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24/7 Customer Philippines Inc.

24/7 Customer is a pioneer of the Integrated Customer Lifecycle Management framework that can take your business to the highest level of competitive advantage. Our promise of Outperformance, delivered through a multishore delivery model, has ensured that 24/7 Customer is the number one service provider for 80% of our relationships globally.

With state-of-the-art facilities across 10 delivery centers that accommodate 8,000 seats, 24/7 Customer is among the top 20 Contact Centers worldwide.

24/7 Customer is an Innovative company with a strong focus on business performance effectiveness. This enables us to consistently deliver more for less to our customers. 24/7 is committed to outperform our customer's best operations by 10% or more, thereby creating the most efficient customer centric enterprise for our customers.

MJ Plaza Building
#106 Valero Street Salcedo Village
Makati City Philippines
+632-792-4777

Note: If you want to be referred, e-mail me an updated resume to kelvinmichaelcayanan@hotmail.com
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Philippines To Overtake India As World's Call Center Capital



The Philippines would soon overtake India as the call center capital of the world, a recent study by Everest Research Institute showed.

The Philippines' call center revenues are expected to reach $5.7 billion this year or $200 million higher compared to India's $5.5 billion. BPO revenues, on the other hand, are forecast to hit $9.5 billion, playing catch-up to India's $12.4 billion.

The Business Processing Association of the Philippines (BPAP) said beating India in the call center business was not "far-fetched" as more companies based there start moving their operations in the Philippines.

"[More] clients are going here," said BPAP executive director for external affairs, Martin Crisostomo.

The shift to the Philippines is attributed to several factors: the country's workforce has better English-speaking skills, the Philippines' telecommunications network is superior to that of India, higher incentives for companies setting up business here, and Filipinos' affinity with the American culture.

Younger industry

In terms of scale, India's sheer size far outweighs the Philippines. 

India, too, has began exploring the BPO industry 10 years ahead of the Philippines. 

The Philippines’ workforce is no match to India’s, given their total population of 92 million and 1 billion, respectively, a BPAP executive has stressed in a previous interview. 

Low-margin, entry point

Among the menu of services currently offered by outsourcing and offshoring firms, such as those based in the Philippines, the voice-based or the traditional call center sector has one of the lowest profit margins.

Even Indian BPO firms have long realized that their competitiveness--and fatter profit margins--could be best realized in the non-voice sectors, including financial, legal, medical engineering and editorial services, among others. 

Among several permutations of the BPO business model is to have the low-end call center services in the Philippines, which has cultural affinity with the mostly American clients, while the up-market technical services are based in India. 

A multi-country model also bodes well for BPO firms concerned about managing their business' country risks.

The Indian industry group National Association of Software and Service Companies, or NASSCom, and the BPAP keep ties for partnerships and business exchanges.

Majority of the BPAP member firms still offer call center services but considers this as simply their entry point to get a biggest slice of the clients' more profitable non-voice services.   

Employment boom

Call centers may be low-end and low-margin, but for the Philippines it meant an employment boom. 

Crisostomo noted that the growing local BPO industry should not only translate to higher economic growth, but also more jobs.

In the call center sector alone, some 60,000 jobs will be up for grabs next year.

"We are hiring a lot," noted Bong Uichanco, Asia-Pacific sales director of BPO firm Stream Global Services.

The BPO industry has just released its latest roadmap, wherein its revenues and workforce are targeted to reach $25 billion and 1.3 million, respectively, from $9 billion and 500,000 today.

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Sutherland Global Services


I started my career in the BPO industry with Sutherland Global Services in Clakfield Pampanga back in 2008.  I was with them for 16 months & I have no regrets in my stay with them.  My learning began with them & I learned a lot during that stay.  I handled a technical account, Microsoft Zune which I enjoyed very much specially when it comes to monetary incentives based on performance.

Sutherland started in the Philippines in 2005, & with the 6 years of presence here, it now boasts of 13,000 strong employees nationwide.

Headed by its Chairman and CEO Dilip Vellodi, Sutherland was established in 1986.  It's a multi-national technology-enabled BPO services company providing integrated platform-based & analytics-enabled business cycle support solutions for major industry verticals & global industry leaders.  Headquartered in Rochester, N.Y., Sutherland is one of the world’s largest pure-play BPO companies employing over 30,000 professionals across 33 global delivery centers & business operations located in the United States, Canada, Mexico, Colombia, India, the Philippines, the United Arab Emirates, Bulgaria, Egypt, & the United Kingdom.

If you want to know more about them, you can check their website HERE.

