Chapter 2 – Hopeful

Mikheal…

"Finally, it's lunch time. Let's eat!", Paul announces to the entire team on the production floor. Paul is my best bud here at the office. We get hired at the same time when we applied.

At first, we were shy of each other because both of us are first timers. Like most contact centers, it will only take a day for your papers to be processed. At the end of the day, you would already know the result. We both exited the building smiling with contracts on our hands. The awkward feeling between us that day immediately vanished; we just looked at each other and laugh. We ate together on the pantry and talk. Since then, we're best bud.

"Dude, let's go. I'm starving.", Paul invited. I turn my computer off and followed him.

"What's for lunch, miss?", Paul ask the girl on the other side of the counter. This is the time when I control myself not to laugh. As call center representatives, we should communicate in English at all times. We even speak in English outside work even if it's no longer needed. Paul has this habit of asking the food servers what's for lunch even if it's obvious already. The servers will then tell it to us in English even if she is not fluent on it. I sometimes want to hit Paul on the head for doing this but you would just laugh at this when you know him.

"Give me one order of Adobow, two cups of rice and don't forget the sebaw ok.", I heard him tell the server then looked at me for my orders. I am still holding back my laugh at this moment so hard.

"Ate bigyan mo ako ng isang order ng monggo at isang cup of rice. Bigyan mo nadin ako ng isang saging panghimagas", I told the server in our language which gives me a smile saying, "thank you for understanding."

We sit on the table closest to the AC, it's just more relaxing on this spot.

"Do you really have to do that to her? Like all the time?", I asked Paul.

"I'm just joking. I just find her cute when she tries.", Paul smirked then take a spoon from his soup.

"So, where were you last night? You didn't come. We watched a movie.",

"Hmm, the usual, I went to this bar I always go to. You know I love that bar right. It helps me relax.", I replied while starting with my monggo.

Yesterday had been very hard for most of us. A new account had been opened and most of the agents were being trained for it, leaving some of us accepting calls. This had been going on for a week already and I don't know if I can still keep up with it.

"Relax? You're stressed? With what, work? Since when did you get stressed at work? You are Mikhael Alfonso, the agent of the month; most of the months actually. No one here does better at work than you do. No one had more numbers of commendation from supervisors than you. Then you'll say it helps you relax? Dude come on!", Paul said joking.

"What you should be thinking about is the incentive for being agent of the month again. What are going to do with it?", he continued and that made me think.

Every agent of the month is given an incentive depending on the rating received. It could be a gift certificate, freebies or leave with pay. But it's not the incentives that I am really thinking about and Paul notices the sudden change on my facial expression when the topic is brought up.

"I'm planning of something else about it Paul. It's still a plan so nothing is concrete yet.", I said defensively.

"And what is that?", Paul asked curiously.

I stared at him for a short while then smiled, "I will tell you the moment it's rolling.", I can see the disappointment on his face. I can't hold a laugh for his reaction. I really got him. He just kept eating his lunch while cursing me under his breath for hanging him like this.

It's not that I don't trust Paul. I just don't want to declare something yet if I am not sure that it would happen. It will really hurt me for sure if it does. I know Paul would understand. We went back to our stations after an hour and started war again at work.

Miss Cara is our team leader. She roams the floor and checks our stations for any concerns that need attention. She pats anyone at the back for commendation when an agent did something good with the callers. I've been waiting for her to come near my station so I could tell her the incentive I have in mind privately. When she is about 4 stations away, I raise my hand to be noticed. I put my call on hold for a short while when she comes.

"Yes, Mikhael, what do you need me for?", she asked politely.

"Sorry Miss Cara but this has nothing to do with my call right now. I'm just thinking if I can have a word with you after my shift to discuss about the incentive.", I asked her anxiously.

Putting the call on hold will increase an agent's call handling time. It is not good for an agent's record to have a long call handling time and not good for the team as well. I saw her eyes looked on my monitor and see the "hold" button active. This changes her pleasant face into something mean and serious.

"Sure, let's talk about it later. But for now, go back to your calls.", she said coldly and walked away to check on the other station.

She is fine. Most agents would see her as cold, heartless and mean person but when you get to know her you would say otherwise. She is loving, approachable and fun to be with. She just changes her skin when we're at work.

Luckily that afternoon, we can log out at 5.

"Dude, Marlon wants to chill. Are you down?", Paul asked while turning off his computer.

"Dude, I'll pass. I have a meeting with Miss Cara, seems important. I'll update you after. You go have some fun.", I replied. Though disappoint reveals on his face, he understands. We fist bump and he goes ahead with Marlon on the next row.

Miss Cara's cubicle is on the far end of the production floor, together with the other team leads. When I got there, I made a soft cough for her to notice me.

"Hi Mikhael, What brings you here. Please take a seat.", she gestured to the office chair in front, clearly forgetting about our brief talk on the floor earlier.

"Thank you Miss Cara.", I sit nervously. She stares at me smiling, waiting for me to talk. "Ah, it's about the incentives…"

"Oh, that! Congratulations by the way for a job well done, again! The team is very grateful that we have you with us. Keep up the good work.", she exclaimed.

"Thank you Miss Cara, I appreciate it.", I response happily.

"But, that is not why you are here correct?", she immediately cut me through.

"No, it's not",

She gave me a gesture to go on and she is listening.

"Miss Cara, I love our company.", I started. "This is my first job and this gave me a lot of help. I was able to provide for myself and my family. The company gave a lot of opportunities for me to grow as an agent and a person. That is why I am doing my very best every day in return."

Miss Cara leaned backward on her chair and crossed her arms on her chest.

"What I'm trying to say is..", a take a pause then breathe. "I'm thinking if it's possible for the company to grant me scholarship so I could go back to college.", I finished.

Miss Cara sat straight, elbows on the desk and looked at me.

"I have proven myself on this job. I am the agent of the month, not just this month. My CSAT scores are high.", I explained defensively. "The company is granting me rewards for these. Maybe I can apply for a scholarship grant instead of rewards? And I am hoping that you could help me.",

There was silence.

"You know that the company has stricter qualifications and screening for that right? And you are in this company for how long, a year and a half already?", she asked sternly.

There was a long pause before she continues.

"But, you never ceased to surprise me Mikhael." She gave me a comforting smile.

"I love your passion at work, your dedication to finish college and your spirit that is always alive. With those, you would definitely go far. Ok, this is what I'm going to do. I will communicate this to the heads, negotiate and let's see how they'll respond."

A burst of blood rushed into my brain upon hearing this. I was about to shout and jump off my seat if not only Miss Cara gestured me to keep myself together. I am so psyched!

"Mikhael, I am not assuring you of anything. I am just…"

"It's ok Miss Cara.", I interrupted her. "This is more than enough. Thank you very much for this.", with a teary eye, I did not helped myself and immediately gave her a hug. Surprised, she gave me a tap on the shoulder to let go.

After a million thanks, I head my way out of the production floor and into the elevator. And inside when no one is around, I shouted my heart out in happiness! My mom will be very happy when she hears this. I cannot wait to tell her.

For about 30 seconds that I'm in the elevator, I cannot help but see myself on the glass wall of it smiling. I am so blessed and loved by the people around me and I have a lot to be thankful for.

The elevator door opens and just as I step out of it I saw Paul sitting on the couch by the lobby.

"Hey dude, why are you here? Shouldn't you be with Marlon right now chilling?", I asked him.

"I decided not to go and wait for you instead.", Paul said.