Philippine Call Centers VS. India Call Centers
The Philippines has officially overtook India in call centers and voice related work as of today, and how exactly did that happen?
· The Philippines was colonized by the Americans for roughly 48 years so there is a strong similarity and familiarity towards the American culture and many Filipinos now live in the USA as well.
· What is more, English is used in the education system and is widely spoken by Filipinos. And the Philippines Produces Hundreds of thousands of English Speaking College Graduates each year.
· Filipino officials visited India to See for themselves and study if why Call Centers Industry is such a big one in India. When they returned to the Philippines, they rationalized the approval process for the setting up of call centers and changed their rules to allow individual buildings to become special economic zones offering tax breaks, quick clearances for permits and exemptions from import duties for necessary IT and Telco equipment. In addition, a government-sponsored training program through TESDA was created to improve the English and communication skills of students who wish to work in the industry.
· Philippine senator Miriam Defensor-Santiago said she would file a measure to further jump-start support for the BPO industry and its workers plus she urged other legislators to come up with laws that would support this so-called “booming sunshine industry” in the country.
· The Philippines has a lot more younger work force than those of in India.
To summarize, The Philippines has formally overtaken the Call Center crown from India by adopting through a lot of things and by still curving literacy through the industry as we speak. But in the contrary we are still far behind by a few aspects by India Including IT and software related jobs since India produces about nearly half a million IT graduates each year. In short The Philippines has overtaken India in call centers, however it remains far behind in more sophisticated outsourcing services.
Unique Interaction a Philippine Call Center is re-designing it’s website
Hello all the readers, I just wanted to let you know that we are going to be re-designing Unique Interaction this month and I would like to get any feed back from everyone on what they would like the website to look like or suggestions.
Thanks for your support!
Call center Philippines Unique Interaction Team
ACS did not lay off 900 agents?
A report was released a couple of weeks ago that ACS Advance Contact Solutions lay off 900 agents, but now President Arroyo is saying that it was all BS and ACS is still continuing to grow and hire new applicants.
Keep The Fire Burning
Like any other businesses, call centers also have its up and downs, the borderline between failure and success is only separated by your desire to win and to learn to stand up where you fell. We see a lot of companies, not just call centers that crumbles down on the weight of different challenges, economic and other external factors. But there are still those that rose up to the challenge and emerged victorious.
We just have to remember that its not always a smooth sail, and the road to success doesn’t have only one fork, there are a lot. Its important that we should always be ready to face the challenges and make the right decision and do the right actions when we reach those obstacles.
If something went wrong. find the reason why, thats the first step in solving the problem. Next is creating contingency plans, what would you do if you feel that the weight of the challenges are becoming heavier? How can you weed out the problem what would you do the fix it and prevent it from happening again.
Dont lose hope, keep your desire for success, let it fuel your action..Keep the flames of hope burning.
rgs
Call Center Bloopers…Not really a laughing matter
It was just one of those days, got in to the office, opened my laptop and checked my emails, and as usual I get my to do list for the day. Then suddenly, one email caught my attention, its one of those send-to-many emails and the title was ‘Call Center Bloopers’. It’s actually a compilation of mistakes made by call center agents while on the phone. Mistakes that some may find funny and worth sharing but on my personal opinion, there is actually nothing funny about it, to give you an idea of what I’m talking about, here are some of them;
CSR:Thank you for calling Sprint now together with Nextel, to better resist you
CSR:Oh, no, you don’t have to worry, Mrs.Parker, we can call your husband to ask permission to charge the amount on his credit card. We can call him right now and do a threesome with him on the phone.”
CSR:I apologize for that very long hold, Mr.Sedillo, but thank you for that patiently waiting.”
And there is a LOT more of them. At first glance, yes they sound funny and we have to admit the fact that we people always get a laugh when we hear or see others make mistakes. But, if you come to think of it, there is nothing funny about them; It shows flaws of call center agents, it shows weakness in the Company’s training, its sounds so unprofessional and the company that the call center services definitely doesn’t appreciate them. The funny thing is how other people exert effort to compile these mistakes and post it on the web or propagate it through email. Hasn’t it occurred to them that they are in a way demoralizing overseas companies from outsourcing their services to us? Maybe if those overseas companies start looking at other countries to outsource their business to,, people who gets a laugh out of our agents mistakes might realize that the joke was actually on them.
Bottomline is, instead of populating the internet with all those ‘funny’ stuffs, why not start posting about how good our agents are and show everyone that we are at par with them when it comes to skills and communication efficiency. This might not provide laughter in the start, but it would definitely make us smile in the long run.
rgs
