve talked about the different stages of your training period. This time, let’s talk about
what you can expect from your call center training.

1. Expect that you will be sleepy from time to time.

Some companies or accounts conduct their trainings during day time, maybe due to
classroom or trainer availabilities. In that case, the first few weeks of your call center life
might still be “normal” if you are not used to working at night.

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Regardless of the schedule though, there might be times when you’ll feel sleepy because of
the classroom setting. If your training is scheduled at night and your body has not adjusted
to the night or graveyard shift yet, then it’s very possible that you’ll find yourself dozing off
in the middle of your classroom discussion.

Do your best to get enough sleep when you’re home, and follow a routinely sleeping pattern
even during your rest days so that your body learns to adjust over time.

2. Sometimes your pay gets delayed.

I know it shouldn’t happen, and it’s not good when it does. But be warned. Sometimes your
pay gets a little delayed because maybe your bank forms are not processed yet. In some
cases, the first pay is given through a check and there might be some delays with the
preparations.

It shouldn’t go on for long of course, but I’m telling you now that it’s normal in the
beginning. As soon as your bank forms and all your payroll details are good to go, you
should be receiving your pay on time.

Make sure you have extra funds to sustain yourself during the first few weeks, and avoid
spending on unnecessary items so that you have enough for yourself while waiting for your
pay.

3. Not everything will be discussed in classroom training.

A lot of trainees would usually say “ahh, it was not discussed in training”. Keep in mind that
you only have a few weeks of training, and it’s understandable that not everything will be
discussed. You will only talk about the basics, the most common scenarios, and the most
important stuff.

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You won’t even remember all of the things you discussed in training. So make an effort to
take notes (if papers are allowed), or use the notepad in your computer if possible. Most of
the learnings will happen once you are already taking calls, so take it one call at a time.

4. You don’t get to choose your team / teammates.

If you have an issue with being in a big team, or interacting with different people, then you
need to accept that you cannot choose your team or the people you will work with even
though you don’t get along well with everyone.

It’s better to set aside personal issues, but this doesn’t mean you can’t find friends. It’s just
that when things go out of hand, just focus on the professional relationship you have with
your workmates.

5. Enjoy!
Enjoy your training in a way that doesn’t affect your performance. You will get invites for
hang-outs, drinking sesh, outings, and other entertainment showcase! LOL. Go ahead and
join your team if going out is your cup of tea. But keep in mind that you have to regain your
focus come work time.

Don’t be too carried away with the enjoyment that you forget you actually have to work and
pass your training. 😉

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 CHAPTER 7
Call Center Jargons

I created this list of call center jargons that you might encounter when navigating the call center
world. These are the basic and common ones, but this list is by no means all-inclusive.

BPO: Business Process Outsourcing

It is when a company outsources some of its tasks or operations to another company to help
increase flexibility and costs efficiency. For example, Telecom X Company asks Call Center Z to
handle its customer service calls. This means that Telecom X is outsourcing that part of the
business to Call Center Z.

Call centers are just one of the common examples. If a business is outsourcing operations to
another country, it’s called offshore outsourcing, which is common here in the Philippines.

Call Center
A call center or contact center is a centralized office (can be big or small) that caters to receiving
or making huge volume of calls on behalf of a certain business. It also caters to non-voice
operations such as email support, and back office or those roles that are not directly related to
customer support (IT, admin works, accounting, etc).

ACD: Automatic Call Distributor

This is basically the telephone technology that distributes or routes the calls to the correct area –
either a team or a department within the call center. You will receive a call based on the level of

35
your training or what they call “skill”. You will most likely be assigned an ACD log-in or a string
of numbers you will use to log-in to your phone.

Skill
When they say skill in operations term, it’s not your communication or speaking skills. It’s really
the level of training you’ve received. It’s usually represented by a set of numbers. For example, if
you are trained to receive calls for technical support then that’s your skill. Example, a caller will
choose an option via the automated system if he/she wants help with technical stuff, and since
that’s your skill, the call will be routed to you or anyone in your team with the same skill.

Similarly, if you are trained to receive escalated calls or those concerns that require complex
resolutions, then a front liner will transfer a call to you when needed. Your skill is for escalations.

Dialer
Another telephone technology that automatically makes calls or dials numbers for agents.
Mainly used for outbound calls.

Account / Program
Big call centers have several clients. For example, Call Center WWW has 3 clients – Travel X,
Telecom Y, Bank Z. So depending on the hiring need and/or your skills, you can be profiled to
work for either Travel X or Bank Z. So when people ask you “what account are you in?”, you say
“Travel X” or whichever account you’re in.

IVR: Interactive Voice Response

The IVR system is commonly-used by call centers to properly route customer calls to the right
area or department. This is also referred to as the “automated system” or the voice recording
before you even get to a real person or agent on the phone. Say — Press 1 for Tech Support,
Press 2 for Loan Payments, Press 0 to speak with a telephone representative.
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ACW: After Call Work
This is the time you are allowed to do admin tasks or take notes of what transpired during your
call. As the term suggests, it happens after each call. Companies or accounts have set specific
acceptable duration for ACW. If your ACW should only be 1 minute, then you should follow that.
Some companies don’t even have ACW so you have to take a call as soon as it comes in.

