After countless applications, nerve-wracking interviews, and refreshing your email 100 times waiting for a job offer—CONGRATS! You finally got hired in a BPO!
Pero wait lang… reality check: Getting hired is just the beginning. Now, you have to survive your first 30 days—a crucial period where you’ll learn, adapt, and prove that you’re ready for this industry.
And let’s be real, the first month? It’s a rollercoaster.
So bago ka mag-overthink at tanungin ang sarili mong, “Tama bang tinanggap ko ‘to?”, let Yobi guide you through what to expect during your first month in the BPO industry. No sugarcoating, just real talk.
A LOT of introductions – Your trainers, fellow trainees, managers, and teammates. By the end of the week, baka ang naalala mo lang ay pangalan ng pinaka-maingay sa batch niyo.
Feeling lost sa bagong environment – Saan ang pantry? Paano gamitin ang CRM system? Anong oras ang breaks? Chill lang, matutunan mo rin lahat ‘yan.
More acronyms than you’ve ever seen in your life – KPI, QA, AHT, CSAT—parang algebra pero mas life-impacting.
The "Sino’ng uupo dito?" battle sa training room – First come, first served ang best seats!
Your first week is all about getting to know your new world. You’ll attend orientation sessions about company policies, expectations, and most importantly—how to survive your training period.
💡 Yobi’s Take:
Don’t be afraid to ask questions. Kung feeling mo hindi ka pa kasali sa convo dahil wala kang alam, that’s normal! Lahat ng tenured agents dumaan din sa pagiging clueless noong first week nila.
More in-depth product and process training – Dito mo na masusubukan ang comprehension skills mo.
Mock calls – Your first taste of handling customer interactions, pero controlled environment pa rin.
Irate customers (pero mock lang ‘to, don’t worry) – Kung akala mong smooth sailing lahat ng calls mo, think again.
"Pass or fail" moments – Mock calls and quizzes will determine kung ready ka nang sumalang sa live calls.
Your trainers will test your understanding through quizzes, role-playing, and mock calls. Ito na ang moment na feeling mo call center agent ka na talaga!
💡 Yobi’s Take:
Kung nagkamali ka sa mock calls, huwag kang ma-demotivate! Mas okay nang magkamali ngayon kaysa sa actual call. Take feedback seriously and improve with every attempt.
Shadowing experienced agents – You’ll listen in on live calls to observe real customer interactions.
Butterflies in your stomach – Normal ‘yan. Walang first call na hindi nakakakaba.
Your first real customer interaction – Sana mabait ang unang caller mo!
“What do I do?!” moment – May customer kang kausap pero may system na hindi mo alam gamitin… Breathe, may support system ka pa rin.
This is where training meets reality. You’ll finally handle actual calls, pero with guidance from your mentors. May naka-standby na team leads and coaches to assist you when needed.
💡 Yobi’s Take:
First calls are nerve-wracking, pero kahit ang best agents ngayon dumaan din sa kaba na ‘yan. The more calls you take, the more confident you’ll become.
Performance monitoring starts – Your KPIs (Key Performance Indicators) become real.
Coaching sessions – Prepare for constructive feedback—hindi para i-down ka, kundi para tulungan kang mag-improve.
Learning how to balance speed and quality – Hindi pwedeng sobrang tagal sa call, pero dapat accurate at efficient ka rin.
Getting to know your teammates – By this time, nakahanap ka na siguro ng BPO bestie mo.
By this time, you’re getting the hang of it. Calls feel more manageable, scripts feel natural, and you’re starting to trust yourself more. But this is also the time where pressure kicks in—metrics, expectations, and performance evaluations become serious challenges.
💡 Yobi’s Take:
Don’t stress too much about KPIs in your first month. The goal isn’t perfection—it’s progress. Listen to feedback, learn from mistakes, and find your own style sa handling calls.
The first month in a BPO job isn’t easy. You’ll feel lost, overwhelmed, and maybe even doubt yourself. Pero lahat ng successful BPO agents d’yan nagsimula.
Here’s what to remember:
Be patient with yourself. Lahat ng bago, mahirap sa simula.
Don’t be afraid to ask questions. Mas okay nang magtanong kaysa magkamali nang hindi mo alam.
Stay positive and absorb everything. Matuto sa mistakes at mag-improve every day.
Find a support system. May makikilala kang teammates na magiging kaibigan mo sa journey mo.
Survive the first 30 days, and you’ll see—one day, ikaw na ‘yung nagbibigay ng advice sa mga bagong hire.
Nandito ka na, kaya mo ‘to. Welcome to the BPO industry!
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