Showing posts with label agentsentral. Show all posts
Showing posts with label agentsentral. Show all posts

Thursday, December 8, 2011

How to Survive When You Lose Your Job (Part 3 of 3)

By Eric L. Frederick, RLLD


ROANOKE, Va. — When you lose a job, there is a series of things that should be done immediately. And unless you prepare, unless you are proactive, you are not going to know what to do in that situation. Each experience is unique, but these steps should prove helpful.

Step 3: Ask Others for Help

Give yourself enough time to find the right job. America is full of unhappy, “under-employed” people working jobs where they are not getting the kind of responsibility and feedback they want.
Ask your boss and co-workers for help. Where should you go to start looking for a job? Maybe somebody knows of a company that has positions available. In my case, I walked out of the hospital, cleared out my desk and went to that scout meeting (see part 2).

My assistant scoutmaster—an electric company salesman—had been fired two days earlier. The two of us tried to figure out how we were going to approach the problem. In the laundry industry, my job opportunities ranged from coast to coast. He was in sales, and he eventually got a job with a sporting goods company. He found that job by applying with every company he could find.

I had to ask myself some hard questions: What is my greatest asset? What am I going to do? With me being out of work at least three or four months, where will I get the information I need quickly?
I referred to my National Association of Institutional Linen Management (NAILM) directory, as well as brochures that I had collected while at association conventions. I picked out 50 people I knew across the country—Bill Webb in Cincinnati, Theresa Spears in Houma, La., Bill Riggs in Chicago, and Willie Fudge in Northern California among them—and wrote letters explaining that I had just been fired and asking if they knew of any openings. I included what I was looking for in a job, as well as my salary requirements.

My news must have created a shock wave, because it wasn’t long before I was hearing from people from all over. Their responses varied from “What in the world happened to you?” to “Hey, I want to help you.” I had people calling me on a regular basis to find out how I was doing.

One of my resource books, What Color Is Your Parachute? by Richard Nelson Bolles, contends that management skills break down into three areas: data, people and things. These skills are basic to all industries, the book points out. If you are a good manager of people in the laundry, then you will be a good manager of people in a food processing plant. Management requires certain innate skills. The technical expertise may vary, but you can always learn the technical expertise.

Step 4: Stay Positive and Keep the Faith

As you search for a new job with your hat in your hands, guard against the psychological effects of being out of work. Your self-esteem suffers. And if you do not believe in yourself, why should a potential employer? When you start job hunting, your self-image should be polished. My sister-in-law was rejected by four different companies, but she never felt bad about it because she believed it was the companies’ loss, not hers.

You can send out hundreds of letters—I did—and receive responses from many companies that are not interested. You may never hear from others. At that point, it may be hard to keep your self-confidence high, yet this self-confidence is exactly what most prospective employers are looking for.

When I interviewed for a position at Methodist Hospital, the administrator I spoke with (who later became my boss) told me, “Eric, if positive self-image has anything to do with your ability, you are going to do a super job.” Your attitude about yourself is obvious during an interview. If you have friends who are also job-hunting, talk to them, exchange notes, and become part of a mutual support group.

What is the best way to find out about job openings? I contend that it is not through newspapers, and it is not waiting for the help of trade unions. Contact the people you know in your field and tell them you are looking.

I learned about the Methodist Hospital job from Theresa Spears, whom I had written. She didn’t know of any openings but cared enough to call Bobbie Butler on my behalf. He called me long distance to tell me about the job opening at Methodist.

I was fortunate, because within the first 30 days I had heard about 30 openings that met my salary requirements. I think there are jobs to be had out there right now, but the trouble is finding them. And you won’t unless you make a concentrated effort. Put in the same effort at landing a new job as you would in holding one.

What Color Is Your Parachute? calls résumés “the great paper chase.” Everybody has one. As you grow older, update it regularly and make certain that it accurately portrays your skills. But keep in mind that résumés are used to weed out people, not to select them. My boss at Methodist Hospital needed to find a replacement for his assistant and told two organizations that he was looking. After just three weeks, they had received 256 résumés for that one job.

Don’t say much to the personnel department when it is in the process of weeding out people. Say only that you want to know a little more about the equipment involved and ask if you can talk to the person who is doing the hiring. The only reason that I got the Methodist Hospital job is because I sought out the top man and talked to him. He asked if there was anyone he could call to ask about my ability. I gave him two or three references, and I later flew in and talked to him. I filled out an application and gave him a résumé after I was hired.