Avail
This is the term used when your phone is set to Ready mode. This means that you are ready to
receive or take calls, or that a call may come in anytime. This is the same term used to mean
“there are no calls coming in yet” or “it’s not queuing” or there’s an idle time between calls.
Example, if your log-in time is 7PM, you will hear your supervisor say “avail guys!” (meaning it’s
time for you to take calls) or when you’re chatting with your seatmate, you say “wow himala,
avail lagi”.

Queuing
“Kyoowing!” (Or Queueing – both spellings accepted) This means that you’ll run out of breath
because you’re receiving calls one after the other. Busy days are usually queuing, but if you’re
lucky, you’ll be assigned to an account that’s always busy. That means it’s queuing all day
errday!

Inbound
This means that you are the one receiving calls from the customers. Most customer service and
tech support accounts are inbound.

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Outbound
This means that you are the one calling the customers. Most telemarketing and sales accounts
are outbound.

Auto-in: Automatic in
This means that the calls are coming in automatically so you don’t have to press a button to
answer (for inbound) or dial a number (for outbound). All you have to do is sit back, relax, and
expect for the best. 😉

Floor
It’s just the term used to mean the production floor or the place where you are going to take
calls. Say like, “when you’re already on the floor, you have to follow EOP always”.

Training
A duration of classroom training where you have to learn soft skills, communication skills, and
products/services, as well as processes. You have to pass this before you are endorsed to take
calls.

Nesting or Transition
Terms vary per company. This is the period of time after classroom training when you start
taking calls or you are transitioning into becoming full-fledged call center agents. You will have
more time for coaching at this stage.

Production or Operations (Ops)

This is it legit! You’re now a full-fledged agent you! Congrats and may the wings of your eyeliner
be always even!

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EOP
English Only Policy or could also be English Only Please (not the Jennelyn-Derek movie); also
not English Only Palihog. Quite simply, it means you should speak English at all times in EOP
zones as directed by the client.

Metrics
These are quantifiable measures of the business that are put in place to make sure business
processes are properly assessed, tracked, monitored, and aligned with the business goals.
Depending on where you work, your metrics may vary but the basics are usually AHT, CSAT, QA,
and SA.

AHT: Average Handling (Handle) Time

This is one of the common metrics in a call center. It’s the average time an agent can complete
the calls which is calculated like this: Total Talk Time + Hold Time + Wrap Time divided by the
number of calls you took or made. The smaller the AHT number, the better. The more calls you
take or receive, the higher the chance of getting a smaller AHT.

CSAT: Customer Satisfaction

This can have many names in different companies or accounts. But it generally refers to
Customer Satisfaction Survey or CSAT survey. After your call, your customer has a chance to rate
the service you provided. It could be through the automated system or through an email or text
message sent to them. This is one of the most important metrics especially in customer service
accounts.

DSAT: Dissatisfaction
When you fail a CSAT survey, it’s most of the time referred to as DSAT.

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QA: Quality Assurance
This is another important metric in call centers. This generally measures the accuracy of your call
– whether or not you’ve provided the right information, you followed the standard procedures,
and you’ve done the right thing. This is done usually by a QA analyst or could be by a
supervisor, manager, or trainer through listening to your call recordings or side-by-side
listening.

SBS: Side-by-side Call Listening

This is when someone listens to you while you are taking calls live. He/she will literally be by
your side listening through a Y-cord attached to your phone.

Remote Call Monitoring

It’s like wiretapping. 😉 Supervisors, QAs, or anyone use this method to covertly listen to you
while you are taking calls. You won’t really know that someone’s listening to your calls unless
you’re informed ahead. This is mainly for QA evaluations or call listening.

SA: Schedule Adherence

This is another common metric that’s based on how you follow your plotted schedule to a T.
When you start taking calls, you will have a scheduled log-in and log-out time, breaks and lunch,
sometimes training or coaching time, or any off-the-phone time.

Example, when you’re scheduled to log in by 7PM, you have to log-in at 7PM and take calls, or
as some accounts allow – log in at 6:59PM. If you don’t follow your plotted schedule, you will
ruin your SA. I didn’t know of anyone who had 100% SA yet. There’s usually a target set for
passing rate.

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Upsell
It’s what you do when you offer a product with a higher value to a customer who only inquired
for a basic product. In non-industry terms, say you are at Jollibee and you ordered regular fries
then the cashier will tell you “How about go-large fries ma’am/sir? You just need to add 15
pesos.” Something to that effect.

Conversion
It’s a term usually used by sales agents. It’s the rate or percentage of customers that take a
specific action you want. For example, if you’re calling a customer to sell something and that
customer ended up buying what you offered, then that is conversion.

RTA: Real Time Analyst

This is usually a team of people that tracks real-time schedules and attendance of all agents on
the floor.

Graveyard
Graveyard shift is a term used when you are working at night. Typically, you will be logging out
or going home in the morning.

Attrition
This refers to the number or rate of call center agents who quit working or are dismissed in a
specific period of time.

Cold Transfer
This is a type of call transfer that involves transferring the call directly to another line without
waiting for someone to answer, or to transfer the call back to the queue.

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Warm Transfer
This is a type of call transfer that involves transferring the call to another line and waiting for
someone to answer so that you can introduce the customer to him or her.

Sup Call
Supervisor call or escalated call. This is when a customer wants to speak with a supervisor or
when you need to transfer a call because of complex issues and resolutions. Guidelines vary per
company or account.

Escalation/s
A specialized group of agents that handle complex calls or requests that you aren’t trained for.

Frontliner
The first line or point of contact of the customer after the automated system. When you’re a
frontliner, you will most likely be transferring calls to other departments quite often.

Incentives
Bonuses for doing good! These could be performance or attendance bonus, or any type of
bonus that you deserve for doing your job well.

SLA: Service Level Agreement

This is an agreement put in place between the call center and the client to make sure that the
calls are handled based on what they’ve agreed upon. For example, the SLA is that all calls
should be answered within 3 rings, or that an X number of calls should be taken daily or hourly.

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Appraisal
This usually happens after a major milestone like after graduating from training or transition
phase, and every year-end. Usually, you will fill out a form to self-assess your performance, then
your supervisor or manager will assess your performance and rate it too. This is likely the basis
of whether you will be endorsed to take calls, or whether you will receive your annual
performance bonus.

KPI: Key Performance Indicators

These are measures used by a call center to track and assess performance on a daily basis.

Night Differential
Night Shift Differential Pay is a required-by-law additional payment to employees who work
between 10PM and 6AM. Your HR Team or Payroll Team will explain about this further.

Hazard Pay
A provision for call center agents to acknowledge the fact that they are working in risky
conditions (you know being a night owl and all that). Ask your HR Team, Payroll, or your
supervisor for more info about this.

VTO: Voluntary Time Out

It’s when you are allowed to go home earlier than your scheduled log-out time due to low
volume of calls.

SL: Sick Leave

A paid time-off you are entitled to take when you’re legit sick. Companies have different policies
so check with yours first.

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VL: Vacation Leave
A paid time-off you are entitled to take when you want to pursue your #travelgoals, take a
vacay, or when you just want to stay home and rest. Check your company policies for details.

NCNS: No Call No Show

This is a major offense. You didn’t show up for work without calling-in, meaning your absence is
not approved. It has a serious impact on SLA.

Call-in
When you are absent for whatever reason, most companies will require you to call-in. This
means that you have to call either the RTA Team, your supervisor, or your manager and inform
them hours before shift that you can’t make it to work.

AWOL: Absence Without Official Leave

You just left without notice, without a resignation letter, or without a doubt. You’re just gone
and probably off to some greener pastures. Not the best way to leave a company though. 😉

Biobreaks
Unscheduled breaks that ruin your SA

Breaks
Usually twice a day, 15 minutes each (varies per company)

Lunch
One hour break. Lunch is lunch no matter what time you take it. Midnight lunch, anyone?

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Agent
You; Can also be called representative, executive, customer service specialist, sales specialist,
tech support specialist. Terms vary per company.

Team Lead
The person in-charge of your team or the immediate head of the team; can also be called
supervisor, sup, suppie, or whatever you have established.

Call Center Virgin

First time to work in a call center? Then yes, this is you.

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 CHAPTER 8
Basic Call Center Dress Code Guide

A lot of call centers have chill or relaxed dress code, but that doesn’t mean that you go wearing
your tattered shorts or jeans, and slippers to work. During your New Hire Orientation, you will
be informed about your company’s dress code policy, and most of the rules are basic.

Dressing up properly for work means that you respect your job and the company as well. Aside
from that, I’ve always believed that when you make an effort to dress well, you will also feel
more confident and feel good about yourself.

Even though you are not a team lead or supervisor, a trainer, or a manager (at least not yet),
there’s no harm in dressing up like one. You’ll be surprised by how many people say they won’t
apply to a certain company because of the strict dress code. Yes, it’s that important to many
people.

Some companies allow jeans and basic shirts + sneakers, while some require you to wear
business casual or smart casual. Your wardrobe doesn’t have to be grand and expensive. You
can buy budget-friendly clothing in boutiques and ukay-ukay if you like, and you can DIY some
clothes if that’s something you love doing.

It’s all about mixing and matching. From time to time or when you have extra funds, invest in
more sustainable and quality pieces that you can pair with several different types of clothing,
instead of buying those that easily get damaged.

Here is an infographic to guide you with your decisions. This guide is created by
KnownMan.com. Click this link for a bigger or clearer picture.

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47
 CHAPTER 9
Basic Pre-Employment Requirements

Pre-employment requirements are very important when applying for any job. A lot of call center
applicants are unable to move forward with their application because of lacking requirements
which is why it’s essential that you have all your basic requirements ready when applying.

Most companies need the primary requirements to be submitted, and secondary requirements
can be submitted during your training period.

Here are the basic requirements you need to have. These may differ from one company to
another, including the set for primary and secondary.

Primary Requirements
1. Police Clearance and/or NBI Clearance

FOR POLICE CLEARANCE

Note: Some companies may not require Police Clearance. But in any case it’s required, go to
the nearest police station in your area and bring the following:

• Community Tax Certificate (CTC or Cedula)

You can get the Cedula from the City Hall or Municipal Hall. Since you are still
unemployed (I suppose) at this point, the fee should be very minimal. I don’t know
how to compute the fee so it’s best to prepare funds. I only paid PHP 7 for mine.

48
 • Barangay Clearance
You can get this from the barangay where you’re currently living. You should be able
to get this in an hour or so (depends on how many people there are getting their
clearance). For the fee, it’s best to ask as it may be different from one area to
another, and may also depend on the purpose.

