Archive for April, 2009

Cultural Affinity between the US and Philippines

Monday, April 27th, 2009

American businesses that capitalize on BPO to gain global competitiveness make English proficiency of workers a major consideration when outsourcing. It is important that their offshore workers are able to communicate effectively with their clients. But language is not the only consideration when choosing a location for their outsourced call centers. Companies also focus on the culture affinity of the areas that they are outsourcing to. This is why the Philippines has been such a popular destination for American companies looking for offshore call centers.


The Filipinos have been influenced and exposed to US culture for the last century and are very familiar with US business practices and customs. Businesses that need call center services  can save time and money by using call centers in the Philippines because they can get workers who already have familiarity with US culture and don’t have to be trained on cross cultural techniques and language skills.


Philippine schools start teaching English in the first grade and classes are taught in American English. 72% of the Philippine population is proficient in English and its the third largest English speaking country in the world. In addition, their verbal skills are clearer and more understandable to the U.S. buyers than other competitive English-speaking country destinations.


This English proficiency allows the Filipinos to take advantage of what really makes them relate to Americans…the media. When speaking with Filipino call center agents, they can tell you about how “Friends” “Grey’s Anatomy” and “House” have showed them some things about how life is in America but they also understand that these shows are really the visions of Hollywood writers. Oprah is probably a better example of what life is like in the United States and it is one of the most popular shows in the Philippines.

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What contact center services can be Outsourced to the Philippines

Monday, April 27th, 2009

American companies began to outsource many business processes such as call center services during the late 1990′s to offshore locations in order to save money and increase efficiency.  New telephony technologies gave these corporations the ability to send high volumes of phone calls oversees at lower a cost than anytime in the past.  Companies embraced outsourcing and used this opportunity to set up call centers in nations that had large English speaking populations and lower wages.  The first country to take advantage was India but as the technology spread the Philippines soon became a player in the international outsourcing arena.

Now the Philippines is host to many American companies supplying them with inbound call centers, 800 answering services and basic phone answering services.  From its humble beginnings in Manila the industry has also spread to places like Cebu and Davao.  Companies that use inbound services are now looking beyond the phone call and are also offering chat support services and email support services.  Most of the top companies and other have setup their offshore call center services in the Philippines. Several factors have helped in this explosive growth of business process outsourcing: favorable government policies, excellent communication networks, comparatively low wages and skilled English speaking workforce among others. Cost savings, improved quality and productivity have encouraged companies to outsource call center services to the Philippines or to scale up their existing offshore operations.

The 12-hour time difference between western countries and the Philippines has made it an ideal call center outsourcing location, as companies can benefit from 24×7 services by outsourcing call center services to the Philippines.   The Philippines offers both inbound and outbound call center services.  Examples of outbound services that can be outsourced to the Philippines are:

lead generation
database selling
telemarketing
direct mail follow-up
sales
appointment setting services
data verification services

Examples of inbound contact center services that can be handled in the Philippines are:

help-desk services
up-selling and cross-selling
product information requests
product information requests
Claims processing services\Customer Service

Since the Philippines has a large number of English speaking professionals finding call center agents that can answer your calls accurately and efficiently should not be a problem.  And given the strong cultural ties between the United States and the Philippines many of the common communication issues between customers and offshore call center agents are eliminated.

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Tips for Hiring an Inbound Call Center

Monday, April 27th, 2009

When considering what kind of inbound call center your company should partner with remember that the companies who have clear goals of what they want to accomplish are the ones who have the most positive and profitable experiences.  Notice how I refer to the relationship between you and your business outsourcing center as a partnership.  “If you look at it like you are just hiring someone to cut your lawn then there are bound to be problems” says Michael Shapiro an outsourcing expert.  “These companies are often the first point of contact for your customers and you need to trust that they are going to do what they say.”

