September 3rd, 2009
Outsourcing a company’s call center or business processes cannot be discounted as anything other than an important aspect of modern business. Not only can it help a company acquire the latest technology and best business practices, it can also help you effectively reach your target market through outbound sales or help you deliver optimum service to your customers through an inbound customer service call center. But probably the most important benefit that a company expects from outsourcing is its ability to help the company save on production costs.
Most outsourcing call center companies are located in countries where English is taught as a second language like in the Philippines. [...]
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Tags: agents, BPO, Convergys, cost, customer service, English language, IBM Daksh, outsourcing, Philippines, pricing, SLA, training, UK, United Kingdom, United States
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August 6th, 2009
The Philippines, being one of the most trusted outsourced service providers in the world, is filled with call centers which help provide employment to thousands of Filipinos. Every year, the number of call centers and business accounts increase steadily because of the Filipino employees’ reputation for giving excellent service at much lower costs. The biggest names in the call center industry are all here, which cater to multinational companies.
Among these giants are call centers which cater mostly to small and medium-sized businesses. This is great news for smaller companies who do not have the means to avail the services of big-name call centers such as Convergys or Dell. [...]
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Tags: BPO, Business Beanstalk, call centers, Callworx, contact centers, Live2Sell, LWS Media, medium-sized business, Philippines, TryBPO.com
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August 5th, 2009
Outsourcing or the practice of engaging external firms to deal with business functions that are normally performed within the company has been seeing significant growth since the market downturn emerged in 2008. A lot of businesses have benefited from outsourcing, especially in terms of saving costs, increasing profits, restructuring the organization, and improving business efficiency.
In order to make use of the limited resources available such as people, time, and infrastructure, companies can consider outsourcing some of their business functions that are considered secondary to the services they provide. Areas that can be outsourced range from human resources, recruitment, accounting, finance, engineering, IT to customer support such as call center. [...]
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Tags: accounting, BPO, business process outsourcing, call center, contact center, engineering, finance, human resources, IT, outsourcing, recruitment, support
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July 23rd, 2009
The business process outsourcing industry in the Philippines is not just the latest fad, but is genuinely the most lucrative field at present. Employing more than 2 million Filipinos, it is considered as one of the major movers of the country’s economy. Call center expansions are currently being made outside established commercial districts like Makati and Ortigas. Pampanga, Baguio, and Davao are some of the few places that have been added to the growing business outsourcing network.
As different markets are growing at various rates around the world, the concept and scope of outsourcing is still evolving. This could only mean that there is plenty of space for growth. center. [...]
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Tags: Baguio, BPO, business process outsourcing, call center, contact center, Davao, Makati, Oracin and Boyd, Ortigas, Pampanga, Philippines
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July 3rd, 2009
The use of live virtual assistants has given much flexibility in the way our companies are being run, and is one of the more important aspects in the sound business strategy that is outsourcing. Thousands of virtual assistants in the Philippines alone provide ongoing and real-time support to numerous clients, for tasks ranging from just the administrative to other, more collaborative endeavors. The good thing about having virtual assistants is that they are very good at what they do and are not just some mindless drones completing one simple task, and are also partnered with their employers not just for the projects they work on but for the company's entire vision. [...]
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Tags: CService Direct, live virtual assistant, outsourcing, Philippines, virtual call center
Posted in Outsourcing your call center | 1 Comment »
July 1st, 2009
With today's need to cut costs and boost customer satisfaction, a good majority of businesses have turned to virtual call centers as a practical solution in the execution of their answering services. There are distinct advantages to converting to a virtual call center instead of keeping an in-house one, and with call center outsourcing proving itself as a powerful and efficient element in the running of our businesses, having a virtual call center becomes much more a necessity.
Aside from the already established truth that a virtual call center saves money, there are other key benefits to it, such as: flexibility in virtual assistant staffing, a more efficient routing of outsourced calls, lower turnover rates, an expanded labor pool, and even environmental conservation. [...]
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Tags: answering service, Centcom, Contact Center Anywhere, Contactual, Five9, outsourcing, Philippines, virtual assistant, virtual call center, Voicenet
Posted in Call Center Technology | 2 Comments »
July 1st, 2009
When Motorola invented six sigma in the 1980's, little did they know that it would span a global phenomenon that would make people realize the need for improved processes in the way modern business is conducted. Today, the need for improved processes that results in cost-effectiveness and increased profit margins is a given for any company that wants to compete globally.
Offshore outsourcing is just one of many ways companies are doing this. In and of itself, outsourcing is already an improved business process. By segmenting different aspects of its business, such as customer service, technical support requirements, accounting, and information technology among others, a company can concentrate on building its core competencies and save itself the time and money it would need in order to build up its expertise in a certain field. [...]
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June 29th, 2009
With the emergence of Voice over Internet Protocol (VoIP) as the definitive alternative to regular telephone service, a host of small to medium sized businesses, big corporations, and long-standing institutions are beginning to integrate VOIP to most if not all of their call center communication processes. There is a significant amount of money being saved by using the existing convergent technology instead of the old legacy telephony answering services. This is especially true in the call center business, since cost is one of the primary driving forces in the call center industry's health and continuance.
The concurrent development of headsets for VOIP communication was expected, and because of this, a host of headset providers are scrambling to get a share of the call center market. to build up its expertise in a certain field. [...]
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Tags: call center, outsourcing, Philippines call center, Voice over Internet Protocol, VoIP
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June 19th, 2009
The past decade was the decade of IT-enabled services, the biggest component of which is the call center industry. But the most important factor in the growth of the call center industry worldwide is VoIP, or Voice over Internet Protocol, a format for transmission of voice through the Internet or any other packet-switched network.
Call center outsourcing involves locals from another country, say the Philippines, answering incoming calls from or calling out themselves to clients of US-based companies. This requires a sure and reliable connection between the two continents that only VoIP can effectively create.
This all started because back in the early nineties, when several multi-national companies realized the need to set up dedicated facilities abroad, VoIP was also made available. the call center market. to build up its expertise in a certain field. [...]
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Tags: call center, outsourcing, Philippines call center, Voice over Internet Protocol, VoIP
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June 15th, 2009
A survey years ago by Kelly Services Inc., a Michigan-based global staffing firm showed that the Philippines had already taken a sizeable chunk of call center jobs and answering services from India back then. Fast forward to today, it is very clear that this has become the norm and is trending even towards the Philippines playing a bigger role in the global call center outsourcing phenomenon.
The numbers are currently showing that the Philippines has undoubtedly surpassed India in the call center outsourcing industry, with low cost combined with very high value as the major reasons. India is no longer the first choice for companies in the U. the need to set up dedicated facilities abroad, VoIP was also made available. the call center market. to build up its expertise in a certain field. [...]
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Tags: answering services, Filipino workers, India, outsourcing, Philippine government, Philippines call center, top reasons, where to outsource
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