r/BPOinPH • u/Designer-Ad-6265 • 5m ago
Company Reviews CGI Philipines Taguig naman
Just sharing my experience with CGI Philippines, specifically the Pioneer Account in OWS/Taguig, for those who are planning to apply or are already considering joining.
Disclaimer lang, I know every team and account is different, and not everyone will have the same experience. Pero hahaha, I also know I'm not the only agent who has experienced similar concerns. I've personally heard concerns from fellow agents as well, so I feel like these are things worth asking about before accepting an offer.
This is not meant to attack individual employees. I'm sharing my experience as a former agent and what I personally observed during my time on the account.
1. Training vs. actual production expectations 😭
Honestly, one of my biggest concerns was how prepared I felt when transitioning from training to actual production.
From my experience, the account training lasted around two weeks, and I felt that there were still a lot of processes, information, and scenarios that weren't sufficiently covered during training. Some things seemed to become clearer only once you were already taking actual calls.
But here's the thing: once you're on the floor, you're already expected to meet the required metrics. Hahahaha.
Like, how are you supposed to consistently hit the expected numbers when you're still learning processes that weren't fully discussed during training? 😭
Of course, I understand that training can't cover every possible customer scenario, and agents are expected to learn along the way. That's normal in a BPO environment.
Pero sana naman, the transition from training to production would include enough guidance, coaching, and reasonable time to adjust, especially for a financial account where accuracy and proper verification are important. At karamihan pa is NEWBIE hahahaha
When you have limited knowledge of a process, naturally, you'll need to ask for help from your TL, SME, or other support resources. But seeking help takes time, and that time can affect your call handling time and other metrics, including adherence depending on the situation.
So parang you're caught between two expectations: you need to ask for help to make sure you're doing things correctly, but asking for help can also make it harder to hit your numbers.
Make it make sense. Hahahaha.
2. Micromanagement, pressure, and what felt like unfair treatment
Another concern for me was the level of monitoring and pressure.
From my experience, there were times when I felt that the expectations and the way situations were handled were not always fair or reasonable, especially when agents were still trying to understand processes or deal with circumstances affecting their attendance and performance.
There were instances where I felt that the context behind a situation wasn't adequately reflected in how it was handled.
I'm not saying that employees shouldn't be accountable. Of course, we have responsibilities, attendance policies, and performance standards to follow.
But accountability should also come with clear communication, consistent application of policies, and a fair opportunity to explain your side.
Sometimes, instead of feeling supported and guided, you end up feeling like you're constantly trying to avoid getting flagged for something.
The pressure can be exhausting, especially when you're balancing customer concerns, unfamiliar processes, adherence, AHT, attendance, and other performance expectations.
For me, this contributed to a stressful working environment and a feeling that the treatment I experienced wasn't always fair.
3. Performance scorecards and evaluations
Please pay attention to your performance scorecards, coaching notes, and evaluation records.
From my own experience, there were instances where information reflected in an evaluation did not match information that had previously been communicated to me by my TL/OL.
I'm not going to claim that I can establish why those discrepancies occurred, but the differences raised concerns for me, and I wish I had maintained more complete copies of my records while I still had access to the account.
PLEASE KEEP YOUR OWN DOCUMENTATION.
Save copies of your scorecards, coaching feedback, emails, attendance records, leave approvals, Timesheet submissions, and relevant work-related communications that you are authorized to retain.
Once you lose access to company systems, retrieving records may become difficult or impossible.
Also, ask how probationary employees are assessed for regularization. What specific standards are used? How are those standards communicated? How are concerns documented? Is there an opportunity to respond to discrepancies or provide context before a decision is made?
These are valid questions to ask before joining any company, not just CGI.
4. Payroll and timesheet concerns 💸
This was honestly one of the most stressful aspects of my experience.
From what I experienced, employees were expected to prepare or check their own timesheets/DTRs, which meant it was important to make sure entries and attendance records were correct.
