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The Call Center Expert
CallCenterVet delivers the latest call center news in the Philippines. Expert tips and advice included.

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Articles from The Call Center Expert

Citigroup may be the Next Big account For Genpact or FirstSource
2007-08-26 10:51:00
This is the next big thing on the Philippine call center scene these days. Negotiations & bidding has been hotly contested for the rights to get the Citigroup BPO account from a previous outsourcer in India. From a group of at least 6 outsourcing bidders, the final contenders remaining are Genpact, FirstSource & 3I. They are all based in India. WNS & Infosys BPO's dropped out of the race figuring the financials are out of their range.This means there's a great big chance we'll see a Citigroup account in alabang in the next few months or probably early next year.Citigroup is the largest private financial group in terms of assets in the U.S.Read The News Permalink:Genpact, 2 others in final lap for Citi BPOThe sale of Citigroup’s captive BPO in the country is a few steps closer to being concluded. The number of potential bidders has come down to three with Genpact, the number one third party BPO in the country, along with PE firm 3I and BPO firm Firstsource Solutions in the fina ...

A lot of Call Center Managers - Poor In Labor Laws
2007-08-24 13:14:00
How many times have I heard these stories in the call center business: " I was not given due process..." or " My boss harassed me till I quit..." or " They wanted me out for no reason..." or " That's against Philippine labor laws..."? Probably more than I should... I mean call centers are supposed to be big on their processes. It's a leverage they use to get more business. It's their selling point to attract more people to join their company. It's supposed to be one of the things they include in their values... That they protect & respect the rights of their employees on all levels. Labor lawsuits should not be a common things to hear about if they only have managers who are at least trained in Philippine Labor Laws. They should have managers that are strict in following guidelines of due process which all men are entitled in this democratic society with decent protection laws for workers. One reason that account managers are at fault here is because is they try to protect the a ...

Beware Of Job Post ads
2007-08-20 23:48:00
A little word of caution to my fellow call center professionals, security researchers from the U.S. have discovered information-collecting trojans embedded in small image job posting in Job websites similar but not limited to Monster.com. Please do not enter personal information when promoted after you click on these ads. Better yet do not click on them period. The Trojan is released immediately after clicking on the job ads image.For the full story on the issue, here's the permalink:Phony ads on job sites lead to 100,000 stolen identitiesSecurity researchers have unearthed the single largest cache of stolen identities...Check out my newest website: Click on the picture: ...

EPLDT Ventus gets a SONY account
2007-08-19 22:10:00
Here's another development that some Sony agents, current & former, might be interested in. Just over a week ago, EPLDT Ventus based near The Fort, has won the contract to provide CS & Ts for some of Sony's high-end products like the Sony Vaio. This is very similar to an account the former Clientlogic now Sitel has had for several years. Sony says they have given the outsourcing contract to EPLDT because of their Telco expertise & infrastructure.This would be great news for former & current Sony agents & TL's, if ever they would want to relocate. It would be a few months more till we see EPLDT publicize openings for this account as they need to set up account implementation first before rolling out with the trainings.FYI: Some of the callcenters that are currently providing TS and/or CS for Sony are: RMH-NCO is abs-cbn bldg and Sitel in Emerald avenue Pasig.Permalink:SONY SIGNS ON WITH VENTUS TO PROVIDE OUTSOURCING SERVICES--ePLDT Ventus, a provider of cost-effective, offsho ...
Sony

The Best & The Worst Things My Boss told me..
2007-08-17 12:55:00
Here's a little something to share for people to get to know me, callcentervet, a little more personally. I've been told a lot of different things regarding how I'm doing while I was an agent, a team leader and an Operations Manager. I admit I'm a little ashamed of sharing some of these because it's a little personal but what I really feel some of you will and can relate to these. The list is not exactly in chronological order. If you've been told something good similar to mine, I salute you. You are on your way to success. Use the motivation to strive even harder at work. To those who have been told something bad like mine on the list. Don't worry you're not the only person who have been told you're worthless. Use the humiliation to prove them they are wrong. If it is possible, fight for your rights as a person with dignity.The best things I've been told list:1. "You have been wonderful. I couldn't imagine how I could have done it without you".( my American boss told me ...
Amp

My blog is worth $4,516.32 in just 52 days
2007-08-16 05:21:00
Myblog is worth $4,516.32.How much is your blog worth?This is some serious stuff. I didn't know I can make so much money on the internet in 52 days just by blogging. This is no BS. There a formula by created by Technorati that computes how much your blog is worth based on how many backlinks you have. a backlink is simply your link published on other websites or blogs. There are a number of ways one can build backlinks. For those who have blogs already click on the image above to find out how much is yours worth. For those who don't you can still find out how much a popular website is worth by clicking the image too.So now you're blog is that much... So what you may ask? We'll I can sell it... There have been instances where some people would want to buy blogs from other people because of business reasons. Think in the line of Google buying Youtube not far back. Ofcourse, since my blog is hosted in blogspot.com, technically I can't sell it due to restrictions in the User agreement ...

Sites to read about for Job hunters
2007-08-15 10:02:00
I've looked up great sites for our aspiring call center applicants to aid them in their search. Mind you, they are Pros in the business just like me... Ehem... hahahaThe image above show the webpage of Mr. Chris Russell. Here's his bio courtesy of his abot page: His insights on current job search strategies provide a unique perspective, unmatched by any other job search expert.He's been on both sides of the hiring fence as a jobseeker and employer. Now as the manager of his own internet job board, he adds another dimension to his job hunting expertise. As online job hunting evolves, Chris, also known as C.M., will keep you up to speed with analysis and advice through his book, blog & career podcasts. His education includes a B.S. In Marketing from Southern Connecticut State University and a Master of Science in Information Systems from Pace University in White Plains, New York. Currently he is President & Founder of AllCountyJobs.com LLC - a network of regional job boards s ...

Where Is The CallCenter competition?
2007-08-14 09:18:00
These days as Outsourcers continue to drive better results while striving hard to drive costs down, they are seeking to find new venues to operate. We are seeing far out countries silently creeping into our sunshine industry. You'd be surprised to find out that some African countries after growing out of economic problems and wars are now beginning to capture some business away from the usual hubs of outsourcing like india and business. They are entering the market the same way the callcenters unofficially started to grow in the Philippines back in 2000. They have set-up their IT & Telco just enough to give India & The Philippines a small run for their money. They are other emerging destinations as well. They are Scotland and some Latin american countries which can easily capture the need for bilinguals in the callcenters serving the U.S.Here's a list of stories about it that I think are interesting:Africa beats India on offshore call centre costsAfrica and the Middle East is one ...

Call Center People... Earn Extra Money From Blogging
2007-08-12 07:04:00
Ok. I have to admit, I got into blogging because of 2 things. Number 1 is to help callcenter people through sharing my knowledge & help them get the jobs they like. Number 2 & is to earn money while doing it. I got the idea from a co-worker, a professional blogger, who has made blogging a great source of income. He has been blogging since 2005 & has earned a decent amount of dollars through this online business.For those who don't have any idea how this all works out, read carefully this could be your chance to join the biggest online rave hitting the Philippines. Blogging is really easy. For starters, it's FREE. You don't have to shell out money to do this. You can simply blog for 30 minutes-1hour a day at home or while at work as long as your online. This is a great opportunity for call center agents because they are online at work for 8 hours per day. although this maybe a small problem if your callcenter is very restrictive in internet browsing. Nevertheless, it still is a g ...
Blogging

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