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Call Center Cactus Chat

Episode 32: Company Core Values: Family

Our next core value, Family, is a value every member of the amazing team at Pac Biz Outsourcing knows all too well about. Listen to Kiezia talk about it with resident call taker, Terry.

Listen to the Podcast:

Kiezia:

Hi and welcome to a new episode for a podcast. I’m your host today, Kiezia. I am the director of company culture here at Pac-biz. For the following episodes, we will be featuring our company core values, which are family respect, compassion, personal growth, and teamwork. So every year we choose an award based on votes for a winner that displayed these four values. Here with me today is Terry, welcome to the show.

 

Terry:

Thank you. Thank you for inviting me

 

Kiezia: First? Can you introduce yourself? Sorry.

 

Terry:

Hi, my name is Terry and I’m now with alpha taxis. First I was with smashtech. And then during the pandemic, I was transferred to a Pizza hotline for a few months. And now I’m with Alpha taxis. 

And welcome, welcome

to our podcast.

Kiezia:
So how long have you been with pacbiz

 

Terry:

I’ve been with pacbiz for five years now.

 

Kiezia:

Wow, that’s a long time. Andwhat’s your role here at Pacbiz

Terry:
I’m a call taker. With Alpha Taxis.


Kiezia:Yeah. So what draws you to pacbiz?

 

Terry:

I don’t know. So I applied. I came here. I applied and I got hired. So this is the first BPO company when I came here in Dumaguete. And so I was hired and then now I don’t want to leave Pacbiz. 

 

Kiezia:
I remember that when we were still at our old building, when you started working at Pacbiz. 

So you are she’s our awardee for the core value family. And so in what ways do you see Park bears as family not just a workplace

 


Terry:

First, let me define what family is like. So for me, family is like a safe place where you can make mistakes,  without the fear of judgment, but rather learn from those mistakes, and helping each other grow. I feel like with PacbizI mean, you can be who you want, you can express who you are. And I’m  just grateful that I’m here. And when I was in management I am  really happy because they’re very understanding, kind and very compassionate. They’re there. Like, they know the needs of their agents. And they adjust to it. And yeah, that’s what I like about being a family with Pacbiz


Kiezia
Interesting, so about thisCan you telll us specifically?

Terry:
So, I have one conversation  with our company and our nurse and so this is regarding our health insurance with Pacbiz I mean, every BPOthere’s a health insurance but my family I mean, my dependents with my insurance is  quite, it’s quite struggling right now. So we were like  we go to hospital a lot and like we need financial help

Kiezia:
Financial?Why is it okay?

Terry:
So yeah. I really appreciate that pacbiz values family because they consider and they see the needs of their agents. So the time that we had a conversation with Miss Daza, she said that  previously, it was  50,000 with insurance and now they adjusted it to 100,000, which is a lot. Wow. And thank you.  It’s a very great help. And, yeah, just, I’m just really grateful for everything that Pacbiz has given me. So, yes, thank you. Well, 

 

Kiezia:

Thank you for sharing that. Terry. Sure. Yeah, it just shows that Pacbiz really cares for us, right as part of the family, you’re not just you’re not just so a worker or co worker. So, can you share a specific example where you felt sport and camaraderie of the pack is family aside from what you just shared?

 

Terry:

So I’ve been struggling, I am struggling and like, it’s just very difficult for me, like working and then juggling from work and to my personal personal stuff. Like, I’m with my mother, here inDumaguete. And so I feel like Pacbiz really value everyone, or every agent as a family. It’s not like for me, it’s not like a big deal. Every time I work ,I’m just focused on what I’m assigned to do without any on my head. Because, you know, it’s still it’s still I mean, I appreciate Pacbiz because it’s a safe place for me to work. Like I don’t feel pressured. Even though I am pressured on my personal stuff, so I am not pressured. I mean I feel pressure but it’s a good kind of pressure it’s just, I mean because I’m controlling my own self so I feel like it’s a good kind of pressure so I still feel that sorry.



Kiezia:
in what way Pacbiz support you, because you said you struggle with juggling work and personal life.

Terry:
I’ve said I’ve I’m not really pressured when it comes to work because it seems that they’re not like the TL mighty oh, by the way is a great TL  Bryan, if you’re listening super cool, super easy to talk to. I feel like I’m a burden to him in a certain way but he doesn’t feel that way. So he helps me out. He helped me a lot. And I’m just, I was just gonna say that my work is now easy. Like it just makes my work easier. Because my TL is very understanding and also the management is very understanding and very kind. So thank you.



