Look at it from an executive approach.
Revenue generating assets versus Non-Revenue generating assets.
Who would you pay more? Proportionally, you'd pay your revenue generating assets more, but through incentive schemes. You're paying non-income generating staff higher salaries on the premise that they can assure you income at a staff level.
Then, qualify if you mean call center staff to mean business support, management. or actual company admin. staff (admin. assistants, hr assistants, etc.)
For outbound sales, Agents will tend to have high net take homes due to commissions and spiffs. Team Leads and Managers will have overrides (percentage of commissions if targets/quotas are hit).
Inbound can work similarly if program metrics allow for commissions/bonuses if SLAs are hit or met. As before, Team Leads and Managers will have their own incentives which are directly linked to team performance/program performance.
Your question leads to another important issue actually: compensation in relation to workload.
Just to round it up in the 'parking lot,' Going up the ladder obviously has a corresponding income increase so the issue there is if it is balanced with the workload assigned in return.
http://www.pinoyexchange.com/forums/showthread.php?t=352013
Sunday, August 17, 2008
Bakit ang dami pong gays and lesbian sa call center?
Here's my take:
BPO Philippines Factoid 1: All professionals/employees in this industry come from colorful backgrounds (wherein colorful is read as an expletive of your choice).
BPO companies reward performance not conformity to cultural standards of propriety. People of this sexual persuasion/identity have their innate will, creativity, determination, and 'churva' to get them going in this tough industry. NO DICE, they excel and will continue to excel.
Unless society or whatever toilet administration is present provides a third gender oriented bathroom then we're stuck with pissing with transvestites. They tend to use the stalls so that's fine, I guess.
I'm sure a lot of biological women are concerned when transvestites (no offense meant by using this term) use biologically female oriented washrooms.
Then again, opening up 'disabled' bathrooms for their use would be offensive and probably conducive to improper usage.
I digress, there is a huge proportion of gays and lesbians in the industry because the environment is set up for that:
1) Work is at night (I hate the term graveyard). Go figure...they come out at...
2) Dress codes are arbitrary--leaning towards an American/International workplace style which is used as a basis for pushing 'freedom of expression' whether it be mode of dress or sexuality presented.
3) Hiring is geared towards communications skills. Go figure. Which group of people in the Philippines have spent their whole lives fighting and pushing through their communications skills?
4) Hiring is geared towards tertiary level prospects. More often than not, this group of people do well scholastically as part of their strive towards self determination.
5) There is also a denser population of gay management (for want of a better term) in this industry.
Bottom line: Revenue is all that matters. If your employee performs up to par or in excess off, who cares?
http://www.pinoyexchange.com/forums/showthread.php?t=349494
BPO Philippines Factoid 1: All professionals/employees in this industry come from colorful backgrounds (wherein colorful is read as an expletive of your choice).
BPO companies reward performance not conformity to cultural standards of propriety. People of this sexual persuasion/identity have their innate will, creativity, determination, and 'churva' to get them going in this tough industry. NO DICE, they excel and will continue to excel.
Unless society or whatever toilet administration is present provides a third gender oriented bathroom then we're stuck with pissing with transvestites. They tend to use the stalls so that's fine, I guess.
I'm sure a lot of biological women are concerned when transvestites (no offense meant by using this term) use biologically female oriented washrooms.
Then again, opening up 'disabled' bathrooms for their use would be offensive and probably conducive to improper usage.
I digress, there is a huge proportion of gays and lesbians in the industry because the environment is set up for that:
1) Work is at night (I hate the term graveyard). Go figure...they come out at...
2) Dress codes are arbitrary--leaning towards an American/International workplace style which is used as a basis for pushing 'freedom of expression' whether it be mode of dress or sexuality presented.
3) Hiring is geared towards communications skills. Go figure. Which group of people in the Philippines have spent their whole lives fighting and pushing through their communications skills?
4) Hiring is geared towards tertiary level prospects. More often than not, this group of people do well scholastically as part of their strive towards self determination.
5) There is also a denser population of gay management (for want of a better term) in this industry.
