Call Centers

Absenteeism by business process outsourcing employees is higher in the Philippines and in Asia Pacific than the rest of the world due to odd work shifts, a research company said.

BPO GOWTH NOT IN CALL CENTERS The Philippine business process outsourcing (BPO) industry is widely praised as one of the saviors of the country’s economy.

Over the past several years, a quiet revolution has been reshaping the call center business MANILA: Americans calling the customer service lines of their airlines, phone companies and banks are now more likely to speak to agents named Mark in Manila than people named Bharat in Bangalore.

THE Contact Center Association of the Philippines said it is sticking to its growth forecast this year amid the US and Europe crises. “The forecast for the full year is still the same. We actually did a mid-year check and the full-year forecast is still sitting around 15 percent to 20 percent,” Benedict Hernadez, CCAP…

The Department of Labor and Employment (DOLE) said demand for call center agents continue to grow in the Philippines. Labor Secretary Rosalinda Baldoz, as such, urged students, fresh graduates, and workers to enhance their communication skills to have better employment opportunities in the growing business process outsourcing (BPO) industry.

NIOSH research shows that workers at call and dispatch centers may face several hazards, including acoustic trauma from a sudden spike in noise levels and background noise from an incoming call.

PRESIDENT Benigno Aquino 3rd has earmarked P500 million for the training of fresh graduates as call-center agents. “I’m happy to announce that I have recently approved an additional P500 million under our stimulus package for [a] training program to be undertaken by the Technical Education and Skills Development Authority (TESDA) in partnership with your industry,”…

The Department of Science and Technology (DoST), through the Information and Communications Technology Office, will be launching free training modules that will assess and beef up the skills of would-be business process outsourcing practitioners.

MANILA, Philippines – The National Government is partnering with the Business Processing Association of the Philippines (BPAP) for projects that would entail half a billion pesos in investments annually, Budget and Management Secretary Florencio Abad said yesterday.

MANILA, Philippines – The Contact Center Association of the Philippines (CCAP) released a report touting the dominance of the Philippine contact center industry in the global outsourced voice services market with revenue growth outpacing the global benchmark by almost twice the rate and its global market share growing to 24 percent, or almost 50 percent…

Where are the jobs? For the call-center industry, the answer now is the United States, not India or other foreign countries. Today Jobs4America, a coalition of call-center companies, committed to creating 100,000 new call-center jobs in the United States over the next two years.

CEBU, Philippines – The obvious problem of human resource shortage in the Business Process Outsourcing (BPO) has prompted a group of Cebuano entrepreneurs to open up a training center to equip potential manpower with employable skills.

AGENT ATTRITION and slow hiring now threaten the call center industry’s expansion, the Contact Center Association of the Philippines (CCAP) warned during its two-day annual summit that started yesterday.

A STRONG peso and the lack of qualified workers could dampen the growth of the call center industry over the next five years, according to the Contact Center Association of the Philippines.

Although working in a call center is a blessing to some, it is a curse for many. I remember I covered in this column why many do not last in call centers one of which is the “unpredictable” nature of the job. A worker has to face the fact that he doesn’t “own” his time…

THE Department of Labor and Employment (Dole) in Northern Mindanao will no longer allow below 18 years old applicants in call centers firm.

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MANILA, Philippines – The country’s business process outsourcing industry (BPO) generated revenues of $8.9 billion in 2010, a year-on-year growth of 26%, the industry association reported Wednesday.

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Maulik Parekh, president and chief executive officer of SPi Global, said studies show that by 2016, around 58 percent of the estimated $125-billion global revenue will come from non-voice operations such as digital content services and medical transcription.

I met her while lining up for coffee at the neighborhood Starbucks in Salcedo Village. It was almost 10 in the evening when I took a break from the grim images of a Japanese doomsday being played over and over again on CNN.

The outsourcing industry is ever volatile and can be subject to the political and economic whims that threaten a country. While sometimes unrest in a country may have little effect on a call center services outsourcing hub, as when unrest in the Philippines made headlines last year and its current state now, it can also…

A friend was visiting from Washington. He’d first been here in 2001 scouting around for where to put a call center. It was to be India or the Philippines. “Americans just wouldn’t fit in in India; here they’d be right at home”. So the Philippines was it. He established a call center here with 150…

Narcotic agents recently admit drug trafficking syndicates diversify into recruiting call center agents and social network members as drug mules.

NEW YORK, Feb 5 (Bernama) — Malaysia continues to occupy the third leading position, after India and China, in the list of the world’s leading offshoring destinations, according to global management consulting firm A.T. Kearney’s latest Global Services Location Index (GSLI).

The Philippines Contact Center for the past two years is practically recession-proof industry and is emerging as one of the most important contributors to its economy. In 2008, output of the outsourcing industry increased to S$ 6.1 billion from US$ 4.5 billion in the preceding year. Overall, the BPO sector accounted for 3.5 percent of…

MANILA, Philippines — Mandaluyong City Mayor Benjamin Abalos on Monday said he has asked call center companies to have their employees undergo lectures on HIV and AIDS.

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There is no excerpt because this is a protected post.

There is no excerpt because this is a protected post.