The document discusses the call center industry. It defines a call center as a centralized office that receives and transmits large volumes of phone requests. Call centers handle both inbound calls from customers and outbound calls made by agents. The call center industry has boomed in the Philippines due to lower costs and an English-speaking workforce. The document also covers the skills required of call center agents and the types of calls centers handle.

1. CALL CENTER INDUSTRY

2. What is CALL CENTER?
It is a centralized office environment wherein agents either
answer inbound calls or make outbound calls.
It is a centralized office used for the purpose of receiving
and transmitting a large volume of requests by telephone
A booming industry in the Philippines.

3. What is a CONTACT CENTER?
A part of a company’s overall customer
which manages customer contact,
including letters, faxes, emails,
newsletters, mail catalogues, Web site
inquiries, and other gathered
information.

4. What is Outsourcing?
Outsourcing is the act of one company contracting with
another company to provide services that might otherwise be
performed by in-house employees. Often the tasks that are
outsourced could be performed by the company itself, but in
many cases there are financial advantages that come from
outsourcing. Many large companies now outsource jobs such as
call center services, e-mail services, and payroll. These jobs are
handled by separate companies that specialize in each service,
and are often located overseas.

5. Customer Service Representative
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.

6. Skills Needed by a CSR
 Learning Skills
 Communication Skills
 Customer Handling Skills
 Team work and Individual capabilities
 Telephone Etiquettes and the ability to
respond professionally to clients on the
 telephone

7.  The candidate's ability to use proper
grammar
 Vocabulary skills relevant to a call
center position
 Attention to detail and ability to follow
specific instructions
 Basic math, logic, analytical and
telephone problem solving skills
 Ability to follow specific instructions
 Telephone problem solving skills

8. Two Types of Calls
 INBOUND CALL
 OUTBOUND CALL

9. INBOUND CALL
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.

10. OUTBOUND CALL
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.

11. BUSINESS PROCESS
OUTSOURCING
is a subset of outsourcing that involves
the contracting of the operations and
responsibilities of specific
business functions (or processes)
to a third-party service provider

12. BPO IN THE PHILIPPINES
The business process outsourcing
(bpo) industry in the Philippines has
grown 46% annually since 2006.
This boom is led by demand for
offshore call centers

13. Why Philippines?
The Philippines is also considered as
location of choice due to its less
expensive operational and labor costs.
The country offers 24/7 multilingual
and multimedia supported premium
services for marketing, sales, customer
care, crisis management, investor
relations and other key business
applications.

14. Why Philippines?
The reasons cited for the bullish
outlook towards the Philippines have
been,
among others, due to lower operating
costs, English language proficiency
and high ICT skills yet low-cost
workforce.