Call Centers

by Edward Gately, Mar 13, 2018 Verizon is transitioning seven of its U.S. call centers to a 100 percent home-based agent (HBA) model, a move the Communications Workers of America (CWA) says will eliminate thousands of jobs.

by Katrina Domingo, ABS-CBN News, Feb 28, 2018 MANILA – Replaced by software, call center agent Ken Santo Domingo switched jobs and considered computer school to ride the automation wave that threatens to displace thousands in the outsourcing industry.

By Bernie Cahiles-Magkilat, Manila Bulletin, Feb 13, 2018 Despite the looming challenges that may come its way, the Philippines’ call center sector is expected to remain as among the strongest segments that contribute to the national economy, according to the Contact Center Association of the Philippines (CCAP).

by Chris Rezendes, Jan 15, 2018 Call centers and customer support are evolving at an incredible rate to keep up with customer demand, and 2018 will be no exception. As more brands acknowledge the value of call centers in growing revenue and retaining customers, your own customers’ expectations of service quality will follow suit. From…

By Rizal Raoul Reyes, Businessmirror, Dec 21, 2017 ARTIFICIAL intelligence (AI) is the way to go if the nearly three-decade-old business-process outsourcing (BPO) industry’s voice services want to grow.

by Jesse Woodson, Nov 27, 2017 Questale published a new industry research that focuses on Global Call Centers Sales market and delivers in-depth market analysis and future prospects of Global Call Centers Sales market. The study covers significant data which makes the research document a handy resource for managers, analysts, industry experts and other key…

By John Mangun, Businessmirror, Nov 21, 2017 Maybe it’s because the new high-tech sex robots have been in the news lately that we are hearing again about the death of call centers due to “artificial intelligence.” It might be well to point out that it is called “artificial” for a reason. Likewise, a “sexbot” is…

By Charina Clarisse Echaluce, Manila Bulletin, Oct 8, 2017 Access to basic health services and information would soon be provided to over a million call center agents, as they are at risk of many serious health problems.

Malaya, Aug 31, 2017 The Philippines will continue to lead in the information technology and business process management (IT-BPM) space globally, with the contact center sector driving the growth despite the challenges of automation, according to Benedict Hernandez, president of the Contact Center Association of the Philippines (CCAP).

June 30, 2017 / Dan DiMaggio One big issue in May’s three-day strike by 38,000 AT&T workers was the company’s offshoring of jobs. To shine a spotlight on the issue and strengthen international solidarity, a group of union members visited the Dominican Republic a couple of weeks before the strike to meet the call center…

By Yash Sharma, Jun 24, 2017 Note- This article addresses the basic leakages in the lifestyle of nightshift workers. These leakages are primarily- sleep cycle disturbance, eating irregularity and lack of physical activity.

by Joel Guinto, ABS-CBN News, Jun 7, 2017 MANILA – Companies seeking to cut costs may be tempted to downscale their call center operations in favor of artificial intelligence, but it’s the human touch that secures customer loyalty, making the business more profitable in the long run, an outsourcing industry leader said Wednesday.

Read more here.

By Catherine Pillas, Businessmirror, Apr 16, 2017 Business-process outsourcing (BPO) firms in the Philippines will not be affected by US President Donald J. Trump’s protectionist stance, according to the chief of the Philippine Economic Zone Authority (Peza).

By Boo Chanco (The Philippine Star), Mar 31, 2017 Our largely American BPO industry is apparently on a roll. The BPO sector is expected to generate $40 billion in revenues, 7.6 million direct and indirect jobs, 500,000 jobs outside of the National Capital Region, and cover 15 percent of the total global outsourcing market by…

By: Roy Stephen C. Canive, Philippine Daily Inquirer, Mar 24, 2017 The call center sector is expected to hit about $20.4 billion in revenues in the next six years, accounting for over half of the total target of the information technology and business process management (IT-BPM) industry.

India Infoline News Service, Mar 03, 2017 In US, both the Democratic and Republican parties have come together to reintroduce the US Call Center and Consumer Protection Act, to prevent transfer of American jobs overseas and also, to incentivise companies that have their call centers in US.

https://www.cwa-union.org/news/bi-partisan-bill-save-us-call-center-jobs-introduced-in-house-and-senate Today, the “U.S. Call Center Worker and Consumer Protection Act” was introduced in both the House and Senate, to protect workers and consumers and to curb the off-shoring of American jobs.

By Joseph Williams, Feb 23, 2017 How long do you think it will be until virtually all tier 1 call center agents are replaced by AI bots? I addressed this a bit in my Machine Learning session at last year’s Business Communications Summit.

By Rea Cu, Businessmirror, Feb 12, 2017 Protectionist policies will weaken the country’s business- process outsourcing (BPO) sector should US President Donald J. Trump push through with his plans to implement trade reforms, according to the Department of Finance (DOF).

http://www.mitel.com/blog/multi/2017/02/8-call-center-trends-2017 We saw a lot of changes to the call center and customer experience landscape in 2016. Cloud communications and virtual agents were on the forefront of everyone’s minds, and social media was more important than ever. 2017 is shaping up to be the year of strategic thinking: better analytics, more intentional social media conversations…

by Businessworld, Feb. 01, 2017

Jean-Marc Robillard, Jan 28, 2017 On January 25th, Bell sponsored a very successful “Let’s Talk” day again this year, and it reminded me of the upcoming Mental Health Week in Canada, which runs from May 1st-7th 2017. For anyone who has worked in customer service, or in a contact center in general, mental stress is…

by Aaron Pressman, Jan 26, 2017 With the new president dedicated to keeping jobs in the United States, several senators are asking for a special focus on call center workers. Four Democratic senators led by Bob Casey of Pennsylvania plan to send a letter to President Trump on Wednesday seeking an executive order to help…

By Drew Robb, November 22, 2016, http://www.enterpriseappstoday.com/call-centers/call-center-best-practices.html Having the right technology and procedures in place can help contact centers improve productivity and customer engagement. Call centers (also known as “contact centers” these days due to the addition of email, text and video into their repertoire) could well be one of the most complex areas for…

By David Reyes, October 1, 2016, http://www.sportsrageous.com/others/call-center-jobs-philippines-become-obsolete-soon/49031/ In the Philippines, the Business Processing (BPO) industry, which is commonly called the call center industry, generated around $22 billion, last year, creating close 1.1 million jobs in the country. But all this may change soon, as Newsweek recently reported an increasing number of companies across the globe…

BY MIRREN GIDDA, 9/29/16, http://www.newsweek.com/how-new-technology-automation-ai-take-away-millions-jobs-call-centers-503726 You need help with your bank account or advice about your mortgage. You call the help line. And then, after a lengthy wait, tapping more information into your phone and being transferred to the right department, you reach a call center worker, an actual human being. By that point, however, you…

By Richmond Mercurio (The Philippine Star), July 9, 2016 – 12:00am MANILA, Philippines – The Philippines remains the world’s top call center destination despite growing challenge from other countries, the Contact Center Association of the Philippines (CCAP) said.

By TREFOR MOSS, June 21, 2016, http://www.wsj.com/articles/robots-on-track-to-bump-humans-from-call-center-jobs-1466501401 MANILA—The Philippines’ economically important call-center industry has joined the growing list of businesses at risk of being gobbled up by automation.

by Roderick T. dela Cruz, the Standard, May 14, 2016, http://thestandard.com.ph/business/205609/philippine-call-centers-on-the-verge-of-change.html Call centers and business process outsourcing companies are on the verge of change to meet the demands of the millennial generation, according to an industry expert who provides communications solutions for the IT-BPO industry.