TLE 10 - ICT: The Contact Center Industry

Vocabulary flashcards covering key terms, historical timeline milestones, and career opportunities in the Philippine Call Center and BPO industry.

Customers

People who buy products or ask for services from a business, entering transactions using information technology assisted devices like computers or mobile phones.

Clients

Refers to the companies that the call center agent or representative represents.

Agents or Representatives

Personnel who assist and give solutions to customers regarding their particular needs.

Business Process Outsourcing (BPO)

A business practice involving the subcontracting of business operations and activities to a third-party service provider so an organization can focus on its main objective.

Call Center

A communication-based company that assists larger companies in first-world countries by handling customer-related services such as inquiries and complaints.

Sunshine Industry

A tag given by the Philippine government to Call Centers because of their rapid expansion and status as the fastest growing sector in the economy.

Contact Center Association of the Philippines (CCAP)

An organization established in 2001 by Mar Roxas to promote the Philippines as a global leader in the IT-BPO industry.

Special Economic Zone Act

A law passed in 1995 under former President Fidel V. Ramos that aimed to attract foreign investors and generate employment in the Philippines.

Jim Franke and Derek Holley

Former employees of a multi-national consulting company who founded the first call center company in the Philippines in 1999.

1992 BPO Milestone

The year the first call center started providing basic services in the Philippines, according to the Contact Center Association of the Philippines (CCAP).

2000 BPO GDP Contribution

The year the BPO industry contributed 0.075\text{\textpercent} to the Philippines' Gross Domestic Product.

2005 BPO Industry Share

The year the BPO Industry contributed 2.4\text{\textpercent} of the Philippines' GDP and gained 3\text{\textpercent} of the global BPO market.

2006 BPO Growth Rate

The year the BPO Industry recorded a 46\text{\textpercent} Annual Growth rate.

2010 BPO Milestone

The year the Philippines was officially named the World's BPO Capital, with $525,000$ people employed in this sector.

2011 BPO Employment Statistics

The year a total of $638,000$ Filipinos worked in BPO ($400,000$ in Call Centers), making it the biggest and fastest job provider in the private sector.

2013 BPO Employment Milestone

The year $900,000$ Filipinos were working full-time for the BPO Industry, creating an increase in profits.

2016 BPO Job Projection

The year by which the BPO industry was projected to generate $1.3\text{ million}$ jobs.

Account Executive

A professional who helps grow companies by finding leads, closing sales, supporting existing clients, formulating sales strategies, and communicating product value.

Customer Service Representative (CSR)

An agent who helps customers with complaints and questions, provides product and service information, takes orders, and processes returns.

Data Entry/Order Clerk

A worker who inputs data into a computer from non-electronic forms or documents.

Sales Representative

A call center professional who works with customers to determine their needs, create solutions, and ensure a smooth sales process.

Technical Support Representative (TSR)

An agent who answers incoming phone calls to troubleshoot customer tech problems with computer software and hardware.

Chat Support Representative

A representative who provides real-time customer assistance through live chat platforms using clear, professional, and grammatically correct written communication.

Email Support Representative

A representative who handles customer concerns and inquiries through email correspondence promptly and professionally.

Subject Matter Expert (SME)

A specialist who assists agents with complex issues and acts as a bridge between frontline staff and management.

Quality Assurance (QA) Analyst

An analyst who monitors and evaluates CSR performance by reviewing calls, chats, and emails to provide feedback and recommend service quality strategies.

Team Leader (TL)

A supervisor who guides a group of agents, conducts performance evaluations, provides coaching, and addresses operational concerns to meet performance targets.

Trainer

An individual responsible for conducting training programs for new and existing employees to develop communication, technical, and customer service skills.

Workforce Management (WFM) Analyst

A analyst who forecasts call volumes, prepares work schedules, and monitors staffing requirements to ensure optimal resource allocation.

Human Resources (HR) Specialist

A specialist managing employee-related functions including recruitment, employee relations, compensation, benefits, and policy compliance.

Operations Manager

A manager who oversees the overall performance and productivity of BPO operations, develops efficiency strategies, and manages resources.

Business Analyst

A professional who examines business processes and analyzes operational data to recommend strategies that enhance productivity and decision-making.