Transcosmos Now in Ortigas

Transcosmos Incorporated, the largest Business Process Outsourcing company in Japan with roughly 15,000 employees globally and with Headquarters in Tokyo, Japan has recently established Transcosmos Asia Philippines Inc. located in the heart of Ortigas Business District, as its latest overseas base in the Philippines and started its operations in September 2014. Popularly known for providing excellent BPO services, Transcosmos Asia Philippines also provides development and operation services for smartphone websites and applications for the Philippine market. In addition, other related to the said business such as contact center services with English as its primary language are likewise offered for the global market.

Transcosmos Philippines is a subsidiary which is committed to develop highly engaging games and applications for mobile,tablet and the web.

Distinguished guests Senator Paolo Benigno "Bam" Aquino IV and Director General Lilia B. De Lima were also there which challenged the company of hitting the target number of jobs that Transcosmos wishes to fulfill next year.

The Transcosmos Philippines' inaugural opening also featured the Kagami Biraki/Japanese Sake Ceremony. A 300-year-old traditional ceremony which means "opening of a mirror, a beginning." The fourth Tokugawa Shogun was the first one to hold the said ceremony 300 years ago. It had been said that before going to the war, he gathered his daimyo in his castle to break open the sake cask. The battle was successful, so from then on a new traditional ceremony was born.

With the establishment of Transcosmos to the Philippines, global bases deployed by Transcosmos will extend to 70 locations, and its presence in the ASEAN region will move into its fourth country following Thailand, Indonesia and Vietnam. Transcosmos Philippines is targeting ¥2billion by year 2018.

Transcosmos Philippines is located at 32nd Flr. One Corporate Center, Julia Vargas Avenue cor. Meralco Exchange, Ortigas, Pasig City

For more information, visit them on Facebook https://facebook.com/transcosmos.ph 

Philippines’ first BPO Choice Awards celebrating the voice of the BPO Industry.

The Core Productions, Inc.,represented by its Busines Development Director, Juan Paulo Galinato, together with ePM, a full service training and professional certification company with headquarters in Singapore and Malaysia, represented by its Managing Director and Founder, Mr. Allan Puyan, presented the first industry and awards night that revels the voice of the IT-BPO industry at the International Centre InformationTechnology (ICITE) Auditorium.The BPO Choice Awards 2014 is the first awards night where IT and BPO professionals can nominate and vote for their peers, managers, companies, and celebrities in different award categories through the online voting platform, BPOChoice.com. The core mission of this awards event is to celebrate and promote the workersand organizations in the industry who are responsible for the significant economic contribution to the country.

The BPO Industry is a huge economic driver that has completely changed the business landscape of the Philippines. The continuous increase in the size of the industry, with a targeted 1.3 Million filipinos employed by 2016, the industry has paved the way for the establishment of Small and Medium sized enterprises, development of more real estate projects, and demand for retail products and services. In addition, the IT-BPO industry have provided jobs to over 900,000 Filipinos currently handling a multitude of processes outsourced from around the world. Through The BPO Choice Awards 2014, this growing market will be properly represented and will help

The campaign is supported by its esteemed Media Partners such as Teledevelopment, BPO Career Hub, 97.9 Natural FM, 105.1 Crossover FM, BusinessWorld, BusinessMirror, JobsDB.com, PinoyExchange.com, “We’re very happy to finally introduce The BPO Choice Awards 2014 to the public. It’s the perfect time to create a campaign for an industry that is often misunderstood and misrepresented but has done so much for the economy of our country,” says The Core Production, Inc’s Business Development Director, Juan Paulo Galinato,  “I encourage everyone in the BPO industry to support this advocacy. This platform is made and designed for you.” BPOChoice.com is the web voting platform where participants can register for free and gain access to the nomination and voting features. Voters may nominate and vote from the following categories:

BPO Company Of The Year BPO Choice For Movie Of The Year
BPO CEO Of The Year BPO Choice For Actor Of The Year
BPO Manager Of The Year BPO Choice For Actress Of The Year
BPO Employee Of The Year BPO Choice For Song Of The Year
BPO Choice For Group Artist Of The Year
TELEVISION BPO Choice For Female Artist Of The Year
BPO Choice For TV Network Of The Year BPO Choice For Male Artist Of The Year
BPO Choice For Female Celebrity Of The Year BPO Choice For Sports Team Of The Year
BPO Choice For Athlete Of The Year

Winners will be announced during the ceremony to be held at the Newport Theater in Resorts World Manila on December 13, 2014 with telecast at ABS-CBN News Channel on December 20 and 21, 2014.

