Why HR remains the Key to BPO success

According to Maulik Parekh, vice president and general manager of call center firm TeleTech, much more than having the latest technological advancements is the importance of Human Resource in this business. He quoted that ‘human resource will always be the foundation of operational excellence, particularlyin the global BPO industry’.

He also said that companies ought to invest equally in developing the latest equipments & software, as well as giving importance in programs that will boosts the morale of employees.

BayanTEL Ventures into Call Center Industry

Finally, something that will help budding call centers.

With the growing number of call centers in our country, no wonder that the average incubation period for a new call center is six months. In response to this issue is Bayan Telecommunication’s first venture into the world of BPO.

Want to work in a call center?

If you’re interested in working in a call center, please leave a comment andI’ll refer you to our HR at Sykes Asia, Inc.

I can’t assure you that you’ll automatically get the job since you’ll still need to pass the interviews and tests prior the job offer. But don’t you think it’s better to try and fail, than not trying at all, right?

Lingo*

ACD
Automatic Call Distribution. Automatically routes calls to the appropriate call center reps by matching customer phone numbers with a database. You specify which agents should take certain calls based on the customer’s products, geography, or any other parameter.

AHT
Average handle time. The mean time customer service call center reps spend with clients on the phone plus the amount of work they spend on the account after the call.

In or Out?

Most call centers’ services are classified into two categories, namely the inbound support, which local call centers cater to most – and the outbound service, which is increasing rapidly as well.

Call Center, a Definition

According to the Wikipedia, a call centre or call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and emails at one location is known as a contact centre.

But what exactly makes the key difference between an ordinary office and a call center?

 

One of these are the shifts, wherein most call centers don’t follow a 9 to 5 schedule, though recently some BPO offices had started introducing day shifts which (almost) feels like a day job. Some of these companies are the Citigroup Philippines and Acquire Asia.

But I think the biggest factor is that most BPO firms offer above basic salary, allowances, and incentives coupled with benefits that makes the industry one of the sought after job provider in countries worldwide.

Why the BPO industry?

I had always been on the lookout for useful sites to help me when I was looking for a job in the Business Process Outsourcing industry, something that can make the picture a bit clearer. So far, I haven’t seen one that was able to help me fully understand the concept of a BPO. So I guess that now, being in the industry, I have some sort of responsibility (eherm) to enlighten my fellow jobseekers’ path.