Thinking of Setting up a Call Center in Cebu? An Honest Look

Start up engagements are always a combination of a barrage of emotions, skill challenges, people and personality adjustments..it is a corporate mixed vegetable salad! But as you put your favorite dressing, you start enjoying the results of the mixture.

Let’s face it, call centers have been sprouting around the city. From major players with a 1,500 seat capacity to a 10-seater run in an apartment. A few successful businessmen with loads of money to spare immediately think of setting up a call center; Filipinos based in the US come to Cebu looking for similar opportunities as well as Americans, Australians etc. Some succeed, some don’t.

Why do others fail:

1. Does not understand the business- If you succeeded in the retail industry, the success factors are different in the BPO (Please – it’s NOT a case of comparing apples to apples!) . This is the common expectation of businessmen who venture into the call center business. Understand the business first before you join.

2. Partnered with the wrong partners- an American client of ours first contacted a Cebu based lawyer to help him out with his documentation. Not only did the lawyer charge exorbitant fees,  the construction cost of his center was almost tripple the going rate. He almost wanted to pack his bags to go back to the US. That would have meant an employment opportunity lost for almost 100 call center agents. Lots of “documentation and construction repair” had to be literally done to continue with the business. At least there was a happy ending. We always tell investors to be careful with choosing their local contacts, too many people have been swindled out of their money.

3. NO due diligence – there was an unfortunate story of a center who heavily invested in their infrastructure after the promise of their foreign contact for account or campaigns. Well, your guess is as good as mine, they never heard of their foreign contact again. Again, it is important to get background checks on your contacts. DO NOT be carried away by promises of high paying campaigns, it may or may not be true and the lessons learned do not come cheap at all.

4. Cultural misunderstanding- I worked in the US for several years and I remember how I adjusted to the US work culture and ethics. Well, I wish a few of our foreign friends will do the same. I have seen some who are so eager to set their business up, refusing to even understand or research ahead of time how best a foreign culture blend with the local. This has caused many misunderstanding, resignations from employees or worse, a complaint to the labor department.  On top of one’s TO DO LIST is to get a cultural briefing. What works in your country may not work out here!

5. Professionalism, professionalism, professionalism – A factor that drives employment attrition is the lack of management professionalism. If you don’t practice it in your organization, guess what? The next door call center is waiting for your agent with a ready to sign Job Offer.

A Most Rewarding Project

A major advantage of a team with a rich work experience is that it provides endless opportunities. From setting up call centers from scratch, to training inbound and outbound agents; the OCBI team does not limit its services to the BPO industry. So when a Cebu based manufacturing company needed help in setting up, they called on OCBI for help.

The whole project required long hours and a good manufacturing background. Both Claudette and Polly were able to easily adjust to a manufacturing setting both having worked in that same industry before. What made this management consultancy in Cebu meaningful is that most of the workers are people with different forms of disabilities. OCBI had to make sure that the implementation is 200% successful to ensure the sustainability of jobs for all the workers.

One of the first few activities we had with this project was to interview all the employees; it was the first time we had to interview at least 18 deaf mute workers. It was both challenging and fun as we had to get an interpreter to help us out; however it turned out very well as we all managed to overcome any form of communication barrier!

A significant milestone was raising the team’s productivity in only a month; constant mentoring and coaching were provided to the supervisors; operations processes were reviewed and modified as needed;  a renewed sense of urgency was seen so people were more aware of the financial impact of any form of production delays etc.

A Supervisory Training Series was also rolled out to make sure each supervisor is equipped with the skills and is aware of the successful behaviors needed to lead and manage a team. The training was well received, the attendees were very receptive and most eager to learn. This was a very encouraging progress.

Setting up the Human Resource side of the organization was another major task which involved creating the Performance Management System, Employee Handbook etc. training the company’s HR Manager to make sure that the processes that have been set up are properly implemented and sustained.

Just like any consultancy engagement, there is  a time limit to every project. However, it is always rewarding to see an organization succeed because you were instrumental in preparing them towards that direction. As we walk out of our client’s building preparing to embark on another project, it is difficult to remove our smiles as people on their wheelchairs, crutches and some through their hand gestures say THANK YOU.

One Core Business Innovations has once again…MADE A DIFFERENCE.

