Archive for the ‘BPO’ Category
Despite all the political pressures in the United States for businesses not to outsource, the second largest American banking company, Wells Fargo and Co., will proceed in moving some its business support activities to the Philippines. For this, the U.S. bank has set up Wells Fargo Philippines Solutions Inc., which is following the footsetps of other banking giants such as JP Morgan Chase and Citigroup.
Wells Fargo & Company (NYSE: WFC) is an American multinational diversified financial services company with operations around the world. It is the second largest bank in the United States in terms of deposits, home mortgage servicing, and debit cards. Wells Fargo is headquartered in San Francisco, California, but has major “hubquarters” in other cities throughout the country. In 2011, Wells Fargo had more than 9,000 retail branches and 12,231 automated teller machines in 39 states and the District of Columbia. It has over 270,000 employees and over 70 million customers.
Photo by moneyblognewz at Flickr.com
U.S. outsourcer Alorica is opening a new customer service call center in the Philippine province of Cebu.
The new center represents Alorica’s growing presence in the Philippines. Alorica already employees some 3,000 people in the Philippines and plans to significantly increase that number in the next year. “Opening a new facility, offering employment and career growth opportunities is always exciting to announce,” Alorica chairman Andy Lee said.
Alorica Incorporated is a call center company with 36 facilities worldwide. Established in 1999, the company has grown to twenty-thousand employees. Currently, the company is headquartered is in Chino, California.
Read more at Fifth Quadrant
Photo from Alorica.com
Thursday, 22 April 2010 10:00 PM Rafael Pekson II
When everyone thinks you should also join the fray of setting up a call center, you wonder if it’s the right thing to do. Though many have succeeded in building one from scratch, others have also failed nonetheless. This three-part series intends to provide you with a practical guide to set up and operate your call center in a simple yet profitable manner within the context of the Philippine business world.
Read more at Philippine Online Chronicle
The CEO and COO of KUNNECT recently visited the Philippines to launch its call center technology solutions to the Philippine BPO market. Fred Cote, co-founder and CEO, spoke at the October 12 meeting of the members of the Call Center Association of the Philippines (CCAP) in Shangri-La Hotel Makati. Mr. Cote presented KUNNECT as a viable, inexpensive call center solution for immediate operations without the need for costly and time-consuming setup, calling it the “best in its class” of a full suite of call center features and functionality. Together with Mr. Cote were Chris Persaud, COO of KUNNECT, and Raffy Pekson II, the Country Representative of KUNNECT in the Philippines.
Read more at Work and Coffee.
The Philippines has been awarded the Offshoring Destination of the Year for 2009 at the 6th Annual National Outsourcing Association Awards in the United Kingdom last October 15, 2009.
This is the second time the country has won the prestigious award since 2007. It recently bested four other countries such as Malaysia, Egypt, Russia and Sri Lanka in winning the title.
The National Outsourcing Association is the recognized body for the outsourcing industry in the United Kingdom. The association judged countries for this award on a set of criteria covering the country’s advantages, attractiveness to UK companies, its level of market penetration in the UK, and availability of outsourcing areas.
Cebu City hits the number one spot in Trendsiff.com’s Top 50 Emerging Global Outsourcing Cities. Shanghai and Beijing cities, both in China, followed Cebu City in the list. Makati City, on the other hand, makes the 8th place in the Top 8 Global Outsourcing Centers. This list includes (from the top) Bangalore, Chennai, Delhi, Hyderabad, Mumbai and Pune, all from India, and Dublin in Ireland.
There are also two Philippine cities that is part of the 2008 Top 50 newly-emerging outsourcing hotspots, namely, Quezon City (21st) and Mandaluyong City (45th).
The studies’ overall ranking are based on the following location assessment categories: scale and quality of workforce, cost, business catalyst, risk profile, infrastructure availability, and quality of life. Also, the “choice city” has now given way to “choice of country.”
The lists are according to a study by CyberMedia’s Global Services and investment advisory firm Tholons.
A two-day BPO event will be held in the Philippines on October 7-8, 2009 at the Peninsula Manila Hotel. Frost & Sullivan’s “Customer Contact Philippines 2009” aims to bring together Senior Executives from around the region to discuss strategic, tactical and implementation issues facing the Contact Center Industry today.
The summit will feature two speakers from the often-quoted Contact Center Innovator, Kevin Panozza and Industry Leader, Jonathan De Luzuriaga. It will also have four specialist tracks on People (Staff), Customer, Business Strategy and Technology/Process, plus industry case studies from leading Organizations in Asia Pacific. An “Ask the Experts” Panel Discussions will also be conducted where Functional Experts & Delegates can engage in various discussions on topical customer contact issues. Lastly, there will also be a “Speed Networking Wheel” where delegates can meet & engage in short but valuable one-to-one meetings with key industry players based on a rotating table format.
Some discussion topics include:
- Transforming Customer Experience
- The Next Generation Virtual Contact Centers – Break the boundaries by integrating communications into Business Processes
- Best Practices in creating additional values in your Customer Base
- Destination of Choice: The Selection Process for the IT/BPO Industry
- Staffing, Training & Supervising Remote Agents
- Structuring & Organizing the Contact Center for greater Competitiveness
- Maintaining Control in a Virtual Contact Center
- Building a customer-focused Organizational Culture
- Strategic Contact Center Outsourcing & Partnerships
- Leveraging on the Voice of the Customer
- Attracting, retaining & engaging Generation Y (Gen Y) Staff in the Customer Contact Profession
- Extending the Contact Center into the Enterprise.