Your practice track for Technical Support Representative
at TELUS International

Philippine-specific tips for this role

• ▸ Many Filipino candidates over-apologize or use Taglish phrases like 'Sorry po, Sir' which can undermine their authority. In a professional English call, it's better to show empathy without excessive subservience.
• ▸ Avoid using jargon like 'DHCP' or 'IP configuration' without explaining them in simple terms. Many Filipino agents rush into technical terms, confusing the caller. Also, don't assume the customer knows where to find settings, guide them with phrases like 'Look for the gear icon on your screen.'
• ▸ Filipino agents sometimes over-explain using technical terms to sound knowledgeable, which can confuse customers. Avoid long-winded technical explanations. Instead, use simple, universal analogies in clear English. Also, don't sound condescending, ask if they understood before moving on.
• ▸ Some Filipino agents over-promise by saying 'I will personally fix this' without authority, leading to unmet expectations. Instead, set realistic timelines and collaborate properly. Also, avoid saying 'Sorry po, next time na lang' when things go wrong, offer solutions instead.
• ▸ Some Filipino agents might say 'Wait lang po, hahanapin ko' while accessing sensitive data, or they might inadvertently share screen without sanitizing personal info. Avoid using informal language during verification, always sound professional and deliberate. Never skip verification steps just because a customer seems kind or is rushing.