We would like you to find us an English talking Call center in the
Philippines , capable to handle Inbound teleservices ( AFTER SALE
CUSTOMER CARE ) from 10 pm to 8 am US Eastern Time (DAY TIME in the
Philippines,it makes it easier for them ). We are in the telecom
business , and would like to pay around 4.5 usd / hour /agent . We'll
need +/-100 agents answering the phone.
WE NEED YOU TO FIND US PEOPLE CAPABLE TO MEET THOSE SPECIFIC TERMS
, NOT ANY CALL CENTER IN THE PHILIPPINES.
Thanks ,regards. |
Request for Question Clarification by
easterangel-ga
on
21 Jun 2005 13:49 PDT
Hi!
I am a Filipino and would like to help you with your requirements. I
would just like to address the specific issues of your question:
a. "We would like you to find us an English talking Call center in the
Philippines..."
Philippine call center agents undergo rigorous training in English
before they take the floors and get live calls. Plus Filipinos take
english subjects from preschool until college.
Almost all Philippine Call Centers can provide you with skilled
english speaking agents (maybe better than other countries). In fact
the ability of speaking clear english is one of the attractions
companies relocate their call center needs in the Philippines. So this
is almost already a given in the Philippines.
---------------
b. "...capable to handle Inbound teleservices ( AFTER SALE CUSTOMER
CARE ) from 10 pm to 8 am US Eastern Time (DAY TIME in the
Philippines,it makes it easier for them )"
Call centers in the Philippines operate 24 hours a day. I have friends
working in this industry and this is the reality of call center
companies here. Most have "inbound" customer care services as well.
---------------
c. "We are in the telecom business , and would like to pay around 4.5
usd / hour /agent . We'll need +/-100 agents answering the phone."
This is an issue that you have to settle with individual call center
companies yourselves. Pricing and manpower requirements are usually
put in fine print and are dealt with after extensive negotiations.
Google Answers Researchers obviously cannot represent your interests
to each and every company as well as you could.
Taking into consideration A & B requirements only, it seems these are
pretty general and standard services that Philippine Call Centers
provide. Would a list of Philippine Call Centers be enough as an
answer at this point? Or would you have any other requirements aside
from the ones above.
Thanks!
|
Clarification of Question by
seapresi-ga
on
22 Jun 2005 06:21 PDT
Thanks for your clarification request ,
NO , a list of Philippine call centers will not be enough at all .
Let us please clarify the following points :
1/ SIZE : We don't need you to send us a list of call centers
including those that would not be able to have 100 agents answering
our customers calls in a very short period of time ...( 60 days for
set up + 10 days for training with our people )
2/ INBOUND : We don't want you to send us a list of call centers
without excluding those that can't handle Inbound teleservices. In
your answer you said ".. most have inbound .." . Well it's not enough
: we need the ones that have it for sure .
3/ Pricing : We don't want you to send us a list of call centers
without excluding those using a pricing policy other than the per
hour / per agent billing policy , and not willing to accomodate
themselves to our princing policy ...
And our target of around 4,5 usd /per hour / per agent is important ,
we don't need you to refer us to call centers that charge a lot more
than this ...
SO YES , WE THINK YOU'LL HAVE TO DO YOUR HOME WORK FILTERING THIS LIST .
And then we'll take care of the rest of the negotiations.
ANYWAY ,IF YOU THINK YOU ARE NOT ABLE TO HELP US ON THIS ONE , LET US
KNOW ASAP PLEASE .
Thanks for your time , your tip will be accordingly to your efforts...
regards,
|
Request for Question Clarification by
easterangel-ga
on
22 Jun 2005 07:51 PDT
Thanks for your reply!
I hope another researcher can help you with this since I am not able
to accomplish the task.
Sincerely,
Easterangel-ga
|
Request for Question Clarification by
leapinglizard-ga
on
22 Jun 2005 09:46 PDT
I can help you with this. I will begin searching for suitable call
centers immediately and will update you in the coming days on my
progress.
leapinglizard
|
Request for Question Clarification by
hummer-ga
on
23 Jun 2005 05:22 PDT
Seapresi, just a note to let you know that I should have some news for
you today. I began researching your question shortly after you posted
it and after making a list of possible call centers which may meet
your needs, I began contacting them. It soon became clear that
although most call centers readily offer inbound services and 100
agents were also available, the time frame (60 days + 10), the per
hour/seat, and the price proved to be more difficult. However, I must
say that I have been impressed with one company's excellent customer
service and flexibility and I think it would be worth your while to
speak with them. Before I send you to them, I'd like to confirm that
your per hour price of $4.50 does not include the Telco and if not,
could you please revise your ball-park price to include it?
