Call center Transcom Asia denies Bacolod layoffs

Outsourcing firm Transcom Asia has denied there will be massive layoffs in its Bacolod operations following reports that close to 170 call center agents had been retrenched last week.

“Nobody has been [discharged]. We need to go through a process until we identify justification and until such time, I don’t want to speculate," Philippine country manager Siva Subramaniam said in an e-mail.

On Tuesday, a text message from a call center agent circulated, claiming that six were being terminated for failing to reach certain targets.

As of press time, however, none of the complainants have publicly come out despite earlier reports that two of them were planning to file a case against the outsourcing company.

Subramaniam said he could not reveal exactly how many people would exit by the end of the year, if ever it happens, adding “this is a private matter between Transcom and the employees."

“All I can say is that we have no massive layoffs and this whole affair has been blown out of proportion by the media," he added.

Transcom Asia, one of the four major call centers operating in the city, opened on Aug. 1 in a 1,000-seat facility at Lopue’s South Square.

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Outsourcing Changing the Call Center Jobs Market

The call center jobs market is changing as outsourced contact center services become more popular. The growth of this sector, Frost & Sullivan (News - Alert) said in a recent report, is driven by financial, strategic and technological factors.

Strategically, many organizations looking for ways to focus on core competencies are finding that it makes sense to outsource some or all of their call center operations to firms that specialize in customer interactions.

Financially, outsourcing call center operations also makes sense, because often consistent results can be achieved more effectively by outsourcing than staying in-house, Frost & Sullivan analyst Michael DeSalles said in the report.

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Call Center Project - Insurance Claims

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Id : 54374615

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Title : Insurance Claims

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We are Uk based and looking to outsource our requirement of Insurance Claim. We require lead generating service providers for outgoing call to the general public in England and Scotland to obtain the accident and insurance leads. They also have to take details of accident - date, time place (Two sets of form to be completed of 2 pages each). The centers have to arrange their own leads according to different areas. The approximate budget for the project is more than USD 1000 and we are looking for centers to collect 10 to 50 leads per week and increasing depending on quality of leads. All the leads will be verified in UK. Only a short script will be needed of 4 sentences to start the call and the rest will be read from the sheets that will be provided by us. Interested centers are requested to contact us as soon as possible with their profile. Note- We strictly prefer initial contact by email.

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Do-not-call: Only 8,000 telemarketers log in

Even as all telemarketers were asked by the telecom regulator to register with the Department of Telecommunications (DoT) by August 31, only 8,000 telemarketers have registered as of October 1, according to the Telecom Regulatory Authority of India (Trai). There are a total of around 30,000 telemarketers in the country.

Registered telemarketers can only make calls or send SMSes to those phone users, who are not registered with the National Do Not Call (NDNC) registry, or those who don’t mind receiving unsolicited commercial communication. Technically speaking, unregistered telemarketers can continue to send unsolicited calls and SMSes, till official complaints are lodged against them.

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A call centre in your bedroom?

The trend for call centre workers to be based from home is set to increase rapidly over the next five years as businesses look to cut customer service costs.

Analyst Datamonitor claims the use of outsourced home agents is now becoming a mainstream option for businesses.

There are currently around 47,000 home-based outsourced call centre workers working 20 hours per week or more globally - predominantly in the US - and Datamonitor predicts this will rise to almost 224,000 by 2012.

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