Human Resource Insights – Tips for New Supervisors

They say that people do not leave companies, they leave their supervisors or managers. This observation is not far from the truth. You see many newly promoted supervisors take on the role with new proper training; and suddenly they are faced with having to handle a team! This scenario is not only common in call centers but across industries.

One Core Business Innovations deal with clients from different industries, be it a manufacturing company at the Mactan Export Processing Zone or a business process outsourcing firm at IT Park. OCBI sees the need for strong supervisory training; which should not be a one-time deal but should be a series to ensure proper application and sustainability.

 

Constructive Employee Discipline

 

The best form of discipline is self discipline.  But management’s obligation is to develop a disciplinary policy that is constructive, allowing employees to correct themselves when they fail to conform to the rules.  

 

But for employee discipline to be constructive, first line supervisors must have a better understanding of its importance and how critical their role is in implementing it.

 

Objectives :

·   know the importance of discipline;

·   develop a disciplinary policy;

·   motivate employees to promote positive discipline;

·   enforce the disciplinary policy;

·   know the legal framework of terminating employees; and,

·   understand the vital link between discipline and productivity

 

 

Effective Supervision

 

Supervisors are the link between top management and the rank and file employees. For the organization to be successful, the supervisors must be strong links – cascading and translating corporate goals to his people in ways they can understand. The supervisor must be a person of influence, inspiring his employees to take positive and effective action leading to the organization’s success.

 

Objectives :

 

•      better understand and perform their dynamic roles

•      carry out the basic functions of planning, organizing, controlling and leading 

•      realize how personal effectiveness affects one’s professional effectiveness 

 

You see, there is more to being a good Supervisor than just being a subject matter expert! Ongoing trainings and keeping oneself upgraded through readings will be helpful as well.

 

 

A Conversational English Workshop for Cebu Professionals

The first run of One Core Business Innovations’ Conversational English Workshop for Cebu Professionals was a great success! Participants from multiple sectors attended the workshop and found it very helpful; the discussions and activities were practical and hands-on in approach. This is the first time the Cebu business community has seen this type of workshop, the usual ones are more focused on public speaking and presentation skills.

The idea to come up with this type of workshop came as a result of the various business engagements of One Core Business Innovations from the manufacturing, service and business process outsourcing industries to name a few. It was noticeable that during casual to formal business meetings, there will always be a few participants who struggle with expressing themselves in English; there has been several inquiries as well from clients about English communication trainings.

While conceptualizing the conversational English workshop, the grammar and pronunciation aspects were not the only considerations, but the improvement of the participants’ self confidence  and sense of urgency for continuous improvement were highlighted as well. It is important that English be put into daily practice at work and at home.

When the announcement for the OCBI Conversational English Workshop was released, it was well received by the Cebu business community and companies immediately sent their representatives. The one day workshop was a full day of fun and learning for the participants. Another workshop is scheduled in November and several company in-house trainings have been requested.

The positive response is an indicator that another training need has been identified and addressed. It is good to know that the Cebu business community is quick to react to available trainings in order to upgrade the communication skills and competencies of its workforce.

BPO/Call Center Implementation Team in CEBU

When a Business Process Outsourcing company explores the possibility of setting up other centers outside of Manila it is usual to send an advanced party to check on site availability, sourcing and training to name a few. Some companies become frustrated with the length of time they have to set up and oftentimes scattered sources of information.

The One Core Business Innovations team offers a one-stop solution to such companies.

The One Core Business Innovations team is responsible for successfully setting up several Business Process Outsourcing companies, specifically call centers in Cebu City, Philippines. Companies find it cost efficient and reliable since OCBI has the existing infrastructure, human resource network and experience in putting up an operational center in a reasonable period of time.

What We Do:

 

1. Business Process Outsourcing Implementation

Allow us to save you time and money by helping set up your BPO company in Cebu City or any part of the Philippines. Our services may include:

-         Intercultural orientation

-         Assistance in processing necessary local business permits and requirements

-         Site selection

-         Customized office build out with necessary telephony connections

-         Recruitment and Sourcing

-         Training of employee pool

-         Human Resource Management Consultancy

This becomes very ideal to the BPO organization as it literally saves them time and energy. A BPO Implementation team in Cebu City is finally here! Let One Core Business Innovations make a difference!

Preparing to Apply in the Business Process Outsourcing Industry

Try going to any call center sourcing office in Cebu and you will not miss hordes of eager and anxious applicants with their resumes waiting for their names to be called. It is not unusual however to see more applicants get turned down as opposed to those who are given a job offer. I always wonder what those who got turned down do after?

Do they simply give up and not re-apply? (most centers allow you to re-apply after a month). Do they take the initiave and find out why they were not accepted so they can further work on their weaknesses? Because if they easily stop pursuing possible careers in the BPO, their common default is to look for a job abroad or to simply remain unemployed.

Job seekers should be more proactive these days since the employment market is quite competitive. A diploma with the Transcript of Record is not enough at all. We have seen college graduates get turned down and we have also seen college sophomores get a job offer! You see, gone are the days when we simply as a relative or family friend who works for the company we want to join and ”request”  this person to “pull special strings” to get us in. You get a job because YOU have the skills and YOU have the qualifications required by the organization!

