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FOUNDED ON TRUST
A HOME-GROWN SUCCESS STORY
CEBU OPERATIONS CENTER
Today, our operations span three floors in Cebu City supporting several clients in North America, Australia, UK and the UAE. We acknowledge that Stark BPO won't be where it is today without the 18 brave men and women who were part of our pioneering team. Just as important, our team wouldn't come about had it not for the backing of our first client who believed and supported a very talented pilot group that we put together on Stark BPO's launch on August 21, 2016.
As one united team, we took on the challenge of meeting our first client's process needs and growth objectives in our maiden year, guided by our shared values. We take pride in our results because we didn't just meet those expectations, we exceeded them. Our shared values are the results of close collaboration and teamwork. We empowered our team members to contribute to the identification of these values that are important to them. These values are fittingly reflected in our company name and in our culture.
Our story is one of raw courage and will to succeed. Beyond numbers, we believe that success should also be measured by how we take care of our people, and how our people take care of our staff and co-workers is what success looks like.
Our values and our mission are aligned. They are easy to remember and practical. Most of all, they are deeply rooted in the belief that we have in our people. That's the same belief we had from the day Stark BPO was born because our people are at the heart of what we do. After all, we are our clients' trusted outsourcing partners. Excellence is a by-product of he synergy of our values, strong sense of purpose and unrelenting drive to succeed.
CEBU OPERATIONS CENTER
A HOME-GROWN SUCCESS STORY
CEBU OPERATIONS CENTER
Stark BPO Services is located in the heart of Cebu City, the Queen City of the South, Philippines, a less than 10-minute walk to the historic Fuente Osmeña Circle and Cebu Provincial Capitol. Stark BPO occupies 3 floors of Onael Building with fully operational total capacity of over 150 seats combined plus training, conference room and huddle rooms.
Stark BPO - IT Infrastructure
Stark BPO’s Systems and Network infrastructure complies with both BCP and DRP standards. Below is a Quick Summary of Stark BPO’s IT infrastructure, ISPs, Redundancy and Emergency Recovery Systems
Stark BPO IT infrastructure systems are hosted on-premise on a virtual environment with redundant physical host servers, storage drives & network for load balancing, fail-over and high availability, most of which are within multiple server platforms, using the most top known equipment in a secured environment to ensure continuous inter-operability, redundancy and scalability.
Stark BPO's hardware systems are composed of multiple physical host servers running on virtual platform configured as a resource pool hosting multiple virtual servers. Stark' network runs on Cisco platform with its proprietary routing practices. Network has standby cold spare units pre-configured for any hardware faults. Data technology uses network attached storage linked to multiple drives and file services across all production and backup environment comprising of standard RAID disk configuration for redundancy and fault-tolerance. Backup comprises of onsite, multiple rotating offsite and a cloud replicating backup systems.
A HOME-GROWN SUCCESS STORY
A HOME-GROWN SUCCESS STORY
A HOME-GROWN SUCCESS STORY
Millions of young Filipinos aspire to work in the BPO industry because of better pay and equal opportunities that traditional industries in the Philippines don't generally offer. The opportunities are tremendous. The new experience that awaits a new hire in a new industry will be personally and professionally rewarding. There's no denying that the BPO sector has been a life-saver for many Filipino families across the country. Prior to the entry of the BPO industry in the early 2000s, the Philippines was heavily dependent on OFW remittances that have kept the Philippine currency and the national economy afloat.
The BPO sector is now forecasted to eclipse the annual remittance of OFWs by 2023. This unprecedented growth has attracted a large amount of foreign investment into the BPO industry as the number international and local BPO operators multiply. Stark BPO is one of those upstart, home-grown companies that's 100% locally-owned and managed.
Stark BPO started with only 18 agents in 2016 providing lead generation services for its pioneer client, a Dubai-based digital marketing provider. In just its 4th year, Stark BPO has expanded its client base and now supports processes in the US, Canada, UK and Australia for customer service, sales support, data processing and non-voice accounts.
In July 2019, Stark BPO expanded to another floor which increased its capacity to 100 seats. In Q3 of 2020, anticipating further growth in the coming years, it began construction on another floor and installed high end workstations on this new floor. The company now has 3 fully operational floors with total capacity of 165 seats combined since Q2 of 2021. Stark BPO is ready for you!
