CALL CENTER SOFTWARE: AMCAT NOBLE SYSTEMS CORPORATION

Amcat's Contact Center Suite is a comprehensive blended inbound outbound contact management system (call center software).

This unified system includes the key call center software technologies that contact centers need most including: Predictive dialing and other dialer modes, Inbound contact management and ACD, Asterisk-based PBX, Email ACD, Self Service IVR software, CTI for intelligent screen pops, Digital Recording, Workforce Management and Reporting, Multi-channel contact including email, Web and Fax, and VoIP Support.

The Amcat educational philosophy focuses on the human element to that enables both technical and non-technical personnel to get the most out of their contact center technology and staff.

Amcat provides comprehensive on-site instruction for the call center's team and works in concert with the Amcat implementation staff so the agents and managers will feel confident in using the Amcat solution call center software from the outset.

Amcat’s customer development centers help existing and future call centers get the most out of their contact center technology. By offering a series of specially designed courses provided at dedicated educational centers, companies can get the instruction they need in a class room setting.

The Noble-Amcat team is highly trained to diagnose and solve the call center's technical issues as well as to help the client optimize the performance of the system. With contact by either phone or email, Amcat offers multiple levels of support so that contact centers can choose the level that meets the call center's software requirements.

Noble-Amcat Corporate

300 Johnny Bench Drive

Oklahoma City, OK 73104

Tel: +1 405 216 8080

Toll Free US: 800 364 5518

Fax: +1 405 216 8063

smart@amcat.com

European Development Centre

Noble-Amcat Ltd

11 Commerce Way

Westinghouse Road

Manchester, UK

M17 1HW

Tel: +44 (0) 161 772 7100

Toll Free UK: +44 (0) 800 169 2028

Fax: +44 (0) 161 876 4323

www.amcat.co.uk

smart@amcat.co.uk

Noble-Amcat Germany

Amcat GmbH

Managing Director: Dan Mollard

Kaiser-Wilhelm-Ring 27-29

50672 Köln

Tel: +49 (0) 221 5694 176

Fax: +49 (0) 221 5694 353

www.amcat.de

dmollard@amcat.de

AMMEX PHILIPPINES

AMMEX Philippines (AMMEX Call Center Philippines) is one of America's Fastest growing private companies. It is the leading supplier of disposable medical and industrial products with over 15000 clients in North America.

Headquartered in Tukwila, Washington, Ammex Philippines (AMMEX Call Center Philippines) provides a wide range of services, from sourcing products in China, to our innovative marketing program.

AMMEX provides both emerging and established companies the ability to outsource production, item assembly, importation and distribution nationwide. AMMEX Philippines (AMMEX Call Center Philippines) takes care of all the challenges associated with overseas transactions so their clients can focus on growing their business.

Ammex Philippines Business Addresses:

AMMEX Philippines I-Support

Pearlbank Centre Building Units 701-703

146 Valero Street, Salcedo Village

Makati City Philippines

QUALFON QUALITY CONTACT SERVICES

Qualfon was founded in 1996 initially providing IVR, billing, SMS, BPO and call centers. It has recently expanded to the Philippines, US and Europe.

Qualfon is a business process and contact center outsourcing provider with call centers across the globe.

Their clients include:

• Telecommunications Industry
• Manufacturing
• Media
• Banking and Financial Services

They are continuously hiring for:

• Call Center Agents
• IT Support
• Quality Analyst
• Supervisor

Qualfon in the Philippines is located in

Cebu City

6th Floor, Skyrise Building, Asiatown IT Park

Cebu, Philippines 6000

TELETECH

If you want to be a part of a huge call center, Teletech is your company, they have reached their previous goal of maintaining 15,000 employees for Philippine operations alone, and now targeting 25,000. So If you want a fast-moving career in the call center, move on to Teletech.

TeleTech is a leading global business process outsourcing (BPO) company that provides a full range of front- to back-office outsourced solutions.

With operations in over 18 countries and on nearly every continent, we manage over 3.5 million interactions in over 29 languages.

Teletech perform all of the business critical support processes efficiently and effectively, which includes:

• Complex customer management,
• Direct sales and marketing,
• Training development and delivery,
• Recruiting, staffing, and workforce management,
• Loan processing,
• Benefits and claims administration,
• Vendor management,
• Payroll administration, and
• eCommerce.

Teletech provides outsourced solutions to the following industries:

• Healthcare
• Retail
• Financial Services
• Communications and Media
• Government
• Travel and Hospitality
• Automotive

TeleTech Rewards Employee Benefits

• Training,
• One-on-one coaching, and
• Exciting career opportunities.

Their employees are eligible for some or all of the following benefits, depending on location and status:

• Medical insurance
• Medical care reimbursement account
• Dental insurance
• Vision insurance
• Dependent Care Reimbursement Account
• Life insurance (basic and supplemental)
• Accident insurance
• Accidental Death and Dismemberment (basic and supplemental)
• Disability (short-term and/or long-term)
• Paid time off
• Holiday pay
• Training
• Tuition Reimbursement

CORPORATE HEADQUARTERS:

9197 South Peoria Street Englewood, Colorado 80112-5833 U.S.A. Philippines

Phone: +1.800.TELETECH or +1.303.397.8100 (outside the US) Fax: +1.303.397.819

1st Level, Bonifacio Technology Center

31st Street, corner 2nd Avenue

Fort Bonifacio Global City 1634

Taguig, Metro Manila

Bldg. F, SM Corporate Offices

1000 Bay Blvd., SM Business Park

Pasay City 1300

Metro Manila

Monday - Friday 8:00 AM - 5:00 PM

Levels 1 & 2, Robinsons Place-Novaliches

Quirino Highway corner Maligaya Road

Novaliches, Quezon City 1123

Monday - Friday 8:30 AM - 5:30 PM

Levels 2 & 3, Robinsons Place-Cainta

Ortigas Ave. Extension corner Felix Ave.

Cainta, Rizal 1900

Monday - Friday 9:00 AM - 6:00 PM

G/F Building 4, SM City Pampanga,

Lagundi, Mexico, Pampanga

Mondays - Saturdays 10:00 AM - 7:00 PM

Temporary Recruiting Office opens on January 14, 2008

TeleTech Site

Dumaguete Business Park

South Road

Calindagan

Dumaguete City, 6200

(beside St. Louis School-Don Bosco, across Robinsons Construction Site)

Monday - Friday 8:00 AM - 5:00 PM

Level 2, Robinsons Metro

Araneta Avenue, Singcang

Bacolod City 6100

Negros Occidental

Monday - Friday 9:30 AM - 6:30 PM

Levels 2 & 3, Robinsons Place-Lipa

J.P. Laurel Highway

Lipa City 4217

Batangas

Monday - Friday 9:00 AM - 6:00 PM

Levels 1 & 2, Oakridge IT Center

880 A.S. Fortuna Street

Banilad, Mandaue City

Cebu

Monday - Friday 9:00 AM - 6:00 PM

SM City Iloilo

Benigno Aquino, Jr. Avenue

Mandurriao, Iloilo City

5000 Iloilo, Philippines

Monday - Friday 10:00 AM - 7:00 PM

SM City Bacoor

Gen. Aguinaldo cor. Tirona Highway

Barangay Habay, Bacoor

4102 Cavite, Philippines

Monday - Friday 10:00 AM - 7:00 PM

Saturday 8:00 AM - 5:00 PM

From Awful Events:Teletech Call Center Robbery: The dumb thing that gets more dumb

I'm sure all of you call center agents have already heard about it. The Teletech Call Center robbery was a shame to all robbers, if you ask me. Do they need to arm themselves with high-powered guns and two getaway vehicles to take home a few secondhand cellphones and a few cash that won't even amount to more than 4k US dollars?

