Posts Tagged ‘Call’

BPOs, workers back proposal to exempt OT, graveyard pay from taxes

July 8th, 2014

A BILL seeking to exempt graveyard and overtime pay from taxes has gained the support of business process outsourcing companies and employees in Cebu.Outsourcing6

Inter Call Center Association of Workers- Cebu (ICCAW), the Cebu Educational Development Foundation for Information Technology (CEDF-IT), and Qualfon Philippines Inc expressed yesterday their support for House Bills 2836 and 4682.

The two house bills of House Deputy Majority Leader and Makati City Rep. Mar-Len Abigail Binay propose that “all overtime and graveyard shift wages be expressly excluded from the computation of the gross taxable income of all workers, regardless of their hourly pay rate.”

With the BPO industry identified to greatly benefit from the bills, ICCAW vice president for external affairs Sylvio Dorig, who represents 920 call center agents in Cebu, said he is grateful that tax incentives are being raised in Congress alongside with the pending Magna Carta for Call Center Workers, which was proposed by Sen. Miriam Defensor-Santiago in July last year.

“Working in a call center is a tedious job and we are grateful that this was raised in Congress,” Dorig said.

However, he suggested that it would be better if call center agents who earn below P25,000 be given a tax break for two months.

Call center agents in Cebu have salaries ranging from P12,000 to P26,000 for regular employees, said Qualfon manager Joslyn Canon.

Most of the BPO employees, according to Binay, are being paid above minimum wages, with their overtime and third shift premium being subject to withholding income taxes.

Overtime pay refers to the “additional 25 to 30 percent compensation received by an employee for labor rendered in excess of the required maximum eight hours a day” On the other hand, the night shift premium is the extra 10 percent remuneration for work delivered between 10:00 p.m and 6:00 a.m.

“The overtime and third shift premiums (graveyard) of workers receiving more than the statutory minimum wage are slapped up to 32 percent in withholding taxes, depending on the employee’s tax bracket,” Binay said.

Cedfit executive director Wilfredo Sa-a Jr. said salaries of BPO workers, if the proposed bill will be passed, can increase by 20 percent to 30 percent.

“This will be a significant addition to the disposable income of our workers and will either lead into more consumption and hopefully more savings or investments from them (…) My hope is that the workers will use their money wisely by spending on the right things and even consider investing,” Sa-a told Sun.Star Cebu in an e-mail interview.

Canon, on her part, said the bill is also seen to encourage more workers to take graveyard shift since most of the call center agents today prefer to work on day time than at night.

“I see the bill as beneficial to the whole industry,” Canon said.

Jon Michael Villordon, 22, has been working in a Cebu-based BPO company for nine months now and agrees on removing taxes for night shift salaries.

“It seems to be fun if the agents will receive the proper amount of payment sa ilahang service nga nahatag, kay it’s not easy waking up in the middle of the night then go to work. And sometimes there is also a hazard in going in to work during the night,” he said.

Sa-a said the measure, if passed, can attract more BPO companies into the country.

“I think it will encourage more expansion of existing companies and it will attract new players on the assumption that this incentive will attract more workers to consider a career in this industry,” Sa-a said.

Aegis People Support call center agent Eddie Cajoles, 22, said he will be encouraged to work in graveyard shifts if the bill will be passed. He added that others might also do the same.

Currently, Cebu employs more than 100,00 workers in the BPO sector, said Sa-a.


Transcosmos Expands Its “MCM Center Fukuoka” Call Center Base

December 26th, 2012

Transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda; TSE First Section: 9715; hereafter, transcosmos) has expanded its call center base “Marketing Chain Management Center Fukuoka” (hereafter, MCM Center Fukuoka) to meet expanding business needs. New operations will begin on December 17, 2012.

MCM Center Fukuoka opened in June of 2008. The city of Fukuoka is the largest city in the Kyushu region, and due to the fact that many major companies in industries such as finance, communications and manufacturing have moved into the city as a base for the Kyushu region, MCM Center Fukuoka has been providing a wide range of call center services focusing on services for the finance, communications, manufacturing and mail order industries. This includes various types of information such as that for products and campaigns, outbound calling operations such as collection calls, and technical support operations requiring high technology. Its operations have steadily expanded up until now, and 200 more work stations have been added to accommodate business expansion associated with the procurement of new projects.

