The Watch to Watch Out!

Suplado is the new sexy.This catchphrase is inscribed on the Suplado Watch, Stanley Chi’s exclusive timepiece from UniSilver Time. No, it’s not just some silly slogan. Or maybe it is – and therein lies its appeal.

Suplado Tips, Stanley Chi’s most recent book, has sold thousands of copies in less than three months. As the book continued to exceed expectations, corporate giant UniSilver Time knew better than to shrug it off as a mere fad. UniSilver Time came out with a watch that just might become as iconic as the book that inspired it: the Suplado Watch by Stanley Chi. The Suplado Watch is a digital timepiece available in black and white, with the tagline “Suplado is the new sexy” stamped on the strap.

To match the brazen humor of the timepiece, the ad poster shows local celebrity Iya Villania chasing after Stanley Chi, apparently made irresistible by his Suplado Watch.

The many retorts in Chi’s book, Suplado Tips, show off an unapologetic candor that is relatable yet funny, making suplado the new “it” thing. Being suplado (roughly translated as “standoffish”) has become an unorthodox trend in Philippine pop culture. It dares to stand on the edge of convention, a way to vent frustrations by walking away from what would have been a compromising situation, with one’s head still held high.

Because of the success of Suplado Tips, the country’s pop culture watch birds soon took notice. Spot.ph, a top online news provider in the Philippines, lauded Chi as an unconventional hottie. To quote, “Stanley's hot factor recently jumped from being simply nerdy college-boy crush to sexy hard-to-get hottie when he started dishing out Suplado Tips that apparently drive Pinays wild.” FHM, one of the country’s leading men’s magazines, also featured and depicted a few of the suplado tips from Chi’s book. Undeniably newsworthy, Chi’s iconic book was then featured in Yahoo! Philippines.

Chi’s suplado campaign is arguably the most sellable concept to grace the Philippine market this year. People who want a copy of Chi’s book often find themselves empty-handed; despite being available at all National Bookstore outlets nationwide, Suplado Tips is usually sold out. And if everybody starts wearing the Suplado watch, it will come as no surprise. 

As Chi says with pride, “Daig ng suplado ang gwapo(Suplado beats being handsome).” Owning a Suplado Watch is then a way for a suplado to show off without saying a word. Who knows? It may even have special powers to ward off bullies and other evil spirits. The Suplado Watch by Stanley Chi is now available at unisilvertime.com and all UniSilver Time stores nationwide. 

For more suplado stuff, visit http://www.stanleychi.net. 

* This article was written by fellow bloger Stef dela Cruz

Stellar opens new facility

Mr. Edmund Macaso, CEO of Stellar Philippines, Inc

Stellar Philippines, one of the country’s fastest-rising and progressive business process outsourcing (BPO) companies, opened its newest facility located in Quezon City.

The formal opening of the new Stellar Philippines facility at the 24^thFloor, MDC 100 Building, E. Rodriguez Jr. Avenue, Bagumbayan, Libis, Quezon City, one of the newest and most modern buildings in the area, is part of the company’s commitment to expand further its presence in the country and also serves as a strong testament to its successful operations for the past several years.

“Being in a new location has its challenges but we are confident that with Stellar’s management and operational philosophy, we can overcome these challenges and will help us push forward to more fruitful years for the company,” declares Mr. Edmundo Macaso, Chief Executive Officer of Stellar Philippines during the opening.

The decision to open its newest facility in one of the country’s most strategic BPO sites, the Eastwood City CyberPark, was very significant, Mr. Macaso said, since the location boasts of state-of-the-art power and telecommunications facilities, the two most important factors BPO locators look for to ensure seamless operations.

“Our former location in Cubao served us well in terms of awareness among those looking for a career in the BPO industry. Now, with this new location, we are convinced that we would be able to attract even more quality talents who are willing to be part of this burgeoning industry,” adds Mr. Macaso.

Aside from power and telecommunications, the new facility in Libis is also at the center of an area that provides all amenities and necessities of life like food, recreation, nature, fitness, entertainment, and other exciting features to provide the facility an even more conducive work environment.

In the Philippines, Stellar employs more than close to 2,000 agents in its  two facilities. For next year, Mr. Macaso said they plan to hire an additional  1,000 agents as part of its expansion.

“We value our people’s work that is why we made sure that with this new facility, the quality of work by our agents, their level of expertise and of course, the overall work culture of fun and excitement, remain intact. We pride ourselves for being the global experts in customer relationship and interaction management and in delivering excellent results, and we intend to keep it that way.”

