Thursday, December 14, 2017
Office space market sees growth in 2018 on back of BPO resurgence
MANILA, PHILIPPINES — The office property market is expected to continue expanding next year with a resurgence of the information technology-business process management (IT-BPM) and growth of the offshore online gaming industry.
David Leechiu, chief executive officer of Leechiu Property Consultants (LPC), said they are anticipating a “dramatic resurgence” of the IT-BPM industry in 2018 resulting from reaffirmed relations with the US and the approval of the bicameral version of the comprehensive tax reform law, which is friendly to the IT-BPM industry.
Leechiu noted the recent upgrade of the country’s credit rating is also a positive development.
“A handful of the world’s largest companies by market capitalization are in final stages of setting up shared services operations that will be employing tens of thousands of Filipinos, which will assure the world that all is well in the Philippines,” he said in a press briefing on Tuesday, Dec. 12.
Leechiu said there is a “very good chance” that Metro Manila office take-up would reach 800,000 to 850,000 square meters in 2018.
Metro Manila office take-up rate is forecast in 2017 to register at an all-time high of 750,000. As of end-November, take-up was at 728,305 square meters.
“The exponential growth from the offshore online gaming industry fuelled robust office demand and more than made up for a slack from the IT-business process manufacturing industry,” he said.
Leechiu further said online gaming expanded by 306 percent from only 56,700 square meters in 2016 to 230,102 square meters as of the end of November.
IT-BPM take-up, on the other hand, was 28-percent less at 347,660 square meters as of November from 485,100 square meters in 2016.
Online gaming firms took up spaces mostly in Bay City, the business districts rising along Manila Bay. Bay City accounted for 67 percent of all online gaming take-up as of last month.
Meanwhile, vacancy rate across Metro Manila registered at a manageable 6.62 percent. – Leslie Gatpolintan
source: interaksyon.com
Saturday, October 14, 2017
BPO industry’s increasing shift to automation worries call center agents, impacts women more
BAGUIO CITY – The government continues to tout the business process outsourcing sector as a key growth driver and jobs generator, but has not done much to stem the danger of job losses as many big businesses, especially foreign clients, shift to automation, an industry leader said.
According to BPO Industry Employees Network (BIEN) spokesperson Mylene Cabalona, the IT-Business Process Management (ITBPM) has reported the alarming impact of automation on jobs, given that at present BPO workers do not enjoy security of tenure even if they are considered regular employees.
According to the ITBPM, employment in the low-end services will be slashed by at least 43,000 due to the shift to automation. The International Labour Organization (ILO) paints a dimmer picture – citing that 89% of BPO workers in the Philippines are at high risk due to the change in technology.
“Companies implement many schemes in order to ‘manage out’ employees when necessary. Workers are forced to resign or their companies render them floating for months with no pay when clients pull out from vendors, even if the company is continuously hiring for other clients. With the projected job losses due to automation, the situation can get worse and massive,” Cabalona said.
The group underscored the precarious nature of jobs and the vulnerability of the BPO industry itself. “The possible impact on jobs and workers of this shift to automation also exposes how insecure jobs are in the BPO industry and even the industry itself. It is heavily reliant on foreign markets and changes, outside of our control. The danger is the government seems to depend on BPO industry to generate employment, however precarious. If the government is serious at securing decent jobs for the people, then it should look into developing more robust industries to create jobs,” Cabalona said.
No unions
The group noted that since trade unions in the BPO Industry are virtually non-existent, BPO employees do not have a voice, are unable to defend their rights, and are thus bound to suffer the consequences of automation.
“The shift to automation is ultimately driven by companies’ desire to further bring down its costs. And the disruptions due to the shift to automation do not pertain to business disruptions, because this shift will benefit companies more while livelihoods of thousands of Filipino workers and their families will be at risk,” Cabalona added.
The group is also worried that the shift from low-end services to middle and high-end services with automation will disadvantage more women working in the BPO industry. According to the International Labour Organization (ILO), majority of those working in the BPO sector are women but they are largely employed in low-paid and low-skilled jobs.
“Companies and the government should be reminded that it is first and foremost their responsibility to uphold and respect the right of workers to secure and decent jobs. The shift in technology should not mean displacement and burden for the workers. BPO workers are thus summoned to unite and take action to assert our rights in this context,” Cabalona added.
source: interaksyon.com
Friday, January 22, 2016
Acquire BPO aims to expand to 10,000 employees in the Philippines
MANILA, Philippines — Australian business process outsourcing company Acquire aims to add three thousand employees to its current operation in the Philippines in the near term.
