PH under pressure to keep top rank global call center

The Philippines is under mounting pressure to retain its number one rank in the global call center industry.

But cheap labor is not the key. Keeping the number one post means offering high quality services, using available resources and streamlining its expenses, says the top executive of Russia’s leading software solutions provider for contact centers, Noda Interaction Platforms.

“There are two main success drivers: the first is highly qualified management that pays fixed attention to boosting call center efficiency and streamlining expenses while also boosting income at the same time. That, coupled with next generation IT solutions, enhances performance by automating all major business processes,” explained Noda CEO Andrey Zaitsev.

For one thing, call centers workers need better educational support to serve current accounts and accommodate future market needs, as part of the roadmap of the sector.

Inasmuch as the types of calls the contact center agents receive now differ vastly from what they used to answer more than a decade ago, as early as possible, employees’ skill sets must be reinforced to avoid a “mismatch” between the knowledge acquired from formal education and the requirements expected by the customers.

Meanwhile, local systems integrator, Total Information Management Inc. (TIM), has partnered with Noda to automate outsourcing and in-house businesses in Asia Pacific.

TIM, a 100-percent Filipino-owned Technology Solutions Company based in Makati City, is part of the Zenutna Group of Companies and has been operating in the country for the past 25 years.

For its part, Noda has been operating for more than 13 years, developing software for automating call centers. At present, over 300 corporate clients use its Noda Contact Center all-in-one (C++, Java) IP solution, among them - MTS, AVIVA, EFES, Amadeus, Karcher, and Zepter International.

Noda received the “Best Product of 2012 for Call Centers in Eastern Europe and Central Asia” award at CCWF 2012, “The Best Implementation of Soft Into Call Center 2014” at the Contact Center World Forum 2014.

Now, the Noda Contact Center solution is registering high rates of growth as the company collaborates with local partners in Asia Pacific, revealed Noda Interaction Platforms Country manager Slava Varlamov.

“We invest a lot of time and effort in creating a strong line of technical support for our partners and customers in the region,” he added. In fact, NODA has its own regional office in Manila, with its own staff of local engineers.

Early this year, Noda Interaction Platforms completed training sessions for TIM’s technical and sales specialists. TIM’s technicians took just 20 minutes to install a new inbound project in NCC. TIM’s staff noted that everything can be done and adjusted using just two clicks.

Partnership with Noda offers TIM new ways to provide an end-to-end solution with customers, TIM President Salvador Aque concluded.