Back in 2007, I featured Hazel Manzano’s Call Work blog at Call Center Script.  I like the fact that she depicted the call center life within the Philippines so accurately through comics.

I found her on Twitter and reconnected.  She informed me that she published her first book containing most of her comic strips and is now available in National Book Store and Powerbooks.  I had to get a copy and include it in my bookshelf.

To my delight, at the back of the book, she included an excerpt of my review back in 2007.  Though I was hoping she included my name, nevertheless, it pointed to a blog where I spent a couple of years writing for.  That was enough to bring a smile to my face. I was grateful.

Being someone who spent 8 years in the industry, reading this book made me think of the good (and bad) old days.  Though I think most of the strips were negative, it was the truth.  Instead of taking it as it is, I challenge the readers to find ways on how to change this truth.

When Ken the supervisor reprimands Clover on his absenteeism, he ignores the reason why his agent couldn’t make it to work. Though saying, “Wala po akong pamasahe eh (I don’t have money for transportation) could be an excuse, the reality is these agents may not have money at all.  This is true for new hires or a single mom who is dependent on each pay check to settle the necessary bills to feed her kids.  After seeing the humor in the strip, I look at it as something to address, not only in operations but within Human Resources.

Definitely something to think about as you browse through the pages of the book.

Overall, it was a good kick-off for Hazel.  It needs improvement but worth sharing with colleagues.  I look forward to seeing a different perspective on the second book.

To get a taste of call center humor, you can see her comic strips at Manila Bulletin (printed version) every Sunday.  Better yet, why not buy a copy for yourself and your team?  Let me know what you think and I will send your comments back to Hazel.