Acquire Chief Executive Scott Stavretis said in an interview that from a present 7,000 workforce, he is aiming to expand to 10,000. Stavretis said such expansion may entail adding 3 more sites to their current nine in the Philippines.
“We have new locations that we are currently scouting. Last November, I was looking at different locations both here in Metro Manila as well as in other locations like Cebu,” Stavretis said.
Stavretis said that for the local BPO industry to grow, he is hoping to see more workers with language premiums such as in Spanish and European languages.
“The biggest challenge that we face is other languages, more so than different skills sets. English has always been the ideal solution, but in the European and Spanish market, that’s where the Philippines is going to have the most challenge rather than in new skill sets,” Stavretis said. “It’s a barrier. If the Philippines really wants to be the headquarters for ASEAN integration and to be the number one destination, and move the BPO into a single presence, then language is certainly going to be an issue
Stavretis said he is trying to lobby the Commission on Higher Education to have added language courses in different schools.
Acquire gobbled up Philippine BPO company Shore Solutions in November, 2014, adding 2,500 employees to its operations. Stavretis said they successfully integrated Shore to their operations during the first half of 2015. Most of the company’s clients are currently in telco, consumer retail, and finance.
source: interaksyon.com
Thursday, March 27, 2014
Aspect launches new software solution for BPOs
MANILA, Philippines — US-based company Aspect Software, Inc. has launched a new product that reportedly provides an end-to-end operational management system for business process outsourcing companies.
According to the company, the Workforce Optimization 8.0 software includes workforce management, quality management, and performance management capabilities.
“Aspect’s technology solutions are designed to work on an intuitive level providing companies the flexibility of operations and integrated customer service operations,” Jim Freeze, Aspect senior vice president and chief marketing officer, said. “Our products provide solutions that coordinate workforce processes while seamlessly elevating the level of service that is delivered… while developing a tighter integration between the front and the back office,”
Aspect said that they have also revamped the user interface of the new product to make it simpler and easier to navigate.
“Overall, the user friendly interface will lead to a broader use of the system with agents not shying away from using the more powerful but erstwhile complex work for optimization features,” Edwin Ong, Aspect director of marketing and channels, said.
Company officials said that they are hoping to tap the still huge growth potential of the BPO market in the Philippines.
source: interaksyon.com
Friday, January 3, 2014
Foreign demand for non-voice BPO service to increase, BSP says
MANILA - The Bangko Sentral ng Pilipinas (BSP) expects continued demand for information technology and business process outsourcing (BPO) services from foreign companies, with the gradual shift to non-voice segments seen to increase revenues.
BSP director Rosabel Guerrero said BPO revenues are expected to have increased by 15 percent to $13.34 billion in 2013 from $11.6 billion the previous year.
“We see continued demand for BPO, computer, information and other business services,” Guerrero said.
For this year, the BSP sees BPO revenues growing by 15 percent to $15.3 billion.
“We have been seeing the gradual shift to other segments of the BPO industry, including transcription, animation, back office transactions of financial and non-financial industry,” Zeno Abenejo, BSP Department of Economic Research director said.
Tourism receipts, meanwhile, are expected to have grown by 20 percent to $4.8 billion last year from $4 billion in 2012.
“We see more demand from foreign companies to reduce operational cost. There’s an increasing market share of IT BPO segments such as the non-voice segments,” Abenejo said.
“Basically, there’s a view that the economy will show more strength. As we have seen, data releases from major economies, there are issues of more recovery,” he said.
The BPO sector is expected to generate around 124,000 jobs a year from 2014 to 2016, Pasig Representative Roman Romulo said.
Romulo, who is chairman of the House Committee on Higher and Technical Education, said this would help address the problem of unemployment, especially among college graduates. He said the government was counting on BPO players to continue generating employment to help shore up the economy.
source: interaksyon.com
Sunday, November 10, 2013
Visayas BPOs lock down at height of 'Yolanda' wrath
MANILA - A number of business process outsourcing (BPO) companies in the Visayas temporarily stopped operations amid the onslaught of Typhoon ‘Yolanda’.
Information Technology and Business Process Association of the Philippines (IBPAP) president Jose Mari P. Mercado told InterAksyon.com that firms had to prioritize the safety of employees, who would have difficulty going to work amid the harsh weather.
