Blog

  • The Story Of The Irate Customer And The Customer Service Associate

    By: Art Williamns
    Posted on: April 9, 2013

    “If you build a great experience, customers tell each other about that. Word of mouth is very powerful” –Jeff Bezos, Founder and CEO of Amazon.com, Inc   Where it involves customers, the term satisfaction has always been involved. To anyone w...

     

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  • The Philippines’ Unique Call Center Culture

    By: Art Williamns
    Posted on: June 17, 2012

    If you ever find yourself out at 3 A.M. in the morning in Manila, then you’re bound to get a sample of the Philippines’ call center culture. The Philippines is known to be a hub of technologically savvy call center agents. These bright, young, competi...

     

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  • Philippines on the Fast Track as World BPO Powerhouse

    By: Art Williamns
    Posted on: April 17, 2012

    There’s no doubt about it. The Philippines has emerged as the world's BPO powerhouse. The Philippine government’s target to double the country’s overall outsourcing revenues to $18 billion by 2015 may even prove to be too conservative. For 2011, ind...

     

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  • Philippine BPO Industry Boom

    By: Art Williamns
    Posted on: March 15, 2012

    All the cards are on the table and indications are clear that the Philippines has stepped on the gas and is well on its way of perhaps surpassing its BPO target revenue of $12 billion in 2011. Based on recent industry figures, the country generated $9 bil...

     

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  • The Philippines – Moving Up the Value Chain?

    By: Art Williamns
    Posted on: February 8, 2012

    Over the years, Philippine-based BPOs have indeed effectively parlayed their strengths in attracting offshore service buyers. Among these strong selling points are the excellent English-speaking skills of Filipino BPO workforce, high literacy, and their f...

     

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  • “Captives” Bring Growth Impetus to Philippine Offshore Services

    By: Art Williamns
    Posted on: January 6, 2012

    Captives have indeed contributed immensely to the development of the Philippine IT-BPO industry over the years by their sheer number and tenure alone. There are eighty companies operating ninety-seven captive units in the Philippines, employing an estima...

     

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