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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 c...

List of top BPO companies in the Philippines

Top BPOCompanies in the Philippines You probably might be interested in working on a BPO company as a call center agent. Looking for the right company to work for? Here are 32 of the top BPO companies in the Philippines with their official websites to know more about the company. If you are looking for job vacancy just go to the careers page, or contact page to contact their recruitment. Accenture Inc. - Click to go to website Convergys Philippines Services Corp- Click to go to website JPMorgan Chase Bank - Click to go to website 24/7 Customer Philippines Inc. - Click to go to website Teleperformance - Click to go to website TeleTech - Click here to go to website Sutherland Global Services Philippines Inc. - Click here to go to website Sitel Philippines Corp - Click here to go to website Concentrix - Click here to go to website Manulife Data Services Inc.- Click here to go to website United Health Group - Click here to go to website Reed Elsevier - Click he...

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