Call Centers

News that the Philippines has edged out India as the call center capital of the world will definitely make the future even brighter for the Business Process Outsourcing (BPO) sector, also dubbed as the “sunshine industry” of the country. Over one million Filipinos are employed by the BPO and related IT sectors, with projections that…

The job of choice for many young people in the Philippines is working at a call center. More than 1 million Filipinos now work at call centers and in related outsourcing businesses, making their country the call-center capital of the world.

More than 1 million Filipinos now work at call centers and in related outsourcing businesses Ever since Joahnna Horca lost her father, a doctor, in a South China Sea typhoon, her large family has struggled to make ends meet. So after Horca earned a college degree in social work, an older sister nudged her to…

IT was the late President Corazon C. Aquino who first referred to overseas Filipino workers (OFWs) as “heroes” in a speech she gave to a group of domestic helpers in Hong Kong in 1988. But we cannot recall any president after Mrs. Aquino saying the same thing about our call-center employees. While many businesses were…

Having grown up poor, Denise Sese found herself still mired in debt. It was 2009. A college dropout and one-time cashier at a Jollibee Foods Corp. fast-food outlet in Manila, she was out of a job.

Having grown up poor, Denise Sese found herself still mired in debt. It was 2009. A college dropout and one-time cashier at a Jollibee Foods Corp. fast-food outlet in Manila, she was out of a job.

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MANILA – In a move seen to benefit the country’s one million call-center workers, House Deputy Majority Leader and Makati City Rep. Mar-Len Abigail Binay proposes that all night-shift differential and overtime pay be free from income taxes.

The bill defines the graveyard shift as work between 10 p.m. and 6 a.m. A new bill at the House of Representatives plans to increase compensation for employees working the night shift in business process outsourcing (BPO) centers. Filed last May, House Bill 4414 seeks to repay BPO workers “for their exposure to health hazards…

(First of two parts) She was a single mom in her 40s. With her two kids, she left her hometown in Isabela to go to Manila to seek a better life. That better life was supposed to be working as a call center agent. Then one day, things changed completely.

FOR an industry that has come from having almost no economic impact over a decade ago to now employing nearly 700,000 Filipinos, the Philippine call-center business continues to be disparaged and criticized.

We take a look at some of the little things that make contact centres successful. Quality Scoring 1. Have a group of agents listen to a live call and offer collective feedback We have communal QA sessions where all of the agents listen to the same call and give live feedback to the agent whose…

CEBU CITY, Philippines – When Direct Access Corp. (DAC), the Cebu-based call center where Sylvio worked, closed unexpectedly last December, he felt sick. Literally.

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Also on the increase is the amount of yelling and swearing customers are willing to unleash on company employees. Money Talks News on MSN MoneyIf you’ve ever yelled at a customer service representative when reporting a problem with a product or service, you’re not the only one.

THE outlook for the country’s contact center sector continues “to be nothing short of staggering,” industry stakeholders said yesterday at the International Contact Center Conference and Expo (ICCCE).

I take customer service calls for the biggest credit card company in the world. That’s talking to an average of 80 Americans per day, helping them with card replacements, disputes, payments, and rewards redemption, and answering general questions about their accounts as well as contact information changes, among others.

MOST of us still refer to them as “call centers,” but the companies that drive the business process outsourcing (BPO) industry in the Philippines have long expanded their reach.

MANILA – Call center workers are asking business process outsourcing (BPO) companies to be more considerate of their employees’ health and safety when heavy rains pour and cause floods as they did the past couple of days when the southwest monsoon enhanced the now typhoon Maring.

Halfway across the world, more than a half-million people live on American time. The Philippines is home to the largest call center industry in the world, and to man the phones during American business hours, many Filipinos adjust their lives to a global schedule.

Business processing outsourcing (BPO) company Transcom Philippines recently declared the Philippines as the “Call Centre Capital of the World.”

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THE Business Process Outsourcing Industry Employees Network or BIEN Philippines hails Sen. Miriam Defensor Santiago for refiling the Magna Carta for Call Center Workers Act.

MANILA, Philippines — Alarmed by reports that business processing industry discourages the formation of unions, Senator Miriam Defensor-Santiago has resurrected the bill on “Magna Carta for Call Center Workers Act” which aims to protect the interest and welfare of call center workers particularly their rights to association and assembly.

MANILA, Philippines – Malacañang is open in principle to the proposed Magna Carta for Call Center Workers bill refilled by Sen. Miriam Santiago, who had earlier noted that workers in such a robust sector as the business process outsourcing deserve full benefits and rights under the law .

‘In the Philippines, call centers are not known to rotate their worker’s schedule because their operation is mostly at night. This takes a dangerous toll on their health.’

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Following a heartfelt complain by a former workmate about having heard this phrase, I could not help but write this in defense. Yes I am a Law graduate, and yes I have worked in the call center industry during my days thinking that this phrase meant that call center is as menial as they say…

Want to earn quickly? Apply for a job in call centers. According to the Bureau of Local Employment (BLE), a call center agent is the hottest job in the Philippines with supply unable to match the demand.

Marilyn Ventenilla, the communication and marketing manager of Teleperformance Philippines, provides fresh insights about working in the call center industry. Contrary to myths that being a customer support representative is a boring job, she says it is actually an exciting career that one can pursue as a long-term profession.