1:39:53
20260529 CDW (Communication is Your Superpower: Thriving in Global Careers) by Everise
PUP ARCDO TV
Overview
This video highlights the Polytechnic University of the Philippines (PUP) and its partnership with Everise, a global customer service company. It introduces Everise's commitment to employee well-being, diversity, and career growth, emphasizing that meaningful global careers are accessible within the Philippines. The session features insights from Everise's Senior Director of Talent Acquisition, Kate Santos, and Director for Talent Development, Vincent Cibayan, who share their personal career journeys and the importance of communication skills in thriving in the BPO industry. The event also includes interactive Q&A sessions and raffle draws.
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Chapters
- PUP is a government higher education institution established in 1904, with a rich history of evolving names and statuses.
- It offers globally competitive education with low tuition fees, aiming to be a leading national polytechnic university.
- PUP serves over 70,000 students across 22 branches, offering more than 80 programs and distance learning options.
- The university is committed to nation-building and poverty alleviation through quality, responsive, and relevant education.
Understanding the background and mission of PUP provides context for the partnership with Everise and highlights the institution's dedication to accessible, quality education for its students.
- Everise is a global leader in customer service transformation, employing 9,000 people in the Philippines and 28,000 worldwide.
- The company focuses on delivering customer happiness through every interaction, aiming to make the world a better place.
- Everise operates in various sectors, with a significant focus on healthcare (70% of programs), logistics, media, travel, financial services, and technology.
- The company has a global footprint with sites in North America, Latin America, Ireland, and Asia, including the Philippines, Singapore, and India.
This section introduces Everise as a potential employer, detailing its mission, scale, and diverse service offerings, which helps students understand the breadth of opportunities available.
Everise's corporate video visually depicts their mission of 'delivering happiness' by helping people find comfort and security through customer interactions.
- Everise emphasizes a 'people first' culture, valuing diversity, equity, and inclusion, evidenced by winning 'Best Companies to Work For' awards for seven consecutive years.
- The company promotes internal growth, with 80-90% of promotions going to homegrown talent.
- The employee lifecycle includes objective talent acquisition (70% automated), comprehensive training (product, nesting), and continuous champion development for career progression.
- Career paths are available in operations, IT, HR, and talent acquisition, supported by accelerator programs.
Understanding Everise's commitment to its employees and its structured approach to career development is crucial for students considering a career path within the company.
Vincent Cibayan shares his personal journey, starting as an agent and progressing to Director for Talent Development, illustrating the company's 'develop from within' philosophy.
- Communication is a vital 'superpower' for thriving in global careers, enabling connection across diverse cultures.
- Key communication skills include professional communication, active listening, respectful interaction, and conflict resolution.
- Filipinos' politeness is an asset, but directness and empathy are crucial for effective communication, especially in customer service.
- Fear of making mistakes or speaking English is common but can be overcome through training and practice, as Everise provides comprehensive support.
This chapter directly addresses the event's theme, explaining why strong communication skills are essential for success in an international business environment like the BPO industry.
Vincent Cibayan recounts his initial fear and struggles with communication on his first call center job, highlighting how training and practice helped him overcome these challenges.
- Both Kate Santos and Vincent Cibayan started in entry-level positions and built successful careers within the BPO industry, demonstrating upward mobility.
- Everise offers various roles beyond customer service agents, including training, instructional design, talent acquisition, and leadership positions.
- The company is actively hiring for its Ortigas, Araneta, and Cavite sites, offering opportunities for both experienced professionals and fresh graduates.
- Everise is open to internships and OJT programs, aiming to credit work hours towards academic requirements.
Hearing about real career paths and current hiring needs from Everise leaders provides tangible examples and encourages students to explore opportunities within the company.
Kate Santos shares her 17-year career in the BPO space, starting as a customer service representative and now overseeing hiring operations as Senior Director of Talent Acquisition.
Key takeaways
- Global careers are accessible from the Philippines, offering meaningful work and opportunities for growth without needing to relocate.
- Everise fosters a supportive, people-first culture that prioritizes employee development, diversity, and well-being, as evidenced by multiple awards.
- Effective communication, including empathy and active listening, is a critical skill for success in any career, especially in customer-facing global roles.
- The BPO industry offers diverse career paths beyond agent roles, with significant opportunities for advancement through continuous learning and skill development.
- Willingness to learn and adapt is more important than specific course backgrounds for many roles at Everise, as the company provides comprehensive training.
- Personal career journeys, like those of Kate Santos and Vincent Cibayan, demonstrate that dedication and hard work can lead to significant professional success in the BPO sector.
- Showing up consistently, nurturing professional relationships, and actively communicating one's goals are fundamental to career growth.
Key terms
Polytechnic University of the Philippines (PUP)EveriseCustomer HappinessBusiness Process Outsourcing (BPO)Talent AcquisitionTalent DevelopmentInstructional DesignLearning TechnologiesDiversity, Equity, and Inclusion (DEI)Global CareersCommunication SkillsActive ListeningEmpathy
Test your understanding
- How does Everise's 'people first' culture translate into tangible benefits for its employees?
- What are the key communication skills that Vincent Cibayan emphasizes as essential for thriving in global careers, and why are they important?
- Describe the typical employee lifecycle at Everise, from recruitment to career development.
- Why is it important for students and graduates to understand the mission and history of institutions like PUP when considering future career paths?
- How can individuals leverage opportunities within companies like Everise to build a successful career, even if their academic background is not directly related to the industry?