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Business Process Outsourcing

Call Center Professionals

You can’t build a great company without great people. Many companies have analyzed that what people know is less important than who they are. Hiring is not about finding people with the right experience. It’s about finding people with the right mind-set. A successful employee follows an unwritten code of behavior and set of attitudes that we call professionalism. Let’s look at some of the qualities that a professional must have.

Positive attitude towards the job. In order to be a good professional employee just like a telemarketing agent, you have to like it and want to do it well. An agent with a positive attitude works efficiently. Professionals have pride in what they do and want to make sure that the work is something to be proud of.

Ability to work with people. Philippines call center is also about teamwork and it’s essential to be able to work well on a team and to corporate with your fellow agents.

Eagerness to learn. The BPO industry is changing so rapidly that it’s vital to be open to new ideas. No matter how good your techniques are, you might learn an even better ways and these new ideas will help you grow and become more confident.

Dedication to work. The point of your career isn’t to find easier work. It’s to find work that’s worth the effort. Work can be very hard, no question but the harder you work, the greater your right to love what you do. A career worth loving brings joy, excitement, and fulfillment.

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Philippine Economic Zone Authority: Promoting BPO in the Country

Global companies look for ways to maximize operating cost and lessen risk while optimizing resources to hold themselves against the current economic recession. This is the reason why many large companies in the US and Europe outsource jobs such as call center services to save money. Outsourcing has become a fast-growing trend in the global market and Philippines has become an ideal offshore destination in Asia for many reasons such as its government full support on BPO industries and the country’s infrastructure.

Bearing in mind the need to improve foreign investment and to be competitive globally, the Philippine Economic Zone Authority which is a government institution has introduced the special economic zones policy in the country. Special Economic Zone is likely to present high quality infrastructure amenities and support services. Companies that are under these zones are entitled of tax breaks, quick clearances for building permits, and an exemption from import duties on computers and telecommunications equipment. This is a great opportunity regarding setting up a call center in the Philippines. PEZA was designed to ease the requirements and problems that foreign investment encountered in operating in the Philippines. This, combined with the renewed focus on infrastructure and land development, has allowed the country to emerge as a competitor in the global outsourcing scene. It has also made it a welcoming ground for companies seeking to break into the rewarding Asian market. Now, the Philippines has more than 788 call centers over 20 key locations according to PEZA.

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Philippines Call Center: Personal Safety Tips

While the rest of society sleeps, many Philippines call center agents are on their way to work. While working the night shift does have its advantages such as less traffic on the road for commuting, generally quieter conditions compared to day shift workers in the same positions; the work is fraught with far more downsides. One of which is personal safety.

Being out late at night can be dangerous because criminals are often out under the cover of darkness. However, this can be avoided as long as you use your common sense. The best way you can protect your personal safety at night is to travel with a group. A large group of individuals is intimidating to criminals when a single person is not, and members of the group can look out for each other. You should also stick to well lighted, frequently traveled areas, especially if you are out alone, because visibility augments personal safety. Try to avoid dead ends and areas of darkness, which are ideal locations for crimes. It’s also important to be aware of your surroundings. Look carefully around you while you travel, and take note of anything unusual. Do not use a cell phone or other electronics, because in addition to making you an excellent target for theft, they will distract you. Keep an eye on your personal belongings as well. You can also find self-defense weapons in your things such as keys or spray. Try to learn some self-defense technique as well, this will make you become more confident and able to protect yourself when you are out at night.

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Importance of Virtual Assistants

For small business owners, their goal is to earn but in order to do business successfully, it is necessary to examine how money is being spent. When you work for yourself, every dollar comes out of your own pocket. You lose the expense accounts, company credit cards and plentiful office supplies. It takes a lot of time, money and energy to run a profitable business. Someone has to answer e-mails, market and promote the business, develop and send out a monthly newsletter, write articles to optimize search engine placement, develop or update a website, search for content to add to the website, and drive customers to the website. If you’ll think, it seems like you need a lot of productive staff to perform these duties but there’s a solution to this problem if you’re on a tight budget. A virtual assistant can give you that one precious gift you most desperately need, which is time and can handle all the time consuming tasks so that you can actually enjoy your business.


