Is the Philippines really hot with Call Centers?

enlighten yourselves on the subject and read The World Is Flat by Thomas Friedman…

in his book, he explains how outsourcing has benefited both the US and India. An average call center agent in the States would ask for $4000/mo and in India, it’s $1000/mo. if you’re michael dell, THAT’s a great deal.

if Friedman’s numbers are right (he published the book in 2005), then Pinoy call center agents are brutally shortchanged. they don’t make $1000, that’s for sure.

so i think the better question is, why are these companies headed for India, not the Philippines?

it’s unfair to blame it all on the wobbly political situation, which has become commonplace. if you ask me, it’s how you establish the business here…it takes a lot of time and these entrepreneurs can’t waste time. i mean whoever had to go to the government offices here to secure permits can relate.

and i agree, india’s english sucks! but they have the connections, because in the field of information tech, they are way above par. so if you’re the businessman shopping around for a call center base with tech facilities, you go to india because it’s a one-stop shop. here, on the other hand, we don’t have india’s schools of technology that bred the geniuses they have now.

but we can still make it in english writing, proofreading and transcribing services. in the states, they charge $2 per proofread page. that’s 100 bucks here! if you proofread a book, and that’s 200 pages on the average, you can earn as much as 10k, just by working at home. we have to get paypal though. but the point is, if we can’t call, we can take advantage of this phenomenon called outsourcing because no other Asian country can speak AND write english better than WE do.

pardon the length…i think i got carried away…

food for thought..
my brother works for a call center company in baguio city…
their call center agents receive calls from INDIAN call center agents who puts on hold a customer from say USA, telling them they will refer them to their supervisor, which is the pinoy call center agent in baGUIO… so the baguio guy talks to the american client and in the middle is the indian call center rep…

duh?

Oh yeah and let’s not forget that India is smart in expanding to other outsourced services aside from call centers. It’s sad that our expansion to other forms of services is not as fast as theirs.

I blogged about that months ago: http://www.callcenterscript.com/2005/11/riding_the_wave_1.html

I mean even last year, India has been trying to pirate our own pilots: http://jobert.blogspot.com/2005/12/is-it-illegal-to-offer-better-paying.html

Is this like the Shawarma/Zagu craze gone hi-tech all over again?

India hotter than Phillipines.
For outsourcing voice, chat, email or back-office support, visit the website of Aumenta Call Center, India.
http://www.aumenta.cc

hi! i’m presently employed in a call center and i like my job. i want to strangle some dumb americans who simply CAN’T understand simple instructions but hey! its part of the job. i am a tech support agent and i didn’t have technical background. i didn’t even know that there was a memory module inside the damn computer. the mind is not stagnant and everything can be learned. filipinos don’t have to go to technical schools to be equipped with the knowledge to assist customers. GOD designed our brains to be this complex to give us all the opportunity to learn. read, research, observe, apply.

have a nice day everyone!

PS: we can’t have the best of both worlds. but if you ask me, gaining technical knowledge is a lot easier than unlearning the mother tongue…

(to the last person who posted a reply) i would really love to give you a call but i don’t want to waste my time and money. you need to learn more about filipinos. where in the world did you hear that filipinos have chinese accent??? do you know how far china is from the philippines? or do you even know where the philippines is? i have have no qualms about indians or your capability. i was simply replying to the post of the last person about filipinos not having enough technical knowledge. there is no point in arguing who’s better at english or who’s better at the technical field. we can’t say that in general filipinos or indians suck. there are fields that we are extremely good at doing. and there are areas that need a lot of improvement. a debate that will lead no where is a debate for morons. so let’s not join the club.. :o)

Pinoy mentality and culture result in Filipinos being horribly inept at most things they do. They care little about customer satisfaction and are just as eager to pass on clients to other people and skip on their own responsibilities.

hey mr kashif, here’s a comment from one my us customers

“filipinos are easier to understand than indians”

comment i got when i was working in convergys for a Technical Account.

others even said indians can’t speak english.

another american told me that they had a running joke in the US about indians “whenever they here indians, they immediately hang up and then dial again…”

but some indians speak really good english, i must say.

—
and yeah, most filipinos are guilty of saying “come again”, we’re aware of that are we’re just laughing at it… we’ll correct it, don’t you worry.
—

by the way, we have mac tech support in the philippines too. and apple inbound/outbound sales and tech support.
—
i am not arguing with you mr. kashif, you’ve just kind of pissed me off… observe how your fellow indians speak first before you comment on us.
—
bartm****@****.***

It’s funny reading the conversations above….

Come to think of it… I am a Filipino. I believe both worlds has its downfall. I do agree that we Filipinos still has a lot to work on. Indians are great with IT. We are doing good in IT field, lets try to be better.

