Welcoming the 2010 Pinoy BPO Industry

It's been a good year for me, having tried new roles in the BPO industry was really exciting. New horizons opened up and new opportunities for me and made me realize that there's more that I can do, besides the usual taking in calls all night.January 2010, I will be launching my volunteer group, My Call to Share. It is a humble idea that we, Pinoy BPO workers, volunteer ourselves for a better community. To give back our blessings is a way to succeed in our endeavors in life. I don't believe that our Pinoy BPO workers are too indulged in material gains brought about by our wages and commissions, but a driving force for change.What a challenging...

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BPO Party List?

As the elections draw nearer by the month, news about politicians left and right flood the media and political ads are annoying, playing by the minute. The Pinoy BPO sector now also wants representation to the Congress via Party-List, or is it really just a few people having grand ambitions of being politicians and just pretending to be the voice of the Pinoy BPO workers?In my opinion, you don't need to be a politician to serve the people. Now is it really the intention to serve that drives these people or to just have a share of tax payer money for themselves? Hunger for personal fame and ego being disguised? These are just plain and simple...

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JPMorgan Cebu provides jobs

Providing premium BPO jobs in Makati and Taguig with approximately 2,300 seats, JPMorgan Chase & Co. is now hiring jobs in Cebu City. Located in eBloc Tower at Asiatown I.T. Park, JP Morgan Cebu will cater to U.S. and Canadian customers.Cebu City is a higly urbanized city in Central Visayas and what I like best about the city is that you'll be able to both enjoy urban living, and for just a few hours by land, superb vacation spots.Current jobs for Senior Trainer for Collections, Trainer, Operations Manager, Team Manager, Training Manager are now up for grabs and very soon for Customer Service Officers.Now this is really an enticing offer...

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ACS to be taken over by Xerox Corp.

That's right, Xerox Corporation is on a diversification move to buy Affiliated Computer Services worth $6.4 billion, which as analyts say, will enable ACS to compete against Hewlett-Packard which bought ACS rival Electronic Data Systems a year ago.Xerox Corporation, the world's leading document management technology and services enterprise is a $17.6 billion company and is already the world's biggest supplier of digital printer and document management services.Meanwhile, Affiliated Computer Services provides information technology services to industries including telecommunications, retail, financial services and education with presence in Asia...

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Philippine BPO Industry Grows 21.7%

Canada-based research firm XMG Global new reports says that the Philippine BPO Industry grew by 21.7% to register US$7.3 billion in revenues by year-end. The Philippines as the third-best performing destination came in after India and China that registered revenues of US$48 billion and US$28 billion, respectively.IT services sector moved slower and delays in expansion plans by major BPO players in the Philippines made the growth lower than the expected 24%.It is very notable that we are in the far third in this report but I'm very optimistic that 2010 will be a record breaking year for the Philippine BPO industry and the new 2010 government administration...

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Wipro Hires Employees for New Quezon City Site

Despite the difficulties of the global economic crisis, a new site for IT solutions and services leader, Wipro Technologies, will open a new site in Quezon City. An addition to the 45,000 square-foot Cebu facility that already employs close to 1,000 Pinoy BPO workers, the new site will be occupying half of Lucio Tan group’s Eton Cyberpod Centris building at the new urban development near the Edsa-Quezon Avenue intersection in Quezon City.With the opening of the outsourcing hub, Wipro initially posted job openings for: Customer Service Associates, Deputy Manager / Manager for Talent Acquisition, Senior Executive for Talent Engagement and Development,...

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Dell Acquires Perot Systems

Dell is planning big on diversification, with its $3.9 billion acquisition of Perot Systems. Eyeing Perot System's IT services market. The acquisition will compliment Dell's core PC and server business and Michael Dell said 'this acquisition makes great sense' as he believes Dell and Perot Systems would be able to grow faster when combined.In the Philippine BPO scene, Dell International Services Philippines sold its Pasay facility to Teleperformance last March but retained its Quezon City facility which currently employs approximately 1,000 jobs. Dell International Services Philippines caters to U.S. and just recently, U.K. Dell customers, providing...

