In the ever-increasing competition in the Business Process Outsourcing industry, mergers, acquisitions, and partnerships are always a constant activity to stay ahead of the game. Strategic partnerships have been used as a business approach for various reasons such as improving customer experience, utilizing the resources of one another for mutual benefit, complimenting each other’s strengths and weaknesses, and so on. TRU29 also realizes the value of such partnerships as it proudly announces its new strategic partnership with Sourced Out Solutions Plus (SOS Plus). In this strategic partnership, both parties have agreed on complimenting each other by focusing on each other’s strength which translates to (Sourced Out Solutions Plus) SOS Plus’s being able to focus more on its core strength in the realm of business development and finance while TRU29 focusing more on Operations Management, Infrastructure, Admin & HR, and other related items to ensure an above satisfaction for all their clients. Overall, this partnership is forecasted to increase the revenue of TRU29 from its current annual revenue of USD 2M to double by this year’s end and vice versa (or even more) for SOSPlus. Photo above: (left) Bien dela Paz TRU29’s Operations Department Head, and (right) Chip Mariano SOS Plus’s COO With this partnership in place, all stakeholders on both sides are assured of a better and more efficient world-class outsourcing solution. If you have any queries or need then please do not hesitate to contact us.
BPO workers now part of A4 Priority List under the Philippine Covid Vaccine Program
The country’s coronavirus task force on Friday approved the recommendation to include the business process outsourcing (BPO) sector in the A4 priority group for the government’s COVID-19 vaccine deployment plan, the trade department said. The Inter-Agency Task Force on Emerging Infectious Diseases (IATF-EID) approved the endorsement of the Department of Trade and Industry, Trade Secretary Ramon Lopez said in a statement, noting its steady growth despite the economic pinch brought by the pandemic. Being on the priority list means BPO sector workers can avail of COVID-19 jabs ahead of the general population. The A4 category, which includes government and economic front liners, is the fourth on the list after health workers, the elderly, and people with comorbidities. Trade Secretary Ramon Lopez said the IATF “supported” the justification that the BPO is crucial to the economy with its contribution in export revenues reaching close to $30 billion a year, bigger than remittances of overseas Filipino workers. The Philippines is known for its BPO sector due to its young workforce and English-speaking population, among others. At least 1.3 million direct employment and 4 million indirect employment have been generated by the sector, the DTI said. “This is the only sector that didn’t lay off workers and even continued to hire during this pandemic. This is helping the economy in its recovery efforts, saving jobs, and contributing to dollar revenue generation. That, in turn, is helping solidify further the economic fundamentals of the country and stable credit rating for the country,” Lopez said. “We cannot afford to disrupt its very good momentum, especially in this time of the pandemic,” he added. During the pandemic, the BPO sector has offset office space demand left behind by offshore gaming who exited the country. The BPO sector remains as one of the key demand drivers in the country, Leechiu Property Consultants earlier said.
Considering outsourcing your document processing?
When you outsource your document processing, you’re partnering with a document processing company that will handle the capture, imaging, conversion, production, document shredding, processing, printing, mailing, electronic transmission, and/or fulfillment of any type of printed or electronic document. Document processing and management play a big part in a business and its control of information. Every industry needs fast and accurate high-volume document processing, whether it’s applications, invoices, claims, enrollments, etc. If a company doesn’t have the resources to handle the volume of documents they generate, then outsourcing those processes is likely the next best step. Organizing and properly managing documents is a big task, and when done poorly, your company will suffer. Are you interested in learning more about document process outsourcing? Sure you can do this in-house… but consider the benefits of outsourcing this business process. The Benefits of Processing Documents With an Outsourced Company Whether your organization is looking to reduce costs, is dealing with a high volume of transactions, or you simply want to focus on your core services, there are many reasons why document process outsourcing could be helpful. Here are some of the top advantages of processing documents through outsourced services: Lowers Risks : Mitigate risks when you partner with the right document process outsourcing company that can ensure you are compliant with government regulations. Privacy laws vary from region to region and can make it difficult for companies to stay up to date on the latest guidelines. The right document process outsourcing supplier will ensure your private processed documents are stored securely and compliant. Personalized Approach: Every business is different and has unique needs and faces different challenges; that’s why a customized solution is necessary for success. A “document process outsourcing” provider will work with you to identify pain points and recommend the best approach to help your business. Increase Efficiency: Unfortunately, we’ve all been there, stuck filing, searching, scanning documents, and shredding papers. These tasks are not conducive to productivity and can eat up valuable time. Outsourcing document processing can free up your staff and give them the time they need to focus on more pressing issues, while also having instant access to essential documents. Save Space and Storage: Allowing a dedicated team to handle your document storage and management means you’ll have more space. Whether you need a cloud-based solution or physical storage, your document management partner will take your documents off of your hands. Access to Expert Guidance: Document management companies can give your organization access to expertise and the latest technology, both of which can enhance your business. Never lose time on hiring and training new staff, or developing software; let your process outsourcing partner handle that for a more time and cost-effective approach. These five benefits just begin to scratch the surface of all of the benefits a document process outsourcing partner can offer your company. If you’re looking to lower costs, increase efficiency, and focus on more critical aspects of your business, consider outsourcing.
