Customer service: The evolving art and underlying attitudes

Companies are struggling to find service success and the right balance of internet automation and skilled people who can manage complex service needs. There is an increasing demand for higher end experiences, which means the challenge grows for companies to deliver that balance of technology, trained staff and outsourcing of specialised functions. Customer care will…

Dialing into the Millennial Market

Meet the Millennials, also known as Gen Y, Next Gen, Echo Boomers, the Baby-On-board Generation, Screenagers, Facebookers and many more. Whatever you choose to call them, they are nearly 98 million young adults born between 1980 and 2001 who have already joined or are preparing to join the workforce. By all accounts, Millennials are unlike preceding generations. They…

The Importance of Customer Surveys

Businesses find it an extremely challenging task to learn about how their customers and target audience feel about their offerings.  Business experts believe that it is entirely impossible for an organization to please all its customers all the time.  However, even if you are comfortable with the fact that you have been unable to please…

‘Next-wave cities’

THINGS ARE looking up for the local business process outsourcing (BPO) industry. Early last month, the Contact Center Association of the Philippines (CCAP) announced that about a hundred foreign companies were in talks with Philippine call centers as they look to outsource some of their operations here. Among them are financial giants Morgan Stanley, Goldman…

Outsourcing Benefits for Healthcare Companies

Healthcare information management outsourcing is becoming a lucrative business in the Philippines. In 2015, the Information and Communications Technology Office (ICTO) of the Department of Science and Technology (DOST) lauded the BPO industry and various players engaged in healthcare information management outsourcing. A few healthcare outsourcing services that the Philippine BPO industry offers are Medical…

Visaya KPO Attends the 11th International Contact Center Conference and Expo

On Sept. 27-29, 2016, The Contact Center Association of the Philippines (CCAP) hosted the 11th International Contact Center Conference and Expo (ICCCE) at the grand ballroom of the Marriott Hotel, Resorts Drive in Pasay City, Metro Manila, Philippines. The ICCCE is the premiere, largest, and most insightful learning, networking, and trade platform of the Philippine…

Ways for Corporations to Improve Data Security

Each year the number of reported corporate data breaches goes up. In 2015 alone the U.S. saw a 38 percent increase in data loss due to cybercrime and malware. Fortunately for businesses, data security has continued to advance as well, bringing with it an arsenal of tools to ensure proprietary information remains secure. In this modern…

The Inclusive BPO

  VISAYA Visaya Knowledge Process Outsourcing Corporation is creating a buzzword in the BPO space. Butch Valenzuela, a Filipino-American who led a successful career in California chose to come to where he found a new calling: To create more jobs for Filipinos.From a branding perspective, this positioning could be just a marketing strategy, but to…

Top 5 job interview tips

If you’re counting down the days till your next job interview, these helpful hints will help you get in the right mood so you can leave a lasting impression on the interviewers: Do your research Fail to plan, and you plan to fail. You are certain to be asked specific questions about the company, so…

Philippine BPOs poised to weather automation trend

MANILA – The Philippines, home to one of the world’s largest business outsourcing hubs, can withstand a global shift to automation, an industry group said Wednesday. Tasks that can be automated, or those that require little abstract thinking, are expected to contract by 28 percent in the next six years while middle and high skill…

Philippine call centers out to attract more foreign clients

Metro Manila (CNN Philippines) — About a hundred foreign companies are in talks with Philippine call centers as they look to outsource some of their business here. Morgan Stanley, Goldman Sachs and Mitsubishi UFG Financial Group are just among some of the financial giants eyeing local service partners, Benedict Hernandez, Contact Center Association of the…

The Value Propositions of Contact Center Outsourcing

Businesses across the globe realize that customer service plays a key role for their differentiation in an increasingly crowded and competitive market. However, while concentrating on the business itself, organizations sometimes have no time to handle call center operations. This is where Outsourcing comes in. Businesses may have a number of reasons for considering outsourcing…