The Speech Act of Apology by Filipino Call Center Agents

The Philippines is a global leader in business process outsourcing (BPO). Many foreign investors view the Philippines as a viable location for their call center operations due to the Filipinos' strength in English proficiency. This study focuses on inbound call center accounts that deal with a variety of call situations, ranging from information requests to difficult calls that require more time to handle, such as complaint calls. Since the goal of any business is customer satisfaction, this research aims to investigate how Filipino call center agents mitigate and reduce the liability and guilt towards customers. Results show that the 90 call center representatives have successfully produced 'perfect apologies' by providing all five strategies posited by Cohen et al. (1986) in most of their complaint calls. However, the sequence is distorted by emphasizing more on offering a repair. This leads to a recommendation that calls center training on apology be emphasized on building personal connections rather than a mechanical response to situations.

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Knowledge and myths about pulmonary tuberculosis among selected employees in a business process outsourcing company in the Philippines

Enfermería Clínica ◽

10.1016/j.enfcli.2019.12.004 ◽

2020 ◽

Vol 30 ◽

pp. 15-17

Author(s):

Michell Katrina S. Gonong ◽

Michael Joseph S. Diño

Keyword(s):

Pulmonary Tuberculosis ◽

Business Process ◽

The Philippines ◽

Business Process Outsourcing

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South Africa's business process outsourcing services sector: Lessons for Western-based client firms

South African Journal of Business Management ◽

10.4102/sajbm.v45i4.140 ◽

2014 ◽

Vol 45 (4) ◽

pp. 45-58 ◽

Cited By ~ 1

Author(s):

M. C. Lacity ◽

L. P. Willcocks ◽

A. Craig

Keyword(s):

South Africa ◽

Business Process ◽

Business Processes ◽

Economic Value ◽

Case Study Research ◽

The Philippines ◽

Value Proposition ◽

Time Zone ◽

Business Process Outsourcing ◽

The Uk

Since 2008, South Africa has become one of the world's upcoming offshore destinations for business process outsourcing (BPO), a market estimated to be worth $US 182 billion globally by 2013. Western-based client firms evaluating South Africa as a BPO destination must consider the country's relative value against alternative locations. Client firms also have a number of engagement models from which to choose, inclucling outsourcing, erecting a captive centre, or acquiring an existing BPO business. The research finds that, for the UK, US, and Australian client companies in this study, South Africa's value proposition is not just based on costs as other locations are often cheaper. South Africa's value proposition is about overall economic value, high quality service and staff, strong cultural compatibility, and a favourable time zone. The findings reveal that South Africa complements the global portfolio for Western-based client firms that already have BPO centres in Inclia, the Philippines, and Eastern Europe. Moreover, whether client firms build or buy services from South Africa, the research identifies clistinctive risks that need to be mitigated by investing in and effectively governing the business processes performed offshore. Finally, from the case study research, this article identifies management lessons for leveraging South Africa's identifiable BPO service advantage.

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A Qualitative Study of Green IT Adoption within the Philippines Business Process Outsourcing Industry

International Journal of Enterprise Information Systems ◽

10.4018/ijeis.2015100102 ◽

2015 ◽

Vol 11 (4) ◽

pp. 28-62 ◽

Cited By ~ 8

Author(s):

Alexander A. Hernandez ◽

Sherwin E. Ona

Keyword(s):

Business Process ◽

Organizational Context ◽

Positive Impact ◽

The Philippines ◽

It Adoption ◽

Business Process Outsourcing ◽

Green It ◽

Adoption Theory ◽

Context Factors ◽

Decision Making Processes

This study explores the green IT adoption experience of organizations within the business process outsourcing industry in the Philippines using a multi-theory perspective. Through a multiple case study with three organizations, it presents a holistic account of the factors in green IT adoption. This study shows the usefulness of complementarily deploying adoption theory and offers important theoretical and practical implications for organizations as they extend their BPO operations globally. In this study, the authors discovered that technological and organizational context factors have greater positive impact on Green IT adoption within BPO organizations while environmental context factors have lesser impact in decision-making processes.

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