"Some [companies] shut down, some went on lean operations. Our priority stays--safety and security of employees," Mercado said.
Some of the BPO industry's hubs in the Visayas such as Cebu and Iloilo were along the path of Yolanda--said to be the world's strongest typhoon this year.
Mercado said IBPAP has yet to assess the impact of Yolanda, but the sector was "definitely affected" by the typhoon.
Tampa, Florida-based Sykes Enterprises Inc said in a statement that the impact of Yolanda on its Philippine operations “has been immaterial, given the company’s disaster recovery planning and built-in redundant support infrastructure.”
“The company has been operating in the Philippines since 1997, and the number of typhoons and storms the archipelago experiences on average is roughly 20 on an annual basis,” Sykes noted.
Sykes has facilities in Metro Manila and Cebu.
Tuesday, October 29, 2013
US to levy $35 million fine on Infosys for 'fraudulently' seeking visas for workers
WASHINGTON--The US government plans to punish Indian outsourcing giant Infosys with the largest immigration fine ever for seeking visas fraudulently for workers at big clients in America, the Wall Street Journal reported Tuesday.
Infosys is accused of putting workers on visitor visas, which are much easier and cheaper to obtain than the correct work visas. The fine is expected to be about $35 million, the paper said, quoting people close to the matter.
A probe by the Department of Homeland Security and the State Department concluded that Infosys used easy-to-get B1 visas, which are meant for short business visits, to bring an unknown number of its workers to the United States for long-term stays, the sources were quoted as saying.
The fine will be announced Wednesday, the Journal said.
Infosys would not confirm details of the fine to AFP, but said in a statement earlier this month that it had reserved $35 million, including legal costs, based on talks with the US government over the probe, which was announced in 2011.
An Infosys spokeswoman said on Tuesday that they were "in the process of completing a civil resolution with the (US) government regarding its investigation of visa issues and I-9 documentation errors". She said the resolution had not been finalised.
With the alleged practice, Infosys could undercut competitors in bids for programming, accounting and other work performed for clients, the Journal said.
Infosys is known as an outsourcing company that does India-based computing and other technology services for Western clients, who have included Goldman Sachs Group, Wal-Mart Stores Inc. and Cisco Systems Inc.
But it also features thousands of US-based employees who develop and install software for accounting, logistics and supply-chain management in the retailing, finance and manufacturing sectors, the Journal said.
source: interaksyon.com
Tuesday, October 15, 2013
Earthquake shuts down Cebu BPO industry for a few hours
MANILA – Business process outsourcing (BPO) companies in Cebu have resumed operations hours after a strong quake struck many parts of Central Visayas this morning.
In a statement, the Contact Center Association of the Philippines (CCAP) said call centers in Cebu temporarily stopped operations this morning “to ensure the safety of thousands of employees.”
A 7.2-magnitude quake shook Central Visayas around 8:00 a.m., causing damage to many structures in the provinces of Cebu and Bohol.
Citing a report by the Cebu Educational Development Foundation for Information Technology (CEDF-IT), Information Technology and Business Process Association of the Philippines (IBPAP) president and chief executive Jose Mari P. Mercado told InterAksyon.com that there were “no reports of damage” so far among BPO companies operating in Cebu.
“Evacuations occurred, but [operations] back to normal now. All on heightened alert for aftershocks and prepared to evacuate if necessary. Safety of our employees is paramount,” Mercado said.
“Several buildings have been safely evacuated immediately after the earthquake and are undergoing structural assessments for safety by the building owners and their engineers. Re-entry into the buildings will only commence once the buildings have been cleared that they are safe,” CCAP president Benedict C. Hernandez said, adding that “the safety of contact center employees in the affected provinces is its number one priority.”
Cebu hosts about 100 BPO firms, while the rest of Central Visayas is home to about 20 companies, Mercado said. About 70,000 people are employed by Cebu-based outsourcing firms.
Most of the firms within the Cebu Business and IT Park are contact centers, which “have business continuity plans that we follow for such events… ensuring their employees are guided to ensure their safety and welfare,” Hernandez said.
Cebu City ranked 8th in global advisory firm Tholons’ 2013 Top 100 Outsourcing Destinations report.
source: interaksyon.com
Thursday, October 10, 2013
Healthcare BPOs pushing through with US roadshow despite shutdown
MANILA - The organization of Philippine call centers today said it will push through with a roadshow in the US despite its government's shutdown.
