Comments on: Special Report – call centres in the Philippines http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Peter http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm/comment-page-1#comment-29536 Peter Tue, 08 Jun 2010 15:42:12 +0000 http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm#comment-29536 great post about Philipine Telemarketing great post about Philipine Telemarketing

]]> By: Glenn http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm/comment-page-1#comment-29467 Glenn Mon, 24 May 2010 09:51:38 +0000 http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm#comment-29467 Call center Philippines is one of the best economic deal.. Call center Philippines is one of the best economic deal..

]]> By: Rob OMalley http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm/comment-page-1#comment-29093 Rob OMalley Thu, 11 Mar 2010 12:19:51 +0000 http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm#comment-29093 Thanks to the many people who have approached me after reading this report I wrote. If you would like further reports, visit the British Philippine Outsourcing Council website and use the contact form and we will be happy to help you. Thanks to the many people who have approached me after reading this report I wrote. If you would like further reports, visit the British Philippine Outsourcing Council website and use the contact form and we will be happy to help you.

]]> By: Senoraroja http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm/comment-page-1#comment-28953 Senoraroja Fri, 05 Feb 2010 07:37:13 +0000 http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm#comment-28953 I'm working on my Strategic Management paper at this point, and this has helped me a lot. It was very very insightful. Thank you for posting this. :) I’m working on my Strategic Management paper at this point, and this has helped me a lot. It was very very insightful.
Thank you for posting this. :)

]]> By: Anon http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm/comment-page-1#comment-28628 Anon Sat, 21 Nov 2009 07:00:53 +0000 http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm#comment-28628 yeah,A recent CCR Survey amongst 50 UK & Irish in-house Contact Centres of over 500 seats showed the Philippines is now the preferred low cost offshore destination amongst industry leaders. yeah,A recent CCR Survey amongst 50 UK & Irish in-house Contact Centres of over 500 seats showed the Philippines is now the preferred low cost offshore destination amongst industry leaders.

]]> By: Michael Allen http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm/comment-page-1#comment-28451 Michael Allen Thu, 15 Oct 2009 13:13:45 +0000 http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm#comment-28451 A recent CCR Survey amongst 50 UK & Irish in-house Contact Centres of over 500 seats showed the Philippines is now the preferred low cost offshore destination amongst industry leaders. Respondents were asked if they were planning to offshore outside the British Isles where would they locate their facility or select an outsourcer. The Philippines led the table with over half of those interviewed selecting it. Proven success, strong debt recovery skills and well educated and motivated agents were the most commonly cited responses. 118, Capital One, Vodafone, T Mobile and Dell are all based in the Philippines. India appears to be in a nose-dive amongst our respondents, only five respondents picked India. A typical response was "India is damaged goods amongst our consumers here in the UK. BT will be the only player left there before too long." South Africa was only selected by three respondents. Criticism of South Africa focused around typical areas crime, cost of telecoms absenteeism rates and diction. Interestingly several respondents claimed that South African outsourcers were too greedy. "We did our research on SA and understood labour costs to the indigenous outsourcers we spoke to in Gauteng and Durban, but their mark up compared to the Makati City option was greedy." Interestingly Canada seems to have fired the imagination of several respondents with eight of the 50 respondents saying they would use Canada as an offshore destination. "We understand AISL (Admiral) have enjoyed great success there." Other locations mentioned were Tunisia, Indonesia, Spain and Romania. No sub-Saharan locations were mentioned at all by respondents. A recent CCR Survey amongst 50 UK & Irish in-house Contact Centres of over 500 seats showed the Philippines is now the preferred low cost offshore destination amongst industry leaders.

Respondents were asked if they were planning to offshore outside the British Isles where would they locate their facility or select an outsourcer.

The Philippines led the table with over half of those interviewed selecting it. Proven success, strong debt recovery skills and well educated and motivated agents were the most commonly cited responses. 118, Capital One, Vodafone, T Mobile and Dell are all based in the Philippines.

India appears to be in a nose-dive amongst our respondents, only five respondents picked India. A typical response was “India is damaged goods amongst our consumers here in the UK. BT will be the only player left there before too long.”

South Africa was only selected by three respondents. Criticism of South Africa focused around typical areas crime, cost of telecoms absenteeism rates and diction. Interestingly several respondents claimed that South African outsourcers were too greedy. “We did our research on SA and understood labour costs to the indigenous outsourcers we spoke to in Gauteng and Durban, but their mark up compared to the Makati City option was greedy.”