Fun at Work
At Tru29, we always believed that the workplace should not be very serious and dull. And yes there are a bunch of employee engagement activities every now and then but there are still times that you need to just let people do their thing like billiards, singing. etc. 😉 😉 Of course, these were done during off-hours, spare time, and breaks. One of these “own stuff” is TikTok. Let’s see these Tru29’ers that became TikTokers! Check out these T29 TikTokers via this link – https://bit.ly/3er2Prb
CocoLife and Tru29 Partnership
In pursuit of providing the best HealthCare benefits to all tru29er’s, Tru29 is proud to announce a partnership being forged with CocoLife Healthcare. CocoLife Healthcare was established in 1997 to complete Cocolife’s array of risk protection services. As the demands of the market evolved, a card-based service was introduced in 1999 in addition to its reimbursement type of health insurance. It is the first healthcare program provider certified by ISO 9001:2008 and regulated by the Insurance Commission. With its vast network of accredited hospitals, physicians, clinics, etc. coupled with its quality service, every tru29’er is assured of good quality healthcare benefits!
Fintech is currently one of the major growth areas for call centers in the Philippines
Fintech is currently one of the major growth areas for call centers in the Philippines. The model of many fintech operators is lean; the focus is on the technology and offering their customers finessed front-end applications that cater to most of their needs. However, wherever there are customers, there is always the possibility they will need support. And this is where contact centers in the Philippines are providing the infrastructure that allows fintech companies to grow. Outsourcing providers in the Philippines have a long history of providing world-class and ultra-secure services for the traditional finance sector. This experience combines with the country’s BPO industry’s ability to scale rapidly while providing the highest possible quality of service, positioning it as the leading destination for fintech clients who need cost-efficient solutions to manage their new customers. With agents who often speak English without a discernible accent, around-the-clock omnichannel contact centers in the Philippines can compensate for fintech that doesn’t have a Main Street presence. Outsourcing their customer support in this way allows them to provide a high level of service while they benefit from lower labor costs and not having to fund expensive in-house operations. For many, the attraction of the new challenges in the financial sector is convenience. Instead of having to handle transactions during business hours in a branch or office that might not be conveniently located, new and innovative banks allow customers to communicate in a way and at a time that suits them. Agents in the Philippines answer phone calls, respond to emails, chats, or social media inquiries whether these were sent from websites or apps, offering the customer timely and personal service. Premier call centers in the Philippines have invested heavily in AI and other various related technologies. This frequently acts as an assistant to the human agents, helping to direct and route customer contacts. A bot can gather relevant information during a phone call and direct the customer straight to the appropriate agent, saving time for the customer and maximizing the use of agent time. AI can even scan a customer’s email for keywords and give the live agent a head start on a resolution. Highly specialized contact centers in the Philippines such as TRU29 in Manila also provide a range of other services for fintech. Bringing years of experience from the traditional finance sector, they can offer expertise in areas like manual identity verification, dispute resolution, and chargeback, fraud mitigation, and investigation. The trend towards digital has been accelerating. Now that everyone has a smartphone with a fast connection and huge computing power in their pocket, they are less patient with aspects of their life that cannot match that speed. Fintech has been a key beneficiary of that trend—when someone can download an app, autocomplete an application, and snap a few pictures of their ID, why would they stand in line at a bank to open an account? Perhaps the biggest advantage that call centers in the Philippines can offer fintech is their ability to scale to meet this new and growing demand. With over 1.2 million Filipinos working in the industry and state-supported schemes to train more, this sector is well-placed to respond to new demand. Fintech has been developing for several years, and rapid growth in the sector is inevitable as consumer demands change. The BPO industry in the Philippines is a natural outsourcing destination for fintech companies, offering a viable way to match increasing demand while keeping costs low and customer satisfaction rates high.
