The conversation revolved around the challenges and strategies for starting and growing businesses in the Philippines, particularly in the BPO industry. Daryl Urbanski and Harold Bautista shared their experiences with networking, overcoming comfort zone limitations, and adapting to remote work arrangements amidst the pandemic. They also discussed the importance of understanding client processes, treating customers humanely, and developing skills for the future of work. Harold and Daryl emphasized the need for flexibility, emotional intelligence, and adaptability in navigating the shifting landscape of work.

Resources

• Interested clients can reach out to Call Hounds team directly through their website Philippines BPO Outsourcing Services for inquiries or outsourcing needs.
• You may connect Harold Bautista on LinkedIN
• You may connect Harold Bautista on Contact Center World
• For more Informative Interviews Click Here.

Episode Highlights

Entrepreneurship journey and outsourcing business processes

• Harold Bautista shares his journey from traditional employee to entrepreneur.
• Harold Bautista started charging classmates for homework help in high school and sold gadgets online.
• Harold Bautista helped a US-based company outsource business processes to the Philippines.

Challenges faced by a business process outsourcing company in the Philippines, including government compliance, funding, and managing a hybrid

• Harold Bautista navigated challenges during pandemic, found opportunity in outsourcing.
• Harold faces funding challenges due to government compliance issues in the Philippines.
• Harold Bautista's office space rent increased significantly after the pandemic, making it difficult to operate.
• Harold highlights the company's advantage in not having a work-from-home setup during the pandemic, which appeals to clients in the US.
• The company faces competition from multinational companies offering new work arrangements, which can be challenging for the business.

Remote work setup and benefits for businesses

• Harold Bautista shares challenges of remote work in the Philippines, hybrid setup considered.
• Some agents work from home 4 days a week, on-site the rest of the time.
• Company offers perks and benefits to compete with work-from-home setup.

Outsourcing processes and common mistakes in businesses

• Daryl Urbanski: Clients come to me for help with business problems, but often don't know what the problem is.
• Harold Bautista: Big corporations tend to have slow decision processes and bureaucracies.
• Successful clients prioritize understanding their processes before outsourcing.

Best practices for outsourcing customer service, sales, and tech roles

• Harold emphasizes the importance of regular focus groups to improve customer experience.
• Best practices for outsourcing in the Philippines involve sending experienced personnel to train local teams.
• Harold Bautista discussed the importance of training agents based on the client's specific needs and products.
• The company uses a combination of in-house training and LMS tools to train agents, depending on the role.

Outsourcing customer service, AI's impact on industry, and cloud-based tools

• Daryl Urbanski wants daily reports on sales performance, while Harold emphasizes the importance of weekly business reviews for telesales and telemarketing campaigns.
• Harold discusses how AI technology will increase demand for human support in BPO industry.
• Harold Bautista expects cloud-based tools to become more prevalent in the next 5-10 years.

AI, cybersecurity, and data security skills for the future

• Daryl Urbanski and Harold discuss the potential of AI replacing humans in various industries.
• They agree that while AI can automate tasks, it cannot replace the human touch and emotional intelligence.
• Daryl Urbanski and Harold discuss the importance of developing skills in cybersecurity, data security, and AI engineering for the younger generation.
• They emphasize the ease of conducting surveys and gathering insights through online platforms like Amazon, Facebook groups, and Reddit.

Entrepreneurship, business growth, and networking during the pandemic with Harold Bautista

• Daryl Urbanski and Harold discuss the importance of people skills in the workplace, particularly in a hybrid setup where employees work from home or in a co-working space.
• Harold starts a company called Responder Realty Corporation to help businesses get their startups off the ground, leveraging their launch pad for incubation and support.
• Harold shared valuable insights on starting a business in the Philippines, emphasizing the importance of networking and being in the right location.
• Daryl Urbanski and Harold discussed the benefits of outsourcing tasks and how to connect with Cole Hounds for support.

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