Professional Documents
Culture Documents
Grace Castillo
Globe Telecom
Agenda
Globe Telecom: Who We Are, What We Do
The Philippine Voice BPO Industry
Typical Voice BPO Set-Up
Philippine Voice BPO Success Stories
Summary
Globe Telecom: Who We Are, What We Do
Globe Telecom is a full-service telecommunications provider in the Philippines,
catering to more than 25.7 million mobile subscribers, 287K broadband
subscribers and over 100,000 businesses.
Partly owned by SingTel & Ayala Group of Companies
Provides work for more than 60% of total manpower employed in the industry today
Software
Software
10%
9%
Back
Office
Back Contact 14%
Office Center Contact
19% 61% Center
68%
*54% of contact handling activities are done on the phone, followed by email at
18%
*56% of these calls gets converted to a sale, whether inbound or outbound. The
highest among 5 top offshoring destinations
Better language skills, with 64% of Filipino call center agents able to speak more
than 2 languages
Level of accent neutralization is significantly low
Strong Government support (income tax holidays, PEZA locations, labor &
training incentives, etc)
High degree of cultural compatibility
Aptitude for service
Good telecommunications infrastructure
GLOBE’S
LAOAG BALLESTEROS
SAN VICENTE
TUGUEGARAO
Span Protection (Aer&UG)
SFLU
Ballesteros-Tarlac
BAUANG BAGUIO
CAUAYAN
DOMESTIC BACKBONE
SOLANO
diverse routes
PAGBILAO
PILI
MAMBURAO
LEGASPI
Maintained by Globe
MEPZA
LAHUG
ONGTIAK BACOLOD
ABACUS LABANGON MAASIN
METROBANK
TALISAY
KANGHA
TALISAY
BPOs
CDO PROSPERIDAD
CDO SDH INNER CORE OZAMIS
ILIGAN BUNAWAN
IPIL
MALAYBALAY TAGUM
Presence in Tagbilaran
TUNGAWAN PAGADIAN QUEZON
MARAMAG
DAVAO
DAVAO
BALLESTEROS
(Cagayan )
TUGUEGARAO
EAC
APCN2 VALERO
BATANGAS
EXISTING CABLE LANDING
SITE (NASUGBU)
GLOBAL
AT&T Cogent
Level 3
Globe
AS 4775
Starhub Verizon
AS 18249 DOMESTIC
AS 17894
How are call centers set-up
in the Philippines today?
Typical Call Center Set-Up:
1. Using Traditional PSTN/IGF Voice Connection
Typical Call Center Set-Up:
2. Building Private Networks
Private Networks – Point to Point International leased circuits or
Global MPLS Networks
INTERNATIONAL
PARTNERS
Typical Call Center Set-Up: Private Network
Singapore Hong
Global Kong Japan
Switch Mega-I Shinagawa
Philippines VALERO
Typical Call Center Set-Up:
3. Managed Voice Service
Typical Call Center Set-Up:
3. Managed Voice Service
•Turn-key managed voice solution including, local access, international leg, switching and multiplexing,
international PoP with PSTN termination and aggregation services
•Pay-per-use model with full scalability
•Works with existing call center equipment
•Fully managed service
•On-Demand Traffic Reporting
•Industry leading SLAs
Option for Managed Services
Managed PBX
Hosted Contact Center
Integrated multi-vendor solution
Benefits
Vendor – agnostic
Obsolescence-free as you don’t carry the depreciation and can upgrade after
contract without baggage
Revolution in Communications Architecture – Integrated
multivendor solution
Collaboration
Apps Data Centers Apps
Video
Avaya Integrated
Avaya Apps
New York Business Aura
New York
Apps
SIP
Trunking
Avaya
Aura
Enterprise
Contact Center Network Contact Center
Chicago Chicago
Cisco Cisco
Rome
Rome
Avaya Avaya
London Contact Center Contact Center
Mumbai Users London
Nortel Siemens anywhere Nortel Mumbai
Hong Kong Frankfurt
Siemens
Hong Kong Frankfurt
Europe
United Kingdom Lithuania
Spain Croatia
Germany Portugal
France Norway
Italy Czech Republic
Sweden Netherlands
Denmark Estonia
Switzerland Poland
Austria Belgium
Hungary Serbia
Romania Latvia
North America
Canada U.S.A
South America
Chile Argentina
Asia
Philippines China (2009)
Africa
Tunisia
Transcom North
St. Catharine’s America
Ontario
UK
Gateway
Ontario
Gateway
MPLS Transcom Asia -
Manila
its
ATM Circu
Transcom Asia
- UK UK Transcom
Home Agents
Manila
Gateway
-Dual ATM links from Canada to Manila, and Dual MPLS access to our UK
switch
-Load balanced with seamless failover in the event on link goes down
-Redundant design with different local carriers both ends, landing stations,
local exchange, building access, etc
-Carries both voice and data traffic
-3 Class of Services categories with Voice prioritized, critical system traffic
2nd , and non critical traffic in the 3rd class.
Insurance
Retail
Telecommunications
SUTHERLAND’S VOICE NETWORK
In Summary…
The Philippine continues to be the preferred Voice-BPO destination because
Abundant & reliable talent
Competitive rates
Good infrastructure
Contact Centers in the Philippines already have a number of options to connect to the world
Via Traditional PSTN
Grace J. Castillo
Head, Enterprise Sales
Email: cjcastillo@globetel.com.ph
Phone: +632 7978008
Mobile: +63917 7978008