Republic of the Philippines

Laguna State Polytechnic University

Province of Laguna

College of Business Management and Accountancy

Narrative Report

On the Job Training

Submitted by:

Capina, Louis Nicole P.

4-BA4

Submitted to:

Jeffrey Ayala

OJT Teacher-in-Charge
 TABLE OF CONTENTS

I. Introduction …………………………………………………..……………..… 1

II. Company Profile………………..……………………………………………..... 2

 History…………………………………………………………………... 2

 Corporate Objective, Mission, Vision, and Value…….……………… 3

 Organizational Chart…………………………………………………... 5

III. Narrative Report………………………….…………………………………….. 6

 Daily Accomplishment Report................................................................ 6

 Learning and Insight…………………………………………………… 18

 Conclusions……………………………………………………………… 19

IV. Appendices

 Evaluation Sheet

 Certificate of On-the-Job Training

 Pictures
I. Introduction

Internship or on the job training is one way by which we students are given an

opportunity to apply the theories and computations that we have learned from school. It also

helps us to obtain applicable knowledge and skills by performing in actual work setting. Colleges

and universities require their students to undergo such training within a specific number of hours

as part of the curriculum.

For us students, an OJT or internship program provides opportunities to go through the

actual methodologies of a specific job using the real tools, equipment, and documents. In effect,

the work place becomes a development venue for us student trainee to learn more about our

chosen field and practice what we have learn from academy. On the other hand, a valuable OJT

program also profits the companies who accept trainees. First OJT or intern provides extra

manpower for a less significant labor cost than a regular employee. Most of them are all eager to

learn the ropes so chances are high that they’ll be given a chance to work on the same company

as an employee after graduating.

Employers can use this internship strategy as method in recruiting employees. Since the

trainer or supervisor can follow the trainees’ progress, he can gauge based on performance,

behavior and attitude if the trainee will make good recruit after the completion of his internship.

We trainees can bring fresh ideas into the organization. Given the opportunity to converse our

minds freely and without fear, we may be able to contribute significantly in brainstorming

sessions or research and eventually help improve the organizations productivity.

 While training the interns, employers are in fact also teach their employees to guide the

trainees by stretching their patience, develop teaching skills and make them more sensitive to the

needs and mind set of the younger generation. The course of supervision also teaches them how

to share what they know and be receptive to questions. Hence, the internship also becomes an

avenue in training for future managers of the company.

II. Company Profile

HISTORY OF THE COMPANY

Since 1990, The Results Companies (TRC) has experienced phenomenal success. As a

business processing outsourcing services provider namely managing and operating high

performing call centers, we’ve been adding Partners and implementing award-winning customer

management solutions for over 20 years. By offering tangible evidence of our value, we’ve

proven that Results possesses a successful company culture in which current Partner referrals

continue to be our strongest marketing strategy

The Philippines being the third largest English speaking country in the world coupled with

the strong support provided by the Filipino government has facilitated the growth and expansion

of the contact center and business process outsourcing industry. In 2009, Results Manila Inc was

established to support TRC’s growing portfolio of Partners with a competitive offshore business

solution.

The Results Companies is a successful Customer Experience leader on the move. In 2014

and 2015, Results Manila Inc was named the "Best Voice Excellence Company" in the
Philippines by ICT International Awards and TRC was listed Inc. Magazine’s 5000 Fastest

Growing companies in the U.S.,

Award winning solutions are the hallmark of Results' Partnership approach delivering

innovative contact center outsourcing services for companies spanning all verticals including

Healthcare, Travel & Entertainment, Telecommunications, Education, Financial Services, Retail

Cable/MSO and Energy. With over 20,000 employees in 28 locations, Results is able to offer

domestic, near shore and far shore solutions. Driving success through Analytic Hiring, Real-

Time Data Analytics, State-of-the-Art Technology and centered around Operational Excellence

focused on Continuous Improvement ensures that every customer touch is delivered to the

highest degree. Visit us at TheResultsCompanies.com and peruse our library of case studies and

industry insights to learn more about why Results is one of the fastest growing Customer

Experience companies in the world.

COMPANY MISSION, VISION, AND VALUES

Corporate Objective

At The Results Companies, we expect more of ourselves. We make it our personal mission to

be and do our very best. And we never settle. When we tell you to expect greater, we mean it.

We tend to win all, lose none

Mission Statement

As a premier customer experience provider, The Results Companies is singularly focused

on providing innovative and customer-centric solutions that connect our Partners and their

customers with exceptional and inspirational experiences. We support this mission through an
"expect greater" promise that drives our culture and commitment as global organization to

enhance the communities in which we work and live.

Vision Statement

Our vision is to be THE premier global customer experience provider for Fortune 500

companies; to become the benchmark for brand advocacy and service excellence and the

transparent provider of choice for customers around the world.

Driven by our "expect greater" commitment to our customer and communities, we aspire to

exceed expectations through the brilliance and unyielding passion of our people.