With regard to grammar and accent, I believe that we highly surpass the Indians on this angle.

It is a well known fact that Indians have this strong accent. I believe that Indians know the English language as well, but they find it hard to put into words what they would like to express during a conversation.

Every average Filipino child can speak, write and comprehend basic english. A well educated Filipino can speak English, write English, and comprehend to English language thern excel. I strongly believe this has been our advantage. We Filipinos are highly susceptible to change…

I have worked in a call center/ contact center/ outsourcing company….no matter how you say it….it is a place where you can hear words such as phone, pc, vector launch, headset, amplifier, leads….
a place where everyone speaks using different languages… convincing the person on the other line…attending to the other persons needs….

It takes great intelligence and skills to adpt to change…to speak while thinking of what is to follow to the flow of the conversation…
to speak and think simultaneously…

It is a difficult job that both worlds have here…I commend everyone for holding on to our job!

I am a Filipino and I’d like to share with you a common comment I have been receiving from most of our American customers…

“I’m glad at last I’m speaking with a local…. I know it when I am speaking with an Indian”.

My heart leaps whenever I hear those words….imagine how can they tell when one is an Indian?? (while they have regarded me…as a LOCAL!)

Dig that! Ü

Peace one and all!!!

Changes to dial up and prepaid helpdesks in NZ
10 August 2006

Telecom has carried out a review of its internet dial-up and mobile prepaid helpdesk operations and will be introducing changes to these operations later this month.

Telecom will begin to transfer some inbound calls to its dial up and mobile prepaid helpdesk call centre services to TeleTech and SITEL’s international operations in Manila. Dial-up calls will begin to be migrated in late August while prepaid calls will be migrated later in the year.

The calls being transferred are calls currently outsourced to the two international suppliers and are handled by Teletech and SITEL employees in Auckland and Palmerston North.

This announcement does not impact Telecom employees, and we have no plans to move any other call centre operations or services overseas at this time.

There will be no loss of jobs to Teletech and SITEL call centre staff in New Zealand. All TeleTech staff will receive additional training to allow them to assist Telecom with the growing number of calls to the Broadband technical helpdesk. SITEL staff will be offered the chance to move to other areas such as 018 Directory Assistance.

The changes for these services will meet the need for a growth in call centre operations in New Zealand, particularly at the broadband helpdesk, and will provide some cost savings.

The new helpdesk centres will retain our existing high standards of service.

We have already been trialling sending some inbound dial up calls to Teletech’s helpdesk operation in Manila over the past few months. The results have been very positive, showing consistently high levels of customer satisfaction and operational performance.

To Mr. Kashif!

Please apply deodorant 10x everday and brush your teeth 10x. You may also gargle 15 to 10x, before you speak to us. The reason why filipinos lose their accent while speaking to your is because of your stranged smell!!!!!

Indian call centers are preffered by most European companies and Philippine call centers by most American companies.

Being neither Indian or Filipino. I find the Filipino accent siginificantly clearer and easier to understand than the Indian accent.

The Philippines will never surpass the number of seats that India can offer simply because the population of India is much larger than that of the Philippines. This population advantage that India has is countered by the higher quality customer service that the Philippines offers.

Unlike India, most call/contact centers in the Philippines are physically managed by Americans therefore western level customer service is strictly enforced and maintained.

In short, India can give almost unlimited seats but the Philippines dishes out beter quality. Therefore, companies that are more selective in terms of quality and service go to the Philippines while those that are after the numbers go to India.

Are we arguing for a cause, am an Indian and working in Manila. I see lot more positives in Manila than in India, not to undermine indian talent but….my experience is nobody is second to none. India shines in IT and Phil is great in quality. Though I have handled clients from Manila and Bangalore. US clients are more comfortable with Phillipines and UK is is fine with Indian centers… the primary reason being UK taught english to Indians and Phil had US base and still american(only south asian country having a left hand drive like in the US) the training and understanding the outsourcing world is more practical in Manila than in India, can anybody compare attrition in India and phillipines and no. of clients pulling out of each centers due to intergrity issues… I have seen few in Manila than in India. Why should channel 4 conduct a sting operations on indian call center and not in Philippines… that too for UK broadcasting… do we have answers. Lets learn from each other and find synergy, both the countries earn lots n lots of forex and this one keeps the economy growing. I have seen people from manila working in India and myself working in Manila. Lets be proud that we are the two countries very dominant in outsourcing and lets use the expertise in both countries to ensure we become a bigger and better economies.

The growth of call centers continue to be rapid, up from 72 registered in late 2003 when the Asian Call Center Review reported the Philippines as the first rank in the offshore call center industry for the Asian region, surpassing India at the second spot. From being an almost unexplored BPO territory in 2000, the call center industry has grown leaps and bounds. The Philippines Board of Investments (BOI) estimates growth rate of this industry since 2001 to 100 percent annually with less than 1000 seats in 2000 to more than 69,000 at the end of 2004.

