AHT (Average Handle Time)

For the past few weeks our account’s been put into a lot stress - heavy stress. We’ve just recently launched a new LOB (Line of Business) and the clients are always on site to monitor our center’s performance. Oh well, being under the umbrella of a performance-based company we really need to meet or even exceed expectations so as to keep our job. lol.

Lately, our center’s AHT is sky-rocketing and we really had to put extra effort to lower it down. Hmph.

As I was researching the web on how to lower down my team’s AHT, I stumbled into this cartoon…

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AUGUST RUSH!

Last night I watched the movie August Rush - just in time for August. I thought it would be another feel good movie but I was wrong - I was moved. There were scenes that I had to summon the courage not to cry. The plot is really great,  the actors and actresses were stunning, and the music - it’s amazing. Never have I been moved by such a movie for months now. All I can say is Miracles do happen.

Moving on, I never thought it’s already August and yeah it came in a rush. There are a lot of changes I’d be expecting this August. One of which is moving to a new apartment and it’s beautiful. Haha! Also, I’m already on the morning shift and with a new team. :-). Well, so much for blogging - I’m at work! lol.

There’s more to August than just a rush!

After a week of being back to reality I suddenly felt that there’s gotta be something wrong. I’m not so sure what seems to be wrong but I’m quite confused on what to do. Well, I guess being away from reality for just a mere week really makes a difference. It’s been a rough week for me starting last Saturday where I had to endure numerous delays going to Cebu City. It all started me waking up almost 2 hours from my scheduled wake up time. Consequently, I had to take a ride on a different Bus going to Cagayan de Oro City and halfway through the trip, we were flat-tired so that was another 20 minute delay. By noon, Cagayan de Oro was at its peak temperature which I kinda despised because my temper was getting hotter by the minute. We had to take a fast-food lunch which was, again, unplanned due to “the unforeseen circumstances.” I had to cancel shopping for “pasalubong” because I’m already late. By the time I checked-in for my flight, I was already an hour before the scheduled take off - whew! I thought that was the end of it but I was wrong - My flight’s gonna be delayed until further notice; It’s supposed to take off 3:10pm and worse I have work shift by 5pm. My  temperature’s now boiling. Finally, after almost 2 hours of waiting I’m on my way back to Cebu City. I’m late so I had to go straight from the airport to the office and carry all my luggage. Good thing it was a Saturday so there were less ordeal in the office. Whew! On Sunday I had to work again to cover my interim rest day. I only had Monday for my rest day and I spent it sleeping the whole day and on the evening watched The Dark Knight with my high-school friends.

Tuesday, I came in a good 30 minutes before my shift starts. Well, it took me 2 hours to sift through hundreds of e-mails and another 2 hours replying. lol :D I thought Tuesday would be just any ordinary day at work but it turned out to be extraordinary. It was my first time to accompany and sit beside an agent being delivered her release papers. It’s saddening but we had to release the agent from the program. Well, there’s always a first to everything.

Wednesday, another hectic day and it was literally a bad day because sleep never came up to me. Blame it to the 6 cups of coffee I drank the day before.

Thursday was chaos. I’ve been monitoring the team’s week to date performance and we are not even near the Satisfactory mark. I’m beginning to get sour. My Patience is being put into the test.

Friday, I thought I’d be my usual self but I was wrong - again. I’ve noticed our team this week had most number of absences. I’m just hoping all of them turns out to be a medical leave. That way I’d be saved.

Saturday, my patience comes to an end. I have been very lenient the past few weeks and I’ve decided to be tougher this week - I mean it!

I’ll have a lot of explaining to do next week…

And… I’m about to break.

Yes, the title says it all. I have been off for a week vacation in Bukidnon and yes I am born and raised there. I had to bring 3 jackets just to protect myself from my hometown’s cold weather. My vacation was well worth it. It was a really an R&R meaning I just have to sleep, eat and watch TV the whole day for six days. I wouldn’t say it was boring because I had the chance to detoxify myself. 

Anyway, I’ll just have to make this entry short. I’m back to the real world and I need to catch up on a lot of things.

Ciao!

It has been more than six months the last time I went home for a vacation. This weekend would put an end to that. Yeah, I will be flying home to Bukidnon. I’d be spending the entire week to detoxify and smell the fresh air. Well, I wouldn’t forget to get in touch with old friends too!

Anyway, it has been a tough week for me. I had to struggle both my personal and career, not to mention my blogging life too. Haha! This weekend would really be a perfect time to go R&R.

On a different note, I am about to launch my photoblog and travel blog on my other domain, mabitona.com and photos.mabitona.com. I’ve already a lot of research on the places I’ve been to. I just hope I’d be able to maintain momentum in keeping the domain. I’m crossing fingers…

On another different note, haha! I’m excited to have another meetup with Cebu Bloggers. I’m hoping it’s gonna be on one of my free times.

See you soon blogosphere….

After weeks of preparation and anticipation on June 27, 2008 we conquered Boracay. Besting all other teams at work - we soared high at number 1. 

Our flight was 10:30am Friday, July 27, 2008. We were on time for the flight’s check-in. Most of us just came from shift and we haven’t had any sleep at all but nevertheless we’re too excited to conquer the Island. The flight was not that boring with Cebu Pacific’s in-flight games and too bad I didn’t get any of the prices. Hahaha! Anyway, the flight took us to Caticlan Airport in just less than an hour. We took a tricycle to the Jetty Port and we were on our way to Boracay Island.

We settled our bags in Tirol and Tirol Beach Resort and went to D’ Talipapa for Lunch. Haha!

Friday night was a party.

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Work seems to be getting ahead of me lately. It has been a struggle for me to keep up with a lot of deliverables at work, not to mention my “pasaway” reps. But I know everything’s still okay. Well, after a few weeks of me being tested on troubled waters I am now moved to the early graveyard shift. It has been almost 2 months that I’m on the morning shift and this come Tuesday I’ll be on the 5pm shift with a new team. I guess I’d be comfortable with my new team because they were my teammates.

Anyway, it has been exactly 2 weeks today that I quit smoking and I’m so proud with the progress I’ve made. Lol. I just hope I’ll get through this long enough that sooner I’ll despise cigarettes. Hehehe….

I’m kinda busy right now… so let me just share an image sent by one my coleagues. I’m sure this image is kinda old for some but this really made me laugh my heart out…

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