This is the step-by-step procedure including some tips on what you need, what to expect, the pros and cons of applying/working at Singapore call centers.
This just in the newsvine, the Canadian call center company Nucomm International, with site in Greenhills, Ortigas Building & soon to be open Tiendesitas location has just been bought by Transcom, a European CRM company specializing in debt collections. The ISO certified outsourcer NuComm was sold for $90 million by owner & CEO Real Bergevin. Though turning over 100% of the company's stake to Transcom, Real shall stay with the new management presumably in a consultative capacity. The recent & ongoing plans for expansion of NuComm in the Philippines most probably not be affected by this change of management.
For the complete news details: Read it from the source below:
Transcom Acquires Leading North American CRM Companyhe European CRM and debt collections specialist, today announced that it has acquired 100% of NuComm International, a leading North American provider of contact centre solutions.A maximum cash consideration of Canadian $90 million will be paid in three instalments. An initial payment of Canadian $50 million will be paid, with the remainder being subject to a two tier earn-out ending in December 2008. The earn-out is calculated as the balance due based on a complete deal valuation multiple of 9 times the forecasted 2008 EBIT, but is capped at Canadian $40 million.
This is the next big thing on the Philippine call center scene these days. Negotiations & bidding has been hotly contested for the rights to get the Citigroup BPO account from a previous outsourcer in India. From a group of at least 6 outsourcing bidders, the final contenders remaining are Genpact, FirstSource & 3I. They are all based in India. WNS & Infosys BPO's dropped out of the race figuring the financials are out of their range.
This means there's a great big chance we'll see a Citigroup account in alabang in the next few months or probably early next year.Citigroup is the largest private financial group in terms of assets in the U.S.
Read The News Permalink:
Genpact, 2 others in final lap for Citi BPOThe sale of Citigroup’s captive BPO in the country is a few steps closer to being concluded. The number of potential bidders has come down to three with Genpact, the number one third party BPO in the country, along with PE firm 3I and BPO firm Firstsource Solutions in the final round for Citigroup’s 80% stake in the firm, according to sources close to the deal.
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How many times have I heard these stories in the call center business: " I was not given due process..." or " My boss harassed me till I quit..." or " They wanted me out for no reason..." or " That's against Philippine labor laws..."? Probably more than I should... I mean call centers are supposed to be big on their processes. It's a leverage they use to get more business. It's their selling point to attract more people to join their company. It's supposed to be one of the things they include in their values... That they protect & respect the rights of their employees on all levels. Labor lawsuits should not be a common things to hear about if they only have managers who are at least trained in Philippine Labor Laws. They should have managers that are strict in following guidelines of due process which all men are entitled in this democratic society with decent protection laws for workers. One reason that account managers are at fault here is because is they try to protect the accounts interest first. Their first priority is to keep the account & keep the clients happy. The company is at fault because they don;t train their account managers on how to deal with issues like these. Most of the time, they leave it to the judgement call of the account managers. Sometimes, it's not limited to just account managers. Even the senior account mangers & site directors are not experts in labor laws.
Sad fact is, in less than 2 years I have personally heard & knew about 3 cases where call center employees are terminated without due process. By whom? By their managers ofcourse... Their cases include: termination without just cause, diminution ( lessening ) of salary, termination without due process, unlawful extension of probationary contract. These are flat-out obvious reasons for a labor lawsuit... you can ask your HR manager about that. This is all because call center account managers have expert knowledge of call center management but don't a clue about when & how to terminate. I'm not talking about small time call centers here. Some of the biggest Labor law offenders are the biggest call center companies. I'd rather not name names. To top it all of one of these companies are super strict about their own business processes & yet they have been sued at least twice already for the past 2 years. I know that for a fact because I came from that call center & personally knew & spoke with their ex-employees who sued them.