Do not put too much faith into what many people say is the best way to get a job—sending your résumé along with a nice cover letter. If you are going to do that, at least do it a little differently. For instance, don’t put it on white paper. Out of the 256 résumés my boss received, I guarantee that there were at least 254 on white paper. Don’t just let yours sit in the stack. Put it on gray paper, light blue, anything but white. It will stand out and might prompt the personnel director to take a second look.
Much of what I’ve written is to get you to think and be proactive. You should never wait until the last minute to plan your course of action. Although it’s not the most comfortable thing to think about, it will help you deal with the situation if you are prepared.

Network with your friends, maintain a positive self-image, and use a résumé if necessary (don’t keep a stack of them). If you are going to visit an institution to talk to the administrator, chances are he/she has already told you what he/she is looking for as far as experience and skill are concerned. Write your résumé if asked for one, emphasizing the qualities being sought.

If you ever find yourself in a situation where you are desperate to find employment, the two things that you are going to need the most are other people, and some sort of faith in God. With these, you will survive. If you set your goals properly, you are going to make it.

Part 1

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How to Survive When You Lose Your Job (Part 1 of 3)

By Eric L. Frederick, RLLD

ROANOKE, Va. — We hear about global financial problems every day. We have seen the economic downturn and how the new healthcare law puts economic pressure on our facility’s bottom line. Several friends of mine have lost their jobs or been demoted in the latest round of cost cutting. While administrators make the tough decisions they believe will keep their facilities afloat, it is painful to watch the suffering of dedicated department managers.

In 1980, The Wall Street Journal reported that the Harvard Business School was devoting a segment of its MBA program to the topic of changing jobs. The article stated that one professor would begin the course by telling his class, “I will guarantee you that each and every one of the graduates of this program will be fired sometime during your career.” That is quite a statement considering that they are considered the best in the country. Therefore, it is logical that laundry/linen managers should assume that we are going to get fired at some point.

I found this hard to accept, because I held the popular belief that people were only fired for being incompetent. But I have learned that it is not the only reason. Your boss, for example, might have a son, daughter or friend who needs a job, and might feel that the laundry is a good place for them to start.

Someone may come in and do a super sales job on contract laundry management. For years, institutional laundry managers worried almost exclusively about the threat posed by commercial laundries. The growth of contract management is proof that this section of our industry is here to stay.
Hospital management consultants are recommending combining departments and reducing job titles along with associated benefits. One hospital just called in all its department managers and told them they were fired. The ex-managers were told they could reapply for their jobs, which had been retitled and downgraded.

Your facility could be bought out by one of the larger chains that doesn’t believe in operating on-premise laundries.

A number of years ago, 60 Minutes aired a special about a job marketing service. Clients included 200 people earning from $75,000 to $400,000 annually. Agency policy was that clients paid 10% in advance of what they hoped to make, and the agency agreed to market them for six months but with no guarantee they would get a job. Do you know how many the agency placed? Three!

Why is it that even industry giants don’t feel comfortable when it comes to selling themselves? Why are we so scared of that part of our lives? Statistics tell us that the average job tenure for all U.S. workers is 3.6 years. This means that the average worker conducts a job hunt once every four years.
In facing a job change, it doesn’t matter what business you are in. You can work for a chemical company, uniform supplier, hospital or commercial laundry, and sooner or later we will all face the same problem. The odds against a person going through their lifetime working for just one company are overwhelming.

What are you supposed to do in the most difficult type of job change? You know, the one where you walk in one day and your boss says, “Don’t take your coat off. I’ve got some bad news for you.”
In 1980, I went to the National Association of Institutional Linen Management’s (NAILM) annual meeting in Kansas City. Three gentlemen responsible for reviewing nominations for NAILM’s top annual award selected me as the Laundry Manager of the Year. Back home, due to a 2-year-long corporate conflict, I lost my job. Ten days after being named laundry manager of the year, I was looking for a new job. I couldn’t believe it, nor could anybody else.