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Teletech Makati will be 2 New Sites

Yes, not one but two new Teletech sites in Makati will be inaugurated soon as an addition to the 12 existing delivery centers in the Philippines. The newest addition will be located at EcoPlaza Building in Don Chino Roces Extension and GT International Tower along Ayala Avenue.It is very notable that Teletech was focused before on putting up sites outside the usual BPO hubs in the Philipines and reaped success as Teletech is now currently the largest BPO solutions provider in the country with an estimated workforce of 17,000 employees scattered over a dozen locations across the Philippines.Teletech in EcoPlaza Building will have 300 seats for...

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Work and Have Fun!

So now you got your bonus. What's the first thing that comes to your mind? Let me guess: Shopping? Bar hopping? A date? Or vacation? Maybe the amount may dictate your choice. Certainly they're all expensive. So let's say you'd pick a vacation. It could bring you all the way to Bora, the usual place to go (although I haven't been there yet), an enormous expense for an average guy on the street. But surely, vacation is a must. No need to explain why. The pressure is just too high we need it to survive! It can be a cheap ride to your village which is 7 kilometers away from downtown, after an hour ride from the city proper. You will reach your place...

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What is The Call of Call Center Agents?

This is in response to the privilege speech of Rep. Raymond “Mong” Palatino in the House of Representatives last August 17.This speech may be in a way an eye opener for people outside of the realms of the BPO industry, but I’m disappointed that it lacks proposals of concrete, temporary or permanent solutions to the problems outlined in his speech. It is also not informative and helpful in any way for us BPO workers.The PHP15,000 basic pay is indeed above the usual entry level jobs available locally but pay on other offshore destinations are well above our rates here. This is may be due to market forces, as cheap but skilled labor draws BPO investors...

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The Stream Global and eTelecare Merger

May be the biggest BPO industry deal since the ClientLogic-Sitel merger, Stream Global and eTelecare will combine for a 26,000-strong workforce that will span 50 solution centers located in North America, Europe, the Philippines, Latin America, India, the Middle East and Africa.Ayala Corp. owns eTelecare through it's BPO investment company LiveIt and Stream Global is a premium provider of customer care and business process outsourcing services, a global firm that is a publicly listed company in the United States. (NYSE/AMEX:OOO)The company will operate under the Stream Global Services name globally, and under the eTelecare brand in the Philippines....

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Global Rankings of the Most Attractive BPO Destinations

Based on global management consulting firm A.T. Kearney’s Global Services Location Index (GSLI) latest edition, the Philippines ranked 7th (with a previous rank of 8th) most attractive offshoring destination. I believe this is based on several weighted factors and the three main categories are: financial attractiveness, people and skills availability and business environment.In the financial attractiveness aspect, I believe BPO employees are still in the lower end, based on salaries being paid compared to our competitors. Chatting with a friend from Hyderabad, India, she receives INR 18,000 basic pay plus allowances and a carpool incentive working...

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Prepaid Loads Now Have Longer Validity

I woke up this morning and I needed to load my Globe number with prepaid credits to SMS a friend. Now a 40 peso load have a 15-day expiration, (plus 20 free text to all networks as per Globe's promo) due to the NTC Memorandum Circular No. 03-07-2009, loads will have longer expiration or validity periods.Credits worth P10 or lower will be valid for three days from the previous one-day expiration. Loads more than P10 up to P50 can be used for 15 days while credits worth more than P50 up to P100 will remain valid for 30 days.Loads more than P100 to P150 will expire at the end of 45 days while credits of more than P150 to P250 will last for 60 days....

