FUBU

veinticuatro

"Alright, the quarter looks promising, though I need all team leads to be at the top of their game. We have visitors coming in next month. I need every one of you to keep your people updated of all necessary updates. Line up those we can feed to the client for their side by side sessions. Anyone who can follow standard procedures, keep them aligned. And keep our clients out of your outliers. At the same time prepare yourselves for reports and the FGD's." We were inside the conference room, all ears to our Site Director.

FGD's or Focused group discussions, one of the most terrifying thing a team lead could ever get involved with. 

This is the time when clients hear out complains and concerns from agents. Most of the times, its about the process. But in several occasions, there are those who feel like its a great avenue to talk about their own personal opinion about the company and the management. Mga bagay na wala naman talagang pakialam ang client. 

Because at the end of the day, all they want is for people to function and do the job they were supposed to do. 

Wala silang pakialam sa internal dramas ng isang kompanya. Lalong - lalo na sa BPO industry. 

So when these things happen, we scour our teams with the best person that we can feed to the clients. 

The ones who can actually manage what the client wants to hear.

As soon as I got back from the meeting, I called for a team huddle. A time when you gather your team members to give important updates, call outs and things that you need to discuss with them, even the motivational crap that people can't stop talking about. 

J informed me that everyone is already in the conference room. 

"Alright, let's keep this quick and really brief. By the end of this month, our clients from Ohio will be coming in for a site visit. For those who has not been through any client visit yet, business casual for your daily wear. I expect everyone's compliance. I know we are not too strict with the daily dress code, but please, I will issue papers necessary if you will not deliver."

Everyone started whispering against each other. 

"Next up, I need these people to be prepared on those days, Travis, Leah, Michelle, Eduard and Gilbert." All the five people I mentioned looked up and paid extra attention, "They will sit in and listen to your calls. Expect questions about your best practices. Now, they may choose the people they'd like to listen to on their own, but the five of you will be the first people I will point to when they ask. Especially that the team is the top performing team, then they would want to know your best practices."

Some were excited but those who already know the drill looked bored. Bakit nga ba hindi? 

"And of course, the usual Focus Group Discussion. Some of you will be chosen, some will not. For those who will be chosen, I advise that you set aside your personal issues with the company. I am not saying that this organization is perfect, but the Focus Group Discussion will solely focus on [process specifics. Concerns you'd like to raise to the client for improvement, for innovation. Anything you feel are unfair on a personal note, our Human Resource is always open. What questions do you have for me so far?"

Isa-isang nagsitaasan ang mga kamay nila. Questions that I needed to patiently answer. Until one question caught me off guard.

"Would the client address our concerns as soon as we raise them?"

As usual, someone from the herd will always be a more meticulous one. 

"I'd like to say that they may or may not. The concerns you raise will be gathered and they will need to weight the impact. Will it greatly affect operations? Is there an opportunity behind those concerns that would help us grow the business further? Will it be costly? All of those will be taken into perspective. In my experience, about 60% of the concerns get addressed. Some will take time. And some will automatically be trash. Again, this will all get considered, but they will be filtered to the most practical and most beneficial. So be smart about the things you want to raise. Make it a point that they are concerns that can be validated. At the end of the day, it will still be a numbers game."

I heard a few people groan. I turned to J and it simply imply that he will talk about process specific things that they can open up to the client. 

Parked items that needs their attention. 

I excused myself for a bit and proceeded to the smoking area. 

May iilan ng team leads na naroroon na halatang mga galing pa sa meeting kanina. 

"Sari," one of the opening team lead called me as soon as they saw me. 

I smiled and gave the courtesy to join them for a while. 

"Have you heard?"

"About what?"

"Magkakroon na naman yata ng change of management." she continues to share. 

"Talaga?" 

How long has it been since the last time we've been acquired by another company. As always, the smaller ones will be eaten by the bigger ones. 

The company I am affiliated with, compared to most of the known ones, can be considered as a baby company. Since the time I've been employed there, we've changed management three times. And as always, along with this change are also adjustments to the entire process of the company. 

"Ano pa bang bago?"

"I know but they're saying that these people right now are way more lethal. They are more dangerous. I heard from someone na minsan na silang nag-decide na linisin ang buong roster ng kompanyang kaka-acquire palang nila. They only chose those that really mattered. The ones who were truly deserving to stay."

"Let me guess, the basis are numbers?"

"It's actually varied. Some were kept because of performance, some were because of tenure. Well, hopefully hindi naman magiging ganun katindi ang changes if ever."

"Bakit? Kelan ba hindi naging matindi ang pagbabago kapag dumarating sila? Change will always be difficult."

"Napaka-chill mo talaga Sari. Kaya siguro kahit ano pang klase ng problema meron sa operations, kayang-kaya mong i-handle. Sabagay, it comes with the experience."

Chill? More on Numb. 

Sa dinami-dami ng pinagdadaanan ng bawat tao hindi lamang sa trabaho nila, kahit sa personal na aspeto, hindi na pagiging chill ang mahalaga. 

Minsan, ang pagiging tigang mo sa lahat ng ibinibigay ng tadhana sa'yo ay nakakatulong din. 

"Well, it was great talking to you Sari. Alam ko pareho tayong busy. Daan ka naman sa station ko paminsan-minsan."

"I will." liar, I will never do that.

I lit another cigarette and played with the smoke that flew all over the place we call chimney. 

Things happen for a reason. That has always been the mantra that I believe in. 

Sa bawat araw na ginawa ng diyos, alam kong nakikita niya ang bawat bagay na nangyayari sa buhay ng tao. 

Kahit ano pa mang consequence ang meron bawat desisyong ginagawa ng tao, naroroon lang siya, nakatingin. Hinihintay kung ano ang sunod mong gagawin. 

So chilling is no longer a thing I do. Numbing the pain is what is up. 

It's the only way you can deal with things without fully regretting everything.