If Job is Lost, One Must Take Action Immediately

When you lose a job, there is a series of things that should be done immediately. And unless you prepare, unless you are proactive, you are not going to know what to do in that situation. Each experience is unique, but these steps should prove helpful.
  • Establish that you are fired; this is of vital importance. Some companies do not give vacation pay to employees who leave voluntarily. Most would never give severance pay to anyone who resigns. It is more difficult to establish your eligibility for unemployment insurance if you leave a job by choice.
  • Insist on receiving your vacation pay. You’re entitled to any vacation time you have earned in the form of monetary compensation. Many reputable firms have that condition written into their employee handbooks, so there’s seldom an occasion when an argument is necessary.
  • Ask for severance pay. This kind of compensation is more of a custom than an inalienable right. Some companies have never paid it. But a valued employee may be able to shame a company into some kind of concession, even if it’s only a week’s severance pay for every year of service. One way to handle this is to use an assumptive approach. “Tom,” you may say, “how much severance pay do I have coming?” If he hesitates, you can add, “I figure I have at least 16 weeks for the eight years I’ve worked for you.” You’ve asked for two weeks per year, but you’d probably settle for one.
  • Protect your vested rights in a profit-sharing and/or pension plan. This is where you may receive an unexpected dividend as a result of being fired. It all depends on the individual plan your company has and the vesting formula of that plan.
  • Get a commitment on a reference. You’ve worked hard and loyally for “Tom” these eight years and helped him save face on numerous occasions. There shouldn’t be the slightest doubt that he’ll give you a good recommendation should anyone phone to ask about you, right? Maybe. Once you’re out the door, “Tom” may not feel a shred of loyalty toward you.
  • Ask your boss and co-workers for help. They may offer to furnish you with job leads. If not, then ask for them. Get all the contacts you can. Many people will try to help because, deep down, they know that there for the grace of God go they.
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Thursday, November 24, 2011

Rough Recording: One Hit Combo (Parokya & Gloc 9)

Recorded on August 3, 2010 at Chito Miranda's room...

"Eto yung video ng recording ng One Hit Combo. Ni-record lang namin 'to sa kwarto ko. ---@chitomirandajr (twitter ko)"



See our featured videos on our VideoRoll featuring Yeng Constantino, APink, Tiffany Albord and more!
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Gary Vaynerchuk's Advice to Entrepreneurs

Focus on Your Strengths



No 4-hour Work Week



Crush it!


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Wednesday, November 16, 2011

Health Hazards in Call Center Jobs?


There was a health concern now rising among call center population in the industry.  Although there was no thorough study on the short and long term impact of being a call center agent, there was an increasing rise on health and psychological problems amongst the call center population according to a recent industry survey.
The question now is whether the high paying job is commensurate to the hazards it poses to the call center agent.

The call center job in the Philippines is offering hefty salary and benefits to those willing Pinoys who take the night shift job. However, recent rise in health problems and concerns suggests that it’s taking its toll on the call center agent’s health both physically and mentally. Ronnie P., 26 year old single male, is a typical customer care call center agent. He is already self supporting and is paying for his own pad from his own salary. He has been getting a lot of attention from his superiors because of his excellent performance which also pays him more than his contemporaries.

However, Ronnie is experiencing some radical changes in his body.  And he will tell you that it was doing him no good.  His weight had grown to 120 kilograms, or about 264 pounds, and he was missing out on social life as he worked long overnight hours at a call center. Now, he is thinking of quiting the call center job to the dismay of his boss when he discussed this in one of their huddles.

“You are making nice money. But the trade-off is also big,” said Ronnie, who now spent nearly three years at a well known call center company in Manila, answering customer calls from the United States.

Call centers and other outsourced businesses like software writing, medical transcription and back-office work employ more than half a million young men and women in the Philippines, mostly in their 20s and 30s, who make much more than their contemporaries in most other professions.  The estimate will grow fast in the next 2 years.

They are, however, facing sleep disorders, heart disease, depression and family discord, according to doctors and several industry surveys.  Experts agree that the brewing crisis could undermine the success of Philippine’s hugely profitable outsourcing industry, which earns billions in dollars annually and has shaped much of the country’s transformation into an emerging economic power.

Heart diseases, high blood pressures, strokes and diabetes are among the many illnesses that call center agents face in their career.  The lack of sleep has many ill effects to the human body and sooner or later, it will catch up to those who inadvertently abuse their bodies for money, according to some doctors we interviewed for this purpose.

Reliable estimates on the number of people affected are hard to come by since there is no serious effort yet to look deeply into this looming problem that can take its toll on the national health insurance system in the future. Despite this, government officials and experts agree that it is a growing problem.

“After working, they party for the rest of the time,” and industry spokesperson said at a public meeting last month. They “have bad diet, excessive smoking and drinking. We don’t want these young people to burn out.”