In a statement, the Contact Center Association of the Philippines (CCAP) said the roadshow in four major cities in the US will be held from October 20 to November 5, and is aimed at selling the Philippines as an outsource location for healthcare IT.
“Healthcare IT and information management are areas where Filipinos can excel because of our wealth of professional doctors, nurses and clinicians and our proven expertise in voice services,” said CCAP president Benedict Hernandez, who will join the roadshow of the Healthcare Information Management Outsourcing Council of the Philippines (HIMOAP).
The US market for healthcare information is seen to grow to $54 billion by 2015.
Josefina Lauchangco, HIMOAP president, called on contact centers to gear up for their entry to the highly lucrative US healthcare IT outsourcing market, which comprises 60 percent of the global market for healthcare IT.
She said Philippine healthcare business process outsourcing firms (BPOs) have already quadrupled since 2009 and will further grow to a $1-billion industry by 2016.
Driving this market’s growth is the US Healthcare Reform Bill, more popularly known as “Obamacare” after President Barack Obama.
Under the measure, more than 40 million Americans would become eligible for healthcare coverage. For a citizen to avail of healthcare benefits, they have to go through a tedious process of verification for eligibility, a service that can be outsourced to a company based offshore, such as the Philippines.
The US government spent $3 trillion for healthcare in 2012, representing 17.3 percent of its gross domestic product (GDP).
“In the next three years, four million new enrollees are expected to join the American healthcare system. This will further grow to 35 to 40 million by 2016," said Lauchangco.
Offshore outsourcing is the most efficient way to manage the growing requirements of healthcare IT, Hernandez said.
According to Lauchangco, five factors drive outsourcing: the urgent need to cut healthcare cost, an aging US population, the rise in the incidence of diseases, the demand for trustworthy and error-free healthcare delivery, and growing requirements for an integrated healthcare system.
As more Americans apply for Obamacare, Lauchangco said the demand for hundreds of helpdesks manned by healthcare professionals 24/7 will rise and provide outsourcing opportunities for Filipinos.
“We have an opportunity to build the Philippines as a differentiated brand of knowledge workers. This is an area that can withstand price wars and shield the country from economic downturns," Hernandez said.
CCAP has nearly 100 member-companies that account for 70 percent of contact center revenues in the country.
source: interaksyon.com
Tuesday, October 8, 2013
BPO industry hikes revenue, jobs targets
MANILA - The country's business process outsourcing (BPO) industry increased its revenue target for this year, citing greater interest in the Philippines as an outsourcing destination.
On the sidelines of the International Outsourcing Summit, Jose Mari P. Mercado, who is president of the Information Technology and Business Process Association of the Philippines (IBPAP), told reporters that the group hiked its 2013 revenue goal to $16 billion from the earlier forecast of $15.7 billion. The revised target is 21 percent higher than the $13.2 billion earned last year.
Mercado said employment will hit 960,000, higher than the earlier forecast of 925,000. The new jobs target is 23 percent more than last year's 777,000.
He cited strong partnerships among the private sector, the government and academe as among the drivers of industry growth.
Despite the upward adjustment in its 2013 revenue and employment projections, IBPAP is keeping its 2016 targets of $25 billion in revenues and 1.3 million jobs.
IBPAP chairman Danilo Sebastian Reyes told a press conference that the Philippines continues to attract BPO investments because the country can serve a wide range of requirements of different companies across different geographies, ranging from voice, call center services to non-voice, back office operations.
Citing a recent trip to the US, Reyes said, "There are pinpointed requests for the Philippines not only for contact centers but also high-value back office services."
"We've been quite successful at making the Philippines not only a call center but also a full-service IT-BPM provider," Reyes said.
"A lot of companies are now saying 'I want to outsource' and particularly 'I want to outsource in the Philippines,'" said Asheesh Mehra, head for Asia Pacific, Japan and the Middle East of Infosys.
Citing the efficiency of outsourcing work here, Mehra said the company has increased to 97 percent the share of locals in its Philippine workforce from 70 percent previously.
Mercado said new markets such as Japan are looking at Filipino animators and software developers.
A delegation of Philippine software developers that visited Tokyo last April was welcomed by a record 150 Japanese firms that showed interest in outsourcing work.
"One of the challenges for Japan is it's running out of people. We in the Philippines have these [human] resources," Mercado said.
source: interaksyon.com
Monday, September 24, 2012
Workers beg Romney to stop latest Bain outsourcing
Gaulrapp decided it was time to take a stand against outsourcing and the man he blames for the loss of his job: Republican White House hopeful Mitt Romney, who founded the private equity firm that owns the Freeport, Illinois auto parts plant.
