...international businesses generate. At Sage we believe that to offer an exceptional customer experience we must have a complete understanding of our customers’ needs and ensure we have specific and relevant solutions to meet these in the future. Call centers began in the Philippines as plain providers of email response and managing services, these have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, and online business-to-customer support, online business-to-business support. The Philippines is also considered as location of choice due to its less expensive operational and labor costs, as well as having a highly skilled labor force, proficiency in American-style English and idioms, and a constant stream of college-educated graduates entering the workforce. Philippines remain as a top BPO destination for the estimated $150-billion business process outsourcing industry. The management at Call Center Philippines has been working with outsourcing vendors for over ten years. (Retrieved from http://ccaponline.org/index.php=article&id=244:expanding-call-centers-in-davao-philippines&catid=96:industry-news&Itemid=283) “Call centers in Manila have been promising for so long to open call centers in Davao, but...
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...Human Resource Research Paper Human Resource Management in a Call Center Instructor: Kathryn Taft Advanced Human Resources Management BADM 382 March 16th, 2005 Raymond Chow Executive Summary One of the growing yet toughest industries for human resource to manage is the call center. The call center industry has one of the highest turnover rates compared to other jobs due to its high level of stress and dullness. Retention starts with hiring the right person for the job. Human resource recruiters should look for applicants with these characteristics: self motivated, high tolerance for stress, positive attitude, good listening skills, good communication skills, ability to work as an individual and in a group, good problem solving skills, and enjoy helping customers. A good way to test out the applicants is to pre-screen telephone interviews to test out their phone skills. One of the most useful techniques that call centers use is the employee referral program. This program allows employees to recommend a friend, relative, or family member to the job and receive a cash prize if they pass the probation period. This technique tends to provide the new recruit with more realistic expectations and can provide a better cultural fit. Training and orientation is also important in human resource management in a call center. Training should include lots of role-play so employees can get comfortable talking to customers over the phone, learn to turn negative thoughts into positive ones...
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...A call center managers can use the statistical report to measure the efficiency and effectiveness of an employee in the areas of response time and service level, number of calls per employee, first call resolution, and transfer rate. By using the statistical report, it will help show the relationship between their performance and the organization standards or goals and it is easier to visualize. It can also be utilized by the managers to take necessary corrective actions if needed. The response time and service level can be measured by the monitoring how many calls are answered within how many seconds and total number of calls in a day is being answered. It is important to monitor the total amount of calls but we must consider the number of calls an employee is answering and should be reported to ensure that individual employee is properly assessed. This will also show if the employees are answering them promptly and not just a handful is answering the calls. The first call resolution (FCR) measures the individuals’ ability to accomplish the task in one transaction and not transfer the call. Transfer rate indicates how many calls have been transferred to another party to be handled. Monitoring the number of calls being transferred can identify if there are any performance gaps and training if needed (Reynolds 2012). Reynolds, Penny (January 2012) The Top 20 Contact Center Metrics for 2012. Multichannel Merchant, Retrieved from...
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...abroad can bring the same quality of communication, expertise, and skills as American call center agents. Although the talent gap has widely decreased over the years, there are still some discrepancies between local and international talents. Differences in cultures, beliefs, work ethic and lifestyle are some factors that cause these discrepancies. Another key factor is the technological level. Can international counterparts bring the same technological advancements to producing a product or service? Manufacturing has been dominated by China due to the economies of scale. As a matter of fact, it would be very cost-effective for American manufacturers to outsource manufacturing in China due to massive development of the manufacturing industry. On the other hand, technological level could also refer to services. It is possible that a foreign country could have...
