Call Center Philippines - BPO Services and Company

Call Center Cebu Philippines

The Law That Will Make Investments

The Call Centers of Cebu are seen as one of the best and most competitive in the country.

Call Center Cebu

You Can Breathe Easily in Cebu

Working in the Call Centers of Cebu brings a lot of factors to its workforce.

BPO Industry

Decade Becomes Landmark for Cebu BPO

The past ten years have been a good ride for the Business Process Outsourcing (BPO) industry of Cebu.

Philippines BPO Industry

Cebu BPO Reaches Out to Visayas and Mindanao

BPO (business process outsourcing) services may not be enough for the Philippines if it wants to keep up with the momentum of the outsourcing industry.

28 January, 2014

Straight from the BPO Workforce: Correcting Employee Attrition and Retention

BPO Workforce | Call Center Cebu Philippines

Nowadays, it isn't uncommon to find out that a once open-for-lease commercial unit is now occupied by a foreign-based company. No doubt — Philippines is one of the most attractive countries for outsourcing. The reasons global organisations opt for a call center in the Philippines than one in India are quite obvious. Filipinos are branded internationally for their English proficiency, versatility in terms of culture, and hard work. When it comes to call centres, many Americans or Australians find Filipinos easier to talk to than other nationalities because of their adaptation to the Western culture and their neutral accent.

The job offers from the country's top BPO sectors are even more appealing. Higher-than-usual salaries, health insurance benefits and performance incentives from these companies attract many fresh graduates and those who are struggling to make their ends meet.

Though touted for their generous compensation, BPO companies still struggle in keeping a significant number of their employees. Perhaps conflicting time zones play a huge factor in such attrition rates. Working in shifts can be very challenging especially when health issues come into play.

Although this has been highly attributed to the exodus of a considerable figure in providers of outsourcing services, there are other reasons that give the most impact to their leaving — most of which are managerial in nature.

Problem #1: Bleak career opportunities and growth.
The higher executives need to understand how important this need is for almost everyone in the organisation, especially those at the lower part of the hierarchy. People tend to overgrow their jobs if they see their true capabilities are overlooked. As long as their future is secured in the company, they'll become more motivated to perform and exceed expectations.

Problem #2: Serious ethics concerns.
The ethical issues surrounding the BPO industries in the Philippines are usually those that involve the employee's health, safety and welfare. Unattractive working hours of BPO workforce is undeniably taking a huge toll on the general health of the workforce. Also, it could give rise to a number of psychosocial issues inside and outside the workplace such as illicit workplace affairs, substance abuse and alcoholism. Other unethical concerns include flawed hiring practices and unprofessional officer conduct. Failure of the management to address these would not only promote employee attrition but also client-provider relations issues.

Problem #3: Inconsistent employee recognition and perks.
When an employee does a good job, it is just as reasonable to give him the credit that he deserves. Giving employee rewards is one way of letting the staff know how much they are valued by the company. It boosts the morale of the workforce. Other than recognising various achievements, BPO companies should also focus on motivating the employees through performance incentives, paid holidays, bonuses, provision of R & R facilities and services, company trips and team-building activities.

Every successful business magnate knows how important it is to take good care of his staff. Employees are the gems of the organisation. The challenge of the higher execs is to understand the culture of the country they're outsourcing to. Only then they will be able to successfully retain highly skilled professionals and further improve the organisation's brand.

About the Author

Publish on 01/28/2014
Regus PH - is one of the country's top provider of Manila office space, comprehensive business packages, solutions and serviced accommodation. Their business offices are currently located in Makati and Cebu City.

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13 June, 2013

Philippine Gov’t and Outsourcing Companies Aiming for Quality Manpower

Philippines is known as the best  place for call center outsourcing, and the constant growth of the Business Process Outsourcing (BPO) industry requires the country’s manpower to support this development.

Is the situation beneficial for the jobseekers in the Philippines? 

According to the Business Processing Association of the Philippines (BPAP), it turns out that the call centers in Cebu and other cities are accepting fewer applicants. Out of 100 applicants, 95 of them are turned down.

Globally known as a call center hub, the Philippines is assumed to have call center applicants who readily have proficiency in communication skills.

The country can meet the required quantity of employees needed by the call center companies; what may be wanting, however, is the quality of the employees.

According to BPAP president Benedict Hernandez, the companies cannot find the right workers.

It is not the lack of demand for power that could cause the declination of the industry but the lack of talent may be the reason, he added.

Philippines is recognized as the world’s third largest English-speaking country next to the US and UK, but the large number of Filipino jobseekers may not be enough to keep the country’s call center companies thriving.

It is not only the familiarity of the English language that could help the applicants. They also need the proficiency of the language, learning ability, speed and accuracy, and computer literacy.