The first step is to analyze your needs and try to gauge the volume of calls the outsourced center will be handling for you.  Most commonly businesses hire inbound call centers for customer service and technical support.   When estimating call volume don’t forget that many calls centers have become contact centers where customers use email, instant messaging and online chat to get their customer service questions answered.   These options can be real money savers because they allow agents to chat with many users at the same time and answer emails during slow periods thereby allowing more service with fewer agents.  If you think this fits into your customer service model, make sure the contact centers you want to work with offer these services.

Get to know your call center.  Since your inbound call center is going to be  talking to your customers, look at how they treat you as a customer.  Think about your initial contact with the sales person selling the service.  Ask to talk to some of the agents and see if their company is someone who wants to grow with you or do they just want to cash your check every month.  If it’s possible,  visit the facilities and take a look around.  Are the employees treated with respect and given a nice work environment?  If the call center agents are located in a dark, wet basement somewhere do you think they are going to give your clients a positive experience.

All of these questions become even more vital when partnering with an offshore call center.  Offshore call centers are often a lot less expensive than those located in the United States.  It may not be convenient for you to visit but you can still ask for photos of the offices and find out if they employees are given benefits such as heath insurance.  And again, asking to talk with some agents should give you a good idea of how your customers will be treated.

For inbound customer service, it’s a good idea to decide if you want dedicated call center agents or shared agents.  Dedicated call center agents as the name implies, are agents who work only for your company and are bill a flat rate per month.  Dedicated agents offer many advantages in that they can be more deeply trained in your product and they will have a clear focus on your business.  These agents are also popular as virtual office assistants since they can get to know their clients personality and the corporate culture of that particular business.  In most businesses dedicated call center agents are the preferred method unless you don’t get enough inbound calls to justify the expense or if you are just looking for a short call coverage period, like only weekends.  As you might have guessed dedicated agents will be usually be more expensive but tend to produce more satisfied customers.

As with anything, the more knowledge you have going in and the more time you spend finding a call center that you can partner with, the better experience you and your customers will probably have.

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Life as a Philippines Call Center Agent #04

Saturday, April 25th, 2009

Years ago, I never wanted to work in a call center. I have friends working in some Philippines call center companies and I can see how hard it is for them to wake up at night just to go to work. But I can’t deny it. The call center industry is one of fastest growing industry in the Philippines today. It has helped create jobs for many Filipinos and has given opportunities to millions. And somehow, I thought, I wanted to become a part of it. I wanted to feel what it’s like to be working in a call center.

I finally decided to give it a shot. Try once…and if things go bad, never do it again.
I passed, though. It was my first try and I did it. I’d say out of  luck, or maybe not. But whatever it was, I was in for the experience of a lifetime.

I learned that being out at night is risky but fun, too. Especially if you’re out for work. You don’t have to endure heavy traffic, unlike when you have a regular daytime job where you’d be stuck in traffic for hours. You don’t sweat in the  warm heat of the sun. Instead, you can feel the cool breeze of the night, making you want to wear your jacket.

Working in a call center has introduced me to a whole new world. I met several people. Each one different from the other. Each one with a different personality. Each one  with a different style. And each one has touched my life in one way or another.

I learned a lot of things too. Simple things that I didn’t know. Like the names of the US states and  the US time zones. Now, I know that California is on the west coast and New York on  the east.

Parties, outings and other team building activities are the most exciting things about my call center job. You don’t only get to go out with your friends, but you will also get to see different places. Most importantly, you can gain some experience which can make you laugh when you look back to it years after…things worth remembering.  These are the good things that working in a call center has brought me, aside from, of course, the good pay.

But like everything in this world, working in a call center Philippines has it’s share of not-so-good-things.
I knew from the very start that it would be hard. I later realized that it’s even harder than what I had prepared myself  for. I had to turn my time around and keep awake through the night. I’m not a fan of  coffee, but  it became an important part of my diet. Coffee keeps me alert  during my shift. But what’s most difficult for me is sleeping during the day.

