featured articles

From Talent Acquisition to Talent Development
By Carol Dominguez and Paul Catiang

A recent survey of call center team leaders and supervisors confirms the need for new manager training, especially in the areas of managing people. Most new team leaders and supervisors have been promoted because of their excellent performance as individual contributors. However, the skills that have made them successful individual performers do not necessarily make them successful managers. John Clements realizes that good managers are hard to come by in this hypergrowth BPO industry, and has increased its focus on talent development to help expand the pool of qualified managers.

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Are Ads Enough To Make You The Employer of Choice?
By Carol Dominguez and Paul Catiang

Week after week, the top contact centers in the Philippines spend a fortune on full-page, full-color ads in the newspapers as part of their recruitment drive. But are ads enough to make a company an employer of choice? Carol Dominguez talks about leadership branding and how it can be the most effective recruitment and retention strategy a contact center can employ.

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The Talent Management Imperative: People Don’t Fail, Businesses Do
By James Matti

Recruiting the best talent does not only involve people who have the right skills, and the best and the brightest work for more than just a paycheck. James Matti, Managing Consultant of Watson Wyatt Worldwide, gives several pointers on attracting the right talent by taking an integrative approach to talent management and recruitment.

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The BPO Landscape of India: An Outsider’s Perspective
By Joie Llanillo

Fresh from her first trip to India and the NASSCOM Strategy Summit, Joie Llanillo of John Clements gives her impressions of business process outsourcing in the country, and reports on the summit as a whole. As the market for global sourcing continues to grow, the Philippines need only duplicate Indian processes—adjusting to the local culture, of course—and bank on the Philippines’ affinity for Western culture.

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Human Resources Issues in India
By Maris Aguila

Maris Aguila of John Clements discusses some of the human resources issues she discovered on her first trip to India, the challenges Indian BPO companies face when recruiting talent, and compares them with the recruitment and retention practices in the Philippines.

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Weathering Storms: Advice from an Expert
By Vina Sy-Santos

Based on a presentation delivered by Gerry Alejandro, Managing Director of Mazda, Vina Sy-Santos writes about how to take care of one’s customers, ensure a consistent level of satisfaction on their part, while maintaining one’s integrity, sense of self, and passion for one’s work.

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Lessons on Recruitment - From Timezone
By Vina Sy-Santos

Deriving a learning experience from an unlikely source—an arcade game on racecars—Vina Sy-Santos writes about how recruiting for the BPO industry can be like a race that requires presence of mind, focus, speed, passion, and commitment.

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