Call centers receive their funds from foreign countries for allocations to the different departments, most of which goes to the employee's salary thru their bank accounts.

More of awful events in a call center, click here.

LANGUAGE OR ACCENT AND COMMUNICATIONS SPECIALIST

In a call center environment, a Language Specialist's primary duties are to supervise or perform work in rendering from a foreign language into English the spoken words where the objective is accurate translations, accent reduction or modification.

• A Language or Accent and Communications Specialist administer a systematic approach used to learn or adopt a new accent base on the client's customer's location. The methodology involves several steps, which include identifying deviations in the person's current speech from the desired accent such as pronunciation, speech patterns, changing the way one uses their mouth, teeth and tongue to form vowel and consonant sounds.
• They also modify intonation and stress patterns so that call center agents master the second language and alter their speech to more closely resemble the accent of a certain group of people, thus enhancing clarity of their communication.
• Part of a Language or Accent and Communications Specialist's responsibility is to evaluate call center agents in order to determine their current speech and language development.
• Their job would also include monitoring remotely or thru recordings the call center agent's conversations with callers.

CALLTEK CENTER INTERNATIONAL INC.

Calltek is a call center tailor-made for broadband and video/TV specializing in hospitality and MDU market. Their background includes PC/Server Motherboards, Telecommunications, High-Speed Internet Access (HSIA) systems for hotels, as well as Computer Networking.

Although CallTek just started in 2004 by US-based engineers, they have mastered and extensive and consistent commitment to maintain and foster the reputation of the company it supports. CallTek's management 's goal is to take call centers to a higher level of creating a truly seamless relationship between vendors and their clients.

Services Offered

• HSIA Hospitality/MDU
• Internet, VOIP, Video
• Product Support

• Network Management
• 24/7 technical support and customer service thru phone, email and chat support
• Enterprise4 Ticket System and Reporting
• Tier 1 Support Scope
• Tier 2 Support Scope

Calltek's Benefits For Their Employees
Free one meal a day

Free 24 Hours snacks and beverages

Health Insurance

Medicine Subsidy

Retirement Plan/Life Insurance

Savings Plan

Team Socialization Allowance

Quarterly Perfect Attendance Raffle

Performance Bonus

Current Job Openings:

• Customer Service Trainers
• Technical Support Engineers
• Customer Service Specialist
• Web Developer
• Also looking for Spanish Speaking TSE and CSS

CallTek Center International Inc.

USA

7 Marconi

Irvine,CA 92618

Tel : 949.268.9199

Philippines

4th floor JY Square

Lahug, Cebu City 6000

Tel : 032.417.2889

Anyone interested for the this call center job may email their resume to hiring@calltekcenter.com. Online application is welcome.

Email : sales@calltekcenter.com

CLIENTLOGIC CORPORATION PHILIPPINES

ClientLogic is a leading international business process outsourcing provider in the customer care and back office processing industries. The company is among the top five global call center providers, managing more than 140 million customer interactions in 2003. The company’s main headquarters is in Nashville, Tennessee.

Still in the phase of expansion in the Philippines, ClientLogic has already made itself to be one of the top call centers fast expanding its operations. They are currently employing almost 2,000 individuals in its main office in Ortigas Center, Pasig City. They also have another facility in Baguio City at the Baguio Export Processing Zone which has more than 1000 employees, and will be expanding to another 600-seater site. ClientLogic is a subsidiary of Canadian diversified company Onex Corporation and operates in 53 locations in 12 countries throughout North America, Europe and Asia.

Offered Services:

• Customer care
  
• ClientLogic provides customer service, sales and technical support which include tracking customer information across multiple channels.
• Back-office processing
  
• ClientLogic offers comprehensive, back-office services, order and payment processing, eCommerce, catalog, continuity services and rebate processing activities.
• Right-shore
  
• ClientLogic’s right-shore strategy focuses on consistently providing the right products and services to the right customer-type from the most appropriate geographies.

ClientLogic Corporation Baguio

Loakan Road, Peza Complex

Loakan

Baguio City 2600 Philippines

ClientLogic Corporation Pasig City

22/f Wynsum Corporate Plaza,

Emerald Ave, Ortigas Center

Pasig City, Metro Manila,

Philippines

Contact No:

860 -1012

Fax No:

860 - 0111

Email:

cristina.templa@clientlogic.com.ph

Website:

www.clientlogic.com

HOW DO YOU PUT THEM ON HOLD?

I worked in a call center for quite a while now handling technical support. My calls would always require me to open up at least 5 systems on the average while I check on my resources. During the course, I can't help but put the caller on hold who happen to be a little frustrated already because of having to be waiting on queue, aside from the problem he is experiencing with the service.

The best method I found most effective to avoid having the caller get more aggravated are the following:

1. Explain to the customer why you have to place them on hold. Making them aware that you are working on a solution to the current issue pacify their frustration.
2. Ask permission which should include the length of possible time that they will be put on hold.
3. Wait for their response and thank them before pressing the hold/mute button.
4. If it will take you longer than expected, go back to the customer and ask for an extension.
5. When you finally get back to the customer, either thank them for holding or ask them for apology for the long wait.
6. Explain whatever result you have gained while they were waiting. Be it a futile attempt, let it be known to them. Then offer a last recourse, if needed.

As a call center representative, we need to find smart ways to handle all our calls in every situation..So what about you, do you have your own smart way of putting them on hold? Let us know. Drop uour thoughts here on the comments section.

After 10,000 years, Philippine Call Centers: Urged to hire home-based workers

Being a mother, and a household to manage, I have been searching on the web for call centers offering home-based jobs for quite some time. Unfortunately, big call centers offer home-based jobs in the US only. So you can imagine how my eyes just opened wide when I read this news written by Jesus F. Llanto of NewsBreak.

During the Annual Call Center Expo 2008, an expert on business process outsourcing (BPO) urge Philippine call center companies to hire work-at-home agents or home-based employees to solve the high turnover rate in the industry.

William Dieu, senior research analyst from callcentres.net, said that companies can lower attrition rate and foster high agent satisfaction if they will allow home-based operations.

"The Philippines should think about the benefits of hiring home-based agents," Dieu said. He added that working from home also allows employees to save on transportation cost, especially now when prices of fuel are soaring.

Dieu said that only nine percent of the companies here allow working from home and he warned that "it is not expected to increase" in the succeeding months.

Benedict Hernandez, senior vice president and general manager for Philippines of eTelecare, said technological factors hamper the development of this kind of job.

"It has not really taken off," said Hernandez. "There are many things to consider. We are not as wired as the United States."

John Langford, executive vice president of ICT group, said it will take time before this system is adapted. "The industry has been in the United States but this set-up has been used only in the last five years.