Bottom line: Revenue is all that matters. If your employee performs up to par or in excess off, who cares?
http://www.pinoyexchange.com/forums/showthread.php?t=349494
In response to Mga pinakajologs/sossy na Call Center
Have you ever heard of the Epixtar Boracay floor? In terms of interior design/ facilities, its really cost versus benefits. In Epixtar's case, this was not part of the equation.
Essentially, I think it boils down to the people. Whether 'Jologs' or 'Sosy' we have to accept that this industry will take in and continue to take in what it can--the best and the worst of our generation (people born 1970 more or less and up).
I have seen people move up despite being 'Jologs' (have directly been responsible for that as well) and have seen 'Sosy' people fail utterly.
Personally, I think the bathrooms and the headsets are a good measure--facilities wise. People-wise, look at the COO and how they interact with the team (everyone else). The leaders define the quality of the company. Well at least my seventy-five centavos say so.
http://www.pinoyexchange.com/forums/showthread.php?t=325950&page=8
Essentially, I think it boils down to the people. Whether 'Jologs' or 'Sosy' we have to accept that this industry will take in and continue to take in what it can--the best and the worst of our generation (people born 1970 more or less and up).
I have seen people move up despite being 'Jologs' (have directly been responsible for that as well) and have seen 'Sosy' people fail utterly.
Personally, I think the bathrooms and the headsets are a good measure--facilities wise. People-wise, look at the COO and how they interact with the team (everyone else). The leaders define the quality of the company. Well at least my seventy-five centavos say so.
http://www.pinoyexchange.com/forums/showthread.php?t=325950&page=8
In response to Korean online English "teaching" centers--a different breed of "call centers"
Objective: Dealing with South Koreans for business means dealing with their culture.
Business:
Cost cutting as opposed to revenue generation.
Maximum efficiency as opposed to comfort.
I could go on actually.
End Results:
They are taking full advantage of an unregulated sub-industry.
Koreans will not adapt to us--we will have to adapt to them.
Fluency in English is the prime determinant in entering an A-Level tertiary institution which determines entry into an A-Level company.
The Korean English Tutorial/Schooling market should be actively monitored and managed or else they'll continue cutting costs and driving efficiency.
Notice how in the end, the cultural traits drive the type of business practices in the BPO industry?
Eat my kimchi, and like it.
http://www.pinoyexchange.com/forums/showthread.php?t=341476
Business:
Cost cutting as opposed to revenue generation.
Maximum efficiency as opposed to comfort.
I could go on actually.
End Results:
They are taking full advantage of an unregulated sub-industry.
Koreans will not adapt to us--we will have to adapt to them.
Fluency in English is the prime determinant in entering an A-Level tertiary institution which determines entry into an A-Level company.
The Korean English Tutorial/Schooling market should be actively monitored and managed or else they'll continue cutting costs and driving efficiency.
Notice how in the end, the cultural traits drive the type of business practices in the BPO industry?
Eat my kimchi, and like it.
http://www.pinoyexchange.com/forums/showthread.php?t=341476
In response to how tiring is work in a callcenter
This industry is taxing in that it tires you out:
Physically, Emotionally, Spiritually, and Sexually.
Wait, that happens in all industries.
I've seen students make a go at working BPO at night and pushing to study during the day. Health will fail no matter what. Its commitment that keeps these brave souls literally 'alive.'
Even working at night has its attendant health risks, which run the gamut of blood pressure disorders, anxiety, insomnia, weight loss/gain, STD, Lung ailments, etc...
Instead of trying to work 24 hours a day, why not focusing on 8 or 9 hours of quality work wherein you exceed expectations? If you persist and excel in working multiple jobs--then you will definitely get rich in the states.
I for one look with dread at the near future wherein we will have a similar culture to that of the US of A where most middle class people have 1.5 to 2.5 jobs.
At an agent level, most BPO professionals work at maxing out on overtime to reap benefits. Going up the ladder wherein OT pay is not an option, its really exceeding SLAs or Sales Quotas that bring home the proverbial bacon.
Mahal nang bacon ano? Bakit kaya?
