Jozsef Kiss

How do job seekers differentiate themselves and how do Talent Hunters make use of human interaction to find a match. TDCX uses technology to reshape the hiring process and look at authentic human signals. #tdcx #talent #hiring #humanresources

107

6 (na) Komento

#hiring #opentowork #manilajobs Our team at Platinum Outsourcing, like other BPO’s, screen 10’s of thousands of resumes every year. There is a clear trend of easily fixable mistakes that often prevent strong candidates from getting the attention they deserve. If you are actively looking for a new role in the industry, taking a moment to refine your CV can make a significant difference. Here are three things that frequently make it difficult for our team to establish your suitability for a role: ▪️ Lack of Specificity in Your Experience Stating that you have a decade of experience as a Customer Service Representative is a great start, but it doesn't tell the whole story. What was the client program or line of business you supported? Was it in telecommunications, finance, healthcare, retail, or another sector? Providing these specifics allows us to see how your direct experience aligns with the requirements of our open roles. ▪️ Missing Location Information A simple but crucial piece of information that is often missing is your location. While many roles are now hybrid or remote, many others are site-based. When your CV doesn't include your city or province, it's impossible for us to know if you are within a reasonable commuting distance for a particular delivery location. ▪️ Ambiguous Employment Dates We often see resumes that list employment tenure in years only, for example, "2022-2024." This creates ambiguity. There is a significant difference in experience between starting in December 2022 and leaving in January 2024 (13 months) versus starting in January 2022 and leaving in December 2024 (36 months). When months are not included, it can leave a recruiter feeling like a candidate might be trying to hide a short tenure or an employment gap. Always include both the month and the year to present a clear and transparent career history. Are there any other tips for resume structure etc. that you can share?

38

1 Komento

You’re a CX Director of an organization and have 3 potential contact centers vying for the contract. Here are 2 non-negotiable to consider: (1) Agent, Employee, And Client Attrition. 📞 Ask them how many clients they have lost and why. 📞 Ask them how many agents they have lost and why. 📞 Ask them how many employees they have lost and why. If you have the opportunity on-site, have 1:1 sessions with individual agents and team members. (2) Geography As the playing field for talent continues to even out globally, geography isn't as critical as it once was. You can find exceptional levels of English and customer service experience all over the world. Instead, the important questions to ask yourself about geography are: 🌎 What country or markets would I operate in and what impact does that have on my business? 🌎 What are the political, currency and financial risks? 🌎 How easy is it to hire and fire? 🌎 What are the labor regulations in how I structure my shifts, and how easy is it to let someone go or ask them if the peaks of the volume have subsided? 🌎 If I need to reassign them to a different shift, channel, line of business or service type, how easy and fluid is it to do business, contact center wise, in an individual country? Yes you need to look at budget. Yes you need to look at culture. Yes you need to look at results. But agent, employee, and client attrition and geography are 2 crucial factors often overlooked in the decision making process.

74

10 Komento

Have you ever wondered about the difference between Customer Relationship Management (CRM) and Customer Service Management (CSM)? CRM is strategic. It’s about identifying key customers, segmenting them, and designing tailored strategies to build long-term loyalty and profitability. CSM is operational. It’s the day-to-day link between the company and the customer—providing real-time info on orders, product availability, and resolving issues quickly. It’s the “customer touchpoint” in action. In simple terms: CRM = long-term vision CSM = daily execution Both are essential, but together they ensure customers are not only valued strategically but also served effectively.

80

7 Komento

The final quarter starts tomorrow, and in the Philippines, that means two things - - Christmas prep kicks into high gear - Permanent employees are looking forward to their 13th month pay in December. It’s a fantastic benefit, essentially a bonus equivalent to one month’s salary. But there's a catch for employers - it can also make people less inclined to switch jobs this time of year. So if you’re looking to hire someone who’s already employed and want them onboard before Christmas, now’s the time to ramp up your recruitment efforts. Alternatively, shift your focus to talent coming off freelance contracts or those with shorter notice periods. Timing is everything in recruitment and in the Philippines, December’s 13th month pay is one of those cultural nuances that can make your hiring more tricky if you don't plan for it.

63