Kalakaran sa Call Center Workplace

By Carlo Atienza, BusinessMirror, 29 Jul 2020 FOR a country known for its call centers, it is disappointing to see local industries lacking customer service. Take the case of the utility providers now facing multiple complaints for their exorbitant charges; or the telecommunications and Internet service providers which have circuitous processes for customers seeking remedies,…

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China “has decided to put a ban on online gamers from playing the games with players from foreign countries, and even chatting with them.” https://t.co/eH0hj3xh7K — Sari Arho Havrén (@SariArhoHavren) April 19, 2020

3 Apr 2020 – BPO sector seen to help temper downturn

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by Ian Nicolas Cigaral with a report from The STAR/Louella Desiderio, 12 Nov 2019 MANILA, Philippines — The Philippines’ IT-BPM industry slashed its growth targets for the remainder of President Rodrigo Duterte’s term as the government’s plan to scale back tax incentives continues to fray the industry’s nerve.

by Gillian M. Cortez, Business World, Aug 25, 2019 A US UNION called for improved workers’ rights and benefits in the Philippine Business Process Outsourcing (BPO) sector, saying that keeping Philippine compensation low affects work conditions of their US counterparts.

by Roy Stephen C. Canivel, Philippine Daily Inquirer, Aug 9, 2019 The Department of Finance (DOF) thinks the voice sector of the business process outsourcing (BPO) industry should not be prioritized for tax incentives, since the sector is already competitive enough.

Skills Every Call Center Agent Should Know To Have An Effective Communication With Customers Fred Chua  – December 17, 2018 To have an effective communication with customers, businesses and brands need to know what their customers want. In many cases, customers have an ideal customer experience where they would deal with the company seamlessly. For…

by Edward Gately, Mar 13, 2018 Verizon is transitioning seven of its U.S. call centers to a 100 percent home-based agent (HBA) model, a move the Communications Workers of America (CWA) says will eliminate thousands of jobs.

By Wendy Lee, Oct 28, 2017 MANILA — When Rolando Cuartero III spoke to American credit card customers for his job at a call center, he found it stressful — especially when callers insulted his nationality.

by Iain Morris, News Editor, Aug 24, 2017 Automation is fast emerging as the new buzzword in the telecom industry. But whether it is a neat label for an array of groundbreaking technologies, or just a euphemism for job cuts, it will hold interest for company shareholders and C-suite executives for one reason alone: its…

by Skip Chilcott | Jun 18, 2017 Today’s contact center agents must be able to communicate with customers not only on the phone but via social media, instant messaging, video conferencing and web chat. How can humans do it all? Increasingly, they can’t.

The worsening conditions at offshore call centers has become a central part of AT&T workers’ fight for workplace justice. By Michelle Chen, MAY 16, 2017 The call center seems like the workplace of the future, the cubicled office job that brings modern development to anywhere with a phone connection, from Boston to Bangalore. But throughout…

By Atty. Josephus B. Jimenez (The Freeman), May 11, 2017 The women activists in this country should focus their attention to the thousands of women working in the night call centers.

Ivy Jean Vibar, ABS-CBN News, Apr 29 2017 MANILA – Filipino business process outsourcing workers are upgrading their skills to prepare for the growing use of artificial intelligence, an industry group said.

An insider in this sunrise industry reveals how BPO employees deal with late working hours, raging hormones, and the generous compensation package that brings with it security concerns, an indulgent lifestyle and risky sex practices By: Marian Regina Martin-Layug, Philippine Daily Inquirer, Jan. 22, 2017 It’s a sunrise industry where night turns to day and…

By Heidi Turner, December 26, 2016 The phrase donning and doffing is used to describe situations where employees put on or take off special gear or clothing for their work, but donning and doffing lawsuits are part of a larger area of litigation known as unpaid wages litigation, where employees are not properly paid for…

By Neil Jerome Morales and Karen Lema, December 8, 2016, http://www.reuters.com/article/us-usa-trump-philippines-idUSKBN13X2Q6 When Philippines President Rodrigo Duterte, the man dubbed “Trump of the East”, told U.S. businesses to pack their bags if they didn’t like his anti-American rhetoric, the huge and growing outsourcing industry got a little nervous.

Workers assured of PH investment vitality amid worries over Trump’s win By Samuel Medenilla, Manila Bulletin, November 11, 2016 The Department of Labor and Employment allayed the fears of some Filipino workers that the recent win of U.S. president-elect Donald Trump will lead to mass displacement.

Philippine Daily Inquirer, November 10, 2016 The Philippine business process outsourcing (BPO), a key pillar of the domestic economy, is seen at risk now that America has picked Donald Trump—who espouses US job protectionism—as its next president.

By: Jun Ebias, InterAksyon.com, October 27, 2016 MANILA – The country’s booming IT-BPO industry is confident growth would still be at more than 9 percent a year until 2022 despite recent pronouncements from President Rodrigo Duterte that his administration will “separate” from the United States, and forge strong ties with China, Japan, and other countries…

(Last of two parts) This call center agent didn’t die, but the child in her womb did. She spoke to BusinessWorld on condition of anonymity to tell her story.

(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.

MANILA – They are happy with their jobs, but do not want to stay longer than a year. A study commissioned by the Department of Science and Technology-National Research Council of the Philippines (DOST-NRCP) last year showed that business process outsourcing (BPO) workers are generally happy with their high-paying jobs, but think of leaving them…

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

Manila has emerged as the best call center hub in the world, thanks to the large pool of Filipino talents delivering and receiving voice calls to and from different countries. Call center executives say the country will likely keep its status as number one in the world for voice calls, even as it strives to…

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.