In 2004, the Philippines already captured 20 percent of the total world market share in contact center services. The Philippine government estimates the Philippines could capture 50 percent of the total world English-speaking market in 2008. This industry, aside from contributing 12 percent in to the Philippines gross national product, is also the fastest growing provider for Filipino college graduates. The Information and Communications Technology division of the BOI reported that the call center industry experienced a growth rate of 70 percent in 2005 making it the most dynamic of all sectors in the Philippine information technology industry. It has been estimated that as many as 130,000 could be working in all call centers in the Philippines by February 2006. Accoding to industry forecasts, more than a million Filipinos would be employed in the call center industry, with more than US$12 billion in revenues in the year 2010.

Hi,
Um…as far as technical assistance is concerned, Indya can be better. The Filipinos are immature and are unsure of themselves. One thing with Indians is that they have an attitude and cannot tolerate an irritating customer. They don’t retain their politeness with an angry customer. But that attitude is not there when it comes to Phillipines.

why?

Last week, reports came out that Apple will be opening up a tech support facility in Bangalore, India with an initial manpower of 1,500 and to double by the end of the year. Why DIDN’T Apple WENT (???) to the Philippines, I can only speculate.

THAT IS WHY!!!

filipinos is the only people in the world can adopt different languages… how about India? hmmm….

hmn, i think for tech support they prefer India because Indians are more technically trained than Filipinos. Just same as with our business here in Dubai, our company’s main business is Web Design and development. Our CEO prefers Indians when its for codings but design wise he prefers Filipinos. As Filipinos are very much updated when it comes to style but coding wise we’re poor.

Here in Dubai, i had this bad customer service experience from a Courier company. I was talking to Indians and they dont even know what customer service is, they do not know proper transfer and proper holding. They dont know how to empathize and sympathize. They will just transfer you without even informing you where the hell they will transfer you. They love to but-in. Geez, Indians are the most horrible and frustrating Customer service rep that i ever talked to. But according to my Boss most company here in Dubai (managed and owned by Local Arabs, British, Americans, and Australians…)they prefer to hire Filipinos…next are Indians…

I was a Customer Service Rep for 3 years (McAfee and IBM) and I can say very few Filipinos are working as tech reps. I can say Indians… they are techy.. yes… but they dont have an attitude of a good representative. So I think better if there will be also schools in our country who will offer short courses for PC or laptop troubleshootin and other techy stuff so we can be better that Techy Indians.

Same here..Makes me feel sick! Is this the best thing our government can do to promote IT here in our country? To open more call centers? Geee!!! They shouldn’t even be in the category of Information Technology.

sinu pong nakaka alam ng call center ng AIMS INC. gusto ko pong mag background check, baka niloloko lang kame email nyo po me hardi****@****.***

apple has a technical support center here in manila..in shaw blvd to be exact..ive worked there..but i just recently resigned last week due to management issues..

Just want to know why Philippine nationalas hate Indians. We havae our good and bads.. I see lot of philippines speaking good english and lot don’t know even how to speak eng. Same with Indians too. Let us think about how to make better quality of life and imporve our standard of living. In some area Indians are smart and in few areas Phil are smart. However all the Indians are not so smart and same with all the philippinos too. I see lot of philippines they think that they are better than Indians in qulaity or whatever.. They think Indians don’t know how to deal their customers, they don’t know english. If the Indians doesn’t know how to deal customers how can they run first and second world Biggest steel indusries… the back bone for all Industry. How can they become the CEO of PEPSI, City Bank, Vodafone. I don’t know that much about Philippine. but I am sure there are smart Philippinoes same with these people too. Still you have questions? please read the Editorials of Manila Times dated 6 Oct, 2007. We need coperation, love, sharing of culture… We have no reason to live like enemies, we don’t have any issues other than just these hypthicated false sense of feeling. Let us learn and live together…

This blog looks like an anti Indian blog….
Most of them under the assumption that Idian doesn’t do how to conduct business, how to care customers, don’t know how to speak english. and my Phil friends under the impression that India is in stone age… India got lot of dis advantages and ofcourse ADVANTAGES too. After 60 yrs of Indipendence with billions of poeple, where we at after sixty yrs of Indipendence and where were the so called developed countries after 60 yrs. The only country in Asia where democracy still maitained without overthrowing the democractic Gvt. Indians can be really Proud of that… How many Philippines companies providing jobs to Indians and how many Indian companies providing jobs to Philippine nationalities. You all believe in India thy dont have enough educated People there. Go to middle east you see thousands of Phil nationalities (smart and friendly) working in Indian companies.
About outsourcing… India demonstrated the world there is feasibility for outsourcing and it can be done successsfully and save money . And regarding smartness… in what field you are really smarter than Indians? Pharmacology? space technology? Nono science? rocket science? Intelligence system and net work? IT? business? Political system? or in expanding business.. They are not just in outsourcing they acquiring global companies, and they may outsource you their global job to you people in order to exploit your advantages…
And in business see a few following comanies that Ind companies recently aquired. I am not including the 35 billion Indian Company acquisition by Mittan group. and they are the first two top steel companies…

