Where Have They Gone?

Brain drain is a social phenomenon wherein professionals educated, trained and practice here in the Philippines particularly, is enticed to go abroad to seek greener pastures. The result is that fewer professionals are practicing their chosen field in the country, having a shortage of manpower across all professions. It started with nursing, and then medical professionals such as doctors and medical technologists started to get into the trend as well. As the development of the world progressed and the internet becoming a super highway of information and facts, there has also been an increase in the demand for information and computer related professionals here and abroad.

And because of this demand there is now the “virtual brain drain”. But this particular brain drain has more of a positive feedback than the latter. The effects of the virtual brain drain is not actually bad, in fact it has helped the county’s economy if not increased the number of jobs available. Virtual contact centers and virtual call centers have been growing both in numbers and in popularity. This is the main reason that most fresh graduates flock to existing call centers. There is no experience needed, nor have any qualms about educational attainment. Regardless of the degree, call center jobs are still very popular. And even now that businesses and companies hire virtual agents that could work at home, the interest on the job just doubled.

Teachers, nurses and I.T. graduates all work for call centers while awaiting the board exam. Some do this to save up money for the review or as a temporary route to the original plan. But sadly, almost 20% of all future professionals who enter the industry never leave especially if promotion was offered or if they job pays higher than their chosen field. This virtual brain drain is evident by the lack of practicing teachers, while to some, like nurses, it has become their redemption after the over population of the profession.

But is it that virtual call centers and contact call centers here in the Philippine thrive regardless of the disinterest of the majority of the population to work in the industry? As stated before, the job is short lived, you could get a job part time and yet earn higher (you are actually paid in dollars but given as peso), no specific qualifications except good communication skills and a good grasp of the English language. Aside from that, the job is in essence, uncomplicated.

This apparent brain drain is a looming predicament to all of us. Yes, technologically we may be behind, but the emergence of these call centers in the country proves that when it comes to job performance and exertion, the Filipinos are a force to reckon with. The same problems are still eminent, lack of professionals in different fields, but virtual call centers also bring to light several other problems. One is that social interactions of people are limited to computers. While this may be a valid form of communication, it does not have the same human affect and contact we all need. the remoteness will cause problems later on such as long periods of isolation from human contact.

Business Dilemmas: Virtual Call Center is the Answer

Many businesses has abandoned the conventional ways of handling customer support and instead looked for cost efficient yet competent virtual call center. Many companies have started offering online support since the internet was conceived but with the bulk of clients lining up and waiting, there has been a pressing need to expand and develop. And with the tight competition in the market for similar businesses, how can your company rise beyond the struggle?

The theory that virtual call centers are the solution to upgrading customer service while reducing costs is not new. This concept is used by many companies now a days and it has proven to be effective and more. Virtual call centers basically allow the company to have a steady customer service center located outside the premises of the company’s property or even managed by a third person. This way, the company will be able to offer a wide variety of customer service rather than just receive calls for product support. Your customers will be happy to be able to talk to company representative regarding their concerns, regardless of time and date.

What makes a good virtual call center is that they are able to deliver quality and excellent customer service at a fraction of a cost. It is also an advantage of being able to work from home. Home based agents are flexible in their time and schedules. They are able to yield better performance because they are less exposed to stress, over bearing managers and supervisors, less fatigue and exhaustion. This will also lead to lesser employee turnout and actually increase retention of call center employees.

Although this particular business strategy boasts of having good results, there is still the customer and agent relationship. You have to put in mind that no matter how professional we want our agents to be, no matter how skilled, it will still be the customer’s decision to say if they have received the kind of service they feel they deserve. This is why it is important to have agents that are able to handle irate customers.

Not sure of the effectiveness of virtual call centers? The numbers speak for itself; the increasing number of businesses that involve the help of virtual call centers, the increase in your company’s revenue and most importantly, the number of satisfied customers you have. If you are still apprehensive about the positive benefits of having to employ a virtual call center, you could ask around. Businesses will surely recommend what they have learned to love.

Home Based Virtual Call Centers

The economy has greatly affected the way businesses looked at expansion. Every day, businesses are closing up their internal call centers due to overwhelming costs. Many of these closing call centers are replaced by virtual call centers, especially those that have home-based agents. Why is this so? Many businesses see that reduced costs and expenditures come with outsourcing to home-based agents allowing their companies to grow three-fold if successful.