The BPO industry, more particularly the call center sector has come under fire because the sedentary lifestyle of its employees combined with often stressful working conditions make employees more vulnerable to heart disease, digestive problems and weight gain than others. Some complain of psychological distress.

Most call center jobs involve responding to phone calls through the night from customers in the United States and Europe – some of whom can be angry and rude.

It is monotonous and there is little meaningful personal interaction among co-workers. That can also be true of other jobs like software writing and back-office work.

“There are times when the stress is so overwhelming that the agents will fail to cope up with it leading to various problems such us being irritable and restless.” according to Dr. Jose De Vera, psychiatrist.

The complaints are varied, but marital incompatibility and relationship issues top the list, Dr. De Vera added.  This  often because the long, odd working hours which means that couples do not have much time to be intimate together.

More women than men ask for help, he said. The outsourcing boom has created new employment opportunities for Filipina women, but there has been little change in social and family expectations. Adding workplace pressures and stress to an already overwhelming responsibilities at home, which often includes taking care of kids and in-laws, leaves women workers with multiple stresses.
For those single women, loneliness can also take a toll. “There is no social life,” said Linda, who worked at night and either slept or watched television during the day. “You are not meeting new people.”

The main trade body of the outsourcing industry, said many of its member.  Some companies have recognized this phenomenon already and are taking the right steps to alleviate the call center agents problems.  Call center firms were already providing advice on health, gyms and money for regular checkups

Some have set up 24-hour help lines for counseling by psychologists, while others have connected with health clubs and counseling companies. Some even built day care centers for children and routinely sponsor group outings by their employees.

But will this be enough to work?  We believe there should be more focused attention on this threatening problem rather than to resolve issues on a piecemeal basis.  Companies should contribute to the study of the lingering effects of call center work to their agents and set aside funding to find solutions to those findings.

You, what do you think?

Do you believe that there is a health hazard to the call center agent job?  If yes, what do you think the industry, the government and the call center agents do to solve this problem?

Source: Pinoy Call Center Jobs Blog
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Tuesday, November 8, 2011

Discountitis

By Rene Espinosa

“Discountitis” is fast spreading like a virus among salespeople.  It is a sickening condition which renders a sales agent unable to secure orders at the normal price.  At the slightest hint of price objection, the sales representative will immediately discard his ace right under his sleeves ---  discounts.

Time and again, whenever I am asked to conduct sales training, company owners, Presidents and Sales & Marketing Heads will tell me, “Our people know very little how to handle price objections.  They seem to think that without giving a huge discount, the product or service cannot be closed.”

I can’t help but recall one company where I’ve conducted a sales training program.  In order to simulate a real situation, I asked somebody to play the role of the prospective customer and another to play role of the customer service representative or salesperson.  As a matter of course, the “customer” inquired about the various services of the company and then the price of the one she liked the most. The “salesperson” with much enthusiasm explained the different packages and then told the “customer” the price.   

When the customer showed reluctance and raised concern about the price, immediately and without batting an eyelash, the salesperson offered a whooping 30% Discount.  I could see the very upset reaction in the eyes of the General Manager.  If her people would dispose this way in her presence, the more they would do so in her absence.  Her people would offer discounts left and right at the expense of the company’s profit margin.

How do you handle requests for discounts?  How do you handle price objections?  If you are leading a group of salespeople, you should see to it that your people will internalize them.


1. Before Answering Your Customers’ Price Objections, You Must First Answer Your Own.

If the salesperson himself believes that the price of his company’s product or service is too high, he will not be effective in handling the price objections of the customer.   I believe this is very essential.  In the words of Martin Shafiroff, “All great business successes have strong convictions in what they are doing.  Essentially, the first person you must sell to, if you want to succeed, is yourself.  I believe this is vital.  When you believe in what you are doing, the other party evaluating your comments is going to react accordingly.”

Along this line, business owners or sales leaders must make it a point to give a product orientation to their people.  The purpose is not merely to explain the products but more importantly, to convince them of the value of the products.  This can be done once in a while or during sales meetings.  Remember, if the salesperson is sold himself, then he will not easily cower even under a Herculean pressure.