Value Statement

To establish The Results Companies as the premier global customer experience provider while

remaining committed to our core principles:

• Deliver "Expect Greater" Experiences to Our Customers, Partners and Colleagues

• Provide a Great Work Environment Supporting Colleague Empowerment, Growth and

Teamwork

• Contribute Positively to Our Communities

• Embrace Change as an Opportunity

• Empower Our Employees to Make a Difference

• Encourage Innovation and Creativity to Drive Efficiency

• Build a Culture Focused on Open and Honest Relationships, Positivity and Family Spirit
• Embrace Diversity and Celebrate our Differences

• Enjoy the Journey to Success – Have Fun and Laugh Often

Organizational Chart

THE RESULTS COMPANIES

H&R Block Department

Robert Rapp
Chairman and Founder

Alec Brecker Angelo Gencarelli Aaron Fender Lori Brown

President and CEO CFD CDO Chief Experience Officer

Marc Florendo
Senior Operation Manager

Diane Mae Suizo

Operation Manager

Mark Ian Gerona

Trainer 1

Allan Agpawa
Production
Supervisor/Trainer 2
III. Narrative Report

DAILY ACCOMPLISHMENT REPORT

DAILY WORK ACTIVITIES

WEEK 1

Daily Date Daily No. of Working

Accomplishment Hours

Monday Januray 28,2019 Gateway Program 8

Tuesday January 29,2019 Training 8

Wednesday January 30,2019 Gateway 8

Certification

Thursday January 31,2019 Site Tour/Training 8

Friday February 1,2019 Foundation 8

Training

Total No. of Hours 40

 WEEK 2

Daily Date Daily No. of Working

Accomplishment Hours

Monday Training 8
February 04,2019

Tuesday February 05,2019 Training/ 8

Knowledge Check

February 06,2019 Training/ 8

Wednesday Knowledge Check

Thursday February 07,2019 Training/ 8

Knowledge Check

Friday February 08,2019 Training/ 8

Knowledge Check

Saturday February 09,2019 Training/Knowledg 8

e Check

Total no. of Hours

48
 WEEK 3

Daily Date Daily No. of Working

Accomplishment Hours

Monday February 11, 2019 Training/ Knowledge 8

Check

Tuesday February 12, 2019 Training/ Knowledge 8

Check

Wednesday February 13, 2019 Training/ Knowledge 8

Check

Thursday February 14, 2019 Training/ Knowledge 8

Check

Friday February 15,2019 Training/ Knowledge 8

Check

Total No. of Hours 40

WEEK 4
 Daily Date Daily No. of
Accomplishment Working
Hours

Tuesday February 19, 2019 Taking Calls 8

Wednesday February 20, 2019 Taking Calls 8

Thursday February 21, 2019 Taking Calls 8

Friday February 22, 2019 Taking Calls 8

Saturday February 23,2019 Taking Calls 8

Total No. of Hours 40

WEEK 5
 Daily Date Daily No. of
Accomplishment Working
Hours

Tuesday February 26, 2019 Taking Calls 10

Wednesday February 27, 2019 Taking Calls 8

Thursday February 28, 2019 Taking Calls 8

Friday March 01, 2019 Taking Calls 8

Saturday March 02, 2019 Taking Calls

8

Total No. of Hours 42

 This is the accomplishment report. The charts above show the things that were done per

day. At first it was more on trainings but after that I took calls almost of OJT. It gets more

exciting each day. Different people and different attitude made me more inspired.

Learning and Insight

As I’ve already accomplished my On the Job training, I have learned that BPO Company

is one of the highest paying industries, to be specific; it is the call center industry the one I was

pertaining to. I've also learned that The Results Companies (where I rendered 600 hours) is one

of the leading call center companies in the Philippines. This is the company I choose to be

trained, to enhance my skills, knowledge and explore other fields of working. I was assigned at

the operations site of the company wherein we are taking calls.

Typically, an inbound call center handles a considerable volume of calls at the same time,

screens and forwards calls to someone qualified to handle them and logs calls. An interactive

voice response (IVR) system will answer calls and utilize speech recognition technology to

either address customer queries with an automated message or route calls to the appropriate call

center agents or recipients via an automated call distributor.

Agents in an inbound call center may handle calls from current or potential customers

regarding accounts management, scheduling, technical support, and complaints, queries about

products or services, or intent to purchase from the company. In an outbound call center, an

agent makes calls on behalf of the company or client for tasks, including lead generation,

telemarketing, customer retention, fundraising, surveying, collecting debts or scheduling

appointments. To maximize efficiencies, calls are usually made with an automated dialer and

then transferred to an available agent via an IVR system once a connection with a person has

been made.

During my internship days. I have experienced dealing with irate people. I was told that

I’m stupid but of course we are already briefed that we should not take it personally and i know

myself as well that im not that kind of person. As I’ve undergone this internship program i can

say that i have learned how to deal with different kinds of people and how to put my feet in the

shoe of others. Giving empathy and giving them respect as well are the keys that will lead us to

the door of successful conversation.

Conclusions

First of all i therefore conclude that there's a lot of money at call center industry but you

will sacrifice a lot of sleep as well. There is much learning such as how to deal with different

kinds of people as how to emphasize with them. When I was a highchool student, I thought that

call center is not a good place to work with, but as I undergone my internship program at call

center industry, I therefore conclude that this industry is one of the places wherein I can develop

my communication skills and myself as well. Having interactions with clients and building

rapport with them are like building or creating a new circle experience.