• Birth Certificate or any VALID ID

• 2x2 ID pictures
Some police stations have their own camera, but to save time, it’s highly advisable
that you bring ID pictures with you in case they don’t have camera or if it’s not
working. If you can, prepare different sizes for different purposes. You never know
when you might need them. The usual ones needed aside from 2x2 are 1x1 and
passport-sized photos. Also, make sure that your photos are recent or those that still
look like you currently. (LOL)

In Cebu, you can already register online, just go to https://cebucity.policeclearance.ph/. You can
pay online via bank transactions – over the counter and online banking. Then you can proceed
to your local police station for issuance of official receipt, photo-taking, and biometrics. Dress
properly. Sleeveless is not allowed.

For other questions, there’s an FAQ page on their website too.

FEES: For some reasons, the fees are not stated on their website as of the moment. Perhaps the
fees depend on where you get your police clearance, so it’s best to ask around your area.

49
FOR NBI CLEARANCE

For NBI Clearance online application, visit their official website at http://www.nbi-clearance.com,
and sign up. When you’re done signing up, you will be advised to appear on your preferred
appointment schedule for your fingerprint biometrics and picture.

Note: According to their website, effective 2018, NBI Clearance Processing will strictly
implement the “No Appointment, No Entry Policy” for NBI clearance applicants. This means you
can’t just walk-in and expect to be entertained. Register, pay online, and set your appointment
from there.

Just carefully follow the instructions on the online application page for smoother transaction.

FEES: Effective March 12, 2018 – the NBI clearance will cost PHP 130.00 per certificate
(previously it was PHP 115.00).

Some NBI locations in Cebu:

1. Address: Paseo Arcenas, R. Arcenas St Banawa, Cebu City, 6000 Cebu

Monday-Friday 8AM–5PM
Closed on weekends
Phone: (032) 520 8985

2. Address: J Centre Bldg, A. S. Fortuna St, Mandaue City, 6014 Cebu

Monday - Friday 7AM–4:30PM
Closed on weekends
*No phone number stated online

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3. Address: Cebu N Rd, Mandaue City, Cebu
Monday - Friday 8AM–5PM
Closed on weekends
Phone: (032) 414 1782

4. Address: 5 N Escario St, Cebu City, Cebu

Monday - Friday 8AM–5PM
Closed on weekends
Phone: (032) 253 5631

5. Address: East Poblacion, City of Naga, 6037 Cebu

Phone: (032) 266 4751
*No office hours stated online but I suppose since it’s a government office, it follows the 8AM-
5PM schedule

2. Tax Identification Number (TIN)

If it’s your first time to work, you are required to get Tax Identification Number or TIN. Just
go the BIR office and apply. Tell the person-in-charge or guard that you are applying for TIN
for your employment.

In any case you already have a TIN for whatever purpose you’ve applied for previously, then
you should use that TIN instead. You can only have one!

BIR OFFICE IN CEBU CITY

Address: Archbishop Reyes Ave, Cebu City, Cebu
Phone: (032) 231 1593
*Should follow government office hours: 8AM-5PM

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FEE/S: None, TIN issuance is free of charge

There are several BIR offices in different areas, towns, or provinces, but since you’re most
likely going to work in the city, you can go to the main office instead.

3. Social Security System Number (SSS)

You can get your SSS number or document in your hometown, city, or province. If you
decide to get your SSS number in Cebu, below is the address.

Address: SSS Building, Osmeña Blvd, Cebu City, 6000 Cebu

Monday – Friday 7AM–5PM
Saturday 8AM–5PM
Sunday Closed

Phone: (032) 505 9301

4. Physical / Medical Exam

Your employer will give you instructions about your physical or medical examination. They
have an accredited clinic where you can go to have your exams. The fees are shouldered by
your company or employer.

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Secondary Requirements
1. Pag-ibig
Address: 3rd and 4th Floor, WT Corporate Tower, Mindanao Ave, Cebu City, Cebu
Monday - Friday 8AM–5PM
Closed on weekends
Phone: (032) 415 5002

2. Philhealth
Address: 8/F Golden Peak Hotel & Suites, Gorordo Ave., N Escario St, Cebu City, 6000 Cebu
Monday - Friday 8AM–5PM
Closed on weekends
Phone: (032) 233 3270

3. School Records
Any of the following: Diploma, Transcript of Records, Certificate of Graduation, Certified True
Copy of Grades

These are the common documents your employer will ask from you, but it also depends on
your company, and account. They might ask you additional records if the ones you
submitted are not substantial. If you’re relocating to Cebu, make sure that you make time to
request and claim your school records.

4. Previous Employment Record

Any of the following: Certificate of Employment, Clearance, Latest One Month Payslip (With
company logo)

53
Similar to your school records, you should also make time to request and claim your
previous employment record/s. Again, your employer might require more if they deem
necessary.

5. Birth Certificate
Most companies will require original NSO copies (now they call it PSA copies), while other
companies may accept copies that are duly authenticated by the Local Civil Registrar.

If you don’t have a new copy, you can request a copy at the NSO office, or request online.

NSO / PSA (Philippines Statistics Authority) Addresses:

Address: 279 Colon St, Cebu City, 6000 Cebu (Near Super Metro, in front of
McDonald’s)
Monday - Friday 8AM–5PM
Closed on weekends
Phone: (032) 256 0592

Regional Director's Office – NSO

Address: 450-542, JIF Building, MJ Cuenco Avenue, Cebu City, 6000 Cebu
Phone: (032) 256 0592
*No office hours stated online but you can probably come during the usual hours of 8AM-5PM

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 Cebu City Civil Registrar
Address: General Maxilom Ave Ext, Cebu City, Cebu
Monday - Friday 8AM–5PM
Closed on weekends
*No phone number stated online

For online applications, go to their website: https://www.ecensus.com.ph.

