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| Leon means bravery, Grandeur and kingliness |
You might have stumbled upon this guy in the corridors of Qualfon but you have never recognized who he is. You might think that he is just a mentor or trainer due to his yellow sling hanging perpetually on his neck but mind you guys, the man that you occasionally meet in the pantry or in any passageway of Qualfon is no other than, Leon Tan, the Training Account Manager of Qualfon. Young as he is, you can never imagine he occupies one of the highest position in Qualfon. When you hear the roaring voice of command in the Training Department that is simply the voice of Leon. Leon is responsible in formulating training designs and programs and sees to it that these are implemented. It is a wide scope indeed because territories cover no less than, Cebu, Guyana & Dumaguete.
I approached him one time that I would like to have tête-à-tête conversation with him then feature him in my blog but you know having an interview session is impossible sometimes. Leon is busy with his career, addressing several concerns on Training Depatrment and me on the other hand, is dancing lambada or salsa in the 7th floor like assisting the agents in their call handling. Almost at the end of the day, we don’t have the chance to meet.
When I sat my butt on the chair with back arched, I immediately asked Leon a question, “How are you?” At first he was hesitant to answer this question because he thought that I was delving into his personal life. I made it crystal clear that I don’t ask personal questions and I don’t mingle with private affairs. Leon lamented, “I am okay with the career that I love and I training is really a passion for me.”
Leon will be 2 years as Training Account Manager on March 2012. He was promoted to the said position on March 2010 from Training Supervisor. Climbing to the top caliber position in a BPO company is very competitive and one must have to undergo through a tedious process of personnel selection that includes, educational background, experience, interview and examination. I know for sure that from the training department alone, several staffs are aspiring to hold this position. Out curiosity how he made it to this highly caliber position, Leon told me that Angel was actually looking for one who is fitted based on the merit and fitness of the position. The ever powerful Alfie Torres
recommended him. Even though he was recommended still he hurdled for it and he gets it. When you hurdled for the race and you landed first, it is self-gratifying. If compared to other aspirants, Leon has the edge considering he earned the highest training in terms of organizational structure. He was in training department for three years and is equipped with skills to go to the battle. According to him, it is not just a matter of training experience but how to transfer the knowledge and skills to the trainees. What he means by this is that, the trainees can absorb the discussion and can apply this when they are endorsed to the Operations. I mentioned that I can attest to this because I was being trained by him for Sales in ready to the launching of Straight Talk.
Earlier I have mentioned that Leon as Training Account Manager not only covers Cebu but as well as Dumaguete and Guyana. This is a wide scope of responsibilities. Guyana is located at the other side of the globe and Dumaguete is thousand kilometers from Cebu where he is stationed. Cebu is an advantage; he can closely monitor and have hands on. For Dumaguete and Guyana, it is hard to closely monitor if the plans and programs are being implemented because of the distance.
MIAMI EXPERIENCE:
How I wish I have the chance to go to Miami and feel the Miami heat but I was not the lucky one. Maybe in my dreams. Leon was one of the luckiest who was sent off by the company to go to Miami not to feel the heat but to undergo comprehensive training on Android Phones which is powered by Sprint. When I asked Leon about the Miami Experience, he said, “It is not that he had the chance but the ROI (return of investment) to transfer the learning from Miami to Cebu, Guyana and Dumaguete call centers." To address some issues about Androids, the training also maintained a FAQ which they blast in emails, the fastest communication so far in Qualfon to be cascaded to the SSM, SM, Ops Supervisor, QA Department and the source of bread and butter of Qualfon, the agents.
DEALING WITH CUSTOMERS:
In one of our conversations, I mentioned to Leon that mostly the agents cannot relate to the customers or the customers cannot relate to the agents due to the language barrier. Some Americans conveyed their problem using slang words, idiomatic and metaphoric expression in which the agent find it difficult to understand. Or Americans do not understand the agents in view of the agent’s accent. I often heard the Americans complained, "I cannot understand you because of your accent." Then the agent would repeat again and presto, the the QAA would penalized the agent. Leon lamented that he had proposed that part to be included in the training design is communication skills training which other call centers are doing, however this is still a status quo due to the budget. I hope that part in the training design is to train agents to learn to response to the behavior of customer because customer has lots of personality behaviors. One thing of course, the projection of the agent's ethos (Aristotle theory)by the of their voice as knowledgeable.
QUALFON IN FIVE YEARS IN BPO INDUSTRY
Qualfon in the BPO Industry in Cebu is 5 years nearing 6 years. It was established sometime in May 2006 started with only about 50 agents. In 2006, Quafon occupied 6th and 7th floors of Skyrise 1. In the 2009, Qualfon moved to Skyrise 4 occupying 9 floors. The expansion was so rapid and the agents were swarming almost every day in every floor to cater to about 80,000 customers.
According to Leon when I asked him what can he say about Qualfon, he lamented that it is the people making responsibilities that contributed much to its solid foundation making more better, bigger and bolder.
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| Free as the wind |
Thursday of last week was my luck I bet. I was looking for my agent Jonathan at the 15th floor. When I saw Leon, I immediately asked him a pen and a paper. I was quite gibberish with my questions because I was unprepared. Looking up for my agent landed to a short interview. Ryan Suedo was there backing up with me (thanks you were so sweet). It also happened Alfie Torres passed by. My golly that was pretty cool day!
Leon will be 2 years as Training Account Manager on March 2012. He was promoted to the said position on March 2010 from Training Supervisor. Climbing to the top caliber position in a BPO company is very competitive and one must have to undergo through a tedious process of personnel selection that includes, educational background, experience, interview and examination. I know for sure that from the training department alone, several staffs are aspiring to hold this position. Out curiosity how he made it to this highly caliber position, Leon told me that Angel was actually looking for one who is fitted based on the merit and fitness of the position. The ever powerful Alfie Torres
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Earlier I have mentioned that Leon as Training Account Manager not only covers Cebu but as well as Dumaguete and Guyana. This is a wide scope of responsibilities. Guyana is located at the other side of the globe and Dumaguete is thousand kilometers from Cebu where he is stationed. Cebu is an advantage; he can closely monitor and have hands on. For Dumaguete and Guyana, it is hard to closely monitor if the plans and programs are being implemented because of the distance.
MIAMI EXPERIENCE:
How I wish I have the chance to go to Miami and feel the Miami heat but I was not the lucky one. Maybe in my dreams. Leon was one of the luckiest who was sent off by the company to go to Miami not to feel the heat but to undergo comprehensive training on Android Phones which is powered by Sprint. When I asked Leon about the Miami Experience, he said, “It is not that he had the chance but the ROI (return of investment) to transfer the learning from Miami to Cebu, Guyana and Dumaguete call centers." To address some issues about Androids, the training also maintained a FAQ which they blast in emails, the fastest communication so far in Qualfon to be cascaded to the SSM, SM, Ops Supervisor, QA Department and the source of bread and butter of Qualfon, the agents.
DEALING WITH CUSTOMERS:
Qualfon in the BPO Industry in Cebu is 5 years nearing 6 years. It was established sometime in May 2006 started with only about 50 agents. In 2006, Quafon occupied 6th and 7th floors of Skyrise 1. In the 2009, Qualfon moved to Skyrise 4 occupying 9 floors. The expansion was so rapid and the agents were swarming almost every day in every floor to cater to about 80,000 customers.
According to Leon when I asked him what can he say about Qualfon, he lamented that it is the people making responsibilities that contributed much to its solid foundation making more better, bigger and bolder.
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