Big sector

Call centers are the biggest sector in the Philippine BPO industry. It generates the biggest revenue and employs the most workers. In 2007, contact centers accounted for 73 percent of the industry’s US$4.8 billion revenue and its employees accounted for 60 percent of the 300,000 BPO workers.

"The industry will grow at a healthy clip this year," said Dan Reyes, president of Sitel and director of the Contact Center Association of the Philippines (CCAP).

CCAP estimates that this year, contact centers are expected to earn US$4.3 billion dollars, or around 30 percent increase from last year’s US$3.3 billion. Around 50,000 additional jobs are also expected this year.

Call Centers in the Asia-Pacific region, said Dieu citing data from consulting firm Frost and Sullivan, generated US$665 million revenue in 2007 and is expected to earn US$13 in the next seven years. (abs-cbnNEWS.com/Newsbreak)

ACCENTURE

One call center that continue to value quality when it comes to their performance is Accenture. It is a global management consulting, technology services and outsourcing company. The International Association of Outsourcing Professionals (IAOP) ranked Accenture to be the number one outsourcing service provider on the Global Outsourcing 100 list.

Accenture was established in 1989 primarily as a technology consultant and systems integrator, and soon began offering new breeds of business integration solutions to clients.

They have maintained their relationships with the world's leading companies and governments and work with organizations of all sizes—including 94 of the Fortune Global 100 and more than two-thirds of the Fortune Global 500. Their commitment to client satisfaction strengthens and extends their relationships. One proof is that all of their top 100 clients in fiscal year 2007, based on revenue, have been clients for at least five years, and 85 have been clients for at least 10 years.

Industry-Specific Business Process Outsourcing Services

• Insurance BPO
• Navitaire-helping airlines reclaim relationships with their customers
• Public Service (Government) Processing-helping the public sector to provide better citizen services
• Utilities BPO-provides customer care, technology and business services to utility companies
• Pharmaceutical BPO Services-provides outsourcing services to medical organizations
• Health Administration BPO Services-provides outsourcing services to health payers

Accenture also offer "bundled outsourcing" services where they provide multiple BPO services on a shared services basis or bundle BPO services with IT outsourcing.

PHILIPPINES

5th Floor MSE Building

Ayala Avenue, 1200 Makati City

Philippines

Tel: 63 (2) 841 0111

Fax: 63 (2) 849-5003

manilacareers@accenture.com

Tips To Avoid Dead Air During Calls

1. When a call center representative is processing something on the system, one way of filling the dead air is by informing the customer that while you are working on their issue, they may not hear from you but they will hear background noise only, but should they need to interrupt you, they may do so. Most callers are comfortable with that and would usually put you on speakerphone while they work on something of their own.
2. Set your caller's expectation that dead air may happen. Give out small talks like "how's the weather" and maybe up selling.
3. Take the time to confirm information you see on the account (package and services) while working on their concern.
4. It helps to discuss with the customer what you are doing. You can repeat back any notes documenting the customer's complaints and describe the action you are taking to resolve the issue. While this method fills up dead air, this also enforces satisfaction to the customers letting him know that the issue is correctly understood and documented, aside from assuring him that actions are being taken to resolve the issue.

As a call center agent, how do you handle dead air?

WESTERN WATS PHILIPPINES

If you are from the South, then this is your call center, Western Wats. They are unique among the call center companies since they don't provide customer service or technical support. What they do, though is Market Research. They conduct surveys.

Market Research call centers collect data for a wide variety of agencies. These data collection efforts can help companies create better business plans and help them determine how to launch a new product or service, or how to fine tune existing products and services. It can be used to determine which portion of the population will purchase a product/service or how a constituency will vote for a particular candidate/issue, based on variables like age, gender, location and income level. We empower businessmen, political leaders, and decision makers to make smarter, better and informed decisions.

Western Wats has over 16 phone centers. Their Cebu, Phillipines facility being the only one outside North America, is proud to be the largest and fastest growing of them all. Strategically located inside the Mactan Export Processing Zone- 2 (MEZ-2), on the island of Mactan, Western Wats Philippines has successfully operated in the Philippines since August 2003. The Cebu phone center is a wholly owned subsidiary of Western Wats and is exclusively dedicated to survey research. The facility is directed by executive management at their headquarters in Orem, Utah. The center currently occupies three floors and employs more than 1,500 full time employees who operate 700 interviewing stations.

Western Wats have close to 300 clients, ranging from government agencies, auto manufacturing firms, advertising outfits, media organizations, print publications, and universities, to mid-sized grocers, small private businesses, non-profit groups, etc.

These are the jobs offered:

Market Researchers

PHP Programmers

IT Technicians

IT Specialist

HR Staff

Software Developers

Helpdesk Telephone Support Technicians

If you apply for a job with Western Wats, these are what you can expect:

• No selling. No Telemarketing involved.
• They do not offer any Customer Service Assistance.
• They do not do conduct any Technical Support.
• They do not receive nor answer to the concerns of any irate callers.
• They have a fixed schedule.
• Certainly no shifting or rotation scheduling.
• More casual dress code is allowed.
• Two week paid training.
• Regularization of 95% after 5 months.
• Working students are offered flexible schedules.
• For individuals who wish to further their education, they grant study leave.
• Meritocracy is something they advocate. Western Wats offer equal employment opportunities and career advancement from within their ranks.
• They respect individuality, regardless of a person’s age, sexual preference, religion or culture.
• You can expect a clean, spacious and conducive workplace.
• They have a high retention rate with employee satisfaction.

Where can you find them?

Western Wats Philippines Incorporated

PIPC Building #7

MEZ II, Basak

Lapu-lapu City, 6015

Western Wats Philippines

Important Phone Numbers:

Trunkline:

(032) 341- 3268 and (032) 341-3266

Human Resources Extension Number:

7527- HR Staff

Recruitment Extension Numbers:

7523 and 7522 – Recruitment Staff

Western Wats Philippines Operations

Business-to-Business Shift

Shift Hours: 8:00 PM - 4:00 AM

" I Would Like To Speak To A Supervisor Please..."

A Challenge To Call Center Agent


A customer who insist on being transferred to a person in authority may have had a bad experience with another call center representative. Take into consideration that the caller maybe angry, dissatisfied, and at the end of his rope.

Following are the various ways a call centre agent may handle this kind of situation:

1. "Spiel" it out

"Given a chance, I will be glad to assist you with your query, after which, if you still find the need to speak to a supervisor, I will transfer the call..."

This simple statement enforces empowerment coming from accountability. This would instill ownership to the mind of the customer giving him an assurance that his concern will be resolved by the agent he is talking to.

2. Show empathy

A call center agent should always try to be empathic to the customer and ask what the caller's needs are. This kind of response help bring down the customer's level of frustration and may bring a win-win situation in the end, for both the agent and the customer. The call centre agent may let the customers know that she can help them just as well as his supervisor. This statement can give the customer some form of trust and confidence on the agent who assured her that the issue at hand will be resolved by the right person.

3. Tone is everything

On every call, tone can make or break the relationship of a customer with the company and employee. So be sure to apply the right tone when talking to a frustrated caller.

4. Honesty is still the best policy

There is nothing wrong with explaining to the customer the actual situation:

"I am in a position to respond to your concern and assist you in any way that we can without the need to transfer you any further. I am sorry that you were not happy with the response to your concern, but that is what we can do for you at this time. If you are looking to escalate your call in order to obtain a different answer, I apologize, but our position will not change."