Overview of MCM Center Fukuoka
Name:         Marketing Chain Management Center Fukuoka
Location:    Nishitetsu Tenjin Bldg., 1-13-6 Tenjin, Chuo-ku, Fukuoka-shi, Fukuoka Prefecture, Japan
Total floor area:     3388.27m2 (expansion area is 534.72 m2)

transcosmos has the nation’s largest network of call centers including 23 bases and over 12,000 work stations, and with the current expansion, MCM Center Fukuoka has become the fifth largest center in the country. Future plans call for expanding business operations focusing on areas such as technical support and financial services, as well as the hiring of 300 new employees. In order to flexibly meet the various demands of client companies, transcosmos will continue striving to enhance facilities and services, while also contributing to the revitalization and development of local communities through job creation.

  • transcosmos is a registered trade name or trademark of transcosmos inc. in Japan and other countries.
  • Other company names and product or service names mentioned are registered trade names or trademarks of various other companies.


Call Center Outsourcing Opponents To Get Endorsement Of Communications Workers Union

August 15th, 2012

Citing the results of a new poll, the Communications Workers of America union said it intends to devote its resources to candidates who oppose the outsourcing of call centers.

According to a poll commissioned by the union, 78 percent of voters rank call centers negatively. Voters also overwhelmingly back anti-outsourcing proposals, such as allowing calls to be transferred to a domestic call operator, and preventing companies that outsource call centers from receiving grants or tax breaks.

“There are, frankly, very few polls that show this kind of unanimity, this kind of intensity in America today,” Celinda Lake, president of the polling firm Lake Research Partners, told reporters on a conference call Tuesday afternoon. The firm primarily does polling related to organized labor and liberal causes.

With that polling evidently in mind, CWA announced it will back candidates — through radio advertisements and social media — who support legislation intended to prevent companies from outsourcing call centers. Ron Collins, the union’s chief of staff, told reporters that CWA would be rolling out radio ads this week for Rep. Tim Bishop (D-N.Y.), Rep. Betty Sutton (D-Ohio), Wisconsin Senate candidate Rep. Tammy Baldwin (D-Wis.) and Rep. Martin Heinrich (D-N.M.).

Those candidates all support a CWA-backed bill, the U.S. Call Center Worker and Consumer Protection Act, which would make companies that outsource call centers ineligible for federal grants or guaranteed loans.

Collins also said the union will also launch a social media campaign to promote the issue and to support anti-outsourcing candidates, as well as using its legislative political action teams to lobby elected officials.

Companies in the telecommunications and banking industries have often outsourced call centers. Roughly 500,000 call center jobs were lost in the United States between 2006 and 2010, according to the union.


Cape call centre industry prevails

October 10th, 2010

The image of the Cape’s call centre sector has been dented, but there is still enough goodwill to retain its prominence as an outsourcing investment destination, says BPeSA Western Cape interim CEO Gareth Pritchard.

Pritchard, former MD of Teleperformance SA, took over as the head of BPeSA Western Cape (formerly Calling the Cape) this week, as Fagri Semaar reverts to being chairman after holding the position.

Business Process enabling South Africa (BPeSA) is a national body formed more than two years ago to centralise international and local investment in the country’s outsourcing industry, of which call centres form a part. BPeSA Western Cape is the provincial arm, although it falls under the aegis of trade and investment body Wesgro.

The call centre sector has become one of the biggest full-time employees in the Western Cape, with over 35 000 permanent jobs being created during the past eight years.

It has also attracted several hundreds of millions of rands investment from local and overseas businesses that have bought into the attractions of the province. These include a relatively well-educated population, common time zones with Europe, similar working conditions and, until recently, favourable currency exchange rates.

However, earlier this month US call centre giant Teletech suddenly pulled out when it lost a high-profile client, after operating for less than a year.
Furthermore, the change in branding from Calling the Cape to the cumbersome BPeSA Western Cape also indicated a certain loss in momentum in the marketing of the province as a call centre destination.

Another factor is the discussions within the provincial government of the Western Cape to consolidate a myriad of small developmental agencies into one overall body in order to improve efficiencies.

“Teletech’s departure was a blow, but it is business as usual for the rest of the industry. The good news is that is about to open its client service centre this month,” Pritchard notes.

He says Semaar kept up the marketing momentum during his tenure as CEO, and this will be expanded upon.

Pritchard says while the name, which has been highly criticised, should come under review, this is not on the agenda yet.

“Discussions around the consolidation of the agencies are similar to the shared services concept in the corporate arena. It is about ensuring there is no overlap between different units or departments. However, there are no discussions around how this will affect stakeholders.”

Pritchard says he will be involved in the selection process for a new permanent CEO.


Indian call centre teaches maths in UK

October 3rd, 2010

A school in North London has taken outsourcing to a new level by using call centre staff in India to help teach its pupils mathematics.

