The decision making of best-practice managers is always based from the customers' perspective, or what we call "outside-in". The "inside out" process considers the company's view. Managers who use "inside-out" process identify that even though a problem is visible in a contact center, the root cause came from somewhere else. If a contact center is experiencing an increase in web or billing issued, the inside-out view of the team is to have an additional staff who will take charge of this new call volume. The team may train the agents in a shortened call process so agents can assist the Web or billing call quicker. By this means, talk time is shorter, agents handle more calls and additional staff is no longer needed. On the other hand, managers are not satisfied in outside-in practice until the calls are eradicated. They find out why the number those non-value calls is increasing.

A rumour in Wall Street was heard on Friday. It's about the trading of some part or all shares of New York-based Citigroup to surpass the difficulty of the global financial chaos.

As a result of global restructuring, the American financial giant Citigroup will require expansion of regional BPO hubs and they anticipate of creating 1,000 new jobs and tripling its workforce in the Philippines this year. They selected our country to be a regional hub of excellence for business process outsourcing (BPO) because of better skilled workers and attractive labor costs.

The Department of Science and Technology (DOST), through its Information and Communication Technology Office will offer free training modules that will assess and improve the skills of prospective BPO professionals. Their main goal is to provide a constant supply of proficient and qualified workers for the country’s successful business process outsourcing (BPO) industry.