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Customer Service Basics
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Call center

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Call center

  2. 2. center? <ul><li>A call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. </li></ul>Who works in a call center? A call center or a CSR is the person who handles incoming and outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues. CALL CENTER INDUSTRY What is a call center?
  3. 3. The Two Type Of Call <ul><li>Outbound Call </li></ul><ul><li>An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client. Calls made from the center can include telemarketing, sales or fund-raising calls, as well as calls for contact list updating, surveys or verification services. Outbound calls include Advisories, Sales Verification, Customer Services, Surveys and it is usually the Call center agent who calls the client. </li></ul>
  4. 4. The Two Type Of Call Inbound calls An inbound call is one that a customer initiates to a call center or contact center. A help desk handles inbound calls as well, although calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two. Inbound Calls include Inquiries, Technical Help, Complaints as well as Customer service and in this situation it is the client who calls the call center agent
  5. 5. Other names
  6. 6. Common Call Center Recruitment & Training Process this stage determines the voice quality over the phone and how the applicant responds to the call to assess customer service, technical or sales skills. this include attitude tests, computer-based call simulations and emotional quality(EQ)
  8. 8. Why Philippines?
  9. 9. Number of Call Centers in the Philippines According to the Call Center Directory [4] of the Philippine Economic Zone Authority (PEZA), the Philippines now has 785 call centers over 20 key locations.
  10. 10. Absorptive capacity is the theoretical maximum level of employment that can be supported by a location’s graduate and labor pools at a given point in time. Briefly, the formula assumes a level of attrition that the suitable and willing graduate and labor force in that location must be able to replace. The chart above shows that the talent pools in all top-10 Next Wave Cities™ (NWCs) of 2008–2009 are theoretically underutilized. That is, these NWCs can potentially support much larger industry operations.
  11. 11. <ul><li>Call center managers require graduates who are extremely fluent in English and (for technical accounts) above par IT skills. Due to the economic downturn in United States (where the outsourcing industry's revenue came from), only few potential investors are surveying for outsourcing sites. </li></ul><ul><li>In spite of this condition, a very well known US outsourcing giant declared recent plans for five new customer contact centers in the Philippines which signifies jobs for at least 7,000 people. In 2006, 160,000 people were employed in a US$2 billion (S$3 billion) business. </li></ul>OUTSOURCING BUSINESS DURING GLOBAL RECESSION
  12. 12. <ul><li>The recession also prompted the significant loss of jobs for Overseas Filipino Workers (OFWs). This prompted the Philippine government to provide Filipino domestic helpers government-sponsored training for the OFWs to become call center agents [5] . The program, funded by the Overseas Workers Welfare Administration (OWWA), is part of the government's vocational scholarship program of OWWA and reintegration for OFWs. </li></ul><ul><li>The new project will sharpen English proficiency of applicants and provide call center training for 40 hours at $700 per student which the Philippine government has shouldered. This would hopefully give options to the OFWs to shift careers. </li></ul>OUTSOURCING BUSINESS DURING GLOBAL RECESSION
  13. 13. <ul><li>Did you know? </li></ul>TRIVIA In the Philippines, the Call Center industry has been tagged as the Sunshine Industry by the government because of its massive expansion over the last 10 years. It is considered as one of the fastest growing sectors within the economy.
  14. 14. <ul><li>CALL CENTER OUTSIDE </li></ul><ul><li>MANILA </li></ul>MINDANAO
  15. 15. VIDEO PRESENTATION <ul><li>CALL CENTER in DAVAO </li></ul>
  16. 16. METRO CAVITE Sources: BPAP, CICT and DTI, 2009
  17. 17. Most cost-efficient city ILOILO CITY Sources: BPAP, CICT and DTI, 2009
  18. 18. Best place for IT-BPO operations outside Metro Manila and Metro Cebu METRO LAGUNA Sources: BPAP, DTI and CICT, 2009
  19. 19. CALL CENTERS in Provinces Sources: Metro Cavite Metro Laguna Iloilo City Davao City Bacolod City Teletech ACS, Inc. Allianz Solution Ascendas Pte Ltd DIGITEL eSYNERGYplus FilWeb Systems Infinite Links INFONXX SunPower TeleTech TransCall Global BrushNetwork Callbox Inc. ECHO Epldtventus GMCI Packet Switch Techno call Teletech Transcom Virtual Assistant Technologies Inc. ADD Force Aegis People Support Bonusfon Buzzfone Concentrix Fil-Can Comm. JMC Worldlink Teleperformance Teletech Transcom
  20. 20. CALL CENTERS in Provinces Sources: Bacolod City Lipa City Pampanga Cagayan de Oro City Teleperformance Teletech Transcom Teletech Advance Contact Solutions Aerospace Products International AOL Member Services Philippines, Inc. Cekor Technologies Group DIGITEL E-telecare Concentrix Technology Link2Support Paramedix Tricom Systems
  21. 21. Davao City: More than a million people DAVAO CITY Sources: BPAP, DTI and CICT, 2009
  22. 22. BACOLOD CITY Sources: BPAP, DTI and CICT, 2009
  23. 23. Best infrastructure METRO PAMPANGA Sources: BPAP, DTI and CICT, 2009
  24. 24. BULACAN: EAST and WEST Sources: BPAP, DTI and CICT, 2009
  25. 25. Cagayan de Oro City: Most cost-competitive city CAGAYAN DE ORO CITY Sources: BPAP, DTI and CICT, 2009
  26. 26. Lipa City: Proven host with potential for growth LIPA CITY Sources: BPAP, DTI and CICT, 2009
  27. 27. The Philippines' talent value proposition: Cost competitiveness Sources: BPAP, DTI and CICT, 2009 For life sciences professionals, researchers, and analysts, 20 percent of the Philippines labor pool is considered suitable for global work, higher rates than those of either China or India. In a study by the McKinsey Global Institute (MGI) in 2004, the Philippines tied with India as the lowest labor-cost provider, with total labor costs roughly equivalent to 12 percent of the cost of equivalent jobs in the US. This labor cost competitiveness persists.
  28. 28. <ul><li>*THE END* </li></ul>
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