People Support and One Core Business Innovations

The One Core Business Innovations team recently attended that Vendors Appreciation Night of one of the major call center players in Cebu City – People Support.  We were impressed by how the People Support Sourcing team organized the event and how warm and accomodating they were not only to the OCBI team but to all their sourcing partners in Cebu as well.

It is important that call centers maintain good working relationships with their sourcing partners which in this case also includes the academic community. It creates an atmosphere of support and each segment of the sourcing circle understands the challenges and need for each other. It also allows our partners in the academic community to increase their sense of urgency as they go back to their classrooms to modify teaching strategies and curriculum in order for their graduates to have a better chance of getting jobs in the Business Process Outsourcing sector.

It was a wonderful evening talking to representatives from the different schools in Cebu and discussing possible joint activities not only for graduating students but also for the teachers. They understand that more awareness of the industry is still needed.

Receiving a Plaque of Appreciation from People Support signifies a positive partnership as One Core Business Innovations continues to source quality applicants to be endorsed to PS. This is also a rewarding partnership when you see a once unemployed person now earning a decent pay with a bright future in a good company like People Support.

Here’s to more years of sourcing partnership!

Training and Management Consultancy Services in Cebu

About Us:

 The One Core Business Innovations team is a highly qualified group of individuals with over 20 years of combined experience in the fields of Business Process Outsourcing, Manufacturing, the Academe, Information Technology as well as the Hospitality and Service Industries.  The wide-range of industry experience is a strength that sets us apart from other training and sourcing companies.

 

How We Can Help:

 

One Core Business Innovations has the experience, network and the resources to help provide your organization with the appropriate training for your employees. There is a rise of personal development training (or popularly knows as the “soft skills” training) such as conversational skills, teamwork, customer service. These personal development trainings are aimed at improving each employee’s cognitive and behavioral skills in dealing with oneself and others; it is intended to develop one’s personal potential

 

According to the 1995 Survey of Employer-Provided Training, nearly ninety three percent of U.S. organizations with fifty or more employees provide formal training, and close to seventy percent of their employees, ranging from executives to front-line workers, are involved. The Philippine work atmosphere nowadays on the other hand is confronted with technological changes, domestic social and economic problems and global competition; so training programs in organizations have received more attention.

 

One Core Business Innovations can partner with your organization by providing customized trainings that will directly address skill and behavior gaps among your workforce.

 

What We Do:

 -          Targeted trainings

 Being industry practitioners brings an enormous advantage. Our trainings are from being general since we have a good understanding of the work skill and behavioral challenges across industries.

 

Life Skills and Values Training

 Employee retention is another challenge which confronts companies. Employees might have the skills but may not have the behavior to appreciate company perks, financially manage their pay etc.  The Life Skills and Values Training will help guide employees not only to be successful with their individual fields but also to effectively balance their personal lives into the whole equation. You will find happier and more productive employees if the can achieve a healthy work life balance.

-        Supplemental Corporate Trainings

a.     Train the Trainers

b.     Business Etiquette/ Business Ethics

c.      Finance 101

d.     Organizational Coaching for Success

e.     Excellent Customer Service

f.       Teambuilding

g.     Public Speaking/ Effective Presentation Skills

h.     Business Writing

i.        Telephone Etiquette

j.       Customized Trainings – we will be happy to conduct a Training Needs Analysis for your organization so we can help you match a training that will be more effective to address any skill or behavior gap.

 

Allow One Core Business Innovations to help your organization stay ahead, concentrate on your core competencies by saving you time, effort, manpower, operating and training cost.

 

 

 

Call Center Training Class in CEBU!

September opens with a bang as One Core Business Innovations starts its Call Center Training Class. The class is scheduled from September 8-12 from 1pm-9mpm at OCBI’s training facility located in Suite #507 Danaque Bldg. Osmena Blvd. Cebu City.

One Core Business Innovations, headquartered in Cebu City, Philippines was established with the primary goal of making a difference in the lives of every person who aspires to succeed in the workforce. We believe that anyone can lead a productive living if prepared with adequate life and professional skills. This conviction is supported with the company’s innovative programs; customized training plans and ongoing developmental ventures.

