I N T ERV I EW C O N TA C T S ERV I C E C O M P U TER

I C T- 1 0
THE INTERVIEW

KHIEL MITCHIE GRAPANI JOHN JESTER AQUINO

Part 1: The Interview
 P a ns c
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2:
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Transcription is the process of

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Transcription converts speech to
converting spoken language into
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written text, and it plays a

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legal records, healthcare
crucial role in various industries.
documentation, media
It helps in legal documentation,
accessibility, content creation,
healthcare records, media
and administrative tasks,
accessibility, content creation,
facilitating accurate
and administrative tasks,
communication and information
ensuring accurate records and
management.
effective communication.
 THE TRANSCRIPTION
-Describe the natre of your job. How long have you been employed?

"So, if I'm going to describe the nature of my work, it's really satisfying because all of this type
of job. I was able to meet a lot of people, so I've already published communication with them."
 THE TRANSCRIPTION
-When at work, with whom do you communicate most often?

"When at work, I most often communicate with my clients, since I am in the sales department. So,
most often, their concerns are about credit cards, and they also ask for assistance in terms of sales
in properties.
 THE TRANSCRIPTION
-Which communication pathway do you usually use to communicate with your
supervisor? co-workers? costumers/clients?

"Usually, we receive calls from our clients, our customers. But if there is a case that we can't handle,
we'll give it to our supervisor. That's our protocol, the pathway we usually use to communicate with
our supervisors and customers."
 THE TRANSCRIPTION
-Were there instances that you had difficulty understanding your costumer? your supervisor?

"Yes, in my five years in this industry, I've already experienced a lot of difficulties,
especially when talking with my clients. They speak so fast, use highfalutin words, which we
basically don't understand. So, we have terms to describe difficulty in understanding. In our
manner of receiving these calls, especially if the client is really irritating, especially when
clients are really annoying, we give the call to our supervisors, and they take the calls."
 THE TRANSCRIPTION
-What pieces of advise can you give to a student like me who aspire to be a contact service
provider like you?

"As an aspirant in this kind of job, or contact service provider, all you have to do is open your mind by
thinking of the possibilities that customer service can give you. So, all you have to do is stay healthy
because for me, health is wealth. Also, you have to communicate well, especially by practicing
communication skills. It's really important to have at least basic knowledge. And of course, lastly, having
determination. You can expect a lot of problems and many things that you might experience in this
industry, especially the culture that we, Filipinos, have."
 Pa r
t 3:
Ref T h e
le ct
i on
 "Instance"
Some instances that we encountered

•Unclear Pronunciations

•Fast Talking

•Using "Uhm" and "Uhh"

 "Reason"
Posible Reason of the instances

•They might not speak clearly because they lack confidence or struggle with
certain sounds.

•They talk too quickly, often due to nervousness or time pressure.

•They use these filler words when uncertain about a response, making
conversations less smooth.
 "Resolution"
How i resolve the Instances

•Ask them to practice speaking slowly and clearly during their free time. Listening to how native
speakers pronounce words online can help them improve.

•Suggest they consciously slow down their speech and use pauses between sentences. This can be
practiced in everyday conversations.

•Suggest they pause briefly and then respond. Encourage them to use phrases like "I'll check on that for
you" to maintain professionalism in their conversations.