Ccs 4 Day 1

Customer Service
St. Peregrine Institute

Delivering Quality Customer Services
Prof. Rhayan Ramos De Castro
Lesson 1: The BPO / Call Center Industry

This subject is designed to orient you on
This
thesubject is functions
essential designed and
to orient you
specific on the
tasks
essential
involvedfunctions andProcess
in Business specific tasks involved
Outsourcing
in(BPO).
Business Process Outsourcing (BPO).
St.St.
Peregrine Institute
Peregrine Institute
Communicating Effectively
Communicating Effectively InInEnglish
English
The quality of service is of utmost importance in
the Business Process Outsourcing world.
This subject is designed to orient you
Overall customer satisfaction is determined byon
the essential functions and specific tasks
the quality of your service. Improved customer
involved in Business Process Outsourcing
experience later on builds lasting and profitable
(BPO).
relationships which is one of the many
advantages of a quality customer service.
St.St.
Peregrine Institute
Peregrine Institute
English
Furthermore, it will enable you to gain the
necessary skills and the right attitude in
transmitting and/or receiving calls from the
This subject is designed to orient you
customers, handling customers’ complaints, on
providing after-sales support and documenting
events.
(BPO).
St.St.
Peregrine Institute
Peregrine Institute
English
At the end of this semester, you are expected to:
the essential
1. describe functions
the functions and specific
and processes involved tasks
in a BPO /
Call Center industry;
2. transmit / receive calls from customers;
(BPO).
3. handle customers’ complaints accordingly; and
4. provide after-sales support and document events.
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Peregrine Institute
Peregrine Institute
English
The world adapts to the fast-paced developments brought about by
globalization and technological advancements. As a result, major changes in
This subject
the industries introduced is designed
various means totominimize
orientor you
reduceon
production
expenses while maximizing profit.
This isinvolved in Business
one of the many reasons whyProcess
companies Outsourcing
channel the processes of
their production or service to third-party clients which lead to the birth of
BPOs.
(BPO).
St.St.
Peregrine Institute
Peregrine Institute
English
people who are current or potential
buyers, subscribers, account owners
This subject is designed to orient
or patrons you on
of the industry who enters
the essential functions
into and specific
transaction with tasks
you through
information technology (IT) assisted
involved in Business devices
Process Outsourcing
like computers, telephones and
(BPO). mobile phones.
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Peregrine Institute
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English
refer to companies you will represent.
(BPO).
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Peregrine Institute
Peregrine Institute
English
the essential functions and
are job specific
titles tasks
of personnel who assist
involved in Business customers
Process Outsourcing
(BPO).
St.St.
Peregrine Institute
Peregrine Institute
English
It refers to the management of one
the essential functionsor and specific
more specific tasks
business
processes or functions by a third
party.
(BPO).
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Peregrine Institute
Peregrine Institute
English
the essential functionsHere,
and youspecific tasks
hire a separate company
or firm to handle business
activities for a company.
(BPO).
St.St.
Peregrine Institute
Peregrine Institute
English
It is the delegation of one or more
IT intensive business processes to an
the essential functions and
external specific
provider that, intasks
turn, owns,
involved in Business administrates
Process Outsourcing
and manages the selected
process based on a defined and
(BPO). measurable performance metrics.
St.St.
Peregrine Institute
Peregrine Institute
English
Why Outsource?
Perceived Benefits of Outsourcing:

 Reduced or controlled operating costs
 Reduced
This subject
labor cost is designed to orient you on
 Higher level of service for the same or even lower cost service
the essential
 Allows functions
you to focus on and specific tasks
your core business
involved
 Gives you accessin Businessexpertise
to world-class Process Outsourcing
and those not available
internally
(BPO).
 Provides enhanced efficiency and productivity
 Predictability of costs
 Utilization of common applications; freeing up of some financial and
human capital.
St.St.
Peregrine Institute
Peregrine Institute
English
The benefits that BPO industry contributes to
the economy may be quantified in terms of
money and it can be from billions to trillions
of dollars.
IT-BPO industry in the Philippines was

This subject is designed to orient you on projected to increase from US$500 billion in
2009 to US$1.5 trillion in 2024 (Tholons, 2011)
The Philippines, call centers are widely
known and accepted as one of the leading
job providers in the country.
(BPO).
IT-BPO revenues for the Philippines reached
US$11 billion and 640,000 direct employees
in 2011.
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Peregrine Institute
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English
1992
1997
CYBER CITY CLARK
1999
The Philippines is an important offshore player driven by several
factors such as the following:
1. increasing government support on IT investment

2. large pool of graduates with English communication skills
and knowledge in ICT
3. reliable and reasonably-priced telecommunication
infrastructure
4. low-cost high quality locations, growing buyer trends on
outsourcing
Task 1: Business Process Outsourcing – Worksheet No. 1
Task 2: BPO Industry in the Philippines- Worksheet No. 2

Take down notes as you watch. Gather data
on the following:
A. Why do Filipinos go to the call center

industry?
B. What are the perceptions of the different
call center agents interviewed regarding
their work?
C. What are the effects of their call center
culture on their personal lives?
D. What are the advantages of the Filipino
call centers compared to their
competitors?
E. What is the implication of the BPO industry
in the Philippines economy?

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Customer Service

St. Peregrine Institute

Lesson 1: The BPO / Call Center Industry

Perceived Benefits of Outsourcing:

IT-BPO industry in the Philippines was

CYBER CITY CLARK

1. increasing government support on IT investment

Task 2: BPO Industry in the Philippines- Worksheet No. 2

A. Why do Filipinos go to the call center

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