BPO Article

Why Outsource?

Outsource

I think everyone encounters this question. Hence, let me  help you…

 

  1. Cost – Reducing Labor cost is the number one driver why Organizations elect to outsource. Virtually every company cites lowering costs as the primary driver for adopting this business model. According to industry analysts at Gartner, 80 percent of companies name cost-cutting as the main reason for outsourcing. Outsourcing non-core business functions will release valuable time and resources which can be dedicated to managing core functions instead. This means that the management of non-core functions such as call center operations or mail room are transferred to your outsourcing partner. In turn, your company reaps the advantages of your focused view of the areas that are critical to your business, allowing you to be more effective and efficient in your delivery of services. tele-net offers an hourly ALL IN rate wherein organizations get a price for one without the worries and stress of other benefits such as 401K, Retirement, Taxes, Medicare and Insurances. Your rate with us takes care of everything.

  1. Access to Higher Value Skill / Diverse Skill Set – Startup companies or bigger ones do not always have access to skilled employees for all areas of their business. Big companies face the same issue as the cost of labor continues to rise or when the timeline to launch a program is tight. Outsourcing can then be a brilliant option. Processes that are not core to your business, are core processes for outsourced companies and therefore it is in their interest to deliver the highest quality of service in those areas. tele-net existed for twenty three years developing the necessary business skills to help organizations in their pursuit of high return for their investments. The Japanese culture of treating customers with so much care is one of our core services delivered by one of the best in the contact service industry i.e. our Filipino workforce. Outsourcing is not about eliminating your core team. We value their expertise in your business. Having another team allows you to compare performance and output see what works and become a better organization.

  1. Improves Service quality and speed of Delivery – When your workforce is distributed in different areas or location a 24/7 coverage is met. It is challenging to put people on a graveyard shift because it requires extra labor cost or simply disliked. tele-net’s multiple location gives our clients full coverage as one of our shops closes for North America our Philippine call center takes over. The twelve hours’ time difference gives us the full advantage in being able to deliver a full coverage. For a client’s organization that runs customer service, technical support on chat and email response is done on real time as our workforce is readily available to answer making the whole experience with your brand easy and always accessible.

  1. Scalability – tele-net is in the business of hiring and developing people. Being able to prepare for a Holiday Ramp, Thanksgiving, back to School or simply your peak season is easily done to answer the need of your organization. We can go from twenty-five core agents to a hundred in a matter of weeks and all of this is part of our service. Our company’s continuous improvement program of developing leaders from our existing workforce answers your need for reliable people whenever there is a need. Organizations like yours does not need to worry about buying more computers, setting up stations, recruitment not meeting their quota, additional servers, etc. because we all take care of this in a faster pace. We have been doing this for decades and have transformed into a top-notch service delivery center.

  1. Disaster Recovery – placing your support team in one area or “basket” endangers your ability to provide services. tele-net prides itself with multiple locations fully connected to each other and mirrored to support your ever-demanding up-time. We can always switch from one site to another. If you go down we will be here to assist, retain and resolve your customers concern.

 

for more info contact: cebuinfo@tele-net.co.jp

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BPO Article

Why Metro Cebu and not Metro Manila?

Cebu Skyline

picture source: http://www.guidetocebu.com

Cebu, as part of the Philippines has been under the system greatly influenced by American education. With the recent changes of this system the whole country is now compliant with the rest of the world when it comes to the basic form of education. All methods of teaching and books are in English and is required during the years from elementary to tertiary. As a matter of fact, in college a student only deals with one subject that uses the Philippines National Language while the rest are “Americanized”. Cebuanos as the locals are called or “Bisaya” culturally are inclined to speak English more than the National Language “Tagalog” for the simple reason of comfort.

“Westernized” would be the best fit description to the workforce of the whole country, the Philippines. New technology, sense of comfort, and entertainment is either patterned after or greatly influenced by USA plus a good portion of the population has a relative residing there also. So the country has adapted, is aware and born to understand everything about the US.

Asiaweek listed Cebu as one of “Asia’s Best Cities,” noting that “Cebu’s quality of life has kept pace with its growth.” Asiaweeek also pointed out Cebu’s relatively low levels of crime rate.