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New BPO Destinations

It's July and halfway through the year and I wrote early this year about the robust BPO industry in the Philippines, and still it is making a strong showing that will sustain until the end of the year.Shifting to the global BPO scene, new BPO markets are ready to take off and will definitely own a share in the industry because of it's unique characteristics. The dampening of the economy makes companies prepare to emerge more profitable when the economy recovers and that is a golden opportunity anticipated too by the global BPO industry.The way I see it, the new BPO destinations that will compete with the Philippines are Sri Lanka, Egypt and Central...

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Misconceptions About Call Center Agents

There are a lot of misconceptions about call center agents. I bet each one of you has his or her own connotation. Before I joined the call center industry, I used to think that this is a job that would benefit moms like me because you'll have no other responsibility but to answer customer inquiries. It turned out that I was wrong. Big time!Many people think that working in a call center is easy. Easy enough that even non-degree holders can be accepted. Although it is true that there most call centers accept non-graduates, it is not analogous to say that the job is easy. More than anything, it is very important that the person can handle stress...

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Mute It

You can't deny it. We all live in the same extra world. I call it extra because its just really uncommonly difficult. And easy. A combination you feel when you are in it. You go to work at night. You sleep whole day. Then you wake up worrying what shirt could probably look new under your same old black jacket. Then you go to the same spot, if you are lucky to gain that position all your project life (whatever account that is) with your pictures posted on the wall and the rest extra-- like the new policy that just came in, steps on making that call, et cetera. Ah! This is a life! You are free to speak the unbearable, as your caller is free to...

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Philippine Independence Day

Today June 12, 2009 is celebrated as the 111th year of Philippine Independence. That's more than a century ago and is it still relevant for us present day Filipinos?For BPO night shift workers like me, probably it's just another day in the calendar when we can work and be paid double. But is it an irony that most of the BPO workers are employees of foreign BPO companies or call centers and we declare that we indeed are independent?As foreign BPO investments pour in the Philippines because of the Filipino's innate talent, are we Filipinos have any plans of building our own call center or BPO industry that can rival the best and be a global player?...

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A Short Story

Inhale. Exhale. Deep sigh. Over and over until the smoke from my cigarette stick goes out. I'm really nervous. The result of our exams are about to come out anytime soon. Normally I'm not afraid to hear the exam results and I don't have vices but this exam depends whether I'll stay with the account or be re-profiled. I was able to breathe easy when the results came. I wasn't able to perfect the scores but at least I passed.Bad trip! I already wanted to move out from the call center world but I still can't. I still need money nowadays. Why is it that only the BPO industry are the ones with high-paying companies in the Philippines? I don't really...

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Corporate Social Responsibility

Among companies and businesses today, there is a trend towards undertaking what is called "Corporate Social Responsibility" (CSR). The basic idea of CSR is that companies should be doing more to ensure that the community they operate in is taken care of. This could take various forms - anywhere from feeding programs to livelihood projects, and even environmental cleanups. It's a good concept, and I don't see anyone disagreeing with this in principle. The thing is, a great many companies that supposedly practice CSR are under the mindset that it is an opportunity for self-promotion. If one surveys each of these companies and tries to find out...

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MRT 3 Experiments 24/7 Operations

The MRT 3 or the Metro Rail Transit will be in a 24/7 schedule starting June 1, 2009 to experiment on making this as permanent operating hours. It's a welcome development for the riding public and it was considered for implementation mainly because of the growing demand for MRT 3 operations from BPO night shift workers.My only concern about this is the night time security outside of the premises of MRT 3 stations as most of the stations are not immediately adjacent to BPO hubs like in Ortigas and Makati. You may need to walk a few blocks more or ride an FX to be reach these offices. I particularly have a friend that always have to take the overpass...

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Gloria in McDo with Call Center Agents

Yesterday morning was a big surprise for people eating in a fast food chain in Paseo de Roxas, Makati City when Gloria suddenly, somehow appeared from nowhere and lined up and ordered a breakfast meal. She dined and had a small talk with call center agents in the same place. Some things like extending MRT operating hours to accommodate the late night call center workforce and the Arroyo administration's spending for the training of more people to work for the BPO industry through the programs conducted by the Technical Education and Skills Development Authority (TESDA) were discussed. After which Gloria thanked the call center agents for their...