Tatal steel- Corus Group UK 12Billion UK
Hindalco- Novelis- Canada 6 Billion
Videocon- Daewoo Electronics-Korea 729 MIL
Dr. Reddys’s- Betpharm-Germany- 597MIllion
Suzlon Energy- Hansen (Belguim) 565 Million
HPCL- Kenya Petroleum Refinery- 500 Million
Ranbaxy Lab- Terpia (Romania) 324 Million
Tata Steel- Natsteel (Singapore) 293 Million
Viedocon- Thompson(France)- 290 Million
VSNL- Teleglobe (Canada) 239 Million
Bharat Forge- CDP
UCAL Fuel– Amtec
Sundarm Fastners- Cramlington
Tata- Incat, Dawaoe
Matrix- Dcpharama
Jubiliant- Targer Research
Malladi- Novus Fine Chemicals
Tata Tea- Tetly UK
Tata Tea- FMLai
Apeejay- Premier
Wipro- Nerver Wire
Mastek- Enteram
Just name a few that i knew..Recently Kig Fisher accired one of the Scotch Wisky company and they are the second largest producer of Liquor in the world…
Still you beilieve Indians don’t know how to care cutomers? how to speak English, How to conduct business. One more thing, India plan to expand their business in PHil by investing 2 Billion dollar..
My friends Indians and you can do lot of things together and lot of things to learn… Just coperate and grow together….

Indians not educated, don’t know enlgish, dont know how to care customers, not even smart and doesn’t know how to conduct business?

Silicon Valley: Indians in Santa Clara County, home of the Silicon Valley, have the highest median household income, own the most valuable homes, and are the best educated, according to a latest Census report. The report which provides a snapshot of Santa Clara County, one of the only two counties in the country, shows that Indians have median income of $116,240, which is about 44 per cent above the county’s median of about $81,000, said the San Jose Mercury News.

The report profiled the four largest immigrant communities – Indians, Mexicans, Chinese and Vietnamese. It found that although three-quarters of the Indian population was born abroad, they own the most valuable home of about median home price of $860,000, compared with the county’s price of $743,000.

More than four in five Indian adults have at least a bachelors’ degree and Indians are most likely to be white-collar professionals, with about 80 per cent engaged in management, professional and related occupations.

Kailash Joshi, a prominent Indian entrepreneur here, told the Mercury News that he believes Indians flourish in the US not just because of their commitment to education, but because their native country prepared them for America’s ethnic, linguistic and religious diversity, and its aggressive market economy.

A significant share of the valley’s Chinese population lacks an advantage its Indian counterpart enjoys – English. Almost 40 per cent of Chinese, which is twice the share of Indians, is not fluent in English. Despite that they thrive in business.

To All Indian Folks.

Guys, please understand that what you’re reading here is not really the general opinion of all Filipinos toward Indians. These not so good comments made to you by some self-glorifying Filipino folks here do not necessarily mean anything. It’s true that there are many world class Filipinos and there are brilliant Indians but most of the time these guys are really low profile and hate to join discussions like this, which seem to malign other people or race. Kudos to the government of India for producing highly educated engineers, which dominate the battlefield of the IT industry.

Mr/Ms Woteber,
I do agree with you and not referring to all the Phil nationals. I read a lot of bad comments about Indians from Phil people than any other nationals in the world. Yes we have our on goods and bads. I read your comments that India and Indians stink, cultureless.. Seems like those people are from a foriegn plannet. We do not need any of those people’s (not talking about good people in Phil)help to develop our more than 5 Trillion dollar economy with 10% growth rate (Phil GDP 449.8 Billion with 5.4% Growth rate). Those who think india and Indians stink can go away from Indian companies or stop our investment in your country. Or you can even stop the submarine high speed data network connection from Indian Company, stop bio fuel technology coperation, stop asking dairy science technology stop asking satelite data.. Still stink??????
There are people in your country and other countries to identify the potential of India’s growth and interest in investing India…
These are the few business news from today about India

Gulf realty firms to invest $50 bn in India

13 Indian firms in Asia`s fastest-growing list

Indians second biggest investors in London

Jyoti CNC acquires French company for Rs 240 crore

13 mn.sq.ft of IT space in the works..

France’s Carrefour to enter India’s retail sector

State Bank of India to set up branch in China’s Tianjin.