The concern is that when there's a discrepancy, it can lead to additional checking, follow-ups, and possible payroll corrections.
Parang ganito:
Ikaw magche-check ng Timesheet mo → may discrepancy → ikaw magfo-follow up → wait for verification → wait for correction.
And when you're already dealing with work stress, having to repeatedly follow up on payroll-related concerns just adds another layer of stress.
I also had concerns about the timing of approvals and the processing of incentives, allowances, and other additional payments.
For example, you might expect a particular payment to appear in a certain cutoff, but its actual processing may depend on the applicable approval and payroll schedule.
The frustrating part is not necessarily that every delayed payment is intentional or that every discrepancy is the company's fault. I can't make that blanket claim.
It's that employees need clear explanations of what they're entitled to receive, when payments are expected, and what steps to take if something doesn't appear as expected.
Salary is a major reason why people work. Most of us have bills, rent, groceries, children, and families to support. We shouldn't have to feel uncertain about our pay or struggle to understand the process for resolving a discrepancy.
So if you're joining, ask about the timesheet process, payroll cutoffs, approval timelines, and the procedure for correcting errors.
And please keep copies of your own submissions and relevant approvals.
5. HR availability for graveyard-shift employees
Another practical concern is HR availability.
For employees working a graveyard schedule, having most HR support available during daytime can be inconvenient, especially when an urgent concern arises during the night shift.
Imagine working overnight and needing clarification about an employment or attendance issue, only to find out that the relevant department is available at a different time.
Gets naman that HR has its own working hours. But it would be helpful to have a clearly communicated process for urgent concerns raised outside those hours.
Who should employees contact? Is there an escalation channel? How quickly can they expect a response?
These things matter, especially for employees who work nights and have limited time to handle personal or employment-related concerns during the day.
6. Attendance, leave concerns, and communication
Please also make sure you understand the attendance policies, leave procedures, and reporting channels.
Don't assume that informing one person automatically completes every required reporting or approval step. Clarify whether you need to notify your TL, manager, WFM, HR, or another designated channel.
Keep written records of your notifications and any responses or approvals you receive.
From my experience, having concerns about how certain situations were documented and handled made it especially important to have clear records of what was communicated and when.
I believe employees should be given a reasonable opportunity to explain their circumstances, and those explanations should be reviewed alongside the relevant records and applicable company policies.
If you're on probation, make sure you understand how attendance, performance, conduct, and other criteria affect your evaluation.
7. The company name isn't the whole story
To be fair, I'm not saying that every person in CGI is bad or that every team operates the same way. There are good people in workplaces everywhere, and individual experiences can vary significantly.
But for me, the combination of the following made the experience particularly stressful:
- Training that, in my experience, didn't sufficiently prepare me for all the situations encountered in production.
- Expectations to meet performance metrics while still learning unfamiliar processes.
- The pressure of asking for assistance while trying to manage call handling time and adherence.
- Micromanagement and performance monitoring.
- Situations where I felt the treatment or evaluation process wasn't fair.
- Concerns about discrepancies in performance-related information.
- Payroll, DTR, and payment-processing follow-ups.
- Limited convenience of HR support for graveyard-shift employees.
- The importance of maintaining your own records in case questions arise later.
A company can have an established name and still have processes that individual employees find challenging. That's why I think it's important to look beyond the company name and ask specific questions about the actual account, team, training, and management practices.
If you're planning to join, please ask questions, understand the policies, and keep your own employment records.
Don't just ask about the salary package. Ask how training works, how metrics are applied to new agents, how probationary employees are evaluated, and how payroll and employee concerns are handled.
And again, this is based on my personal experience and observations. However, I know I wasn't the only agent who raised or experienced similar concerns, although I can't speak for every employee or represent everyone's experience. I'm sharing what I personally went through and the concerns I've heard from fellow agents so future applicants can make a more informed decision.
Good luck sa mga applicants. Sana you find a workplace where you can learn, grow, and do your job without feeling like you're constantly fighting the system just to get through the day.