Here's my 75 centavos:
If you're under 25 years old, go for it. Try it out for 6 months or less. You're young enough to afford mistakes.
Realize though, that working one job efficiently and smartly will provide more opportunities for income and compensation (especially if its incentive or bonus driven) as opposed to working 2 jobs at 50% capability or worse incompetently.
Point in fact, in terms of BPO, the higher you move up the ladder, the more hours you will have to put in anyway. Inbound Customer Service management for example will have you being on call like a doctor. Outbound telemarketing will have you pushing shift times just to reach quotas.
Why not have 1 core job and have 1 or more 'sidelines' instead?
http://www.pinoyexchange.com/forums/showthread.php?t=358026
Physically, Emotionally, Spiritually, and Sexually.
Wait, that happens in all industries.
I've seen students make a go at working BPO at night and pushing to study during the day. Health will fail no matter what. Its commitment that keeps these brave souls literally 'alive.'
Even working at night has its attendant health risks, which run the gamut of blood pressure disorders, anxiety, insomnia, weight loss/gain, STD, Lung ailments, etc...
Instead of trying to work 24 hours a day, why not focusing on 8 or 9 hours of quality work wherein you exceed expectations? If you persist and excel in working multiple jobs--then you will definitely get rich in the states.
I for one look with dread at the near future wherein we will have a similar culture to that of the US of A where most middle class people have 1.5 to 2.5 jobs.
At an agent level, most BPO professionals work at maxing out on overtime to reap benefits. Going up the ladder wherein OT pay is not an option, its really exceeding SLAs or Sales Quotas that bring home the proverbial bacon.
Mahal nang bacon ano? Bakit kaya?
Here's my 75 centavos:
If you're under 25 years old, go for it. Try it out for 6 months or less. You're young enough to afford mistakes.
Realize though, that working one job efficiently and smartly will provide more opportunities for income and compensation (especially if its incentive or bonus driven) as opposed to working 2 jobs at 50% capability or worse incompetently.
Point in fact, in terms of BPO, the higher you move up the ladder, the more hours you will have to put in anyway. Inbound Customer Service management for example will have you being on call like a doctor. Outbound telemarketing will have you pushing shift times just to reach quotas.
Why not have 1 core job and have 1 or more 'sidelines' instead?
http://www.pinoyexchange.com/forums/showthread.php?t=358026
Providing cautionary advice to a newbie
Word of Caution:
The BPO Industry will expose you to wholly different social and working culture. Unless you enter with a clear head and a solid commitment you may be seduced by the unsavory aspects of the business.
Bluntly, an exposure to: casual relationships, spendthrift lifestyle to work off stress, health repercussions, and lack of quality time with your immediate family. Caveat Emptor, seriously.
The financial returns from working BPO will redefine your thinking about earning income. On the other hand, the personal returns may be adverse. No bull.
If Decided:
Once decided, give yourself the advantage of having a resume that will scream 'hire me.' Gear it towards what recruiters are looking for--experience in communicating with foreigners, relatively good tenures at previous workplaces ( 1 year and up periods of sustained work), and the potential to learn and do well for the targeted account. Let your resume show these things and you are set.
Live in Cubao--might as well work in Cubao. Take a sheaf of resumes, wear good walking shoes and office attire, and just walk into the organizations there. You'll eventually end up getting in to at least 3. Take note that you will have to decide whether you want to take calls (inbound accounts, usually customer service or technical support) or make calls (outbound accounts, sales or telemarketing).
Entering this industry is a life-changing choice.
http://www.pinoyexchange.com/forums/showthread.php?t=357043&highlight=marcicinnamon
I'm a parent as well Mom2Eliam. In fact my son is the reason why I got into the industry in the first place. While the immediate cost/financial benefits are great--the emotional impact on your family and self must be managed effectively.
An alternative approach would be to look for a day-shift account in order to have semblance of a more 'regular' job. This may help you avoid the negative social and health aspects of working at night.
If you can invest in a good broadband connection and PC set-up you may look at working at home. There are opportunities for encoding, online tutoring for Koreans, etc...
You may message me directly if you would like more information.
Best regards.
