1. Emerging market BPO Workers: New Generation MBAsRicardo A. LimAIMDean, Asian Institute of Management, Manila

2. Roadmap BPO-ITES background Working conditions Resulting attitudes, expectations New generation MBAs Questions for education andmanagementAIM 3. Recall Mary Teagarden Global mindset: Glocal thinking(psychological, social capital) Customer centricity Alliance building and maintenance Collaboration Cross-Cultural literacy EngagementAIM 4. Background Offshoring, nearshoring: Emerging markets USD 158 B market in 2010 India, Philippines, Malaysia Africa, S. America Eastern Europe: Poland, Czech Republic, etc BPO-ITES a large economic contributor 640,000 employed; $ 10.9 B revenues 16% growth; $25 B and 1.3 M people by 2016.ANC (2012); Amojelar (2012); Alava (2006) AIM 5. Engineering BPO IT, Software dev Valueaddition KPO Animation Classic BPO: Contact centersTranscriptionAIM 6. AIM 7. AIM 8. Demographics Age: mean = 24, range 19-40 Depending on value added, high school to MA education Contact center pay: @ bottom salary is about USD 10k annual Training: service, product, accent neutralization trainingBird and Ernst (2009); AIM 9. AIM 10. AIM 11. AIM 12. AIM 13. Working conditions in BPO/KPOLong hoursStress targetsMonotony/boredomUnhealthy lifestylesHigh turnoverAlienationDas (2012); Bird and Ernst (2009)AIM 14. Reality 7 am happy hour TurnoverFrom http://keithrull.com/blog/index.php/2007/09/all-about-keith/the-anatomy-of-a-filipino-call-center-agent/ AIM 15. Anatomy, continued (poetry) Of all the things you know Sleep is something foreignWhat makes a call center agent A luxury, treasure long forgottenso? to compensate for lack of dreams I thought til dawn, hard and long Internet, Videoke and StarbucksOf what I knew and feltcreamAnd finally it came to me-Some are fond of sailing other streamsLet me share the anatomy:An itch that goes beneath the skin Nimble hands and faster fingers In this case, like attracts likeUpon which cigarette butts lingerVampire couples enjoy the nightA honeyed tongue, a way withAnd onto the most important partwordsThe call center agents heart -Your arguments easily reversed A calloused thing, with many scarsAnd dont forget the selective ear (For loneliness leaves it marred)Deaf to curses but heightened toDeep inside a single desiregossip That keeps it beating every night: An appetite for coffee and beer A better life for the familyThough breakfast and dinner oftenIs worth any devils price!skippedFrom http://www.emanilapoetry.com/writersgroup/index.php/anatomy-of-a-call-center-agent/ AIM 16. Opportunities Battlefield testing Communication skills Intercultural savvy, literacy Excellent sales and service orientation Virtual / tech savvyAIM 17. Resulting expectations/attitudes Motivation Balance Loyalty Time scale Socialization Adventure AIM 18. Recall Mary Teagarden Global mindset: Glocal thinking Self-assurance, energy Customer centricity Alliance building and maintenance Collaboration Cross-Cultural literacy EngagementAIM 19. ++a few more skills(assuming BPO workers = new workers) Motivation Balance Loyalty Time scale Socialization Adventure AIM 20. Engineering BPO IT, Software dev Valueaddition KPO Animation Classic BPO: Contact centersTranscriptionAIM 21. Medicine? BPOConsulting? Advisory? ValueadditionEducation? Engineering designIT, Software development KPOAnimation Classic BPO: Contact centersTranscriptionAIM 22. De Luzuriaga, J. (2010)AIM 23. Prototype: newgen MBAs seek Social affiliation Manifold motivation Job enrichment Life balance Lifelong learningHoltbrgge et al (2011)AIM 24. AIM 25. AIM practice Cross cultural Project managementexperiencesand agile techniques Social entrep field work Negotiation(walkabouts) Coaching Managed internships Story telling Cross-pollinating the Group sourcingMBA Alliances Improvisation, artsAIM 26. Questions for educators:how do you get MBAs to learn how to manage newgenexpectations about loyalty, balance, etc? implement AOL for all these abilities? deliver newgen MBA learning in standard andnon-standard ways? leverage standard and non-standardnetworks to catalyze skills dev? position students for potentially non-glamorous work?AIM 27. Questions for managers:how do you find and recruit right talent? Innovate, experiment with atypical hiring? evaluate eclectic CVs? manage normal churn? motivate, keep new MBAs? coach and mentor for success? enrich new MBAs jobs? maintain a continuing pipeline of talent? expand your networks out of the box? AIM 28. References Alava, E (2006) Industry Report: the Problem Of Sustainable CompetitiveAdvantage in Philippine Call Centers, Philippine Management Review v. 13, p.1-20 ANC Network (2012) BPO sector aims to be No. 1 in new markets athttp://www.abs-cbnnews.com/video/business/01/31/12/bpo-sector-aims-be-no-1-new-markets accessed April 1, 2012. Amojelar, D (2012) Graveyard Shift Cause of High Turnover at Call CentersSays Dole http://www.interaksyon.com/article/28364 accessed 2 April 2012 Anatomy of a Call Center Agent illustration fromkeithrull.com/blog/index.php/2007/09/all-about-keith/the-anatomy-of-a-filipino-call-center-agent/ Anatomy of a Call Center Agent poem fromwww.emanilapoetry.com/writersgroup/index.php/anatomy-of-a-call-center-agent/ A.T. Kearney, various presentations Bird, M. and Ernst, C (2009) Offshoring and Employment in the DevelopingWorld: Business Process Outsourcing in the Philippines, ILO Geneva Business Process Association of the Philippines (BPAP various presentationsAIM 29. References Cook, R. (2009) How to Keep Contact-Center Agents,http://www.focus.com/briefs/5-causes-call-center-agent-churn-and-how-beat-them/ accessed April 1, 2012 Das, D. (2012) Intentions to Leave: An Empirical Study in Indian Call Centers,International Journal of Management 29(1): 368-378. Holtbrgge, D., Schillo, K., Rogers, H., and Friedmann C. (2011) Managing andtraining for virtual teams in India, Team Performance Management 17 (4): 206-223. De Luzuriaga, J. (2010) From BPO to KPO: Cebu City Philippines. TholonsPhilippines Manuel, C.S. amd R. Ramos (2008) Work Organization and Work-Life Balancein the BPO Sector: the Experiences of Selected BPO Workers in Metro Manila Sengupta, S. (2011). An exploratory study on job and demographic attributesaffecting employee satisfaction in the Indian BPO industry. StrategicOutsourcing: an International Journal. 3 : 248-273.AIM 30. Thank you!Questions? AIM