Philippines’ BPO companies are now at risk because of a video flaunting the unprofessionalism of a call center agent towards his customer. Many were upset on the disgraceful act of Shan Cruz Rivera, an agent who currently works at a call center company The Resource Group, asking his customer ridiculous dumb questions.
In the said video, Shan intentionally made fun of the caller by asking the caller irrelevant questions in confirming the caller’s account through security questions; but instead of asking the caller the proper questions, he asks questions like: “How many bones do you have?”, “What is your favourite food?”, and “What is the biggest bird?”
I was a call center agent before and I know that it’s not appropriate to deal with your customer like what Shan did. It’s really disgusting and annoying on the part of the customer, and if I were the customer on the end, well, definitely, I’ll get irate, but the customer seems to control his temper and he even laugh in the conversation he had with Shan.
Shan’s video goes viral and has filled with negative comments, and as expectedly, many hates him. Even Direk Joey Reyes made his piece saying: So is this going to make us the CSR capital of the world?” (kagabi ko pa iniisip kung ipopost ko itong video matapos uminit ulo ko watching it, mukhang mas dapat ipost para di pamarisan, wag pamarisan ang unprofessionalism, ang masamang ugali at ang MALING ingles, seriously paano siya nakapasa?)”
One person named alexortigas requested: “Calling the attention of CCAP. This person should fired and blacklisted! This is an unprofessional act for a Customer Service Representative. If he hates his job, he should have resigned and enjoy his life outside the industry. I wonder what security measures does the BPO company implement on the floor. Cameras or phones are never allowed on the production floor.”
Another commented: “I absolutely abhor what this person is doing, but to those who are saying this is because he is gay, please pause for a second. His sexuality didn’t have anything to do with what he has done. Anybody, be it straight or gay, can commit such horrific act, so please stop being homophobic.
Going back to him, I hope he realizes that what he has done can jeopardize his entire career, and that it can have a detrimental effect to the whole Call center industry in the Philippines.”
The same video can also be seen in Shan Cruz Rivera’s facebook account as he personally uploaded the video entitled: “Call center (security questions) NALOKA SI CUSTOMER!”
Is Shan guilty about it? I don’t think so, because as according to him, as what he stated on his FB account (which currently not available, maybe because he deactivated it), he is highly educated, enterprising, and industrious. Contrary to what he flaunted in the said video, he further described himself as: Warm. Kind. Honest. Upbeat. Uncomplicated. Monogamous. Carnivorous. Friendly. Nerdy. Cheeky. Sporty. Bunny. “I work hard, study somewhat, cook well, drink fast, and talk a lot. Awkward nerdy type at times. I’m generally quiet when around new people but my shell breaks after a bit. I like to observe before I put myself into situations. I like to paint and to dance, eat absolutely anything that crosses my mind, shag thoroughly and at good length, kiss irrespective of location, and crack lewd jokes. I strongly dislike stupid, uncultured, dishonest, inefficient, disorganized and unreliable people.”
His video is greatly disgusting, and such a disgrace; not only to TRG BPO company he’s working on, but to all BPO company in the Philippines, to all Filipinos, and to his family. I just hope US state won’t stimulate the decision generally, in behalf of all the call center industry because of Shan’s unprofessional and unacceptable action. Shan must learn his lesson full enough.
Shan’s FB account (what his friends say about the video)
Call Center Disgrace Shan Cruz Rivera
Another Video of Shan Making Fun of a Caller