Ashmount Primary School uses maths graduates based in the Punjab to provide one-on-one tuition via a computer, with the student speaking to their teacher over a headset.

Howard Johnson visited the TCYOnline call centre in Ludhiana to see how the system works.


The Wall Street Journal gives Barbara Boxer a wake up call on Outsourcing

October 3rd, 2010

Outsourcing and the 21st-Century Economy

Taxing new U.S. corporate investment at 35%, when the world average is just over 18%, pushes companies to invest offshore. When combined with average state taxes the corporate tax rates for corporations in America are 39.3% second only to Japan’s 39.5%.

California voters must remember that as CEO of Hewlett-Packard, Carly Fiorina’s fiduciary duty was to earn MONEY for the corporation. This is private enterprise. If the American government wants to keep jobs in the United States they have that opportunity by passing pro-growth legislation.

But, Senator Barbara Boxer who has sponsored NO meaningful legislation in her decades in the U.S. Senate is being more than disingenuous in this anti-Fiorina television ad. Like a Boxer Vs. Fiorina debate moderator said recently:

As Craig Bartlett and James P. Moore JR., so aptly stated in the September 30th issue of the WSJ, Barbara Boxer has been hammering Carly Fiorina for outsourcing jobs overseas while CEO at Hewlett Packard. This criticism shows once again Boxer’s woeful lack of understanding of sound economic principles that have made our country the most prosperous in the world. Carly in turn asked the “call me senator” to cut the hypocrisy and return the campaign contributions from her backers that also outsource jobs.

Companies outsource for two reasons. The first centers on the nature of the global economy. In today’s world, outsourcing can save companies money, reduce the time it takes to deliver products and services to customers, and provide access to skilled employees unavailable in the U.S. Outsourcing also allows companies to capitalize on incentives offered by foreign governments to attract investment. Outsourcing is here to stay for companies hoping to remain internationally competitive.

The second reason U.S. companies outsource is that our own government pursues policies that drive investment and job creation offshore: excessive taxes, needless regulations, lengthy permit processes, a decreasing supply of U.S. citizens with technical and engineering degrees, and a general governmental misunderstanding of how to support private-sector jobs. For example, taxing new U.S. corporate investment at 35%—when the world average is just over 18%—pushes U.S. companies to invest offshore to increase returns to shareholders.

While the U.S. government takes this harmful approach, foreign governments comprehend as never before what it takes to attract businesses and allow them to thrive. Many learned invaluable free-market lessons from the U.S. Now those same lessons are being lost on our own leaders.

Politicians may want to prey on the apprehension of voters during these anxious days, but condemning U.S. companies that outsource will come back to haunt them.

Democrat politicians’ formulas for recovery are reminiscent of the days of the Great Depression, when erecting trade barriers through the Smoot-Hawley Tariff Act appeared the common-sense way to protect American jobs. It wasn’t. After the tariff, GDP fell by half, the jobless rate more than tripled, and the U.S. economy plummeted.

While outsourcing is a modern fact of life—many leading U.S. companies now do over 50% of their business outside the domestic market—it doesn’t have to become the default path just because the U.S. government is pushing American companies into more competitive foreign lands.

Politicians who accuse the business community of being solely responsible for the loss of U.S. jobs are disingenuous at best. They need to look at their own contributions with tax policy that creates U.S. joblessness—and recognize the competitive nature of the 21st-century world economy.

Mr. Barrett is the former CEO and chairman of Intel. Mr. Moore is a former U.S. assistant secretary of commerce for trade development.


Go4customer intros a new range of call center services

October 1st, 2010

India-based call center outsourcing services company Go4customer has announced launch of a new range of call center services which includes custom software development and internet marketing solutions.

The company said that it’s targeting small and mid-sized businesses who are seeking a reliable call center outsourcing partner. Moreover, it also plans to expand further in its domain.

Go4customer has rolled-out with inbound services. Company officials said that they have now developed a strong clientele. Additionally, the company is planning to expand on the type and number of services its catering.

In addition to regular Outbound, inbound and Web enabled range of call center service, the company is now also offering internet marketing solutions and custom software development, according to company officials.

Go4Customer provides outsourcing services. It aims to reshape the face of Call Center India outsourcing and CRM through strategic solutions.

Anuj Bairathi, CEO at Go4Customer said that a good internet marketing service can enable business owners to discover the latest methods of generating leads and can work best in boosting the overall business generation. “Our Internet marketing strategies would drastically transform your online existence.”


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