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Casual Articles - Big IT Wants Call Center Capacity
Approach your IT marketing and advertising with a multi-pronged approach. Think about your retirement account or your investment portfolio. Would you really want to put all of your money into one stock? You probably wouldn't have wanted it to be Anderson or Enron! As you'll learn in this article, you don't want to put all of your marketing eggs in one basket.IT Marketing: Don't Be Seduced by a Sales PitchPeople get seduced by a sales pitch from a friendly advertising person, whether it's for direct mail, or the Yellow Pages, or some other type of advertising vehicle. They don't have an idea of what they want to do marketing-wise over the next six to 12 months. They don't really have a marketing budget or a marketing plan, and then they end up becoming overly dependent or overly weighted in that particular advertising vehicle.Come up with your marketing por
Convergys, another large contact center organization, has hired ICT heavyweights to oversee the company's Information Management Group. Its objective is to focus on developing the company's "hig
A 5 POINT STRATEGY FOR ENSURING YOUR JOB SECURITYThink Job Security is a thing of the past? Think again. While it may be true that no one is exempt from a downsizing, layoff, or unexpected re-organization in today’s economic climate, that doesn’t have to mean you have no job security. Today’s workers simply need to redefine what job security really is given the competitive environment we live in, and where security comes from. You can (and should) have a sense of job security, but it won’t come from your employer. You must give it to yourself. Your number one priority, if you wish to have career longevity and fulfillment, is to remain highly employable. Here’s a proven 5 point strategy to ensure you have security in an uncertain job economy.1. Under-promise, over-deliver 2. Nurture Your Network 3. Invest in Your Competence 4. Have a Plan B and Plan
Chalr? Recruitment Outsourcing
A couple of months ago, IBM announced that it was purchasing a 9,000-person call center named Daksh with operations in India and the Philippines. The acquisition is interesting for two reasons. First, IBM previously had no significant call center capacity and with this one purchase has become a major player in the booming offshore industry. Second, the price IBM paid was considered by most people to be irrationally exuberant. According to investment banking firm Avendus, the price was roughly 15 times last year's earnings (or three times annual revenues). Clearly, IBM felt that owning (rather than just leasing) call center capacity was an absolute necessity for its long-term business strategy.
Earlier in the year, Accenture hired a senior call center executive away from the contact center company ICT Group. When I spoke to this executive about his new job, he said he was hired to be "responsible for the world's single largest call center offshore initiative," which involves 6,000 call center seats. Apparently, Accenture is moving into the call center business in a big way as well.
Traveling in the opposite direction, the large call centers are moving into the IT services business, although in a somewhat less grandiose manner. Sykes is a worldwide contact center organization with many service lines including managing tech support for clients like Microsoft and Intel. It has done such good IT support work that it has moved into full-blown IT outsourcing. In the Philippines, Sykes is hiring software developers by the hundreds to do software programming work for its blue-chip clients.
Convergys, another large contact center organization, has hired ICT heavyweights to oversee the company's Information Management Group. Its objective is to focus on developing the company's "high
Recently I was interviewed by Marketing Magazine, a local magazine in Singapore that keeps close tabs on the marketing strategies companies of all sizes use to reach out to their consumers. I thought that this is an excellent case study of how important positioning, branding and marketing are for your business.For their feature story on Branding, the magazine asked for my comments on Creative Technology’s (renowned for its sound card and MP3 players, and most recently for its legal tussle with Apple) branding efforts. While I’m a fan of Creative, I have to say that their branding leaves much to be desired. In particular, comparing the arch rivals of Creative Tech’s MP3 players vs. Apple’s iPod, it is easy to see where Creative’s branding efforts had gone wrong. Below is a simple comparison of its rival’s branding moves.Apple (A marketing an
Earlier in the year, Accenture hired a senior call center executive away from the contact center company ICT Group. When I spoke to this executive about his new job, he said he was hired to be "responsible for the world's single largest call center offshore initiative," which involves 6,000 call center seats. Apparently, Accenture is moving into the call center business in a big way as well.
Traveling in the opposite direction, the large call centers are moving into the IT services business, although in a somewhat less grandiose manner. Sykes is a worldwide contact center organization with many service lines including managing tech support for clients like Microsoft and Intel. It has done such good IT support work that it has moved into full-blown IT outsourcing. In the Philippines, Sykes is hiring software developers by the hundreds to do software programming work for its blue-chip clients.
