New Philippine Call Centers In 2008

I won't do a recap of 2007 as I feel it is too retrospective. I'd rather be forward-thinking. So this post is about the things I know that will happen in 2008. I'm writing this piece so people can get a glimpse what it can be like in 2008, what to expect and which call centers are going to be nice to work for next year and which ones I think will be better to leave as soon as possible! LOL

Let me name a few call centers that I think will make headlines in 2008.

1. Genpact - This company, aside from being one of the most admired BPO's in the world, will definitely be more successful in 2008. With them landing the Wachovia business alone, they are in an excellent position to make 2008 the best year since their inception. You can already see indications of future success at Genpact. They've got a cool new building in Alabang and they pay employees with above industry salary. Genpact seems like a cool sturdy wall employees can lean on. Success in the Wachovia account will definitely bring in more business for sure.

2. Teleperformance - A planned expansion or a spanking new site doesn't always mean certain success. Look at Epixtar's case. They wanted to expand so fast but were not able to cope with the costs of operations, not to mention debt. Growth and expansion requires careful planning and timing. It's relatively simple: get business first then expand. It's actually just simple business sense. Teleperformance does a great job in getting business this year and 2008 looks bright for them. They landed several accounts in different parts of the world which allowed them to support expansion for next year. In addition to the semi-snazzy site they've got in Edsa Central, they make their second metro manila site in Sucat road operational sometime early 2008. Good news for our call center friends in the south and most definitely better news for Teleperformance.

3. HSBC - Similar to Genpact and TP, HSBC looks good. Although I'm a little doubtful with this one. But that's just because of the fact that I'm not privy to new business they have planned for 2008. News from the inside tell me they will start accepting 3rd party clients for next year because there's really no more business segments to take in HSBC. If plans work out, it'll be another banner year for them. If not, then the site they're building in Commonwealth avenue will practically be a total waste of money.

Call centers to "watch out for" in 2008:

1. Convergys
2. PeopleSupport
3. Any call center that has a Dell account

-I think I've already expressed my opinions on these 3 call centers mentioned so I'd rather not stress my point further. All I got to say is this, find out how your company is doing financially. You don't need to snoop around company records. Just do a little research. Read industry news, periodical earnings report of company earnings and loses. Rifle through the internet for comapny-related news. You're bound to find out something your supervisor probably don't even know about. In my recent post about PeopleSupport. There was this one guy who made a comment "You need to research the financials of this company first. It has about $70M in cash in its books. The company is making money in currency hedging but not in its core bpo business and that is why they are entertaining offers." My response to you my anonymous friend is if PS is not making money in its core business, why do they still operate a BPO? They're in business to make money right? That doesn't reflect well on PS ain't it? Maybe they should shift their core business to hedging instead? LOL. I just love chewing on PS! But no malice intended. I'm just expressing my thoughts of course.

Posted in: CallCenter Issues