The BPO Life

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What is BPO?

September 13, 2023

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Call Center Terminology

September 13, 2023

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What is BPO and it's impact in the Philippines? A Business Process Outsourcing (BPO) is an organisation who is responsible for performing a process or part of a process of another business organisation. Outsourcing is done to save on costs and gain productivity, so the company can focus on their core activities This industry is worth $23 billion and employing 1.15 million people in the Philippines, and is considered an important industry in the country. This is just a proof that this industry will stay and will keep going strong. BPO Options There are two types of BPO onshore and offshore. BPO that is contracted outside a company's own country is referred as offshore outsourcing. The BPO that is contracted with the company's own county is sometimes called onshore outsourcing. Services and roles often offered in the BPO There are two major roles in the BPO industry. The back office support and front office which is often referred to as Call/Contact Center

Call Center Terminology

What are the common Call Center Terminology? Here are some of the call center terminology that you will often hear from call center agents in the Philippines. Agent - Referring to the customer service representative Agent Status - This refers to the particular work status of an agent (i.e. busy/on call, wrap, idle, available, unavailable, etc.) EOP (English Only Policy) - You are expected to adhere to this rule while inside the floor. Floor - Refers to the whole area where agents take in calls. CSR or Customer Service Representative - His main tasks is to provide great customer service towards of the customer's issue. TSR or Technical Service Representative - His main tasks is to resolve customer's technical related issue. SBS (side-by-side) monitoring - Is the term used when someone wants to listen to you, and observe what you are doing while on a call. Inbound Call - The type of call which the customer initiates on his end. This is the typical call center

BPO in the Philippines

How's the BPO Industry in the Philippines? Growth of BPO industry BPO companies are sprouting here and there, and has become a booming and stable industry in the Philippines. The BPO industry growth is unbelievable in the past few years. In fact, according to statistics, BPO companies are expected to have a total revenue of $25 Billion making it one of the stable industry in our country. A lot of companies are outsourcing call center overseas and Philippines is one of their top choices. Why? Because high percentage of Filipinos can understand and speak English. 75% of our countrymen can understand English, and around 46% can speak and understand English. Thanks to our curriculum Why choose to work in a BPO? Higher pay check (Kaching! Kaching!) - Call center agent salary in the Philippines is no joke as it ranges from PHP 15,000 - PHP 30,000 or maybe higher. Don't have a college degree? No problem! - Most BPO companies now are accepting high school gr

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