Name: AGRAO, SHAINA A.

Course and section:

BUSINESS PROCESS OUTSOURCING MANAGEMENT ANALYSIS

I. Information of the Interviewee

Lendy Lazarte, is a Technical Analyst Supervisor for 7 years in the company

of Integritynet Solutions. She is living in De Joya Compound Kumintang, Batangas
City.

II. Introduction

Integritynet Solutions and Services is one of the fastest growing customer

services, and phone systems provider catering to both national and international
companies. The company’s leadership in the Business Process Outsourcing and
Telecommunications industry combined with a strong management team and an
impressive track record of growing client businesses are the pillars of its operations.

The interviewer conducted an interview with the goal of knowing the nature
of Business Processing Outsourcing. The interview aims to get information that will
help on how the business works. With this, the interviewer was able to prepare the
interview guide smoothly.

III. Summary of the Findings based on Interview

After conducting the interviews with the employees of a BPO companies the
interviewers come up with the following findings.

1. For a Technical Analyst Supervisor, their task is to assist the clients with
supporting their customers’ inquiries.
2. Business Processing Outsourcing in terms of call center, they are hired by a client
to assist them in supporting their inquiries.
3. Working in a call center company, means you need to stay calm and very careful
for the actions you will make. You must maintain your professionalism.
4. In call center, it does not required a college degree, just meet the call center
requirement you’ll be able to work in the company.
5. Complete assigned training in a timely manner, communicate with the agents to
know what the latest trends are based on what their customer contacts are about and
do some self study to keep yourself sharp.

IV. ANALYSIS

With a BPO call center, company can ensure that the customers receive high-
quality support without having to take time and resources away from other core
functions, like product development and marketing.Business Processing
Outsourcing, in terms of call center, they are hired by a client to assist them in their
inquiries. Companies that uses BPO saves a great amount of money. They usually
pay a fraction of the amount for hiring a call center provider vs. setting them up their
own call center to support their clients. Working on a call center, you must maintain
the professionalism to avoid misunderstanding between you and the client. Working
in a call center agent company it does not need a college degree, just meet the call
center requirement you will be hired.

V. Conclusions and recommendations

In connection to the result of the interview gathered. The interviewer come up
to the following conclusions.

1. The key on how to maintain the call center standards are to complete assigned
training, communicate with the agents and do some self study to keep yourself sharp.
2. Professionalism are the key to the quality and efficient skills that every employees
of a BPO company must have.

From all the data gathered in the interview, the interviewer provides this
following recommendation.

To the Managers:

1.They must know the weaknesses and struggle of every employee. With this they
will know how to over come and adjust everything to maintain a good relationship
with the employees.
2.They must have a good followers that will lead their team in the efficiency of a
company.
3. They must know the responsibilities and tasks of a good manager.

To the Student:

1. To develop the skills, students are encouraging to focus and take a responsibility
for their own learning for you to be better in the future work.
2. Socialize to the people who are working in the business processing industry to
have a background on what is really happening in the work place.
3. The result of this analysis paper must be used by the students in future
researchers related to their topics.

To the Preparation to the Position

1. Attend seminars and training that will help you to learn new things and to be better
for the position that you wanted.
2. Seek and listen to the advice of the seniors, it will help to have a good relationship
between you and your co-workers and easily adopt the working environment.
3. Be aware on the happening in the working environment ,for not to be left out.
VI. Attachements