The Call Center Expert CallCenterVet delivers the latest call center news in the Philippines. Expert tips and advice included. Statistics Unique Visitors: Total Unique Visitors: Outgoing: Total Outgoing: 0 0 6 2997

Articles from The Call Center Expert

FirstSource BPO Outlook 2007-07-08 21:05:00 Since I'm highlighting the entry of 2 Major Outsourcing companies to the Philippines. I figured I ought to give my readers a brief back ground on one of them. I'll skip the technicalities and focus on what the company does and a background on their financial standing. Let's start with the Indian BPO company FirstSource. It is currently the third largest BPO company in India and provides customer management solutions through a combination of BPO, call center and transaction processing capabilities. It's Management Team is composed of Top Level Specialists from diverse industries it serves. It has garnered several recognitions for the past couple of years from a few business industry authorities such as BusinessWeek and Gartner. FirstSource is very process oriented as it has secured ISO 20000 (IT service management) and ISO 27001 ( Information security management). In addition to these, it has won an award for global Six Sigma excellence for 2007. They provided back-office solutions ...

FirstSource Building lights up! 2007-07-08 07:14:00 While driving by NorthCyberGate Alabang, I was surprised when my wife pointed to APAC's direction. There it was! The Firstsource building lit up in an eyecatching neon signage. The building is right behind the APAC callcenter building but extremely noticeable because it is about at least a couple of floors taller than the APAC callcenter.When I got home and faced my PC, I was surprised to see that I got a great view of the neon signage on the top of their building from where I'm sitting and blogging. Haha! Sometimes it makes me think the sign is beckoning me to join the firstsource company. Haha! This is the first time CallCenterVet has ever been excited of something new in the business! I tell you, for me, applying to first source right now seems very tempting and makes a lot of sense. I could just walk past the few houses here and BAM! CallCenterVet is at work! Same thing when I go home. Practical...For those of you wondering where firstsource is, go click on the wikimapia.com lin ...

Why Is Customer Service like Blogging? ( Or Should Be ) 2007-07-07 21:35:00 CallCenterVet has gotten many "thank you's" recently, that I thought about this... Why is it somehow similar? For me, I have found an avenue where I can get my messages across and ultimately help callcenter people get the work they want. And isn't customer service about informing, clarifying and helping people? CallCenter Customer Service has really gotten a bad rap in terms of the stress it entails. Talk about listening to strangers talk about their problems everyday. Yes that gets to you sooner or later. But the callcenter job is definitely more than that! When you're in customer service, you ARE the face of whoever client your company outsources from. Therefore putting you in a position to make or break the client. In the eyes of the customers, you are the company. But What do you really do in customer service?There are three goals that customer service and blogging share. Help, Convince, Convert.In a callcenter setting, helping is the really hard part. You need to come through b ... Blogging

GENPACT is Wachovia! 2007-07-07 01:44:00 My, my... What do you know... GENPACT IS Wachovia! Well, CallCenterVet actually knew about GENPACT was handling some business processes for Wachovia before but this is the first time I have truly confirmed that they will also be handling the callcenter for them. How did CallCenterVet knew? Well, as a matter of fact, I received a call just a few minutes ago from GENPACT themselves asking if I am interested in pursuing a career with them! And residing just a stone's throw away from NorthCyberGate Center, I nonchalantly said I could be... hehehe.The callcenter HR person actually did not divulge any information at the onset of our conversation. But after I had her finish her all questions. I asked her to tell me if the callcenter account was an existing one or or one being pioneer. The callcenter HR person said they are considering me to be part of their Core Team.Then one more time, I asked ( as if baiting ), if they are looking for people for Wachovia. The person replied: How did you kn ...

Virtual CallCenters: The future of Philippines outsourcing? 2007-07-05 06:46:00 There's an inconspicuous news late last month about Bayantel in partnership with an American CallCenter Solutions provider, Five9, revealed that they are now offering " Bayan On-demand" for existing outsourcers. They say they are promoting their product for 2 main reasons. 1. To provide the callcenter disaster recovery solutions that can be activated in an instant. 2. To provide the ability to expand the callcenter infrastructure in a matter of days.In laymen's terms: You can take callcenter at home! Whoopee! Or Not?CallCenterVet can tell you at least a few good reasons why this idea is going to the dumpsters. Number 1, Monitoring and Support will not be effective. With the technology now, I'm pretty sure On-demand is fitted with callcenter monitoring tools. But what about QA and coaching? What about workforce scheduling? What about Tier 2 support? Callcenter are big on those things. I'm pretty sure whoever sells On-demand will have a hard time countering objections with these. Num ... Philippines

The Contact Center Association of the Philippines (CCAP): The hypocrisy 2007-07-05 04:52:00 Honestly, do you know what it is & what has it done for you? Many of you may say, what is that?!? My point exactly! To a tenured callcenter professional's view, it is the largest group of the biggest callcenter in the Philippines. Count in there almost all of the "notable" callcenter like Etelcare, Convergys, PeopleSupport, Sitel, Sykes and IBM-Daksh. I apologize if I forgot to mention your companies name. There's just too little space. This is a very timely blog because they will hold their annual gathering on July10-11. As they have for the last several years or so. Their agenda for this year's gathering to quote the article from the Business Inquirer is:"The unveiling of the Philippine callcenter industry’s road map up to 2010, in alignment with the direction of the wider business process outsourcing industry. Various sectors, such as the government, real estate, education, and information and communication technology, will respond to this challenge during the plenary sessions. ... Philippines

PinoyTopBlogs 2007-07-03 14:47:00 Yey! CallCenterVet is now part of the biggest Filipino Blogging Community! CallCenterVet is categorized in Business and Finance for a lack of better category. There should be one for the outsourcing industry I thought to myself. And so for starters, just like any good-servant CallCenterVet starts at the bottom at number 12. With no votes yet! ehhhheeemmm! But with you, my readers, I can definitely beat at least the current number 5 with 5 hits this month so far. Help me out by clicking the orange Top Pinoy blog icon above.For more information about the Pinoy Top Blog community. Surprisingly, in that category, CallCenterVet was the only one with a callcenter entry... Hmmm...http://www.pinoytopblogs.com/Thanks, CallCenterVet ...