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Experiences of a Philippine Contact Center

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Brief history, forecast of trends, lessons learned.

Published in: Data & Analytics
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Experiences of a Philippine Contact Center

  1. 1. @All Rights Reserved Farmout Central Intouch Inc 1
  2. 2. About Me  @All Rights Reserved Farmout Central Intouch Inc 2
  3. 3. Created jobs for over 155 people, directly supporting 3,175 family members. Now doubling our capacity with new facilities @All Rights Reserved Farmout Central Intouch Inc 3
  4. 4. Birth Pains Finding Clients Facilities upgrade Lack of LGU Support PEZA & BIR Finding Partners Power Generator Internet Gateways SIP Server @All Rights Reserved Farmout Central Intouch Inc 4
  5. 5. Talent Development and Retention On boardingFiltering Recruiting Training Trainors & Supervisors @All Rights Reserved Farmout Central Intouch Inc 5
  6. 6. Learn on the Go Managing Remote Teams Team Building, Morale, Productivity Listen to Needs and Deploy solutions Join Call Center Associations @All Rights Reserved Farmout Central Intouch Inc 6
  7. 7. Lessons from NUS ITPM Winner's Curse Network Graph Theory Metrics and Performanc e Knowledge Managemen t AVH Calls per shift Occupancy % Satisfaction Ratings @All Rights Reserved Farmout Central Intouch Inc 7
  8. 8. Areas for Big Data Analytics Trendspotting Sentiment Analysis Predicting Good Hires @All Rights Reserved Farmout Central Intouch Inc 8
  9. 9. @All Rights Reserved Farmout Central Intouch Inc 9
  10. 10. @All Rights Reserved Farmout Central Intouch Inc 10
  11. 11. @All Rights Reserved Farmout Central Intouch Inc 11
  12. 12. @All Rights Reserved Farmout Central Intouch Inc 12
  13. 13. 13
  14. 14. Wilson L. Chua sales@farmout.ph https://facebook.com/FarmOutCentral/ https://twitter.com/farmoutph @All Rights Reserved Farmout Central Intouch Inc 14

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