Interestingly Canada seems to have fired the imagination of several respondents with eight of the 50 respondents saying they would use Canada as an offshore destination. “We understand AISL (Admiral) have enjoyed great success there.”

Other locations mentioned were Tunisia, Indonesia, Spain and Romania. No sub-Saharan locations were mentioned at all by respondents.

]]> By: Clint James Colipapa http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm/comment-page-1#comment-19432 Clint James Colipapa Thu, 11 Jun 2009 22:13:15 +0000 http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm#comment-19432 I am 22 years old and a Call Center Agent here in the Philippines and I was able to work with few of the most famous call centers here. Working in a call center is a very challenging job for me since I graduated as an Engineer who is trained to do not exactly as a call center trained individual who is more focused on communications enhancements (listening and comprehension). But the good thing about here is that during our school days-specially during tertiary level, students are encourage to speak english, technical trainings, developing interpersonal relationships,sellling techniques, good manners ect. to be able to make everyone ready to join the work force. There is no reason for us Filipinos to be threaten of competitions with other Asian nations to build call centers because we've been there. We've been with the American way of life since then and we do care a lot with American cultures and we are very attached to American ways that even includes our seemingly equal accent with them. Not to brag, based from actual experience, english-speaking customers would like to talk to a rep from the Philippines because of two things: for one, language barrier and secondly, comprehension. But to give credit to the Indian reps, they are very technical and straight forward. Though, there are so many things that our government should focus in to, that includes security and peace and order since our country has been tagged with political chaos and terrorism, laws and legislation and technological margins. As a call center agent who seeks career growth in a call center, it is my duty to preserve and develop what has been given and will ensure that every call that I am able to receive per day will be handled with productive results because call center industry in the Philippines helps Filipinos to live with pride and better way of life. I am 22 years old and a Call Center Agent here in the Philippines and I was able to work with few of the most famous call centers here. Working in a call center is a very challenging job for me since I graduated as an Engineer who is trained to do not exactly as a call center trained individual who is more focused on communications enhancements (listening and comprehension). But the good thing about here is that during our school days-specially during tertiary level, students are encourage to speak english, technical trainings, developing interpersonal relationships,sellling techniques, good manners ect. to be able to make everyone ready to join the work force. There is no reason for us Filipinos to be threaten of competitions with other Asian nations to build call centers because we’ve been there. We’ve been with the American way of life since then and we do care a lot with American cultures and we are very attached to American ways that even includes our seemingly equal accent with them. Not to brag, based from actual experience, english-speaking customers would like to talk to a rep from the Philippines because of two things: for one, language barrier and secondly, comprehension. But to give credit to the Indian reps, they are very technical and straight forward. Though, there are so many things that our government should focus in to, that includes security and peace and order since our country has been tagged with political chaos and terrorism, laws and legislation and technological margins.
As a call center agent who seeks career growth in a call center, it is my duty to preserve and develop what has been given and will ensure that every call that I am able to receive per day will be handled with productive results because call center industry in the Philippines helps Filipinos to live with pride and better way of life.

