Home-based call centers in the Philippines

Philippine call centers are urged to try home-based operations to curb high attrition rate and increase employee satisfaction. Experts on business process outsourcing (BPO) urged Philippines to try home-based operations with home based agents during the Annual Call Center Expo.

William Dieu, senior research analyst from callcentres.net, said that companies can lower attrition rate and foster high agent satisfaction if they will allow home-based operations. The Philippines should think about the benefits of hiring home-based agents, working from home also allows employees to save on transportation cost, especially now when prices of fuel are soaring. Only nine percent of the companies here allow working from home and he warned that “it is not expected to increase” in the succeeding months.

However, Benedict Hernandez, senior vice president and general manager for Philippines of eTelecare, said technological factors hinder the development of this kind of job. Also, John Langford, executive vice president of ICT group, said it will take time before this system is adapted.

Lots of news about home-based operations of call center has been discussed. US are surviving this kind of set up. And according to some news this is effective in US. Philippines as one of the most famous countries leading of having a successful call center industry is now opening its perspective about operating the home-based call center industry. It is expected that Philippines call center could be able to operate this kind of work since Philippines is a competitive country in dealing with call center industry like US.

Virtual call center provides enterprise-class solutions for business costumer communication management. This would enable companies and organizations to easily and cost-effectively manage multiple dispersed agents at an ease of administration. You get customer service capabilities such as skill-based systematic routing, customer segmentation and detailed reporting and analytics, at an industry-redefining value without the hassle. It also assist organizations attain business continuity and customer service resiliency in the event of a network outage or natural occurrences. In fact, companies that have dispersed operations benefit from this virtual environment with remote call centers and home-based agents spread throughout the region or even globally. This type of solution goes well with any business transactions and costumer communication needs. For companies, this type of solution saves building facility workspace and equipment and can lead to lower employee turnover rates, rather than hiring a team of customer support employees which tend to be high when establishing a physical call centers. And it can also be very beneficial for that business which is highly seasonal, not needing to maintain large facilities year-round. Just like in the process of an integral call center with customer service representatives answering phone calls; wherein representatives pulls up a costumer’s order, makes adjustments, answers question and completes the transaction. This exact same process takes place, with the same outcome in a virtual call center, but the agent is a part of a remote workforce handling these calls from home.

Call centers are the biggest sector in the Philippine BPO industry. It generates the biggest revenue and employs the most workers. In 2007, contact centers accounted for 73 percent of the industry’s US$4.8 billion revenue and its employees accounted for 60 percent of the 300,000 BPO workers. “The industry will grow at a healthy clip this year,” said Dan Reyes, president of Sitel and director of the Contact Center Association of the Philippines (CCAP).

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Article Source: Home-based Call Centers in the Philippines