Comments on: BPO Philippines Call Center Outsourcing Boom

By: bA

bA — Fri, 25 Jun 2010 17:54:53 +0000

While its true that Phillipine culture is much more heavily influenced by the US, Pinoy English puts the emphasis on the wrong syllables, and often puts the emphasis on the wrong word in the sentence. This makes for trouble. the Filipino accent is not “neutral” as many claim.

This problem needs to be addressed, and then I think the Phillipines would really be unbeatable.

By: Brady Bryant

Brady Bryant — Thu, 10 Jun 2010 16:53:31 +0000

There is a rapid growth of Outsorcing these days as manufactures try to cut cost and maximize profit.`-,

By: Admin

Admin — Wed, 24 Feb 2010 19:08:02 +0000

Very true. In fact, there is a center in Cebu that is really delivering outstanding performance and execution for their clients: http://www.vectorbpo.com

Talk soon
Greg

By: Philam Outsourcer

Philam Outsourcer — Thu, 08 Oct 2009 23:58:21 +0000

Cebu City, Philippines is indeed a prime location to acquire quality agents.

Though in a recent census its call center industry only ranks 4th overall in the Philippines in terms of the most number of call centers (Quezon City has 77 major call centers, Ortigas City has 141 and Makati City is 1st place with 274 call centers), it just goes to show that Cebu City, Philippines still has plenty of room to grow and with the 23,000 college graduates produced annually, still have plenty of untapped personnel potential.

By: Admin

Admin — Mon, 05 Oct 2009 14:02:14 +0000

I agree with Bob above.

Bo – that is why many of the customers and clients of the BPO industry are moving to the Philippines. India is in a bit of trouble. But is that because of the owners of the those particular companies are not focused on what is important? Maybe they are willing to sacrifice quality for profits. BTW – if you do things correctly, you don’t have to.

Recently I visited a center in Cebu, Philippines called Vector BPO and I must say that I am really impressed with the quality of agents they are putting on the phones.

Bo – overall I agree that customer service has dropped. But I’m not sure you can blame that on the BPO industry. Consumers as a whole want affordable prices and this pushes the direction that all industries are taking. There are numerious examples of high quality service all around.

By: Bo

Bo — Sun, 04 Oct 2009 03:53:32 +0000

I hate to call Help Desks and service centers any anymore.Customer support and service has gone to the dogs. Every 800# or customer service # these days has a foreigner at the other end. I am not not against foreigners, – I am one.
But when you talk football and the other end is hearing cricket then that a problem. Indian IT is totally a big lie, they inflate there resumes, buy their degrees and the greedy US CEOs buy right into the lie. Incompetence is the new norm for American customer service.

By: Bob de Guzman

Bob de Guzman — Fri, 24 Jul 2009 23:08:16 +0000

Due to a different culture and business approach adopted and brought in by the Americans as well as professional ethics, hospitality and kindness of most Filipinos, the business outsourcing in the Philippines has the advantage to capturing a bigger portion of the World market demand on BPO especially from UK and USA. A win-win situation approach, just like anyone else, between vendor and customers combined with communication skills and highly educated personnel, the BPO industries will boost the economy which results to uplifting their standard of living.

By: Admin

Admin — Fri, 24 Jul 2009 16:24:19 +0000

Hi Paula,

You are absolutely correct. Planning does go a long way. It applies to both internal and outsourced projects.

You can never plan enough.

Thanks
Greg

By: paula donald

paula donald — Thu, 23 Jul 2009 19:56:32 +0000

If you go into outsourcing simply to cut cost your ability to provide quality customer service will suffer. However, if your focus remains on customer service it can work out. Great planning is definitely needed though because now you are relying on someone else to care for your client base and want them to do as good of a job as you.

Careful consideration must be given to whom you select to oursource to, the training you will initially provide and continue to provide thereafter, how you will retain the employees (there is high turnover in outsourcing) and how you will measure performance.

By exercising foresight and planning ahead you can be successful with outsourcing.

“The plans of the diligent one surely make for advantage, but everyone that is hasty surely heads for want.”

By: Admin

Admin — Wed, 22 Jul 2009 21:16:44 +0000

Hi Fred, Great question. As with any other industry, you will find that some are motivated by greed and others motivated by providing a great customer experience, which in the end, will help profits. I have been in the Contact Center Industry for over 20 years now and understand that although providing a great customer experience may be difficult initially, ultimately it will help determine a companies financial success. Call Center Outsourcing companies that embrace this concept will do well. That is why I like the Transparency Model of Vector BPO, they focus on their clients needs, by focusing on their clients customers.