The country prides itself in staying competitive and maintaining high-quality call center services.

To maintain the country’s status, BPAP applied the Global Competitiveness Assessment Tool (GCAT). This tool is used to test each applicant’s behavior, learning orientation, courtesy, empathy and reliability.

They chose GCAT to help the BPO companies in the Philippines be more effective in choosing the best people for the outsourcing services industry.

There were 19,700 students from 79 different colleges in Cebu and throughout the country who went through the screening test.

It turned out that there were only a few who passed the standard of high performers, wherein only 5% accounted for the hired applicants. Having a steady supply of quality manpower seems to be a bit of a challenge for the country’s call center industry.

The supply for manpower is not the country’s problem but the supply for quality manpower.

The country can provide workers for call centers but the industry cannot hire all of the applicants. They need to meet certain qualifications. The industry needs to sort the applicants in order to provide quality service for their valued customers and clients.

To maintain the country’s pride in its BPO industry, the government should also do their part by taking action to answer the demand for quality manpower of call center companies in the Philippines.

On BPAP’s side, Hernandez said that they will take measures to maintain the growing momentum of the booming outsourcing services industry in the Philippines.

About the Author

Publish on 06/13/2013
Jane is a freelance copywriter, with majority of her work focusing on the outsourcing industry.

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02 May, 2013

5 Reasons Philippine Call Centers Overtake India

call center philippines |  outsourcing services
Philippines is recognized as the world’s call center hub and the best outsourcing destination for foreign investors.

Philippines already overtook its counterpart country, India, having a higher amount of call center revenues and number of employees.

It was reported in 2010 that Philippines had $5.5 billion compared to India’s $5.3. Also, the country had more than a half million call center workers compared to India’s 330,000.

Call center outsourcing in the Philippines and India is one of both countries’ economic growth factors. Basing on the stats and with the fact that the Philippine government greatly supports the industry, the Philippines is indeed getting ahead of India.

Here are the evident reasons Philippines has overtaken India:

1. Culture Compatibility

The Filipino culture possesses several similarities to Western countries, and Filipinos tend to adapt easily to different cultures.

According to call center operators, there is a cultural compatibility between the Philippines and the Western countries, especially the US, since English is the medium used in the country’s academic institutions and the country was once ruled by the Americans for a few decades.

2. Neutral Accent

According to CCAP corporate secretary and executive director, Jojo Uligan, “When you train a Filipino to speak English, you would never know it is a Filipino. I think Americans like to talk to a person they can understand.”

Indians can speak English fluently but their native accent remains, compared to Filipinos who can immediately adapt Western English accents.

3. English Speaking Workforce

call center philippines |  bpo company
The Business Process Outsourcing (BPO) Industry in the Philippines, especially the Philippine Call Center industry, has already gained the preference of US and UK companies because of the country’s English proficiency.

Being the world’s third largest English-speaking country helps the Philippines provide the demand of manpower by the call center companies.

4. Strong Government Support

Manila and Cebu are the top two call center destinations in the Philippines and they greatly contribute to the economic growth of the outsourcing industry. Also, the Government is supporting not only these two places but also those aspiring call center sites in the country.

The Philippine outsourcing industry is being strongly supported by the government since it has helped cope with the problem of having several Filipinos leave the country to work abroad or seek better opportunities outside the Philippines.

The Philippine government is also offering subsidies to foreign investors, which attracts them to establish an outsourcing business in the country. Also, with the low-cost facilities and tax benefits, the investors are motivated to further expand their outsourcing businesses here.

This situation is contrary to India’s. India is now complaining to the National Association of Software and Services Companies (NASSCOM) for not giving much importance to their outsourcing needs.

Furthermore, the Philippine government modifies the educational programs to enhance the English language proficiency, in a way that the country could have a preparation to provide more quality workforce for outsourcing companies.

5. Hospitality and Devotion to Work

Hospitality of the Filipinos is one of the factors that attract foreign companies to do   business in the Philippines.

Furthermore, John Kaplan, an American information technology specialist, said that Philippines is known as the best outsourcing destination not only because of the workers’ hospitality but also of their devotion to their work.

It is anticipated that the economic growth factors will continue since President Aquino’s government is supporting the development of the outsourcing industry.

Furthermore, Benedict Hernandez, president of the Business Processing Association of the Philippines (BPAP), said that they will take measures to support the booming outsourcing services industry in the Philippines by maintaining its growing momentum.    

About the Author

Publish on 05/02/2013
Jane is a freelance copywriter, with majority of her work focusing on the outsourcing industry.

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11 March, 2013

BPO Philippines: Training Filipinos to Serve, Not Lead?