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...Communication Challenges & Strategies of Call Center Executives in Bangladesh BUS 251: Business Communication Prepared for: Mr. Khandoker Asef Safa Kabir Lecturer School of Business and Economics Prepared by: Name | ID# | Mahtab Hossain Khan | 1321135630 | Abhi Barua | 1410305630 | Rezwanul Islam | 1320502030 | Md Adeel Anjum | 1321311630 | Mohammed Ahsan ul Haque | 1320379030 | Section: 10 Summer 2016 North South University Acknowledgement First of all, we want to thank Almighty God to give us strength to work hard for preparing this report. The report is not only of our own hard works. There are many people who helped us a lot making this thing possible. Special thanks goes to Mr. Khandoker Asef Safa Kabir; without his co-operation and proper guideline, this report couldn’t become complete. We sincerely thank him for his tremendous support. A thanks goes to our course mates, family members, friends and relatives. Their unconditional support inspired us to go beyond our limit and to give our best preparing this report. Last but not the least, we thank those kind people who spent some of their precious time for participating our interview. Their co-operation helped us a lot to conduct the research and made our job very much comfortable. We sincerely thank these people and wish them all the very best. Letter of Transmittal July 30, 2016 Khandoker Asef Safa Kabir Lecturer, School of Business and Economics North South University...
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...you research on the company that you are applying for so that just in case they ask you a question that is similar to this, you know what to answer. You can say something like “I know that this is one of the top call center companies in the industry today and that working for this company will be a great honor.” You can also say things about the unique benefits being offered by the company and explain how these things can be beneficial to you. Question #3: What are your experiences in your previous call center job? You can give them a rundown on some of the things that you normally do at work. If you’re a technical support agent, you can probably talk about the type of support that you do. Customer support agents on the other hand can talk about the things that they do to assist their customers with regards to the products that they are offering. You don’t need to mention the particular account that you have worked for. Just give them an overview of the product in general and what type of services do you normally offer to help the customer resolve their issue. Question #4: Are you a team player and what do you think is the importance of having team work? You need to have good communication skills when working in a call center industry. It is important that you know how to interact with your colleagues in order to make your job easier. The work...
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...COVER PAGE 1. Student Name: Ruth Taylor 2. Professor Name: Professor Tolliver 3. Course Title: Total Quality Management 4. Class Date: 28 September 2011 5. Article Title: How to Put Quality Back in Call Center Customer Service: Potentials and Pitfalls 6. Author: Tony DeNucci 7. Source: Newspaper – Linked to document in ProQuest 8. Article Date: (Second Quarter 2011) 7-11 Article Summary 1. What is the topic of your article? How to put the Quality Back in Call Center Customer Service: Potentials and Pitfalls 2. List the details of what happened. This article explains what factors affect call center service quality and provides employers with criteria they can use to chart their call center's performance, identify strong and weak results, and get customer service back on track. The quality of the call centers customer service has been falling over the last decade, and many benefits practitioners, as well as their plan participants, have become resigned to the frustration or repeated, fruitless call for help and information. Receiving poor service can cause employees to undervalue their benefits, which leads to retention issues. A call center is about people, process, and technology. High-quality customer service balances those three elements by focusing on four key factors: * Complete training, with ongoing refreshers A high-quality call center, provides in-depth training that encourages CSRs to...
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...Effective communication is the key for a company to be successful. A company’s ability to communicate both oral and written to its employee and customer is paramount. Poor communication skills can lead a company down the road of poor performance and eventual failure. One basic reason an organization fails is because the company was unable to execute its business plan successfully. The doors will close when the organization eventually runs out of cash to operate. How did the company get to that point? In Eric Wagner’s article Five Reasons 8 out of 10 business fail he states. Reason #3: Failure to communicate value propositions in clear, concise and compelling fashion (Wagner 2013). Communication starts with the organization leaders. It is the leader responsibility to clearly and effectively communicate the direction, vision; purpose will help each employee to understand the role they play in the company’s success. If each employee understands their role the will have a better ability to communicate the company’s vision to the customers. In Ron Flavin’s article, he writes good communication skills help leaders to better understand others and enable them to build trust and respect among their followers and peers while fostering environments where creative ideas and problem solving flourish(Flavin 2015). A leader with strong communication skills will help the organization down the road to success. On the other hand, a leader with poor communication skills can destroy...