Aside from that, I have to constantly please every customer that I deal with each customer service call and establish excellent service under the keen observation of my supervisors and mentors. I have to make sure that the script is delivered the way it should be. I have to prepare my rebuttals, in case I need them.

One of the worst things that could happen when working in a call center is to be shouted at by irate customers. The first time I had my share of that, it made me want to cry. I even thought of giving up. But I realized, I have to take it constructively rather than destructively. And soon enough, it didn’t matter if customers shouted at me throughout the call.  I learned to remain composed and calm.

All in all, sometimes the stress is overwhelming. But I know stress comes with the total package. And I have to endure it.  Indeed, life in a call center can be tough. And for me, it’s like riding a roller coaster. It can bring you down, but it can also take you up.  I guess everything in life is like that and so the call center is no different. All you have to do is hold on to your seat…and enjoy the ride!

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Life as a Call Center Agent 03

Thursday, April 23rd, 2009

You have to learn the rules of the game. And you have to play better than everyone else.” For a start, I don’t have any philosophical quotes to give. But what I just gave was a simple statement which I’ve always believed to be meaningful and can be related to my experience as a call center agent. In a call center life your world is different, you go to work in a different time frame, you work while others fall deeply into sleep, you sleep when everyone else is working. It’s not an easy life… that’s why you have to condition your mind and body from all the changes of what we call “the call center life”.

When I graduated from college I always told myself to practice the profession that I graduated from. Few years back call center companies had boomed and became very popular as for people who are in great need of money. I remember before in my freshmen years I had a classmate, she was very daring and confident just by judging on how she speaks. I thought of her as someone very influential and maybe someday can become one of the famous speakers of our school but then the second semester came she didn’t enrolled back unlike the rest of us. I heard she got a job as a Philippine call center agent and had a starting salary of 10,000 pesos. I said to my self “wow, that’s big money” well perhaps someone who never experienced working would think the same as me. And then I asked myself. Is that job really worth giving up your education so you could be earning that kind of salary? I was intrigued by people’s amazement about me getting a call center job and thought to myself… I could do the same in the future. But when I graduated, I got very fond of my major. I have gained so much in my four years of studying and learning on how to become a dignified teacher.

When I had my first Job as an ESL teacher I met some people who came from contact center companies, they’re stories about stress, sleepless nights, insomnia, coffee addiction and of course the powerful influence of smoking scared me. They say your life becomes boring and meaningless as the days go by, reiterating the same script everyday and you also get shouted at by irate customers, calling you names which you don’t even know what they are talking about. Attacking and hurting you emotionally and mentally. I was blown out of the water. Whew! I never thought it would be that alarming. And so I thought, I would never imagine myself working for a call center company.

Three years later here I am in working at a inbound call center in Cebu. It’s very funny though because of all the stories that I have heard is not exactly how scary I imagined it to be. Somehow here at this call center I found new friends and a new life. All through the months that I’ve worked here, I find my new job experience an enjoyable one. I learned how to be at your best especially when you’re working for a client. The kind of job that I started is a personal virtual assistant. What makes this one different from other call center is that most of the agents work from Tuesdays to Saturdays only and get to spend the weekend with their families. We get to work for professionals in the U.S which is rewarding because these people are willing to train and help you do your job well. I’ve been very lucky so far because I’ve been working for my client since I started here.

At first I was a little worried about my computer skills but thanks to my client and my on the job training I was motivated to push through and learn. Never once did my client reprimanded or make me feel that she was not happy with the work I was doing for her.

The owners at my business process outsourcing company care a lot for their agents, our minds and feelings means a lot to them. As much as possible they want their agents to be dedicated and happy with their job and so far in my years of working for foreigners they are the only ones who care more for their workers. I am truly happy for what the company has achieved after eight shaky months. We have earned our way to the top and are becoming a great call center company. There might have been some moments which were very difficult, some agents left while other new agents are always joining. New rules, old problems but finally we know this company has more to offer for all people… clients, and Filipinos out there who need work.

