BUSINESS PROCESS OUTSOURCING AS MANAGEMENT
TOOLS IN TELECOMMUNICATION INDUSTRY
Outsourcing is a management and company’s strategy to hire another company to work for them, usually overseas. Basically companies is thinking about a win- win situation that gives very luxurious benefits to both the prime company and the outsourced company, their mutual expression of job placement has worked efficiently and the business itself takes pride as one although they are merely different. Almost always the real benefit of outsourcing is saving money by limiting overhead expenses and expanding their business outside the country. Business Process Outsourcing Companies would hire another company from other countries so that the salary and benefits of the people is lower than it takes but in the countries they have hired the salary is bigger than the standard.
Usually a US based company like IBM BPO would hire another company in the Philippines to outsource and hire people and training them about the industry and as a customer service representatives or technical staff. Since the ratio of a dollar rate of 1 dollar is equal to 40 pesos more or less (1 = 40) the company in US would enjoy a great privilege of low salary expenses while the BPO employees in the Philippines would enjoy a high salary, both countries have equally benefited. This means less is more, less in US but more in the Philippines and that’s how the telecom Business Process Outsourcing works and Management and Companies has been very happy about it.
Usually businesses in other countries would take advantage of the great English Speaking people in other countries like the Philippines, India etc. that they have recognized these people to be trained and serve other countries using their talents in communication. Basically the management of BPO’s would hire employees of different age, nationalities, not much about experience but most of all English and communication proficiency and great customer service handling has been the prime qualities that a call center agents must possess to be qualified, these means that they are equal opportunity employers as long as the applicants can meet the qualification they have set, including students may apply.
Upon asking these Call Center people in the Philippines, they would say that the job is easy although somehow annoying, that is why management have realized the importance of tough customer handling, that these agents have given the training to handle this types of customers in a likely professional manner. Definitely the stakes that they received is highly above industry plus they would enjoy additional benefits like free SPA, field trips, free meals, free medical benefits, free transportation expense and other allowances including additional bonuses for top performers.
Some would say that the time schedule they spend at night makes them fall asleep and this has been the only limiting factor that they have to watch for themselves, usually Call Center people worked at night time since their customers are from the other part of the world, this means that nighttime in the Philippines is daytime in US so Call Center Agents have to work that way and be familiar about the time constraint they are given.
Management has also realized that there are disadvantages of telecom outsourcing as well. Outsourced Companies and Call Center people are intermediary not the real representative of the legitimate company, that is why customers are not really talking on the company but another institution that has a limited knowledge about the company they represent (although highly trained). Sometimes this setup led to dissatisfaction and argument of the customers and agents knowing that they are talking to call center people. Confidentiality of the company information about customers is highly at stake for Call Center people can easily get their data. These types of problems have been seriously handled and given appropriate solutions by the management themselves by employing additional team that will handle such cases usually by the Human Resource Department and special ad hoc committee.
Call Center in the Philippines and India are some of the great telecom success to date. Business Process Outsourced companies like Teletech, Ascend Asia, Accenture, Convergys, Teleperformance and other companies takes pride of their performance as well as enjoying great benefits and perks of their employees as well as an easy job.
Globe, Smart, Sun, PLDT and other telecommunication industries has been the prime partners of this Business Process Outsourcing in this country; they are the premier telecommunication industries that paved the way to make the Call Center Industry boom in this country. The (BPAP) Business Process Association of the Philippines has largely recognized the following telecom industry about their support in BPO. They are committed to bring offshore destination from other countries around the world to explore and maintain their business in this country.
Credit:ivythesis.typepad.com
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