5. A call center agent should ask the customer for the information to pass along to the supervisor, while in the meantime looking at the problem themselves. If the customer's problem is within the call center agent's skill, then the agent may state to the customer that the problem can easily be resolved, followed by a lot of empathy to calm the customer.

6. Use your instinct

If a customer sounds like he wanted to hear some information from someone in authority just for his own satisfaction, transfer him to the supervisor..if only to keep customer satisfied.

A large call center usually provide their own team who are vintage and highly trained agents who may handle escalated and complicated calls. These agents are not usually monitored for handle and talk time, and given a higher level of empowerment just like a supervisor. All transfers done are warm transfers to make them in a better position to handle the customer.

Customers looking for supervisors are usually transferred to this team.

Do you have your own way of handling customers looking for supervisors? Tell us about it and empower your call center colleagues!

MyLot buddy here (Zeroflashx2) says:

"Yeah, I've experienced some of the sup calls as well. At first, I'd really ask for a good reason why the customer needs to talk to a sup. I try to explain as much as I can based on the context. They do accept the explanation some times but still wants to talk to the supervisor.

At that point, I just have to give it to my supervisor as it's his/her request. I just hate those supervisors who hides when they start to hear someone talking to an irate customer.

Well, to be honest I've been on both sides. When I was an agent it was mostly an escalation team (from quality) who answered the call. My sup did receive some of my calls but he is usually very busy.

I've been a sup as well. So far, the sup calls that I missed are due to me being on a meeting/out of the office. We're not customer facing though so most of the times we just have request for a call back from sup. Did that a lot of times.

Well, being a sup, you can bend the rules a bit without actually breaking it.

You have more control over the issue and the agent who works on it. You'll try to think of ways to give something to the customer without losing."

USA

1. Volt Services Group

8854 W. Emerald St., Ste. 290

Boise,ID 83704

208/375-9911

2. OKS Ameridial

303 Parsons Avenue

Bala Cynwyd, PA 19004

U.S.A.

Call: +1.610.667.3000

Fax: +1.610.667.3002

Email: info@oksgroup.com

3. CyLynx

42255 Chase Drive

Canton, MI 48188

USA

4. eti Sales Support

501 Washington Avenue

Pleasantville, New York 10570

Ph: 1.914.747.3030

Toll Free: 1.866.232.4546

Fax: 1.914.747.3466

5. The Connection

(General Contact)

The Connection®

11351 Rupp Drive

Burnsville, MN 55337

Phone: 952-948-5488

Fax: 952-948-5498

6. Advanced Marketing Solutions

400 Donald Lynch Boulevard

Marlborough, MA 01752

508.486.9700 Voice 508.486.9710 Fax

7. Orion Marketing Group

12000 Network Blvd.

Building A, Suite 105

San Antonio, TX 78249

210.694.4114 (phone)

210.690.9215 (fax)

8. GloVXI bal Solutions Inc

3350 Wilshire Blvd 3rd Floor

Los Angeles, CA 90010

Phone: 213-637-1300

Email: sales@vxi.com

9. 24-7 Intouch

Headquarter & Contact Center

335 Maxwell Crescent

Regina, Saskatchewan, Canada

S4N 5X9

Fax: 306.949.4309

10. Inktel Direct

13975 NW 58th Court

Miami Lakes, FL 33014

Phone: 305 523 1100

Fax: 305 827 0341

INDIA

1. Sutherland Global Services

#383, Velachery Tambaram Main Road Vijayanagaram, Velachery chennai 600 042

2. Apex Knowledge Solutions Pvt Ltd

6th Floor, Dugar Towers, 34 (123) Marshalls Road, Egmore chennai 600008

3. Cybernet-SlashSupport

38 North Boag Road T. Nagar Chennai 600017

4. Business Ford Services Center Pvt. Ltd.

No.143, Dr.MGR Road (North Veeranam Salai), Perungudi Chennai 600096

5. Kankei Relationship Marketing Services Pvt Ltd

B-301, Dipti Classic,32/34 Suren Road, Andheri Eas Mumbai 400 093

6. Yantram BPO Services Pvt Ltd

902-903,Samedh Nr.Associated Petrol Pump,C.G.Road Ahmedabad 380009

7. Cyber Futuristics (I) Pvt. Ltd.

IT Park Facility -II ,G1-227/228, H1 236-239 Export Promotion Industrial Park (EPIP),Sitapura I Jaip

8. Just Dial Private Limited

A, 39/40, Sector 16, Behind McDonalds, Noida 500082.

9. Aorta Integrated Services

#37/6, Ist Floor Meanee Avenue, Tank Road Bangalore 560042

10. Alif Technologies Sdn Bhd

Suite 304, Kompleks Mohd Yussof, Jalan Tutong Bandar Seri Begawan 00000

EPERFORMAX CONTACT CENTERS

If you are looking for a call center ran by a Filipino, that's ePerformax. The chairman of the Board is a Filipino while the President and CEO is from the United States. Both personalities has gained numerous awards and successes from their own companies until the partnership.

ePerformax Contact Centers is a corporation owned by Performance Consulting Group of the U.S., in partnership with Transnational Diversified Group (TDG) of the Philippines,

ePerformax started to venture into the Philippines in 2002. TDG is a 30-year old Philippine company that invested to 28 companies which employ over 8,000 people in service-oriented positions who are exported to companies such as Disney Cruise Line.

Their call centers in Makati City and Cebu City have over 2000 agents providing Inbound and Email Customer Service, Technical Support, 3rd Party Call Quality Monitoring and Assessment, Data Collection and Verification, along with a number of back office processing operations, for six major U.S. companies.

Services Offered:

Business Processing Outsourcing Services

• Third Party Quality Monitoring
• Research & Data Mining
• Database Maintenance
• Records Management & Processing
• Document Imaging
• Data Entry & Transcription
• Claims Processing

Contact Center Voice Services

• Inbound Customer Service
• Inbound Technical Support & Help Desk
• Inbound Sales - Up-selling & Cross-selling
• Outbound Business - to - Business

Contact Center Non-Voice Services

• Chat
• Email

To apply for a job at ePerformax, you will have to visit their website , and go to "Career Opportunities". Only thru that section will they respond to any employment opportunities.

Website: www.eperformax.com

ePERFORMAX Contact Centers (PHILIPPINES)

Telephone Numbers:

1.888.384.7004

(632)490.2288

Address: 2nd Floor, BPI Buendia Center Senator Gil Puyat Avenue Makati City, Philippines 1200

3rd Floor, JY Square IT Center 1 Salinas Drive Lahug, Cebu City, Philippines 6000

ePERFORMAX Contact Centers (USA)

Telephone Numbers:

901.751.4800

1.866-ePERFORMAX (866.373.7367)

Address:

8001 Centerview Parkway, Third Floor

Cordova, Tennessee 38018

CALL CENTER POLITICS?

There's been a lot of buzz about call center politics. Most, being a huge organization with thousands of employees, politics seem to be inevitable. Individuals get promoted because they know the boss, personally. But although there are call centers that cannot stick to their code of conducts, there are still a lot out there who continue to advocate meritocracy.