2. Remember, Many Ask For A Discount Or Raise Price Objections Merely As A Force Of Habit.

Studies show that many who ask for a discount do not expect that their request will be granted.  As Kelley Robertson has put it, “Recognize that people ask for more than they expect to get.” Believe it or not, a lot of prospective customers are just giving it a try.  With or without a discount, they will still buy anyway.  Unfortunately, many customers are far better than the salespeople when it comes to sales presentation or negotiation.  The customers present with more conviction (i.e., the plausibility of a bigger discount) compared to the way the salesperson presents the value of his product. That is why, the stark fact is that, it is the salespeople who often get the shorter end of the stick.  

3. Even If You Have To Give Discounts, You Must First Defend The Price You Have Initially Given.

Picture this in your mind.  Suppose, for example, that you are looking for a second-hand car and I come to your office to offer my Honda Accord.   Let’s just say that my initial offer is Php600,000.  Smirking, you shot back with, “Come on, just give it for Php560,000.”  To your complete surprise, my immediate reply is, “OK, Php560,000.  Deal!”   What would you feel?  Even if you got what you asked for, you would still feel short-changed, don’t you agree?  

If, instead of giving in immediately, I replied, “You know buddy, I could really sell that car even for Php640,000.00  if I were not in a hurry.  I just need money very badly now.  But with its well-maintained engine, new seat covers, etc., etc., Php600,000.00 is a jackpot for you.”  Now, you may still try to haggle down the price.  I may just repeat my justifications but if I have to, I will say, “OK, just to finish the whole thing.  Let’s settle for Php575,000.00.  Even if you manage to ask for more concessions and let’s say, you’ve succeeded to scale it down to Php560,000.00, what would you feel?  You’ll get the impression that you’ve bought something valuable, right?

4. You Should Use Some Effective Techniques To Win In A Sales Negotiation

The next time you find yourself entangled in a negotiation, do not use a knife while your opponent is using an M16.  Allow me to offer a few techniques you may find useful.  To make it easy for you, I will use alliteration - they all start with the letter “S”.

(a) The first is called the SURPRISE technique.
As the title suggests, it is a visible reaction to the offer or counter-offer of the opponent.  If somebody asks for a big discount, for example, instead of appearing calm and composed, you make the other person uncomfortable about his offer by appearing shocked and surprised.  

“What! 30% Discount!”  Unless the other person is a seasoned negotiator, he will lower his expectation for a 30% discount.

(b) The second is called the SUMMARY technique.
Price objections are raised because the prospects fail to appreciate the value of the product.  He looks at the price and it looks far bigger than the benefits the product offers.  Your role as sales professional is to make him see again and again the benefits of using your product.  Here, you can make a brief recap about the different advantages and benefits of your product or services (e.g., safety feature, savings, etc.).  “Mr. Prospect, you did say you wanted this feature.  Likewise, you mentioned it would meet the objectives of your company if the quality is . . . ?  Moreover . . .”

(c) The third is called the SLICE technique.
You can break down the price into smaller units.  Let me illustrate.  Suppose, for example, that you are selling an equipment worth Php96,000 with a lifespan of ten years.  Instead of talking with the prospect about the astronomical amount of Php96,000, you can talk to him about his investment per year which is only Php9,600.  Then you can further break it down and tell your prospect, “This equipment will definitely increase your profits (or reduce overhead costs) year after year for a very small investment of Php 800 a month.  Makes good business sense, don’t you think so?”   

Here’s how a real estate salesman may deal with Mr. Cruz, a prospect who has been renting an apartment for Php15,000.00,  If Mr. Cruz is really interested in a property with a monthly amortization of Php20,000.00  but raises price objections, the real estate salesman can respond with, “Mr. Cruz, what we are talking about here is the fulfillment of your dream for your family.  Your investment here is only Php20,000 a month.  Considering your monthly rental, it means that we are talking of an investment of only Php5,000 a month or Php1,250 a week or less than Php200 a day.  Mr. Cruz, for Php200, will you deny your family a house they can call their own?”

(d) The fourth is called the SUBTRACTION technique.
We have a saying, “You will only know the value of a person when he or she is gone.”  This is true of marriage and courtship, right?  (I am not an expert here, ha ha!).  Guess what?  This principle applies in sales presentation, too.  In order for your prospect to appreciate more the value of the benefits of your product, try “removing” them (mentally).  

So, one of the first things you can do is to determine the features that your prospects like the most about your product then “remove” them.  “Sir, this product has this AAA feature which guarantees more production in your poultry.  If it didn’t have this system like many other products today, the price could be reduced.  But do you want this product without the AAA feature?”   