7 Habits of Highly Effective Call Center People

The call center industry is largely a tough place to survive in. Most find it hard to adjust with schedules, regulations and general demands of working in an organization where efficiency is vital and team work is essential to reach target goals.

In one interview I attended a few years ago, I was struck by a statement by the interviewing director which really summed up what a call center is. He said the industry is simply a "business of effective communications". It really made sense. We are in the business of talking, encouragement and team work. These are the 3 factors where my 7 Habits of Highly Effective Call Center People revolve around.

These 7 points I'm about to deliver below are not only applicable to a certain group of individuals within a call center organization but it encompasses everyone in order to be a cohesive unit that delivers results.

I. Comes to work everyday - As simple as it is, it is also the hardest thing to adhere to. Working in a call center, all people experience some form of stress and in varying degrees. It may sound funny to some people, but adhering to schedules yields a lot more positives than some people realize. Coming to work and being there for your co-workers and managers lightens the load of everybody concerned. It also gives everybody a chance to interact with one another, help and motivate each other. In the long run, this habit can boost camaraderie and teamwork while realizing that anybody can count on everybody to be there for support.

II. Enhances morale - Working as a team in a call center setting is like attending a support group. Ideally, Managers help everybody down to the agents, supervisors help managers and agents in one way or another, agents help managers, supervisors and each other in a complete circle where accessibility should be a direct line. Simple realization of this ideal situation should already be a morale-boost by itself. Actively enhancing confidence is an attribute not inherent to everybody. They say leadership by example is the way so this means in order to foster a supportive environment, leaders must show the way. Care for your employees translates to better service for your customers in return.

III. Resolves issues completely - Handling a leadership role in a call center setting occasionally involves pacifying noise. Noise is any internal or external factor that acts as a disruptive element affecting agent-customer interactions. As important as you regard each and every customer interaction to be concluded in a satisfactory manner, leaders also need to make sure they eliminate noise or at least keep it to a minimum level as much as possible while committing to resolve any pending issues in a timely manner. Satisfied employees translate to satisfied customers. It’s as simple as that.

IV. Always updated - The call center operations floor is an environment of ceaseless change. Most changes in policy and procedures come from the leaders and cascade to rank and file. Ensuring each and every soul is on the same page and checked for understanding eliminates the possibility of confusion that can possibly escalate to a bigger problem. To be an effective person on the ops floor means each and everybody will have to play an active role in making sure everyone is kept abreast with changes.

V. Sets goals and aspires - a major responsibility of a call center leader is to guide employees towards a clear and defined path towards a more meaningful and personally fulfilling endeavor. People that manage people need to aspire for a better future for their team members. In the same light, employees also set goals for themselves and aspire to be better in their chosen careers. Constant coaching, well-documented progress reports and personal awareness helps ensure everybody is in the right direction. Being aware that you have a goal and somebody is helping you reach it is one way to get the best obtainable performance from everybody.

VI. Participates, Cooperates and Suggests - all three are bunched in one concept because they fall under one key factor which is effective communications. Suggestions, participation and cooperation to resolve an issue are 3 things that are not only seen within team interactions but should also be seen within an agent-customer interaction. Encouraging creativity to solve problems within a working environment also fosters your front liners to be resourceful in their approach to solve customer issues. Many companies have gained more customers and retain existing ones because people who solve their customers' concerns have been innovative in their approach.

VII. Recognizes - getting recognition should always be part of any working environment. Sadly, this is not the reality we see in every office. You may find a group of people feeling left out and unappreciated. Though most would agree that credit should always be directed where it is due, failing to at least acknowledge a few, no matter how small their contribution is, breeds an attitude of indifference towards your goals and worse to customers. People are motivated in different ways. However, failing to recognize contributions can unravel a team working towards a goal. Small and/or occasional pats on the back wouldn't hurt. Celebrating small successes is a call center best practice that plays a major role in getting the best performance from everybody.

You may have noticed that the points I mentioned above all seem like they have one thing in common. In fact, you are correct. They all seem to have one common thing or share a common goal. This is precisely an analogy I want to include in this article. Like these 7 habits of highly effective call center people, everyone within a call center organization shares a common goal, should have the same things in mind and improves each other for better understanding. In a call center office, people interact with customers only as good as they interact with each other.