Call Center Idustry | BPO Philippines

Recently, an executive from an IT outsourcing company in the Philippines published a commentary about the current state of the BPO industry of the country.

According to Kevin Leversee, general manager of an Australian start-up IT company based in Pampanga, Philippines, he has observed a dramatic shift in the focus of inculcating the value of education and profession among the Filipino youth.

He saw that with the growth of the outsourcing industry of the Philippines, the amount of support the government is giving enables the universities to focus on courses that will provide the needed skills to make it in the industry. The universities and the government have been focusing on coming up with a better and bigger workforce that can deliver outsourcing services.

Unknowingly, the Filipinos are actually working for the services needed for foreign people and companies to be innovative. But are the Filipinos changing and innovating as well in the process? According to Leversee, no.

Leversee saw that the government and the big players of the industry are so focused on growing the industry now, yet fail to adapt with the new developments that will be beneficial for the future of BPO in the Philippines.

The education given by the universities is not enough to let the Filipino youth go out off the box and innovate, rather, they are educated to work on the services that conform to the industry.

Leversee compared the Filipinos to the students of California’s Silicon Valley where the IT students are trained to come up with their own ideas, apply it, and make a business out of it. The Filipinos, on the other hand, are trained to support the innovations of the inventors (e.g., Silicon Valley).

Call Center Philippines

He does not hate the industry, but he just wanted to make a point that Filipinos should be trained to do more and not just simply be contented by working in one call center company to another.

For him, the BPO industry would have not grown so immense like it is today if not for the cheap labor it is offering to its foreign clients.

“Why is the Philippines big? Because you’re cheap,” said Leversee. There are many other competitive countries who can do the same work or much more that the Philippines does, but still, the clients go for the latter because of the cheap labor.

On the other hand, the umbrella association of the BPO industry, the Business Processing Association of Philippines (BPAP), said that the country is an IT-BPO hub, growing at a much faster rate than other developing economies.

BPAP president Benedict Hernandez said that the BPO industry accounts for 9 percent of the country’s GDP and 10 percent of the global IT-BPO market share. It is number one in voice-based BPO services and number two in non-voice-based services.

Hernandez still has not given any comment regarding Leversee’s “sensitive” commentary, but assured everyone that the country will not only defend its current status, but will also lead the rest of the world in the IT-BPO industry.

About the Author

Publish on 03/11/2013
Jane is a freelance copywriter, with majority of her work focusing on the outsourcing industry.

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23 January, 2013

Preparing Cebu’s Talents for Promising KPO Careers

Cebu Call Center PhilippinesThe BPO industry of Cebu is considered as the province’s hippest industry today. Professionals, both fresh and experienced, flock call centers in Cebu and excel in the different fields belonging to the industry.

As the BPO industry of Cebu flourishes and evolves into higher levels of outsourcing services, so are the needed people to work for the high-end jobs that are being offered by the companies.

Call centers in Cebu initially capitalized on offering voice-based BPO services and other main functions of business process outsourcing (BPO). In turn, Cebu’s call centers have gained much mastery and excelled in the field of outsourcing. The next move is to focus and develop on KPO (knowledge process outsourcing). The jobs entailed in this sector are more specific and need people who possess specific skills in accountancy, IT functions, software development, and the like.

The BPO sector can hire almost anyone who has above-average skills in the English language and analytical expertise. But the KPO sector has more filtered requirements and more rigorous processes in selecting and hiring people.

The government of Cebu has been actively supporting the causes of BPO companies. Cebu’s call centers have been making ties with government offices like the Technical Education and Skills Development Authority (TESDA) and DOST (Department of Science and Technology) in coming up with programs to help the young talents of the province in acquiring and developing the skills needed for the outsourcing industry.

The Business Processing Association of the Philippines (BPAP) also advises young professionals to try looking into the KPO industry in trying to determine their career path.

BPAP gives the following tips that yuppies can consider in order to have an enjoyable profession in the KPO industry:

1. Know your strengths and weaknesses. This is a stepping stone in determining what career you would want to have in the KPO industry. Your strengths usually lie in your interests and passion. Making your work and passion go hand in hand results to liking and enjoying your job. How fun and easy would it be if you’re paid to work for something that you’re good at and interested in, right?

BPO PhilippinesTo do this, start evaluating yourself with the simplest activities that you do; these can include your hobbies, topics you enjoy discussing, or academic subjects you enjoyed the most in school. Simple things can actually relate to any career. All you need to do is make those simple things work to your career’s advantage.

2. Attend workshops or vocational programs. Choose a course, vocational program, or any training that will help you land your ideal job. This is a smart move to ease your way to your dream job.

This course can be related to your determined strength/s and interest/s. This move will make studying easier for you since your passion for the course will help you love the course more. Choose the colleges that offer the best for the study that you will be taking up.