Romney's ties to Bain Capital have burdened the Republican nominee's hopes of winning the November 6 election as Democrats unfavorably paint him as a corporate raider who pioneered the outsourcing of US jobs to countries with lower labor costs.
Romney denies the charge, but his claim to be a man who could revive the economy and boost the prospects of American workers rings hollow here.
Gaulrapp thinks it would only take a phone call from the candidate who's vowed to create 12 million jobs in the United States to save the 170 jobs at Sensata Technologies that are about to leave this already economically depressed town of 26,000.
"What we'd like is a miracle," Gaulrapp, who has worked at the plant for 33 years, said with a sigh that acknowledged how unlikely it is that his wish will be granted.
"We'd like Mitt Romney to come to Freeport, see what this is doing to this community, and contact his friends that run Bain Capital and say 'this is absolutely the wrong thing to do' and save our jobs."
The Romney campaign declined to comment on the situation at Sensata, but a spokeswoman contacted by AFP noted that the former Massachusetts governor retired from Bain in 1999 and his investments there are controlled by a blind trust, effectively nullifying his links to the firm.
Romney's campaign recently set up a website -- business.mittromney.com -- defending his record at Bain and the "thousands" of jobs he saved or created by "fixing companies that were broken and giving new companies a shot at success."
'A Taste of the Romney Economy'
But the situation in Freeport is a classic example of how what's best for a company is not always what's best for American workers, said Freeport Mayor George Gaulrapp, who is no relation to Tom.
"You can't keep sending your jobs offshore and still have a middle class," said the mayor.
Plant worker Pam Lampros, 53, is worried she's going to lose her home so investors like Romney can make a bigger profit.
"It just hurts after so many years of hard work and dedication," said Lampros, a 34-year veteran at the non-unionized plant who had hoped to retire from there.
"It's for corporate greed, more or less."
Sensata, which is majority-owned by Bain Capital, purchased the automotive sensors unit from Honeywell for $140 million in cash in January 2011.
With annual revenues of $130 million and valuable patents, the unit was a good buy. But with 75 percent of the revenue generated in Asia, it made sense to ship production to Sensata's facilities in China, the Netherlands-based company said.
"It's better to be closer to one's customers," Sensata spokesman Jacob Sayer told AFP, citing transportation and other logistical advantages.
Sayer acknowledged that the decision to shift production to China is "an unfortunately event" for Freeport and said he understands why it could be "difficult" for the workers to train their replacements.
He has no idea why -- or if -- the US flag was removed before the Chinese engineers and technicians arrived.
"We didn't request it. I can tell you that," Sayer said, adding that the company has been leasing the facility from Honeywell and has no involvement in grounds maintenance.
The workers have had nearly two years to prepare for the plant closure. Some have found new jobs and those who remained were given retention bonuses to help keep operations going until the last pieces of equipment are shipped elsewhere.
They got riled up in June when Romney visited nearby Janesville, Wisconsin and talked about how jobs were his top priority -- at the same time they were being told to train their Chinese replacements.
After months of pursuing Romney's campaign with protests and petitions, the Sensata workers set up camp in the fairgrounds across the road from the plant on September 12 in hopes of drawing more attention to their cause.
In a nod to both the "Hoovervilles" of unemployed workers that sprung up during the Great Depression and the Occupy Wall Street movement, about a dozen people have since been sleeping in tents staked into the cold, hard ground.
Mark Schreck, 36, a registered Republican, even brought his children a couple of times.
"This isn't a Republican issue or a Democrat issue, this is an American issue," he said, noting it is the second time his job has been outsourced to China, despite both operations being profitable -- just not profitable enough.
"We're in trouble. I'm not that old and when I grew up American industry and technology was huge. My folks and my uncles all worked in good jobs and retired from them," Schreck said as he sat by a smoking campfire on the windy fairgrounds.
"It's hard to grasp how bleak it is out there. I've been looking for work since last January and I'm not finding any."
source: interaksyon.com
Monday, July 9, 2012
Little First-Quarter Growth Seen for India Outsourcers, Recovery Hopes Fade
Analysts expect No.2 ranked Infosys Ltd., the only top-three vendor to provide a full-year forecast, to pare its revenue growth estimate for the current fiscal year to as low as 5 percent when it posts quarterly earnings on July 12.