OUR happy team
STARK BPO TURNS 5
SHINING BRIGHTER THAN EVER
TEAM MEMBERS' FEEDBACK
5 years and counting. That's how long we've journeyed together in this great adventure at Stark BPO. That may sound like not very long a time. And you are right because we are just scratching the surface. We tap into our young and energetic team to good use. As a team of dedicated call center professionals, we take great pride in our achievements, individually and collectively. Time does fly. It wasn't too long ago when we started and braved these waters, taking a giant leap of faith, fully trusting in each other's abilities. Stark BPO's journey started on the 21st of August 2016 with 18 brave hearts eager to blaze their own trail and as they say, the rest is history.
5 years (and counting) is milestone. It is tribute to Stark BPO's pioneers and a fitting celebration for all of our team members that have contributed to our amazing growth. Each teammate has made our organization's beginning story a truly amazing and unbelievable one.
We've come along away and did it in such a fashion that only miracles can make possible. We believe in miracles and Stark BPO is a shining example.
Through faith in the Almighty, we endeavored to start a remarkable journey together in building not just a company but a home, believing that success is built and not borne, inspired by our mission to provide an unbeatable value to our client partners, to generate a positive and significant impact on our their business processes through the smartest call center outsourcing solutions at a fraction of the cost. This remarkable journey was made possible by our shared values of service excellence, teamwork, assertiveness, reliability and keen attention to detail
TEAM MEMBERS' FEEDBACK
SHINING BRIGHTER THAN EVER
TEAM MEMBERS' FEEDBACK
"A happy place to work, a supportive environment and people-oriented management. This is our home, built by a hardworking and dedicated team."
- Quenne, Pioneer Staff, Operations
"Stark BPO, thank you for giving me the opportunity to grow in this company and become a big part in the team's success.
- Dhio, Customer Service Agent
"More than just a great team. Stark BPO has been instrumental to my professional advancement. To have witnessed the company grow to where it is now in just 4 years is an amazing accomplishment."
- Sherbi, Pioneer Staff, Operations
"Stark BPO provided me great avenues to grow as a call center professional. I excelled in every account I was assigned to, (sales and customer service) which further broadened by experience."
- Jhong, Pioneer Staff, CSR
"I'm one of the founding members who joined Stark BPO in 2016. I'm grateful that I have made the right decision. It's a great privilege to have this opportunity to help lead this company from day one."
- Judy, Pioneer Staff, Finance Admin
"Prior to joining Stark in 2016, I was your typical call center-hopper between 2012 and 2015. When I joined Stark BPO, I learned to appreciate my job. Most importantly, I learned to appreciate Stark BPO, a company that values its people. "
- Jess, Outbound Sales since Oct. 2016
SHINING BRIGHTER THAN EVER
SHINING BRIGHTER THAN EVER
SHINING BRIGHTER THAN EVER
Since early 2000's, several multinational companies have expanded their BPO operations to other key cities in the Philippines outside of Manila, namely Davao, Iloilo, Bacolod and Clark. Cebu is next to Manila in terms of global recognition due to better infrastructure and abundance of young qualified workforce coming out of Cebu City's top colleges and universities, such as USC, USJR, SWU, UC, SIT, CDU, CIT-U, STC and other post-secondary institutions.
Cebu is one of only two cities in the Philippine Economic Zone Authority’s (PEZA) list of “Centers for Excellence.” This is awarded to cities that have a strong hold in certain industries and disciplines. Moreover, Cebu City and Manila are the only Philippine cities in the Top 15th rank according to Tholons Services Globalization Index (TSGI) 2020. Most of the BPO companies that continue to hire outside of the National Capital Region (NCR) are located in Cebu City, the provincial capital. It is followed by the cities of Mandaue, Lapu-Lapu , Talisay and Consolacion.
The Philippine BPO industry directly employs over 1.3 million Filipinos nationwide which generated $26.3 Billion in 2019, a 7.1% improvement from the previous year. We, at Stark BPO are proud to be contributing to this growth in our small ways through job creation, career opportunities and advancement.