So for those who have made it to the call center industry, try to look around. Be very inquisitive about your higher ups. It's not so bad to check if they are suited for the job. Well, it is imperative for you if you want to build a lifetime career in that call center company you so diligently served in the hope of building your ladder up to the corporate.

More of Employee/Employer Releationship here.

Seek No More: JOBSolutely Cool Glorietta 2008

Seek No More: JOBSolutely Cool Glorietta 2008

Hey..Call Center job aspirants..There's a job fair coming at the Festival Supermall on August 29-30. Call Centers are joining to search for their future team players. For more details, click here.

And do remember to be prepared for that job interview. Be sure that you understand the job position that you are applying for and you have a background of the call center company you aim to join.

MORE INTERVIEW TIPS FOR CALL CENTER JOBS

1. When being interviewed for a call centre job, avoid answering questions with a brief "yes" or "no". Try to elaborate by using your past work/school experiences to support your answer if needed.
2. Never pretend to know something or someone when you don't. If you don't understand the question, or you need a moment to think about it, say so.
3. Be honest. Don't overstate or exaggerate your experiences or qualifications. Keep in mind that call center skills can always be learned; but honesty is a quality you either have or don't-and it is something that a call center company value highly in all of their employees.
4. Don't rely solely on your application or your resume to do the selling for you. Interviewers will base their perceptions on their face to face meeting with you.
5. Don't be afraid to ask questions. It's a plus for you since it shows interest and ambition.
6. Project energy and enthusiasm. Employers want to hire individuals who are excited about the job-and become part of their call center team.

Sample Questions

1. Question: Tell us about your previous call center work experience and describe the manner in which you serviced the customers?

2. Question: Are you proficient in using different software? What are your computer skills?

3. Question: This is not really a question, but the interviewer/s will be judging you by your communication skills, the way you deliver your lines and by your grammar.

4. Question: What does a call center mean to you?

5. Question: Describe the importance of teamwork and team spirit?

Questions around the knowledge requirements can be answered by reviewing your CV or resume as they refer directly to your qualifications, training and work experience. Prepare for call center interview questions that explore your relevant training and work task experiences relating to the specific knowledge requirements listed.

Examples include:

"What are your computer skills and what software applications have your used?"

"What size was the customer database you dealt with?"

"How many calls did you take/make in an average day?"

"What was the average length of each call?"

The interviewer will focus on questions that look for evidence of call center-related competencies. You will be asked to give specific examples of when you have shown the required competency in your previous jobs.

Reflect on your past experiences, select appropriate examples and plan your response using the following structure:

Essential Call Center

Interview Guide

Related Information:

• Interview Tips For Call Center Job
• Call Centre QA Interview Strategies
• Call Center Interview Question
• Call Center Interview

Whew ! Was It Heaven Opening Doors ?

Call Center: Job Seeker's Journey

It was in the middle of summer when I was banging heaven's door to show me where I can find money to pay for my kid's enrollment. My credit card bills were way above my neck. Savings and investments have become a thing of the past. It was that time when the US dollar plunged down. I was one of those who cried "oooouuuuch !"

After a thorough evaluation of my kid's capability to be on their own, I decided to look for a job. I went to a newspaper stand one Sunday morning and started my quest. Hmm ! Classified ads didn't seem to be classified anymore..they have become call center ads ! Call centers looking for agents offering sign up bonuses, no experience necessary, college undergrads may apply and free paid trainings. What's even more enticing is their offer which is equivalent to twice as an ordinary employee's allowance who is a college grad, 18_25 yrs old and someone who came from a reputable university.

Wow ! Call centers amaze me. They offer a lot of new things to us. They are just everywhere. They need agents all the time. And most of all, they are not "too conventional". You would see them hiring emo's, rockers, oldies, nerds, regular guys, boys next door, fashionistas, tech savvies, old maids, and all sort of people. Now, that's my kind of environment. You get to have that feeling that you will never be left out of place here. Discrimination is not part of their vocabulary. And new attitude is something you get to learn along the way.

So I started my journey. My first stop was in a central bussiness district where parking would be a great challenge. But i went anyway, determined to get that job. After a few turns, I just found myself in front of vacant parking space! Without blinking, I turned my wheel and parked (my first miracle). I got out of the car and asked someone where I may found the building indicated on the ads. And to my surprise, that particular building was just across the street ( second miracle ). So i went into the building, looked for the particular office, until I found it filled with applicants. I passed my resume, filled up an application form and waited for my initial interview . I saw applicants after an interview coming out with or without a piece of paper. When my turn came, I started with an explanation to my interviewer that it's been 11 years since I was last interviewed and he has to bear with me. With trembling voice and shaking hands, I answered all questions he asked and after that, he handed me a piece of paper with a recommendation to one of the top call centers in the world, apparently for more evaluations (third miracle). I headed to the said call center the following day. I went through another initial interview and took the call simulation test, computer skill, comprehension and listening skill assessment. After an hour of agony on that sit, the facilitator asked me to wait for the result. So I waited. One hour has passed. Two hours..three..I had to stand up and asked one of them about the result. I failed. They asked me to go through an online training for computer skills and be back after three days. Well, that did not surprise me. I was born too early for computers ! So, I went home, took out my computer which I haven't used for a long time. It wasn't functioning anymore, so I went out to a local internet cafe and started the course. I went back after three days. Did I see a surprising look on their face ? Well, they better believe it..because I am right there, just as they said. I took the computer test again which was the same as the first exam, only a bit longer. I waited again for the result. One of them called out my name and asked me to take up the call simulation test again since I also failed that exercise. So I did. I waited again..waited.. and waited. I heard my name called asking me to proceed to one of the function rooms. The interviewer asked me to read aloud a piece of article. He asked me a few questions and told me to wait again. So there I was, feeling exhausted and hungry. It was like I was drained of all energies inside me after having been through a lot of rigid interviews and exams. Then after almost six hours, someone else called me, with a folder on her hand. I stood up and walked. I seem to have walked the longest path in my life. The lady extended her hand and with a smile on her face said "Congratulations!" Wow ! Yeah...I imagined Will Smith in the movie 'Pursuit Of Happyness" walking along with the crowd, floating with tears and a smile on his face. That was me..Will Smith...My other miracle.

I was told to take my medical exam, went through the process and went back to the office to sign the contract. I was given all the informations regarding the training , my compensation, and my assigned task. I was going to work as a technical support representative for an internet service provider. They must have gone crazy since I was the least person you would want to ask about technicalities of all sorts. But there it is, "the contract". Heaven may have gone crazy. I am not sure if it was closing doors but failed to stop me..or was it opening doors with some insane intentions.

CALL CENTER: WHY PHILIPPINES?

If you are living in the United States and calling Dell, IBM, Charter, AT&T, or Vonage, chances are you, you will be speaking to someone from a Philippine Call Center Company.

Following India, Philippines is now rising to be another best alternative for outsourcing solutions of major companies in the United States, English-speaking European countries, and Australia.

With a long history of contact with the United States, including several decades of American colonial rule, Filipinos are more attuned to Western culture than most Asians. Call center employees not only find it easy to relate to Westerners but are also quick to adapt to a variety of accents. Most call center employees receive intensive training to acquire the accent of the country that they will be calling.

