BusinessWorld: Call Center to invest $30M in RP
Callworkz, a Pasig City start-up call center, is investing $30 million in the Philippines for its home-based business model.
Callworkz Chief Executive Officer Brian Silverman told a press conference Friday that the amount would be invested over a three-year period and would allow the company to earn $120 million in revenues.
"We plan to grow to 5,000 seats in three years translating to around $120 million in revenues," Mr. Silverman said, adding that these targets are going to be attained through organic growth and small and medium company acquisitions.
"Nine [months] to twelve months after, we would have acquired 1,000 seats from multiple facilities," Mr. Silverman told BusinessWorld on the sidelines of a press conference.
"We will certainly push the home-based model. As you get more and more agents and attract more and more investors, our targets are not impossible to achieve," he added.
Under the home-based model, Callworkz will hire agents who will be working from their residences. The company expects 60% of its operations to be driven by this model.
Callworkz Chief Operating Officer Junie Parma said that adapting a home-based model is cheaper both for the clients and for the investors.
"It’s already less the real-estate component," he said.
He also said that the service is secure, as all information transferred would be "hosted in one data center" in the US.
Callworkz agents are required to finish 80 hours to 100 hours of call center training that includes basic computer and technical support skills, he added.
Quality monitoring will also be done through employing real-time line monitoring and recording that account agent’s activities from the log-in to the shutdown, Mr. Palma said.
Callworkz requires potential agents to produce their own hardware or computer and noise-reducing headsets and an Internet connectivity up to 2 megabyte per second.
Seeing the financial burden that will be passed on the agents, Callworkz is offering a loan facility for the purchase of the related hardware equipment. It will also shoulder electricity and connectivity costs.
Mr. Silverman said that apart from this model, Callworkz is also offering an in-house service to clients preferring to do business that way.
"We’re basically saying we offer the best inbound and outbound service providing alternative to clients, who are willing to pay higher," he said.
Currently, Callworkz employs 60 call center agents based in their Metro Manila homes providing inbound and outbound services to clients. This year, Callworkz plans to hire 200 more agents at year-end. - Marian Grace S. Ramos/BusinessWorld
Callworkz Chief Executive Officer Brian Silverman told a press conference Friday that the amount would be invested over a three-year period and would allow the company to earn $120 million in revenues.
"We plan to grow to 5,000 seats in three years translating to around $120 million in revenues," Mr. Silverman said, adding that these targets are going to be attained through organic growth and small and medium company acquisitions.
"Nine [months] to twelve months after, we would have acquired 1,000 seats from multiple facilities," Mr. Silverman told BusinessWorld on the sidelines of a press conference.
"We will certainly push the home-based model. As you get more and more agents and attract more and more investors, our targets are not impossible to achieve," he added.
Under the home-based model, Callworkz will hire agents who will be working from their residences. The company expects 60% of its operations to be driven by this model.
Callworkz Chief Operating Officer Junie Parma said that adapting a home-based model is cheaper both for the clients and for the investors.
"It’s already less the real-estate component," he said.
He also said that the service is secure, as all information transferred would be "hosted in one data center" in the US.
Callworkz agents are required to finish 80 hours to 100 hours of call center training that includes basic computer and technical support skills, he added.
Quality monitoring will also be done through employing real-time line monitoring and recording that account agent’s activities from the log-in to the shutdown, Mr. Palma said.
Callworkz requires potential agents to produce their own hardware or computer and noise-reducing headsets and an Internet connectivity up to 2 megabyte per second.
Seeing the financial burden that will be passed on the agents, Callworkz is offering a loan facility for the purchase of the related hardware equipment. It will also shoulder electricity and connectivity costs.
Mr. Silverman said that apart from this model, Callworkz is also offering an in-house service to clients preferring to do business that way.
"We’re basically saying we offer the best inbound and outbound service providing alternative to clients, who are willing to pay higher," he said.
Currently, Callworkz employs 60 call center agents based in their Metro Manila homes providing inbound and outbound services to clients. This year, Callworkz plans to hire 200 more agents at year-end. - Marian Grace S. Ramos/BusinessWorld
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