Here's an advice, or common sense rather... when you feel you have been "separated" without due process, consult or at least ask a lawyer what are your options. Don't go down without a fight. Remember, if you have been staying in a company for 1 or 2 years & this happens to you, that's 2 wasted years of your professional life. That's because it's not going to be nice to put that you've been fired recently or ever. If you think you got a case to fight for, go to the National Labor Relations Commission & file a case. They will set you & the company up for initial investigations, arbitration, settlement & if settlement doesn't solve your case, the next step is court hearing. It's a long arduous process usually months to get done. But if you decide to stick it out, the "rewards" are great... i have asked 3 different HR managers already from different companies, they say that the maximum amount a person can get compensated for illegal termination is 2 MILLION PESOS. One note I need to make, probationary & regular employees have the same basic rights...to due process. Bottom line, a company cannot just terminate an employee without proof & just cause. That is Justice.
If you feel you are part of this growing number of people who have been victims of illegal termination, before you go troop to the NLRC, hear my advice first:
1. Make sure you got documented evidence that will support your case. These usually have a strong bearing if you decide to go to court or negotiate for settlement. it has greater value if it is a legal document like a contract or an email. The best documented evidences are the ones that are signed by the company's persons in authority. Before you leave the company's premises grab a hold of all documents that may pertain to your performance, email instructions, commendations, or anything that may prove your case. Sadly. that's easier said than done. But IF you get the chance, print out everything.
2. Be prepared mentally, physically and financially. Especially if you decide to take it to court. It could take at least 3 months to before a judge/arbiter can hand down a ruling.
3. Don't stop working. Filing a case doesn't mean you're world should revolve around it. Or else, you'll find yourself in deep financial bind.
4. Get representation. Try the OLA of UP Diliman. They assist people with labor cases. You know UP... they are hard-core when it comes to people's rights.
5. Final advice, if you think you got a very strong case with signed document evidence, go all the way... Sue their asses to court. It may take a lot of personal investment like time & effort, but at least it will teach the company a lesson about handling labor issues & illegal termination.
Here's the DOLE website so you can find out more about your rights:
A little word of caution to my fellow call center professionals, security researchers from the U.S. have discovered information-collecting trojans embedded in small image job posting in Job websites similar but not limited to Monster.com. Please do not enter personal information when promoted after you click on these ads. Better yet do not click on them period. The Trojan is released immediately after clicking on the job ads image.
For the full story on the issue, here's the permalink:
Here's another development that some Sony agents, current & former, might be interested in. Just over a week ago, EPLDT Ventus based near The Fort, has won the contract to provide CS & Ts for some of Sony's high-end products like the Sony Vaio. This is very similar to an account the former Clientlogic now Sitel has had for several years. Sony says they have given the outsourcing contract to EPLDT because of their Telco expertise & infrastructure.
This would be great news for former & current Sony agents & TL's, if ever they would want to relocate. It would be a few months more till we see EPLDT publicize openings for this account as they need to set up account implementation first before rolling out with the trainings.
FYI: Some of the callcenters that are currently providing TS and/or CS for Sony are: RMH-NCO is abs-cbn bldg and Sitel in Emerald avenue Pasig.
Permalink:
SONY SIGNS ON WITH VENTUS TO PROVIDE OUTSOURCING SERVICES--ePLDT Ventus, a provider of cost-effective, offshore call center outsourcing solutions today announced it has been awarded a contract to handle technical service support calls for Sony's personal audio/video, digital imaging and VAIO notebooks and desktop computers.
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Here's a little something to share for people to get to know me, callcentervet, a little more personally. I've been told a lot of different things regarding how I'm doing while I was an agent, a team leader and an Operations Manager. I admit I'm a little ashamed of sharing some of these because it's a little personal but what I really feel some of you will and can relate to these. The list is not exactly in chronological order. If you've been told something good similar to mine, I salute you. You are on your way to success. Use the motivation to strive even harder at work. To those who have been told something bad like mine on the list. Don't worry you're not the only person who have been told you're worthless. Use the humiliation to prove them they are wrong. If it is possible, fight for your rights as a person with dignity.