FEE FOR ONLINE APPLICATIONS (Philippines only): PHP 330/copy
Expect around 5-7 days delivery time frame

FEE FOR WALK-IN APPLICATIONS (in PSA outlets): PHP 140 copy
Around 30 minutes to 1 hour turn-around time (estimated only so it depends on the outlet’s
service level on that day)

6. Marriage Certificate
Applicable obviously when you’re married – just follow the same instructions for Birth
Certificate Application. Fee is also the same with birth certificate.

For every transaction you will have, whether it’s in a government office or not, always make sure
that you bring a valid ID. Two valid IDs are even better. Bring your own pen to save time!

Disclaimer: Please note that the addresses, phone numbers, fees, and turn-around times I listed
above might change without prior notice. I will continuously update this document from time to
time, but may not be timely depending on when you downloaded this.

55
Call Center Ninja will not be held liable if there are any circumstances that may arise due to the
information provided here. I do my best to give only accurate details, but then again, these
details may change. Feel free to let me know if you find any inaccurate or outdated information.

Another important thing is that the pre-employment requirements listed in this document are
the usual ones only, so these do not supersede the requirements needed by your employer.
Always follow the requirements asked from you by your employer.

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 CHAPTER 10
List of Call Centers in Cebu

1. Teleperformance Cebu
Address 1: Cebu – Insular Life, Cebu Business Park
3/F Insular Building
Cebu Business Park, Cebu City
Mondays to Saturdays 10:00 AM – 7:00 PM

Address 2: Tower 1 (Beside Skyrise Tower 2) Villa St.,

Cebu IT Park, Lahug
Mondays to Saturdays 10:00 AM – 7:00 PM

Website: www.teleperformance.com

2. Teletech
Address: Level 2, Oakridge IT Centre, LHPI Compound, 880 A.S. Fortuna Street, Mandaue City,
Cebu 6014

Website: www.teletechjobs.com

3. [24]7 Customer Philippines Inc

Addrss: 6th Floor eBloc Tower 3, Geonzon Street, Cebu IT Park, Cebu City
Monday – Friday
9am-6pm

Email: cebujobs@247-inc.com
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Call: 032-230 6877
SMS: 0933 433 0684

4. Executive Boutique Call Center

Address: 3rd Floor, Skyrise 2 Building, Cebu IT Park, Apas, Cebu City
Walk-ins are prioritized. Walk-ins will only be entertained from Mon-Fri from 8am-12pm.

5. JPMorgan Chase & Co. - Cebu Captive Operations

JPMC Career Hub
Address: 7F eBloc Tower, Jose Ma. Del Mar Ave., Cebu IT Park, Cebu City
8AM-5PM

Website: http://www.jpmorganchase.com/PHcareers

6. First source Solutions Limited

Address: 3rd Floor, Skyrise 1, Asia Town IT Park, Cebu Business District, Apas, Cebu City
Mondays - Fridays, 10: 00 AM to 5: 00 PM
Call (032) 230-6002 or (0998) 8421877, or (0943) 5321318.

7. Accenture
Recruitment Center:
Robinsons Cybergate Address
5/F Robinsons Cybergate, Don Gil Garcia St., Capitol Site, Cebu City, Cebu

Pioneer House Address:

UGF Pioneer House Bldg., Cardinal Rosales Ave. cor. Panglao St., Cebu Business Park

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eBloc 2 Address:
16/F eBloc 2, W Geonzon St., Cebu I.T. Park, Lahug, Cebu City

8. Qualfon Philippines Inc.

Walk in applications are processed faster.
Address: Ground Floor, Skyrise 3, Cebu I.T. Park, Lahug, Cebu City | 9am – 6pm
SMS: send to 0917-634-0466

Website: careers.qualfon.com

9. EXL Service Philippines, Inc.

Recruitment Office - 10th Floor 2Quad Building, Cardinal Rosales Avenue cor. Sumilon Rd., Cebu
Business Park, Cebu City; Monday to Friday, from 10 AM to 6 PM

Website: Cebu.Careers@exlservice.com

10. FWD BPO Inc.

Address: FPN Epic Centre, A.S. Fortuna Street, Bakilid, Mandaue City, Cebu
0922-738-4122 / 0977-206-7037

11. Optum, a UnitedHealth Group company

Optum Global Solutions - Filinvest Cebu
Address: Guanzon St., Cebu IT Park

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12. Xerox Business Services Philippines, Inc.
Address: G/F, Skyrise Alpha, Cebu Business Park
Recruitment Operations: Monday to Friday (9am to 6pm)

13. Manulife Business Processing Services

Address: Mactan Newtown, Mactan Circumferential Rd., Brgy. Mactan Lapu Lapu City, Cebu 6015
Tel #: 032 230 7700
Mondays-Fridays 10AM-4PM.

14. Wipro BPO Philippines Ltd., Inc.

Address: Ground Floor of Cebu IT Tower 1, Cebu Business Park, in front of Ayala Center and right
across Pag-ibig Bldg.
Opens: 9:00 am - 5:00 pm.