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Definitions of Call Center and Contact Center

Wednesday, April 22nd, 2009

A call center or contact center is basically any office that a company uses to make or accept phone calls. Usually a call center is set up in order to maximize efficiency so call centers are can be very big with large numbers of agents. Some call centers employ hundreds of agents and are open 24 hours a day 365 days a year. Contact centers are increasingly popular for today’s businesses where centralized customer service and support functions can be managed under one roof.

Call centers offer many advantages to companies. By centralizing their customer support functions or outbound calling, call centers can take advantage of economies of scale. Having all of their phone agents in one place allows business to centralize training and supervision. With the rise of advanced telecommunications technology, call centers can be located anywhere. This allows companies to take advantage of time zones and cheaper labor rates in different states and countries.

Call centers are usually divided into two main function areas. Outbound: employing agents who make telephone calls out to potential customers or people being surveyed. An example of an outbound call center would be a telemarketing campaign that sells magazine subscriptions or weekly delivery of your local paper. Many non-profit organizations use outbound call centers to solicit donations. Inbound: employing agents who accept phone calls. Examples of inbound call center would be a skateboard company who takes sales orders over the phone and offers customer service to those who have questions about the product they purchased. Banks and credit card companies employ huge numbers of inbound call center agents around the world.

Many call centers use a number of different technologies to help improve performance and customer experience. Inbound call centers often use automatic call distribution, this technology assigns calls to representatives on the order they are received. Other call centers utilize call monitoring, in which customer calls are randomly monitored by staff to ensure that phone representatives meet customer needs. Outbound call centers have their own technology. Predictive dialers make automatic phone calls from a call list and give the agent a live call only when a customer answers the phone.

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Why Should I Outsource my Business Processes to the Philippines

Tuesday, April 21st, 2009

There are many answers to the question of why you would want to outsource to the Philippines. Some are more obvious than others. Probably the most basic reason is that the labor rates for talent in the Philippines are much less than the salaries in the U.S.   And you will still be hiring a college educated English speaking person with similar skill sets. The Philippines is the third-largest English-speaking country in the world, has an excellent educational system, and produces more than 400,000 college graduates each year.

Not all functions in an office can be outsourced but when you think about it so many functions can be handled by an outsourced employee. Virtual assistants are becoming very popular these days because businesses see the cost savings of employing an offshore employee. You no longer need to set up a computer and deal with all the paperwork that comes with hiring someone in the U.S. A well established call center in the Philippines can have your virtual assistant set up in a matter of days.

The cost saving are even greater when you look at a function such as outbound telemarketing. Let’s say your business is looking to generate leads for a sales campaign. For the price of 1 outbound telemarketer in the US you could employ 4 outbound telemarketers in the Philippines. Also your Filipino employees are going to be college educated and probably have a good attitude about the work they are doing. A career as a call center agent in the Philippines is highly sought after and well respected. Many call centers offer opportunities for job advancement and salary that don’t exist in other areas of the Philippine economy.

Filipinos have a well-deserved reputation as hard workers and excellent employees with a positive attitude toward relationship building and customer focus. Call center agents in the Philippines exemplify this reputation. Their success as outbound telemarketers, virtual assistants and inbound customer service reps can help small and medium businesses grow.

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Life as a Philippines Call Center Agent #02

Tuesday, April 21st, 2009

I woke up and just when I was still half awake, and all wrapped up with my blanket, “where am i?

“oh… thank God I’m at home…is it late in the afternoon?” I asked myself, my eyes were still closed. Then I suddenly gasped, and all of the sweet, cozy feeling of having to sleep more went away,

“I’m at work!” I confirmed. “it’s my one hour break! And I’m just in the sleeping lounge.” I said disappointingly to myself. And at times I would ask, “It’s Wednesday today, isn’t it?”.

“No, it’s Thursday here and it’s Wednesday there in the US” my colleague replied. “Ohhhh yeahhh..gosshhh…days seem to run so fast.

