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Related Literature Review: Business Process Outsourcing

1348 Words6 Pages

Chapter 2
REVIEW OF RELATED LITERATURE

Business Process Outsourcing Lighttangent.com defined Business Process Outsourcing or BPO as the outsourcing of business operations which any company has to perform in order to keep their business running (“Business Process Outsourcing (BPO) – What is it?”, 2015) Meanwhile, Reynolds and Magno (2006) simply put Business Process Outsourcing as hiring someone else to do all of the chores while the company concentrates on core business, like manufacturing.
Cecilia (2011) provided a similar yet more complex definition than that of Reynolds and Magno (2006) which is the contracting, subcontracting, or ‘externalizing’ of business functions to free up cash, personnel, time and facilities for functions where …show more content…

Most of the centers network with another or additional center. Moreover, because of the high demand for its services, a call center needs a spacious office to accommodate all call center operations. Often times a call center occupies several floors in a building.
Call Center jobs are not as easy as it seems. Contrary to what most people think, call center jobs are not just answering the phone all day. Multinational call centers put great emphasis on hiring agents with the right attitude and good English communication skills. Good typing skill and computer proficiency are also a must (Panis, 2004).
Furthermore, Bengzon (2004) said as cited by Panis (2004) “It’s all about relationship building, and a key to that is communication.” Bengzon added “To communicate ably in any language goes beyond memorization of words in the dictionary. It also requires quick thinking and reasoning to effectively convey a message.” Because Filipinos possess those qualities, that is probably the reason why the Philippines is known for providing the best Call Center services anywhere in the …show more content…

Some of them are long queues, high stress, job exhaustion and boredom (Torquator, 2006). Torquator also stated that management deals with a number of problems such as equipment failure, lack of qualified manpower, and high staff manpower.
According to an article entitled “The Pros and Cons of working in a Call Center in Manila” (2013), as with all occupation or professions, call center workers have their share of popular stereotypes. According to kmcsolutions.us, call center jobs are often stereotyped as an easy job that can be done by anyone, but the truth is out of 6 applicants, only 1 person is hired.
Among the common stereotypes of call workers is the perceived high prevalence of smoking in this occupational group commonly attributed to stress in the workplace, their higher incomes translate to higher consumption of material goods relative to those from outside the industry and that they drink a lot of coffee as a consequence of night work (Kabamatan et. al.,

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In order to determine the whether an outsourcing activities would have a positive or negative impact an evaluation of the activity should be undergone. This evaluation examines the required coordination, strategic control, and intellectual property characteristics of the activity (Chase & Jacobs, 2013, p.444). The required coordination aspect examines the difficulty to complete the activity with limited interaction due to geographical locations. Outsourcing an activity that would result in a large amount of back-and-forth exchange would not be wise to proceed (Chase & Jacobs, 2013, p.444).

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