Vector BPO Blog Site

The Importance of Common Courtesy

Katie Benns — Thu, 11 Aug 2011 19:34:07 +0000

As children, we were taught to be nice to everyone, especially our elders. Say “Thank you” when someone has given you something or has been nice to us and respond with “You’re welcome.” Say “I’m sorry” when we have offended someone else. These do not just help us to interact well with others in that early stage of life but these are the basics, our fundamentals in how we would interact with other people for the rest of our lives.

“Courtesy is a rare breed” is a saying I have heard time and again. Because the sad truth is that bad manners breed more bad manners faster than good manners do. With a lack of common courtesy, it turns simple matters into huge misunderstandings. In this stressful time, we are more likely to make mountains out of molehills because of all the pressure that we are facing at work, the anxiety of these turbulent economic times, and tensions at home.

Keep this in mind as you go about your day, both at home and at work. If you work in
any sort of service environment, be especially mindful of how you talk to your customers. “Please,” “Thank you,” and the ever important “Have a nice day” can go a long way towards building a loyal relationship with your clients. Remember, being courteous and showing consideration and care to others does not cost anything, but the rewards can be priceless.

Tips to Ensure a Positive Work Environment

Sam Miranda — Wed, 10 Aug 2011 22:51:31 +0000

Much has been written about creating and maintaining a positive work environment within organizations, specifically call centers. Most contact centers are filled with individuals from all walks of life with many different backgrounds. Some things that have already been itemized and explained in detail include:

Building Trust
Communicating Positively and Openly
Creating Team Spirit
Giving Recognition/Credit and Taking Responsibility
Being Approachable

However for me, there’s only one thing that keeps all these things in place, and that is respect.

Just like in relationships, respect is a two way thing and it has to be earned. First and
foremost it has to start within ourselves; then we give it to others, and it comes back to us. I’m not talking about respect just in its basic sense but in all its perspectives.

Each of us is unique, we have different interests, we were brought up differently, we went to different schools, we have different beliefs, and we have different perspectives on different things. Taking each of these into consideration when managing each individual within a team will go a long way.

As a team manager, before you can proceed there’s one thing that you first must do. Know your employees!

By getting to know them, you will have a better idea of how they will respond to certain things. You will also learn what motivates them and discover the most effective approach to train them to be the best on what they do at work.

It is quite easy to build trust among peers once we know how to respect each individual’s perspective. And it will be quite easy for you to fully convey what you want to the team once you have earned each person’s respect.

Giving back what is due in terms of rewards and knowing how to recognize one’s effort even in their simplest form can make all the difference. Respecting each individual
as a member of the team and showing it can further strengthen the bond.

At the end of the day, it is not about me or you, but the team. Most of all, we have to remember that we would not be where we are right now if it was not for them.

What is an API?

Katie Benns — Mon, 18 Jul 2011 16:03:29 +0000

The contact center and outsourcing world is full of acronyms and unfamiliar terms, and can be confusing to navigate if you’re new to the scene. We are making an effort to help even those with no knowledge of contact center vernacular to speak of find their way around and make the best investment possible.

Today’s lesson: API.

API stands for “Application Programming Interface,” a daunting techy sounding name, but the concept is relatively simple once you drill down to the basics. Essentially, this is a set of rules built in to certain software programs that allow them to communicate with each other. Since different software programs are developed by different people, these rules allow each programmer a set of guidelines so their application plays well with others. Applications that work together are far more valuable than those that don’t.

In the contact center world, this term is most commonly found when talking about virtual call centers and cloud computing, where various activities are being performed by different people in different locations.

Virtual Call Centers

Katie Benns — Sat, 09 Jul 2011 20:50:51 +0000

Remember when AOL and other companies sent out cds with samples of their software in the mail? Most people just threw them away, but a quick Google image search for AOL cd art showcases some of the more interesting ways people disposed of them. Every once in a while, someone actually used them, but it was more the exception than the rule.

What does that have to do with call centers and outsourcing? The technology world is changing all the time. In the last few years, as internet connections and infrastructure have improved around the world, some big changes have taken place. Sample cds really aren’t necessary any longer, because software is so easily transferred over the internet. In fact, in many cases it’s not even necessary to install the software itself on your computer.

Software as a service, or SaaS, is just that. Rather than purchasing a disc or downloading the entire program and associated data, it is all hosted on an external server and accessed remotely by users/subscribers. This can be an internet based service, or just a local network, but the result is lowered software and IT costs, less clutter on individual hard drives, and dramatically increased flexibility.