TeleTech Bloggers Networking Event

Last May 31, TeleTech invited bloggers to get a glimpse of TeleTech's working environment that brings people closer to home, new relationships and self development. We were able to know the company even better and was given some incite of what's coming up in the future.

For 30 years, Teletech and its subsidiaries have helped the world's most successful companies design, build, implement and manage superior customer experiences across the customer life cycle in order to drive shareholder value. As the go-to partner for the Global 1000, the Teletech group of companies delivers technology-based solutions that maximize revenue, transform customer experiences and optimize businesses processes. Event also gave us a brief history of Teletech Philippines and gave us the timeline below:

2001 - Teletech begins Operations in the Philippines at the Fort in Taguig City
2004 - Teletech's second services delivery center opens in Pasay City
2005 - Novaliches service delivery center opens as Teletech's third facility
2006 - Teletech opens Cainta, Lipa, Bacolod, Dumaguete and Cebu-Mandaue service delivery centers
2007 - Teletech's Bacoor & Iloilo service delivery centers open
2008 - Teletech's Pampanga & Sta. Rosa service delivery centers open
2009 - Teletech's Makati-Eco Plaza service delivery centers open
2010 - Teletech's Career Hub opens in Makati - Ayala
2011 - Teletech opens Training Center and second Career Hub in EDSA, Mandaluyong City
2012 - The Teletech Global Network Operations Center opens in Pioneer
2013 - Teletech opens its Cebu-IT Park, Lahug service delivery center

-Teletech has 15 sites across the Philippines. You can choose which site is nearest you so you can spend more time on personal activities like doing sports, hobbies, and spending time with friends and family
-Working closer to home can create a better work-life balance for employees who are trying to manage their professional and personal lives. Many jobs require that employees work at least eight hours a day not including the commute, which takes even more time out of an employee's personal life
-Working close to home can save you time that would otherwise be spent traveling to and from work

Stellar opens new facility

Mr. Edmund Macaso, CEO of Stellar Philippines, Inc

Stellar Philippines, one of the country’s fastest-rising and progressive business process outsourcing (BPO) companies, opened its newest facility located in Quezon City.

The formal opening of the new Stellar Philippines facility at the 24^th Floor, MDC 100 Building, E. Rodriguez Jr. Avenue, Bagumbayan, Libis, Quezon City, one of the newest and most modern buildings in the area, is part of the company’s commitment to expand further its presence in the country and also serves as a strong testament to its successful operations for the past several years.

“Being in a new location has its challenges but we are confident that with Stellar’s management and operational philosophy, we can overcome these challenges and will help us push forward to more fruitful years for the company,” declares Mr. Edmundo Macaso, Chief Executive Officer of Stellar Philippines during the opening.

The decision to open its newest facility in one of the country’s most strategic BPO sites, the Eastwood City CyberPark, was very significant, Mr. Macaso said, since the location boasts of state-of-the-art power and telecommunications facilities, the two most important factors BPO locators look for to ensure seamless operations.

“Our former location in Cubao served us well in terms of awareness among those looking for a career in the BPO industry. Now, with this new location, we are convinced that we would be able to attract even more quality talents who are willing to be part of this burgeoning industry,” adds Mr. Macaso.

Aside from power and telecommunications, the new facility in Libis is also at the center of an area that provides all amenities and necessities of life like food, recreation, nature, fitness, entertainment, and other exciting features to provide the facility an even more conducive work environment.

In the Philippines, Stellar employs more than close to 2,000 agents in its  two facilities. For next year, Mr. Macaso said they plan to hire an additional  1,000 agents as part of its expansion.

“We value our people’s work that is why we made sure that with this new facility, the quality of work by our agents, their level of expertise and of course, the overall work culture of fun and excitement, remain intact. We pride ourselves for being the global experts in customer relationship and interaction management and in delivering excellent results, and we intend to keep it that way.”

The opening of the new Stellar Philippines facility saw the company’s top executives and management personnel in full attendance, and was even made more significant with the presence of its special guest, Undersecretary Cristino Panlilio of the Department of Trade and Industry (DTI) and other government officials.

Stellar is a leading global provider of call center and BPO solutions. It operates outsourcing centers around the world manned by more than 5,000 employees that collectively manage over 300 million customer interactions and 100 million transaction processes annually.

