Happy Holidays from Global Hotline Philippines

How Outsourcing Creates American Jobs - Capital Commerce (usnews.com)

How Outsourcing Creates American Jobs - Capital Commerce (usnews.com)

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Lack of mid-level managers hounds Philippine BPO industry - Business World - GMANews.TV - Official Website of GMA News and Public Affairs - Latest Ph

The Commission on Information and Communications Technology (CICT) expects the local business process outsourcing (BPO) industry to remain strong through 2010, but remains concerned over the lack of skilled workers needed to sustain growth.

"The better-than-expected growth of the economy in the second quarter is a boost to the BPO industry. Together with BPAP (Business Processing Association of the Philippines), our outlook for this year would be between 15 percent and 20 percent [growth]," Monchito B. Ibrahim, commissioner for cyber services, said in an interview.

Lack of mid-level managers hounds Philippine BPO industry - Business World - GMANews.TV - Official Website of GMA News and Public Affairs - Latest Philippine News

Balance in Business, Balance in Life Webinar

Intro to Brio Balance - Webinar

The class focuses on two main topics; the core beliefs of Brio expressed through 4 facts of life and the introduction to the Improvement Cycle, the foundation of all the other classes and programs developed here at Brio.

 4 Facts of life:
#1. We as human beings are amazing and have limitless potential.
#2. We are all unique.
#3. We are each responsible for creating our desired reality.
#4. Change is constant.

 

These are facts of life, they do not change with time, and they apply to all of us. The Improvement Cycle is the application of these facts in our lives and the process that we all need to apply in order to take control of our lives and create the reality that we desire. Find out more about the Improvement Cycle series of classes.

This Intro to Brio class is only $10 and for a limited time if you become a fan of Brio on Facebook we will have a nice new crisp $5 bill (ok it may not be brand spankin new but you get the idea) waiting for you after the class when you attend, Sign up below to reserve your spot at our next Intro to Brio class. The next Intro to Brio class is from 6-8pm on Saturday September 26th.

Intro to Brio class $10 Special. (This price is an introductory offer and is only good for the September Intro to Brio classes)

REGISTER HERE!

How is the Call Center Industry Doing in This Recession?

Companies are looking to contact centers to drive more business value in tough economic times. The contact center industry is entering the next stage of evolution in communicating with customers.

Demonstrating this transition is the 22% increase this year in the number of contact centers that have processes and systems in place to identify sales opportunities during an inbound call. Nearly two thirds (61%) of contact centers now have these systems in place. In addition, the number of organizations that have a strategy in place to reduce the cost of serving customers has increased 9.4% year on year to 67%.

Customer value is king

• Contact centers are gaining a better understanding of the true value of multi-channel customer service and strategies to move consumers away from using the phone as their primary method of customer service have become more selective. Consequently, overall call volumes to contact centers have risen again this year.
• As contact centers search for a balance between personal interaction and cost effectiveness only 11% are offering financial incentives to consumers to use self-service or other lower-cost customer service channels.
• Instead, more organizations are telling their customers about the benefits of using lower cost methods of communication such as the web and self-service  – doubling to 36% of contact centers doing so this year.
• Surprisingly for a recession where cost cutting is rife, one third of contact centers do not measure the cost per interaction of agent assisted calls – the most accurate means to determining the cost effectiveness of an operation.

It’s not the worst job in the world

• Despite regular news reports about high staff churn/attrition in contact centers, the Philippines has one of the lowest ‘agent attrition’ rates in the world: 18% compared to the highest rate of 45% in India and an average of 25% in the USA and Europe.