Quality scores are higher, there is a significant shorter learning curve and metrics overall are better than their Manila counterparts. Even their English skills are better and they are more engaged with their customers.
Along with my managers, we monitored our newly hired Davao agents (relocated to Manila) on performance from day 1. We checked their absenteeism rate, attrition, training metrics, OJT stats and ongoing performance on the production floor. To our amazement, they’ve surpassed our expectations.
Unlike other provinces, Davao has less than 10 call centers and only about two of the big outsourcers have set up their centers there. It is currently being used as a recruitment ground for Cebu, Iloilo and Manila requirements, but officials are encouraging the big players to set up permanently.
The industry didn’t grow as fast as expected. Clients and investors are hesitant because of constant bombardment of news related to terrorism and they are unsure of the security of clients once business has been established.
As a matter of fact, the city is ready and has the right infrastructure in place to accommodate the influx of call centers in the metro. The safety of clients and personnel can be compared to those in Manila, maybe even safer. The take up rate for agents has been about 30 to 40 percent more than of Cebu.
With all things considered, Davao is the next best place to put your centers. Wouldn’t you want to work in a center and go home to watch the sunrise along a beach every day? I would.
.jpg)
Good timely topic.. The author points to a number of factors that very important.
If you are interested in balanced scorecard metrics and CRM metrics in business, check this web-site to learn more about Metrics
http://www.business-development-metrics.com
Posted by: Kelly Stuart | January 15, 2008 12:22 AM | Permalink to Comment