Being a virtual assistant is similar to being an administrative assistant. The difference is that these people are individual contractors and they work at Philippines call center. With this service that offshore contact centers provide, you can run your business to its full potential without thinking about employee expenses. Specifically, when hiring a VA, the need to pay additional expenses like the insurance, taxes and other benefits to their VAs are eliminated. So if you are an entrepreneur looking to get the job done without making a hole in your pocket, consider the service of virtual assistant.

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BPO Shines Brighter in 2011

The declaration of the Philippines as global number one in the voice BPO services is only an evident sign of a positive 2011 for BPO industry. The Philippines sunshine industry is expected to shine even brighter in 2011. The Commission on Information and Communications Technology (CICT) project that the Philippine IT-BPO industry could yield about US$11 billion in revenues for the year 2011, which would be a 20% increase from 2010’s estimated revenue of US$9 billion. BPAP and CICT also project that the industry could create an additional 84,000 jobs next year, bringing the total number of IT-BPO workers in the Philippines to around 610,000.


The highly-skilled Filipino workforce will be the key to make this projection possible. In fact, young Filipinos prefer to start their career in the call center business. There are universities that offer courses that are related with BPO to shape up their skills in this line of industry. This is the reason why our country is abundant with young college-educated individuals who are eager to join the attractive call center profession. Despite of this, Philippines call center agents have to go through serious training that helps improve their English skill as well as provide them with discipline, self-esteem, and the corporate attitude  to survive in any business environment. The training may be difficult at the start, but workers find out that it’s all worth it as the job boosts their self-confidence and communication skills. With the cooperation and support of the government and private sector, it is with no doubt that the 2011 industry growth figures can easily be achieved.

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Education: Challenge of the BPO Industry 2011

It was an early Christmas present for call centers in the Philippines to have recognized as the world leader in the business process outsourcing (BPO) industry.

This title of being a BPO top leader has been a battle for many years and now that the Philippines won it, the new challenge is how to stay on top.  To maintain the recently-attained global leadership, the country must sharpen its strengths and eliminate its weaknesses. According to the report, the two largest challenges that the industry faces ahead are: maintaining the talent pool supply; and increasing the visibility of the country as an outsourcing leader. It was also noted that as early as a year from now, there is a very high demand of talent but not enough supply of qualified workers. The Philippines graduates nearly half-a-million students from college yearly, but because of non-relevant background and training, less than 10 percent of them have the necessary skills to join the BPO industry. With this, education is still the issue that the government must focus on. The major concern is that if these types of jobs in the country are not filled by well trained and educated personnel, the country would lose its momentum in achieving a knowledge-based sector of the economy, creating a void in domestic growth. The Philippines educational system has to adjust to modern technology and the challenges of the new century. It has always been said that the youth is the hope of the country. Now is the time to act and to give this youth the tools they need to be able to maintain a high level of competitiveness in the global arena, by providing them quality education.

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The Evolution of BPO: Non-Voice Service Provider

The Business Process Outsourcing (BPO) is growing rapidly. Technological and communication advances help realize the wide-spread implementation of BPO, due to their quality and cost improvements.  BPO started with non-core processes and is now moving towards more critical applications. It has boomed with call centers and customer support processes, and now is happening with software development, Human Resources (HR), Finance and Accounting (F&A), training, payroll, and procurement. The trend is moving beyond the outsourcing of typical back-office functions into middle-office functions.

The evolution of BPO services is very evident here in the Philippines with the growth of companies that offer non-voice programs. While the Philippines has been recognized primarily as a key destination for voice-based BPO services, rapidly emerging capabilities in non-voice processes are making it a potential location for non-voice BPO as well. Relatively high competence and maturity in finance and accounting and transcription services are currently being provided by the Philippines BPO industry. Now, you will notice that there are a lot of job opportunities for non-voice services everywhere across the country given that the Philippines has a large pool of quality graduates such as accounting and education. Another advantage of the Filipino workers in this kind of opportunity is their deep affinity in Western culture wherein they are highly trainable and can adapt with fast learning curves. The surfacing of the non-voice market proves that the skilled Filipino workers can compete with their counterparts in India and other offshore destinations in providing other kinds of BPO services.

