Good news for Philippine call centers: ICT dep’t now underway

Good news for Philippine call centers: ICT dep’t now underway

Faith Ocampo Published on May 24, 2016

filipino-workers-reaching-up

Philippine President Benigno Aquino III signed on Monday, May 23, the law that would create a separate Department of Information and Communications Technology (DICT).

Republic Act 10844 streamlines all functions related to information and communication technology (ICT). A government body that keeps several co-dependent processes in one place ensures that IT management will be centralized. This allows for a more efficient and holistic decision making.

Philippines-president-on-podium

Among the business sectors seen to benefit from this law are the Philippine outsourcing and tech-related industries. This includes IT outsourcing, contact center services, healthcare outsourcing, and other offshored processes.

“A DICT is essential to promote e-governance; improve the internet experience at reasonable prices in order for all Filipinos to enjoy the benefits [of] the digital economy; support our dynamic business process outsourcing industry; enhance the nation’s cybersecurity; and otherwise improve national competitiveness,” said John Forbes, senior advisor at the American Chamber of Commerce of the Philippines.

Advantages for Philippine call centers

The main function of the DICT is to “be the primary policy, planning, coordinating, implementing, and Administrative entity of the Executive Branch of the government that will plan, develop, and promote the national ICT development agenda.”

Therefore, by supporting all IT and communication processes, the DICT can provide a strong framework for the Philippine outsourcing industry, which is mostly tech-dependent. Specifically, it can help develop an IT-oriented contact center workforce and distribute internet access across the country. It can also boost the country’s IT outsourcing sector, enabling it to create more knowledge-based jobs.

Aside from this, the DICT can also speed up the establishment of Next Wave Cities , or new outsourcing hubs, as IT services will be made equally competitive in all areas of the country. Currently, Philippine call centers are concentrated mainly in Metro Manila and Cebu City.

Transitions and adjustments

smiling-filipino-call-center-agents

Information and Communications Technology Office (ICTO);To begin the six-month transition period, the present Department of Transportation and Communication will be restructured. It will be renamed “Department of Transportation”, and all its units that deal with tech and communication will be transferred to the DICT.
In addition, several offices will be absorbed by the DICT. These are:

1.     National Computer Center (NCC);
2.     National Computer Institute (NCI);
3.     Telecommunications Office (TELOF); and
4.     National Telecommunications Training Institute (NTTI).

Currently, the government is also on the lookout for seven leaders (three undersecretaries and four assistant secretaries) to keep the DICT running. They must have at least seven years of experience in the field of ICT, cybersecurity systems, ecommerce, or management of IT services. Those with a strong background in electronics engineering and career development are also preferred.

You may view the full-length RA 10844 document here.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO3 days ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO5 days ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO5 days ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO
Open Access BPO2 weeks ago
Quality evaluations may vary per #CallCenter, program, client, business model, or approach. But here are time-tested methods to accurately gauge service quality: https://buff.ly/3RI9Ghr
----------
Give your consumers high quality multilingual #CustomerService 24/7: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CallCenterOutsourcing
Open Access BPO
Open Access BPO2 weeks ago
Companies lose billions due to poor #CustomerService. But more than the monetary loss, giving customers reasons to leave can incur a far greater impact on your business.

Read: https://buff.ly/3DktOSk

----------
Step up your #CustomerRetention game by #outsourcing to a #CustomerSupport expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerCare #CallCenterOutsourcing
Open Access BPO