]]> By: emmanuel http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm/comment-page-1#comment-8074 emmanuel Mon, 02 Feb 2009 02:05:04 +0000 http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm#comment-8074 Very insightful article. It points to all essential elements of SWOT for this industry. This article made me think... therefore allow me to share some of it.... as my way of complimenting the author of this article. Comments: While the industry in the Philippines is growing fast, its players still play along "red ocean" rules. A 50-60% cost edge versus US, Europe BPO costs, is a strong negotiation leverage. Outsourcing to a Philippine player is by itself significantly beneficial already to the client. Picking which Philippine player offers lower prices (while in itself cost-beneficial activity) will only beget marginal returns. Anyone can match anyone. What a client should seek is productivity per call. (that could translate to more sales for the client)The Philippine Call Center Industry should move as one towards this direction. This way Philippine-based call centers can stabilized their labor-costs offerings, retain their quality people, and prod this very same people to focus more on providing higher productivity to their clients versus the Indian or Chinese call-center companies. Perhaps the Call-Center Association of the Philippines can organize their marketing drive around the above theme for the sake of the Industry. Another thing -(potential Blue oceans): Money from the web users is increasingly evolving towards community-based clients (blogs, wikipedia, flickr,etc). Call-centers have to move to the web eventually for content-enrichment, and cost-innovations. I think Voice-calls-only will diminish in its effectivity to deliver superior service. Face-to-face encounters via the web will someday be the norm. The future market(young generations now) are computer-literate, game based, will want to throw real-time feedback or interaction, and wants to be a part of a web-based community (like flickr, twitter, blogs, etc). Call centers can create for the client a community-based website( similar to "flickr", twitter, a blogspot) for the client, with the client to provide the content, and call centers to handheld the client's customers towards this website-blog, thereby strengthening loyalty relationships between the client and her customers (via the callcenter). Blogspots, sharesites are increasingly making money, but their weakpoint is they are dependent on visits and word-of-mouth. Call centers can accelerate those visits by being aggressive on calling potential visitors as well stimulating word-of-mouth. Call center maybe able to get commissions (another revenue stream) for every successful purchase transaction via this business. These are just some of the glimpses of the future derived from this article by Rob....others, are People-pipeline management. There will be a need for agents to specialize not just on language but in subjects such as "music-jazz, rock", "literature", "stockmarkets", (competitive edge over Indians and chinese counterparts), etc but perhaps, these ideas are already being implemented, as I write them. I'm not part of the call-center industry. My take is that I love my country, and this call-center industry is helping my country a lot. I'm GM of one of the top shipbuilding companies in the world, based in Western Cebu, specializing people-management, client-loyalty among others. My comments were stimulated by the insightful article written by Rob O' Malley. Very engaging. Thank you Rob. Very insightful article. It points to all essential elements of SWOT for this industry. This article made me think… therefore allow me to share some of it…. as my way of complimenting the author of this article.
Comments:
While the industry in the Philippines is growing fast, its players still play along “red ocean” rules. A 50-60% cost edge versus US, Europe BPO costs, is a strong negotiation leverage. Outsourcing to a Philippine player is by itself significantly beneficial already to the client. Picking which Philippine player offers lower prices (while in itself cost-beneficial activity) will only beget marginal returns. Anyone can match anyone.

What a client should seek is productivity per call. (that could translate to more sales for the client)The Philippine Call Center Industry should move as one towards this direction. This way Philippine-based call centers can stabilized their labor-costs offerings, retain their quality people, and prod this very same people to focus more on providing higher productivity to their clients versus the Indian or Chinese call-center companies.

Perhaps the Call-Center Association of the Philippines can organize their marketing drive around the above theme for the sake of the Industry.

Another thing -(potential Blue oceans):

Money from the web users is increasingly evolving towards community-based clients (blogs, wikipedia, flickr,etc). Call-centers have to move to the web eventually for content-enrichment, and cost-innovations. I think Voice-calls-only will diminish in its effectivity to deliver superior service. Face-to-face encounters via the web will someday be the norm. The future market(young generations now) are computer-literate, game based, will want to throw real-time feedback or interaction, and wants to be a part of a web-based community (like flickr, twitter, blogs, etc).

Call centers can create for the client a community-based website( similar to “flickr”, twitter, a blogspot) for the client, with the client to provide the content, and call centers to handheld the client’s customers towards this website-blog, thereby strengthening loyalty relationships between the client and her customers (via the callcenter). Blogspots, sharesites are increasingly making money, but their weakpoint is they are dependent on visits and word-of-mouth.
Call centers can accelerate those visits by being aggressive on calling potential visitors as well stimulating word-of-mouth. Call center maybe able to get commissions (another revenue stream) for every successful purchase transaction via this business.

These are just some of the glimpses of the future derived from this article by Rob….others, are People-pipeline management. There will be a need for agents to specialize not just on language but in subjects such as “music-jazz, rock”, “literature”, “stockmarkets”, (competitive edge over Indians and chinese counterparts), etc but perhaps, these ideas are already being implemented, as I write them.

I’m not part of the call-center industry. My take is that I love my country, and this call-center industry is helping my country a lot.
I’m GM of one of the top shipbuilding companies in the world, based in Western Cebu, specializing people-management, client-loyalty among others.

My comments were stimulated by the insightful article written by Rob O’ Malley. Very engaging. Thank you Rob.

]]> By: No Slowdown at Philippines, India BPOs | TRENDSnIFF http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm/comment-page-1#comment-5178 No Slowdown at Philippines, India BPOs | TRENDSnIFF Mon, 17 Nov 2008 17:08:34 +0000 http://www.callcentrehelper.com/special-report-call-centres-in-the-philippines-2231.htm#comment-5178 [...] 2010, BPO revenues in the Philippines are projected to reach US$12.2 billion at a five-year annual growth rate of 38% [...] [...] 2010, BPO revenues in the Philippines are projected to reach US$12.2 billion at a five-year annual growth rate of 38% [...]

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