Davao, described as the “next wave” BPO city of Philippines by the Business Processing Association of the Philippines or (BPA/P) on last April, 15, is currently striving hard to focus more on its communication and information sector.
At present, the IT and communication sector of Davao continues to concentrate more on building up a sustainable talent pool, enhancing business environment and improving the infrastructure. All these and more are to ensure reduced cost, carry forward business activities and to sustain an edge as the most choice-able destination for the business process outsourcing firms.
In words of Lizabel G. Holganza, the President of Information and Communication Technology Association, the steps initiated stand crucial in carrying forward the city to the very next level. Ms. Holganza also added that the business process outsourcing industry of the country will provide support beyond serving the basic call center services. These include some higher-value tasks like that software development, basic transcription and animation.
Andre Joseph T. Fournier, the industry consultant of Davao City Chamber of Commerce and Industry says that the Davao City is currently hiring a large number of the local applicants. This is to meet the human resource needs in the first place. However, the current situation is somewhat different from that of earlier years. In those years, most applicants from the nearby areas were found seeking employment opportunities in nearby cities like Metro Cebu and Metro Manila.
The new generation students, who are tech savvy by nature, find more interest in browsing the pages of the internet rather than that of any book. Online tutoring is another aspect of the BPO industry and it employs trained personnel for such purposes.This has encouraged the rapid growth of online tutorial services, which will soon become a trend for the students. This has made education a fun-filled activity for students and they enjoy it thoroughly. Use of high-end devices like whiteboards and digital pens has made communication very easy between students and their online tutors despite the great geographical distances between them. Technological advancements have rendered the online learning process more instant and convenient as well. Online tutoring is another aspect of the BPO industry and it employs trained personnel for such purposes.
The call center agents offer tutorial services to the students on a variety of topics and subjects; which is quite more than the number of subjects taught by personal tutors. The BPO services not only teach the students but also enable them to analyze their academic performances. The call center agencies provide the students with homework assignments on their websites for the students to work them out. The BPO companies act as a perfect tutorial by providing the students with all that they need in getting academically enriched. Be it entrance tests, homework, assignments, course materials or examinations, they have everything in store for you. Online tutorials are a cost effective means for the students to get perfectly educated. Besides, the entire attention of the tutor remains focused on the student which is not possible in a classroom of forty. The students need not follow any strict schedule or travel to the tutorial, which in a way saves their time and energy.
Businesses in the developed countries such as, United Kingdom, Scandinavia and Netherlands are opting for the call center services on a large scale. They are outsourcing their business operations to the BPO companies of the third world countries, especially India. These countries are aware of the quality of service that they are about to get from the call centre industry of the developing nations. Even the European countries are not far behind the American nations in terms of business process outsourcing. The trend of outsourcing in Europe can be traced back to the year 2005, when they felt the need of outsourcing for the first time.
Outsourcing is getting popular in the European countries like France, Germany and Spain. The tough competition between the business organizations in the European and American nations has resulted in rapid growth of outsourcing in the European nations. More and more BPO firms are employing people who can speak Greek, Russian, Italian, Spanish or any other European language for serving the clients and customers from these countries. Most BPO companies in India are facing demands for German speakers from their present customer contacts. The huge population that the developing nations possess belongs to diverse cultures and thus, they are able to speak different languages. For example, a greater section of the people in Goa can speak Portuguese which acts as a resource for the Indian BPO industry. People from different states of the country can speak in different languages, which is an added advantage for acquiring outsourcers from other foreign countries like Europe.
No business can perform well without proper customer service, after all the customers are very essential for increasing the sales leads of your service or product. With the changing times, technology has become advanced to quite an extent and is being adopted by every field of work, so is the business process outsourcing industry. The call center agencies have come up with web-based customer support services which bear a certain technical outlook for attracting the customers. These services are provided by the BPO firms maintaining the technical edge that is just perfect for drawing traffic. Database management is one such effective customer support service and needs to be performed in an intricate manner.
Call Center database management is executed through a number of operations which are- database collection, developing the mailing list, extraction of data from the web, checking and cleansing of data. The call center agents gather necessary information from either the websites or their clients’ recorded database so as to make them acquire customers. The information is then put in to computer applications like MS-Access or MS-Excel database, or into any personalized application. Data entry services are also carried out at the BPO firms by applying remote desktop feature. The agents collect data through several means like paper or internet based research or telephone research.
Compilation of mailing lists helps in marketing your business in an efficient way. The BPO companies provide you with a very safe and secure service for your business since they reserve your mailing list as per the standards of international security system.
