incessant rambling

unfortunately, if you're googling American Idol and landed on this page, you are not going to find that sort of talent that i'm looking for. you see, i delivered a talk about the Human Resource Agenda in the joint Philippine Society of IT Educators (PSITE) and Philippine Society of IT Students (PSITS) conference in Region 8. The message is the same, we are not developing the correct skills that the IT and BPO industry needs. the sad part is that the IT industry is claiming that only 20% of graduates are employable at the entry level. worse, the BPO industry is experiencing a 5% hire rate for maturing BPO cities. the alarming fact is that China is fast gaining on the BPO global share and is eating up the market that is traditionally reserved for the Philippines after India. Unless the academe addresses the quality of education, correct selection of platforms that closely mimic industry skill sets and shift from the theoretical approach of education, we are not going to fulfill t...

Teletech had it going for a while. Aggressively, they set up their footprint in various parts of the country and recent expansions in the Visayas with Cebu, Iloilo, Dumaguete and Bacolod leading the pack. They had it good, for a while. An online forum has surfaced naming names and issues that the company can't seem to contain despite the massive PR propaganda it uses in its advertising campaigns. For a relatively new organization in Cebu, it has gathered extraordinary flack and comments from employees that refused to be named because of security reasons. Other companies such as Convergys, Etelcare, PeopleSupport, Sykes had their dirty laundry laid out by employees but not at the same level of vehemence and venom that seem to be directed at TeleTech that is extraordinary. It seems that 2007 saw the company falling apart at the seams for no apparent reason. We are not privy to what's happening within the company and it can all be attributed to speculation. On the other hand, the ...

Recently we celebrated the fact that Cebu City ranked number four in the Top 50 Global Outsourcing Destinations as reported by Tholons (investment advisory firm) and Global Services (leading magazine for global sourcing of IT and BPO Services). The study indicated that outsourcers consider the competencies, costs of operation as well as maturity of the services in a location as primary metrics in the ranking system. While we celebrate this achievement, this does not highlight the bigger picture of the study: in the Top 15 destinations, India has 5, China has 3, Vietnam has 2, Sri Lanka, Egypt, Argentina, Brazil and Philippines only logged a single city each. The Top 50 revealed a further interesting result: India (6), China (5), Philippines (3) and Vietnam (2). Other destinations in North/South America and Europe are included in the list but the emerging trend shows that China and Vietnam are fast catching up to the Philippines as a regional competitor in the global outsourcing industr...

sometime late december (2007) i got a call from mem and she asked me if i knew anything about a thousand people that got laid off from Western Watts. i was honestly caught off guard as i make it my responsibility to monitor industry movement and something this big should have made a beep somewhere in my radar. early this year i called up a friend whose son works for Western Watts and confirmed that people were laid off sometime just before Christmas last year. Last week a commentary by Bobby Nalzaro in SunStar reported about a thousand people were laid off. the reports indicate that the company terminated the services of people due to gross incapacity to meet performance standards as set by the company. what a lot of bull. any decent performance management system allows for an employee to be coached and provided ample warning of roughly two months before decisions to terminate services are served. this is backed up by documented reports on performance, coaching sessions as well documen...

About 90% of all BPO/Call Center transactions being managed in the Philippines have North American clients or contracts. The fall of the American dollar will not stop global outsourcing (rough estimates say that only less than 5% of jobs are being done offshore) and in fact, will aggressively see a ramp to counter the effect of rising cost of business in the US. On the other hand, it is equally true that global outsourcing has always been dictated by quality, cost and availability. In an industry where revenue is defined by one currency and expenses is defined by another, it is ideal that the exchange rate remain relatively stable to ensure that yearend target for margins are consistent. But what do you do when the exchange rate fluctuates by almost 12% within a six month period? (e.g. from PHP 47 to PHP 41 versus USD 1) companies that are targeting net profit margins of 35% - 40% will have to contend with managing margins at roughly a quarter less than their original targets. Where a...

For everyone who is so hung up on getting the correct American Accent, here's something special for all Call Center wannabee american-sounding-pinoy: they should have gotten these actors some lessons in pinoy accent, pak shet talaga.

We have a critical crisis for the Business Process Outsourcing (BPO) industry in the Philippines. We tag an industry as a sunrise sector for its potential to expand and deliver returns in terms of revenue and employment generation. One such industry is the BPO group that has been tagged by the Philippine Government to deliver 900T jobs for the Filipino people and deliver an estimated revenue of USD 11B by 2010. The numbers look promising, the 2007 estimates indicate that we already have 190T employed in the Call Center Sub-Sector (CCS) of the BPO industry and the country is posting a Compounded Annual Growth Rate of (CAGR) 63% in terms of human resource expansion. On the other hand, in 2 to 3 years the Call Center Sector will stagnate and move on to more competitive countries that can fill in the growing deficit in Philippine resources: qualified human capital. As with any other economic indicator and activity, the BPO industry is dictated by the Law of Supply and Demand. According to ...

i admit, i have taken up my old profession. yes, i work at night, staying up late and servicing all kinds of customers. haggling for prices and services. i go home early in the morning only to get some sleep before getting up in the evening to prepare for a workout in the gym (to make sure i am fit and healthy for the work that i do) before going back to work. yes, i am a call boy. i work for a call center. he he he

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