Will look forward to your reply,
hummer
|
Hi seapresi,
I'm so confident that Blue Media Communications, Inc will meet your
needs, and to avoid further delay, I've decided to go ahead and post
the contact information for them.
Blue Media Communications, Inc
10-B Salcedo Towers
165 H.V. Dela Costa St.
Salcedo Village, 1227 Makati City, Philippines
Telephone +63-2-844-7952 / +632-2-844-7983
Facsimile +63-2-844-7954
Email: darnel@bluemediacomm.com
http://www.bluemediacomm.com
Blue Media owns:
Xcelerate Center, LLC
600 Wilshire Boulevard, Suite 1247
Los Angeles, CA 90017 USA
Tel. (213) 807-2211
Facsimile +1-213- 426-6581
URL: http://www.xceleratecenter.com
Your parameters:
1) SIZE (100 agents): yes
2) TIMEFRAME (60 days + 10): yes
3) INBOUND: yes
4) PER HOUR PER AGENT: yes
5) PRICE:
Given that this is a public forum, it would not be ethical for me to
post an unadvertised offer so therefore the only way for you to really
be able to evaluate their proposal is to contact them. The initial per
hour/seat price that they have come up with is higher than your stated
price of $4.50 but it is inclusive of the Telco and agents (all in).
To contact the person I have been communicating with, send an email to:
Darnel Sarmiento
darnel@bluemediacomm.com
Put "RE: Enquiry - rate scale" in the subject field
Tell him "Patricia" sent you and you are interested in the details of
his proposal. If you give him your phone number, he will call you
back.
I can't emphasize enough how cooperative he has been. He has answered
all of my emails promptly and has kept me well informed while he
discussed your needs with his partners. If their call centers are run
like their customer service, I'm sure your customers will be well
looked after.
If you find that Blue Media doesn't meet your needs, please post a
clarification request and I will be happy to reply.
Thank you and good luck with your negotiations. I hope I have been
able to pave a smooth path for you.
Sincerely,
hummer |
Request for Answer Clarification by
seapresi-ga
on
25 Jun 2005 06:24 PDT
Dear Hummer ,
Thanks for your quick answer , but we would like you to give us at
least 3 options ( 3 call centers ) matching our needs . We must have a
clear and global idea of the call center industry in the Philippines
before taking our decision to move further .
Your tip will be acordingly to your efforts !
thanks again,
regards.
|
Clarification of Answer by
hummer-ga
on
25 Jun 2005 09:03 PDT
Dear seapresi,
You're welcome, but I can assure you, researching your question did
not seem "quick" at this end!
There is no indication in your question that you required more than
one call center. Your subject is "Call center in the Philippines" and
you mention in the description, "We would like you to find us an
English talking Call center". In your clarification to
easterangel-ga, you stated that, " SO YES , WE THINK YOU'LL HAVE TO DO
YOUR HOME WORK FILTERING THIS LIST .And then we'll take care of the
rest of the negotiations."
I began making a list and filtering it Tuesday morning and making
initial enquiries by the end of the day. Wednesday I made more
enquiries and communicated back and forth with Darnel from Wednesday
morning into Thursday until I was finally able to post my answer
Thursday afternoon.
It would be impossible (as far as I can see, anyway) to find two more
call centers which meet all of your requirements merely by reading
their websites. They do not have nice charts or tables with all of
their policies and rates to refer to, either online or offline. It is
a matter of negotiating, which really needs to be done by you (it was
difficult for me to do, given the information I had on hand).
Given that asking me to find two more call centers for a global
perspective is going beyond what you set out in your initial question,
I would suggest that you close/rate this question if you want to and
post a new one (which will open it up to all researchers), indicating
that you require at least two call centers to gain a global
perspective of the industry in the Philippines (getting a global
perspective would probably require a slightly different research
approach than I undertook). If I hear back from at least two of my
other enquiries (their initial replies won't be "yes, we can meet all
of your needs", but rather, "let's talk and we'll see what we can do
for you."), I'll lock your new question and begin work once again.
