Farmout Call Center Philippines and Accredited Call Center Philippines Trainers

The quality of work and enthusiasm of hardworking Filipinos attract more outsourcing ventures to the country. Despite political debates, our economic growth is solid. This is evidenced by the vast recognitions and citations received by the company specially in the are of Business Process Outsourcing. 

The Philippines just won the offshoring destination of the year award given by the National Outsourcing Association (NOA) awards. NOA is the United Kingdom’s (UK) only outsourcing trade association. It represents outsourcing end-users, vendors and other companies that support outsourcing, such as legal firms, consultancies and human resource. This association advocates best practice and is involved in research, events, education and public affairs.

Winning the award is a big deal as the Philippines was already nominated for the same category last year, but the recognition went to Malaysia. Comqual submitted the justification for the Philippines nomination with the help of the Board of Investments, Business Process Association of the Philippines, European Information Technology Services Center and the European Chamber of Commerce in the Philippines.

The country has a strong future in the contact center industry. This is just proof of that. The Filipino’s diligence and high-quality work is something that echoes all over the world.

(with excerpts from sunstar.com)

With the support and assistance of the Commission on Information and Communications Technology and the Department of Trade and Industry Regional Operations Group, PhilCall will conduct a whole-day round table discussion and consultative workshop on November 9, 2007 at the CICT-NCC Building, C.P. Garcia Avenue, Diliman, Quezon City.The event aims to provide a venue for industry players to discuss key issues and concerns as well as various trends and developments affecting the small and medium call center and allied enterprises today. This will also serve as a vehicle to help strengthen the capacity of small call centers in relation to advocacy, marketing and networking.

The Philippine Call Centers Alliance, Inc. (PhilCall) is a newly organized association of SME-based, Filipino-owned call centers all over the country. These are call centers with an operating seat capacity ranging from 10 to 300 seats per facility.

FarmOut Central Intouch, Inc – a Philippine Contact Center based in Pangasinan – is proud to have been mentioned as one of the best performing call center training institution in the province. In the recent meeting of TESDA Accredited Training centers, Director Ponciano Catipon was quoted praising FOCI Training Center as a “Good Performer” when it comes to having “high hiring rates”. 

He mentioned that FOCI has close to 75% of its graduates being employed by various call centers in the country.  Our nearest competition has only a 30-40% employment rate (and yet they got more than 50% of the allocated exam vouchers).

This is proof that we are now becoming a pillar in the call center training scene in Northern Luzon. Our graduates are employed in big contact centers such as: ePLDT Ventus, Sutherland, Convergys, SITEL and others.

We thank the TESDA Pangasinan and the TESDA leadership for making the scholarship available to our graduates, without which, most of them wouldn’t be able to afford the training.

It is probably time to also ask the TESDA leadership to review its policies on the allocation of Test/Exam/Qualifying Vouchers. Currently these are allocated NOT on the basis of performance.  We urge the TESDA leadership to strongly consider allocating the exam vouchers on the basis of performance as a reward to better performing training centers, and as an incentive to other training centers to improve on their training performance and maximize the government’s investment in our people.

“The Global Contact Centre Benchmarking Report is compiled following a benchmarking study on contact centers from 42 countries. The report reveals key topics and trends convering the entire scope of contact centre operations: From performance, processes, organisation and technology to your development strategy, financial and customer managment. ”

Fundamental KPI (Key performance Indicators):

• Customer Satisfaction is declining from 83% to 82%
• Agent Utilization (% Talk time) is increasing from 57% to 59%
• Staff Absenteeism is rising from 8% to 11%
• Abandoned Calls are increasing from 13% to 14%
• SLA (% calls answered in 10 seconds) from 71% to only 62%

Farmout Sales Manager, Mr Wilson L. Chua, has been approved by CCAS (Call Center Association of Singapore) as an individual member in their prestigious organization.