TOPIC 7

COMPETENCE/COMPETENCY

ability of an individual to do a job fully according to set expectations.

BUSINESS PROCESS OUTSOURCER

because of the nature of the industry, look for the same competencies in their job applicants although every company may call these by different names.

COGNITIVE ABILITY

Typical situations when you will use this ability include:

• Understanding and determining the root-cause of a customer’s problem

• Debugging a software program

• Identifying a product or service that would perfectly match a customer’s needs

ENGLISH PROFICIENCY

In this industry, you will typically use English when:

• Listening/speaking with an English-speaking customer

• Writing to an English-speaking customer (e-mail or chat)

• Processing data/documents written in English

• Speaking with the client (the company that outsourced their business to the BPO)

COMPUTER LITERACY

refers to proficiency in using and manipulating various computer hardware, software, and Internet applications.

The growth of the IT-BPM industry has been fuelled by various technological advances. Through the years, international telecommunication infrastructure has become more reliable and dependable, such that communicating with someone half-way across the globe has become effortless.

PERPETUAL SPEED AND ACCURACY

One measure that is often determined and checked in the IT-BPM industry is how long does it take for a person to do a particular task?

COMMUNICATION

Common instances when you need to express your ideas or suggestions through effective communication includes when:

• Speaking with a customer

• Asking or providing assistance to a team member

• Asking for your Supervisor’s support or guidance

LEARNING ORIENTATION

Your willingness to learn will be valuable when:

• Learning the different products and services you will support

• Familiarizing processes, procedures and guidelines when handling customers

• Using the new tools and technologies

COURTESY

• Communicating with a customer either through the phone, online chat or email

• Putting the customer on hold to search for information

• Transferring a customer to another department

EMPATHY

• Understanding the root-cause of a technical problem and troubleshooting the issue

• Understanding the customer’s needs and selling the right product or service

  • Understanding the customer’s billing concerns and offering the right price plan

RELIABILITY

there are 2 measurements IT-BPM use

1. for phone representative

   1. for non-phone representatives

CUSTOMER SATISFACTION

• how satisfied your customers are in your interaction with them

AVERAGE HANDLE TIME

• how long it took you to complete the call, in average

TRANSACTION LENGTH

• how long it takes you to complete the entire transaction (e.g. e-mail)

RESPONSIVENESS

• Making sure all customer concerns are addressed, not just the primary concern

• Giving that extra mile when assisting customers

• Performing beyond the set performance targets or trying to exceed goals

INFORMATION TECHNOLOGY BUSINESS PROCESSING ASSOCIATION PHILIPPINES

IBPAP

ANIMATION COUNCIL OF THE PHILIPPINES INC

ACPI

CALL CENTER ASSOCIATION OF THE PHILIPPINES

CCAP