3. Always give your best during interviews and exams. Since first impressions last, make that first impression effective enough to win the approval of the HR personnel who will evaluate you.

Always remember that you will be evaluated according to how you present yourself. Your first appearance, first action, first few words, first tone of voice, first interaction, and the like can be the determinants to whether you get the job or not. However, don’t pretend to be someone you’re not. Remember that being true to yourself is still the most important factor that HR people look into.

4. Use what you learned in school but don’t let learning die. What’s the use of all those sleepless nights of studying if you won’t use it in your job? Put to action what you have learned by applying them to situations at work.

Keep in mind to remember, learn, and apply what you pick up along the way. As the saying goes, “Experience is the best teacher.” Treat your day-to-day activities at work as your new learning module.

5. Go horizontal in learning. Take this direction in learning new skills and finding your niche in order for you to go in the vertical ladder effectively. Instead of just focusing on being promoted by mastering what you do; make it a habit to learn simple yet important new skills about your work every day. You’ll be amazed at how much other skills you can master.

It’s impossible that you will learn everything altogether, but take your time. These skills will complement the ones that you will be encountering on your next job post or after your promotion.

Anyone who has worked in the KPO sector of a call center Philippines houses can attest to the fact of having a fulfilling—if not promising—career path, wherein many opportunities inspire employees to continuously learn and grow.

About the Author

Publish on 1/23/13
Jane is a freelance copywriter, with majority of her work focusing on the outsourcing industry.

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14 November, 2012

Average Won’t Do for Philippines’ BPO Industry

Average Won’t Do for Philippines’ BPO Industry

The percentage of manpower needed for the BPO industry of the Philippines is growing, but call centers in Cebu and other parts of the country still turn away a great number of applicants, and are only accepting a few ones. Are their qualifications too limited for the applicants to pass?

According to the Business Processing Association of the Philippines (BPAP), out of every 100 applicants to call centers in Cebu and other cities, 95 of them are turned down. The companies just can’t find the right people for the number of jobs offered.

BPAP president Benedict Hernandez said that it is not the lack of demand for manpower, but the companies can’t find the right workers. The BPO industry of the Philippines actually needs more workers to suffice its development.

Hernandez saw that the lack of talent may be the reason for the decline of the industry.

In most outsourcing companies, the screening of applicants is based on their English proficiency, learning ability, computer literacy, and speed and accuracy.

BPO industry of the PhilippinesCommunication skills are said to be the most crucial skill that needs to be developed, especially that the country prides itself as the best provider of call center services.

There are other areas that are measured by the official screening test of BPAP, the Global Competitiveness Assessment Tool (GCAT). These areas are behaviour, learning orientation, courtesy, empathy and reliability.

GCAT is very effective in picking out the best people in the industry. They have sampled the test to 2,500 present employees of the industry to pick out who are the best. It has determined the top to lowest performers of the 2, 500 employees.

They decided to apply the GCAT to 19,700 students from 79 colleges in Cebu and across the country. The results of the test were not impressive. All results were similar in all tested categories. Only a few reached the standard for high performers. The result was the same percentage with the consistent low 5% pass rate of applicants in the industry. Majority of the college students did not measure up to the requirement of the industry.

Also, according to another survey conducted by the People Management Association of the Philippines (PMAP) across 28 industries, the numbers have shown the following:
  • 88% of overall job vacancies required college level candidates.
  • 87% of job vacancies needs only 1 to 2 years of experience
  • 50% did not require any experience at all
  • 65% of job vacancies were entry level jobs. These jobs were not filled by fresh graduates because they lacked the skill/s and the knowledge for the positions.
  • 49% of this remains unfilled because the right candidate could not be found.
Also, the study found out that until 2013 to 2015, the most important skills that workers should possess are the following:
  • Leadership and responsibility
  • Critical thinking and problem solving
  • Flexibility and adaptability
  • Productivity and accountability
  • Good communication skills
BPAP believes that the industry’s problems in finding the right workers may be attributed to the educational system of the country. The implementation of the new K-12 system is still even under criticism.

The new system is said to help the graduates become employable, even if they managed to finish high school studies only. They will receive a diploma that will qualify them to land a job or any trade related work. But critics of the new system said that the added number of years will not answer the problem of the educational system, which is the lack of educational infrastructures and materials and a curriculum that does not focus on critical thinking.

Nevertheless, Hernandez said they will take the necessary measures that would help the industry cope up with quality-manpower insufficiency that it is experiencing. He said they will do anything to maintain the momentum and increase the growth of the industry.

About the Author

Publish on 11/14/2012
Jane is a freelance copywriter, with majority of her work focusing on the outsourcing industry.

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