BusnPolicy Report :)

I. Outsourcing
So.. lets start with the definition of outsourcing. Generally, outsourcing is using external
resources or getting help from the outside of the organization. There are many big
companies who outsources their businesses such as Apple, Nike and Hp and many
others. They will choose locations where labor is very cheap but the skill of human
capital is relevantly acceptable, countries such as China, India and the Philippines are
the most targeted countries for outsourcing. In order to outsource, they need an
outsourcing company to help them. The companies are global outsourcing companies for
sales, service and support. This outsourcing companies now manage to have a
partnership with large companies, this outsourcing companies nowadays are fast
growing since the demand for outsourcing is very high.
Before the large company decides to outsource, there are few reasons why they do so.
First is time. We know that nobody has the time to do everything therefore we should
seek the time to get the job done. Next, money. It takes a lot of time and money to find
additional resources. Many big companies uses cost-efficiency as a reason to outsource
their businesses. 3rd is importance. Sometimes we just have to focus on the needed and
more important things in the business to get all job done. Lastly, Skills. Outsourcing
gives the organization the chance to find someone outside the organization to bring in
the skills required. So through outsourcing, clients will save cost, clients will save time
and outsourcing makes money.
II. Business process outsourcing
The most common forms of outsourcing of operations are information technology
outsourcing and business process outsourcing. Well focus more on business process
outsourcing.
The global BPO industry remained strong despite the prevailing uncertainties in the
global economic environment. Demand for business process outsourcing increased and
urged employment and investment in the industry as the big companies in the US,
Europe, Asia and Asia-Pacific continued to look at outsourcing as a means to reduce
costs as well as sustain their business operations.
India and the Philippines have capitalized well on their first-mover advantage in the
global outsourcing space, with both countries representing a combined 60 percent share
of the total global offshore market by end of 2010.1 According to IBMs Global Locations
Trend 2010, the Philippines already surpassed India as the world leader in
business process outsourcing. The country outpaced India in the voice-based support
services, drawing support from its well-educated workforce with good command of the
English language.
Business process outsourcing is defined as the delegation of service-type business
processes to a third-party service provider. It covers services related to information
technology, business administration, sales, marketing, and customer care ( DTI, 2003 ).
Business process outsourcing or BPO is a growing industry in the Philippines. The
BPO industry in the Philippines has grown 46% annually since 2006. In 2012, ITO-BPO in
the Philippines generated more than $13 billion in revenues, an increase of $2 billion
from the $11 billion in 2011. Additional 600,000 jobs are needed by the BPO industry
until Year 2016. This boom is led by demand for lower labor costs, a highly skilled and
educated work force, and high proficiency in speaking English.
BPO services in the country are generally classified into seven subsectors:
III. Call Center
There are instances that BPO and call center are interchangeably use, or there are those
who use BPO in a broad sense when describing the working conditions of workers, the
BPO may sometimes be used to denote call center. The call center industry is often
interchangeably referred to as the voice sector, contact sector industry or customer

service industry because the service entails interactive communication with the clients
or customers (Ofreneo et. Al, 2007).
The term call center is used as a collective term to refer to these operations for the
reason that the primary means of contact facilitated by these businesses are through
telephone calls. A call center is a customer-oriented business operation handling multiple
types of customer-oriented functions such as marketing, selling and servicing, through
multiple channels of customer interaction such as electronic mail, the World Wide Web,
electronic messaging, voice messaging, fax messaging, and traditional mail.
Call Centers handle both inbound and outbound calls. Inbound calls are initialized by the
customer and the call centers duty is o respond to whatever requests for information or
service the customer has. (ex. Inquiries, recording for complaints, transcription services)
Outbound calls are initiated by the call center representative to a pre-defined list of
prospects or customers given by the organization. (ex. Telemarketing activities, advisory
services to selected clients)
The call center sector comprises 80% of the total BPO industry in the country. With 80%
of the call services provided for the US market. Call centers activities (voice) with
PHP73.9 billion contributed three-fourths share to the total value added for BPO
activities.
IV. Convergys
Convergys Corporation is a corporation based in Cincinnati, Ohio, that sells customer
management and information management products, primarily to large corporations. It
is a global leader in providing customer care, human resources and billing services. The
said company combines specialized knowledge and expertise with solid execution to
deliver outsourced solutions, consulting services and software support. Convergys serves
the world's leading companies in many industries including: Communications, Financial
services, Technology, Consumer product.
In the Philippines, from a single contact center in Manila which opened in 2003,
Convergys now have 34 contact center facilities in key cities nationwide. With over
55,000 employees, Convergys is the largest private employer in the country and is one
of the top BPO- Call Center Company earner.

