International BPO Conference Set

At this point the Philippines is considered the No. 1 desired destination for outsourcing voice providers across the world, the Philippine call center business needs to safeguarded its position and grow further more. ‘‘Sustaining the Lead, Expanding Opportunities” is the topic for this year’s International Call Center Convention and Expo 2011, the leading event of the Contact Center of the Philippines (CCAP), to be put on on Aug. 2-3 at the SMX Convention Center in Pasay City.

CCAP is the business group that signifies 72 international and local contact centers operating in the Philippines. Now on its seventh run, the International Contact Center Conference and Expo is the industry largest gathering of contact center pros, attracting 7,000 summit delegates and exhibit customers from all over the community.
‘‘With the Philippines now described as the international innovator for outsourced voice solutions, the Worldwide Contact Center Meeting and Expo is a great foundation to present industry trends and reveal best routines,” CCAP president Benedict Hernandez said in a press report.

Coordinators said the conference and expo attributes a assorted mix of speakers and panelists from within and outside the call center industry, making certain a rich learning experience. It also offers a venue to community with key stakeholders in the profession, including government representatives, executives, investors, journalists, experts, distributors, and service solutions.

One of many highlights of the convention is CCAP’s ‘‘State of the Industry” record. “This year is particularly exceptional since CCAP is celebrating its tenth husband's,” Hernandez said.

The exposition, on the other hand, will showcase the industry’s newest alternatives from the top vendors, distributors, and service providers, which include call center systems, software applications, telecommunications facilities, office space and devices, employment and instruction, and peripheral services. Call center convention set August 2 to 3, 2011 in Manila.

Online Work from Home is Getting Ground in the Philippines?

Inbound call center workers who usually work in the offices with more than 100 employees will now have the chance to work in their home. In United States, the trend of hiring virtual assistant that work from their home has been part of American cultures. Businessman that needs somebody to arrange schedule, summarize report, receive customer calls and call for possible customers usually hired home based virtual assistant.

The question now is that can the Philippines follow the American trends where home based mother can work from their home as virtual assistant of US businessman. This home base assistant is thousand miles away and the only guarantee of their performance is the perceive professionalism on them. Is this home base virtual marketing assistant can deliver the expected performance away from the eye of the managers or no supervision at all?

It would need VOIP and reliable internet connection for the home base worker to function properly. The Filipino is good in technology so it would not be a problem. The Business Processing Association of the Philippines (BPA/P) said home base inbound call center agent will not work in the Philippines due to the type of situation inside Philippine home.

Filipino is living in close family ties and you can expect interaction from immediate family member which could lead to low performance. He added, beside Filipino worker feel better when they are working together in the call centers because they feel satisfaction on their concept of career and professionalism attitude. Moreover, the offices for the Philippines call center are less expensive so companies are still manageable with the cost or expenses.

However, there are some portion of Filipino professionals that do home based or outsourcing job in their home specially those have contacts with foreign companies. These are the "content writers" who writes for $10 per article. Web and graphics designer including SEO and web developer are now avoiding the managers by working in their houses.






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Convergys New Philippines Call Center Office

The biggest call center in the Philippines known as Convergys have just opened its 2nd Philippines center office, in luzon. This is to ensure of their target in getting bigger number of clients from international business. It is also to make sure that their customers' experience is uniformly positive, the company have improve its international operating standard that deploys the same procedures through its offices.

The company is known for a very selective way of hiring employees. Selecting call center agent who are really good in English and computer savvy. They also increase their new applicant experience requirements.

The company improves its hiring program through various way like college and university job fair, plus home agents, hosted as opposed to installed contact center platforms, and per call pricing and shared-agent programs compared with per-hour and dedicated agents.

Fusion BPO Service to Open Up Call Center in the Philippines

Outsourcing Company in America registered as Fusion BPO Services, Inc. are partnering with Filipino Call Centers to cater America's clientele in Canada. They are forecasting of 250 employees to fill in the positions needed to do the outbound and inbound selling for the planned Call Center here in the Philippines.The are currently looking for suitable office for their employees. The managers already express their desired to open in Pasig Ortigas center since it accommodate most call center in the Philippines due to its latest facilities and well managed securities.


This American firm is already approved by the SEC, Finality of the office location was not yet put into realization. Fusion prepared Philippines over India because of the quality of manpower and expertise in language specially the Americanized accent. Fusion will join the group of American call center in the Philippines before the end of this year.

Call Center Operation are not Affected by Ondoy Typhoon

Despite of Typhoon Ondoy that took 240+ lives, the Philippines Business Process Association Director said no major damage occurred to any BPO industry except for the absent employees due to floods.

Most employees coming from affected area like Marikina, Rizal and Pasig was not able to come to office prompting Call Center managers to move the client to another location.

The BPO representative said, they are well prepared ever seen the news about typhoon is announced so there are minimal affect on general operation of the call center companies in Manila and Cebu.

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Are You Qualified to Become Call Center Worker?