Sincerely,
hummer
|
Request for Answer Clarification by
seapresi-ga
on
26 Jun 2005 03:41 PDT
Dear Hummer ,
We will close / rate on tuesday . Meanwhile please send us at least
the list of the people you felt could meet our needs (or even the
hole list as Easterangel suggested. )
thanks,regards.
|
Clarification of Answer by
hummer-ga
on
26 Jun 2005 07:52 PDT
Seapresi, since leapinglizard-ga already offered to make a list of
suitable call centers for you, it would be fairer to post a question
"for leapinglizard-ga".
I'm sorry if I in any way misunderstood your question. I tried my best
to find a call center which met all of your requirements and I wasn't
aware that you were looking for an overview of the industry in the
Philippines. Just to be clear, the only way to insure that a call
center meets all of your requirements is to contact them. Just one
communication is not enough because, for example, if they normally
quote a price per seat per month rather than per hour, ongoing
negotiations may yield a per hour price.
Please let me know if you would still like me to compose a list for
you but leapinglizard-ga did offer to give you what you are asking for
now, and posting a question for him would be appropriate.
Regards,
hummer
|
Clarification of Answer by
hummer-ga
on
26 Jun 2005 12:48 PDT
Hi again,
According to the following article, the Philippines has 40 call
centers and 35,000 agents.
"Approximately 35,000 people are employed in over 40 call centers
across the Philippines"
http://was4.hewitt.com/hewitt/ap/resource/rptspubs/hewittquart/HQ_12/articles/globe_source_asia.html
Doing a Google search using the terms: philippines "call centers",
will bring up many similar articles which should give you a feel for
the call center industry in the Philippines.
://www.google.ca/search?q=philippines+%22call+centers%22&num=100&hl=en&lr=&as_qdr=all&start=200&sa=N
As far as I know, all of these call centers offer inbound services.
Business Beanstalk
Fax: (650)249-0107
Business Beanstalk US Mailing Address:
955 Black Mountain Road
Hillsborough, CA 94010
Business Beanstalk Philippines Mailing Address:
Goldloop Towers
7th Floor Building B
One Goldloop Plaza
Ortigas Center, Pasig
Metro Manila 1600
http://www.businessbeanstalk.com/
Call Center Operations
Clark Philippines 1-800-254-4550
Email: info@cctll.com
http://www.cctll.com/cctl_services.htm
Call Center Philippines Outsourcing
Global Sky
8th Floor, Hanston Building
Emerald Avenue, Ortigas Center
Pasig City, Philippines 1605
877-545-6338
213-943-5241
Sales: sales@global-sky.com
http://www.global-sky.com/
Callworx Philippines, Inc.
Unit 8A, 8/F Hanston Building
Emerald Avenue, Ortigas Center
Pasig City, Philippines 1605
Phone : +63 2 637 0840
Fax : +63 2 637 0810
E-Mail : info@callworx.com
sales@connect2inc.com
http://www.callworx.com/contact/contact.htm
C-Cubed
Eastwood Contact Center
# 1 E-Commerce Avenue, Eastwood City
Cyberpark, E. Rodriguez, Jr. Avenue,
Libis, Quezon City 1110, Philippines
Call us at (632) 434-5300
Or Fax us at (632) 434-5122
info@c-cubeservices.com
Connect2inc
8th Floor Net One Center
26th Street Cor. 3rd Avenue
Crescent Parkwest,
Bonifacio Global City, Taguig, Metro Manila
sales@connect2inc.com
Philippines 1634
+632 811 7400
http://www.connect2inc.com/services.htm
ePacific Global
Orient Square
14th & 17th Floor, Orient Square Building
Emerald Avenue Ortigas Center
Pasig City, 1605
Philippines
Tel No.: (632) 687-4780 / (632) 687-9215
Fax No.: (632) 687-0474
sales@epacificglobal.com
http://www.epacificglobal.com/contactus.html
Epixtar
http://www.epixtar.com/contact.asp
http://www.epixtar.com/
eTelecare
To request more information about eTelecares services, please complete
the form below,
email us at info@etelecare.com or call us toll free at (877) 375-0002.
http://www.etelecare.com/contact_us.html
Locations:
http://www.etelecare.com/about/locations.html
eTelecare:
"Pricing for the service is usually structured per call.
Holley says per-call pricing is much better than per-subscriber,
because it keeps the outsourcer in control. To charge per
subscriber, an outsourcer has to increase the price to cover risk.
