I know, I know, another Steve Jobs reference but hey, you can’t get enough of a good thing now can you?

This was the unwritten creed or gospel if you will, that all Apple employees have – ingrained obviously by its founder.

It’s a tough challenge and definitely asks a lot from anyone brave enough to take it up. 

“Make a Dent in The Universe”

It’s a bit vague and may be interpreted in many different ways but I choose to interpret it in the most pragmatic way possible (you are reading from the Pragmatic Leadership blog after all 🙂 )

For me this can be answered by a couple of questions:

  • WIll your contributions make the lives of others better?
  • WIll your creations stay even after you’ve left?
  • Will anyone remember you when you are gone?

Now I can be accused of dreaming slightly less bigger with the rest of the stuff I am about to share but in my perspective, it’s taking it one step at a time. What do I mean?  Here’s my slightly modified version.

“Make a Dent in Your Universe” (wherever you are and hopefully this transcends into other universes too)

This is one of the things we (because I had help)  tried to do in my past organization and if the article below taken from the company website is any indication, It’s a good bet that the answers to the questions above is a resounding yes!

And seeing as how we did this 6 years ago and that this is a common practice now across the industry, it’s not unfair to assume that we helped that process along.

It’s not easy, but it is possible.

  • It requires hard work.
  • It requires passion.
  • It requires failure.
  • It requires a bit of optimism.
  • It requires help from others who share your values and vision.

Working with some of the best people around, we have some contributions in the company I am with now (PPB, AAI) which have been adapted outside of our own team and are working on a couple of others, making sure I do my best to leave a dent in my current universe.

I invite you to do the same. 🙂


Advanced Contact Solutions, Inc.






  Another First:
ACS Near Hire Training Program Now TESDA Accredited

by: Rochelle S. Marcelo

The boom of the call center industry has offered salvation of employment for many Filipinos today. It has opened opportunities for people with various expertise including professionals in IT, HR, management, and accounting to name some. In fact, the industry has been welcoming to almost everyone. PGMA has strongly expressed her support, by implementing EO210 that made English the official medium of instruction in our national educational system. We are culturally bilingual, that we often learn to speak the language without formal training.

Many contact centers administer essentially similar screening processes–psychometric tests, interviews, typing tests, and call simulations. In our company, we give a series of tests as well. Although there are many people interested in entering the industry, the actual pool for qualified candidates is limited. The demands are in fact higher than the qualified and interested pool. Many applicants still do not measure up with the requirements.

Generally, Filipinos are known to be proficient in the use of the English language. However, this does not apply to everyone. In fact, the passing rate in some of our accounts in ACS is only 30%. A large part of the population are still rendered inept by particular communication skill requirements. Who says that English proficiency is all you need in this business?

Admittedly, there are accounts that have very specific standards that are not part of the “basics” that a screener could and should expect from an applicant. We may know how to speak the English language, but without understanding the culture, miscommunication is possible. Culture is not just about language. It encompasses attitude, thoughts, and beliefs.

To bridge the gap, ACS has become resourceful and adaptive by investing in the Near Hire Program (NHP).

Under the leadership of Bernie Tuazon, (ACS Program Training & Quality Manager), the Program Designer and Facilitator, NHP was established. The program is given to applicants who did not meet the requirements of the Operations Interview, but are deemed trainable in a short period of time. Through an agreement, the willing applicant will receive a free 13-day training from ACS. The NHP consists of various trainings in American culture, speech, communication, solutions orientation, persistence & positive work attitude, rapport building, and even stress management. Accomplished trainees are given another opportunity for employment in ACS: they are once again scheduled for an Operations Interview.

Last 28th of August 2007, representatives of TESDA inspected the facilities and the curriculum of the Near Hire Program. The program passed the accreditation process with flying colors. ACS NHP is the first TESDA-accredited in-house call center training program. Our competitors are now adopting the same steps towards accreditation.

The free training to the applicants is an added cost to the company as it requires manpower and resources to run. Through the TESDA accreditation, more potential employees can be accommodated by ACS NHP as TESDA support us through added scholarship grants. There are already more than 50 scholars who trained under the ACS NHP through TESDA sponsorship. HR VP Haidee C. Enriquez requested for 500 more scholarship grants to train more applicants, and provide better opportunities to those who need further training.

Although completion of the NHP do not guarantee employment in ACS, the acquired skills and knowledge of the applicant is already a win-win situation. The gained knowledge and skills are but a form of investment towards the formation of the applicant.

Through the ACS NHP, we not only managed to add value to our employees but to other people as well.

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One response »

  1. […] She proceeded to tell me that the favorite of her entire team is “Make a Dent in the Universe” […]

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