A call center jobs are getting tougher everyday that is why selection of new employees become tedious to get the best among the applicant. In every employment procedure, the personnel have to make sure the job offer will landed to the right person with the right quality relevant to the vacancy.

Job seekers normally undergo a battery of oral and written test. A series of interviews and examinations, both verbal and written will be conducted by team of experience human resource personnel. That is why a good call center applicant need to have outstanding listening and speaking skills. These speaking and listening skills go hand in hand. Those technology savvy applicant coupled with basic language skills and customer service experiences are always have the advantage.

In the process of selecting the appropriate employee to do the client task in for inbound customer service have lot of factors needed to be considered. You can look into their academic performance and overall educational background and most of all their selling experience specially in virtual assistant services. Another important factors are their personal attributes such as flexibility, capability to handle pressure, technical skills and patient. Overall, you will consider everything before you decide if this applicant can contribute to the growth of the company they will handle.

New Call Center Company to Open in Philippines

A US-based company may soon put up a 1,000-seat contact center in the Philippines, confident that the country remains “conducive" to outsourcing, an industry official said.

The present crisis in United States prompted many American Small and Medium Company to have their customer care, marketing, IT operation and accounting . Although the Philippines is not the cheapest outsourcing destination, the Filipinos offered value package because Filipino call center agents are flexible and skillful in many areas.

Inter Call Center Tournament

Dear Sir / Madame,

After the success of the 4th season of the Inter-Center Basketball Championship last 2008, City Sports Club Cebu Incorporated will be spearheading more sporting events for the BPO industry by organizing not just one but four events for 2009.

For this year, City Sports Club will be adding three new events in the sporting calendar by introducing the BPO 9 Ball Billiards Competition, the BPO Badminton Championship, and the BPO Adventure Race.

Furthermore, the Inter Call Center Basketball Championship will be expanded to two divisions, the Call Center Championship and the IT Championship. The champions for each division will then square off for the Cebu BPO Basketball Championship.

In this regard, we would like to invite your company to take part in these exciting tournaments and bolster solidarity among the call centers and IT companies in Cebu through friendly competition.

As an added privilege, upon confirmation of your participation, your employees may use the Sports Club’s facilities at special discounted rates from March 30, 2009 to October 30, 2009.

If you have any inquiries, please don’t hesitate to call City Sports Club – Cebu’s Sports & Games Department at 4158700 local 400 or email at rey.Fuentes@cebuholdings.com . Attached are the initial facts sheets for your perusal.

Sincerely yours,

David Coming Video

TEAM iCOMM INSPIRES OTHERS

5/F SKYRISE, Cebu — After a brief and successful stint in the Inter Call Center Basketball League and the Philippine Basketball Association (PBA), the iComm International basketball team has inspired other employees to be more sports-minded. Indeed, we have received reports that there has been a significant increase in sports participation in the last quarter (jogging activity is now on an all-time high, with badminton and fitness boxing becoming even more popular).

Other athletes have joined in. “I want to relive my glory days but through the game of chess,” says Jay Juan, a former mahjong grand champion. “I’ve been a bato lata all-star player in my day but now I want to play badminton,” says one employee. “Email blasting by day, I’m shadow boxing by night,” says another. “Poker table then, ping pong table now,” says another. Meanwhile, the synchronized swimming team continues to wait for their moment to shine.

STANDARDS & PRACTICES MAKING WAVES

5/F SKYRISE, Cebu — With the launch of the Standards & Practices Initiative months ago, iComm International has achieved significant progress in standardizing all of its internal operations. Departments have all benefited from the streamlining of all processes. This is most evident in the employee level where individual team members experience the most dramatic impact.

Says one employee: “You can really see the difference now. Ever since the food procurement process was standardized, I won’t go hungry anymore because I can just refer to the official palit-sud-an flowchart whenever I buy food from Mother.” Says another: “I now realize the importance of setting standards in my life. I made a flowchart for all household tasks in my house for the kids’ reference and they love it!” Says another: “I don’t know if flowcharts will work for my love life but I’m gonna give it a shot!”

OWN UP CAMPAIGN A TREMENDOUS SUCCESS

5/F SKYRISE, Cebu — Dance craze aside, the Own Up Campaign has enjoyed remarkable success throughout iComm International. Says an Own Up official: “The response has been overwhelmingly positive across the board. Initial feedback indicate that the employees say that they truly welcome the idea and that the catchy ‘Own Up’ slogan has motivated them more setting the bar even higher in getting the job done. Needless to say, we are very happy with the response of the team members. That in itself tells us that we were quite successful in getting the message across each individual in our organization. Although we would like to caution those people who take the campaign a bit too literally. I know you guys mean well but I think owning up to that corruption scandal in City Hall is kinda taking it too far. And also, owning up doesn’t mean you go and buy a lot of things either. So please, please, return that house and lot you’ve just purchased. iComm won’t be paying for that. To the iComm team, thank you and more power!”




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