My previous call center companies

No doubt call center industry is one of the highest paying job now a days. Why? Because this type of business originated outside of the Philippines hence it was called  “outsource”, because other country don’t hire their own people but rather they make an outsource of their business outside for several reasons. One of that factor is salary! If you tend to compare the denomination or the value of money with the other country (especially U.S., U.K.  and Australia-most of the country who outsource) our money value is smaller compare to them, and it will save them more rather than hiring their own country people. Another factor is maintenance, in building up a business you also need an area where you facilitate it. But if you outsource, you don’t need to worry for the area itself because the outsource company or your business outsource partner here in the Philippines is the one who will provide facilities itself for your employees and maintenance is not a problem at all in the part of the country who do business with us.

I’ve been in this industry for like almost 7 years and I can really tell how I was mold enough when it comes socially and financially. Yes true enough BPO company compensate well but they just don’t know the struggle of this kind of job, wherein you need to do multi-tasking. studying your clients culture could either be the U.S., or Australian’s citizens culture in a way you know how to respond to them appropriately, maintaining your metrics- you’re not just graded in school but in call center industry as well, and you need to passed the metric or else you need to update your resume the next day. You see this kind of job is nit stable though, but it will really depend on you how you play with it to maintain your position!

Below are my previous call center companies from the present company that I’m working with to my first call center experience.

Teleperformance Cebu- I worked here as a fraud analyst under one of their financial account. I started here April of 2016 and still currently working now. Their I.T. park branch as the Aegis site before, one of the BPO company as well. However Aegis moved their business in Malaysia and Teleperformance company take it over.

 

Convergys- I started to worked in Convergys as a financial associate around November of the year 2013 still for a financial account based in U.S. but this financial institution that I’m working with do their business globally. I resigned their in the year 2015.

 

Aegis People Support- Yes, I was able to worked with Aegis before Teleperformance took over it. On the year 2013 of June I worked here in a domestic telecommunication account as an account specialist for billing and customer service position. I just stayed here like 5 months and resigned on the same year of 2013.

 

Live2Sell- I worked here a Telemarketer for a year started on the year 2011. This was my first call center company and my first call center experience as well.

 

I.T. Park-Cebu’s BPO Center

The Cebu IT Park (formerly known as Asiatown IT Park) is a 24-hectare mixed use business park in Cebu City, Philippines, envisioned to attract locators in the information technology services. It is developed by Cebu Property Ventures and Development Corporation, a subsidiary of Cebu Holdings, Inc.

It was approved by the Philippine Economic Zone Authority (PEZA) board as an economic zone on April 6, 2000. On February 27, 2001, Presidential Proclamation No. 12 made it an Information Technology Special Economic Zone.

Construction on eOffice One, the first office modules in Cebu IT Park, began in 2001 and opened in 2002.

Now, I.T. Park is the center business when it comes to business processing outsource here in Cebu. It give’s greater impact in Cebu’s economy and also a wide array of job opportunity with the fellow cebuano. 

source  : https://en.wikipedia.org/wiki/Cebu_IT_Park

 

TOP CALL CENTERS IN CEBU

No doubt Cebu was also considered as one of the well established city in the Philippines! Call center industry is one reason as to why we have dramatic increase economically. BPO companies listed below were among the top 10 call centers in Cebu area!

CONVERGYS

EPERFORMAX

SYKES ASIA INC.,

XLIBRIS PHILIPPINES INC.

ACCENTURE

TELETECH

AEGIS

QUALFON PHILIPPINES INC.

TELEPERFORMANCE

JP MORGAN CHASE & CO.

 

“CALL CENTER” AND HOW IT STARTED…

First blog postTo define the word “CALL CENTER”, it is an office set up to handle a large volume of telephone calls, especially for taking orders and providing customer service.With the latest technology we had today, the demand also increases, thus, a specific profession was addressed and call center companies was introduced in the business world.

An inbound call centre is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralized handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.

A call centre has an open work space for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to atelecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.

The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.

A contact centre can be defined as a coordinated system of people, processes, technologies and strategies that provides access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organisation. Contact centres, along with call centres and communication centres all fall under a larger umbrella labelled as the contact centre management industry. This is becoming a rapidly growing recruitment sector in itself, as the capabilities of contact centres expand and thus require ever more complex systems and highly skilled operational and management staff.

The majority of large companies use contact centres as a means of managing their customer interaction. These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centres).

HISTORY:

The earliest call centres were created during the 1960s, and were known as “Private Automated Business Exchanges” (PABX). The earliest example of a call centre was in the UK is at the Birmingham Press and Mail. They had a GEC PABX 4 ACD, installed in 1965.

The coining of the term “call centre” is more recent, with the first published use of the term in 1983.

Like many revolutionary technologies, the call centre has a creation myth.  This states that call centres as we know them today originate from the Automatic Call Distributor developed in 1973 by US firm Rockwell (the Rockwell Galaxy) to allow Continental Airlines to run a telephone booking system.

As it turns out, this was all good marketing baloney.  Rockwell did indeed develop their ACD in 1973 and it was installed that year.  But it certainly was not the first.

Rockwell’s claim to the first ACD installation may be inaccurate, but they were certainly amongst the first and most successful manufacturers.

The first call centres

The first ACD systems would probably have emerged in the 1950s to handle central operator enquiries at the main telephone companies.  To date we have not been to find any concrete evidence of this so far.

The earliest example of a call centre we can find in the UK is at the The Birmingham Press and Mail.   They had a GEC PABX 4 ACD, installed in 1965, as seen in the photos.  Thanks to the British Telephones website for allowing us to reproduce them.

Already the hallmarks of the call centre can be seen in the rows of agents with individual phone terminals, taking and making calls

The Ericsson PABX ET 4 was a fully automatic Strowger Telephone system with a cordless operator’s console. It superseded the PABX No. 3 and was manufactured by Ericsson Telephones of Beeston, Notts. The ACD system was an adaptation of this PABX ET 4 system.

SOURCE: WIKIPEDIA; CALLCENTERHELPER.COM