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From 2006 to 2012, the industry’s revenue grew by an impressive 46% annually. Partnering with a Philippine call center led to a 45% reduction in call abandonmentrates and a 20% increase in customer loyalty program sign-ups. In 2013, BPO revenue rose to $15.5 billion with 900,000 Filipinos working full-time in the sector.
If you have watched the 2006 Hollywood movie (or its 2010 adaptation) ‘Outsourced’ then Todd Anderson (or Todd Dempsy, in the series) is the closest and the best example of a call center manager. It also reduces the call abandonmentrate by eliminating prolonged holding time.
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