7 Habits of Highly Effective Call Center People

The call center industry is largely a tough place to survive in. Most find it hard to adjust with schedules, regulations and general demands of working in an organization where efficiency is vital and team work is essential to reach target goals.

In one interview I attended a few years ago, I was struck by a statement by the interviewing director which really summed up what a call center is. He said the industry is simply a "business of effective communications". It really made sense. We are in the business of talking, encouragement and team work. These are the 3 factors where my 7 Habits of Highly Effective Call Center People revolve around.

These 7 points I'm about to deliver below are not only applicable to a certain group of individuals within a call center organization but it encompasses everyone in order to be a cohesive unit that delivers results.

I. Comes to work everyday - As simple as it is, it is also the hardest thing to adhere to. Working in a call center, all people experience some form of stress and in varying degrees. It may sound funny to some people, but adhering to schedules yields a lot more positives than some people realize. Coming to work and being there for your co-workers and managers lightens the load of everybody concerned. It also gives everybody a chance to interact with one another, help and motivate each other. In the long run, this habit can boost camaraderie and teamwork while realizing that anybody can count on everybody to be there for support.

II. Enhances morale - Working as a team in a call center setting is like attending a support group. Ideally, Managers help everybody down to the agents, supervisors help managers and agents in one way or another, agents help managers, supervisors and each other in a complete circle where accessibility should be a direct line. Simple realization of this ideal situation should already be a morale-boost by itself. Actively enhancing confidence is an attribute not inherent to everybody. They say leadership by example is the way so this means in order to foster a supportive environment, leaders must show the way. Care for your employees translates to better service for your customers in return.

III. Resolves issues completely - Handling a leadership role in a call center setting occasionally involves pacifying noise. Noise is any internal or external factor that acts as a disruptive element affecting agent-customer interactions. As important as you regard each and every customer interaction to be concluded in a satisfactory manner, leaders also need to make sure they eliminate noise or at least keep it to a minimum level as much as possible while committing to resolve any pending issues in a timely manner. Satisfied employees translate to satisfied customers. It’s as simple as that.

IV. Always updated - The call center operations floor is an environment of ceaseless change. Most changes in policy and procedures come from the leaders and cascade to rank and file. Ensuring each and every soul is on the same page and checked for understanding eliminates the possibility of confusion that can possibly escalate to a bigger problem. To be an effective person on the ops floor means each and everybody will have to play an active role in making sure everyone is kept abreast with changes.

V. Sets goals and aspires - a major responsibility of a call center leader is to guide employees towards a clear and defined path towards a more meaningful and personally fulfilling endeavor. People that manage people need to aspire for a better future for their team members. In the same light, employees also set goals for themselves and aspire to be better in their chosen careers. Constant coaching, well-documented progress reports and personal awareness helps ensure everybody is in the right direction. Being aware that you have a goal and somebody is helping you reach it is one way to get the best obtainable performance from everybody.

VI. Participates, Cooperates and Suggests - all three are bunched in one concept because they fall under one key factor which is effective communications. Suggestions, participation and cooperation to resolve an issue are 3 things that are not only seen within team interactions but should also be seen within an agent-customer interaction. Encouraging creativity to solve problems within a working environment also fosters your front liners to be resourceful in their approach to solve customer issues. Many companies have gained more customers and retain existing ones because people who solve their customers' concerns have been innovative in their approach.

VII. Recognizes - getting recognition should always be part of any working environment. Sadly, this is not the reality we see in every office. You may find a group of people feeling left out and unappreciated. Though most would agree that credit should always be directed where it is due, failing to at least acknowledge a few, no matter how small their contribution is, breeds an attitude of indifference towards your goals and worse to customers. People are motivated in different ways. However, failing to recognize contributions can unravel a team working towards a goal. Small and/or occasional pats on the back wouldn't hurt. Celebrating small successes is a call center best practice that plays a major role in getting the best performance from everybody.

You may have noticed that the points I mentioned above all seem like they have one thing in common. In fact, you are correct. They all seem to have one common thing or share a common goal. This is precisely an analogy I want to include in this article. Like these 7 habits of highly effective call center people, everyone within a call center organization shares a common goal, should have the same things in mind and improves each other for better understanding. In a call center office, people interact with customers only as good as they interact with each other.