This particular type of business strategy has been gaining popularity for the last few years and it has continued to grow because of the many success stories. It is the perfect mix of traditional call center and modernized convenience. Not only does off-shore outsourcing reduces costs, it also has other benefits like eliminating particulars like culture differences, agent turnover and such. Virtual call center uses home based agents and they may not reduce the costs as much but it is the perfect way to expand and at the same time minimize other costs.

Another advantage of using home based virtual call center agents is employee preservation. This is because most agents are happy to be working at home. Through this, you will also have a bigger pool of people whom you could employ like stay at home mothers and those who are unable to leave the house because of a disability. This flexibility and luxury of working at home eliminates strict rules an in-house virtual call center and when this happens, agents are happy. When they are happy, they tend to work harder and when this happens, revenues go up. And when profits increase, your company can grow without the staggering costs usually associated with progress.

Another positive thing about working at home is that it gives you the opportunity to focus on work alone, and not be bothered by socialization towards other agents. Agents are rarely in conflict and are less like to be weary of the work done. Agents are most likely to skip absences and apply for leave as well.

The main purpose why a company exists is to gain profit. With virtual call centers, you can be assured of it. A word of caution though, not all call centers can produce the same results, that is why it is necessary to be meticulous about choosing virtual contact centers especially over the internet. Off-shore outsourcing is a huge gamble, you wouldn’t want to invest on something that may be the reason of your company’s collapse.

Streamline Your Facilities Management Process

To create and maintain an efficient working environment is one of the largest continuing costs of operations that a company has to bear, and facility management department is a division who assigned to ensure that services are delivered in a way that contributed to productivity of public or staff who utilise a facility, maintain and repair for the efficient and safety operation of a facility and minimise operational life cycle cost of facilities.

In addition facility management department is not only be responsible for funding the planning and fit out but also have to control and maintain the ongoing support and servicing of the space that has been created for the organisation.

In order to keep ongoing support running smoothly while you handling a large volume of facility issues, you need to find a solution which allowing you to operate the facility with maximum efficiency, safety and staff comfort and dramatically reduce costs in the process. Outsourcing is the best solution for current situation, as you might be aware the cost of doing business today has never been an easy reality to face, and competition is becoming tougher and budget is getting tighter.

Outsource process was not much in vogue until a few years back, but times have changed. Today, not only has outsource process become very popular but it has also practically become the norm for businesses. The following are some benefits that you could accomplish by outsourcing your facility management process:

1. Tighter control by a centralised operation and contracted service level;

2. Extended hours of operation up to 24/7 live response;

3. Fast speed of answer, as call centre providers can optimise the rostering of staff and incoming traffic through call centre management system;

4. Cost Efficiency – reduce staffing cost while maintaining and extending service operation hours;

5. No employment problems – training, recruitment are all the responsibility of outsourced partner and

6. Continual improvement with benchmarked service levels and having up-to-date equipment and systems.

As we mentioned above that the outsourced contact centre industry has been growing rapidly, as well as number of suppliers who offer facility management solution so we are in the situation where we have to choose the best one from many. Generally speaking you might know which one the best or not for your business, however you must note following principal components when seeking a qualified provider:

*Proven Experience

*Measurable and Accountable

*Scalable and Flexible

*Disciplined Process Management

PAL Hires PLDT for their Call Center Operations: A Win-Win Situation!

The whole idea of outsourcing jobs has created much stir in the business environment. However, it works on the basic principle that one man’s loss is another’s gain! Whether it be the loss of jobs in America, which created great opportunities in outsourcing destinations or whether the recent Philippines Airlines(PAL) decision to hire Philippine Long Distance Telephone Co. (PLDT) for their call center operations, along with other catering and many other airport services!

This massive contract will save PAL P1.5 Billion a year and bail them out of a tough financial situation, but at the same time will affect 300 PAL employees who will lose their jobs as a result of this deal. However, about 600 new positions will spring up at PLDT where these ex-PAL employees will be given the first preference! This, unlike other outsourcing options will work out to be very convenient where new jobs will be created and kept within the country.

The Philippines should promote more such deals which are a win-win situation for both the parties involved. The government will also welcome such deals and is sure to grant some benefits to similar deals in the future. PAL could have also shipped their jobs to a foreign location but made a wise decision by awarding the project to PDLT. Philippines has a great workforce and is one of the big players in the call center industry. Cheap labor, the main reason for which jobs are outsourced is available here in abundance!

