Demo of new call center technology that allows agents to work from home amazes PGMA
kgma_news@yahoo.com
The Philippines’ position as the most-favored location of choice for call center and Business Process Outsourcing (BPO) got another boost today with the launching of a new technology that will slowly move BPO work in the country to the higher end of the value chain.
iQor, one of the premier global BPO companies in the world, through its President and CEO Vikas Kapoor, demonstrated to the President the new technology called “FeAther” that allows iQor to flexibly and securely deliver calls anywhere in the world to any of its call centers as well as agents who work from home.
The multi-million dollar investment, developed at Clark Freeport Zone, underscored the power of the technology to create new job opportunities for people in remote rural areas as well as those who prefer to work at home due to travel constraints.
“My biggest challenge in the industry worldwide is attracting good people and there are many people who want to work in this business and would be terrific at it, but who are unable to do it because they don’t have physical access or they don’t want commuting,” Kapoor said.
With the new proprietary technology, Kapoor explained that it “will vastly increase both flexibility and security for our clients. They no longer need to choose a specific location for their work, and can simultaneously access the best workers anywhere in our global footprint, or use qualified workers who do not wish to commute to a call center.”
“When a call center agent’s fingers touches their keyboard, iQor’s network uses biometric identification to determine who they are, what systems they can access and what calls they can handle. It, therefore, allows call center services to be securely handled by any worker in any of iQor’s centers worldwide, as well as to people who have high speed Internet access at home,” he added.
Kapoor said the new technology “literally treats an agent in the world like any agent in the US, India or United Kingdom.”
Kapoor also said the Philippines is iQor’s number one overseas destination, thanks to the vision of the President and her determination to create a business-friendly environment.
Kapoor added that compared to other centers in the world, its call centers /BPOs here are performing extremely well because of the availability of the best people and performance.
“The Philippines has a systematic competitive advantage in the business and that’s why I’m bullish about the Philippines,” he said.
For her part, the President said she was “happy about it (new technology) and that people are putting a lot of investments here.”
At a meeting in New York City in June this year, the President and Kapoor announced the opening of iQor’s third call center in the Philippines that will create 700 new jobs.
iQor plans to hire 300 new employees at its new Center of Excellence at the Clark Special Economic Zone before the end of the year and will add the remaining new hires by the end of the first quarter in 2009.
This growth will bring total jobs created by iQor in the Philippines to 2,500 since the opening of its first call center in the country in 2005.
This is iQor’s second call center within the Clark Special Economic Zone. The first Clark Center opened in August of 2006 with 50 employees and after only two years, it reached full capacity at the facility and has now opened a new state-of-the-art 32,000 -square foot Center to meet growing client demand.
Kapoor said the expansion of the company was due to the Philippines having the lowest unit costs, the highest quality and the lowest attrition rates in the world.
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