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Cebu City: Top 9 in Emerged BPO Destination

Over the past two years, Cebu has been the no.1 emerging BPO destinations in the world, but now it is in the ninth spot in the list of top 10 Emerged Destinations for BPO.  The ranking was made by Tholons, an international outsourcing and investment advisory firm, and will be reflected in its 2010 annual survey. This has been great news for everyone, most especially Cebu’s local government unit and business sectors who have been working persistently within the last few years to move the city with towards the level of the world’s primary Business Process Outsourcing destinations – Bangalore, New Delhi, Mumbai (all of India) and Manila. It isn’t easy to qualify as an “emerged” BPO destination, a city has to pass six assessment criteria, which included talent, business environment, cost, infrastructure quality and risks. Without any doubt, Cebu has proved that it’s highly qualified to be a comprehensive competitor in hosting BPO investment and is also proud of its rich human resource of BPO professionals. In fact, Cebu’s government has been very supportive in providing talented workforce by putting up training programs and including plans for a Masters in Business Administration (MBA) program geared for BPO and IT workers.


This is only a proof that not just Cebu but the Philippines, in general has a highly educated, productive and dedicated workforce with excellent work ethics and attention to detail. Filipinos’ strong customer service orientation and high level of commitment and loyalty are its’ inherent strengths that made the Philippines established itself as the preferred choice for BPO industry.


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Philippines Telemarketing: Christmas Season

On Christmas Eve here in the Philippines, it is a night without sleep and a continuous celebration moving right into Christmas Day. The Noche Buena is very much like an open house celebration. Family, friends, relatives, and neighbors drop by to wish every family member “Maligayang Pasko” or Merry Christmas. Food is in abundance, often served in buffet style. There are also plenty of beer, wine, and liquor, which make the celebration of Christmas indeed intoxicating. In other words, Christmas Eve is a very special occasion for Filipinos to spend time with families and friends.


But for those who are obliged to work during this day, it isn’t really a big deal at all. For companies that operate 24/7 like hotels, airlines, cruise ships, restaurants, hospitals and Philippines call center, I’m sure that its usual to their employees to work during Christmas Eve. Regardless of the fact that employees receive extra compensation on that day, it is also one of the greatest opportunities for some companies to earn more income. This is the time wherein most hotels are fully booked; airlines are fully booked as well because of holiday trips and restaurants are busy catering to dinner reservations. For Philippines telemarketing, it is the best time to launch new products and services, to market such products and to perform outbound campaigns.


Christmas season is also a time to earn more income but no matter how hectic this holiday is, for everyone, this is the day that should be remembered and cherished.

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Business Process Outsourcing in the Philippines 2020

The Philippines BPO industry has strongly increased and will continue during the next years. In the news report, President Benigno Aquino III expects the business process outsourcing sector to produce as much as $100 billion in profits in 2020. This is based on the Gross Domestic Product growth wherein the BPO sector has already contributed 3.2 percent to GDP growth in the second quarter of 2010. The government also predicts around $12 billion to $13 billion in revenues by 2011. By 2020, its profits are expected to rise to as much as $100 billion, comprising 20 percent of the market share in the global industry. The BPO sector truly has become a sunshine industry, generating more than $9 billion in revenues, and employing close to 550,000 in 2009 alone. We all know that the Philippines is the world’s second-biggest offshore call center after India but there may be a possibility that the Philippines will replace India by 2020.

It only shows how competitive our country is in the global market. There are many factors that contribute to this vast expansion such as the availability of well-trained labor at low cost which enticed companies to operate specifically in the Philippines. Another factor is the high-skilled labor wherein the Philippines offer a large labor pool of college graduates with a very good command of English. Furthermore, especially the call centres stated that the Filipino accent is neutral as compared to the Indian workforce who possesses a stronger accent. Finally, the cultural attributes constitute another asset, which Filipinos possess. Filipino workers remained to be hardworking, responsible and customer-oriented which are the most important.

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