Cebu has a moderate climate and because of its interior location within the Philippine’s Island chain, Cebu is rarely impacted by the typhoons that can be a serious issue on other islands. Manila, on the other hand, is regularly challenged by typhoons and its outdated drainage systems can create flooding that makes it difficult for commuters to get to work.

Cebu as a “second best city” competes with Manila the capital in every sense making it mirror the technology of the latter. Basically whatever you have in the capital, Cebu has it. This is of course done with lower cost of living, wage rates, real estate, utilities such as electric and water.

Cebu has received a multi-billion-dollar infrastructure project from the Philippine government to further improve its public transportation system with the implementation of the Bus Rapid Transit cutting down on traffic and petroleum usage. It helps Tele-Net employees with faster travel time and a lower cost of every day commute.

Cebu houses 11 top notch universities that produces 43,000 graduates per year. Being centrally located in the country it attracts even more work force from southern part of the Philippines because it is nearer that the capital which is Manila located on the north.

As mentioned before, Cebu’s locals have been recognized for being good in their English communication. The city has over a lot of language schools patronized by Koreans, Japanese. Taiwanese, Thais and Chinese for their education.

All of these reasons mentioned allows Tele-Net to have a strong and capable workforce while maintaining a low overhead cost.

Cebu, Philippines was selected by Tele-Net was purposely selected for the reasons stated above.

for more information: cebuinfo@tele-net.co.jp

BPO Article

Business Continuity: the necessary plan!

business_continuity_plan

Hurricanes like Irma and Harvey are titans that need to be dealt with. Everyone who reads this hope that she or he has the solution to avert or at best stop a calamity like this. But can we? So far no one can. As millions suffer yearly brought about by natural calamities business on the hand are also hit hard. These recent catastrophes brought about the realization that there is nothing that can fully hurricane proof you. It is next to impossible. You might have a tank for an office but power gets lost or employees cannot come to work on days that the whole city is flooded. So, what do you do?

Customer service for an eCommerce, Travel, Internet companies, etc. all have the same need i.e. a system that is running 24/7/365. Customer satisfaction scores begins and end when you are there for your customers. Being able to provide an answer or an assurance that someone is working out a solution You would not want to call your airline and get an answer that they are down for some reason. Business must go on regardless of the reason.

What is the ‘Business Continuity Planning – BCP? Is this a solution?

The business continuity planning (BCP) is the creation of a strategy through the recognition of threats and risks facing a company, with an eye to ensure that personnel and assets are protected and able to function in the event of a disaster. Business continuity planning (BCP) involves defining potential risks, determining how those risks will affect operations, implementing safeguards and procedures designed to mitigate those risks, testing those procedures to ensure that they work, and periodically reviewing the process to make sure that it is up to date.

source: http://www.investopedia.com

Tele-net is a perfect disaster recovery site, a partner for anyone who needs a 24/7/365 support. The company has fifteen locations worldwide i.e. Japan, Philippines, China and US. Each of the site is looped in and replicates each other. Taking one site for example, Cebu tele-net Philippines. The site has three multiple back up on an expandable 100Mpbs fiber line for its internet. Routes were audited to ensure that they are on a different loop going out of the country. The building is PEZA (Philippine Economic Zone Authority) certified. Simply put, it can withstand a 9.1 magnitude earthquake, has UPS system wherein the generator kicks in five to eight seconds and can run for two weeks with its own fuel depot. The two diesel powered generators can sustain all the power need of the building including the A/C running to ensure that employees are comfortable working even in disaster period. Having this certification certifies that the company’s system is the latest and the greatest.

 

for more information: cebuinfo@tele-net.co.jp

tele-net

The Bonita Experience!

bonita 2

Ensuring the bright future of the next generation should be everyone’s mission. It is the right of every children to be happy and be secured in the society. Everyone must contribute in the assurance that they are given a good life. It is unfortunate though that this remains as an ideal concept – only!

Places like the Bonita Home for girls is a dark and monumental reminder of what became of our society. Most of the girls here were victims of abuse and have had very traumatic experiences in their lives. The institution is run by the Franciscan Sisters of the Sacred Heart.

It was a different Saturday for most of us. This time we were not dragging our feet on the way out of the office. September 23, 2017 – the whole operations floor was on a hype. Everyone was talking about what they will be doing. Energy was at an all-time high as everyone was making sure that everything was in place and things that needed to be brought were in the company car. It was different from the mundane call center life that we had. Thankfully it was an activity that is enriching to our humanity. Days before, the agents and front line staff (Japanese and Filipino) prepared and contributed for the gifts and practiced for presentation. All this excitement was for the Bonita House day.