"There are a bunch of things driving the number of calls that are not
in the outsourcer's control, so in order to protect himself, he has to
charge a higher price," he says."
http://www.isp-planet.com/services/custsupport/etelecare.html
Immequire, LLC
Manila Contact Center
11th Floor The Peak Tower,
107 L.P. Leviste Street,
Salcedo Village, Makati City
Philippines
Phone: 1-888-835-2674
http://www.immequire.com/services-crs.asp
IPMAC
8/F RCI BUILDING
RADA STREET
LEGASPI VILLAGE
MAKATI CITY
METRO MANILA
12000
PHILIPPINES
TEL: +63-2-750-5197
FAX: +63-2-750-5196
http://www.ipmac.com.ph/contact.htm
http://www.ipmac.com.ph/services.htm
PeopleSupport
http://www.peoplesupport.com/contact.asp
http://www.peoplesupport.com/
PNI
Unit 210, 2nd floor Strata 2000
Emerald Avenue, Ortigas Center
Pasig City, Philippines
+632 631 5206 / +632 687 7498
Email: inquiry@hellopni.com
http://www.hellopni.com/our-services.html
Qinteraction
NATE VINCE
USA Sales Office
NateVince@Qinteraction.com
Cell: 1-510-366-6076
http://www.qinteraction.com/
Software Ventures International
Philippine Office
Software Ventures International
6th Floor JMT Building
ADB Avenue, Pasig City
Tel: (632) 6338788
Fax:(632) 6338798
http://www.svi.com.ph/contactus.htm
http://www.svi.com.ph/services.htm
SYKES
Asia/Pacific Headquarters
Manila (Makati)
Sykes Asia Inc.
26th Flr. Robinsons Summit Bldg.
6783 Ayala Avenue
Makati City, Manila 1200
The Philippines
Phone: +63 2 849 9398
Fax: +63 2 849 9396
http://www.sykes.com/
I hope that helps!
hummer
|
Clarification of Answer by
hummer-ga
on
26 Jun 2005 12:55 PDT
Sorry, here's C-Cube's link (Customer Contact Center, Inc.):
http://www.c-cubeservices.com/
|
Request for Answer Clarification by
seapresi-ga
on
27 Jun 2005 04:49 PDT
Dear Hummer ,
In your last email you said "...Please let me know if you would still
like me to compose a list for you..." . IS THIS THE LIST YOU WERE
TALKING ABOUT ?
If not , so YES we would like you to compose a list for us.
thanks again ,regards.
|
Clarification of Answer by
hummer-ga
on
27 Jun 2005 08:02 PDT
Hello seapresi,
I think you will find the following interesting (remember, Blue
Media's rate includes Telco).
"The largest expense in a call center is the agent labor cost. Agents
off-shore will earn $2-$4 per hour at a off-shore call center,
compared to $7-$12 per hour at a US based call center. This savings
translates to lower costs in the hourly rate, per minute charges, or
price per close fee they may charge. You may see hourly rates of
$7-$16 per hour from off-shore firms, where US rates are more in the
range of $20-$26 per hour."
http://www.freecallcenterquotes.com/off-Shore.php?source=google&campaign=010129
Here are five more centers to add to my list -
Ambergris Philippines
31/F Discovery Center
25 ADB Avenue, Ortigas Center
Pasig City 1605 Philippines
Tel: 800-306-1586
Fax: 866-275-5727
http://www.ambergrissolutions.com/
Five9 Philippines
Tim Keefe, President
2nd Level Celebrity Sports Plaza
Capitol Hills, Diliman
Quezon City
Phone: +632 951-3781
Fax: +632 951-3525
Mobile: +63 917-855-6125
E-mail: philippines@five9.com
http://www.five9.com/features/
Pacific ConneXion
MAKE THE CONNEXION @ 1.800.314.0PCX (0729)
http://www.pacificconnexion.com/About_Us/contactus.htm
http://www.pacificconnexion.com/
Practical Outsourcing LLC
2005 North Daniel St., Suite 202
Arlington, VA 22201-4140
Toll Free Tel.: (866) 820-6493
FAX: (270) 458-0122
Email: info@practicaloutsourcing.com
http://www.practicaloutsourcing.com/HTML/Leadership.html
TelePerformance
Pasig City, Manila
offshore@teleperformanceusa.com
http://www.teleperformanceusa.com/offshore/philippines.html
That's 22 inbound centers in all, I doubt if I could find many more
than that. Hopefully your negotiations with Darnel will prove fruitful
and your search will be over.
Sincerely,
hummer
|