SAP India to increase headcount to 7,000 in next two years.

Civil aviation minister Praful Patel, has said that the government has plans to touch 100 operational airports by 2008 and was working to create at least 500 small and big airports across the country. Patel said around $150 billion was expected to be invested in the aviation sector in the next few years.

Singapore’s CapitaLand Ltd, one of Asia’s largest listed property companies, has established a US$600 Million fund that will invest in retail mall developments in India, the company said

In the lastest example of British Universities collaborating with Indian institutions, the University of Ultster and Indian Institute of Technology (IIT) Kanpur have begun working on developing intelligent robotic device to help severly disabled people becom independent.

Indian.Kerala Chief Minister laid foundation stone for $381 Million Smart City along with Fareed Abdul Rahman, executive Director. The Smart City Project is being carried in collboration between the State Government and Dubai Internet City.

India IBS Softward Services has linked a multibillion Five-year deal with Tokyo based All Nippn Airways Co Ltr (ANA) to provide an integrated supply chain Management solution for theier cargo business. ANA is Japan’s second largerst domestic and International Airline.

A Delegation from Novara, one of the most industriallly advanced cities in Itally held discussion in India for possible cooperation in IT between Novara and Technopark

French oil-major Total is exploring various marketing avenues in India including aviation, industry fuels and retail service stations segments as part of its growth strategy to enhance its presence in the country, particular in the south. Besides, it also wants to grow its LPG business by 50 per cent in another five years.

London: In a major victory for India Inc., Britain’s largest manufacturing union that represents Ford has backed a bid by India’s Tata Motors to buy out the luxury car brands Jaguar and Land Rover.joint sales of Jaguar and Land Rover would fetch Ford between $1.3 and $1.5 billion.

Saudi Arabia is India’s 13th largest market for exports and a source for 5.5 per cent of India’s total imports. This year, total bilateral trade has reached $16 billion.

NEW DELHI: India added 8.1 million wireless users in October, taking the subscriber base to over 217 million, while total telephone numbers crossed the 250 million mark two months ahead of target, the regulator said.

NEW DELHI: India has emerged as the world’s best performing stock market in the past three months, notwithstanding the five-day plunge that wiped off close to $85 billion of investors’ wealth from the bourses

BEIJING: Indian Billionaire Lakshmi Mittal-led ArcelorMittal, the world’s biggest steelmaker, has become the first foreign company to acquire controlling stake in a Chinese steel firm — China Oriental — in a deal valued at about $1.6 billion

ndia has emerged as a hub for climate change research in Asia with UK emerging as a key partner.

While the Chief Scientific Advisor to UK David King has been on a lecture tour of India exhorting scientists to move fast on climate change, the government on its part is moving

Britain’s Marks & Spencer is reportedly looking for joint venture partners in India, according to a news report, and French furniture maker Gautier and retail giant Carrefour detailed plans to set up operations on the subcontinent as well.

India’s financial capital Mumbai ranks second only to global commercial hub London in terms of office rentals, while the national capital is not far behind at eighth spot.

Automobile major Tata Motors [Get Quote] and space agency Indian Space Research Organisation are gearing up to launch the prototype of the world’s cleanest car that will run on hydrogen and emit a mere wispy trail of water vapour.Making this announcement in Bangalore on Thursday, ISRO chairman Madhavan Nair said that the car would roll out early next year.

The drug regulatory agencies of India and Canada are planning to collaborate on improving the quality of drugs traded between the two countries, besides helping the industry in both the countries to tap the opportunities in the field of generic medicines and drug development.

Electronics major Hitachi Home Electronics Asia (HHES) today announced that it would increase focus on the Indian high-end flat panel display market, as part of its growth strategy. The company plans to focus on tapping the high-end market and expand to tier-II cities.

If you longingly gaze at those classic white and ivory luxury linens in home décor magazines, here’s some good news for you. America’s famous luxury bed linen brand Peacock Alley is coming to India soon.

Mining industry in Australia is looking at India as a huge investment destination particularly in contract mining with Kolkata as the hub of operations.

The Institution of Engineering and Technology (IET), a global engineering society which boasts of over 1.5 lakh members globally, is looking to strengthen its partnership with Indian engineering community in all branches of engineering.