Kiezia:
Yeah, thank you for sharing Terry so how do you bring a sense of family into your team or department

Terry:

I guess it’s already family value as a core value is already with Alpha taxis. I’ve been molded for taxi so that’s why I’m not feeling pressured because also the management on shore is very kind, like very understanding. So if, in any case,  you made a mistake. They just call you and just remind you, but they don’t like. They don’t like, give you any, like, give you any like disciplinary action. So they just call you and remind you not to do it next time. So I don’t feel like pressure,

Kiezia:
isn’t it a bad thing? that they don’t discipline?


Terry”
If it’s not really a great, or really a big mistake, just like a work mistake. So there’s just some lapses and so they just call you and remind you  not to do that again. So I guess that’s what family is like shaping your character and learning from those mistakes and not doing it again.

Kiezia:

So how did you notice it? Or how does it affect the business positively.

 

Terry
So if I’m the agent, and I made the mistake and so the client called and then said, I mean, send some reminders, or tell me some reminders. I guess, I guess the agent would like perform their best next time. So I guess that will help  the client a lot.

Having the sense of family instead, I really  like Alfa taxis, by the way. 


Kiezia:
So can you share an instance where the family atmosphere here at Pacbiz,

Terry:
Yeah, I already mentioned this positively impacted a project or a task.

Right, so as what I’ve said earlier, I’m really not feeling pressured. When I’m working, even though I’m struggling, it’s just very difficult for me. I’m like, very, very busy with my mother. And I’m, like, all my attention is on her. And so I also got work and when I when I can’t when it comes to her. I just just, I’m just chilling. I’m just chilling. No, I love that. Because  I like video and I like my client. So thank You.

Kiezia:

 Yeah, even though you’re just chilling, you do your job effectively. Having that sense of,

because there are some cases like when you come to work, and then you have problems. So problems will  invade your. Your mind.

Terry:
I don’t know if it’s the right term. But yeah. So it will be, I mean, it will affect your productivity. So I’m just happy that I’m doing great. I mean, I can see that. I can say that. I’m doing great because I’m not a client, but I can feel it. I’m doing great with my work.

Kiezia:
Yes,you’re doing great, otherwise you won’t be awarded.


Terry:
Right Thank you, by the way thank you for nominating me TL Brian.


Kiezia:
So I mentioned the nomination. Why were you nominated?

Terry:
I didn’t  know I asked the same thing. Why am I never needed? TL Bryan you know, thank you for nominating me and now I have to do this interview that I’m not really good at. But yes, I’m really proud of how mighty he handles his team. So I’m really proud of TL Brian, I just wanted to say thank you to him a lot. And the rest of the management sir Jake and the management. Very kind and compassionate.

Kiezia:
Yeah, absolutely. Your TL mentioned here that he knows you need  because you have very strong emotions that can handle difficult personal problems without compromising your job. Could you expand on that?

 

Terry:
I was shocked. I was shocked when I mean, he said that. Thank you. Thank you, TL for seeing that in me. it’s because there is a good, like leadership, like, I am not, I am not feeling this way. If it’s not because of the management and my team, they’re just very understanding. And they’re just very understanding and they’re very kind. So I owe them a lot.


Kiezia:
Yeah,  he said you don’t want  to be absent or late and then doesn’t want her teammates to be affected by your personal concerns. And so that’s what he said,

Terry:

Because I know he’s so busy. And we only got like a few agents with alpha taxis. So I really don’t want to let them down. let my team down. So I’m doing my best to perform. And I’m just happy. I’m just happy that I’m in the right company. And the right team.


Kiezia:
Yeah, the right family. Yes.

Right family.

So yeah, he’s grateful that we have this kind of agent who always thinks up everyone’s feelings. Even though she is hurting.


Terry
I can cry, but I’m not crying. Yes, I am hurting. Because my, I don’t want to say this to the  camera but I I like this kind of, like camaraderie with puppies? I like it to the point that I don’t want to. I’m not thinking of transferring to another company. Because I just like what, what this is.

Kiezia:

And you’ve been with the company for how many? Five years? Right?

Yes, for five years?

Of course. I like it here.

I don’t know, I still don’t know what to talk about, so  just make it easy for me. Okay.

Kiezia:
You’re actually doing great. Very, very nice. But how do you handle different situations, you know, difficult emotions? Because I know it’s gonna affect the family. Right?


Terry:
Right. It also affects  my productivity if, like, if I’m like, down on my own emotions, and it also affects my teammates. So I don’t like showing them that I am down. I mean, I struggle and I cry on my own. I talk to my friends. And I’ll feel refreshed.


Kiezia:
So your friends who are therapists, do you meet them?


Terry;
friends in general. So my best friend that I call every time when  I’m down, and then after talking to some of my friends. They’re not judging me, by the way. They’re not judging me. That’s why I can talk freely. So yeah, that just helps me a lot in my work.


Kiezia:
That’s good to know. I did. I did ask about your friends because I heard about  how you became like a family member to our colleague. Filming right you’ve been telling me more about

Terry
Yeah.

