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Ukraine vs. Philippines on Outsourcing Call Centers
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Ukraine vs. Philippines on Outsourcing Call Centers

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Comparison between Ukraine and Philippines for call center outsourcing.

Comparison between Ukraine and Philippines for call center outsourcing.

Published in: Business

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  • Philippines is now a top destination for BPO services and call centers. See more news and reports for the country's booming BPO industry.
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  • Ukraine is starting to improve their call center abilities and getting better and better. If the company goes on the same wave as the workers the company will improve it's self in know time but if the company doesn't give a .... about their works and doesn't pay in time and people have to wait for their payment that really break the company apart, wanna chat more about call centers I will be happy to exchange knowledge kiper88@yahoo.com..
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  • To be clear, the subjects from both countries that provided the data reflected came from their own respective countries. Differences we based on thier own opinions of what they felt was worth comparing or not. These differences are not scientific...but rather the opinions of SME's operating from both countries.
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  • When doing a comparative analysis, try doing it by factor or similar item, e.g. unemployment rate with unemployment rate. Also, don’t compare a statistical reference/data with a qualitative statement (or motherhood statement) since it is not making sense at all. Obviously, the presentation was aimed to promote Ukraine (over the Philippines), and not to make a comparative analysis. Do more research about the Philippines since some of the ideas presented are unfounded (e.g. Bullying from China has resulted in occasional spats between the 2 countries).
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  • Philippines is hitting 200-300k seats for call center agents (voice) alone. I think that number tells us something. Additionally, non-voice are now flooding to date.
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Transcript

  • 1. An Outsourcing Comparison
  • 2. Ukraine – An Alternative
    • Labor Cost
    • Multi-Lingual Capability
    • Location
    • Call Center Infrastructure
    • Geo-Political
    • Culture
    • Talent Supply
    • Education
  • 3. Labor Cost
    • Philippines
    • Ukraine
    • Minimum Wage
      • 382 PHP (PESOS) per day
        • $0.99 per hour
    • Corporate Tax
      • 30%
    • Individual Tax
      • 5-32%
    • VAT
      • 12%
    • Minimum Wage
      • 625 UAH (HRYVNIA) per month
        • $0.45 per hour
    • Corporate Tax
      • 25%
    • Individual Tax
      • 15%
    • VAT
      • 20%
  • 4. Multi-Lingual Capabilities
    • Philippines
    • Ukraine
    • English
    • Spanish
    • French
    • Japanese
    • English, Russian, Ukrainian, Polish, Hungarian, Slovak, Moldavian, Romanian, German, Italian, Spanish, Dutch, Swedish, French, Austrian, Chinese, Japanese, Czech, Danish, Estonian, Greek, Finnish
    • Many people in Ukraine are bi-lingual and tri-lingual as it is required to work abroad.
  • 5. Location
    • Philippines
    • Ukraine
    • East of Vietnam.
    • Between Philippine and South China
    • More than 7000 volcanic islands make up the territory
    • Capital is Manila
    • 20-24 Hours by plane from Detroit
    • Located in Eastern Europe
    • Neighboring country to Euro zone
    • Boarders with 7 countries in Europe
    • 12-13 Hours by plane from Chicago
    • Capital is Kiev
  • 6. Geo-Political
    • Philippines
    • Ukraine
    • President elected to a 6 year term.
    • Human rights issues especially in Muslim areas.
    • Bullying from China has resulted in occasional spats between the 2 countries.
    • Democratic government modeled from US.
      • Good relations with US
    • Visited by US Vice President, Joe Biden last week
      • USA supports Ukraine’s ambition to join NATO and European Union.
      • USA will not compromise relations with Ukraine at the sake “resetting” relations with Russia.
    • Democracy
      • Pro-Western Government
  • 7. Culture
    • Philippines
    • Ukraine
    • 30% of high school grads get a college/university education
    • Predominantly Roman Catholic religion
    • Many traditions from prior colonial history
    • 11% of Filipinos live and work abroad
    • Majority of the people have contemporary lifestyles
    • Working more 40 hours per week is common
    • Time differential pay difference is uncommon
    • Very friendly to foreigners and highly interested in Western culture
    • Employee loyalty is considered very important to staff
  • 8. Talent Supply
    • Philippines
    • Ukraine
    • Turn over is high due competition by many outsourcing suppliers
    • Use of internet is less developed for job hunting than in the West
    • Ownership of home computer less common
    • Philippines has a population of 70,0000,000
    • Unemployment is at 25% officially
      • 50% unofficially
    • Many graduates have multiple degrees when entering the labor market
    • Competition for any employment is high
    • Turn over is extremely low due to historic economic conditions
  • 9. Education
    • Philippines
    • Ukraine
    • 30% of high school grads get a college education.
    • Less than 60 percent of students graduate high school.
    • Bi-lingual English program adopted by schools in 1974.
    • 3 rd largest English speaking nation.
    • Ukrainian university students often obtain their Masters degree in comparison with the West.
    • Ukrainians are able to accelerate through college based on good grades.
    • Over 900 universities
    • Education reforms continue to improve the quality of Ukraine’s education system
  • 10. 247HR Ukraine Offers
    • Services
    • Call Center Infrastructure
    • 2000 Seats
      • Expansion to 5000 by end of 2009
    • 6 Locations
      • Lvov, Kharkov, Nikolayev, Simferopol, Vinnitsa, Kiev
    • Technology partnerships with all of Ukraine’s leading communications, software, hardware and consulting companies
    • Help Desk
    • Technical support
    • Order line
    • Bookings
    • IVR
    • Contact validation and discovery
    • Database creation and management
    • Lead generation, profiling
    • Appointment setting
    • Multi-channel campaign execution
    • B2B and B2C sales
    • Customer retention and up-sell
    • Credit collection
    • Data entry
    • Application processing
    • Accounting
    • Market research, customer satisfaction surveys
    Up Sell / Cross Sell Lead Capture Conference & Seminar Registration Fulfillment Lead Generation Customer Follow Up Customer Acquisition Live Phone Support Email Response Direct Response Live Web Chat Services Click To Talk Telesales Emergency Response Bilingual / Multilingual Service IT support, system monitoring Inbound Services Customer Service Customer Care & Retention Order Taking Toll Free Services

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