Call Centers

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.

NEW YORK AND LONDON (April 10, 2013) – The outsourcing industry is failing to invest in the skills needed to capture the full value from outsourcing engagements, an HfS Research study, sponsored by Accenture, reveals. The report, entitled ” Is Good Enough Really Good Enough? The Great Talent Paradox in Outsourcing ,” confirms that in…

As the business process outsourcing (BPO) industry in the Philippines continues to grow, more and more Filipinos are finding themselves working at odd hours, risking mostly their health.

MANILA – After last year’s faster than expected growth, the call center sector has revised upward its targets for 2016 to $15 billion in revenues and 876,000 jobs, a Contact Center Association of the Philippines (CCAP) report obtained by InterAksyon.com showed.

Southern hospitality, cost of living and central location luring call centers to DFW Customer service call center jobs, long outsourced to workers overseas, are coming back to the United States and bringing employment opportunities to the Metroplex.

Everyone wants their contact center to be customer-centric. However, many aren’t, because they are stuck with outdated operational strategies that no longer work in today’s customer care landscape. With the rapid evolution of communication channels and technologies, organizations have to change their approach to engaging and retaining customers, to stay relevant and competitive.

Seven trends you can’t ignore. In today’s economy, many believe customer service will be the next competitive battleground in the enterprise. Disgruntled customers are increasingly voicing their dissatisfaction and frustration through social media, enabling their complaints to go viral in minutes. The challenge for contact center managers will be finding a way to offer the…

The symptoms are painful: low performance, high turnover, passive-aggressive behaviors, and general lack of focus on what’s important to your business. Is the source of the pain a problem with employees’ morale? Or is it a problem with motivation? And, more importantly, what can you do about it?

There are numerous factors that play into achieving successful call center operations, many of which feed into one another. For example, what your agents offer your customers sets the stage for customer loyalty, satisfaction and overall business continuity. If your agents sound fake, fabricated or uninterested, well then guess what, your customers will avoid you…

If you phone your bank or internet provider these days, you’re just as likely to be talking to someone in Manila as Melbourne. PINKEY Barrozo says she has come to know Australians, even though she sits in front of a computer thousands of kilometres away in a glitzy building towering above Manila. ”I have developed…

Global Industry Analysts Inc. (GIA) in its new report on the global call center business has quoted that the industry is poised to reach a whopping $337.8 billion by 2018. The key factors that would drive this industry growth are the increased focus on customer service as a means for business development as well as…

THE Department of Labor and Employment (DOLE) reported Sunday that call center firms remain to be the sector looking for the most number of qualified job seekers. Labor Secretary Rosalinda Baldoz said this was reflected in the latest report of the Bureau of Local Employment (BLE), which hosts the online facility Phil-JobNet.

The Business Processing Association of the Philippines said the voice segment of the industry is showing no signs of slowing down and is expected to sustain its growth next year. BPAP president and chief executive Benedict Hernandez said Tuesday employment in the call center sector or the voice segment would increase to 567,000 in 2013…

TAGBILARAN CITY, Bohol, Oct 4 (PIA) — Information communication technology (ICT) workers fear possible setbacks in the country’s global ICT sector when the school system adopted the use of the “mother tongue” in education.

Voice call centers continue to drive the outsourcing boom in the Philippines. The industry noted that there has been a growing demand for voice call services for banking, finance and insurance. Healthcare and gaming are slowly emerging new industries served by local call centers.

The Business Process Outsourcing (BPO) in the Philippines, particularly the voice-based call center services, are sustaining their phenomenal performance. The government cites the 24% year-on-year growth rate in 2011, when the original target was only 15%. The industry will become a key employer with target of about 1.3 million direct jobs by 2016. At the…

THE PHILIPPINE contact center industry is projected to grow by nearly a fifth by the end of the year, driven by the over-all growth in the global market and the country’s reputation in the voice outsourcing services sector, an official said on Tuesday.

Long Island Press Releases — With Right Political & Corporate Leadership (Washington, DC) This week, the Communications Workers of America (CWA) released a video featuring American call center workers sharing their personal stories and experiences with off-shoring – a practice that has devastated the domestic call center industry to the tune of 500,000 jobs lost…

Proficiency in oral and written English and flexibility in dealing with foreign cultures remain the key advantages of Filipino contact center agents over those of other countries in Asia – including China, the Contact Center Association of the Philippines said Wednesday.

MANILA, Philippines – Despite the appreciation of the peso against the US dollar that could cut their profit margins, call centers are not sounding the alarm bells and say that they remain confident of doing brisk business in the Philippines.

MANILA, Philippines (Xinhua) — The Philippine call center industry is confident that business will remain brisk even if the stronger peso threatens to cut its profit margin.

CALL CENTERS may hike prices of their services if the peso continues to strengthen, industry officials yesterday said. “When the peso is strong, the industry is being hurt because our billing rate is in US dollars,” said Jojo J. Uligan, executive director of the Contact Center Association of the Philippines (CCAP) at the sidelines of…

MANILA – Half-a-million Filipinos will work as call center agents this year, the Contact Center Association of the Philippines said on Tuesday. Benedict Hernandez, CCAP president, said the call center industry’s workforce will hit 500,000 this year, adding that it is on track to meet its $8.4 billion revenue contribution to the Philippine economy for…

An Indian outsourcing company is bringing 1,000 call center jobs to Texas. Matthew Zeitlin looks at why insourcing is replacing outsourcing. There is perhaps no better symbol of the globalization of the service economy than a customer service call from the United States that gets answered in India or the Philippines. NBC even managed to…