TEAM LEADER

Description

A Call Center Team Leader is an authority who possess a certain additional supervisory level. He manage the day-to-day planning and operation of the team agents on the floor. He provide solutions to the agents to meet with the required service level components, standards, and sales targets. He also acts as the communication conduit between the agents and the management.

Duties

• A Team Leader's primary duty involves agent management, including all HR related issues, as well as staff development.
• He is also tasked to compile reports on team's performance and customer feedback.
• He also conduct performance appraisal for the team.
• He may also send out recommendations for product and process development based on customer feedback and analysis.
• A Team Leader is also responsible to the delivery of team sales, service level components, quality and productivity targets and indicators.

Call Center Philippines' Claim

I have recently joined MyBlogLog to join communities with the same interest as mine. While I was filling up my own profile to add Call Center Philippines' URL, I received an error telling me that somebody owns that URL.
Hopefully, to claim ownership of http://callcentersphil.blogspot.com, may this post prove that I am the rightful author of this site.

QUALITY ASSURANCE SPECIALIST

Description

A Quality Assurance Specialist is an analyst dedicated to call monitoring who is also engage in other tasks/activities in the interest of driving improved performance in the call center.

Duties

• Quality Assurance Specialists perform call monitoring and provide trend data to site management team.
• They participate in the design of call monitoring formats and quality standards.
• Their duties also include coordinating and facilitating call calibration sessions for call center staff.
• They also participate in customer and client listening programs to identify customer needs and expectations.
• They work with managers and supervisors/team leaders to calibrate monitoring processes and results.
• Their duties may also require them to make a research and recommend vendors for automated processes.
• Quality Assurance Specialist may also need to gather and distribute results.

TECHNICAL SUPPORT REPRESENTATIVE

Description

A Technical Support Representative for a call center is a person who provides answers to questions from customers regarding use and trouble-shooting of equipment. It can either be for hardware, software, use or application of different pieces of equipment, from home appliances, to commercial equipment to industrial machinery.

Duties

• A Technical Support Representative's duty may include training new users about a particular product.
• They must know the product well to identify and resolve technical problems.
• Lastly, a Technical Support Representative should also provide implementation assistance, if needed to resolve any problem.

ETELECARE GLOBAL SOLUTIONS

If you want a company "closer to home", consider eTelecare. Their Senior Vice President for Corporate Development is a Filipino. They are one of the very first BPO provider to establish its operation in the Philippines. And for a span of 10 years in the industry, they now have almost 13,000 employees and have been given awards in the Philippines as “Outstanding Employer of the Year”. They firmly believe that the Philippines is the best offshore location to deliver high quality services in the Philippines.

eTelecare Global Solutions has become a leading contact center outsourcer as a direct result of core competencies that meet their client's business needs.

They offer:

• Unique strategic insights that streamline operations;
• Strong, data-driven connections to your customers; and
• Powerful continuous improvement strategies.

Their staff is dedicated to the client's program and its success, backed by extensive training, rigorous oversight and a fully-redundant network. eTelecare Global Solutions handles millions of calls each year.

They currently serve a broad spectrum of industries, including:

• CONSUMER ELECTRONICS

eTelecare Global Solutions provides technical support and sales programs for clients that include a leading manufacturer of consumer electronics and a manufacturer of home-networking equipment. Their continuous improvement methodology of stretch goals, call monitoring, rigorous evaluation and thorough coaching has been praised as world-class by Fortune 100 companies whose reputation depends on excellent service. On the sales side, the knowledgeable and friendly staff of their inbound consumer electronics program consistently beats both client sales targets and the competition.

The McKinsey-based experience of their executive team helps them tie those advantages together into an unbeatable service offering.

CURRENT APPLICATIONS

Technical Support

Sales

Customer Service

• WIRELESS COMMUNICATIONS

eTelecare Global Solutions is the leading provider of customer service and sales solutions for the U.S. wireless market. Their management team knows the sector's challenges and opportunities, and their veteran staff knows how to deliver quality on every type of program, from the initial sale to customer retention and warranty service. They've posted high success rates on conversion, customer win-back, outbound migration and retention, and inbound migration and retention programs.

CURRENT APPLICATIONS

Technical Support

Sales

Customer Service

Customer Retention

Warranty Service

• TELECOMMUNICATIONS PROVIDER

eTelecare Global Solutions handle telecommunications sales, customer retention and customer service.

They draw on their clients' best practices, adopting them to their McKinsey-based continuous improvement culture. They staff their programs with highly-trained agents backed by weekly coaching. Online reporting and a single point of management contact keeps clients up to date on the program at every stage. In addition, their program teams continuously seek out ways to add value, whether it's revising a cumbersome sales script or recommending new retention approaches. For sales and service, eTelecare Global Solutions delivers results that will be apparent to the client's customers and to their bottom line.

CURRENT APPLICATIONS

Technical Support

Sales

Customer Service

Customer Retention

• FINANCIAL SERVICES

In the highly competitive financial services market, eTelecare Global Solutions takes a best-practices approach to handle the client's customers securely, efficiently and effectively. They carefully screen applicant pools to find candidates with strong communication skills and a knack for details, and each new hire's credit history and police records are investigated by a former CIA officer.

They protect the client's data with dual firewalls, continuously updated anti-virus software and router-to-router encryption over a private network. Their financial services areas are physically separated, video-monitored and protected by security guards, and their fully-redundant infrastructure ensures that the client's program and data will be fully available at all times.

eTelecare Global Solutions continuous improvement approach includes monitoring, coaching and performance bonuses. Their commitment to excellence has made them one of the fastest-growing financial services outsourcers in the world, with programs for NASD-licensed mutual funds transactions, travelers' checks and co-branded stored value cards.

CURRENT APPLICATIONS

Customer Service

Sales

Data Gathering

• TRAVEL AND HOSPITALITY

eTelecare Global Solutions handle customer service, merchant support, time-share brokerage and program sign-ups for some of the leading players in the travel business.

They seek out candidates who can quickly discern customer needs and organize service priorities. They currently support operations in Japanese, Mandarin, Cantonese, Korean, German and Spanish, and they can recruit for other languages as needed. Their programs are backed by a fully-redundant physical network that connects call centers on two continents and will be there when callers pick up the phone, making eTelecare Global Solutions the go-to destination for world-side support.

CURRENT APPLICATIONS

Sales

Customer Service

Reservations

• MEDIA

eTelecare Global Solutions has handled customer contact needs for a newspaper chain, a television network and an Internet service provider, among others, hosting outbound sales, inbound sales and technical support programs.

CURRENT APPLICATIONS

Sales

• HEALTHCARE

eTelecare Global Solutions screen agents not just for language skills and accents, but also for people-handling skills such as empathy, rapport-building and a genuine interest in providing outstanding service. Their agents have successfully handled customer service and appointment setting as well as lead generation and lead brokerage for supplemental Medicare coverage. eTelecare Global Solutions' fast-acting customer care is the cure for the common call center.