We are optimistic that the future is bright for our organization and the Philippine BPO industry as a whole. We are proud to serve our clients and their customers. We are committed to providing the most cost-effective, reliable, and highly efficient outsourcing solutions.
Stark BPO'S CALL CENTER FACILITIES ON 3 floors
Counting Our Blessings.
Grateful for every opportunity to serve and grow.
OBJECTIVE GUIDE TO CALL CENTER OUTSOURCING
Credits: Hubspot Article by Swetha Amaresan
Smart companies always do whatever they can to eliminate costs. Budgeting is key as it can help businesses invest more into the aspects of their company that they want to focus on — such as employee appreciation or newer equipment.
One way that many companies consider cutting costs is through outsourcing call centers. Some industry leaders firmly stand by this decision, believing that it alleviates costs that can afford to be cut down. Others, however, disagree with this decision and believe that keeping call centers close to home is worth the additional costs.
If your business is in the process of considering this switch, read on to learn more about outsourcing customer service as well as the pros and cons of hiring an external call center.
Outsourcing Customer Service
Outsourcing customer service allows companies to re-focus their time and resources on other aspects of the business, such as product development, content creation, and sales. Rather than assigning more employees to their customer service department, companies can hire an external service to oversee a specific business function, e.g. existing or small business customers. These outsourced services can also take over a business's call center completely. This means the company is outsourcing all of the operations involved with that call center, rather than just one or two functions.
Call center outsourcing occurs when a business hires an external customer service organization to staff and manage their call center from a separate location. In this situation, the customer service organization hires and trains their employees to handle all communication with customers for the business.
Among the benefits to call center outsourcing are as follows:
1. It Costs Less
One of the primary reasons for outsourcing customer service is that it vastly lowers call center costs. The cost of living in certain foreign nations such as the Philippines and India, which is a common choice for outsourcing — is much lower than that of the U.S. companies. These countries pay workers lower wages, thus saving your company money.
2. Your Company Can Save Time
Interviewing, hiring, and training call center employees can take longer than expected. You need to make sure these employees have the skills to handle interpersonal communication, gain knowledge on the company and products, and solve customer problems. An outsourced call center can take some of this weight off of your company's shoulders by handling staffing. That way, you can refocus your time on other in-house tasks that require your attention.
3. It's Helpful For International Expansion
If your company is already international or is considering international expansion, it's helpful to have outsourced call centers. Specifically, it's beneficial if those call centers are placed in external nations where you'd like to eventually start doing business. That way, there will already be a local call center in place with employees who speak the same language and are a part of the same culture.
4. There's An Increase in Flexibility
Outsourced call center employees work for your company when needed, rather than as full-time employees. Whenever a company has shifting needs, they can quickly and easily assign outsourced call centers to meet those needs, knowing that they don't need to up-charge or pay overtime. Instead, these employees will just continue to be paid for the hours they spend on the phone.
5. You Can Provide 24/7 Customer Service
24/7 customer service is something that has become expected by consumers. However, it's unbelievably costly to pay local employees to work overnight shifts. By having an outsourced call center, you can easily cover 24 hours of the day just by having international employees work during the daytime. Time zone differences will make 24/7 coverage happen without your having to assign someone extra shifts.
6. You Can Easily Transfer Overflow Calls
There are certain times of the year when there's a higher call volume than usual, like around holiday seasons. During these times it can be difficult to manage a sudden spike in customer service calls. By having an outsourced call center whose job is to handle overflow, you can easily transfer calls to the call center without breaking a sweat.
If you're in the hunt for a reliable call center provider, search no more. Stark BPO offers the most cost-effective, smart outsourcing solutions for your business. Call us on WhatsApp: +1-778-917-5533. You may also send an email to: info@starkbpo.net
The Good Call Center Guide
Credits: Callcenterbasics.com
Call Centers are talked about, probably because they affect our lives in so many ways. Whatever product or service we may buy, on many occasions we will end up dealing with one.
A call center is defined as the part of an organization that deals with inbound or outbound communications with customers
A call center can be a stand-alone business or an integral unit of a larger organization. Its primary function is to handle customer contacts. These interactions range from customer service calls, technical support calls, sales calls and the like. It can therefore be summarized that it is a unit that does business over the phone.