The BPO Industry will expose you to wholly different social and working culture. Unless you enter with a clear head and a solid commitment you may be seduced by the unsavory aspects of the business.
Bluntly, an exposure to: casual relationships, spendthrift lifestyle to work off stress, health repercussions, and lack of quality time with your immediate family. Caveat Emptor, seriously.
The financial returns from working BPO will redefine your thinking about earning income. On the other hand, the personal returns may be adverse. No bull.
If Decided:
Once decided, give yourself the advantage of having a resume that will scream 'hire me.' Gear it towards what recruiters are looking for--experience in communicating with foreigners, relatively good tenures at previous workplaces ( 1 year and up periods of sustained work), and the potential to learn and do well for the targeted account. Let your resume show these things and you are set.
Live in Cubao--might as well work in Cubao. Take a sheaf of resumes, wear good walking shoes and office attire, and just walk into the organizations there. You'll eventually end up getting in to at least 3. Take note that you will have to decide whether you want to take calls (inbound accounts, usually customer service or technical support) or make calls (outbound accounts, sales or telemarketing).
Entering this industry is a life-changing choice.
http://www.pinoyexchange.com/forums/showthread.php?t=357043&highlight=marcicinnamon
I'm a parent as well Mom2Eliam. In fact my son is the reason why I got into the industry in the first place. While the immediate cost/financial benefits are great--the emotional impact on your family and self must be managed effectively.
An alternative approach would be to look for a day-shift account in order to have semblance of a more 'regular' job. This may help you avoid the negative social and health aspects of working at night.
If you can invest in a good broadband connection and PC set-up you may look at working at home. There are opportunities for encoding, online tutoring for Koreans, etc...
You may message me directly if you would like more information.
Best regards.
In response to an emerging FUBU culture in the industry
BPO Philippines Factoid 1: All professionals/employees in this industry come from colorful backgrounds (wherein colorful is read as an expletive of your choice).
The reversed working hours (generally) and campus atmosphere create an environment wherein casual sex becomes an outlet for pressure or as an activity to obtain pleasure/gratification or even just a basic human attempt at fulfilling a personal need.
The insular quality of this industry (read as being-no life, co-workers become substitute family, love life is linked to floor) becomes a catalyst. I agree with cHinagrL that this is probably present in other industries as well--it just so happens that for this particular industry--the effects are tragic (and I rarely use this word).
I actually think this is a symptom of this Information Technology driven age. We connect through the media and through the internet so we jump at the chance for actual physical connection.
Communicating over the ether (YM and what have you) allows us wild abandon and the backing to be reckless. So the actual deed becomes an afterthought and before you know it, you're stuck deep.
To answer the original question, casual sex in this industry is rife just because the actual training-to-floor-to-career process speeds up the casual mating cycle.
http://www.pinoyexchange.com/forums/showthread.php?t=351041&highlight=marcicinnamon
HIV Report: Take It With A Slab Of Salt. Other STDs Will Pepper You Blind.
The article is scary but provides little data as to actual statistics and the depth and breadth of the situation. Notice how the article ends extremely weakly, "Generally, stressed out male call center agents can afford to drink alcohol everyday, smoke cigarettes as much as they want and visit brothels every payday because their salary is large enough to support these types of vices (http://philcontactcenter.com/index.php?p=1_6_News)."
While 10 'Call Center' people tested positive for HIV, no statistics where given as to the total number of applicants tested. Articles like this cause unnecessary panic and paranoia.
Prozac&Placebo is right though, dapat matakot tayo.
The actual nail in the coffin is the unreported statistics and data for other Sexually Transmitted Diseases (STDs) within the industry.