It’s like today, it’s Monday and then, the next thing you’ll know, it’s way past the middle of the week.”

But this is just a common situation you know even to people who are not staying up the whole night working in Philippines call centers, it just happens so often. We get disoriented with time and because we work for clients in an opposite time zone, we get it all really mixed up. Well, maybe for a time before having to adjust.

Anyway, this is my second job working in a call center. The first was not really that good. I was a customer service rep. I handled complicated accounts of customers like billing, hours of usage, verifications,

What affected me most was the customers. Some were so mean and irate and some were kind and polite. Well, I tell you, most of them are irate but I can’t blame them because most of the time, they have a point and that they’re not mad at you but they’re mad at what they got with the services, the company and especially, when they’re charged more than what they expect.

Then there were the supervisors who kept pushing you all the time, yelling at you, even in the middle of a call that makes a really “perfect” day at work. It gave me a terrible headache every day. And literally every day, just minutes before the start of my shift, I would pass by the clinic and ask for a hot water bag, a pain reliever, and Salonpas, a muscle pain reliever wherein you’ll just stick it on the part where your muscles feel sore but they don’t help that much. It was really awful to have felt that way.

Even if the pay was quite good…it just can’t help the headaches. So, I quit. I only worked there for 3 months. Then now, my 2nd call center, I’m going to be on my 6th month this month of March. It’s an achievement on my part that at last, I was able to stay this long. I can hardly believe it really. With this kind of lifestyle? You go to work at 11 in the evening and go home at 8 in the morning. And when I get home, and in my bed, I hear the cars passing by, honking their horns all day and the heat rising up especially on mid day to 38 degrees Celsius or 105.4 degrees Fahrenheit. I’m like toasted inside my room. Like a turkey in the oven even if the electric fan is already on number 3.

So, how am I supposed to get a good sleep with that? And if I really get so sleepy, I would get a wet towel and lie on it or cover myself with it on the bed. It’s cooler and I can sleep at least without having to sweat that much. It would be really lucky for me to be able to sleep 8 hours straight during the day but that’s totally impossible. How I wish that would happen every day you know. So, after almost six months, I’m already used to having only 4-5 hours of sleep and some naps and eat once or twice because I would rather get some sleep than eat. Sometimes I would drag myself to work especially when it’s night time already and it’s when I get to sleep better because it’s dark, quiet and cool.

I wanted to sleep more on my cozy bed with my cozy blanket and pillow but I needed to get up to go to work. But every time I get to work, I sit on my station, I’m just comfortable and happy. I guess I’ve found a place. Maybe working in a call center is not really bad at all. With little work experience and being a fresh graduate, I would not get a salary as big as this but since it’s an offshore call center, it gives me good pay, incentives, good health and insurance benefits. So, it puts good food in the refrigerator…. things that you can’t buy or can’t do when you’re working on a day-time job. Yes, that’s life in a call center.

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Life as a Call Center Agent 01

Monday, April 20th, 2009

Socrates once said, “An unexamined life is a life not worth living.” My life is a series of exams. Each day begins with a clean slate. I have a plan, but I don’t know the outcome. In reality, I’m writing with a pen so I can’t erase my answers but I can correct them. Whatever I do or say will affect the final score called success. I have to answer three questions: who am I, what am I doing, and where am I heading. I don’t know when the result will be and if it shall be given today, did I answer these queries well? If I fail, do I have one more chance to pass?

A year ago, I lost three things consecutively – my ESL job, my facial spa business and my father. At a certain point, I felt melancholic, discouraged and uninspired. Not knowing where to go nor what to do, my best friend named JK contacted me and offered me an opportunity to regain myself back. I waited patiently for the opportunity for a month. While sending off my brother to the airport, I received a message to report for an interview at one of the inbound call centers. I applied, and got hired but it wasn’t an ordinary employment. I’m the only employee who started working part time in the company, working 4 hours a day and got paid half initially.

