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
September 18 –
International Equal Pay Day
“Increase wages now,
more than other cost items.
For widespread, practical equality!”
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
September –
5 Sept – Intl Day of Charity
7 Sept – Intl Day of Clean Air for Blue Skies
8 Sept – International Literacy Day
12 Sept – United Nations Day for South-South Cooperation
15 Sept – International Day of Democracy
16 Sept – International Day for the Preservation of the Ozone Layer
17 Sept – World Patient Safety Day
18 Sept – International Equal Pay Day
21 Sept – International Day of Peace
26 Sept – International Day for the Total Elimination of Nuclear Weapons
27 Sept – World Tourism Day
28 Sept – International Day for Universal Access to Information
29 Sept – International Day of Awareness of Food Loss and Waste
30 Sept – World Maritime Day
Monthly Observances:
Health, Safety and Sanitation Month
National Clean-up Month
Civil Service Month
National Peace Consciousness Month
Social Security Month
Rule of Law Month
National Teachers’ Month (Sept 5-Oct 4)
Weekly Observances:
Sept 17 – 23:
World Clean and Green Week
Week 2: Education Week
Week 4: Medicine Week
Last Week: National Family Week
Daily Observances:
Third Saturday:
International Coastal Clean-up Day
Third Monday: World Health Day
Last Friday: National Maritime Day
Sept 8: National Literacy Day
Sept 15: Philippine Medicine Day
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