Tru29 Solutions and Asia United Bank
With the unending community quarantines in different cities and increasing numbers of COVID-19 cases globally, also it’s better to use mobile wallets and banking apps to get things done faster (and avoid the crowd). Due to such, Tru29 wanted to add an additional layer of safety measure for all its employees and it has found a solution with Asia United Bank’s Hellomoney. With AUB’s Hellomoney Mobile App, it allowed the employees to disburse payroll for all its employee’s real-time. Aside from such, every Tru29 employee also enjoys other features and benefits such as: no initial deposit no maintaining balance no monthly fees may open an account with a single I.D. fund transfer to any local banks as well as to GCash, PayMaya, etc. pera padala (money remittance) to partner establishments like Palawan Express, Cebuana Lhuillier, and more. use in online shopping with its mastercard feature buy load pay bills deposit funds via direct deposit to any AUB branch or even at 7-11 convenience store nationwide and a lot more With this strategic partnership between Tru29 and Asia United Bank, alll Tru29 staff can now enjoy a safe and reliable payroll aside from other benefits listed above. Tru29 is committed to provide quality partnership with it’s clients and part of ensuring qualty service is taking care of its greatest asset – its staff. Every Tru29er can rest assure that Tru29 management will endeavour to continually seek areas of improvement just as it is committed to the same for all its clients globally.
Introducing Bien!
With Tru29‘s continuous growth, it’s but natural that the organizational structure grows along to cope up with the increased need for efficient business operations. In line with such, a new role has been created in Tru29 which is the Shift Manager. This role is tasked to handle all the accounts within a given shift and ensure everything is working like a clock. As such, a person with a proven track record of management and leadership honed through years of experience is required so Tru29 has chosen the best person for the job from its arsenal – Bien dela Paz! Bien boasts of two college degrees namely, accounting and computer engineering. After graduating from college, Bien started his career as an ordinary Technical Support Specialist (Call Center Agent) way back in 2005. Since then, his career has grown and he has been promoted several times exposing him to various roles in an Outsourcing organization ranging from Team Lead, Trainer to as complex as the whole BPO’s Operations Management and Business Development. These experiences allowed Bien to gain the skills that are highly sought after in the BPO (Business Process Outsourcing) industry. Bien started out n Tru29 as a Team Lead for one of its clients whom Tru29 handles Customer Service and Back Office Administration dealing with Debt Settlement and other Financial related services. From a Team Lead role, Bien quickly rose to handle the Training Division, and moving forward he has a bigger role to fill in the organization as a Shift Manager. Congratulations Bien! Keep up the good work. We are all proud of you!
Are You in Control of Your Attitude Or Is Your Attitude Controlling You!