So no, I don’t want to talk if she’s not here.


Kiezia:
Yeah, but you’re here and she would be very proud.

Terry:
When she sees me here. And  because of that I don’t know how to have this sense of family.

Kiezia:

  That’s why you were also nominated. And you know when we discuss that I did remember that, like you literally become a family member of hers.

Terry:

I feel like I’m a hero, and a hero to myself. Yeah. So I’m the only one working in our family. And so my parents, why am I sharing this? So my parents  are not working. So I’m the only one working. I want to make sure that they’re provided for everything. I want to make sure that they’re okay. So I’m always like, checking on them, calling them to make sure that  everything is fine. So yeah, I feel like I’m a hero, because it’s just, it’s just for me, I’m a hero.  I like prioritizing them. I mean, I’m not. I’m also prioritizing myself. But, um, my priority is my family. No. My priority right now is my mother. Yes, my family is back there. And also where we’re, like residing right now with a diffuse family and then family in Bacong. So I’m always making sure that everything is all fine. With, like, each of them. So yeah, I’m doing my best right, I’m doing my best to  be the best child. No, I’m doing my best to  be a good person. No, not to be called a good person. I just want to make sure that I want to be there for them. For each family, to my family and to everyone close to me. So yeah. I’m happy that Pacbiz is like one of the core values which is family. So

as a personal value, right family? Yes.


Kiezia:
Wow. No wonder you were awarded. So how do you translate that to the team? Or ,
How do you embody that here?


Terry:
I guess I can’t force them. But I can show them that. I am  like this even though I’m struggling  a lot. But I still show up and I can still make a smile on my face. I can still do my own  stuff. Yeah, I guess just a model. No, I don’t want to  be called a model. But hero.

Kiezia:
Yes. You’re a hero.

And a model right?

You say I guess your role model to your colleagues.

Terry:

 I’m not really expressive to my  teammates. I’m just expressing to my friends like my closest friends because I know they’re not changing me but Pacbiz. Yes. Of course. This is still my safe place. My safe place.

Kiezia:
That’s why you feel safe.

Terry:
Yeah, I feel safe because I’m not I’m not pressured. I don’t feel I don’t feel pressure. I mean I feel pressure but it’s  my own self, I’m the one pressuring myself to achieve a certain goal. So, yeah, no one is pressuring me,  my TL is  so cool. So thank you TL  Brian.


Kiezia:
I think you mentioned you can be who you want.

Terry:
Yes,

you can be who you want, and you can express who you are like Robocop is, like, we came from a different place. Everyone came from different backgrounds. And they were raised from  different  families. So yes. I feel like we just need to, we just need to understand. We just need to understand each other, and be compassionate with each other.


Kiezia:
Yeah. Why do you feel that

way?

Terry:

I don’t know. Yes, I feel that way. Because I mean, we’re family. So everyone should be. No, I’m not. I’m not saying I shouldn’t be. Everyone is shaped within the family. So within this company.
I feel like if you have more understanding of where you came from, where someone came from, I feel like there’s peace. So  I guess it’s a broad topic. But yes, I just want, like, bees, so there is like what we call cheese meats. So if there’s like compassion and understanding to each and every one. We can, like, it’s not really fair to judge someone coming from a different background. For me, it’s not really fair to judge someone to make a quick judgment based on what you see without really knowing what I mean, where she came from, where he came from. So yeah, I feel that way. Because I want everyone to be like family. So it should be like, close, close knit, like, no one is getting behind. So sorry, I’m not making sense.


Kiezia:
You’re doing you’re doing great after. So as we wrap up, could you share one piece of advice where listeners on fostering a sense of family in their workplace?


Terry:
If I can give advice. I’m not really good at giving advice. But one. I mean I am grateful for every little thing I am receiving. It may be like good health, or it’s just like progress with where we are right now. And you are just really grateful to everyone and do the smallest or the littlest thing I have received. So I guess that just helped me a lot to survive in difficult situations. So I’m not whining. I’m not complaining, even though it’s difficult. So I’m just grateful for everything. And just be kind to everyone because you don’t know what everyone is going through. Don’t just judge, don’t make a quick judgment to everyone because you don’t know where they’re coming from. And I guess that’s pretty much it. Wonderful. Yeah,

Those are wonderful. So thank you.


Kiezia:

Thank you for such a wonderful and inspiring conversation with you. Very and I got to know you a bit more since she is an introverted person.


Terry:
yes, that’s why I don’t like cameras,

Kiezia:
but she gave us a lot of  insights from this chat. 


Terry:

So thank you so much for having me. I hope you enjoy the show. So I’m nervous

but I say hi to TL Brian. You know, you know I’m very thankful in every way

 

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