Archive for March, 2012

Philippine BPO: Meeting the Challenges of Non-Voice Sectors

Thursday, March 29th, 2012

It was the year 1992 when the first Business Process Outsourcing was first introduced in the Philippines. From then on, a lot of call center companies have grown on major cities in the Philippines. The BPO in Philippines was even named “Sunshine Industry” because of the rampant establishment of BPO firms in this country. And now, the Philippines has overtaken India as the number one BPO service provider in the world.


But as we all know, it is a very competitive world out there, countries around the world are now seeking to challenge the Philippines’ dominance in the business process outsourcing (BPO) sector, especially in more high-value, non-voice services.  Non voice jobs involve table jobs such as transcription, insurance, finance and across industries like airlines and transportation, securities, human resources, litigation and financial services, insurance, data processing, e-publishing and healthcare. The new challenge is how to develop our own qualified workforce with the specialized skills required by the non-voice sectors such as scalability of entry-level talent; availability of specialized skills; availability and quality of managers; and migration of skilled talent. It is very essential for us to make sure our schools graduate young professionals who can fill in this human resource gap. Government, industry and institution of higher education are enhancing the regulations in training potential call center and other BPO workers and those engaged in non-voice BPO to make them more competitive and attractive to the industry. TESDA has even ramped up support for training and development of non-voice based skills in the BPO sector particularly in the Visayas to boost the region as a choice destination for investors.


It is very evident that our country is achieving another goal,  not just as the number one spot in the outsourcing industry but also as the haven for non-voice BPO services.


Philippine Call Center: Dealing with Difficult People at Work

Saturday, March 17th, 2012

When you start working in Philippine call center or any establishments, have you ever felt intimidated by your co-workers? Actually, this is just a normal thing that happens to anybody whenever they find a new job. It’s a fact that finding a new job is difficult but what might be even more difficult is figuring out how to get used to the new environment that they are working in. Dealing with difficult people is one of the most challenging aspects in workplaces. It may also be a very emotional issue that every time you become upset, in despair, angry, or hurt due to the untoward behavior of a coworker, there becomes a moment in which you feel like giving up at work.


Engage in communication.  Effective communication is always important. Many times, an argument will develop because of communication breakdowns. When someone is talking, listen carefully and make sure you understand that person’s point before you respond. Likewise, make sure the other person understands your own point.


Recognize and respect qualities. Keep in mind that all employees are valuable assets in the business community whatever they are like. Each one has an important role to play.


Use a learning mindset approach.  Approach each interaction with an open mind—avoid making decisions or predictions before you start. Really listen to what the other person has to say and remain open to their viewpoint. When people feel your support, they will be more willing to work with you.


Don’t be a difficult person yourself.  It is easy to identify someone else being difficult. But, how many times do you look in the mirror and acknowledge that you are the one being difficult. Know thyself and recognize what triggers your own responses.



Outbound Call Center: Basics of Telemarketing

Monday, March 5th, 2012

Because of high competition in the global market, organizations around the world are looking for more cost effective way to reach their customers. It is a way to link the efficiency of automation to the real marketing needs of highly competitive business world. Telemarketing is the systematic use of the telephone by trained people to increase profits and reduce selling costs. It is all activities connected with, anticipating, identifying and satisfying customer requirements by phone.


To succeed in telemarketing, you should also be fully aware of the main purpose of the call as well as what you want the recipient to do after the call. It is also best to set a secondary objective that seems realistic. When it comes to generating sales leads, you have to remember that time is money for both you and your potential client. Be concise, clear, and spell out your intentions before the client gets the chance to hang up on you. However, you should also be ready to listen to what the he is trying to say. If he does not seem interested in the products or services you are offering, you have to respect their decision and thank them anyway. It is also important to ask meaningful questions that will illustrate problems that your clients may be experiencing. Do your best in sounding natural because there is nothing worse than listening to someone who sounds like he is reading straight from a book. A good telemarketer is a good listener but also someone who can make others disclose in him or her to a degree from the onset. That’s because the telemarketer must get his/her prospect talking. And that’s not possible unless the telemarketer’s manner evokes some trust in the other person. This is a vitally important make-or-break point of telemarketing.