The opening of the new Stellar Philippines facility saw the company’s top executives and management personnel in full attendance, and was even made more significant with the presence of its special guest, Undersecretary Cristino Panlilio of the Department of Trade and Industry (DTI) and other government officials.

Stellar is a leading global provider of call center and BPO solutions. It operates outsourcing centers around the world manned by more than 5,000 employees that collectively manage over 300 million customer interactions and 100 million transaction processes annually.

7 Habits of Highly Effective Call Center People

The call center industry is largely a tough place to survive in. Most find it hard to adjust with schedules, regulations and general demands of working in an organization where efficiency is vital and team work is essential to reach target goals.

In one interview I attended a few years ago, I was struck by a statement by the interviewing director which really summed up what a call center is. He said the industry is simply a "business of effective communications". It really made sense. We are in the business of talking, encouragement and team work. These are the 3 factors where my 7 Habits of Highly Effective Call Center People revolve around.

These 7 points I'm about to deliver below are not only applicable to a certain group of individuals within a call center organization but it encompasses everyone in order to be a cohesive unit that delivers results.

I. Comes to work everyday - As simple as it is, it is also the hardest thing to adhere to. Working in a call center, all people experience some form of stress and in varying degrees. It may sound funny to some people, but adhering to schedules yields a lot more positives than some people realize. Coming to work and being there for your co-workers and managers lightens the load of everybody concerned. It also gives everybody a chance to interact with one another, help and motivate each other. In the long run, this habit can boost camaraderie and teamwork while realizing that anybody can count on everybody to be there for support.

II. Enhances morale - Working as a team in a call center setting is like attending a support group. Ideally, Managers help everybody down to the agents, supervisors help managers and agents in one way or another, agents help managers, supervisors and each other in a complete circle where accessibility should be a direct line. Simple realization of this ideal situation should already be a morale-boost by itself. Actively enhancing confidence is an attribute not inherent to everybody. They say leadership by example is the way so this means in order to foster a supportive environment, leaders must show the way. Care for your employees translates to better service for your customers in return.

III. Resolves issues completely - Handling a leadership role in a call center setting occasionally involves pacifying noise. Noise is any internal or external factor that acts as a disruptive element affecting agent-customer interactions. As important as you regard each and every customer interaction to be concluded in a satisfactory manner, leaders also need to make sure they eliminate noise or at least keep it to a minimum level as much as possible while committing to resolve any pending issues in a timely manner. Satisfied employees translate to satisfied customers. It’s as simple as that.

IV. Always updated - The call center operations floor is an environment of ceaseless change. Most changes in policy and procedures come from the leaders and cascade to rank and file. Ensuring each and every soul is on the same page and checked for understanding eliminates the possibility of confusion that can possibly escalate to a bigger problem. To be an effective person on the ops floor means each and everybody will have to play an active role in making sure everyone is kept abreast with changes.

V. Sets goals and aspires - a major responsibility of a call center leader is to guide employees towards a clear and defined path towards a more meaningful and personally fulfilling endeavor. People that manage people need to aspire for a better future for their team members. In the same light, employees also set goals for themselves and aspire to be better in their chosen careers. Constant coaching, well-documented progress reports and personal awareness helps ensure everybody is in the right direction. Being aware that you have a goal and somebody is helping you reach it is one way to get the best obtainable performance from everybody.

VI. Participates, Cooperates and Suggests - all three are bunched in one concept because they fall under one key factor which is effective communications. Suggestions, participation and cooperation to resolve an issue are 3 things that are not only seen within team interactions but should also be seen within an agent-customer interaction. Encouraging creativity to solve problems within a working environment also fosters your front liners to be resourceful in their approach to solve customer issues. Many companies have gained more customers and retain existing ones because people who solve their customers' concerns have been innovative in their approach.

VII. Recognizes - getting recognition should always be part of any working environment. Sadly, this is not the reality we see in every office. You may find a group of people feeling left out and unappreciated. Though most would agree that credit should always be directed where it is due, failing to at least acknowledge a few, no matter how small their contribution is, breeds an attitude of indifference towards your goals and worse to customers. People are motivated in different ways. However, failing to recognize contributions can unravel a team working towards a goal. Small and/or occasional pats on the back wouldn't hurt. Celebrating small successes is a call center best practice that plays a major role in getting the best performance from everybody.

You may have noticed that the points I mentioned above all seem like they have one thing in common. In fact, you are correct. They all seem to have one common thing or share a common goal. This is precisely an analogy I want to include in this article. Like these 7 habits of highly effective call center people, everyone within a call center organization shares a common goal, should have the same things in mind and improves each other for better understanding. In a call center office, people interact with customers only as good as they interact with each other.