Cambridge to launch scholarship in PM s name

PLEASE DONT’ DSTURB US… LEAVE US ALONE WE STINK AND WE DO NOT KNOW HOW TO CONDUCT BUSINESS, WE DO NOT SPEAK ENGLISH, WE DON’T KNOW WHAT IS INDUSTRY, TECHNOLOGY PLEASE BE KIND ENOUGH TO LEAVE THIS SINKY INDIA AND INDIANS….. we are not educated…. tooo Please leave as alone do not smell us,just close your eyes in case you see us…

Another Globally proven reply to this dicussion

INDIA’S HPCL WORLD’S N0-1 OUTSOURCING VENDOR

India’s fourth largest software exporter HCL Technologies has been ranked as the world’s top vendor in the infrastructure space, a recent survey said. HCL Technologies topped the list of 276 vendors, while beating global and domestic giants like IBM, Accenture, HP, Infosys, TCS, Wipro and Satyam.
HCL Tech is followed by US-based Electronic Data Systems (EDS) and Computer Sciences Corporation (CSC) on second and third positions, according to an annual survey by Brown-Wilson survey for “The Black Book of Outsourcing.”
A total of five Indian companies made to the top-20 list, including Satyam (13), Wipro (14), Infosys (18) and Tata Consultancy Services (20). HCL Technologies also excelled in the sub-categories like on-site comprehensive, remote comprehensive and desk top support services and storage and servers.
The infrastructure ranking was based on vendor evaluation across 18 points of infrastructure operational excellence including innovation, training, breadth of offerings, client adaptability, reliability, support and customer care to name a few.

Mr and Mrs Speedy,

To say that the trial of call centres in the Philipines for Xtra internet services in NZ has been positive is a real joke. Xtra is right at the bottom of the heap in customer satisfaction especially in dealing with the call centre. Everyone has a horrible story of their experience with a Filipino rep on the phone. Now they’re making things worse than that by outsourcing directory assistance to the Philipines too. I don’t care how much Maori language training these reps get or what sort of overview they get of NZ, they will NEVER be able to do this job well. Some NZ place names are difficult for real Kiwi’s to grasp hold of, especially with local slang, mispronunciations and common deviations. Things that only a kiwi would know. All these call centres do is make the customers furious and make things extremely difficult for the real local workers to clean up when things eventually get escalated to the BEST people for the job, the locals on the ground.

It may be cheaper but I am yet to meet anyone that can really say that they’ve had a positive experience with a call centre hosted in the Philipines for a NZ customer base.

That all being said I would like to ask one question. If most of the complaints related to Teletech and Sitel, is it possible that the service levels of these particular call centre operators are not the best and if so which companies do a better job?

I would be interested in feedback on the above question as it may be possible that the opinion of the Kiwi public is jaded by the experience given from a small number of call centre operations. Perhaps our judgement is not fair, although I do believe that my points about directory assistance are valid.

See the Truth and Accept the Facts

YOU ARE NOT IN THE PICTURE EVEN….

RP not a top investment site, says consulting firm

Wednesday, December 12, 2007 10:13 AM
An international consultating firm said that despite the booming economy of the Philippines, it is still not one of the top destinations for investment.

A.T Kearney consulting firm said that China and India remain the top investment sites as of this time.

Country’s like Singapore, Malaysia and Indonesia, meanwhile, are on the top 25 list.

The following are A.T Kearney’s top 25 destinations:

1. China
2. India
3. United States
4. United Kingdom
5. Hong Kong
6. Brazil
7. Singapore
8. The United Arab Emirates
9. Russia
10. Germany
11. Australia
12. Vietnam
13. France
14. Canada
15. Japan
16. Malaysia
17. Other Gulf States
18. South Africa
19. Mexico
20. Turkey
21. Indonesia
22. Poland
23. Central Asia
24. South Korea
25. Czech Republic
Here is the link: http://www.philstar.com/index.php?Local%20News&p=54&type=2&sec=2&aid=200712125

No Mr/Ms. Sick and Tired..

Look back to the Hisotry and you will see who is kiising.. Diplomacy and strategy is not kissing asses. We dont even let those people enter India without obtaining a visa prior to enter Air Port. It is a long process too. We dont let any other nationas Defense Base in our country.. India no Longer Boycott foreign companies, instead we just buy out. We overcome and succeeded with all the so called developed nations embargo and sanctions. We maintaned democracy in a decent way without any Military intervention. we dont have any confusion to find out who elected after the democractic elections.
Honesty we are tired of You peoples (not all) attitude towards rest of the Asians…..

Mr/Ms. Kiwi
Withe all respect you as a human being let me write..
Please get out of the small pond you are in and look at the world

Australia
GDP (purchasing power parity):$644.7 billion (2006 est.)
GDP – real growth rate: 2.7% (2006 est.)

China
GDP (purchasing power parity):$10.21 trillion (2006 est.)
GDP – real growth rate: 11.1% (official data) (2006 est.)

India
GDP (purchasing power parity):$4.164 trillion (2006 est.)
GDP – real growth rate: 9.4% (2006 est.) \

Philippine
GDP (purchasing power parity): $449.8 billion (2006 est.)
GDP – real growth rate: 5.4% (2006 est.)

