Call Centers

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THE PHILIPPINES may have surpassed India in terms of call center employees and revenues, but it has yet to take a similar lead in other segments of outsourcing, an official said yesterday.

The Philippines has wrested from India the distinction of being the call center capital of the world, according to industry data and the government.

The IBM Global Locations Trend said in its latest report that the Philippines has already overtaken India as the world’s number 1 country for shared services and business process outsourcing (BPO).

FOR the past decade, Americans dialing customer service stood a strong chance of being connected to someone in India. Now they’re more likely to end up phoning the Philippines.

MANILA, Philippines (2nd UPDATE) – The Philippines would soon overtake India as the call center capital of the world, a recent study by Everest Research Institute showed.

MANILA, Philippines –  Sen. Miriam Defensor-Santiago has filed a proposed Magna Carta for Call Center Workers Act aimed at protecting the huge workforce in this growing sector.

CALL CENTERS MANILA, Philippines—Theirs are the 400,000 voices that give hope to the country’s newest sunshine industry, where frequent “hellos” and “goodbyes” mark the high staff turnover rate and where young dreams are woven and false hopes are raised.

Nonetheless, call-center agent Jerson Beltran, who said that he neither smokes nor uses any prohibited substances and hardly drinks (except on special occasions), stressed that having vices depends entirely on an individual’s personal choices. Another business process outsourcing (bpo) employee, who spoke on condition of anonymity, ranted on the findings, saying: “[Many] call-center workers do…

SOCIOECONOMIC status should not hinder an individual’s goal to finish college, according to a contact center and business process outsourcing (BPO) company which has opened a program for employees to finish tertiary education while working the graveyard shift.

Convergys Corporation, a global leader in relationship management, said its operations will continue to grow significantly in the country as clients specifically ask for Philippine-based customer service support. The company reported that local operations in 12 sites across the country now handle as much as 188,000 inbound calls daily.

AMID the high attrition rate in the business process outsourcing (BPO) industry, TELUS International Philippines said it will implement a continuing education program that would enable selected employees a chance to get a college degree. In a briefing on Wednesday, company officials said TELUS will officially unveil on Sunday the so-called “TELUS International University,” wherein…

MANILA, Oct 1, 2010 (IPS) – Anthony, a 22-year-old call centre agent, goes to work at 6 p.m. and finishes at around 2 a.m. But instead of going home, he heads to a bar to meet another male agent over beer, and if the late night looks promising, they spend more time together until daytime.

FROM the time that the call center or business process outsourcing (BPO) industry emerged in the country, it has been considered as one of the biggest factors to the Philippine’s economic growth. Heralded as the country’s “Sunshine Industry,” BPO in the country continues to gain increasing revenues despite the prevailing unstable economic conditions worldwide.

No other industry had a stronger effect on the culture of the people as the BPO industry. As reports of the NBC show ‘Outsourced’ hits the headlines, one cannot help but take a pause and look at the call center industry. You have the customer service functioning out of a world that is diametrically different…

CALL CENTERS in the Philippines expect revenues to increase 23% to $6.15 billion by yearend, sustaining the sector’s average annual growth rate.

MANILA, Philippines – The Philippine contact center (call center) industry is expected to experience a 20 percent growth annually in terms of revenues in the next three years.

CONTACT centers should use social networking tools as a “customer engagement strategy” as more people are resorting to the Internet to complain about services real-time, experts said.

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Each Call Center in the Philippines has their own personal lingo and vocabulary. Obviously, when a Filipino call center agent is talking to you, you would possibly not be able to comprehend him. Here’s a list of the most common used call center lingo in the Philippines:

A BILL that seeks to promote and protect the rights of Filipinos who flock to business-process outsourcing (BPO) companies for immediate employment has been refiled in the House of Representatives.

MANILA, Philippines—Daybreak is happy hour in a world turned upside down at a trendy bar in Makati City’s financial district, the clientele young and loud and with a vague California accent.

MANILA, Philippines – Although risky sexual behavior is high among professionals in general, a study showed that the levels are slightly higher among call center workers compared to those who work for different industries.

CEBU, Philippines – The Department of Labor and Employment supports the city government’s call for call center companies to provide free transportation to their employees on graveyard shift.

MANILA, Philippines – Less regular mealtimes and high consumption of caffeinated drinks and fast food characterize the diet of workers in the business process outsourcing (BPO) industry, a study by the University of the Philippines (UP) Population Institute revealed.

Philippine call centers are urged to try home-based operations to curb high attrition rate and increase employee satisfaction. Experts on business process outsourcing (BPO) urged Philippines to try home-based operations with home based agents during the Annual Call Center Expo.

A significant percentage of workers employed in the country’s business process outsourcing (BPO) sector — majority of whom working in call center facilities — are suffering from work-related health problems, a recent study showed.

The International Labor Organization has created a stir in the call center world. The reports of its study on the BPO industries in countries India, Argentina, Philippines and Brazil have opened a hornet’s nest, if not Pandora’s Box. The contents of the reports, namely the working conditions of the answering service agents, have put the…

International labor group calls for better work conditions, standards A new International Labor Organization book launched Wednesday in Geneva and Manila suggests that the multibillion-dollar business process industry (BPO) – call centers – should be open to listening to workers’ collective voice and engaging in social dialogue to improve working conditions in their high-strain workplaces.

A call center job requires you to do customer service tasks on a remote basis using latest technologies. This is broadly classified into inbound and outbound calls. In the former, calls are received and the latter involves making of calls. This kind of job can be home-based but most of them have an on-site location.