The best things I've been told list:
1. "You have been wonderful. I couldn't imagine how I could have done it without you".( my American boss told me ).
2. "I like your initiative. I like the way you look and analyze things before passing a judgment". ( told by my favorite boss )
3. "I hear you're doing a great job, keep it up".
The worst things I've been told list:
1. "Let me be blunt about this, I just don't think you fit for the job."
2. "...It's either you take my offer or we'll have to say goodbye to each other."
I'm going to add more on this as they come up to my mind. I just can't remember all of it at this point.
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This is some serious stuff. I didn't know I can make so much money on the internet in 52 days just by blogging. This is no BS. There a formula by created by Technorati that computes how much your blog is worth based on how many backlinks you have. a backlink is simply your link published on other websites or blogs. There are a number of ways one can build backlinks. For those who have blogs already click on the image above to find out how much is yours worth. For those who don't you can still find out how much a popular website is worth by clicking the image too.
So now you're blog is that much... So what you may ask? We'll I can sell it... There have been instances where some people would want to buy blogs from other people because of business reasons. Think in the line of Google buying Youtube not far back. Ofcourse, since my blog is hosted in blogspot.com, technically I can't sell it due to restrictions in the User agreement contract. But when I do get my own hosting & domain, I will definitely go all out in building backlinks to see just maybe in the future I can go ahead & sell it for whatever reason I may have at that time.
With that said, I can't say enough about encouraging call center people to go ahead and make your own blog. Start with free blogging sites like blogspot.com. While you are just starting, you can publish ads like adsense and build enough money doing that to buy your own domain & hosting. If you decide to do so, you can just redirect you're viewers to your new one & start building backlinks again. as you blog ages & it's popularity increases you can start thinking about what to do with it. You can always actively sell your blog too if want. There's a site/forum that you can offer to sell it.
I've looked up great sites for our aspiring call center applicants to aid them in their search. Mind you, they are Pros in the business just like me... Ehem... hahaha
The image above show the webpage of Mr. Chris Russell. Here's his bio courtesy of his abot page: His insights on current job search strategies provide a unique perspective, unmatched by any other job search expert. He's been on both sides of the hiring fence as a jobseeker and employer. Now as the manager of his own internet job board, he adds another dimension to his job hunting expertise. As online job hunting evolves, Chris, also known as C.M., will keep you up to speed with analysis and advice through his book, blog & career podcasts. His education includes a B.S. In Marketing from Southern Connecticut State University and a Master of Science in Information Systems from Pace University in White Plains, New York. Currently he is President & Founder of AllCountyJobs.com LLC - a network of regional job boards serving CT, MY, MA & RI. Today managing his job boards and helping people become better job seekers has become his passion. Click on the picture to visit his page.
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These days as Outsourcers continue to drive better results while striving hard to drive costs down, they are seeking to find new venues to operate. We are seeing far out countries silently creeping into our sunshine industry. You'd be surprised to find out that some African countries after growing out of economic problems and wars are now beginning to capture some business away from the usual hubs of outsourcing like india and business. They are entering the market the same way the callcenters unofficially started to grow in the Philippines back in 2000. They have set-up their IT & Telco just enough to give India & The Philippines a small run for their money. They are other emerging destinations as well. They are Scotland and some Latin american countries which can easily capture the need for bilinguals in the callcenters serving the U.S.
Here's a list of stories about it that I think are interesting:
Africa beats India on offshore call centre costsAfrica and the Middle East is one of the cheapest regions in the world to run an offshore call centre from based on wage and telephony costs alone, according to new research
>TOGO: First VOIP Call Center in africaThe arrival of Africa’s first VOIP call centre will have an impact that may send ripples around the continent. Firstly it provides a tangible proof that Africa has the potential to service international markets
Ok. I have to admit, I got into blogging because of 2 things. Number 1 is to help call center people through sharing my knowledge & help them get the jobs they like. Number 2 & is to earn money while doing it. I got the idea from a co-worker, a professional blogger, who has made blogging a great source of income. He has been blogging since 2005 & has earned a decent amount of dollars through this online business.