The Japanese and Filipino management of Cebu tele-net are the driving force that started this event. The Bonita House day brings about a constant positive influence to the rest of the employees. It is the time of the month where everyone in the organization offers their time to visit the institution and cheer the girls. Funds for the event both comes from the company and the employees voluntarily giving their own money and time to participate. Personally, this activity charges me with positive outlook in life. Cheering up the littles ones that have undergone a terrible chapter in their life just taps deeply in everyone’s heart. Hearing the children cheer, laugh and see them enjoy releases the weeks or months being overwhelmed with the task at work. One realizes how lucky he or she is seeing how simple things like your presence, time or a piece of notebook draws a smile from them.

The Human Resource team of Cebu tele-net encourages the participation of employees in this activity as they become more positive in their task. “Positiveness” makes a happy workplace. The volunteer work aimed in cheering up the children in Bonita House bounces back to the employees who in return are cheered. This month’s visit to the place was a memorable one for Cebu tele-net as it was a homecoming for one of its employee. A statement that there is a bright future for these kids if they continue in their studies with the guidance of the Franciscan sisters.

Kudos to the sisters!

bonita 3

Bonita

BPO Article

#Malasakit

padre e figlio si tengono le mani

picture source: http://www.xpats.com/domestic-and-foreign-adoption-belgium-downward-trend

by: Silver Cepeda

It was almost a year ago when everyone in the call center industry of the Philippines gathered for the annual ICCCE (International Call Center Conference and Expo) Contact Islands 2016. What I cannot forget about the whole experience is the focus on what makes the Philippine workforce different or what makes them special. The event answered it in one word “malasakit”.

Quickly referencing google to define the word malasakit it would give you “care”. However, for a regular Filipino this does not encompass the full meaning of the word. Malasakit is more than care. It is the nature to go beyond or to see through that someone in need is taken cared or fulfilled of their need. This is normal and evident to the majority of the population because caring for someone is innate and natural.

I am on my way home stuck in Los Angeles International Airport (LAX) waiting for my flight to Hongkong which will leave in five hours. My week in United States has been a fruitful one and I cannot help but recollect my experiences which reminded of the word “malasakit”.

Joe the doorman of the Mosser Hotel proudly told me that the Hotel Industry of San Francisco is populated by Filipino staff. True to that claim almost everyone that I met in that hotel speaks tagalog and has that warmth smile that reveals their nationality. I was amazed by their willingness to make sure that your concern is answered. Simple question of “the good steak in town, where can I smoke, how much is the taxi fare from point A to B”. Questions that are simple yet they display patience, pulls out a map and shows you where it is and making sure you clearly understood. Malasakit’s formula is then decoded with the following key ingredients i.e. understanding, patience and the utmost care. Walking down to the self check-in section American Airline, I asked a lady to help me figure out how to do it as I am overwhelmed with my luggage. She was very patient and even did it for me, showed me the direction to the next step. What gave her nationality was her big smile when she saw that I was headed for Cebu City. The lady in the duty free shop who willingly walked me to the smoking area of Tom Bradley which took us more than ten minutes in the maze and complications of the airport and it was just for a smoke. Imagine, if it was for something else. This characteristic is indeed something that makes Filipino the perfect workforce for a service related industry. When helping is natural coupled with the warmest smile in the world then who and what can go wrong.

Cebu tele-net Philippine Corporation is a Japanese company that expanded its operation in the Philippines and chose Cebu City to house their expansion in the country. The driving force of the organization is to deliver Japanese efficiency and hospitality which is centered in their culture of “omotenashi” (please read my previous article to understand this word). Believing in the skill set of the Filipino workforce and aware of their world class customer service expertise the organization continues to push the sales division to acquire and service more and more clientele in North America or any English speaking country. The marriage of both culture is the apex of the desire to provide top notch customer service and delight on each and every phone contact that the company makes. Malasakit and Omotenashi at its best.


for more information please contact:

cebu-info@tele-net.co.jp

 

 

 

tele-net

Your perfect partner for call center services…

a1

Partner with us!