15. The Results Companies

Address: Mactan NewTown, Lapu-Lapu City, Cebu
Website: http://www.theresultscompanies.com

16. Universal Tech Inc.

Address: 9th Flr, FLB Corporate Center, Cebu Business Park, Cebu City, Cebu
Mondays – Fridays 10am - 4pm

For More Information:

Call or Text: 09222131521/09164263313
You can send your resumes to kj.utech@gmail.com
Visit our online career portal at http://www.utech.ph/

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17. Nexus One BPO Inc.
Address: Unit 603 6th floor Mango Ave. across National Bookstore, Jesa IT Building, Cebu City,
Cebu

Mobile No. +639085850207

Email: careerjobs.nexusone@gmail.com
Office Hours: Mon - Fri at 4pm - 1am (Fixed Sched)

*Recruitment starts at 3PM to 10PM.

18. Convergys
Address 1: G/F The Link Building, Cebu IT Park, Cebu City, Cebu (beside Chinabank)
9am to 6pm, Monday to Friday

Address 2: 2/F J Centre Mall, AS Fortuna, Mandaue (across Family Appliance)

10am to 7pm, Monday to Friday

19. Sykes Asia

Address: G/F Synergis IT Center, F. Cabahug Street, Mabolo, Cebu City, Cebu
Mondays to Fridays | 9AM-5PM

20. Cognizant Technology Solutions

Cognizant Technology Solutions
12/F Skyrise 4, Block 2, Lot 4, Geonzon St.,
Cebu IT Park, Apas, Cebu City

Website: https://www.cognizant.com/

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21. Author Solutions Philippines Inc.
Address: 6th Flr, TGU Tower, Cebu IT Park, Lahug, Cebu City, Cebu
Walk-in applicants: Mondays to Fridays, 9AM-5PM

22. Tech Mahindra

Address 1: 4F JESA ITC Bldg. General Maxilom Avenue
(in front of National Bookstore - Mango Branch
RECRUITMENT SCHEDULE: MONDAY – FRIDAY (1:00 PM – 4:00 PM)

Address 2: 7th F eBloc 3 Asia Town IT Park Apas Cebu City (across Pyramid)

Or email resume: Ceburecruitment@TechMahindra.com

23. Omega Healthcare Management Services Inc.

Address: 7th Floor, Avenir Bldg., Across BIR Office, Archbishop Reyes Avenue, Cebu City, Cebu
Email your resume to Cebu.Recruitment@omegahms.com
Walk in at Recruitment Office (10am – 5pm)
SMS: 09985981278

Disclaimer: The information and details above may change without prior notice. If you notice,
not all details are complete, so it’s best to work with what is available at hand. Prepare several
copies of your resume, but you don’t have to apply to all of course. You can choose at most 3
options, but I also suggest you do your own research about each company you like to see which
one best fits you.

Also, Cebu IT Park is huge! If you’re new to Cebu, you might be confused with the addresses or
might even get lost while looking for the call center offices. Don’t be scared to ask around. If
you’re shy, start asking any guard you can see, then work your way from there. 😉

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 CHAPTER 11
Cebu Emergency Hotlines and Important Contact Numbers

COMMAND / INFORMATION CENTERS

Province Disaster Risk Reduction and Emergency Management Office
2550046 / cebumustbeready@gmail.com

Cebu Province Command Center

2543454 / Globe – 0927 821 2204 / Sun – 0922 568 7512 / Smart – 0947 887 8832

Cebu City Hall Command Center

2530357

AMBULANCE / RESCUE TEAM

ERUF (Emergency Rescue Unit Foundation)
Dial 161 from any landline within Cebu
* ERUF Banilad: +63.32.233-9300
* ERUF Lapu Lapu: +63.32.340-2994 / 261-9788
* ERUF Abellana Sports Complex: +63.32.255-7287

LAPU-LAPU CITY RESCUE UNIT FOUNDATION

(32) 3402994

PHILIPPINE NATIONAL RED CROSS

(63-32) 253-4611

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CEBU CITY POLICE
Dial 166 from any land-line within Cebu City
Carbon Police Station: +63.32.256-2192 or +63.32.254-8635
Fuente Osmena Police: +63.32.256-2194 | +63.32.255-7350 / 253-5636
Guadalupe Police Station: +63.32.256-2193 /254-3214
Pardo Police Station: +63.32.273-3642
Punta Princesa Police Station: +63.32.261-7507
Mabolo Police Station: +63.32.233-6793
Mambaling Police Station: +63.32.261-9804
San Nicolas Police Station: +63.32.261-9788 / 341-1311

Mobile Patrol Group: +63.32.233-2178 341-4847

Security & Service Group: +6332-233-0202
SWAT: +63.32.235-9666 / 233-2178
Theft and Robbery Section: +63.32.233-0202 / 234-0361 / 341-1311

City Traffic Operations Management (CITOM) DEPARTMENT

CITOM Cebu: +63.32.253-9211
CITOM Board Office Tel. No. 2532181
Communication Center Tel. Nos. 2539211 / 2538262
Office of the Traffic Director Tel. No. 2551409
Traffic Violation Bureau Tel. No. 2548453

CEBU PROVINCE POLICE DEPARTMENT

Argao Police Station: +63.32.367-7166
Consolacion Police Station: +63-32-346-2847
Talisay Police Station: +6332-273-3636
Naga Police Station: +63.32.489-8808 / 272-6640
Mactan Police Station: +6332-341-1311
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Mandaue City Police Station: +63.32.344-1200
Minglanilla Police Station: +63.32.272-6662

Visayan Electric Company (VECO)

(032) 230-VECO (8326)

FIRE DEPARTMENT
FIRE DEPARTMENT (Cebu City)
Dial 160 from any landline within Cebu City
(63) 32-2560541 (6332) 340-0252

Cebu Fil-Chinese Volunteer Fire Brigade

+63.32.254-0200 / +63.32.254-0300 / +63918-909-9785

*If you’ve read the disclaimer from the previous chapters, you’re right – the same disclaimer
applies right for this chapter too. 😉

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 CHAPTER 12
Cebu Transportation Basics

If you’re from Cebu, for sure you already realize how bad the traffic situation is in the city, as
well as in some populated towns and provinces in the north and south. If you’re new, you have
to have the right mindset and expectations.