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...I. Company Background [pic] The Philippine Long Distance Telephone Company (PLDT), incorporated on November 28, 1928, is a telecommunications service provider in the Philippines. Through the Company’s three principal business segments, wireless, fixed line and BPO, the Company offers the diversified range of telecommunications services across the Philippines’ fiber optic backbone and wireless, fixed line and satellite networks. The Company provides cellular and wireless broadband, satellite and other services through its wireless business. The Company is the provider of fixed line telecommunications services, servicing retail, corporate and small medium enterprise (SME), clients. On December 4, 2012, the Company sold its BPO segment. The Company’s cellular business, which it provides through Smart and DMPI to almost 70 million subscribers as at December 31, 2012, approximately 97% of whom are prepaid subscribers, focuses on providing wireless voice communications and wireless data communications, primarily through text messaging, but also through a variety of VAS, and mobile broadband. Smart markets nationwide cellular communications services under the brand names Smart Prepaid, Talk ‘N Text, Smart Postpaid and Smart Infinity. Smart Prepaid and Talk ‘N Text are prepaid services while Smart Postpaid and Smart Infinity are postpaid services, which are all provided through Smart’s digital network. A cellular voice service consists of all voice traffic and voice...
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...Privatization of Telecoms in Asia John Ure and Araya Vivorakij* Privatization viewed as a panacea for the most pressing problems besetting the modernization and development of telecommunications has become, in recent years, a widely accepted part of orthodox thinking. Wellenius, Stern, Nulty and Stern (1989) illustrate the point. ‘How should privatization be defined?’ asks the International Finance Corporation (IFC, 1995). ‘A generous stance would admit any transfer of ownership or control from public to private sector. A more exacting definition would require that the transfer be enough to give the private operators substantive independent power.’ 1 Hence, by privatization is usually meant the transfer of state-owned assets to private sector ownership, management and control typified by the sale of part or all of the shares of a state owned (and operated) telecommunications enterprise (SOTE). We shall argue that the ‘more exacting definition’ is exactly appropriate for the experience of Western economies from which it originates - see below - while it is too narrow, too precise, insufficiently ‘generous’ to capture the less clearly defined lines of demarcation between public and private capital in the context of Asian telecommunications. We shall argue that this is because the delineation between state (political society) and civil society is less well developed in Asia, certainly less well articulated in law, and unevenly developed even within single large Asian countries...
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...Indian BPOs—Waking Up to the Philippines Opportunity? Since the mid-1990s, Business Process Outsourcing (BPO) firms have been one of the largest job creators in India, redefining pay scales and the work environment for many young Indians. The sector witnessed a flurry of activity in 2004-05, with many multinational companies (MNCs) and Indian companies increasing operations and therefore their hiring numbers. A number of mergers and acquisitions within the sector also signified maturity and consolidation for the industry. The number of captive and third party service providers added up to about 400 companies in the Indian BPO sector. According to industry experts, an educated, young and English speaking population and the cheaper bandwidth were the key factors behind this growth. In addition to India, outsourcing companies were looking at Singapore, China, the Philippines, and Malaysia as outsourcing destinations. In the mid-2000s the Philippines emerged as a promising outsourcing destination for the western world. Indian companies too started establishing operations in the country. By 2008, companies such as Sitel, Genpact, and Citibank had already set up offices there, and were even shifting local talent from India to fill up senior and middle level management positions in the Philippines. In 2008, the BPO industry had been in India for about a decade. In these ten years, it had shown tremendous growth and was no longer limited to being an activity of global MNCs. Leading...
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...The company that I have selected that has moved offshore is Sears Canada, for the service of customer call centre. Its retailer has been outsourced to the Philippines from Regina, Saskatchewan and Belleville, Ontario. Yes, the same level of service that is offered to a Canadian is by someone who has not lived in Canada. Factors that affect the Canadian economy include: the country’s increased value of Canadian Dollar, cost reduction, unwillingness to spend in new updated or advanced technologies, seasonal necessities of the service and the popularity of network self-service. Outsourcing call centre procedures would also usually feature “concealed charges.” These expenses may be related to unexpected legal disputes, losing customers based upon...
