| | NOVEMBER 20208CIOReviewIN MY OPINIONThe Philippine Business Process Outsourcing (BPO) and Contact Center Industry has been in existence for over 10 years when I started.Articles over the internet will say the first Contact Center in the Philippines started in 1992 and the first Call Center in 1999. I came into the Industry after 11 years of Direct Sales Experience in 2003 working my way up from the phones as Technical Service Representative and now working as the Head of the Contact Center for the Premier Philippine Non-Life Healthcare Insurance Company.Throughout the years, I have seen the changes in how calls were handled, how the focus changed from Quality First Call Resolution to Customer Satisfaction (CSAT) to the Net Promoter Score (NPS) and now some looking at Customer Effort. This means how we can leverage Technology to Service our Customers more Efficiently and Effectively right away.It was painstaking using the different Tools for Call/ Queue Monitoring, Managing Manpower and how we should be computing for our Daily Service Levels, Weekly Team Performance Reports and Monthly Business Presentations.Starting from using Excel by working on the data extracted from the different tools and piecing everything together into a dashboard using Power Point. In those days, Friendster and MySpace still dominated the virtual landscape. Yahoo was still the search engine of choice.IBM still made Personal Computers (PC's).Our mobile phones were mainly used for calling. MP3s and the iPods were still fashionable.By Aaron Guerrero, Head, Customer Services, Pacific CrossI AM A LATE BLOOMER.Customer Service/Contact Center work is now also complemented by Chat Bots, programmed to readily answer Frequently Asked Questions (FAQ's) or even to do more dependent on how robust your Knowledge Database is or how deep you will go to program your robot
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