Sell me this pen, with questions


I’m soon celebrating 14 years in the industry of business process outsourcing, working mostly in contact centers. The thing is, I didn’t exactly start out as a call center agent, but it’s as if my teaching, business development, and operations management experience set the path for me to make a career out of “calling.” While I would usually kickstart a telemarketing campaign but work in the background later managing its after-sales operations, I’d immerse myself in sales that I’d barge agent calls like a hawk and work on spiels calibration as if it’s my quota, inculcating the idea that in order for each call interaction to be productive, the agent receiving or making the call must be in control. But how do you actually take control of a call? Continue reading “Sell me this pen, with questions”

Spontaneity at the Social Media Day 2014


If you were at the Social Media Day 2014 celebration last Saturday 28-June-2014, organized by TweetUpMNL and aptly hash-tagged #SMDay #BoomPH (short for best of online media in the Philippines) held at the Samsung Hall of SM Aura Premier, you must have seen me talk on stage about Instagram and the IGersManila community. Too bad, my presentation didn’t play (my batch of co-speakers’ as well) but it’s all good, as I think the audience appreciated the spontaneity (and our IGM-Selfie-Frame snapshot) even more. If you missed the event, here’s my presentation, and the video that partially played, collated and created by fellow IGersManila moderator Ed Calaycay. Photo above courtesy of @darthmao.

For more videos, subscribe to CCLozano and IGersManila on YouTube, thanks!

It feels good to do good, so what’s #YourMove?

Recently at IGersManila Philippines, we’ve been asking fellow Instagram’ers to a game of tag with #YourMove, the aim of which is not only to spread good vibes through mobile photography but to challenge and encourage the community to do good deeds and spread the word.

It’s actually easy to join this social campaign, all you have to do is: (1) Snap a photo or video of your good deed today; (2) Share your photo or video via Instagram and write about your good deed and add the hashtags #IGersManila #YourMove to your caption; (3) Tag your friends to do the same to keep the good vibes and good deeds rolling!

Continue reading “It feels good to do good, so what’s #YourMove?”

The king of the house

My kids would typically surprise me with a sketch-cum-gift, and this Father’s Day they added another personalized greeting card to my growing collection, this time crowning me with a kingly smirk. That’s enough to keep me proud and perhaps, regal. Work has kept me busy, but while I spend most waking hours at the office, I make sure that weekends are solely for the family, and I’m just happy my kids still consider me “the best dad.”

Cheers to all the royalties in the house–the whoawesome dads–around the world!

If you haven’t already, kiss and hug your father, daddy, papa, or tatay and tell him how much he is loved, make every day his special day!

Fishing the teams

After so many hiccups, due to venue availability and conflicts with schedules, this mid-June finally saw our company’s team building happening. It’s an event we’ve set months ahead, with weekly activities focused on the FISH! Philosophy that will culminate into an out-of-town overnight retreat of sorts, the highlight of which is the pool party and drinking sessions, accompanied by everyone’s favorite videoke machine. While I actually wanted to do as many exercises as time will permit, this time around I decided to just keep it simple and quick, so there will be more time spent for bonding.

Like other companies, especially those that are into the outsourcing business, we’ve been “team building” regularly or at least once a year. It sure felt more than a decade, and in the many years I’ve been in the call center industry, I’ve joined a variety of team building programs–from the remotest of venues with energy draining obstacle courses to the retreat houses with yawn-worthy, lecture-centered discussions–I still wouldn’t claim to be a veteran though, but taking advantage of my experience in teaching and training, especially theater in terms of group dynamics, I think this is something I can easily hack.

From the “porky adobo with eggs” activity–that’s our version of the open sesame game with a twist–to the more serious personality-perception-discussion I pegged as “change not change” capping the dynamics off with the shortened “colors exercise” I picked up from my theater acting days, which associates colors with emotions, encouraging participants to give up situations that trigger negative feelings.

Reminds me of that former accountant from an affiliate company who asked, without hiding her sarcasm, why we keep doing this team building. “Are you guys not that closely knit that you need to be constantly reminded via these costly resort trips?” This question is what actually convinced me that team building must be an essential part of our operations and I’m proud to have the lowest attrition rate, working with a bunch of crazy but funny and talented telesales and customer service professionals. Continue reading “Fishing the teams”

Whoawesome Mother’s Day morning!

Today’s Mother’s Day, and while I surprised my wife with a bouquet of flowers the night before, my wife and I got startled, almost jumping off the bed in panic early in the morning with the noise of our sliding doors opening (thought we’re being burglarized again!), only to find our son Kurt sneaking out to the kitchen, with us foiling what is supposed to be his surprise breakfast plans for his mom. It’s still dark and somewhat cold, Kurt asked his mom to go back to bed (and told her to pretend she’s just dreaming) and while I didn’t want my Sunday oversleeping habit interrupted, I decided to help Kurt prep up his breakfast surprise anyway, as he made me a strong coffee that absolutely shot my senses up, and our father-son bonding ensued with the messy mixing and flipping the almost-overcooked, imperfectly-shaped but delicious pancakes. Continue reading “Whoawesome Mother’s Day morning!”

Let’s meet up 18th of May to snap-filter-share the beautiful beach and golden sunset of Zambales!

Limited slots are available, so register now at IGERSMANILA.COM! This #wwim9 and #PhilippineInstameet #BeachInstameet event is open to all fellow Filipino Instagram’ers!