For those who don't have any idea how this all works out, read carefully this could be your chance to join the biggest online rave hitting the Philippines. Blogging is really easy. For starters, it's FREE. You don't have to shell out money to do this. You can simply blog for 30 minutes-1hour a day at home or while at work as long as your online. This is a great opportunity for call center agents because they are online at work for 8 hours per day. although this maybe a small problem if your call center is very restrictive in internet browsing. Nevertheless, it still is a great untapped resource.
How do you earn? By posting ads on your blog, you earn small amounts as people visiting your blog click on the ads you posted. as those small amounts accumulate, they become serious money and if you have accumulated the minimum encashable amount you can have the Dollars ( check ) mailed to you or paid to your Paypal account or wired to your local savings bank account. If you like you can also be paid in local currency ( for the Philippines it is Pesos ). What's good about it is you don't have to pay anything to start blogging and start earning. The only investment you will be doing is time in designing, optimizing & marketing your blog which you can do while you're sitting in your workstation waiting for a call or avail time.
There have been people with good ideas that are earning serious money through blogging.
The gurus in earning through blogging are: John Chow, Joel Comm & there's a lot more. Check out John Chow's blog for the biggest earner's through google adsense: Click here to check out his blog.
Check Out this guy's check from Google adsense.
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Yup that's right... Contrary to "popular" belief of "non call center people," this job is not all talking in English, using your mouth and neutral accent. It takes skills & hard work to stay in this business. Nowadays, call center companies are not just looking for language proficiency. The edge of successful applicants is how they think well in crunch-time or decision-making situations. You ask somebody who just gone through an interview what were the questions like, I'm 100% sure they have been asked some serious questions like how do you sell something to a person who has everything or how do you deal with somebody irate or how many batteries do you think are used in the Philippines for a whole year.
These are samples of questions you will be asked if you are lucky enough to be scheduled for an interview. These are the questions call center recruiters are asking to gauge your thought-processing skills which need to be relatively quick considering you are dealing with real life situations here. Majority of call center companies are now saying English proficiency is not enough these days. They need people who can adapt to situations very well, wisely respond with empathy and are critical thinkers. Just read this recent news from TMC.net
It says that yes the industry is growing at a rapid pace yet call center companies are having a hard time looking for qualified applicants not because language skills are poor but because people applying does not possess the thought-processing abilities needed for this type of work.
Honestly and personally, I think all callcenter practitioners are above average smart and hvrd working. They deserve to get paid higher because they are such. So to those who hav en't tried working in a call center yet because for some ignorant reason that they just hate the type of work we do, don't look down on us... Sooner or later you will find yourself thinking about applying with us. I'm pretty sure we will see you there. LOL
I'd like to share this comment/email from one of the people I referred to Hazel Chua of GENPACT. She successfully got hired by Wachovia GENPACT as an assistant manager and would going to the U.S. for training!
I am so happy to have made a difference to somebody's life through this small blog of mine. More than anything, I think success stories like this is how I measure my own blog's success. I will continue providig you with the latest in our callcenters here so that maybe one day some of you will get a great opportunity like Ms. Ladymenefunien. Continue reading my blog!
By the way, it is a trademark for GENPACT to send their pioneer leaders to the U.S. for training.
Hi CCV! I'd like to thank you so much for the referral to Hazel Chua for the Wachovia TL position. I am now gainfully employed with them as Assistant Manager (but start date is on August 16th)! I think I'm the third employee hired for Wachovia. It's funny how it happened. I missed my first interview date and I asked Hazel if they can reconsider for another interview schedule. The peeps at recruitment agreed through Hazel's request and I got interviewed last Monday. Strange that they called me in for a Wednesday interview with the Wachovia people and then job offer the very next day! I definitely did not think twice; the offer is very good and the fact that I'm going to the US for training this year makes it much more appealing!!! So thank you so much, CCV! You have no idea what this job means to me. I really came from a small Filipino-owned call center (after being with HSBC) with a crummy boss and being employed with Wachovia-Genpact now really makes my career in the call center industry worthwhile. Thank you again and more power to your blog!ladymenefunienView blog reactions
Oh yes this darkhorse of a BPO is now in Cebu. No news of where it is exactly going to be but according to the Philippines Daily Inquirer, the facility will house 500 software developers and engineers for their outsource clients. No plans of having a call center there yet.
