Category: Call Center

The Philippine Call Center Scene

The Philippine Information Technology-Business Process Outsourcing (IT-BPO) industry brings to mind a familiar picture – agents, awake at three o’clock in the morning, doing anything from checking up on a client’s hospital records, to troubleshooting their laptops. One usually imagines this as a voice service – making or receiving calls from predominantly overseas clients. The billion-dollar industry rests on the...

Customer service: The evolving art and underlying attitudes

Companies are struggling to find service success and the right balance of internet automation and skilled people who can manage complex service needs. There is an increasing demand for higher end experiences, which means the challenge grows for companies to deliver that balance of technology, trained staff and outsourcing of specialised functions. Customer care will change dramatically around two key...

Outsourcing Benefits for Healthcare Companies

Healthcare information management outsourcing is becoming a lucrative business in the Philippines. In 2015, the Information and Communications Technology Office (ICTO) of the Department of Science and Technology (DOST) lauded the BPO industry and various players engaged in healthcare information management outsourcing. A few healthcare outsourcing services that the Philippine BPO industry offers are Medical Billing, Medical Coding, Medical Claims...

Philippine call centers out to attract more foreign clients

Metro Manila (CNN Philippines) — About a hundred foreign companies are in talks with Philippine call centers as they look to outsource some of their business here. Morgan Stanley, Goldman Sachs and Mitsubishi UFG Financial Group are just among some of the financial giants eyeing local service partners, Benedict Hernandez, Contact Center Association of the Philippines (CCAP) president, said in...

Rural Philippine Call Center Shows Promise of New Business Model

TANJAY, NEGROS, the Philippines—Little stirs except the occasional stray dog after midnight in Tanjay, a sleepy town on the central Philippine island of Negros. But one place is bustling. Through the night, in a converted schoolhouse, dozens of agents handle queries from American clients in a unique experiment—the Philippines’s first rural call center. The center’s youthful team has grown to...