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...telecommunications company in the Philippines, Globe Telecom, Inc. Positioned as the champion brand for value seekers in the country, it was triumphant in gaining recognition as the first-mover in providing the most affordable, hence lowest priced call and text promo offers. It was also the first brand that paved way for popularity of bucket promos that include all network texts and voice calls allowing TM subscribers to connect to other local sim users. Currently with around 11 million subscribers, TM has a meager 15% share in total prepaid mobile market ranked as the 4th key player in the industry. Sinong Pinaka-ASTIG? : Introduction to the Environment of TM “Hyper-competitive” has been the superlative tagged to Telecommunications (Telco) Industry in the past few years as evident in the continuous exponential upsurge of telco subscribers clamoring for better, to say the least, value for their communications enabler day after day. Dubbed as the “Texting Capital of Asia”, the Philippines has posted around 75 million phone subscribers processing an average daily texting rate at 1.39 billion SMS messages per day. This consumer behavior has been the concrete evidence that fuelled steady growth, even during the height of 2008 recession, of three dominant players in the Philippine telecommunications industry -- Smart Telecom (a wholly owned subsidiary of PLDT Co.), Globe Telecom and Sun Cellular, Inc. (a wholly owned subsidiary of Digitel). The nature of the industry in which TM operates...
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...communication services and solutions such as fixed, mobile, data, internet, info-communications technology, satellite and pay TV’ (Datamonitor 2010, pp. 4). As a multinational corporation, SingTel has operations and investments spread across 19 countries and territories including Asia Pacific, Europe and the United States of America (SingTel 2011). The SingTel group also has six regional mobile operators in Asia such as Bharti Telecom Group in India, Telkomsel in Indonesia, Globe in the Philippines, AIS in Thailand, Warid Telecom in Pakistan and Pacific Bangladesh Telecom in Bangladesh (Datamonitor 2010). The Past of SingTel During the 1990s, the telecommunications industry in Singapore and SingTel has undergone major changes. Two change management perspectives can be identified in the changes SingTel had undergone in the past. Institutional Perspective Before the Infocomm Development Authority of Singapore (IDA)’s attempt to liberalize the telecommunications industry in Singapore, SingTel was the dominant company in the telecommunications industry which was granted a 15 year exclusive licence from 1992 for a full range of basic telecommunication services (Campbell 2007). In 1996, IDA announced the Government’s decision to introduce...
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...THE ROLE OF DIVIDEND POLICY IN STOCK PRICE DETERMINATION IN TELECOMMUNICATION INDUSTRY: THE CASE OF PLDT AND GLOBE FATIMA KAYE A. DE CHAVEZ, LORELLA A. ESPELETA and LESLIE JOY A. PATIO College of Business and Accountancy University of Batangas ABSTRACT The issue of how much a company should pay its stockholders, as dividend is one that has been of concern to managers for a long time. The optimal dividend policy of a firm may be defined as the best dividend payout ratio the firm can adopt. But, what does "best" mean in this concept? This paper is an attempt to explain the effect of Dividend Policy on the Stock Prices by taking the top two Telecommunications Company namely Philippine Long Distance Telephone Company and Globe Telecom. Other various websites were reviewed to see the significance of these dividend policies on the determination of stock prices. Charts, tables and other significant information of these two telecommunication companies which have been evaluated served as the methodology used by the researchers. The study identified that these top two telecommunication companies have different dividend policies being implemented. This difference among the two companies does not have a significant impact as long as stock price determination is concerned. The study also showed that an increase or a positive change in the company's dividend ratio gives a higher dividend among stockholders, yet several minor reductions to dividends have occurred due to capital acquisition...
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