SHAN CRUZ RIVERA BPO SCANDAL

Business Process Outsourcing (BPO) is one of the fastest growing industries in the world. In the Philippines, it is an emerging industry.  

BPO controlled $9 billion in 2010 contributing 5% of GDP.  At present, there are now more than 600,000 staff employed in the BPO sector, and the figures are estimated to go even higher in the coming months. 

Unfortunately there are just some customer service representatives who don't take their job seriously.

DISCLAIMER: This video don’t reflect the majority of Filipino call center agents.  Most of them are honorable and responsible customer service representatives.

                                                             A screenshot from the video

The guy on the video was the one who uploaded his own video on his Facebook account last December 16, 2011. That made him liable because the video is accessible to the public. Based on the video, he’s playing the security question of the client which is a serious offense according to some call center agents.

Here are some of the negative comments of this video:

“THIS IS ILLEGAL. NO ONE IS ALLOWED TO RECORD VIDEOS AND RECORD VOICE CALLS AND POST IT IN ANY SOCIAL NETWORKING SITE. CALLS ARE RECORDED FOR QUALITY AND FOR INTERNAL USE ONLY. THIS ACT IS TERMINABLE. YUNG MGA HINDI NAGWOWORK SA CALL CENTER AY HINDI SIGURO NAKAKATINDI NA EVERY AGENT SIGNED A NON-DISCLOSURE AGREEMENTS. IF UMABOT ITO SA CLIENTS FOR SURE MAG PUPULL OUT YUN ACCOUNT. AND PAG NAGSIMULANG MAG PULL OUT ANG ISA MAGSUSUNURAN NA YAN.” — arvieunderscore

“Unprofessional! you are disgrace to the BPO Industry, if you love your job and wanted to give excellent customer service, you should not do that at the first place, now stop laughing and start crying..your BPO career is OVER!” — khyziren27

“We started WNS here in the Philippines… We were 30 agents before but we never worked like this!!!! He can’t even enunciate and yet he had the guts to do this type of stuff… Shame on this… Banned this mutha f*cka!!! Thumbs up if you wanna Banned this stupid lowlife deep throating faggot in the industry of BPO for life!!!” — benedictsalvacion

“camera phone on the floor…nonsensical pathetic questions…making fun of the customer…very unprofessional…TERMINABLE OFFENSE/BANNED FROM ALL BPO… tsk tsk tsk dude you are the perfect definition of a PATHETIC LOSER =)

and by the way… disgrace as well sa lahi mo…habang binibigyan nila boy abunda at vice ganda ng magandang image ang kabaklaan e eto ka sinisira mo ang sarili mong lahi =)” — jdacerunlimited

“this infringes the callers privacy and this guy is a disgrace from the philippine call center industry. DISCLAIMER: this video doesn’t reflect the majority of filipino call center agents. we are honest and responsible customer service representatives. THUMBS UP IF YOU’RE A FILIPINO CALL CENTER AGENT WHO VALUES INTEGRITY” — iamadavaoena

These are some of the negative comments gained from this video. Having more than 24k views and 970 likes. There are some who requested to delete the video on Youtube but it’s too late, for sure, everyone has their own copies already.

Watch the full video of the Call Center Disgrace Shan Cruz Rivera below: