Industry champions to be awarded at Call Center Conference

The Contact Center Association of the Philippines (CCAP) have awarded four individuals who have contributed the most to the development of the Philippine call center industry, led by President Gloria Macapagal-Arroyo, during the CCAP Annual Call Center Conference & Expo 2009 with the theme “Navigating Through the Global Crisis” held last July 15-16, 2009 at the SMX Convention Center, Pasay City.

The other honorees are Senator Mar Roxas , former Senator Ramon Magsaysay Jr., and Philippine Economic Zone Authority (PEZA) director-general Lilia de Lima. CCAP is the country’s official trade group for outsource and in-house contact centers, representing 55 companies and accounting for more than two-thirds of all contact center seats and full-time employees nationwide.

President Macapagal-Arroyo is recognized for her Administration’s full support for the call center industry, through the development of the country’s telecommunications network, the creation of the Cabinet-level Commission on ICT for ICT policy formulation and implementation, the development of human capital to provide the world-class workers we needed for our industry to grow, and the expansion of the Cyber Corridor to span across the entire Philippines. Senators Roxas and Magsaysay are cited for their early support for the call center industry while Secretary de Lima is acknowledged for making it easier for call center operators to invest and locate in the Philippines.

The CCAP Annual Call Center Conference & Expo 2009 is the flagship event of the contact center industy, which attracts around 6,000 executives, managers, supervisors, and agents of outsource and in-house contact centers. Now on its fifth run, the convention, exhibit, and job fair features more panel discussions with CEOs, analysts, economists, support sectors, and call center agents; 32 new conference topics on operations, HR, technology, and career development; a new conference track for call center startups called Call Center 101 Plus; more booths at the expo with the latest products and services; and a bigger job fair with more job openings.

What is Business Process Outsourcing (B.P.O.)

BPO is distinct from information technology (IT) outsourcing, which focuses on hiring a third-party company or service provider to do IT-related activities, such as application management and application development, data center operations, or testing and quality assurance.

There are two primary types of BPO: back office and front office outsourcing. Typical back office processes that may be outsourced include payroll, billing, logistics and human resources. Some companies offer their services in collections, credit analysis and job recruitment. More than ever, processes that one would never think would be outsourced, such as claims processing at an insurance company, are being outsourced to separate companies. Examples of front office outsourcing include technical support, customer service, marketing and advertising.

The foreign call center has become one of the most reviled aspects of BPO, with many located in different parts of the world. Where most companies once touted their customer service as something they took pride in, many customers find themselves having to explain their problems to someone has little vested interest in the company. Outsourcing or “offshoring” customer service to countries such as India saves the company a lot of money and improves their bottom line. Some of the biggest complaints customers have with foreign call centers are heavy accents and obvious scripting.

A company may utilize BPO due to cost considerations, or simply because they do not have the expertise to deal with certain aspects of business. Many companies have come under criticism for using BPO to cut costs, especially in regards to call centers. Companies in western countries, particularly the United States, are finding that countries like India offer the services they need at an excellent price. This is due to the fact that many of these countries have a well educated labor pool, high unemployment rates and a low cost of living. In India, which had approximately 63% of the offshore BPO market in 2006, labor is cheap, and employees are sometimes better educated than higher-paid workers in the US.

Many opponents of BPO lament the fact that western workers are losing jobs to foreigners faster than they are being replaced. While many companies are improving their bottom line by outsourcing, they are facing harsh criticism by consumers for the decline in quality of customer service. Employees may find an outsourced human resources department less accessible than an in-house one. Although BPO may be profitable now, consumer and employee backlash coupled with government restrictions or taxation on the practice may reduce its popularity.

Job Opportunity

DRAKE INTERNATIONAL

Members of the Drake International Group of Companies are global leaders in the field of human resources, performance improvement, consultative management, staffing, and technology solutions.

Since 1951, Drake has assisted organizations solve wide-ranging human performance problems, staff their organizations efficiently and effectively, and realize targeted objectives. Over the past 57 years, they have worked with hundreds of thousands of individuals, developing their careers and meeting their personal aspirations and goals.

Drake has been retained by a number of international companies within the rapidly expanding offshore contact center and BPO sectors in the Philippines to source candidates for a variety of executive, managerial and frontline roles.

Customer Service Representative (Inbound/Outbound Agents)
Post Date: 30 Aug 2009


Requirements:

• You must have completed at least 2 years in college or finished a 2-year vocational course.
• You must have excellent English communication skills.
• You must be good in multi-tasking.
• You must be flexible to work on graveyard or shifting schedules.
• You must be willing to be assigned in Quezon City, Ortigas, Makati, Taguig.
• Preferably has an experience in handling a sales account in a call center.
• Candidate without sales experience will still be considered.
• If you are a fresh graduate we also encourage you to apply.
• Full-Time positions available.

If you are interested in this career opportunity, they encourage you to email your updated resume to kgonzales@drakeintl.co.uk.

For more information about the position, you may contact Kate Gonzales at 491-3142

Drake International
1904B 19th Floor West Tower,
Philippine Stock Exchange,
Exchange Road, Ortigas Center, Pasig City

For more information please call: (02) 491-3142 or send an sms 0917-8435787
Look for Kate Gonzales or Faith Garcia .

Business hours: Monday-Friday 9:00 a.m. to 6:00 p.m.
Preferences will be given to walk-in candidates

Job Opportunity

RIGHT COMPUTER SYSTEMS, INC.

4/F, Dominion Bldg., #833 A. Arnaiz Ave., formerly Pasay Road, Makati City and look for JACQUIE

Account Type: Customer Service B2B

Job Description:
*

Provide customer service for software and hardware products. Customer service would come in several forms e.g. inbound calls pertaining to troubleshooting and monitoring transactions between customers, back-office suport in the form of contract maintenance, outbound calls to customers and field engineers.

Schedule: 24/7


Career Level Entry Level
Qualification Degree
Yr(s) Exp N/A
Job Category Call Centre
Accounts Services, Call Centre - Customer Support Executives (IT / Non-IT), Call Centre - Transaction Process
Job Location NCR Quezon City
Salary PHP 11K - PHP 14K
Job Type Full Time, Permanent

Job Opportunity by People 2 Outsource

Company Name:
People 2 Outsource
Career Level:
Entry Level
Qualification:
Degree (No Experience Needed)
Job Category:
Call Centre - Agents (Inbound / Outbound), Call Centre - Others, Information Technology (I.T.) - IT Technical Support
Job Location NCR:
Metro Manila (NCR)
Salary:
PHP 10K - PHP 14K
Job Type:
Full Time, Permanent

Requirements:

* Familiar with Console games
* Finished at least a two years in college or a Vocational Course (Diploma Course)
* Amenable to Shifting schedules (Graveyard Shift)
* Willing to work on Holidays/Weekends
* Willing to work in Makati/Libis/Mandaluyong/Pasig
* Excellent English Communication Skills
* Knowledgeable in MS Office Applications
* Can Type 25 WPM

Interested Applicants may visit the office at:

10H, Strata 100, Emerald Avenue, Ortigas Center, Pasig City

GMANews.TV - US firm may put up 500-seat call center in RP - Business - Official Website of GMA News and Public Affairs - Latest Philippine News

GMANews.TV - US firm may put up 500-seat call center in RP - Business - Official Website of GMA News and Public Affairs - Latest Philippine News

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Making the Paths Clearer

The BPO sector remains a good source of jobs for Filipinos especially for new graduates and employees who want to shift to another industry since the most basic requirement is English proficiency for entry level and no immediate industry specializations are required. It is in this area that the outsourcing industry needs to keep building these fresh talents to persevere more to move up the ladder.

Managers should actively show them different career development paths they can take not just simply looking at available posts within the current structure but more particularly exploring new ones, which then leads to new services that can be offered to clients.

The government should also play a more proactive role of talent promotion. Instead of lobbying for the stagnant pricing of labor, they should invest more in the improvement of local talents through providing scholarships that do not merely provide basic education but better yet aims for high level training and experience equipping Filipinos with the chance to discover breakthroughs.