Take this scenario:
Visiting client or visiting foreign executive (hereinafter identified as 'Bob') parties in P.Burgos or Quezon Ave. Bob will spend 2-3 weeks in the Philippines to do business reviews, look at potential vendors, meet and greet staff, etc... Bob then gets his hooks into a naive/or not so naive Filipino/a (hereinafter referred to as Joie, para androgynous). Unbeknownst to Bob, he has acquired gonorrhea (http://en.wikipedia.org/wiki/Gonorrhea) or NGU/UTI (http://en.wikipedia.org/wiki/Non-gonococcal_urethritis). Bob then passes it onto fashionista Joie. As this thread provisions for, that a liberal approach to sexual relations is emerging in the industry, Joie goes ahead and liberates him/herself sexually to relieve work related stress...Joie dies old, blind, and longing for his/her call center glory days 30 years later but not after having passed the disease/s on in a marketing fashion worthy of Herbalife (sic).
How many men in this industry actually buy and use prophylactics instead of just ogling at the Premiere ads with Asia Agcaoili or Jacq Yu?
How many women carry prophylactics as a precaution?
How many more Joies will continue to pursue 'liberated' sexual lifestyles, hopping left and right to nowhere but STD related blindness.
If HIV is salt, then STD as pepper will definitely spice you to death.
http://www.pinoyexchange.com/forums/showthread.php?t=351041&highlight=marcicinnamon&page=2
The reversed working hours (generally) and campus atmosphere create an environment wherein casual sex becomes an outlet for pressure or as an activity to obtain pleasure/gratification or even just a basic human attempt at fulfilling a personal need.
The insular quality of this industry (read as being-no life, co-workers become substitute family, love life is linked to floor) becomes a catalyst. I agree with cHinagrL that this is probably present in other industries as well--it just so happens that for this particular industry--the effects are tragic (and I rarely use this word).
I actually think this is a symptom of this Information Technology driven age. We connect through the media and through the internet so we jump at the chance for actual physical connection.
Communicating over the ether (YM and what have you) allows us wild abandon and the backing to be reckless. So the actual deed becomes an afterthought and before you know it, you're stuck deep.
To answer the original question, casual sex in this industry is rife just because the actual training-to-floor-to-career process speeds up the casual mating cycle.
http://www.pinoyexchange.com/forums/showthread.php?t=351041&highlight=marcicinnamon
HIV Report: Take It With A Slab Of Salt. Other STDs Will Pepper You Blind.
The article is scary but provides little data as to actual statistics and the depth and breadth of the situation. Notice how the article ends extremely weakly, "Generally, stressed out male call center agents can afford to drink alcohol everyday, smoke cigarettes as much as they want and visit brothels every payday because their salary is large enough to support these types of vices (http://philcontactcenter.com/index.php?p=1_6_News)."
While 10 'Call Center' people tested positive for HIV, no statistics where given as to the total number of applicants tested. Articles like this cause unnecessary panic and paranoia.
Prozac&Placebo is right though, dapat matakot tayo.
The actual nail in the coffin is the unreported statistics and data for other Sexually Transmitted Diseases (STDs) within the industry.
Take this scenario:
Visiting client or visiting foreign executive (hereinafter identified as 'Bob') parties in P.Burgos or Quezon Ave. Bob will spend 2-3 weeks in the Philippines to do business reviews, look at potential vendors, meet and greet staff, etc... Bob then gets his hooks into a naive/or not so naive Filipino/a (hereinafter referred to as Joie, para androgynous). Unbeknownst to Bob, he has acquired gonorrhea (http://en.wikipedia.org/wiki/Gonorrhea) or NGU/UTI (http://en.wikipedia.org/wiki/Non-gonococcal_urethritis). Bob then passes it onto fashionista Joie. As this thread provisions for, that a liberal approach to sexual relations is emerging in the industry, Joie goes ahead and liberates him/herself sexually to relieve work related stress...Joie dies old, blind, and longing for his/her call center glory days 30 years later but not after having passed the disease/s on in a marketing fashion worthy of Herbalife (sic).
How many men in this industry actually buy and use prophylactics instead of just ogling at the Premiere ads with Asia Agcaoili or Jacq Yu?
How many women carry prophylactics as a precaution?
How many more Joies will continue to pursue 'liberated' sexual lifestyles, hopping left and right to nowhere but STD related blindness.
If HIV is salt, then STD as pepper will definitely spice you to death.
http://www.pinoyexchange.com/forums/showthread.php?t=351041&highlight=marcicinnamon&page=2
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