With SaaS came the emergence of the virtual call center. No longer was a prospective call center required to purchase and maintain all the equipment and software necessary to get up and running. Rather, they could subscribe to the service hosted by a central service provider. The calls could be easily routed from the vendor to the agent, either through traditional phone lines or VoIP.

In addition to lowering the cost of entry into the contact center field, virtual call centers make it possible to work from home or other remote locations. A call can also be easily transferred from one agent to another, even if they are in different locations, in some cases even different countries.

The only real drawback to this technological development is that gathering materials for your CD Throne is a whole lot harder than it used to be.

IT-BPO Roadmap

Katie Benns — Mon, 27 Jun 2011 17:43:23 +0000

The Philippine IT-BPO Road Map 2011-2016 was developed as a joint venture between Everest Group and Outsource2Philippines working closely with the Business Association of the Philippines (BPAP) and its partner associations and members. It is funded by the Commission on Information & Communications Technology (CICT). It has support from industry stakeholders, outsourcing companies, and is based on surveys of the same and extensive research.

The Roadmap predicts that the annual revenues from the IT-BPO industry could more than double in the next five years, from $9 billion in 2010 to $25 billion in 2016. This would make up a 10% share of the global market.

In order for the plan to be successful, however, there must be acceleration in industry development of talent and resources, and stronger government support. Ultimately the IT-BPO industry could represent 9% of the Philippines GDP and employ as many as 1.3 million Filipinos. Even if little more than the current conditions are maintained, predictions indicate that the industry could grow to $20 billion in revenues and nearly a million employees.

According to senior executive director for information and research, Gillian Joyce G. Virata, to support the expansion and development of the industry, the road map identified five priority activities for BPAP, the Business Process Association of the Philippines. “Priorities include driving standards and accreditation to ensure a better match between the skills of graduates with the requirements of industry; more aggressive internal marketing of the industry to the local talent pool; strengthening awareness of the Philippine value proposition in IT, voice and non-voice BPO services in existing and new markets; advocating high impact public policies; and strengthening our Public-Private Partnership with government to fund key programs such as study-to-work training programs.”

BPAP

Katie Benns — Sun, 26 Jun 2011 17:34:07 +0000

The Business Process Association of the Philippines is an organization established to “Promote the competitive advantages and the growth potential of the Philippines in existing and new areas of outsourcing and support the industry in areas such as offshore marketing, education and training, security and privacy, legislation and public policy, among others.”

Their vision is to make the Philippines the number one destination for voice and non-voice services worldwide. BPAP has been around since 2004 and has support from the Philippine government, the chambers of commerce in the Philippines and elsewhere, and many businesses and business associations.

As the Philippine BPO industry has grown, BPAP has grown right along with it. BPAP is one of the organizations responsible for the development of the IT-BPO Roadmap 2011-2016, which outlines a plan in which the Philippines continues is stellar growth in the outsourcing industry, and more than doubles it’s annual revenue from $9 billion in 2010 to $25 billion in 2016—equivalent to a 10% share of the global market.

As stated on the BPAP website: “With approximately 250 industry and support-industry members, including five associations, BPAP plays a pivotal role in sustaining rapid growth of the IT-BPO and GIC industry by working to ensure an enduring supply of high quality labor, supporting service innovation, and providing country visibility.”

BPO Sustainability

Tom Milligan — Sat, 25 Jun 2011 17:27:56 +0000

An important question to ask yourself when considering business process outsourcing is: what is the goal? You should think this through, and be aware of your own goals as well as those of the provider you are looking into. The bottom line, really, is the bottom line. You want to save money, and the provider wants to make it. In order for an outsourcing relationship to work, both of these goals have to be met.

The first thing to consider is the cost. It should go without saying that your provider has to charge less than the cost of doing the job in house, but as with anything else, the cheapest isn’t necessarily the best. Sometimes a provider lowers your cost by cutting your quality. If that’s the case, you will probably end up losing money in the long run.

A good outsourcing company is one that maintains the good name of your company. Customers will enjoy their interactions with them, which will result in returning customers and customer referrals. In the end, your outsourcing company should be growing your business. This sort of company may charge more than the cheapest guy on the market, but it will be worth every penny in the end.