The labor union of PAL, known as PAL Employees’ Association (PALEA), has taken stiff opposition to this contract. The job cuts are not something they are happy about and they have filed a notice to go on strike. They definitely need to see this in a broader perspective and understand the wonderful implications that deals such as these will have on the economy of Philippines.

Australian BPO Company in the Philippines and its Effect on the Call Center Industry

Seeing the entire furor that the Philippines call center industry is creating in the world, Australian firm, Salmat, could not stay away from it all. Salmat, the Australian business process outsourcing firm, recently announced that it will be opening up its operations in the Philippines. It is expected to open up an establishment in McKinley Hill in Taguig City, paving way for an 800 seat facility. This is touted as one of the first investments of the company outside Australia. The new establishment is expected to cater to accounts from Australia and New Zealand, while they switch between voice and non-voice services. The company is further expected to expand into areas like web content management, call centers, IT enabled services, data entry and computer programming. All this is bound to have a positive effect on the Philippines BPO industry.

Over the past few years, the Philippines has seen a major growth in terms of attracting investors and clients willing to the country’s call center industry’s abilities. When it comes to knowledge-based positions and workers, the Philippines is being touted as number one throughout the world. Being just one place behind India in terms of employer preference, the Philippines is fast growing and expanding its services to provide more expert-knowledge and services to the clients. With the Australian firm coming to the Philippines call center industry, the Philippines is sure to become even more widely recognized throughout the world for catering high-end business processing outsourcing. Already, the projected earnings of the call center industry is expected to contribute to 6% of the total GDP of Philippines. The next ten years have further projected the total revenues to increase up to US$100 billion from the call center industry alone. With so much to offer, the number of jobs and total household income too will increase exceptionally, thereby changing the entire outlook of the nation.

US Bill Proposed to Charge BPO with Taxes

Outsourcing of jobs has been a topic of much debate in developed economies such as the USA. This form of business has been subject of much criticism. The main reason for this has been the loss of US jobs, which are shipped to cheaper destinations. Senator Charles Schumer recently proposed to introduce a bill which will tax calls which are transferred outside the United States. This will be done by making the companies disclose their calls going outside the country.

The Senator feels that by doing so, they will be able to reduce the number of jobs being outsourced to other destinations. "This bill will not only serve to maintain call center jobs currently in the United States, but also provide a reason for companies that have already outsourced jobs to bring them back," he said. However, the bill might just backfire with leading organizations choosing to move to other countries and keeping their American operations to a bare minimum!

Big Companies today are no more confined to a single location. They are truly global entities. The bill will surely not affect work being outsourced by these mammoth organizations. The bill will only affect their US operations but not any of their other markets. This will, however, affect smaller, all American organizations that outsource their work to foreign locations.

Organizations in the Philippines have gained solid reputation for providing unmatched services to such companies. There are a lot of virtual call center units that are functioning primarily to serve their American customers. This bill will definitely affect business from smaller US companies, unless they go all out against the passing of this bill. However, business opportunities are aplenty in the call center industry and the bill should not harm outsourcing business in the Philippines in a big way. This will be an ideal opportunity for companies to look beyond the USA and concentrate on other markets.

The Philippines has come a long way and established itself as a top destination for virtual call centers. This bill does threaten to lessen incoming business from the USA but with the right approach, it can be tackled with ease!

Outsourcing – Advantage or Disadvantage?

Many companies would say outsourcing your call center to a virtual call center can bring several advantages to your business. The primary reason why most businesses opt for outsourcing is due to infrastructure management and services can expect to save so much – up to 12% to 17% annually. It can help improve and optimize operations while at the same time greatly reducing cost. It also helps your business stay competitive in the large global economy. It is a strategy that provides immediate cost savings and productivity of allowing companies and organizations to focus on their core business.

Outsourcing can contract for services that you need without long standing costs like benefits, retirement, office space, management staff, and the like. If your company chooses to outsource to an virtual call center you will find that you will be provided with a high quality solution at a fraction of the cost of hiring an entire team. Note that the costs associated with hiring and maintaining an in-house employee are always higher than the costs involved with an outside service provider. It also substantially minimizes overhead costs without sacrificing important factors such as quality and the ability of your business to operate and grow.