Pam Go's Entrepreneur Special Report
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Outstanding Customer Experience 11 January 2014 INNOVATE.CREATE.CONNECT. Transcom Philippines
Transcript of Pam Go's Entrepreneur Special Report
OutstandingCustomerExperience
11 January 2014
INNOVATE.CREATE.CONNECT.Transcom Philippines
CONTENTS
BPO Industry in the Philippines
Who is Transcom?
BPO Recruitment and Entrepreneurship
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BPO INDUSTRY IN THE PHILIPPINES
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WHAT IS A BPO?
Business Process Outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business
functions (or processes) to a third-party service provider
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BPO INDUSTRY IN THE PHILIPPINES
In 2010, the Philippines has surpassed India as the largest business process outsourcing industry in the world
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BPO INDUSTRY IN THE PHILIPPINES
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Has grown at an annual rate of 30% over a decade, faster than the growth of the global offshore services market
BPO INDUSTRY IN THE PHILIPPINES
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Has driven the Philippines’ GDP unprecedented growth of 7.5% in Q2 2013; accounting for over 10%
BPO INDUSTRY IN THE PHILIPPINES
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Services delivered include engineering, health care, legal, financial, creative, and software services for energy, banking, investment, insurance, shipping, telecommunications, and other industries
BPO INDUSTRY IN THE PHILIPPINES
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In 2012, the industry employed over 638,000 Filipinos
BPO INDUSTRY IN THE PHILIPPINES
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Large, highly educated, English-speaking workforce
The Philippine government offers a welcoming environment to foreign investors including generous incentives, while the private sector provides assistance to enable investors to setup and begin
operations in the Philippines rapidly and cost effectively
BPO INDUSTRY IN THE PHILIPPINES
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WHO IS TRANSCOM?
A global customer experience specialist, providing customer care, sales, technical support and credit management services through our
extensive network of contact centers and work-at-home agents.
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TRANSCOM BY THE NUMBERS
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29,000 customer experience specialists62 contact centers
26 countries 33 languages
400 international brands
TRANSCOM’S BEGINNINGS
1995 Transcom AB is established and opens for business in Sweden
1997 Creation of Transcom Europe with offices in Sweden, Luxembourg, and Norway
1999 Transcom cements European presence with operations in 11 countries: Austria, Denmark, Finland, France, Germany, Italy,
Luxembourg, Norway, the Netherlands, Sweden and Switzerland
2007 Transcom enters the Philippines
2008 Transcom establishes Iloilo site
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TRANSCOM IN THE PHILIPPINES
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Manila Delivery Centre2,200 seats
Bacolod Delivery Centre878 seats
Iloilo Delivery Centre1,200 seats
TRANSCOM IN THE PHILIPPINES
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Huddle Room
Board Room
Production Area
Interview Room
Breakout Room
TRANSCOM IN THE PHILIPPINES
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Transcom Telesales Examples:
TRANSCOM IN THE PHILIPPINES
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Questions?