Over time, the cost saved in personnel, equipment, space, and other areas, not to mention the lowered risk factor associated with an outsourced team, should save you a considerable amount of money. This is good for the provider because you may expand your team, or refer other business owners to them. In turn, their revenues increase. Everyone is happy, and your relationship can be self sustaining.

Call Center Attrition

Sam Miranda — Fri, 24 Jun 2011 17:24:00 +0000

The basic definition of attrition is “a reduction or decrease in numbers, size, or strength.” This can refer to a battle strategy, in which one party slowly wears out the resistance of another, or, as in this case, a reduction in workforce. Call centers are notorious for their high attrition rates, and this can be a huge problem for efficiency.

Generally this problem is considered a direct result of the low morale in call center employees. Call centers are often stereotyped as dreadful places to work, with gruelling and monotonous labor and micro-managing supervisors that would be better described as task masters. While there are certainly bad call centers out there, this isn’t always the case.

Rather, the problems call center employees face vary widely, from inadequate training to poorly set job expectations, to just not being a good match for the job. Many people go to call centers for employment when they can’t find anything else, and going in with this attitude is never a good way to start a job. The fact is, that while it seems like a last resort that anyone can do, being a contact center agent is actually a difficult job, and it takes the right person to fill it properly.

Regardless of the reasons for these alarming attrition rates, they are a reality. The good news is that there are steps that can be taken to minimize the problem. Better training, good relations between employees and supervisors, and well designed equipment are all possible solutions.

CCAP

Katie Benns — Thu, 23 Jun 2011 17:18:28 +0000

The Contact Center Association of the Philippines (CCAP) is the official organization of contact centers in the Philippines. They were established in 2001 by seven companies, and has since grown to include over 50 contact centers, representing more than 80% of call centers in the Philippines. CCAP’s goal is to promote the Philippines as the country of choice for contact center services by developing professional standards and practices, organizing learning and networking events, and working with various stakeholders to further the industry’s contribution to the national economy and strengthen its market position worldwide.

As stated on their website, CCAP’s mission is as follows:

“We are the Contact Center Association of the Philippines (CCAP). We count as members only those who assiduously work towards operational excellence. We are committed to the promotion of the Philippines as the country-of-choice for outsourced contact center services. Collectively, we will uphold and continue to improve the quality of the services we provide. Together, we will tap, hone and guide towards productive ends the skills, talents and traits for which the Filipino is known worldwide: our friendly attitude and innate warmth as a people, the high literacy and education of our workforce, their technical prowess, innovation multi-lingual capability and dedication to work. These are the drivers that will guarantee the delivery of the best outsourced contact center services… from the … through us… to the world.”

CCAP actively promotes the contact center industry by joining trade missions, attending and organizing conferences and other events, and developing industry standards. CCAP has been successful in promoting the Philippines as the country of choice for contact center services, having participated in numerous international call center and BPO conferences and trade shows. They have seen the Philippines overtake India as the number one outsourcing location in the world. The CCAP Annual Call Center Conference & Expo draws thousands of participants every year.

CCAP also assists new call centers and agents by organizing learning and networking events.

Cebu

Katie Benns — Thu, 23 Jun 2011 17:11:57 +0000

Vector BPO’s offices are located in the beautiful city of Cebu in the Philippines. Cebu City is in fact the oldest city in the country, and the capital of the Cebu province, which is made up of Cebu Island and 167 other neighboring islands. Cebu is one of the most developed provinces in the Philippines, with Cebu City as the main center of commerce, trade, education and industry in the Visayas.

Being the central city of the region, and one of the largest cities in the Philippines, Cebu has many advantages to other areas. Due to the location, and the protection provided by the surrounding islands, the typhoon threat is significantly reduced, meaning far less disruption to business and economy. Although it can get relatively hot at times, the climate is quite pleasant overall.

Cebu’s labor force is rated one of the most productive in the country. High domestic and foreign tourist arrivals, geographic location, accessibility, and natural resources have fueled the development growth of Cebu with an excellent industrial record, and it is now the fastest growing economy in the Philippines. The past five years have seen growth rates around 20% higher than the rest of the country.

About 80% of the Philippines’ shipping is located in Cebu, and the island also has a major industrial, commercial, trade and educational system. Cebu has a number of large universities, including the only medical university in the country. Because of this, the area boasts one of the highest educational and literacy rates in the region. These factors combine to create a unique people with strong education and good work ethics. Cebu has become a hub of Southeast Asian IT and BPO services, with numerous companies recognizing the city’s potential and placing their headquarters there.