CALL CENTER INDUSTRYCALL CENTER INDUSTRY

center? A call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers.Who works in a

call center?A call center or a CSR is

the person who handles incoming and outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues.

CALL CENTER INDUSTRYCALL CENTER INDUSTRYWhat is a call center?

The Two Type Of Call

Outbound CallAn outbound call center is one in which call

center agents make outbound calls to customers on behalf of a business or client. Calls made from the center can include telemarketing, sales or fund-raising calls, as well as calls for contact list updating, surveys or verification services. Outbound calls include Advisories, Sales Verification, Customer Services, Surveys and it is usually the Call center agent who calls the client.

Inbound callsInbound callsAn inbound call is one that a customer

initiates to a call center or contact center. A help desk handles inbound calls as well, although calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two. Inbound Calls include Inquiries, Technical Help, Complaints as well as Customer service and in this situation it is the client who calls the call center agent

The Two Type Of Call

Other names

Common Call Center Recruitment & Training Process

this stage determines the voice quality over

the phone and how the applicant responds to

the call

this stage determines the voice quality over

the phone and how the applicant responds to

the call

to assess customer service,

technical or sales skills.

to assess customer service,

technical or sales skills.

this include attitude tests,

computer-based call simulations and emotional

quality(EQ)

this include attitude tests,

computer-based call simulations and emotional

quality(EQ)

PHILIPPINES and the CALL CENTER INDUSTRY

Why Philippines?

Number of Call Centers in the Philippines

According to the Call Center Directory[4] of the Philippine Economic Zone Authority (PEZA), the Philippines now has 785 call centers over 20 key locations.

Absorptive capacity is the theoretical maximum level of employment that can be supported by a location’s graduate and labor pools at a given point in time. Briefly, the formula assumes a level of attrition that the suitable and willing graduate and labor force in that location must be able to replace. The chart above shows that the talent pools in all top-10 Next Wave Cities™ (NWCs) of 2008–2009 are theoretically underutilized. That is, these NWCs can potentially support much larger industry operations.

Absorptive capacity is the theoretical maximum level of employment that can be supported by a location’s graduate and labor pools at a given point in time. Briefly, the formula assumes a level of attrition that the suitable and willing graduate and labor force in that location must be able to replace. The chart above shows that the talent pools in all top-10 Next Wave Cities™ (NWCs) of 2008–2009 are theoretically underutilized. That is, these NWCs can potentially support much larger industry operations.

Call center managers require graduates who are extremely fluent in English and (for technical accounts) above par IT skills. Due to the economic downturn in United States (where the outsourcing industry's revenue came from), only few potential investors are surveying for outsourcing sites.

In spite of this condition, a very well known US outsourcing giant declared recent plans for five new customer contact centers in the Philippines which signifies jobs for at least 7,000 people. In 2006, 160,000 people were employed in a US$2 billion (S$3 billion) business.

OUTSOURCING BUSINESSOUTSOURCING BUSINESS DURING GLOBAL RECESSION DURING GLOBAL RECESSION

The recession also prompted the significant loss of jobs for Overseas Filipino Workers (OFWs). This prompted the Philippine government to provide Filipino domestic helpers government-sponsored training for the OFWs to become call center agents[5]. The program, funded by the Overseas Workers Welfare Administration (OWWA), is part of the government's vocational scholarship program of OWWA and reintegration for OFWs.

The new project will sharpen English proficiency of applicants and provide call center training for 40 hours at $700 per student which the Philippine government has shouldered. This would hopefully give options to the OFWs to shift careers.

OUTSOURCING BUSINESSOUTSOURCING BUSINESS DURING GLOBAL RECESSION DURING GLOBAL RECESSION

Did you know?

TRIVIATRIVIA

In the Philippines, the Call Center industry has been tagged as the Sunshine Industry by the government because of its massive expansion over the last 10 years. It is considered as one of the fastest growing sectors within the economy.

In the Philippines, the Call Center industry has been tagged as the Sunshine Industry by the government because of its massive expansion over the last 10 years. It is considered as one of the fastest growing sectors within the economy.

CALL CENTER OUTSIDE CALL CENTER OUTSIDE MANILAMANILA

MINDANAO

VIDEO PRESENTATION

• CALL CENTER in DAVAO

METRO CAVITEMETRO CAVITE

Sources: BPAP, CICT and DTI, 2009

Most cost-efficient city

ILOILO CITYILOILO CITY

Sources: BPAP, CICT and DTI, 2009

Best place for IT-BPO operations outside Metro Manila and Metro Cebu

METRO LAGUNAMETRO LAGUNA

Sources: BPAP, DTI and CICT, 2009

CALL CENTERS in Provinces

Metro Cavite

Metro Laguna Iloilo City

Davao City

Bacolod City

Teletech

ACS, Inc.Allianz SolutionAscendas Pte LtdDIGITELeSYNERGYplusFilWeb SystemsInfinite LinksINFONXXSunPower TeleTechTransCall Global

BrushNetwork Callbox Inc.ECHO EpldtventusGMCIPacket SwitchTechno callTeletechTranscomVirtual Assistant Technologies Inc.

ADD ForceAegis People SupportBonusfonBuzzfoneConcentrix Fil-Can Comm.JMC Worldlink

Teleperformance TeletechTranscom

Sources: callcenterdirectory.net

CALL CENTERS in Provinces

Bacolod City

Lipa CityPampanga

Cagayan de Oro City

Teleperformance TeletechTranscom

TeletechAdvance Contact Solutions

Aerospace Products InternationalAOL Member Services Philippines, Inc.Cekor Technologies GroupDIGITELE-telecare

Concentrix TechnologyLink2SupportParamedixTricom Systems

Sources: callcenterdirectory.net

Davao City: More than a million people

DAVAO CITYDAVAO CITY

Sources: BPAP, DTI and CICT, 2009

BACOLOD CITYBACOLOD CITY

Sources: BPAP, DTI and CICT, 2009

Best infrastructure

METRO PAMPANGAMETRO PAMPANGA

Sources: BPAP, DTI and CICT, 2009

BULACAN: EAST and BULACAN: EAST and WESTWEST

Sources: BPAP, DTI and CICT, 2009

Cagayan de Oro City: Most cost-competitive city

CAGAYAN DE ORO CITYCAGAYAN DE ORO CITY

Sources: BPAP, DTI and CICT, 2009

Lipa City: Proven host with potential for growth

LIPA CITYLIPA CITY

Sources: BPAP, DTI and CICT, 2009

The Philippines' talent value proposition: Cost competitiveness

Sources: BPAP, DTI and CICT, 2009

For life sciences professionals, researchers, and analysts, 20 percent of the Philippines labor pool is considered suitable for global work, higher rates than those of either China or India. In a study by the McKinsey Global Institute (MGI) in 2004, the Philippines tied with India as the lowest labor-cost provider, with total labor costs roughly equivalent to 12 percent of the cost of equivalent jobs in the US. This labor cost competitiveness persists.

For life sciences professionals, researchers, and analysts, 20 percent of the Philippines labor pool is considered suitable for global work, higher rates than those of either China or India. In a study by the McKinsey Global Institute (MGI) in 2004, the Philippines tied with India as the lowest labor-cost provider, with total labor costs roughly equivalent to 12 percent of the cost of equivalent jobs in the US. This labor cost competitiveness persists.

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