As you can see, sales negotiation techniques are used to lower your opponent’s expectations or justify your price.  No, your people don’t have to be the next victim of Discountitis if you will exert efforts to train them and make them see the value of your product.

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Note:  If you want to learn more techniques in handling price objections and closing more sales, then don’t miss the special seminar – 39 Ways to Close More Sales to be conducted by Rene Espinosa on November 25 at RCBC Plaza.  For reservations, please call Powermax Consulting Group now at 470-1055.

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Do you have an interesting sales experience?  Like how you have handled a challenging objection or a difficult situation or how you have successfully closed a sale?  Inspire others by sharing it.  I may feature it in my seminar. Send it to rene@powermaxph.com  and  ren.espinosa@gmail.com 

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Saturday, November 5, 2011

Twilight: Hand and Footprint Ceremony at the fabled Grauman's Chinese Theatre


Thousands of "Twilight" fans lined up on Thursday to get a glimpse of the film franchise's heartthrobs (L-R) Robert Pattinson, Kristen Stewart, and Taylor Lautner. The three became part of Hollywood Boulevard forever at their Hand and Footprint Ceremony at the fabled Grauman's Chinese Theatre. 

Source: Yahoo! | OMG
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Wednesday, November 2, 2011

Face-Off Twist: Nicholas Cage & John Travolta are Vampires?


See it for yourselves.

The much talked about pics on eBay supposedly of Nicholas Cage and John Travolta from the 1800's-1900's have risen speculations of some type of reincarnation, time travel, or of vampires in our midst.

Thanks to the Twilight series, many look at the photos as leaning towards vampires.

Bizarre coincidence? 
Face-Off: 1800's - 1900's Photos of Cage and Travolta's "look-a-likes"

Before the $50,000 eBay listing of the Travolta picture was pulled, the seller postulated that John might perhaps be he same captain of the S.S. Xenuprise.

Your theories are as good as mine.

See related story: Keanu Reeves --- a Time Traveler?


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Thursday, October 27, 2011

Why Digital Talent Doesn’t Want To Work At Your Company

BY FC Expert Blogger Aaron ShapiroThu Oct 27, 2011
This blog is written by a member of our expert blogging community and expresses that expert's views alone.
Some digital companies are hiring--and in fact are in hot competition for certain types of employees. But you don't have to be Google to attract top-tier talent.


Why doesn't digital talent want to work at your company? It’s not because you’re a consumer packaged goods company, rather than Google. It’s not because you’re in Ohio instead of Silicon Valley. It’s not because your salaries are too low, or because you don’t offer free food and laundry services.

It’s because you’re not providing them the right opportunity. The talent you want would be happy to work in an un-air-conditioned garage in New Mexico if it meant the chance to change the world.
This, the opportunity to do great things, to make a real difference, is what drives most digital talent--whether they’re developers, designers, producers, marketers or business folks. 

Most companies don’t offer this, so they skip your company and work somewhere that’s more innovative and exciting. End of story. But the good news is that you can offer them something exciting and great. The promise of changing a giant, behind-the-times organization into an Internet-savvy business is an incredibly exciting challenge and a big way for ambitious people to make an impact.  

But it takes more than lip service to make the sale. Job candidates and new hires with digital chops must truly believe in the company’s dedication to digital transformation and they must see that they are empowered to make this change. Trouble is, many big businesses aren’t structured to deliver on this type of opportunity. The attributes of a soul-crushing, Sisyphean, anti-digital workplace run deep.  

