By John Mark V. Tuazon
Computerworld Philippines
August 19, 2009

Australian IT solutions provider Call Design has set up shop in Manila, aiming to establish the metro as one of the operations hub that will drive its global operations, officials announced Tuesday.

Miles Stanton, managing director of Call Design, touted Manila as an ideal services hub for the company for its “high quality labor force who are intelligent and speaks good English”—an ideal mix for BPO servicing, which is Call Design’s target market.

“What we’re really doing here is establishing a Center of Excellence for workforce management,” Stanton said. “We will enable the transfer of knowledge from our home base in Australia to the Philippines.”
Stanton added that they are bringing their brand of business-focused outcomes to the country, seeing to attract large BPOs to invest in the Philippines and adding value to the domestic market.

One of its recent domestic wins, a multimillion-peso workforce management solution deal with global BPO firm Transcom, proves Call Design’s expertise in workforce management, Stanton claims. The deal, which utilizes a pay-as-you-use model that offers scalability, is the first for Transcom.

“This is the first time our company is investing in a tool like this, because we have been using internal applications for over 10 years,” said Siva Subramaniam, country manager, Transcom. “We see it as a tool that will support growth and help optimize cost for end clients by delivering more for less.”

As part of the contract, Call Design will provide Transcom with Aspect’s eWorkforce Management solution in a hosted environment on a per-agent-per-month payment scheme. Aside from that, the vendor will provide consulting work and training and development of employees for the use of the product.

“Aspect’s software will help Transcom optimize their workforce by having less people do the same number of jobs and increasing the quality of work output by every individual,” Stanton said, adding that investments like this are not only beneficial to their company, but to the Philippine economy as well.

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