Attitude is one of the most commonly used and yet most misunderstood words in the English language. Managers tell salespeople their attitude controls their sales. Therapists tell couples to change their attitude, and their relationships will improve. Doctors tell patients we’ve done all we can; now it’s up to you. All things being equal, the person with the best attitude will win. Other things not being equal, the person with the best attitude usually wins. You would think that anything that packs this much power would be a subject that is taught from a young age. And yet, if you asked the next ten people you meet what attitude means, you would probably get ten different answers. However, when you have a good, clear understanding of what attitude is and how attitudes are formed, it will become apparent very quickly that only a small percentage of the population is in control of their attitude. So, if you’re like most people, you have not taken control of your attitude. But if you’re not controlling it, who or what is? If not you, then who? The media, other people, and the conditions and circumstances of their life control most people’s attitudes. Of course, that’s not good since attitude has such a tremendous effect on the quality of our lives. So, let’s talk about what attitude is and how you can use this information to shift any aspect of your life. What Is Attitude? Your attitude is the composite of your thoughts, feelings, and actions: Thoughts: Your conscious mind can accept, reject, or ignore ANY idea that flows into your consciousness. Any idea that your conscious mind accepts and internalizes (consciously or unconsciously assimilates) has an effect on your physical body, as explained below. Feelings: The nature of the idea that you internalize is impressed on your subconscious mind and determines the vibration of your body. Another word for vibration is the feeling that you express. If the idea is negative, you will express negative emotions. However, if it is positive, your emotions or vibrations will be positive. Actions: The body, which is the instrument of the mind, is the only medium through which the conscious and subconscious minds working together are able to express themselves. Whatever idea is impressed upon the subconscious mind MUST be expressed through the vibration of the molecules in the body. When that vibration becomes strong, the body must move into actions that attract people and circumstances that are vibrating at the same frequency. The Environment is But Your Looking Glass Your environment can only return to you what is corresponding to what you’re sending out. And what you’re sending out is your attitude (the composite of your thoughts, feelings, and actions). The environment acts as a mirror and sends that energy right back. If you see a reflection from your environment that you don’t like, it’s your opportunity to make a new decision and to shift your attitude. If you’re not sure what your attitude is, look at your results. Attitude and results follow one another like night follows day. What I mean by that is: one is the cause, the other is the effect. If you think in negative terms (cause), you will get negative results (effect); if you think in positive terms, you will achieve positive results. Ralph Waldo Emerson reiterated that same point when he said: “A person is what they think about all day long.” The results you achieve in life are nothing more than an expression of your thoughts, feelings, and actions. If you don’t like the results you’re getting in life, change what you are sending out. Your attitude is something you have control over ALL the time. When Your Attitude Shifts, Everything In Your world Shifts As you can see, your attitude is determined by the nature of the ideas that you choose and permit yourself to internalize (or, as we often say, what you get emotionally involved with). Then, the physical expression is automatic. It doesn’t matter if the choice is conscious or unconscious. Now, you can say, “I didn’t know,” but that’s too bad; you lose. In life, there is no allowance for ignorance. It is what it is. You can’t fake it. If you are faking a smile, enthusiasm, or friendliness, people will see through your insincerity quicker than you can imagine. To get your desired results, your thoughts and feelings, or your conscious and subconscious mind, must be in harmony and that harmony will be expressed in your actions. You will be calm, focused, and genuine. So I hope you clearly understand why you should never blame another person, or conditions or circumstances for any challenge you have in life… If you are having a problem, your conscious choice is where the problem originates. The most important investment you can make in your future happiness, success, and genius is to take time each morning to set your mindset for the day. Read something encouraging and motivational, practice gratitude, meditate or visualize, read your goal card, practice autosuggestion. Create the routine that is just right for you to ensure that you start with a positive outlook and a plan to choose thoughts and ideas that send out a message that is congruent with what you want to be returned to you. Have A Super Day!