 

The founders of One Core Business Innovations come from diverse professional backgrounds; a strength that we are proud of. This collective asset is instrumental in providing effective Communication, Management Development, Life Skills and Industry Specific Skills Trainings; Sourcing and Placement; Talent Acquisition and Development; Management Consultancy and BPO (Business Process Outsourcing) Implementation. Our business is aligned with total growth as we, along with our clients pursue to be a vibrant part of the global economy.

 

 

How different is the OCBI Cebu Call Center Training ?

Since One Core Business Innovations announced the start of its  Call Center Training in Cebu City; inquiries bombarded its site.  The usual questions on the training fees and schedules were asked; however what these future trainees were most particularly interested in were really the training content.

This is a good question to ask considering the rise of the number of call center training organizations in Cebu. To begin with, it is an advantage to be active practioners in the industry. Not only is OCBI aware of the skill gaps whether its an outbound or inbound account, the proper behavior is heavily considered during the training.

We at OCBI would like to make sure that when a group of trainees are endorsed to our call center partners, they possess the skills needed and understanding of the impact of employment retention.

Training modules are designed to focus on improving not only the fluency skills but to help trainees sharpen their analytical thinking, problem solving and probing skills to name a few. Trainers encourage constant class interaction to ensure the regular practice of the target language. Assessments are further designed to determine the level of preparedness for every trainee; expectations are made at the beginning of the class that not all who undergo the OCBI Call Center Training will be endorsed to OCBI’s call center partners.

It is important for the trainees to realize at the onset that they will have to work equally hard to qualify for endorsement; OCBI wants every trainee to succeed so we start with no false expectations. With this direction, trainees appreciate the clear and honest expectations and we find themselves work hard to deserve an endorsement.

OCBI is very excited to meet September with a bang as it starts off with its Call Center Training which is scheduled in September 8.

Ma.Paulita “Polly” Wang- OCBI Director for HR and Sourcing

Every call center agent who used to work with Polly will always describe her as motherly but firm when employee discipline is called for! Her office has always been a counselling refuge for agents who comfortably talks about anything from payroll issues to domestic squabbles

Having Polly as part of the OCBI team is exciting; she handles the call center agent pool, overseeing talent management but she also spearheads OCBI’s human resource management consultancy projects. The Cebu based Call Center Sourcing Program is something that poses as a challenge and a privilege for her. Challenge in the context of constantly looking for qualified candidates and a privilege in the context of being able to help provide employment to people.

But whatever the case is, Polly takes her role as OCBI Director for HR and Sourcing seriously! For more information on Polly’s profile, check out OCBI’s website at www.onecorebusiness.com

Maria Claudette Manus – OCBI Managing Director

Claudette is literraly the tall figure behind the overall operations of One Core Business Innovations. She always wanted to start a training and management consultancy company in Cebu City to serve people and organizations in the Visayas and Mindanao areas.

An engineer by profession, Claudette has been exposed to multiple industries from manufacturing to the international travel industry until she moved to the call center industry as Site Director for three start up companies based in Cebu.

As Managing Director for One Core Business Innovations, Claudette’s role is not only leading and directing the company to meet its organizational goals, but also to help improve the quality of our labor pool through OCBI’s organizational trainings and consultancy offerings.

For additional profile of Claudette, check out the OCBI website at www.onecorebusiness.com

Call Center Training in Cebu – Introductory Training Price!

Before you can join any training class, you have to undergo an interview for proper assessment. Please make sure you send your resumes to info@onecorebusiness.com

Class Date: September 8 – September 12 (1pm-8pm)

Location – Suite #507 , Danaque Building

                 Osmena Blvd. , Cebu City

Training Fee – P1,888

Call Center Training in Cebu

One Core Business Innovations is pleased to roll out their Call Center Training Program in Cebu City!

The training is industry specific designed to better prepare trainees become successful call center agents. OCBI not only intends to prepare their trainees with the fluency and comprehension skills (to name a few), it also wants to make sure that business ethics and work values are taught in class. Why incorporate these worthwhile topics?

To begin with, the One Core Business Innovations team understand the contact center industry very well; having set up several centers in Cebu. They understand that while centers are actively hiring, attrition problems are also realities. Teaching values and business ethics to the trainees will help manage attrition challenges and promote a culture of integrity and professionalism in the workplace.

Classes are very interactive and student centered.  The training is not just limited to call center applicants but also to any professional who wants to improve his communication skill.

The OCBI Call Center Training Program in Cebu is here to truly make a difference!