  • Japanese style of management, training and style of delivering performance.
  • Twenty-two years in existence as an end to end service delivery center focused on call center services.
  • PEZA accredited company
  • ISO 27001, PCI DSS, etc. compliant
  • Backed up with multiple location in Japan, China and US.
  • ALL IN rate with no hidden fees
  • No set up charges
  • Transparent and easy to talk to decision maker
  • “Client needs first” coporate mentality
  • Exceptional Leadership
  • End to End services

 

 

for more information:

Call: +1 415-466-7222

Email: cebu-sales@tele-net.co.jp

 

 

BPO Article

What it takes to be a PEZA Certified Company?

Informing a prospect or a potential client that we are a PEZA certified company might be a selling point for a call center like Cebu tele-net. Honestly, does it have any impact on a sales pitch? I have asked my self multiple times. I would understand the side of the prospect or anyone thinking of outsourcing if they would be asking what is it or just goes silent not caring what was mentioned. In this article, I would like to discuss and dig a bit deeper what it means by being a PEZA accredited company. I am not a lawyer nor a government expert. I have been in the call center industry here in Philippines for ten years and have heard this acronym multiple times. It’s time to know and be informed.

Wikipedia explains: Philippine Economic Zone Authority (PEZA) is a government agency in the Philippines attached to the Department of Trade and Industry created to help promote investments in the export-oriented manufacturing industry into the country by assisting investors in registering and facilitating their business operations and providing tax incentives.PEZA also assists investors who locate in service facilities inside selected areas in the country (areas are called PEZA Special Economic Zones) which are usually business process outsourcing and knowledge process outsourcing firms. Other activities also eligible for PEZA registration and incentives include establishment and operation within special economic zones for tourism, medical tourism, logistics and warehousing services, economic zone development and operation and facilities providers.

Historically, PEZA was enacted under Republic Act 7916 and was passed by the House of Representatives and the Senate and approved by former Philippine President Fidel V. Ramos on the 21st of February, 1995.As provided in the Special Economic Zone Act, the PEZA Board is chaired by the Secretary of the Department of Trade and Industry. Vice-Chair is the Director General (Chief Executive Officer) of PEZA. Members of the Board are Undersecretaries representing nine key government Departments, to ensure efficient coordination between PEZA and their respective Departments on matters pertaining to investors’ operations inside the Special Economic Zones.

PEZA offers both fiscal and non-fiscal incentives as well as ready-to-occupy business locations in world-class economic zones and IT parks or buildings. Fiscal incentives include: income tax holiday for a certain number of years, which translates to 100% exemption from corporate income tax; tax and duty-free importation of raw materials, capital equipment, machineries and spare parts; exemption from wharfage dues and export tax, impost or fees; VAT zero-rating of local purchases subject to compliance with BIR and PEZA requirements; exemption from payment of any and all local government imposts, fees, licenses or taxes; and exemption from expanded withholding tax. Non-fiscal incentives, on the other hand include simplified import-export procedures, extended visa facilitation assistance to foreign nationals and spouses and dependents; special visa multiple entry privileges; and more

source: https://en.wikipedia.org/wiki/Philippine_Economic_Zone_Authority

I don’t want to drown you with all the technical terms and requirements that involves for an organization to be accredited or certified. Let me give you the link for you to explore and have a better understanding about what one needs to belong to the list.

Requirements for Registration with the Philippine Economic Zone (PEZA)
source: http://www.filipinovirtuallawyers.com/2012/08/02/requirements-for-registration-with-the-philippine-economic-zone-peza/

CHECKLIST OF REQUIREMENTS FOR INFORMATION TECHNOLOGY PARK/CENTER APPLICATION
source: http://www.peza.gov.ph/documents/EDD.1.I.002_IT%20Park%20and%20Center.pdf

LIST of PEZA Accredited Companies
source: https://www.google.com.ph/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=0ahUKEwid6peY44LWAhVCiLwKHSQhAkgQFggmMAA&url=http%3A%2F%2Fwww.peza.gov.ph%2Fdocuments%2Ffirmsmay2016.xls&usg=AFQjCNFs14xAKSwDeLlCSRxqI1UDv2LqzA

 

