I was watching the daily news and heard that the government should prepare for possible US companies to pull out their investments in the outsourcing industry within the Philippines due to the current US financial crisis.
It caused a stir in the industry and my colleagues are in a bit of a panic. Will it affect the agent’s jobs or is there going to be a major cut in middle management? There are rumors of freeze in hiring expats in the country or at least setting a different expectation that they will get a local package instead.
With recent mergers and acquisitions such as PeopleSupport and Telus International (former Ambergris Solutions), there are a lot of speculations within the workforce. Though the change in owners doesn’t necessarily mean it is even related to the current financial crisis. There are different opinions on this issue and only top management would really know. But what is happening within the global companies and individual call centers being set up as we speak?
There is indeed a change within the global outsourced companies whether it is process related, tightening their belts, changing the budget and financial forecasts.
- Growth plans are either postponed or only a percentage is pushing through.
- Process efficiency is highlighted to keep up with the pace either on a customer service standpoint to help their clients maximize revenue within call center operations.
- Outbound telemarketing may not be a hot commodity and as successful as clients companies are focusing on keeping customers to keep afloat.
- Promotions and increase in salaries are postponed until further notice.
- A change in support ratios to maximize manpower within operations.
- Occupancy rates are increased for agents to take in more calls to keep the revenue at its peak as forecasted.
- Taking out the “fat” within the organizational structure.
With this in mind, do we expect US companies to pull out? Some will but perhaps just a small percentage. I still believe there is room for growth and more companies will eventually outsource their services. It will be more stressful but there is no need to panic.
My advice? Do well in your current job and don’t let the company find a reason to let you go because of the “changes”. Hang in there.
I agree with your advice. Call center agents just need to do well with their job and there will be no problem. I know that most call center agents now are afraid because of recession but if they will just do their job, he/she will stay as long as the bosses are impressed.
Posted by: Karla the Register Call Center | April 16, 2009 1:24 AM | Permalink to Comment