The following are their offices/contact numbers here in the Philippines:

MANILA - TAGUIG  
Total Corporate Center, Triangle Drive cor. 10th Avenue
Bonifacio Triangle, Bonifacio Global City, Taguig
+632-459-2939

MANILA - MAKATI
Export Bank Plaza, Export Bank Drive corner
Chino Roces Ave., Makati City
+632-459-2939
Camarines Sur  
IT Park, Provincial Capitol Complex, Cadlan
Pili 4418 Camarines Sur
+632-459-2900 ext. 282-883

CLARK  
The Plaza Building, Jose Abad Santos Avenue
Berthaphil II, Clarkfield Pampanga
+632-459-2965

DAVAO
Building B, Luisa Complex, Jacinto Extension
Davao City
+632-459-2900 ext. 282-866

TARLAC
Tarlac IT Park II, Ninoy Aquino Highway
San Isidro, Tarlac City 2300
+632-459-2900 ext. 282-803


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Call Center Job Interview Tips



BPO (Business Process Outsourcing) is the trend among large companies nowadays that's why more & more call centers have been emerging like mushrooms in the Philippines.  If you are jobless, you might be thinking of applying at one of these BPO companies.

I've been in the industry for almost 3 years now.

Here are my tips on to how to successfully pass the Initial Interview.

An initial interview can be done over the phone or in person.  Usually, you will be asked by the interviewer some 3-5 questions about you.

Common Questions:

“Tell Me about Yourself”

At this point, the interviewer is looking at your resume, thus, there’s no need to repeat everything you wrote on your resume.

Tip: Give answers that would say more about your character as a person:

    “I’m the kind of person who enjoys working with different kinds of individual.  I love variations & I can appreciate individuality.  Working with different kinds of people has always been a challenge to me.  And I like challenges.  It keeps me going.”

Wrong Answer: Beginning the answer with “I am (insert name here) & I live in (insert address here).  Meaning, stop telling what’s obviously written in your resume.


The Interviewer's Side


The interviewer will focus on questions that look for evidence of call center-related competencies or questions that would measure your capability to work with different kinds of individual or your customer service skills.  You may be asked to give specific examples of when you have shown the required competency in your previous jobs.


More possible questions:

    How do you usually spend your weekends?
    Do you watch movies? If yes, what kind of movies do you like?
    Why do you want to work in a call center?
    What do you know about our company?

More Tips: Being nervous is inevitable especially if it's your first time to apply for a job.  But as much as possible don't show it.  Take a deep breath whenever you start answering questions.  Smile at the interviewer every once in a while.

After the Initial Interview, you will be transitioned to the next stage which is Assessment or Examination part.  Then, if you get to pass the Exam you will be scheduled for a Final Interview.

More tips to come on the next stages of the recruitment process.
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Convergys Corporation is Among the World’s Top 5 Outsourcing Companies



Cincinnati-based Convergys Corporation, a global leader in relationship management which has extensive outsourcing operations in the Philippines, announced that it has been named one of the Top 5 outsourcing companies in the world.

The International Association of Outsourcing Professionals bestowed this distinctive honor on Convergys in its annual ranking of the world’s Top 100 providers of outsourced services.

The IAOP looked at many criteria, including size and growth, global presence, customer experience, company recognition, employee development, and management capabilities, to determine Convergys’ Top 5 ranking for this prestigious honor.

In addition to Convergys’ Top 5 ranking, the IAOP also named Convergys to the Best 5 Leaders list for Sales services.

From a single contact center which opened in Manila in 2003, Convergys now has 15 contact center facilities in the Philippines with eight located throughout Metro Manila, four in Cebu City, one in Bacolod City, one in Santa Rosa, Laguna, and another under construction in Baguio City, its first in Northern Luzon. With a workforce nearly 30,000-strong, Convergys is one of the Philippines’ largest private employers.
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Philippines Lifted By Outsourcing Boom


The Philippines’ fast-growing business-process outsourcing industry has turned the Asian nation into a major center for off-shored information tech services. The country recently passed India as the world’s top outsourcing destination, according to a report by the services arm of International Business Machines - which has a major presence in the country. 

The outsourcing industry has become a major driver of employment growth, highlighted by the presence of major IT services companies such as IBM, Accenture and Convergys.

However, that growth has come at a cost, as the industry and the Philippines struggles with social issues among young workers who sleep during the day and work at night — and for whom happy hour is 6 a.m.
“Ten years ago, we had maybe about 25,000 people in the industry,” said Jose Mari Mercado, business development director at Convergys in the Philippines, who said that number reached about half a million last year. 

“The interest in the Philippines has really grown tremendously in the last five years,” he added.
While business outsourcing is typically associated with call centers, the industry actually covers a range of IT services, including customer relations, human resources, accounting and even more specific functions, such as mortgage processing. 

In 2010, the Philippines’ IT and business process outsourcing grew 26% to $8.9 billion, according to the Business Processing Association of the Philippines. Workers and professionals employed by the industry grew by 24%, the industry association said. 

Globally, outsourcing is expected to grow at an annual rate of 5.3%, reaching $191 billion in 2015, according to an IDC report. 

“The BPO services landscape has crossed the chasm and is now poised to significantly impact the efficiency of a customer’s operations,” analyst Mukesh Dialani said in a statement.
Last month, Standard & Poor’s issued a neutral outlook on the overall IT consulting and services, citing “an elevated level of caution on spending on IT services that were more discretionary in nature.” But S&P, citing data, also pointed to “pockets of strength” including projected growth in business outsourcing.

For those who wants some stock market numbers, read the rest of the story HERE. 
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