The company in April had forecast 8-10 percent growth for the fiscal year ending March 2013, already disappointing investors enough to cut 13 percent of its market value on the day. It has gained about 2 percent since.
The National Association of Software and Service Companies, or NASSCOM, an industry lobby, expects the industry to grow exports by 11-14 percent in the current fiscal year that ends in March.
Customers continue to hold back discretionary spending due to the extended euro-zone crisis and the absence of unequivocal data that an economic recovery is under way in the United States, the Indian providers' biggest market.
"Hopes of a recovery in the second half are just that, hopes," said Apurva Shah, head of research at BNP Paribas Mutual Fund, which manages investments of about $750 million, including in the top Indian IT companies.
Due to the continued uncertainty in the demand environment and discretionary spending not coming through, the fund was "underweight" on the sector, Shah said.
FADING FAST
The sluggish global economy is prompting clients to demand more for every dollar spent. This adds to the pressure on billing rates on a commoditized set of services that Indian firms, competing with Accenture and IBM, rely on for the bulk of their revenues.
"The depressed situation in the west appears to continue to be of concern, but the hope is that they will recover slowly," Tata Consultancy Services Chairman Ratan Tata said at the company's annual shareholder meeting on June 29.
Shares of Infosys, which has a market value of about $25 billion, are down about 11.5 percent this year, while those of top-ranked TCS are up about 8.7 percent. By comparison, the main 30-share Bombay index has gained about 13 percent.
A weaker first half may have been factored in by the street, but "hopes for recovery in 2HFY13 are fading fast," Bhavin Shah, chief executive of Equirus Securities, said in a July 2 report. He has an "underweight" rating on the IT sector.
For the June quarter, analysts expect little or no sequential dollar-term sales growth for Infosys. The company may say sales grew 0.5 percent, Deutsche Bank analyst Aniruddha Bhosale said in a note. Bhosale, who advises clients pick TCS, expects it to report sequential growth of 2.6 percent.
Infosys is seen posting a profit of 23 billion Indian rupees ($413.71 million), compared with 17.2 billion rupees a year ago, while TCS is seen coming in at 29.7 billion rupees, 23.3 percent more than the year-earlier period, according to Thomson Reuters I/B/E/S.
The companies are expected to benefit from an 8.5 percent fall in the rupee during the quarter. However, analysts see some negative cross-currency effect due to the move in the euro and British pound versus the U.S. dollar.
"The rupee depreciating is not a reason good enough to play these stocks, as the outlook in terms of overall demand remains weak," Apurva Shah said.
($1 = 55.5950 Indian rupees)
source: nytimes.com
Sunday, April 1, 2012
Convergys Wins 2012 Service Award
MANILA, Philippines — Convergys Corporation one of the largest agent-assisted customer service companies in the world, has announced that Customer Relationship Management (CRM) magazine has recognized Convergys as the winner of its 2012 Service Award in the Outsourcing category.
Announced in CRM’s March issue, Convergys was chosen based on high marks in customer satisfaction, company direction and depth of services, and favorable analyst comments praising the company’s rich research division and investment in multichannel care, particularly social media.
“It is very rewarding to receive this recognition from industry analysts who truly understand best-in-class outsourcing practices,” said Nancy Pryor, Senior Vice President of Marketing, Convergys Customer Management. “Our high marks would not have been possible without the dedication and exemplary performance of our agents and staff who help our clients meet their business goals by providing a consistently satisfying service experience to their customers, regardless of contact channel.”
CRM magazine is a leading publication of the customer relationship management industry. Each year, CRM names one-winner and three leaders in each of eight categories using a proprietary selection formula. The overall award rating is based on a composite score of company revenues and analyst ratings for deployment costs, customer satisfaction, depth of functionality and company direction.
This is the ninth year CRM magazine has published this review of industry innovation and customer service success. CRM has previously recognized Convergys in the Outsourcing category in 2006, 2007, 2008, 2010, and 2011.
As a single-source provider of agent-assisted, self-service and proactive care, Convergys combines agent services, customer service research insights, innovative technology, and analytics to help their clients deliver consistently satisfying customer service experiences. Through customer care outsourcing and services to in-house contact centers, Convergys is helping clients build more effective relationships with their customers while driving increased revenues and cost savings.
Convergys Corporation is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
Convergys has approximately 70,000 employees in 69 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, Africa, and Asia, and our global headquarters in Cincinnati, Ohio.
source: mb.com.ph