Cebu City is a lively and fast-paced city, but truth be told, the traffic situation sucks big time. The
same is true when you happen to live in notoriously traffic neighboring cities such as Mandaue
City, Lapu-lapu City, or Talisay City where heavy traffic extends down to the town of Minglanilla.

As a commuter for 8 years and counting especially with changing work schedules (back when I
still work in the office), I’ve spent soooo many hours daily just for transportation to and from
work. It doesn’t help that I live in what is dubbed as the Traffic Capital of the South. It would
usually take me 3-4 hours (one-way) on the road during rush hours, and more or less 2 hours if
the traffic is so-so.

Here are some tips for you!

1. Plan your itineraries and appointments for the day to save time, and never
underestimate the traffic situation in Cebu. Ha! For one hour it’s okay, but it can go
terrible real quick. The usual rush hours are around 6AM-8AM and 5PM-8PM. These are
the usual but really, it feels like any time in Cebu, the traffic can get super sick.

2. If you live quite far from your office, wake up early and allot extra time for possible traffic
and emergency situations on the road that may hamper the traffic flow. If you live near
the office and your work schedule doesn’t fall on a particularly dangerous hour of the

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 night or early morning, then might as well walk. You save time, money, plus you avoid
traffic, and you get a bit of exercise!

3. Stay safe at all times! If you haven’t known this just yet, and I don’t mean to scare you –
the city has quite a reputation (sadly!) of having snatchers, muggers, scammers, or
thieves on the road and public utility vehicles. I mean, these can probably happen in
other places too, but I’m telling you now that you need to be alert, vigilant, and have
presence of mind when using public transportation or even when you’re driving your
own vehicle.

If you’re fond of listening to music while commuting, a complete noise-cancelling ear

phones might not be ideal. You would still want to hear voices or sounds for you to
know if there’s anything wrong going on around you. If you don’t hear anything aside
from the music you’re listening to, then it might be too late for you to act in case
something untoward happens.

Don’t wait for jeepneys, cabs, Uber, Grab, or Angkas in dark places obviously. Avoid
wearing fancy or expensive pieces of jewelry, and don’t be flashy with your mobile phone
while on the road or inside a public vehicle. If you want to wear your favorite piece of
jewelry, perhaps you can keep it hidden in your bag first while commuting.

Make sure you keep your mobile phone and wallet somewhere in your bag that’s not
easily accessible. With this, better prepare your fare ahead of time so that you don’t have
to go rummaging your bag in public places.

If you don’t usually bring a bag, then wear pants or clothing with deep pockets or even
hidden pockets where you can keep some of your valuables. When in jeepneys, watch

67
 out for people trying to unnecessarily squeeze their way beside you such as when there’s
obviously a space for them to sit on, but they still choose to squeeze in.

Watch out for suspicious items or people, too! We don’t want to be judgmental but
better be safe than sorry. Leave -- if something feels uncomfortable or uneasy for you. It
doesn’t matter if it doesn’t turn out to be bad, but in most cases, trust your instinct.

And when the worst happens, like when a mugger has a gun or a knife, think of yourself
first rather than your belongings. You can always replace your things, but you only have
one life. Again, stay safe!

4. If you can help it – don’t sleep in the jeepney or taxi, unless you have someone you
completely trust to look after you, or if you see that the jeepney situation is under
control. When I do feel like I’d really doze off at any point, I’d either sit at the front seat
of the jeepney, or sit at the farthest side from the entrance of the jeep (just at the back of
the driver’s seat).

Tip: New to Cebu? Hand over your fare before you even reach your destination to avoid
delays.

5. Wear comfy clothing. Even though you’re heading to the office, do your best to look fab
but still comfy. You might regret wearing those sky-high heels if you know you’re going
to commute. It’s a battlefield out there during rush hours. If you do decide to wear heels
in the office, consider wearing flats or slippers first while waiting for a ride, then change
to your heels in the office (or you can leave your heels in your locker!).

68
Eventually, you’ll get used to the traffic situation while waiting for the government solutions
to alleviate it. I believe the current government is doing its best, but let’s also do our best to
follow traffic rules and regulations at all times.

Over the years, I’ve learned the dos and don’ts of transportation around Cebu. I’ve learned
some secrets and hacks to make my commuting life easier, and you will too if you commute
long enough.

Tip: If you feel that you’re lost around Cebu, don’t act like you’re actually lost or paranoid.
Just stay cool and ask some locals for directions. Be polite but be cautious especially for
unusual offers to bring you to your destination.

If you really can’t figure out which jeepney to take, I hope you have extra funds to take a
cab, Uber, or Grab. If you don’t have funds anymore, text or call, go online, and ask your
friends for directions, instructions, or if you can ask a friend to come get you, it’s much
better.

It’s even a lot way better to avoid or prevent that “lost” situation by researching your
destination beforehand. Google it. Check what jeepney routes you should take. Take note of
landmarks. You’ll be fine!