Reading through the documents, I think we can all agree that it is not easy. Good thing, the Call Center Association of the Philippines (CCAP) and IT and Business Process Association of the Philippines (IBPAP) are organizations that can help and will help companies who wants to relocate or start outsourcing in the Philippines. They have one-stop-shops setup to help speed up the process. There are also law and accounting firms that can help you. Personally knowing people in CCAP, I would endorse these guys because they know and are well experienced. Guys like Jojo, Benedict and Rona with all the Board Members made it their mission to assist and make the industry prosper amidst the competition creating a positive vibe for everyone to step up creating a very healthy environment for business. Here is their website IBPAP (http://www.ibpap.org/) CCAP (http://ccap.ph/)

Cebu tele-net Philippine Corporation is a PEZA accredited company. It is, let me say intense to get one as you have read. You have to be financially capable and transparent, IT infrastructure in place must be best in class in a PEZA building which itself has a dozen or more checklist to achieve to be as such. The company is serious about doing business and in delivering Japanese excellence and hospitality. As the CEO Naoya Osawa mentioned, “in order to achieve our mission we have to be the best and stick to a higher standard of doing business.You cannot deliver Japanese excellence in a place where your infrastructure fails you.”

 

For comments and suggestions contact the following:

Cebu tele-net Philippine Corporation
cebuinfo@tele-net.co.jp / +1 415-466-7222

 

 

Uncategorized

Why Outsource with Cebu tele-net?

a22

  1. Cost – Reducing Labor cost is the number one driver why Organizations elect to outsource. Virtually every company cites lowering costs as the primary driver for adopting this business model. According to industry analysts at Gartner, 80 percent of companies name cost-cutting as the main reason for outsourcing. Outsourcing non-core business functions will release valuable time and resources which can be dedicated to managing core functions instead. This means that the management of non-core functions such as call center operations or mailroom are transferred to your outsourcing partner. In turn, your company reaps the advantages of your focused view of the areas that are critical to your business, allowing you to be more effective and efficient in your delivery of services. Tele-Net offers an hourly ALL IN rate wherein organizations get a price for one without the worries and stress of other benefits such as 401K, Retirement, Taxes, Medicare and Insurances. Your rate with us takes care of everything.
  1. Access to Higher Value Skill / Diverse Skill Set – Startup companies or bigger ones do not always have access to skilled employees for all areas of their business. Big companies face the same issue as the cost of labor continues to rise or when the timeline to launch a program is tight. Outsourcing can then be a brilliant option. Processes that are not core to your business, are core processes for outsourced companies and therefore it is in their interest to deliver the highest quality of service in those areas. Tele-Net existed for twenty years developing the necessary business skills to help organizations in their pursuit of high return for their investments. The Japanese culture of treating customers with so much care is one of our core services delivered by one of the best in the contact service industry i.e. our Filipino workforce. Outsourcing is not about eliminating your core team. We value their expertise in your business. Having another team allows you to compare performance and output see what works and become a better organization.
  1. Improves Service quality and speed of DeliveryWhen your workforce is distributed in different areas or location a 24/7 coverage is met. It is challenging to put people on a graveyard shift because it requires extra labor cost or simply disliked. Tele-Net’s multiple location gives our clients full coverage as one of our shops closes for North America our Philippine call center takes over. The twelve hours’ time difference gives us the full advantage in being able to deliver a full coverage. For a client’s organization that runs customer service, technical support on chat and email response is done on real time as our workforce is readily available to answer making the whole experience with your brand easy and always accessible.
  1. Scalability – Tele-Net is in the business of hiring and developing people. Being able to prepare for a Holiday Ramp, Thanksgiving, back to School or simply your peak season is easily done to answer the need of your organization. We can go from twenty-five core agents to a hundred in a matter of weeks and all of this is part of our service. Our company’s continuous improvement program of developing leaders from our existing workforce answers your need for reliable people whenever there is a need. Organizations like yours does not need to worry about buying more computers, setting up stations, recruitment not meeting their quota, additional servers, etc. because we all take care of this in a faster pace. We have been doing this for decades and have transformed into a top-notch service delivery center.
  1. Disaster Recovery – placing your support team in one area or “basket” endangers your ability to provide services. Tele-Net prides itself with multiple locations fully connected to each other and mirrored to support your ever demanding uptime. We can always switch from one site to another. If you go down we will be here to assist, retain and resolve your customers concern.

 

for questions and comments please contact:

email: cebuinfo@tele-net.co.jp