Call centers are critical to support the marketing and customer service functions of many large companies. Most top Fortune 500 companies has at least one call centers which employs an average 4,500 agents. More than $300 billion is spent on call centers around the world.
What Defines an Effective Call Center?
An effective call center needs to balance three factors: people, process, and technology.
People
It is a good idea to start with hiring the right people to do the job. Although the common known employee is the telephone representative or the agent, there are many other support positions that need to be filled up if the business is expected to perform effectively.
Process
Process refers to the internal procedures by which specific tasks are carried out within the organization. Every department almost has their own process and this must perfectly mesh with processes in other departments to ensure seamless operations.
Technology
Technology is important because it helps the organization in saving time, storing information, and managing relationships. One of the most important call center software is the CRM tool or the customer relationship management tool. This is where data is collected from which business decisions are based upon.
The other significant call center software is the ACD or the automatic call distribution software. This is important in making sure that incoming calls are evenly distributed among staff.
An effective contact center harnesses the value its top three resources: people, process, and technology.
THE RED HOT PHILIPPINE BPO INDUSTRY
IT-BPM industry seen among key economic drivers in Cebu
07/12/2021 CEBU CITY – Cebu’s information technology-business process management (IT-BPM) industry has proven itself to be among the resilient sectors here even as the economy continues to reel from the coronavirus disease 2019 (Covid-19) pandemic. Such observation was shared by Aseem Roy, country head of Wipro Philippines, during the opening of the four-day virtual 2021 Transformation Summit on Monday, organized by the Cebu IT BPM.Organization (CIB.O). “The pandemic was a litmus test to what Cebu City and Cebu province have to contribute and how well we cope with adapting to some global trends,” the top official of the Indian BPO company told the virtual conference. The Covid-19 pandemic has transformed a lot of industries, pushing the IT-BPM sector in particular to widely adopt flexibility as to how it operates. A number of BPO companies have since allowed their employees to work from home and offer more flexible work arrangements, as the pandemic has significantly changed how industries operate.
Despite the challenges, the IT and Business Process Association of the Philippines (IBPAP) said the outsourcing sector still posted employment growth in 2020 of about 23,000 people, bringing the total to 1.32 million. his was primarily due to more jobs created by resilient industries such as e-commerce and healthcare, in Metro Manila as well as Cebu, according to property consultancy firm Colliers International Philippines. In Cebu, the IT-BPM industry employed about 180,000 to 190,000 workforce as of last year, up from 170,000 two years ago, according to estimates earlier disclosed by CIB.O president Pert Cabataña. ipro’s Roy said they are “fairly confident” that Cebu has the capability to outshine with the top outsourcing hubs in the world. “The Cebu IT-BPM industry has become stronger and more resilient,” he said. Roy said that Cebu, being the country’s key top IT-BPM investment destination outside Metro Manila, has the “capability to transform and lead” as the stakeholders bring collective efforts to further push the industry forward.
Cebu’s Advantage
According to Colliers, Cebu remains a preferred business destination outside Metro Manila due to its competitiveness in terms of manpower, infrastructure, and cost of doing business. Based on the results of Tholons’ 2021 survey, three of the 100 most attractive outsourcing sites in the world, Cebu ranked 52nd. Among Tholons’ criteria are talent, skill and quality, business catalyst, cost and infrastructure, and innovation and capital.
“In our view, Metro Cebu will likely remain a viable destination for firms looking to open space outside of Metro Manila beyond this Covid-affected period, even for higher-value outsourcing services such as healthcare and technology firms,” said Joey Bondoc, associate director for research at Colliers Philippines, when sought for comment. Among the firms operating knowledge process outsourcing in Metro Cebu are Google, Tech Mahindra, and Kuehne+Nagel. In the first quarter of 2021, Cebu recorded notable office deals, which came from outsourcing and traditional companies including 24/7 InTouch Philippines, Aldesa BPO, Nokia and the Philippine Department of Human Settlements and Urban Development, based on data from Colliers. The bulk of these transactions were in Cebu Business Park in Cebu City. (PNA)
BPO Philippines - The Global Outsourcing Powerhouse
The Manila Times 22/12/2021 — IN 2020, the business process outsourcing (BPO) industry in the Philippines generated revenues of $26.7 billion. This was projected to reach $29 billion by 2022. For a country that, just 20 years ago, was in its BPO infancy, this growth had been nothing short of extraordinary. With a clientele that included some of the largest, most well-known brands in the world such as Amazon and Google, the BPO industry in the Philippines has now been firmly established as the global outsourcing leader for companies that were looking to offshore key business processes.