Postpandemic Outsourcing Trends for CEOs
The COVID-19 pandemic has changed many priorities and created a new reality in its wake, but it hasn’t altered the need to deploy smart outsourcing strategies. If anything, the past 12 months have underscored how critical it is for companies to effectively manage IT, service providers—those that offer digital capabilities and business process services—in order to survive a crisis and, at the same time, transform to lead in the aftermath. Moreover, the crisis has reinforced companies’ symbiotic relationships with their service providers. That’s evident from a survey that BCG conducted in the last quarter of 2020. We found that companies will continue to depend on service providers even though they will also invest more in developing in-house capabilities. The results also reflect the state of companies’ digital transformations. Contrary to the popular notion that businesses sustained all their digital transformation projects last year, the survey shows that many companies were selective about which ones they pursued. And while 76% of respondents expect to slow down some transformation initiatives during the next 24 months, 96% expect to accelerate the execution of some transformation projects. In this article, we shine a light on these findings and their implications for the future. COUNTING ON SERVICE PROVIDERS TO NAVIGATE THE CRISIS All through 2020, as the pandemic raged and governments around the world were forced to impose, and then reimpose national lockdowns, the world’s economies were paralyzed. To understand the impact of the COVID-19 crisis on outsourcing, BCG conducted a survey of 200 global companies with large IT and business-process outsourcing footprints. (See “About the Survey.”) We found that 82% of the respondents saw revenues fall, 78% faced operational challenges, and 68% had to cope with service provider-related challenges. Many companies realized that they had no option but to become more digital more quickly if they were to survive, but only those that could facilitate remote work on short notice were able to limit the impact of the pandemic on their operations. In addition to ensuring that employees working from home could operate critical business processes, such as order to cash, adroit companies shifted to online marketing, selling, and service delivery for the foreseeable future. Finding it difficult to manage these forced digital transitions on the fly, many companies turned to their service providers for support then and have been expanding their relationships with them. “We are deepening our relationships with the [service providers] that saw us through [the initial crisis],” said a CIO of a global mining company. “They’ve been supportive and particularly good. We haven’t had a major incident throughout this period.” Many companies that turned to their service providers for support are expanding their relationships with them. Many companies were forced to take unprecedented steps to survive: 79% said that they asked service providers for help in some form, such as longer payment terms (47%), price reductions (45%), or free support for more processes or additional services (41%). The CIO of a large Australian bank stated, “We talked to our service providers, telling them frankly: ‘We’re sorry, we can’t keep paying for this process.’ [But] that was only for short-term relief.” Some companies were able to cope with the crisis because of the portfolio sourcing strategies that they had adopted before the pandemic. (See Exhibit 1.) They had been distributing the services they need to offshore and onshore providers, as well as investing in building in-house capabilities. In fact, 67% focused on developing in-house capabilities, and 66% concentrated on increasing insourcing levels. These companies tasted relatively more success during the crisis than other respondents. While many companies rely on a global footprint of service providers to prevent service breakdowns, that model doesn’t factor in the possibility of a pandemic washing over the world. Service providers, particularly in outsourcing hubs such as India and the Philippines, were hit hard, although they did their best to cope. For example, a service provider in India rented an entire hotel to ensure that its employees could work in a bubble. The company provided accommodations, access to food 24-7, stable broadband connections, and, later, regular COVID-19 testing. Other service providers negotiated with local governments to ensure that power cuts to their employees’ homes-turned-offices would be limited or, at least, predictable. PUSHING AHEAD, CAUTIOUSLY, WITH A TRANSFORMATION Businesses didn’t allow the urgent to drive out the important, though. Sixty-one percent of the companies we surveyed said that they accelerated parts of their digital transformation over the course of the year, although 42% noted that they slowed down some projects. (See Exhibit 2.) Thus, the popular perception that digital transformation has only accelerated in 2020 may be misleading, with some qualifications becoming necessary to understand the ground realities. Importantly, most enterprises plan to persist with their digital transformation agenda; in fact, 96% of the companies we surveyed expect to accelerate the execution of their transformation-related projects over the next 24 months. These companies anticipate their immediate focus to be reinforcing the IT function, with more investments in cybersecurity (55%), given that people will continue to work from home; automation (49%); cloud migration to reduce costs (47%); artificial intelligence (AI), machine learning (ML), and analytics (46%); and crowdsourced innovation (35%). That focus is consistent with their pre-pandemic agendas: 80% had been concentrating on cybersecurity, 76% had been prioritizing moving to the cloud, and 72% had been focusing on deploying AI, ML, and analytics well before the crisis. However, other companies will be selective about the digital transformation projects in which they will invest in the near term. Of the 76% of companies that expect to slow some of their transformation projects, 25% are likely to reduce their investments mainly in risk management, 23% in supply chain management, and 22% in HR processes. The main reasons that these companies offered for reducing these investments in the short run were either the lack of financial resources or a reprioritization of strategic objectives (74% of respondents in both cases). As a global fashion retailer succinctly put it: “We pushed ahead with