The BPO industry demands skills which cannot be trained in weeks. That is the reason why the academe needs to step up in producing more globally competitive graduates. The formative years in education are critical and the students suffer a lot the moment the join the employment jungle if they have weak to mediocre skills.

If you want to have a better chance in getting accepted in the BPO industry (including the call center), you need to  have the following:

1. Fluent English speaking skills (clarity in language, rich vocabulary, neutral accent)

2. Active Listening skills

3. Anaylitical and problem solving ability

4. Ability to be able to establish rapport with clients in minutes!

5. Typing skills (minimum of 30 wpm/ 90% accuracy

If you think you have the top skills mentioned, then you have a good chance in getting that BPO job. On the other hand, if you need to work on more than one skills mentioned then you need to move fast and get additional training. It is always worth it; there are many topics taught in call center trainings not covered when you were in high school or college. The modules are more targetted so you will have a better chance in getting a job.

It pays to be prepared; you have to pay to be prepared! However, the payout in the BPO industry is going to be more than what you paid in a two-week training.

CEDFIT Taps One Core Business Innovations

The Cebu Educational Foundation for Information Technology recently tapped the training services of One Core Business Innovations for their upcoming Basic Course on Technical Support scheduled in September 2008.

This course is essential to every professional who is interested in joining the Business Process Outsourcing industry as a Level 1 Technical Support Specialist ( TSS ).  The training is designed to help participants understand the important role of a Technical Support Specialist, the necessary communication and technical skills required and an improved level of customer service efficiency to make the trainee successful in his career.

 

 The discussions and activities of the course are a combination of computer based exercises, individual and group language activities, lecture-discussions as well as call simulations.

Whether the participant has had some technical support experience or is new in this profession, the course will teach a unique combination of skills and behaviors that are important in spelling out success for the Technical Support Specialist.

 

Upon successful completion of the course each participant will be able to:

 

·        Improve spoken and written English proficiency.

·        Expand the level of customer service awareness in the area of Technical Support.

·        Strengthen multi-tasking skills with the combination of conversing with customers while navigating technical related tools.

·        Increase the overall level of technical and behavioral skills needed to succeed in the job.

 

This collaboration is another achievement for One Core Business Innovations as it continues to expand training and management consultancy partnerships with the community.

 

 

 

One Core Business Innovations Partners with the Confederation of Scientific and Professional Organizations

One Core Business Innovations recently partnered with COSPO (Confederation of Scientific and Professional Organizations) which is the training arm of the Department of Science and Technology.

This is a significant milestone for OCBI as it extends its training offerings to COSPO which caters not only to the private sector but also to different government agencies, LGU (Local Government Units) as well as the academe. What makes this collaboration strong is that COSPO, in ensuring quality trainings have tapped OCBI to provide specific modules in their areas of expertise. This is another angle of outsourcing in action!

So far, trainings in Customer Service, Speech Fundamentals, Effective Business Writing, Supervisory Skills, Effective Communication have been launched. Other customized modules are in the works like Instructional Design and Effective Training Delivery.

OCBI is very excited to work with the COSPO Region 7 team!

Effective Business Writing Workshop

One Core Business Innovations recently completed a two-day Effective Business Writing Workshop held at the Cedfit Training Room in Asia Town IT Park, Lahug Cebu City. Attendees came from different industry sectors; the following companies sent their representatives to the workshop:

- Logical Designs (BPO)

- Maribago Blue Waters (Hotel/Hospitality)

- SR Dapat and Company ( Accounting Services )

- Archi Global Inc. ( Architectural Design Services)

- Lear Corporation (Manufacturing)

- Innodata ( Knowledge Process Outsourcing )

- Cebu City Marriot Hotel ( Hotel/ Hospitality )

- I Catch It ( BPO )

The workshop provided guidance and hands-on exercises on properly composing basic office correspondence. The participants were asked to make multiple types of memos, letters of introduction, follow up and demand letters etc ; all surrounding their specific industry scenarios. Immediate feedback, corrections and recommendations were also given to each participant since each one had different skill level challenges.

The more common skill challenges among the participants were grammar , vocabulary and thought composition. It was also noticed that most of them still used highly formal versus a more conversational tone when writing. For example, instead of using “enclosed” they still use “attached herewith”. They were encouraged to steer away from the language of the 40’s to more current styles.

Although we have to admit that two days is not enough, it provided the group an opportunity to realize which writing areas they are most challenged with and come up with specific action plans for continuinuing education ( examples: read one book a month to improve vocabulary, study online English exercises).

Although it was the first Effective Business Writing Workshop in Cebu City for One Core Business Innovations, another training might be scheduled soon based on the numerous requests from other companies who were not able to make it. The larger organizations on the other hand prefer in-house trainings since more of their employees can attend. Either way, the workshop can certainly help every employee in the organization. Here’s to the next Effective Business Writing Workshop in Cebu!