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 CHAPTER 13
Cebu Jeepney Routes

Once again, if you’re new to Cebu, you might not be used to jeepney codes yet. There’s a whole
lotta codes! But you’ll get used to them especially if you’re planning to commute daily. During
my first few months in Cebu, I was also confused with all the jeepney codes, but really it’ll just
take some getting used to.

The jeepney codes determine the routes or roads the jeep take. You can see them at the center-
top of the jeepney, or the sides. There’s also a signboard hanging on the front window for the
major streets or roads the jeep will pass by.

Note: Sometimes the routes may not be followed in cases of road constructions, festivals, or
events. In most cases, your admin or communication department will let you know if there’s
rerouting that may affect your commute. If there’s no communication, then prepare for a
surprise rerouting, but everything should be fine.

Here are some common jeepney routes and codes especially going in and out of Cebu IT Park
where most call centers are located.

ALL OF THESE 3 JEEPNEY CODES WILL GO INSIDE CEBU IT PARK BUT UPON GOING OUT
OF IT PARK, THEY HAVE DIFFERENT ROUTES.

17B - Lahug Apas passing Gorordo Avenue, Escario, Capitol area, Fuente, Jones, Carbon (and
vice versa)

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17C - Lahug Apas passing Gorordo Avenue, Mango Avenue, F. Ramos St., Carbon (and vice
versa)

17D - Lahug Apas passing Gorordo Avenue, Escario, Capitol area, Fuente, Jones, Taboan corner,
Carbon (and vice versa)

BELOW ARE THE JEEPNEYS AROUND LAHUG (NEAR IT PARK). IF YOU WANT TO GO TO
AYALA MALL OR SM CITY, CHECK OUT SOME OF THESE CODES.

04C - Lahug via Campo passing through Gorordo, Mango, F. Ramos, Colon, Carbon market (and
vice versa)

04L - Lahug via SM City passing through IT PARK (just outside IT PARK), Salinas Drive, then left
to Gorordo towards Ayala Mall, then back to SM City (and vice versa)

04M - Lahug via Ayala passing through Gorordo to JY square, then JY Square back to Gorordo
then Ayala Mall again

04H - Lahug via Plaza Housing passing through Gorordo Avenue, then Escario, Fuente, Jones,
Carbon (and vice versa)

With so many different jeepney codes and routes, obviously I won’t be able to list everything
here. But the good thing is that you can always ask a teammate or a friend who has been here in
Cebu for quite some time. If you’re already out there unprepared, you can ask any local or even
the driver or dispatcher, for sure they will be able to help you determine which jeepney code
you should take.

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 CHAPTER 14
Other Cebu Public Vehicles

Aside from Public Utility Jeepneys (PUJs), there are also other modes of transportation in Cebu.
Of course, there are the usual taxis or cabs. There are Transport Network Vehicle Service (TNVS)
rides like Uber, Grab, or Angkas (for motorcycles).

Passenger tricycles are only allowed within barangays, villages, or towns. There are also
motorcycles or what we call habal-habal in popular loading and unloading areas.

When going outside Cebu City, there are buses to take. We have the Ceres buses (among many
others) that can take you to the northern or southern part of Cebu. There are several mini-buses
from different companies. You just need to go to either North Bus or South Bus Terminal.

There’s a bus called KMK that goes from SM City all the way to the south (until Naga). The
newer ones are the SM MyBus vehicles with terminals in SM City, SM Seaside, Parkmall, Mactan
Airport, and Talisay City.

SM MyBus is a more comfortable way of going to the south via SRP (until Talisay), and to the
north (until Mactan airport). You may just ask the attendants at the terminals for the routes and
fees. It’s a card-based system wherein you will just need to load and swipe. Right now, they still
accept cash (as long as it’s the exact amount). Fares are usually PHP 25 and PHP 40 if from SM
City to Talisay City.

You can also check the Facebook page of SM MyBus – just search for it – and you will find the
routes there, as well as updates. They add routes from time to time.

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 CHAPTER 15
Thank you so much once again for downloading this guide and for trusting me with your email
address. I promise to not spam you. 😊 It took about three months for me to put this ninja
guide together – to write all the articles and to do my research as well. You can say that I’ve
pretty much worked hard for this just so I can share my thoughts and experiences with you to
hopefully help you begin your call center journey smoothly.

With everything that’s said, I do hope that if you decide to share this guide with your family,
friends, or anyone, please have them download this guide from my download link - bit.ly/CCN-
survival-kit-free-download. Feel free to print or save this on your phone, but please do not
distribute this guide without permission from me.

Again, this guide is not an ultimate guide; it’s a basic guide so naturally it’s not going to contain
everything, but I hope it’s a good enough start for you. If you want to read more stories and
learn more call center survival tips, feel free to browse my website https://callcenterninja.com or
watch my YouTube videos at youtube.com/callcenterninja.

Good luck and I wish you all the best in your journey. ♥

Reach out to me anytime for any concerns and questions.

Email: hello@callcenterninja.com
Facebook: http://www.facebook.com/callcenterninja
Twitter: http://www.twitter.com/reagenes
Instagram: http://www.instagram.com/reagenes
YouTube: http://youtube.com/callcenterninja

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Resources
http://cebucity.ph/information/emergency-contact-numbers/
http://www.cebu.gov.ph/cebumustbeready/cebu-ready-contacts/

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