In a call center, life is a continuing process of acquiring new skills and maintaining a positive attitude. When my cousin came along to help strategically manage the company, modifications had to be made to enable the company to grow. I felt threatened because I’ve been working for some time without a client. Yet, it was another challenge to prove my credibility. Some of us went through SALES 101 training. The training made me realize that in any transaction, I have to inspire, motivate, persuade and negotiate to close a sale. SALES 101 brought me a different perspective and transformed me to be confident, assertive and assumptive. I am proud working in a Philippines call center because I’m surrounded by indefatigable managers and versatile workers ready to adapt changes. Life in a call center is surprising, too. I would never know who’s going to pick up the other line. When the phone starts dialing, I asked myself whether I will make a lead or talk to an irate customer.

Mere acquaintances became good friends. We have lunch together, sit near each other and yet chat online to share a little secrecy. Some of my good friends left to look for a greener pasture while I opted to stay waiting for the next payday. Working in a call center is like conquering time and space. I increase my purchasing power but I live in a different dimension. I wake up when my kids go to bed. I work while the rest of the world has fallen into a deep slumber. I’m earning enough revenue to pay off my bills and save some into my bank yet has to sacrificed the sweetness of sleeping beside my significant partner in life under the dark velvet sky. However, along with this sacrifice is the realization of how colorful life in a call center could be. I could be laughing out loud with green-minded friends or working with a boss who sees things in black and white. I could be making a lead, waiting for a probable client or anxiously waiting to see the company grow. It dawned on me also that what comes around, goes around. I might have lost three things last year but I was given another present to cherish. In these times of economic adversity, I’m so blessed that I have a call center job.

My life in a call center is a test of trust and faith. It’s a test that confirms trust in my ability and faith towards the strategic plan of our managers. I have integrity to the management to lead the company to the right track. Now, I have the answers to the three queries I mentioned above. I am a Virtual Assistant striving to satisfy my client simultaneously working to improve the quality of my life. I could foresee where I am headed to. Someday, I would succeed with what I am currently doing in. If at certain times, I might have failed to write something on my clean slate, I know I have another day to do it again perfectly. I’m not afraid to fail anymore. If anyone wants to find out why I dare to be different, well I belong to the right company. Are you living an unexamined life? Tell me and I’ll show you the difference in Executive Boutique where you can find the executives making lives worth living.

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Is Cebu the next Manila?

Tuesday, April 14th, 2009

Ever since the beginning of the call center industry in the Philippines,  when people think of a Philippine call center they think of Manila. It probably stems from the fact that many people outside the Philippines haven’t heard of any other cities and Manila was the birthplace of business process outsourcing in the Philippines. The cost saving companies can capture by moving their telemarketing and inbound customer support to this thriving metropolis is now well known.

What about the rest of the country?

It wasn’t often we heard about Cebu, the second largest city and major shipping port. But as Bod Dylan said the times they are a changing.

Many U.S. companies who are looking to outsource are now seeing the benefits of moving their BPO programs to Cebu instead of Manila. The island boasts a population of about 3.5 and most speak English very well. Cebu graduates 20,000 students annually from its universities and offers a strong, educated labor pool.

Cebu is exploding with job growth in the call center industry because of their strong English skills and high productivity. Job creation has been very strong in the outsourced customer service field. But call center agents are also finding work in sales lead generation, as virtual personal assistants and surveys.

Cebu has become a destination for educated job seekers from all over the Visayas, which are the southernmost islands in the Philippines. The call center industry in Cebu is also being helped by the islands infrastructure which rivals Manila in its high speed data connections to the rest of the world.

Cebu is not in an earthquake zone or typhoon belt, and there are no volcanoes on the island. Cebu has beautiful beaches, rich coral reefs and has become a destination for international travelers. Business leaders in the U.S. who are looking to outsource to the Philippines are smart to look to Cebu not just for its call center expertise but also for the beauty of the Philippines second largest city.

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