Accenture has decided to move to another area because of the saturation of the talent pool in Metro Manila. That's what their executives say. But I guess, disaster recovery planning and lower wages are also part of the story.
I heard a lot of great stories from people working in accenture for the past few years. For example, my old college buddy's brother who got tied up with accenture for 2 years as a software programmer recently got a U.S. working visa and petition from one of accenture's competitors based in New Jersey. It really pays off to get tied up that's what I'll say... Haha!
I know a lot of call center applicants and call center employees will be interested in finding out which callcenter companies will be trailblazing for the next few months or years. It's good to know which ones are so that one gets a better view in prospecting companies to apply to or even companies to stay with. Here's my take:
1. Etelecare - The future looks bright for Etelecare. They just opened their 4th building in Metro Manila. This is always a good signal of how financially stable/capable a company is. Although the money to put up the new building was borrowed. It is still a good sign because being approved to borrow millions of dollars means the companies credit standing is very good. It also means that the creditors have concluded that the company is will be able to pay. The second good news about Etelecare is, they continually get major clients. I got in touch with an old friend from there and he says that they recently got a Sprint Telecoms account and they are in the process of training the pioneers which will be deployed in their Shaw Blvd. building. The third good news about Etelecare is they are riding the valued-added outsourcing bandwagon much like the Indians are doing. They recently got a contract to do complex technical support for an Enterprise software company. And will also probably be housed in the same building.
2. HSBC - Another company in the works of opening another site in Metro Manila, specifically Commonwealth avenue Q.C. It is a no brainer to figure out why HSBC is very financially stable. With very good performance of its off-shoring accounts here, the HSBC Gods have decided to shift more of it's departments here. Ergo, the second stand-alone building which should be completed and ready for occupancy around early next year. The pay is not too shabby too. Recently, a lot of managers on all levels got a market adjustment on their salaries. You won't see a lot of TL's and managers resigning from HSBC because they pay very well.
3. Sykes - another call center company that expanded its operations in Manila by leasing building space in Quezon Avenue. Sykes has been a pillar of strength since day one of callcenters in the Philippines. Built on "solid ground", Sykes can definitely but quietly keep up with any callcenter out there.
These are only three of probably a handfull of outsourcing companies that are doing very well. Outsourcing analysts says the Philippines will be the next hub of Customer Service and a lot of that business will be moving here in the next couple of years. The only question is who wins most of those contracts.
For all of you, now that you have the information... use it!
Here's good news! For those who have questions and need answers right away, now you can chat with CallCenterVet live! I have embeded my own meebo chat widget way down below this page. You don't need to sign-up with meebo. All you need to do is type in anything and it will post right away. For those who want to be recognized, it's easy to sign up with meebo. Just use your google or yahoo or MSN ID to log-in and you're good to go. I have my blog open for most the day so I can almost always reply quickly. Even when I'm at work I have this up nut I may not be as quick to reply as I would wish. I hope to talk to you guys soon! Cheers!
This just in the newsvine, the Canadian call center company Nucomm International, with site in Greenhills, Ortigas Building & soon to be open Tiendesitas location has just been bought by Transcom, a European CRM company specializing in debt collections. The ISO certified outsourcer NuComm was sold for $90 million by owner & CEO Real Bergevin. Though turning over 100% of the company's stake to Transcom, Real shall stay with the new management presumably in a consultative capacity. The recent & ongoing plans for expansion of NuComm in the Philippines most probably not be affected by this change of management.
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