THE Philippines is moving up the value chain in the contact-center industry as the country is expected to capture more business in the high-end or premium voice segment owing to the innate talent and English-language capability of Filipino Agents, according to Indian business process outsourcing firm WNS Global Services.
Keshav Murugesh, group CEO of WNS Global Services, said the premium voice segment relates to some of the work it is doing for clients mostly in the banking and insurance industry, where the associates deal with complex transactions or provide advisory service to the customers.
“These are inbound unscripted calls and require the associate to have deep domain knowledge, as well as decision-making skills. We already provide such services to our clients from other WNS centers and are building these capabilities in the Philippines too,” he told the BusinessMirror.
This means better pay for the Filipino agents as Murugesh said the salaries for such work are differentiated through higher skill allowances and performance incentives.
To prepare for this, Murugesh said WNS will be using a mixed approach to build the capabilities and skills for this segment.
“While we are tying up with some schools locally to provide students with relevant industry training, the focus is on [honing the skills of] the associates further internally and [transitioning] the associates to such complex voice programs as they move up the learning curve,” Murugesh said.
The premium voice segment, he said, is important for clients who want to give their customers a fantastic experience beginning from the phone call.
“We expect the premium service in the voice side to shift to the Philippines,” he said.
WNS currently has about 1,200 agents in the country and has just inaugurated its new 300-seat facility in Eastwood City, Libis, Quezon City. It is looking for another site to host its next 500-seat expansion. About 80 percent of its current Philippine operations is in the voice segment.
WNS also has facilities in India, Costa Rica, Romania, Sri Lanka and the US, employing a total of 22,000 personnel. –Max V. de Leon / Reporter, Businessmirror
March –
IT’S WOMEN’S MONTH!
“Respect and support women
every day of the year/s!”
Invoke Article 33 of the ILO Constitution
against the military junta in Myanmar
to carry out the recommendations of the 2021 ILO Commission of Inquiry
against serious violations of protocols of
Forced Labour and Freedom of Association.
Accept the National Unity Government (NUG)
of Myanmar. Reject Military!
#WearMask #WashHands
#Report Corruption #SearchPosts #TakePicturesVideos
Monthly Observances:
Women’s Role in History Month
Weekly Observances:
Week 1: Environmental Week;
Women’s Week
Week 3: Philippine Industry and “
Made-in-the-Philippines Products Week
Last Week: Protection and Gender-Fair Treatment
of the Girl Child Week
Daily Observances:
March 8: Women’s Rights and
International Peace Day;
National Women’s Day
March 4: Employee Appreciation Day
March 15: World Consumer Rights Day
March 18: Global Recycling Day
March 21: International Day for the Elimination
of Racial Discrimination
March 23: International Day for the Right to the Truth
Concerning Gross Human Rights Violations
and for the Dignity of Victims
March 25: International Day of Remembrance of the
Victims of Slavery and the Transatlantic Slave Trade
March 27: Earth Hour
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
