In Cebu, an event pushes through with a phone call to the DOLE Call Center

Date Posted: March 3rd, 2015 08:58 AM


The Department of Labor and Employment’s Call Center, supervised by the Labor Communications Office, welcomes the year with a commendation from a grateful client.

Majella ‘Maggie’ Aquino, from Antipolo City, expressed her appreciation for the speedy and effective assistance that DOLE Call Center staff extended her.

On 1 December 2014, Maggie called the DOLE’s Hotline Service to consult the dilemma of her sister, a chief executive officer of ELI Research Call Center based in Cebu. “Initially, I was in doubt if I got the number of the Call Centre right, and if I can get some good response from the agent who answered my call,” Maggie recalled.

The Call Centre staff was Luz Rosas, to whom Maggie narrated her sister’s predicament. Her company, she said, was holding an event scheduled on a weekend at the SM City Cebu. Some international experts, she further said, have been invited for a career development talk/promotion. The problem was, two days prior to the event, the DOLE Regional Office No. 7 had not given a feedback whether or not it would give the event a permit.

“We have wrote the DOLE Regional Office to allow the conduct of the activity, but there was no feedback two days prior to the event, and there was no assurance a permit will be released on time. Since my sister was the point person of the event, she was worried about the humiliation she might face if the event will not push through, notwithstanding the cost that the event will entail,” Maggie explained.

That was the time she decided to contact the DOLE Hotline Service.

Rosas, upon hearing the situation, assured Maggie she will contact the DOLE Regional Office on the matter. She did, immediately.

At the DOLE regional office, Regional Director Exequiel Sarcauga advised Rosas to ask Maggie’s sister to see him. Maggie’s sister wasted no time and rushed to the regional office where Director Sarcauga clarified to her that her planned event was not a job fair, hence, there was no need for a permit. She was relieved.

“Thank you to the assistance of the DOLE Call Center and the DOLE Regional Office No. 7. My sister’s event was successful.” Maggie said.

The six-seater Call Center serves as one of the vital front line services provider of the Department of Labor and Employment. Its staff, who are on duty from 6:00 A.M. to 6:30 P.M., took and entertained 4,761 calls and 5,340 queries in December 2014 alone.

Majority of the queries, or 78 percent, dealt on social protection and welfare (SPW). This numbered 4,148 calls, which included services to safeguard fair and just terms and conditions of employment.

Also during the period, queries on the long-week holiday pay rules totaled 1,775; while inquiries regarding the 13th month pay computation/rules reached 780 calls; and separation/termination questions reached 248.

Other concerns brought by callers were about labor relations, 860 calls, or 16 percent; employment programs, 210 or 4 percent. Of this calls, 31 calls referred to local and overseas job seekers; while 69 calls referred to the alien employment permit (AEP); Miscellaneous calls reached 122, or two percent, while long distance queries tallied 219, or 4 percent.

The DOLE Call Center team, headed by its Supervisor, Ma. Veronica R. Almazora, operates from 6:00 A.M. to 6:30 P.M. on Mondays to Saturdays, including holidays. The DOLE Call Center S.M.I.L.E. hotline is 527-8000.

END/ VhengAlmazora

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