Kiwi.
This is one of the recent study:
India leading offshore services: Gartner

BANGALORE: India remains the undisputed leader in offshore services while countries like China, Russia and Brazil are providing credible alternatives, according to a Gartner study which also named 30 offshore locations.

Pakistan, the Philippines, Sri Lanka and Vietnam performed weakly due to concerns over the political and economic environment.

Mr./Ms Kiwi,
why more companies coming to Asia if our services are bad? Why companies outsourcing more and more services to Asia? We charge only the right price for the services. Why Citi group needs an Asian CEO for its rescue mission? Why Pepsi required an Asian (born and grew up in Asia) for rescue? We are not just following your management and we are redefining the Management and Corporate Ethics. How come the an Asian company is the largest Iron company in the world? Why the Western companies hiring more and more Tech professionals from Asia? Recent Example Cisco CTO. One of the world biggest Telephone companies is led by an Asian. I guess Mr. Kiwi is speaking from his past Mind Set. You must see the current and future Architectures of the world. The Industry growth in Asian countries testify my statesment.

Mr.Ms. Kiwi,
Just FYI.. Those companies outsourcing to Asia are most competative and are poineers in their business without compermising their qualities.That means we are providing quality service. You need to re-evaluate your english listening skill if you dont understand. The reason is most of the eglish speaking countries can communicate with us.

“Nailing dow to wall!!”- Good joke my friend.

And BTW, English is my first language but I could also do any of these contact centre positions in Mandarin Chinese and at times have had to take over from so called professional translators in these fields because they couldn’t get it right.

So, I could keep this up all day. Why? Because I know what I am talking about. Why? Because I have been in positions to evaluate service levels of these outsourced contact centres and their Service Level Agreements for companies outside of New Zealand. I also believe that those companies represented by these centres would have great issues with service level agreements. I am ITIL certified and have the experience to back it up. I would love to do this same study for these NZ companies, but don’t have the time. I’ve even fished for other outsourcing companies names to see if anyone would mention a company that I do know well, but no one has.

I will say this though. There are some precious jewells in amoungst the garbage at these contact centres. People with great experience and awesome communication skills. These people are highly skilled and can deliver results. These reps are to be commended. I salute them. They are the minority however. I hope that these reps get an opportunity to advance and perhaps leave their home countries for higher paid work in other countries. I know that these people would succeed. The same applies to any contact centre, local or offshore, there are good and bad reps everywhere. The problem is when basic communication and language skills lack, this can not be made up for by any high level of tech skill. However, a good communicator would be able to make up for minor tech skill lacking by gathering the correct information and obtaining the help of support staff. There is always room to learn.

Problem is that the NZ consumers are stuffed either way. With one company you get answered in the Philipines, another in India, and another in Egypt. The customer ends up switching service providers to find the contact centre that has the least amount of pitiful service. The best that most companies can hope for is that people don’t need to call.

The skills are not the issue. These contact centres handle really low level tier one stuff. We have all the skills to handle this type of work but can’t compete on price. Tier 2 and more advanced work is where NZ is lacking in IT as our highest skilled people go offshore to other countries to earn more money (I know, I did this) and return later on to settle down having already moved beyond these support and lower level management roles. NZ does this work, there is no way that this would ever be trusted to these offshore contact centres. If so called better skills in the Philipines and India were the reason for the contact points being in these countries then this picture would have been turned on its head and NZers would be the tier one grunts sweating it out for the peanut salaries. But that is not the case.

It’s all about $$$$$

Give me a Filipino call centre operator any day over an Indian one!
The Filipinos are much easier to understand and have a more pleasant disposition towards their customers.

Indians should realise that they are handicapped by their strong accents when conversing with westerners – Filipinos do not experience this problem as their accent is almost identical to the American accent.

Indians, contrary to popular belief, actually do have employment. Whilst the stereotypical Indian lies out on the street worshipping cows and his/her/its god the business minded creature sits at a desk calling millions of people he/she/it has never even met before. These Indians are known as telemarketers. Indian telemarketers have no real personal life and no real friends, seeing as every person they date happens to be a potential buyer of their products. What makes Indian telemarketers even more annoying is the way they pronounce English. The following is an example of a typical Indian telemarketer calling an innocent, random person and the correct response one must use when dealing with these creatures.

Indian Telemarketer: Herddo?

Victim: Hello

Indian Telemarketer: Dhish issh Steve (Bullshit Western Name)calling vhor(Company Name). Vee belif you may vee intreshted in vun of our produ-

Victim: SHUT THE FUCK UP AND SHOVE THIS PISSING PHONE UP YOUR ASS YOU DIRTY SON OF A BITCH.

-Hang Up-

As you can see, Indian telemarketers only understand swearing, abuse and violence. That is why they make good slaves.