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Taxis in the Metro

The taxi should be the most convenient way to travel around the metro but most of the time it's not because of abusive drivers: 'contracting' of fares, they don't give correct change, and if you don't know the way you are going, they will go to a 'long cut' trip to rip you off, and worst of all, sometimes the drivers are also hold uppers.Because of these, I even discourage my family members to ride a taxi not unless its really urgent to do so. Now, the Land Transportation Franchising and Regulatory Board or LTFRB is now implementing taxis to issue receipts to passengers. Somehow this will curb the unscrupulous activities of these drivers.When...

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Bantayan Island Cebu Getaway

Summer ain't over yet! Hehe...So let me share to you my recent trip to Bantayan Island, Cebu. It was a pleasant getaway from the metro, and indeed it was an unspoiled paradise. Unlike Boracay or Puerto Galera, it's not crowded (I can see pictures in the net that these places are like 'palengke'), all I want is a serene, quiet and relaxing time for my vacation.How to get there? Take an hour flight to Cebu City, then from Metro Cebu, you can ride a bus or van going to Hagnaya Port in San Remigio town. This wharf have hourly ferry rides to Sta. Fe town, in Bantayan Island.Besides the pristine waters and sugar white sand in Bantayan Island, historical...

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May Agent of the Month: Tin

Witty and funny, Tin is our Agent of the Month for May. Let's dig in and have a share of Tin's call center life. hehe.Alex: You’re from which call center?Tin: TeleTech BacoorAlex: And your account and role?Tin: Accenture and I'm a Tech Support Rep for a DSL provider in the USAlex: Describe your company.Tin: Uhm.. I dont know! hahah!! told you Alex, this will make my brain bleed!! medic!!!!Alex: What do you like best in your job?Tin: I like it when the bosses appreciate all the effort that the agents are exerting to their job. (freebies, certificates, pizza, tshirts, bags, lanyard, etc.) small things ha? but those little thingies can really make...

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Pacquiao Demolished Hatton in Round 2!

This overwhelming victory will validate Manny Pacquiao's title as the best pound for pound boxer in the world. I'm not a boxing analyst, but what I noticed with Hatton is this fight is that his hands are always down and without defense, leaving him very open to Pacquiao's combinations. It looked like Hatton underestimated Pacquiao so much and in the end he was severely punished by this neglect. All it took was a cracking left hook by Pacquaio in round 2 that sent Hatton to lala land. Let's watch again this exciting round 2 of the Pacquiao - Hatton fight. I'm proud to be a Filipino! Mabuhay ka Man...

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Calcent Link Solutions in Cotabato City

Mindanao is not that far flung to be as it seems to be as new growth in the BPO industry finds it way in Cotabato City. Calcent Link Solutions opens its door to aspiring call center workers, providing employment in these hard times. I believe this is also a good business move to explore other locations aside from the expensive Cebu and Manila hubs. Cotabato City can supply a talented pool of workers as tertiary level school graduates are abundant in the city, graduates from schools like Notre Dame University in Cotabato City.Calcent Link Solutions reportedly offers a 10-day basic workshop, covering US geography and culture, American English,...

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Pacquiao - Hatton Showdown on May 2

It's dubbed as The Battle of East and West, and I believe Pacquiao is again on the road for glory! Let's watch the 24/7 HBO Episode 2, part 1 of 3 . Mabuhay ka Man...