CURRENT APPLICATIONS

Lead Generation

LOCATIONS

Corporate Headquarters

31st Floor CyberOne Building

Eastwood City, Cyberpark

Libis, Quezon City 1110

Philippines

Tel: 63 (2) 916-5670

Fax: 63 (2) 687-4158

Executive Offices

8901 E. Raintree, Suite 100

Scottsdale, AZ 85260

Tel: (480) 477-1200

Fax: (480) 314-3417

California Office

604 E. Huntington Drive, Suite B

Monrovia, CA 91016 USA

Tel: (626) 256-7560

Fax: (626) 256-7565

Center 1

12th -17th Floors, PBCom Tower

6795 Ayala Avenue Corner V.A. Rufino Street

Makati City 1226

Philippines

Tel: 63 (2) 580-5350

Fax: 63 (2) 757-4727

Center 2

20th - 22nd, 28th-29th, 31stFloors

CyberOne Building

Eastwood City, Cyberpark

Libis, Quezon City 1110

Philippines

Tel: 63 (2) 916-5670

Fax: 63 (2) 687-4158

Center 3

6/F i1 Building

J.M. Del Mar Avenue

Asiatown I.T. Park, Apas

Cebu City 6000

Philippines

Tel: 63 (2) 411-9010

Center 4

Ground to 3rd Floors, Plaza Building

Northgate Cyberzone, Filinvest Corporate City

Alabang, Muntinlupa City 1781

Philippines

Tel: 63 (2) 580-5350

Center 5

6/F I2 Building

Asiatown IT Park

Barangay Apas, Lahug

Cebu City 6000

Philippines

Tel: 63 (2) 411-9010

Center 6

2/F Annex@Shaw Building

Shaw Boulevard

Barangay Highway Hills

Mandaluyong City 1552

Philippines

Tel: 63 (2) 580-5350

Center 7

2112 - 2113 C.P. Garcia Street

Clarkfield, Pampanga 2009

Philippines

Tel: 63 (2) 916-5670

Center 8

Colonnade

1801 E. Camelback Road

Suite 300

Phoenix, AZ 85016

Tel: (866) 740-2168

Fax: (480) 477-1279

Center 9

6090 Zenith Court, NE

Rio Rancho, NM 87144

Tel: (866) 747-1640

Fax: (505) 994-2276

Center 10

1215 W. Cherry Street

Vermillion, SD 57069

Tel: (866) 251-5001

Fax: (866) 205-6243

Center 11

609 30th Avenue, NW

Minot, ND 58703

Tel: (701) 858-0651

Fax: (701) 858-6134

Center 12

Metro Center Mall

1330 20th Avenue, SW

Minot, ND 58701

Tel: (701) 852-7704

Fax: (701) 837-8524

Center 13

4611 E. Baseline Road

Phoenix, AZ 85042

Tel: (866) 325-3210

Fax: (800) 993-8390

CONVERGYS

Convergys has 75,000 employees all over the world including home-based agents, who serve clients from 70 countries. They provide continuous trainings to their employees to enhance their skills.

They deliver a broad range of customer and HR solutions, backed by technology, business analytics and consulting services that help create valuable relationships between their clients, their customers and their employees.

Convergys understand the value of relationships between the producer, their customers, and their employees, and how they can drive business performance. Their market-specific services use that insight to deliver significant process improvements actionable business results.

• Communications-cable, broadband, satellite, wireless, wireline
• Financial Services-banking, cards, insurance
• Government-federal and state
• Healthcare-pharmacy, benefit manager, medical device, pharmaceutical
• Manufacturing-automotive, chemical, medical
• Retail-apparel, home services, restaurant, consumer packaged goods
• Technology-software, hardware, new media
• Transportation-travel and shipping

Headquartered in Cincinnati, Ohio, Convergys employs nearly 75,000 employees who serve clients in over 70 countries, speaking more than 35 languages, from 79 sites across the globe. Convergys has been named a Fortune Most Admired company for seven consecutive years, and more than half of the top 50 Fortune 500 companies are Convergys clients.

While headquartered in Cincinnati, Ohio, they have 77 customer contact centers, three data centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East and Asia.

URL: http://www.convergys.com

Convergys Corporate Headquarters

201 East Fourth Street

Cincinnati, Ohio 45202

+1 513-723-7000

+1 888-284-9900

Philippines

Cebu City

R. Arcenas Street

Arcenas Estates

Banawa Hills

Cebu City 6000

PHILIPPINES

Phone: TBA

Makati City

7F, Tower 2

The Enterprise Center

6766 Ayala Avenue

Makati City 1200

PHILIPPINES

Phone: 63 2 857 7788

Makati City

Insular Life Building

6781 Ayala Avenue

Makati City 1200

PHILIPPINES

Phone: 63 2 857 5679

Makati City

PBCom Tower

6795 Ayala Avenue corner V.A. Rufino Street

Makati City 1200

PHILIPPINES

Makati City

6796 Ayala Avenue corner Salcedo St.

Legaspi Village, Makati City 1200

PHILIPPINES

Phone: 756-7178/88

Muntinlupa City

Block 44, North Bridgeway

Northgate Cyberzone

Fillinvest Corporate City

Alabang, Muntinlupa City 1770

PHILIPPINES

Phone: TBA

Pasig City

24th Floor, Robinsons-Equitable Tower

ADB Avenue corner Poveda Street

Ortigas Center

Pasig City 1600

PHILIPPINES

Phone: 63 2 857 7600

Quezon city

#46 Don Mariano Marcos Avenue

Batasan Hills

Diliman, Quezon City

1101

PHILIPPINES

Phone: TBA

Bacolod City

San Antonio Park Square

Lacson Street

Mandalagan, Bacolod City

PHILIPPINES

Phone: TBA

CUSTOMER SERVICE REPRESENTATIVE

Description

Customer Service Representatives serve as a direct point of contact for customers providing information in response to inquiries about products or services.

Duties

• Customer Service Representatives handle general questions and complaints.
• They are bound to keep records of transactions and update and maintain databases of information.
• Their duties may also involve educating customers on products and services offered, matching product benefits with customer needs
• Customer Service Representatives must at all times find a resolution to a problem, if there is.
• Most customer service representatives use computers and telephones

Advisory

I am sorry for the inconvenience..I am currently modifying Call Center Philippines Blogsite for better viewership...Posts are running as scheduled.

CALL CENTER INTERVIEW: Getting Yourself Right For The Job

1. Be sure to equip yourself with the basic information about the call center company and the job description of the position you are applying for before the interview (almost 100% sure that you are going to be asked about that to test your enthusiasm and interest). (You will find Backgrounds of Call Center Companies on my archive and job descriptions)
   

2. If you are scheduled for an interview, be sure to be there on time or a few minutes before your appointment.
3. Wear proper business attire. Don't wear jeans, flip flops, and baseball hat. A call center company will always have client visits and they would always want their employees to look neat and professional.
4. Listen on the question carefully. Organize your thoughts before answering. And when you speak, speak slowly and articulately. There's no need to rush and don't mumble.
5. Be concise with your answers. Focus and don't stray off to unrelated topics.

If you have any questions or comments, please feel free to post your comments here or send me an email..I promise to reply asap...

SYKES

Sykes is an all American company. Just recently, they were given an honour for being one of the most trustworthy company in the US.

This company is a global leader in providing customer contact management solutions and services in the business process outsourcing (BPO) industry. Sykes provides an group of sophisticated customer contact management solutions to Fortune 1000 companies around the world, primarily in the communications, financial services, healthcare, technology and transportation and leisure industries.