"In the early years, BPO providers in the Philippines focused on three key areas: cost containment, a quality labor force and scale. This allowed the country to obtain a foothold in the offshore outsourcing industry. Initially, cost savings were the key driver for going offshore," said Ralf Ellspermann, chief executive officer of PITON-Global, a leading midsized BPO in the Philippines. The fact that the Philippine BPO workforce comprised highly skilled agents, who were culturally similar to representatives in the US, ensured no drop-off in the quality of services that were provided.
A key factor that contributes to the sustained success of the outsourcing sector in the Philippines is the high English proficiency among Filipinos and the country's close cultural affinity with the US as a former protectorate. English is one of the most common languages in the Philippines with a fluency rate among the country's population of approximately 94 percent.
INDUSTRY OUTLOOK
BPO Philippines – The future of outsourcing
Philstar.com / January 10, 2022 – MANILA, Philippines — Business process outsourcing (BPO) to the Philippines has evolved since its early beginnings. In just two short decades, the Philippines has emerged as the world’s largest—and leading—contact center outsourcing destination. The BPO sector in the country currently employs more than 1.3 million Filipinos and is expected to generate more than $29 billion by the end of 2022. Initially, BPO services focused primarily on providing cost containment and the ability to scale. The focus has now shifted to delivering excellent customer experience (CX), but the future will look very different for many reasons.
Technology has disrupted business processes and workflows in ways not anticipated even a decade ago. The future of the BPO industry in the Philippines is much like that of other industries, such as healthcare and education. There will inevitably be job losses due to automation and the continued application of Artificial Intelligence (AI). With technology taking on an increased role, almost all simple and highly repetitive tasks, currently being handled by agents in the outsourcing sector, will soon be handled by AI. “In the next two to five years, these ongoing technological advancements will reshape the outsourcing industry in the Philippines and around the world.
BPOs in the Philippines are able to provide value in areas that cannot be automated. It’s important to recognize where humans add value; often these are tasks that require empathy and active listening. “Hence, the importance of delivering quality customer experiences. Some key advantages over other outsourcing destinations. Low cost of labor, an English-proficient and highly educated workforce, as well as cutting-edge technology and infrastructure, are strengths that will continue to give the country an edge in the future. These are highly valued attributes to the world’s largest companies in places like the US, Australia and the UK that rely on outsourcing.
“The future of BPO for the Philippines is exciting and auspicious, however, it will require considerable investment, time and effort as well as determining ways to specialize in higher-value services to make this vision a reality. The country is already in a prime position to diversify its outsourcing services, making it a natural choice for companies looking to enter this market. This will factor into the Philippines playing a vital role in maintaining BPO’s position as a leading CX provider. In short, it’s about combining the best people, processes and technologies to deliver a truly world-class CX,” Ellspermann ends.
Source: BPO Philippines – The future of outsourcing | Philstar.com
AI processing seen as next BPO for the Philippines
(08/25/2021) MANILA – The processing of artificial intelligence (AI) is expected to be an emerging industry for the Philippines following the growth of the business process outsourcing (BPO) sector in the past decades.
Reporting to President Rodrigo Duterte during the Talk to the Nation Tuesday night, Department of Trade and Industry (DTI) Secretary Ramon Lopez said the government and private sector are pushing for the expansion of AI technology in the country.“ In the near future, the Philippines could be a big data processing hub. We see AI as the next center for excellence after BPO, which the Philippines is known for. This will be our next BPO,” he said.
The Philippines became one of the first 50 countries in the world to launch a national AI roadmap when DTI released the industry blueprint last May. The national AI roadmap aims to transform the country into an AI powerhouse in the region. Under the national AI roadmap, the country will establish the private sector-led government-initiated National Center for AI Research (NCAIR). Lopez said Asian Institute for Management Data Science Laboratory will be the technology partner for the NCAIR.