Brady Corporation Visit

Nowadays, call centers have been increasingly popular as outsourcing also increases. With outsourcing, a firm contracts out some of their jobs to be handled by other companies. Since it can be costly to maintain and keep track of call center equipment and staff, some companies therefore choose to outsource their telephone functions to an external call center. In this case, call center staff from the external company can be trained to answer phone calls from a number of different companies. Over the years, Philippines has become a significant outsourcing destination. BPO in the Philippines has been one of the fastest growing sectors; this is due to its supply of English-speaking professionals, low labor costs and availability of a good telecommunications infrastructure.

An example of this is Brady Corporation which we visited last March 5, 2013. Brady uses various technologies to help them ameliorate their performance and customer experience. The company of course first identify their business strategy to the IT strategy and then to the Infrastructure Technology.

Based on our visit I believe the operations process is the most vital, for controls and manages most of the important business functions. It is the heart of the company because it is handled by the leaders or officers with their agents who directly interacts with the customers. This is why, it should be carefully managed especially with the use of technology. The speaker, Mr. Alan emphasized this very well. IT has a huge role in BPO because it gives the company competitive advantage. It aims to lower total costs, improve efficiency and productivity and increase integration and flexibility. This is why, it should be carefully planned and implemented throughout the organization. To do this, the IT head must be excellent in his/her soft skills. One should always have a positive attitude and must be able to adapt in any environment.  

The speaker, Mr. Alan 

The inside

A closer look