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April Agent of the Month - Anne

Working in a call center is a challenging job but it's a place like home for Anne, our Agent of the Month for April. Read on and enjoy!Alex: You’re from which call center?Anne: Etelecare Global SolutionsAlex: And your account and role?Anne: I am a Technical Support Rep for Dell Small & Medium Business (SMB) Dept.Alex: Describe your company.Anne: Im not really good in describing things especially places but I think, Im working in one of the best BPO Companies. The company itself has a lot to offer not just for its employees but also to the outside world. Every now and then, there's GA's to discuss what's going on with the company. There's...

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ACE Global Makes More Out Of The Financial Crisis

The worsening global financial crisis has proved to make more business for the U.S.- based Associated Creditor’s Exchange Global, a BPO firm in One World Square Building in McKinley Hill, Fort Bonifacio,Taguig City which houses 300 call center agents at present.ACE Global's clients are U.S. banks and mortgage firms and ACE Global provides services for resolution of debt and collection issues. Currently, its operating centers are located in Phoenix, Arizona, Costa Rica and the Philippines.As these financial companies are looking them to handle more delinquent accounts, ACE's facility in Taguig will definitely increase their number of seats, creating...

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Teleperformance Takes Over Dell Pasay : Reactions

I compiled some of my Dell friends' reactions about the buy out. These selected comments are from Customer Care Senior Assistants, DOC Resolution Specialists, Trainers and Team Leaders:- gosh! nde ko pa nakukuha backpay ko dun ah. baka nabenta na rin, hehe- haha mag resign na kayo lahat!- All the changes in 2008 they made like tiering, creating new accounts like Canada, Midmarket et cetera which were supposed to flourish Dell Philippines ended up with a Grand-Slam fiasco.- kame we're not looking forward to anything special this year...no OT, no increase, no icp, no summer outing, no dell elite, nothing to motivate us to work our best...- Ok naman...

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Teleperformance Acquires Dell Pasay Call Center

Dell's move to sell its Pasay site came as a surprise but I have expected it to happen anytime soon. Because of the global financial crisis, revenues are down and many companies are forced to conserve cash and put in place cost saving measures to survive the crisis. But despite of this, Teleperformance, a global BPO company now seizes an opportunity and find the economic recession an advantage to grow its business.Dell Pasay which has estimated 1,000 employees will be absorbed by Teleperformance but Dell employees have the option to accept or reject the job offers expected to be made by Teleperformance. A separation or retention package will...

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Tips For a Worry-Free ATM transaction

The payroll ATM card. That’s where the moolah will be emanating from after working hard taking in calls. Hehe. I’m quite sure that you have experienced ATM woes and it's an inconvenience. So I gathered my personal tips to have a worry free ATM transaction every time.- Always keep your ATM card clean and protected from dust and scratches. I keep my ATM card in a plastic sleeve and keep it in a cool, dry place. Refrain from touching the magnetic strip at the back of your ATM, you may damage it and it’s usually 100 pesos for a card replacement, plus the hassle and delay for applying for a replacement.- Always transact in your own bank’s ATM. This...

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New Telus Site in Quezon City

The Araneta Center Cyber Park in Cubao is now transforming into a major BPO hub with the addition of another site for Telus International Philippines, formerly known as Ambergris Solutions. The BPO company specializes in inbound customer care and sales, market research and business process solutions for its North American clients covering consumer electronics, finance and telecommunications.The new site called "Telus House" has a maximum of 2,500 call center seats and currently employing 900. It's their fourth call center facility in the country. I believe that the Araneta Center cyber Park is very strategically located, and will be the next...

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Motif Inc. in Eastwood City Cyberpark

I noticed a half-page ad in the sunday edition of the Manila Bulletin for Motif Inc., that states it has 100 openings for Travel Specialists, 100 openings for CSR (voice and e-mail) and other positions. As I am always on the look out for new players in the Philippine BPO industry, I made this post to raise call center agents awareness that there’s a lot of opportunities for us out there. I do not encourage call center hopping but why stay if you are not happy with current call center company or management that only tells you to “auto-in”? hehe. Maybe by trying out these new companies, you can find a better match for your capabilities and be paid...

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