LA time zone
Phoenix Arizona is in the Mountain Standard Time Zone.
Arizona does not follow the practice of Daylight Savings Time.
,Los Angeles California is in the Pacific Time Zone and does practice Daylight Savings Time.
,During the Spring, Summer and late Fall and Winter months.
California advances their clock one hour making it the same time as Arizona.
10am philippine Time to us Time
When I finished college in 2003, the BPO industry was nascent, and I knew no one who was in it at the time.
Over 90% of my batch mates went into traditional professions -- systems analysts, marketing, manufacturing, sales, etc -- as we had been programmed to think.
I too had in mind getting into the office at 9 in the morning, starting with a cup of coffee and working till 1pm.
Have lunch in a nice restaurant, and then work from 2:30sh till 6pm, and then cap the day off with a few beers at one of the bars in the business districts.
,Hunting for jobs, I quickly realized that entry level positions didnt pay a living wage, which I defined as making sufficient enough to enable a middle class lifestyle.
At the time, most of these jobs offered around Php8000.
00 a month, or under Usd200.
My folks covered rent and food and utilities, not unlike many Filipino families, as I lived with my brother and sister at the time.
Unlike many Filipino families however, that is where the financial assistance stopped.
I am grateful for both.
BPOs pay some of best salaries in the market, with a low barrier to entry.
However, most of them do not offer many benefits local corporations provide such as car loans, housing loans, generous medical coverage, etc.
, for good reason.
Turnover can easily reach 50% in some BPOs.
,For my first job, I joined what was the largest BPO in the country at the time, providing tech support to MSN dial-up subscribers in the US.
My day started at 4 or 5pm when I woke up, and got into the office before 8pm local time, which is 8am Eastern time in the US (or 9am, if DST).
Id work till 5am and then leave for home around 5:30am.
,It can be initially depressing to be heading into the office when it seems that nearly everybody else was going home.
And when you get off at the end of your shift, all grungy and tired, everyone is fresh and energized.
You eventually get used to it.
Or you get out.
,In many cases, your rest days are during the weekdays, or worse, split such as on Tuesdays and Thursdays.
The best BPO accounts are those that dont have weekend work, and are have morning shift hours (starting between 5 and 10am), or those that are mid shift (typically starting between 2 and 5pm).
Accordingly, one of the big drawbacks is that you disconnect from your friends and families to some extent as birthdays, get-togethers, and other gatherings are sheduled with the schedules of traditional working people in mind.
,When you do meet up with them, you find that you live in different worlds as ypur business and your customers are not within the local context.
Your fellow BPO colleagues become your closest friends and hangout buddies.
,On the plus side, you get accustomed to first rate expectations globally.
Supporting top tier companies like Google, Microsoft, JP Morgan, HP, Shell, Thompson Reuters, Accenture, etc, whether in-house or through an outsourcing firm, will expose one to the cutting edge of customer service, operations management, change management, leadership, etc.
This may lead to frustrations when dealing with local organizations as some of the standards acceptable in the local environment is not typically at the level of the worlds top companies.
And for good reason too.
There is no need to optimize operations in some of these areas.
,I quit quit a few months into it as I couldnt take what I thought was/is the almost inhuman level of monitoring.
Your attendance, breaks and lunch is timed to the minute.
AHT, or acerage handling time is measured in seconds.
ACW, or after call work is similarly measured in seconds.
These and many more constitute ones utilization rate, typically set with very tight thresholds.
Variances from these targets, and others such as quality, customer satisfaction, sales are closely monitored and addressed.
I was too green to appreciate the various forces at play, particularly the tension between the logic of work and its fit for the peculiarities of human beings.
,I moved to another BPO, again within tech suppport supportig SBC-Yahoo (now AT&T if Im not mistaken), but got burned out 15 months in.
This is a common phenomenon as taking in calls can get highly routine and dealing with irate customers.
I also drank atleast 3 times or more a week.
,When I moved to my current company, I was still an agent (the entry level position) but resolved to work on my career.
I slowly reduced my drinking habits and used the develoment tools to aid my growth.
,The level of skill in areas such as leadership, coaching, motivating people, group dynamics, conflict resolution, teamwork, etc are much, much higher in BPOs than what obtains in most other industries.
This is because BPOs are commercial operations where businesses are won or lost if specific performance targets are met or not met.
Consider the typical in-house HR, or payroll, or IT, or Sales departments.
If they consistently miss targets, the worse that will happen is the head/s of that department lose their jobs, and may be some of their staff.
In the contracts a company signs with an outsourcing firm, there are specific targets that when missed will result into termination of contract, and the sending firm can go find another outsourcer who has the reputation and pedigree to meet the expected targets.
BPOs demonstrate the effectiveness of the free market to raise quality.
,Another difference between BPOs and traditional firms in the Philippines is diversity and inclusion.
There are more open folks of LGBT persuasion in BPOs than in traditional employment.
There is still discrimination but the environment is much more tolerant.
Additionally, many local firms have glass ceilings, openly require tenure for promotion, treat superiors like gods (because its not shocking to anyone when they exercise their power over bonuses, salary, perks).
In BPOs, gormal qualifications are not typically a bar to employment and promotions.
Relevant experience and results will win over qualifications, afterall the BPOs are filled up with an eclectic mix of people.
In the decade that I have been in the industry, I have worked with:n,Former taxi drivers,Former bus drivers,Nurses,Geologists,Accountants,Engineers (chemical, mehanical, civil),Former showbiz ,Programmers,Professors,Auditors,Musicians,Medical technologists,Mathematicians,Writers,Business owners,Rich people,Poor people,High school graduates,Americans,Russians,Australians,Indians,Malaysians,British,Germans,French,Chinese (of different ethnicities),Greek,Spanish,And many more,nLots of industries have grown to support the BPOs.
In many BPO locations, dozens of 24-hr bars and restaurants are available, and it is not common to see people drinking at 8 or 9am in the morning.
,Traditional working society used to look down on BPO employees, so much so that many BPO workers would say they are only doing it for the meantime.
The objective was to earn some cash and then go find traditional jobs.
Today, I personally have only heard it about 3 times in the past 5 years.
In fact, in many BPO firms, a new generation of employees are from the top schools in the Philippines, i.
Ateneo, De La Salle University, and University of the Philippines.
n,,At this stage of my career, I work UK hours, 3pm to 12mn local, but sometimes come in a bit earlier or later to support my teams that do HK or US hours.
I have weekends off, but work on local holidays, unless I deliberately take a leave.
Speaking of holidays, it can get depressing at times when you have work and most people enjoy the festivities.
I have worked several times on Christmas eve, Christmas day, New Years ee and New Years day.
,As I mentioned earlier in this answer, benefits are on the lean side, but gross pay and bonus is definitely better than what I could get in local employment, except of course I happen on the few jobs that actually pay really good.
Incidentally, I work for the in-house offshoring unit of a global bank that has domestic presence and the equivalent of my grade in the local bank is typically around 5-10 years older, and earns 40% lower.
But They enjoy fantastic mortgage, car, and personal loan rates.
,It all balances out in the end, but someone with an global mindset would find BPO employment rewarding.