SCRIPT

Grechen: Good morning. I’m here to apply for a job as a call center agent.
Berline: Good morning. Please sit down and give me your requirements. Well, it looks like you are
qualified enough.
Grechen: When can I start ma’am?
Berline: Let me first take you to a tour in our facilities.
Grechen: Ok.
Berline: Ito ang aming mga workstations. This is where you will be spending most of your time.
Grechen. Oh, I like it.
(Call Center agents talk)
Allenie: Thank you for calling. This is Allenie Kate Lexel. May I have your name please? Thank you for
that information Ms. Edel. How Can I help you today?
Jeg: Thank you for calling, this is Jeg. How can I help you? Well, that’s great! Have you ever heard of our
volume package?
Vincent: The purpose of my brief call is to thank you for being our customer, and I would like to ask a
few quick questions about your television preferences.
Lay: Ok. There are a few things that I need to let you know. In the future if you switch or remove any of
your channel or packages, there may be a $5 dollar transaction fee.
Lou Vitta: Alright, let me help you with that. May I ask if you have tried ordering this through your
remote control? Yes, you can do that for no extra cost.
Glaiza: And while we still have you on the phone, you might want to consider in setting up your account
or automatic payment system. So we can avoid late charges and service interruptions in the
future.
Grechen: Excited na ako magstart.
Berline: That’s good to know. Magtrain ka na tomorrow. So be here in the morning.
(The next day..)
Grechen: Good morning. I’m here for my training.
Glaiza: Hello. Let me first teach you the basics in being a call center agent.
Lay: Glaiza, maya na yan. Magbreak muna tayo. We only have a few minutes.
Jeg: Oo nga. I feel stressed already. Bakit ganito lang ang break time natin? Diba Allenie?
Allenie: I don’t know.
Vincent: Ikaw talaga Allenie. Mahiyain ka masyado.
Allenie: Hindi ui.
Lou Vitta: Hindi ako makasama sa merienda. Ramadan na kasi.
Glaiza: As you can see Grechen, we are all diverse here.
(After a few months…)
Berline: Congratulations Ms. Murillo. You just got a promotion.
Grechen: Really?
Berline: Yes. You are now the supervisor of this agency.
Grechen: Thank you Ma’am. I won’t disappoint you.
(Grechen went to her co-workers)
Grechen: I got promoted!
Glaiza: Congratulations Grechen! Let’s throw a party.
Lay: Ako bahala sa food.
Lou Vitta: Makasabay na ako. Tapos na ang Ramadan.
Vincent: Ok.
Jeg: Bakit ang init init ng ulo mo ngayon Vincent?
Vincent: I feel stressed already.
Jeg: Stressed? Mas stressed ako.
Lou Vitta: Are you really ok?
Vincent: Bakit si Grechen? Bakit siya ang na promote?
Glaiza: Ang galling ng performance ni Grechen. She is very impressive.
Vincent: Ako dapat. Magaling naman ako at mas matagal pa ako dito. Mas maka-handle pa ako ng
pressure.
Grechen: Bakit? Dahil lalake ka?
Vincent: Yes.
(Manager enters.. )
Berline: Anon tong ingay? What are you debating about?
Grechen: Ma’am, dapat si Vincent daw po ang na promote.
Berline: Bakit naman?
Vincent: I believe that can men handle more pressure than women. Mas matagal rin po ako ditto
ma’am.
Berline: Yes, pero it all depends on your performance. Grechen did an excellent job these past months.
Grechen: Do you not believe in gender equality?
Vincent: (reflects..) I’m sorry, Grechen. Ma’am, I apologize.
Berline: That’s okay.
Grechen: Now you know.
(The next day…)
Jeg: Yes Ms. Kate. I can’t hear you well Ma’am… Please lower down your voice. I’m sorry ma’am but
what you are asking is impossible. Don’t say bad words ma’am. Ok. Thank you for –‘
Lou Vitta: Break time na! Let’s eat, Jeg.
Lay: Come on Jeg. Mainit naman ang ulo mo?
Jeg: Don’t talk to me. Wala ako sa mood.
Vincent: Another one of those callers?
Lou Vitta: Wag mo masyadong isipin.
Glaiza: Yes Jeg. Stay calm.
Jeg: I don’t care! Mainit ulo ko. I’ll stay here. Di ako magkain. I’m so stressed out!!
Grechen: What’s happening here?
Jeg: Ma’am, I quit!
Grechen: Stay calm. We’ll talk about that later.
(In the manager’s office)
Grechen: May isang employee tayo ma’am. Mainitin ang ulo.a
Berline: Si Jeg? Let’s observe her for a while and the others before we take any actions.
Grechen: I think we should start assessing our employees.
Berline: That’s a great idea. Recently, they have not been efficient.
Grechen: I’ll prepare the tests for tomorrow.
(Tomorrow)
Berline: Good morning everyone.
Grechen: We would like to conduct a test to assess your mental abilities and personality.
Berline: Is that ok?
Everyone: Yes.
Berline: We would also like you to take these survey questionnaires to help us know what to improve.
(After a few minutes)
Grechen: Thank you for your participation.
Berline: Please go back to your work.
(In the office…)
Berline: Grechen, dito na pala ang mga test results.
Grechen: Ok. Let us analysis them.
Berline: Grechen, marami pala sa mga employee natin ang body-kinesthetic.
Grechen: Really? How interesting. Marami rin sa atin dito ang madali lang ma-stress.
Berline: Suprising. We should do something about this.
Grechen: There are a lot of things that we do not know of our employees.
Berline: There is even one here who has a low EQ.
Grechen: We definitely act now to save and improve the business.
(After a few weeks..)
Lay: Aren’t we thankful that we have our own lockers?
Vincent: We even have an entertainment room.
Glaiza: Humaba na rin ang break time natin.
Jeg: Hay salamat! I can work properly and efficiently. I’m beginning to love my job. Wala na masyadong
stress.
Allenie: Oo nga! Hehehe. I’m so happy. I would love to work here for a long time.
Lou Vitta: (Whispers to Glaiza) Ang EQ ni allenie, mukhang nag improve. Hindi na siya masyadong shy.
Glaiza: That’s because our manager and supervisor are observing our organization. They are doing
something to improve this business.
Lou Vitta: They have become very skilled in their profession.