Sykes specializes in providing flexible, high quality customer support outsourcing solutions with an emphasis on inbound technical support and customer service. Headquartered in Tampa, Florida, with customer contact management centers throughout the world, Sykes provides services through multiple communication channels including phone, email, web and chat.

Utilizing its integrated onshore/offshore global delivery model, Sykes serves its clients through two geographic operating segments: the Americas (United States, Canada, Latin America and Asia Pacific) and EMEA (Europe, Middle East and Africa). Sykes also provides various enterprise support services in the Americas and fulfillment services in EMEA, which include multi-lingual sales order processing, payment processing, inventory control, product delivery and product returns handling.

So, if you are interested to be a part of this organization, check them out.

URL: http://www.sykes.com

PHILIPPINES

Cebu - Sykes Asia, Inc.

Synergis IT Building

F. Cabahug St.,

Mabolo Cebu City 6000

Philippines

Tel: 1 63 32 3489898

Fax: 1 63 32 3489899

Makati -Burgundy

Sykes Asia Inc.

34th Floor Burgundy

Corporate Tower

252 Sen. Gil Puyat Avenue,

Makati City, Manila,

Philippines 1200

Tel: 63-2 849-9098

fax: 63-2 849-1513

Makati-Robinsons Summit

Sykes Asia Inc.

26th Floor Robinson Summit

Building

6783 Ayala Avenue

Makati City, Manila,

Philippines 1200

Tel: 63-2 817-8781

Fax: 63-2 849-9396

Pasig City - Osma

Sykes Asia Inc.

45th Floor One San Miguel

Avenue Building

Shaw Boulevard corner

San Miguel Avenue

Pasig City, Manila, Philippines

1600

Tel: 63-2 849-9024

Fax: 63-2 849-9045

Quezon City

Sykes Asia, Inc.

2nd Floor K-Pointe Building

23 Gilmore Avenue

Brgy. Mariana, Quezon City

1112 Republic of the Philippines

Tel: 632-535-6515

PEOPLESUPPORT

PeopleSupport have been known for providing multi-lingual services. So if you know Spanish or any language other than English, go ahead check this out. They offer higher compensation for someone who knows Spanish.

They also deliver high performance of outsourced customer management, transcription and captioning, accounts receivable management and additional back-office services.

PeopleSupport's industry focus involves complete alignment of their organization with their clients' in terms of culture, goals, and metrics, they have deep expertise in industries such as:

• Travel & hospitality
• Financial services
• Technology
• Telecommunications
• Consumer products
• Healthcare & Insurance
• Entertainment & education
• Legal & law enforcement

PeopleSupport is the only BPO company in the Philippines with IATA certified travel agents across all of their travel teams. They currently support Expedia, one of the largest hotel chains in the world, and a leading global travel services company.

Los Angeles - Corporate Headquarters

1100 Glendon Ave., Suite 1250 Los Angeles, CA 90024

(310) 824-6200 Phone

(310) 824-6299 Fax

1-877-914-5999

Sales - sales-customermanagement@peoplesupport.com

Marketing - marketinginfo@peoplesupport.com

Investor Relations - investor@peoplesupport.com

Jobs and Recruiting - jobs@peoplesupport.com

Manila

PeopleSupport Center

Ayala Avenue corner Senator Gil Puyat Avenue

Makati City, Philippines

011(632) 885-8000 Phone

011(632) 885-8097 Fax

Robinsons Summit Center

29th - 33rd Floors 6783 Ayala Avenue Makati City 1200

(63) 2 755-2602 Phone

Jobs and Recruiting - manilajobs@peoplesupport.com

Cebu

PeopleSupport, Inc. (Cebu)

E-Office Unit no. 6 Asiatown IT Park Apas

Lahug Cebu City, Philippines 6000

PeopleSupport, Inc. (Cebu) Skyrise Building

2nd Floor Asiatown IT Park Apas

Lahug Cebu City, Philippines 6000

(63.32) 234-8200 Phone

(63.32) 234.8299 Fax

Baguio

SM fiesta strip, Harrison road Baguio City, 2600

(63.74) 4479988 Phone

(63.74) 4479999 Fax

Call Center Software: Creating Solutions

Call center software is the solution to the efficient integration of comprehensive services and the right technology. Faced with a dynamic challenges everyday, call centres continuously need to upgrade its system. Below are the list of call center software companies:

• Salesforce.com
  
  Salesforce.com is the worldwide leader in on-demand customer relationship management (CRM) services. More companies trust their vital customer and sales data to salesforce.com than any other on-demand CRM company in the world.
  
  They deliver integrated, completely customizable enterprise applications for companies of all sizes. Or maybe it's because Salesforce is so easy to learn and use, and that is because the power of the on-demand Force.com platform, it can be up and running in weeks or days—not the months or years required by traditional client/server CRM software. Or it could be the unprecedented speed with which their customers see real, tangible ROI. Or maybe it's because of their 100-percent dedication to the success of their customers.

• TouchStar Software Corporation
  

TouchStar develops and supports world class unified communications solutions. TouchStar Software Corporation began operations in 1998. TouchStar is a privately held corporation that is headquartered in Denver, Colorado, USA. TouchStar acquired Digisoft in 2005, Sigmaworx in 2006, and Data-Tel in 2007. TouchStar has seven world wide offices that support more than 2,500 global business clients.

TouchStar's worldwide offices include employees from many cultures; we value diversity and seek personal and professional growth opportunities as we strive for excellence. TouchStar is unique because of our genuine interest and respect for our clients as well as our passion for continuous improvement in everything we do.

AN INSIGHT TO PHILIPPINE CALL CENTRES

Preparing for a Call Center job interview? Are you seeking for a new Call Center Company to work for? Or maybe out of curiosity, you just want to get an insight of your extended family. For whatever it is, Call Centres in the Philippines is becoming a backdrop to this country's new generation. More and more graduates every year will always have an application sent to a call centre company as part of their job-seeking hunt. Why not? This industry is paying 70 percent more to their employees compared to any other industry in the country today.

So if you are one of those forces who's joining the rush, get your tools here. Subscribe on RSS link on the right upper portion of this page to equip yourself with a background of a call center company you are applying for, a call center job description, and more feeds that I am posting soon to get yourself that technical and communication skills needed to make yourself a future call center agent.

A BACKGROUND OF CALL CENTRES IN THE PHILIPPINES

If you are living in the United States and calling Dell, IBM, Charter, AT&T, or Vonage, chances are, you will be speaking to someone from a Philippine Call Center Company.

Following India, Philippines is now rising to be another best alternative for outsourcing solutions of major companies in the United States, English-speaking European countries, and Australia.

With a long history of contact with the United States, including several decades of American colonial rule, Filipinos are more attuned to Western culture than most Asians. Call center employees not only find it easy to relate to Westerners but are also quick to adapt to a variety of accents. Most call center employees receive intensive training to acquire the accent of the country that they will be calling.

INTERVIEW TIPS FOR CALL CENTER JOBS

Aspiring for a call center job? I have recently made some research on what call centre companies look for when interviewing candidates for jobs. Interview Tips For Call Center Jobs are based on input from various hiring managers and professionals throughout the call center industry. They have offered information on some basic qualities and skills of what a call centre company would look for their employees, at every level of their organization. So follow the link on Interview Tips For Call Center Jobs to learn what call center companies are looking for their future employees-which may just be you!