Digital talent won’t want to work at your company if:
  • Every element of their work will be pored over by multiple layers of bureaucracy. Even if that’s how the rest of the company operates, it can’t spill into the digital department. In a technology environment, new products and businesses spring up daily and a new endeavor can go from conception to launch in a matter of months. Reining in the momentum will be read as inaction and a clear signal the company isn’t willing to grasp the new way of the world.  
  • Mediocre is good enough. While clocking out at 5 p.m. is attractive to some, it will discourage digital talent. They want to be expected to do something great. They want to be pushed. They care about their work. Their leadership, and those they rely on to get things done, must match their appetite for success.   
  • Trial and error is condemned. The freedom to try out new ideas allows employees to take initiative, make decisions, and learn from their mistakes. It also demonstrates an attractive and inspiring entrepreneurial spirit.
  • Your company is structured so it takes a lifetime to get to the top, and as such there are no digital experts in company-wide leadership positions. Digital talent--often in their 20s and 30s--need to see a clear path for uninhibited career development that’s based on merit, not years spent, and that’s beyond the confines of the digital department. If they don’t, they won’t see a reason to stay with the company in the long term.  
  • Your offices are cold, impersonal and downright stodgy. It may sound like it conflicts with the “you don’t need to be in Silicon Valley point,” but appreciate the nuance. A traditional office layout is designed to communicate power among certain individuals and barriers between departments. This does not support the collaborative ethos which is intrinsic to the web. Companies should do everything possible to provide the digital team friendlier, open office space. A location in a hip, young neighborhood (which surely exists in every mid- to large-sized city) is also a big plus.  
When all of these digital-talent deterring points are addressed, company leadership has effectively and proactively demonstrated the company’s dedication to a digital transformation. It is at this time that their words, a broadly communicated firm stance on the significance of the company’s digital goals, will make the most impact. Without this conspicuous top-down support, politics in the organization or simply one influential disbeliever can hinder the effort, limit the extent of digital integration possible, and discourage valuable employees.  
You need them more than they need you. Demand for their services is so high, they can afford to be finicky. If they don’t like where they’re working, another firm with a more attractive culture and more grand opportunity will quickly swipe them up. That could be your company. But it could just as easily be someone else.

Related articles: 
Adapted from Users Not Customers: Who Really Determines the Success of Your Business (Portfolio), by Aaron Shapiro, CEO of HUGE, a digital agency that helps companies including PespiCo, Comcast, Target, HBO, and Unilever reimagine how they interact with their customers and manage their business in the online economy. Visit aaronshapiro.com.
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PH "Rock" of Global IT-BPO industry

By Tam Noda
 
MANILA, Philippines - Citing the way Filipinos deliver their services through call centers and outsourcing firms in the country, the Philippines today was tagged as "rock" of the global IT and Business Process Outsourcing (IT-BPO) industry.
 
"If before we call the Philippines as an important key in the field of outsourcing, we call it today as the rock of the global IT-BPO industry," said Martin Noel Conboy, president of the Australian BPO Association, during this afternoon's press conference of the 3rd Annual International Outsourcing Summit (IOS) at the Sofitel Philippine Plaza hotel.

Conboy made the announcement with Alfredo Ayala, chairman of the Business Processing Association of the Philippines (BPAP); Valentin Makarov, president of RUSSOFT Association in Russia; Gaurav Gupta, managing partner (India) of Everest Group; Nour Al Hmoud, director of Investment Promotion at Jordan Investment Board; Grace Castillo, head of enterprise segment of Globe Telecoms; and Albert Mitchell Locsin, vice president and head of corporate relationship management of PLDT (Philippine Long Distance Telephone Co.).

Ayala told reporters that over 400 delegates and 80 speakers from various countries took part in this year's IOS, a high-level conference organized by BPAP to tackle the future of the global IT-BPO industry, particularly the development of non-voice and complex IT-BPO services.

BPAP reported the more than 50 percent of the summit's audience composed of foreign nationals only shows the country's significant role in the global IT-BPO industry that is expected to grow to $270 billion by 2016.

"Competition may be tough, but it opens a world of possibilities as well, especially for Asia. Our focus is on strengthening the country's IT-BPO sector," Lacdao said, as he reiterates BPAP's strategies in creating stronger collaborations and partnerhips with the government.

Lacdao shared that President Benigno Aquino III is keeping a proactive stance towards the industry by way of his Public-Private Partnership (PPP) program, intending to extend this to infrastructure projects and to be applied later on to the local IT-BPO sector.

BPAP said that although voice service has grown globally by 20 percent since last year, non-voice is growing faster in services on back office, health care, IT, engineering, among others.

Conboy said the current outsourcing industry in the Philippines is no longer entirely made up of voice service, but more on non-voice and the challenge remains on how to attract the country's rich pool of non-voice talents to work in the industry.

Conboy added that among the new non-voice talents that are in demand today are the country's supply of workers who are skilled in social media such as Facebook and Twitter.
Animation, according to Lacdao, remains a hot channel that the country can explore and develop fresh talents.

A study by The Everest Group revealed that Asia accounts for 21 of the 38 new delivery centers established in the second quarter of 2011. Aside from the Philippines, Brazil is considered a "mature" market location for IT services, while countries like Nicaragua and Kenya are emerging destinations for delivery centers.
Source: Philstar
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