From the monthly archives: June 2011
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 [...]
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, [...]
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 [...]
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 [...]
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 [...]
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 [...]
Computer Telephony Integration, or CTI, refers to any technology that integrates or coordinates telephone and computer interactions. These can be any of the following:
1. Automatic Number Identification (not the same thing as Caller ID) or other call identifications, such as the contact info for an outgoing call
2. Automatic dialing and computer controlled [...]
Placing your number on the do not call list will prevent most, but not all, unsolicited phone calls. There are laws and regulations that provide exceptions for certain types of organizations or certain types of calls. In order to gain exemption, an organization must register with donotcall.gov, and then they can purchase telephone [...]
When you are entering into an outsourcing deal, it’s tempting to leave the technology choice entirely up to the provider. There are so many other factors to consider, why burden yourself with that one as well, right? Wrong! You are buying a service, and the technology choices the provider makes can be crucial to the [...]
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People are not your best asset… The right people are!
In the past, whether I was involved in creating a team or a business unit from scratch, or watching others do it from the sidelines, it has always been a common proposition to identify what the team or unit is set to accomplish first then decide who to hire or recruit after. This approach has [...]