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.
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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
Yah, this is true as long the employee do their job well as what their managers said, they are still on the job. But absolutely many call centers agent today were terminated from their work.
Posted by: pinoy showbiz news | April 29, 2009 9:27 PM | Permalink to Comment
I have ran a very successful telemarketing firm for little over a year now and honestly we struggled in the beginning because I couldn't find good US callers. Its really hard to run a business when half the callers don't show up for their shift and give sub par excuses for their behavior. I now outsource all my work and have no problems whatsoever. If people would do their job, this wouldn't be necessary.
Stacey
Posted by: Stacey | May 26, 2009 4:17 PM | Permalink to Comment
I have ran a very successful telemarketing firm for little over a year now and honestly we struggled in the beginning because I couldn't find good US callers. Its really hard to run a business when half the callers don't show up for their shift and give sub par excuses for their behavior. I now outsource all my work and have no problems whatsoever. If people would do their job, this wouldn't be necessary.
Stacey
Posted by: Outsource-Telemarketing | May 26, 2009 4:20 PM | Permalink to Comment
I agree
Todd D.
http://www.clush.com/Dir/Business/Services/
http://www.newstin.com/tag/us/128621217
Posted by: Todd D. | July 15, 2009 3:19 PM | Permalink to Comment
I am writing in behalf of my boss.
We would like to ask for a quotation.
We will be serving/calling consumers in the USA. Hours of operation
is from 10am to 7pm. The number of agents depends on the volume,
but up to 20 agents.
The name of the company is VARRSI, LLC.
Posted by: marlon | August 4, 2009 4:56 PM | Permalink to Comment
I think effects due to the US crisis last year had little effect on the Philippines outsourcing industry. In fact and in the long run, more companies should see the wisdom in outsourcing to increase their bottom line.
Posted by: Call Center Blogger | October 13, 2009 2:47 AM | Permalink to Comment
Yes.... i agree with you........ last year it effect USA market..
Thanks a lot for sharing with us....
Posted by: Financial services | October 28, 2009 5:26 AM | Permalink to Comment
Do you need 100-2000 at home U.S. agents now? Ask me how.... 202-305-3717
Posted by: Anonymous | October 13, 2010 11:09 AM | Permalink to Comment
I think the continuing economic concern in the US has something to do with more companies outsourcing jobs to different countries. I think time will come the US government will eventually make a move to save jobs for their citizens.
Posted by: customer service call center | November 25, 2010 2:25 AM | Permalink to Comment
But if the US economy would eventually goes deep down, we will be affected gravely as well. Since most countries financial system relies on the US economy.
Posted by: inbound call center philippines | January 12, 2011 7:32 PM | Permalink to Comment
But if the US economy would eventually goes deep down, we will be affected gravely as well. Since most countries financial system relies on the US economy.
Posted by: inbound call center philippines | January 12, 2011 7:33 PM | Permalink to Comment
Filipino call center agents should do their job very well to remain in the track. There will be a lot of people that will be affected if clients will remove their business in the country.
Posted by: Call Center Contact Center | January 5, 2012 1:24 AM | Permalink to Comment