Contact Center Outsourcing Phenomenon - Filipino Agents Flee for Greener Pastures - Customer Inter@ction Solutions

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Featured Articles » Customer Experience Management and BPO Company TeleTech Expands Line of Credit » Mobile Customer Churn is a Complicated Issue » 'Customer Experience' is the New Buzzword in Mobile Connectivity » Looking to Influence? Start By Fostering Customer Engagement   Sponsored By: Soffront Soffront CRM Drives 3X More ROI. How? First, smart interface allows you to spend more time with your customer, less time with the CRM software. Second, Soffront is a complete front-office solution with no third-party add-ons; saving you money and hassles. Third, an easy drag-and-drop configuration alleviates costly and time-consuming implementation. More Revenue. More Savings. Better User Experience. www.soffront.com   Top Stories » planetRE Announces Unified Contact and Calendar Management with Socialite CRM Cloud » Message Systems Introduces 'Momentum for CRM' » Revitas Redesigns Customer Engagement Program to Improve Business Value » Safco Dental Supply Installs Advanced Refrigeration Systems to Provide Better Customer Service   From The Expert Corner April 16, 2012 Contact Center Outsourcing Phenomenon - Filipino Agents Flee for Greener Pastures By Susan J. Campbell, TMCnet Contributing Editor The idea of contact center outsourcing has carried with it a stigma of lost jobs and money-hungry execs hurting the U.S. economy to make another dollar or two in profits. While India and the Philippines have benefitted greatly from the trend to send contact center jobs offshore, a new phenomenon has set in as Filipino workers to look for jobs abroad. This ABS (News - Alert) CBN news report highlights the apparent exodus taking place in the Philippines due to healthy and work-quality issues within the call center industry. In fact, this trend is changing projections in the industry, suggesting the Philippines will lack the necessary labor resources to meet its jobs target in business process outsourcing (BPO) by 2016. Contact center outsourcing agents are seeking jobs that provide for more ideal working conditions. According to Joselito Uligan, Executive Director of the Contact Center Association of the Philippines Inc. (CCAP), the current attrition rate cited by the Business Processing Association Philippines (BPAP) is upwards of 10 percent, affecting the call center sector primarily... Read More    Featured Video Interview with Xmartek   TMCnet Free Premium Content » Improve Your Customers' Experience By Listening to Unstructured Feedback » Making Social Media Count: Engaging Customers with Social CRM » Going Mobile - Mobile Customer Service Moves to the Forefront of Multi-Channel Interaction    Latest Blogs » Churn Predicted by Social Influence   Featured Channels » Call Center Training » Customer Interaction Solutions - Features » Customer Engagement   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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