Call Centers

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.

BACK-OFFICE outsourcing is creating “reasonably good” jobs in poorer countries, but staff are stressed and some work conditions have to be improved, a United Nations study said Wednesday.

THE business process outsourcing (BPO) industry received billions of pesos in financial support from the government in 2008, according to official statistics. Data released by the National Statistics Office (NSO) showed that total subsidies granted to BPO firms amounted to P1.014 billion.

BANGKOK — In October 2008, when the world was reeling from the collapse of Lehman Brothers and job markets were freezing up everywhere, Akane Natori waltzed into a new position she liked. “Things went so smoothly after applying online, and before I knew it, I had the job,” said Ms. Natori, who was then a…

A new International Labor Organization (ILO) book launched on Wednesday in Geneva and Manila suggested that the multibillion-dollar business process industry (BPO), generally call centers, should now be open to listening workers’ “collective voice” and engage “social dialogue” to improve working conditions in their “high-strain” workplaces.

Despite the effort by the country’s call center companies to alter the outsourcing industry, turnover rate in the country’s call center has gotten so worst that it hits 60 to 80 percent, according to the Call Center Association Philippines (CCAP).

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DESPITE the Philippines is considered as one of the third largest English speaking countries in Asia yet the report released by the US State Department, in its “2007 Investment Climate Statement” this month cited that the “English language proficiency, while still better than in other Southeast Asian nations, is declining in the Philippines.”

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Make money giving away free cell phones! Call Center Workers Lifestyle : The Ups And Downs Call centers have become a craze among youngster. One could find a teenager to mid level professional working at call centers but as they say all that glitter is not gold, call center jobs could be lucrative and cumbersome…

Contact centers are metrics-driven to track, analyze and respond to service and performance issues via customer transactions. Yet which metrics work best?

SAYS LABOR GROUP MANILA, Philippines—A United States Senate bill seeking to discourage the transfer of American contact center jobs to foreign locations is not expected to adversely affect the booming business process outsourcing (BPO) industry in the Philippines, a Filipino labor leader said in a news release Sunday.

A new bill circulating through congress has one call center services provider up in arms. Senator Charles Schumer of New York recently authored a bill that would impose strict fees on businesses that outsource customer service operations to offshore providers. Hit Rate Solutions, a U.S based outsourcing company with contact centers in the Philippines is…

Call centers in countries like the Philippines has provided thousands of jobs for Filipino workers. But, if a US senator has his way, the Philippines and other countries may bear the brunt of a proposed law to tax US companies who have overseas call centers.

PHILIPPINE-BASED contact centers view as a potential threat the proposal of a US senator to impose restrictions and charges on companies that will outsource some operations to other countries. The US bill is meant to protect American jobs and discourage outsourcing, but some experts say outsourcing actually helps US businesses seeking to survive the crisis…

Ask a Manager: call center job misery By Ask a Manager As part of being a call center agent, I’m expected to maintain certain stats. One of them is called “accountable time,” which means the amount of time you were clocked in vs the amount of time you were logged in on the phone. …

DESPITE the Philippines is considered as one of the third largest English speaking countries in Asia yet the report released by the US State Department, in its “2007 Investment Climate Statement” this month cited that the “English language proficiency, while still better than in other Southeast Asian nations, is declining in the Philippines. ”

When an employer says “flexible working” and “work-life balance,” they can mean something different from the employee’s definition.

ONLINE job postings grew at a slower pace in March from a year ago, weighed down by fewer job vacancies in the service sector and getting help mainly from a revival in the manufacturing sector. Data provided by: The Job Availability Index — a statistical measure using the total number of job placements at JobStreet.com…

HARTFORD, Conn. (AP)  — Unions and their allies in the General Assembly have cleared a first hurdle for legislation setting new rules for how telephone call centers are staffed.

Scientists are looking for the first time at the sleeping habits and its health effects on Filipinos, especially shift workers. Their work on sleep-wake behavior and its relations to the body clock has deep implications for mostly young workers in call centers that blaze in lights all night long.

MANILA, Philippines – Call center jobs will be harder to find for those who are not prepared. Data from an industry group showed that out of every 100 applicants in a call center, only a handful are able to make it to the final cut.

MANILA, Philippines – Though more gay and bisexual call center workers are getting infected with HIV due to unprotected sex, according to a study by the Philippine General Hospital (PGH), health experts say there is inconclusive data to prove that call centers are “breeding grounds” of HIV.

Call center workers in New York overcame a brutal yet predictable anti-union campaign, but are stuck as managers stall first-contract talks. Workers aren’t waiting for the labor board to respond, and took their fight directly to management Friday.

For the past few years, a young man by the name of Kev Alonzo has been referring to himself as “a shape-shifter.”