Company leadership: ANDREA J. AYERS Convergys Corporation President & CEO

IVIC MUECO Convergys Philippines Service Corporation
President/ Country Manager
Industry: Customer management, Information management, outsourcing, consulting
and professional services

Convergys Philippines Service Corporation focusses mainly on the industry of customer

management. With Convergys customer management solutions, you can provide
excellent, seamless customer experiences across channels while reducing operational
costs. Our solutions focus on making it easy to do business with your company
reducing customer effort, increasing satisfaction, and taking costs out of your customer
service operations.
Customer Service Deliver a personalized customer experience for
everything from problem resolution to billing inquiries and everything in between.
Technical Support Give customers the service they need from people
who understand the technology.
Back Office Simplify day-to-day tasks that take your focus off of your
business.
Outbound Services Reach out and engage your customers with
proactive, outbound services.
Sales Drive revenue with personalized offers and interactions.
Collections Resolve delinquencies while ensuring compliance and
building customer loyalty.
Relationship Management Let us nurture and manage your
relationships with customers, partners, or employees.
Analytics Understand where breakdowns occur in cross-channel
delivery and gain insights into exactly what needs to be fixed, and how to do it.
Service Channels Deliver contextually relevant, personalized service
across all of your customers' preferred channels.
Home Agent Gain flexibility, scalability, and quality in meeting agent
staffing needs.
Customer Interaction Technology Maximize customer satisfaction
and loyalty, reduce cost to serve, and increase revenue with solutions designed to
address complex customer management needs across the entire customer
lifecycle from acquisition through retention.
Convergys Technologies Boost loyalty and increase revenues with
our solutions designed for network operators.

Diversity
Interested in leveraging all that a global market has to offer? At Convergys, we believe
individual differences produce genuine competitive advantages in a global market.
Leveraging our workforce's diversity maximizes our productivity and enhances the
quality of service we offer all of our clients.
A Global Strategy
Global Diversity & Inclusion, the inherent, acquired, and learned qualities that
employees, clients, and suppliers bring to our organization, is a strategic imperative at
Convergys
Supplier Diversity
Convergys promotes active inclusion of minority, women, small disadvantage, HUBZone
and service disabled veteran owned businesses (MWSDVBE) in our established
procurement processes. Engaging qualified suppliers of goods and services creates value
for Convergys, its clients and shareholders through innovative ideas, more
comprehensive solutions to business challenges and faster response to changing
marketplace dynamics. Convergys will provide maximum practicable opportunity for

diverse suppliers to equitably compete with other suppliers who meet our quality,
service, procurement, business and contractual requirements.
Strategies:
On March 3, 2014, Convergys completed the acquisition of Stream Global Services
creating the 2nd largest BPO provider in the outsourcing industry. The merger brings
their total employees to approximately 125,000 with 150 centers in 31 countries
supporting 47 languages.[12] Now, combining the best assets of each, we offer greater
expertise and services for our clients and many more career opportunities for our
talented employees.

Convergys Philippines
From the start of Convergys Philippines operations in 2003 in Manilas, the company has
continuously grown and literally expanded their sites nationwide anticipating the
opportunities in the outsourcing industry for the past 12 years.
Expanding further in Cebu in the Year 2007 to strengthened and launch their second site
their was a good strategy to be able to enter into a district where there is great potential
and high demand for call centers.
Doubling efforts during the economic crisis and Typhoon undoy made Convergys survive
and open doors to thousands who want stable careers despite of unfortunate events.
Expanding further until Glorietta 5 site, the biggest Convergys site in the world and
Convergys Philippines crowning glory pave the way for more clients, employees and
awards.
Standing out and getting noticed with different prestigious comapany and management
awards: ICT-BPO Hall of Fame Awardee, Fortune Most Admired company for 9
consecutive years, 2010 BPO Company of the Year and PEZA Hall of Fame awardee, gives
existing and potential clients an assurance for quality work and efficient management.
The existence of both team and indivdual rewards and recognition programs, giving
career opportunites for both professional and personal development and having
Classroom training (during normal business hours), computer-based training modules,
mentor programs, networking events, on-the-job training and workshops are provided to
help further develop employee skills are just few of the strategies that made Convergys
the fastest growing company and Largest private employer in the Year 2010 with 24 000
skilled and admirable employees.
Making a bold statement in 2012 about the You count where the company advocates in
giving great value, high regard and worthy importance to its employees as heroes of the
company is a good strategy to sustain the loyalty of its workforce.
Participating in community and social projects like creating Convergys CAN: Community
Action Network to show compassion to those in need, and signing the Integrity initiative
pledge to be the 1st BPO company to fight against corruption nevertheless prove that
Convergys is showing humility, integrity and credibility not only towards their employees
and clients but also to the public.
V. Conclusion

It is crucial for outsourcing companies to set policies and implement strategies that
would make sure that the company can still keep the trust of its client at same time,
sustain the loyalty of its employees. To be able to this, the company should build a
strong relationship with its clients and employees. This is what Convergys Corporation is
constantly doing, having to acquire the trust of their clients they tend to bear in mind the
responsibilities situated with it, that is serving to its clients the Best of Convergys. And,
evident of their high value for their employees is the You Count, where each employee
is one unique hero of the company.