Kalakaran sa Call Center Workplace

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.

MANILA – Call center workers are asking business process outsourcing (BPO) companies to be more considerate of their employees’ health and safety when heavy rains pour and cause floods as they did the past couple of days when the southwest monsoon enhanced the now typhoon Maring.

Halfway across the world, more than a half-million people live on American time. The Philippines is home to the largest call center industry in the world, and to man the phones during American business hours, many Filipinos adjust their lives to a global schedule.

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.

‘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…

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.

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THE Department of Labor and Employment (Dole) will require call centers to post cash bonds equivalent to one-month salary and benefits of the total number of its employees. Speaking before the 888 News Forum, Director Edmund Mirasol, of the National Conciliation and Mediation Board (NCMB), said the bonds requirement was an offshoot of the closure…

The Department of Labor and Employment on Saturday welcomed the defeat of an anti-outsourcing bill in the United States, saying it would benefit the Philippine business processing outsourcing (BPO) industry.

Online plea rues ‘business as usual’ despite widespread calamity As one online litany put it, last week’s massive monsoon floods exposed a “sad truth” about an otherwise booming industry. Call center agents and other employees in the business process outsourcing (BPO) sector could not hide their dismay over the decision of some companies to keep…

MANILA, Philippines – The labor-intensive business process outsourcing (BPO) sector is expected to pay a total of P247 billion in wages this year, one of the industry’s backers in Congress said yesterday.

MANILA, Philippines – Workers in the country’s bustling business process outsourcing (BPO) sector are expected to earn P247 billion in total this year, a lawmaker said Wednesday.

A day after the controversial Manny Pacquiao victory over Mexican Juan Manuel Marquez on Nov. 12, 2011, a call center agent in Manila handling a foreign satellite television account got a call from someone he suspected to be Mexican.

European Chamber of Commerce in the Philippines launched a four-month Call Center Olympics Manila:  The European Chamber of Commerce in the Philippines launched a four-month Call Center Olympics starting April, to help agents of business outsourcing companies (BPO) reform themselves from unhealthy lifestyle. The European Chamber of Commerce in the Philippines (ECCP), with the help…

MANILA, Philippines – New graduates can expect good employment prospects this year. In its recently released Philippines Quarterly Update, the World Bank said the job prospects in the Philippines will see improvements due to higher public spending and continued growth in the business process outsourcing (BPO) industry.

IT seems there is another more potent threat to the country’s robust business-process outsourcing (BPO) industry other than the passage of a bill in the United States Congress that would require call-center operators to identify their location while giving US callers the option of choosing a local operator.

THE Philippines must look for other alternative markets for the business process outsourcing industry amid the threat posed by a bill pending in the US Congress, consultancy firm CB Richard Ellis said.

Amid a growing anti-outsourcing sentiment in the United States, the Philippines expects the information technology-business process outsourcing (IT-BPO) industry to employ as much as 1.3 million and generate as much as $25 billion in export revenues by 2016.

Last month I wrote about a bill before Congress that would both help fight the offshoring of call-center jobs and protect consumers. Now the countries where we have been sending those jobs are organizing a lobbying campaign to fight the bill.

Focusing on ways to return jobs to the United States, a White House forum on “insourcing” this week highlighted the return of 400 US Airways reservations jobs to Winston-Salem, N.C., Phoenix, Ariz., and Reno, Nev.

Virtual At-Home Call Center Employees working for Apple File Class Action Lawsuit against the company for allegedly misclassifying Employees as independent contractors in order to avoid paying taxes and overtime pay.

The Business Processing Association of the Philippines (BPAP) said it will work for the reduction of the skills-jobs mismatch in the country through the strengthening of its collaboration with government and the education sector.

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…

Message from a call center agent: Good day sir. I’m having problems because in march my logins were disabled and I only got my logins this week (after 1-1/2 months). I  asked my superiors what happened because I’m always working overtime to sustain my family’s needs. The timing for this issue is not good because…

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.

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.