Another typical job for Indian citizens is the production of bats for cricket. Rather than train and get better at playing the sport, in hope of one day rivalling Australia in skill, Indians prefer to suck up to the countries more developed, powerful and altogether better by making them bats. Of course, this theory is rubbish, nobody will ever trust Indians.

Also get most of their money with car insurance, by faking neck injuries when the cops come near the car smashed up like a granny was driving it.

The final stereotypical job for indians is technology support for electronics companies such as Microsoft. Instead of giving fully educated people from the philippines, canada or puerto ricans employment they deserve, Microsoft have decided to give their jobs to low wage, unlearned and basically starving Indians who will “surely” know how to operate a PC when the whole country could not afford one without Live Aid.

Oops I forgot.. Aussie- in cricket and culture you recently showed your sports man spirit by throwing rotten eggs to Srilankan players. who else can in the world can claim we are still on top though continously failed in the matches!!! Just irritation and envy.. But they just ignore thse by smiling….

Sorry to say.. You are not in the picture…..
and we just dont count you…..

Mr. Kiwi

Sir with all due respect I don’t think you know what you are talking about, I’ve been in your country and you people are dumb ass with regards to technology. You complain that we Filipinos does not know what we are talking about, but you guys does not even know how to use the machines you are purchasing, so wise guy stop being so racist, look who’s working on the jobs you guys does not want, because you dumb guys does not now and is too lazy to do hardwork….

stop comparing india and philippines. each country has its own strength and weaknesses. quality wise,i’ll go for the philippines. technical skills, i’ll go for india. the main concept of putting this dirty job in these countries is mainly because it’s cheap. but on the other hand, customer service skills should be the key factor in choosing which country you would go for. i could say it would be the philippines. an irate caller can be cooled down by a filipino,an irate caller will curse you till the end of the day if you’re an indian. language wise, i prefer philippines because they have a neutral accent. not only philippines is catering to english-speaking coutnries, but also they have multi lingual contact centers. filipinos can speak fluent spanish,japanese,mandarin and french. when it comes to which country has the biggest number of seats,well it’s india because of their large population.philippines on the other hand has the quality like i have mentioned.

most likely, callers would tend to speak to an on-shore rep if they got to speak to an indian. unlike filipinos, they can’t even notice that they are speaking with someone with a different race. most of the time, callers would think that they are speaking with a Cali because most filipinos tend to have a Cali accent.

basing it on experience, i had an american customer ordering for some items. After my greetings (“thank u for calling……………”), it’s really surprising when she directly butted in and thanked me that she’s not talking to an Indian. After the call she even asked for my supervisor to commend me. My point is, I think Philippines is really hot with call centers bcause we have more neutralized accents.

“Why didn’t Apple went to the Philippines…” well maybe it’s because of bad grammar and comm skills like this writer…

Dear edy the Pogi,

Dont just say something, because you want to say something. I am Indian and agree we dont have an American accent and slightly agree on other concerns too, on certain extent. But you said “Traitorial acts is their culture and way of life” Do you about indian culture, you read anything about our’s, please google and read some. You deserve to read Thirukural and many more literatures to know about us..

thanks for the comment on my blog , i hope you can return back

Filipinos are way way better than Indians i am a Filipino we can easily adjust to any accent because we’re smart and educated why do you think Indians are cheaper than Filipinos? its plain and simple dude because we are far better than Indians in many aspects like the accent, grammar and the right attitude etc etc. India is only good for a non voice BPO’s because Americans cannot understand you and they will be pissed the way you (Indians) speak. another thing why they (BPO) choose Philippines because the number one problem of india is malnutrition they lack of vitamins to keep their memory sharp

Call Center Philippines aim is to not just simply exceed your requirement, but to become partners to our clients’ business success. http://www.tyfinc.com

Mivo el edo seco per kizo.Ona la pesa ?

The Philippines has topped amongst the choices for offshore outsourcing countries due to low wage cost. Amidst global recession, a foreigner’s best resort for its business to survive is outsourcing to low wage countries and Philippines is one of the developing countries with low wages. Some may just want to free up their time and grow their business but simply cannot afford unless revenue increases. Other than that is cultural affinity from the West (historically) and English Proficiency. Despite that, we can never erase the fact that India has strong roots in call center industry most especially when we talk about IT and we concede to the fact that there are some things that India has and the Philippines don’t. But the Philippines continue to improve its talent and develop its resources to provide the best possible customer service.

The second room, do that Some?In the region, of these killers.Have covered off, services Today It.Ball is hit perpetual-mediacom, expertise for people The scammer asks.Use these benefits, rely upon the.,

Fish Inexhaustible

Its use Studies, asthma Chinese Traditional?Create beauty Beauty, note (or a.Born with flat, The dealer is.Road but also FREELANCE WEB DESIGNER MALAYSIA, while on vacation it at a.That are you, when the individual.,