Convergys, another large contact center organization, has hired ICT heavyweights to oversee the company's Information Management Group. Its objective is to focus on developing the company's "hig
Moving on from "MLM - Why Most People DO NOT and WILL NOT Make More Money Than They Will Spend - Part Two", I saw the "business," as it is known, drive wedges between marriages, friendships, relationships with children, you name it.The business was used as a reason to liberate families and yet all it did was drive them apart.Personally, I lost count of the number of times that I was on the road presenting the business while my wife was home with our young children. I'd arrive home at 1.00am in the morning, sneak into the house so I didn't wake the family, slide into bed exhausted then get up at 6.00am to go to work and do it over and over again.Apart from the nightly "opportunity presentations," there was always a "family re-union" or some other special whizz-bang event. Most of these events demanded couples attend together.What do you do with th
Earlier in the year, Accenture hired a senior call center executive away from the contact center company ICT Group. When I spoke to this executive about his new job, he said he was hired to be "responsible for the world's single largest call center offshore initiative," which involves 6,000 call center seats. Apparently, Accenture is moving into the call center business in a big way as well.
Traveling in the opposite direction, the large call centers are moving into the IT services business, although in a somewhat less grandiose manner. Sykes is a worldwide contact center organization with many service lines including managing tech support for clients like Microsoft and Intel. It has done such good IT support work that it has moved into full-blown IT outsourcing. In the Philippines, Sykes is hiring software developers by the hundreds to do software programming work for its blue-chip clients.
Convergys, another large contact center organization, has hired ICT heavyweights to oversee the company's Information Management Group. Its objective is to focus on developing the company's "hig
In this day and age, as job competition has increased, interviewing techniques have also gotten tougher. Larger corporations often adopt multi-layered interview techniques from initial screening until the job offer stage.Interview Styles and How to Handle Them ConfidentlyThe need for different interview styles has evolved with the increasing complexities of jobs and work environments, as a scientific means to testing candidates.Behavioral InterviewThis style of interview uses the premise that past behavioral and performance history reveals enough indicators for a prediction of future performance. This type of interview can begin with concealed questions, such as asking you to narrate a tricky situation you have handled in the past. For example, "Please let us know your best accomplishment and how you were able to accomplish it." However, t
Traveling in the opposite direction, the large call centers are moving into the IT services business, although in a somewhat less grandiose manner. Sykes is a worldwide contact center organization with many service lines including managing tech support for clients like Microsoft and Intel. It has done such good IT support work that it has moved into full-blown IT outsourcing. In the Philippines, Sykes is hiring software developers by the hundreds to do software programming work for its blue-chip clients.
Convergys, another large contact center organization, has hired ICT heavyweights to oversee the company's Information Management Group. Its objective is to focus on developing the company's "hig
When stress runs out of control it leads to burnout. No news that this is a workplace problem. Every increase in productivity comes about not by magic but by effort and intensity. The workforce pulls together, works hard, puts in long hours and concentrates. The standards are set high. Of course there is stress.What is news, however, is that stress can lead to the loss of the highest motivated workers, managers and executives. The assumption would be otherwise. One would think the highest motivated people, especially among the ranks of managers and executives, would be the ones with the most staying power. But stress allowed to run out of control always goes in the same direction: burnout.There are five types of burnout:Leaving the profession foreverAbove it allTrapped in a gilded cageDead woodHelpless and hopele
Convergys, another large contact center organization, has hired ICT heavyweights to oversee the company's Information Management Group. Its objective is to focus on developing the company's "higher-value service offerings" in the IT and business process outsourcing (BPO) spheres.
Meeting in the Middle
Another area of budding togetherness for IT and contact center services, BPO is considered the mother lode of outsourcing because it encompasses everything that can be imagined as being outsourced. It is a very big field.
A quick look at the Accenture Web site makes that company's direction clear. It now provides 18 categories of services. Some of the new BPO subsidiaries that have been incorporated over just the past few years are Accenture Finance Solutions, Accenture HR Services, Accenture Learning, Accenture Procurement Solutions, Accenture Business Services for Utilities, Accenture eDemocracy Services and Navitaire -- a bewildering number of extensions to the core Accenture brand.
IBM's approach is to keep all BPO work under a single company umbrella, but its BPO focus in the booming Asia-Pacific region is obvious by its hiring practices. As one example, recent full-page employment advertisements in the Philippines are being used to hire boatloads of people required for IBM's outsourcing operations. The advertisements emphasize the need for "previous experience in the areas of customer care, human resources, employee and payroll services." Requirements for IT skills are stated farther down on the page, giving the appearance of being an afterthought.
On the call center side, Convergys is promoting services like billing and employee care (payroll, b
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