Road Accidents in The Philippines

Convincing someone to get to talk about life insurance in the Philippines setting could be really hard. And let’s be honest, this isn’t something that we can just casually discuss as it throws in the topic of death, separation, responsibilities, and money to the conversation.

If you really think about it, getting life insurance can be strategic.  Of course, no one can really tell when a person will really die. But that what life insurance is for. Its ultimate purpose is that in case untimely death of the holder, the dependents that will be left behind will not have to carry the burden of worrying for the expense of the death care service.

image taken from: http://bit.ly/2olLt2R

Now, there are many cause of an untimely death. According to the World Health Organization, road injuries ranks number 10 as the main cause of untimely death. Road injuries kill more than HIV/AIDS which only ranks at the 13th spot.  This data seems to reflect well in the Philippine setting as the Road Crash Statistics Report of the Metropolitan Manila Development Authority’s Metro Manila Accident Recording and Analysis System reported that in the National Capital Region alone in 2015, there are a total of 95,615 road accidents. In this data, 517 were considered as fatal accidents.

image source: http://bit.ly/2omatqx

In Tanay Rizal, 15 people, mostly consisting of students of Bestlink College of the Philippines, met an untimely death when the tour bus they were on lost its brake and rammed an electric post while they were on their way into a camping trip.

Ten of the victims died on the spot while the five others died in the hospital. Included in the casualties are the driver of the said bus and a teacher.

image source: http://bit.ly/2pfsQSi

Just after the Lenten break, April 18, 2017, an over-loaded mini bus fell into a 100 feet deep ravine along a winding road near the boundary of Nueva Ecija and Nueva Vizcaya on their way back to Manila and Ilocos. The said accident has claimed 29 dead passengers, including a six-month infant and 7 other children.  Many are still critically wounded and 38 were injured.

According to a survivor, the accident occurred when the said bus tried to overtake another bus but then its engine stopped. The driver lost control of the vehicle when he was trying to restart the engine on a sloping part of the road.

Many factors may have contributed to these accidents like human error and the condition of the roadways in the Philippines but we cannot deny that these two cases show how unpredictable death can really be. One moment they were just taking a vacation, camping, having a laugh with their friends and family, enjoying their Lenten break—the next moment, they are gone. Families are left grieving. Dreams are shattered. A million conversations will be left unsaid.

With all this accidents occurring in the roads of the Philippines, it leads us back to our previous discussion about life insurance. Will we be ready when death takes us?

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The Call Centre Culture: The Breakdown of the Success of the BPO Industry in the Philippines

image source: http://thepoc.net

The Philippines over the course of the years of being a niche for outsourcing technical support services and customer support has quite build a reputation in the international market. In such a short period time, we have overthrown India as the call center capital of the world. It has been both beneficial for the economy as it has provided job opportunities for many Filipinos and the revenues have been very significant.  And with the tension going in the Middle East, the BPO industry revenue might exceed the remittances from OFWs.

Quality labor at a reasonable price has been the selling point of BPOs in the Philippines and makes it a more preferable location for outsourcing. Add in the Filipinos’ world renowned natural courteousness and patience and they will be getting the most of their investments.

But what if we will look closely in the BPO companies here in the Philippines, you will notice that the culture that has been developed with it plays a big role in their success.  Gone are the days where call centers play by the numbers or metrics to measure their efficiency.  Nowadays, BPOs put a lot more weight on measuring the customer’s satisfaction ratings through feedbacks and surveys. While this eliminates robot-like/transactional tone in customer service, it also removes the pressure among the employees to hit almost impossible numbers. It has transitioned a statistical objective into a more customer-centered approach. At the same time, this promotes a lighter atmosphere among the production floor which can also uplift the quality of service and the morale of the employees.

BPO company policies and facilities are also a contributor in building a culture. In most companies, employees have the liberty to look how they want as long as they dress reasonably presentable.  Facilities like sleeping quarters, game rooms, and gyms help in relieving stress. This might not seem like much but it shows how BPO companies cares for the wellness and comfort of their employees.

Another factor that has contributed to the success of the call center industry in the country is that business processing outsourcing companies are able to meet the international demand despite the fact that it has become more dynamic and now requires to go beyond what usually asked. And this has helped us to gain advantages among other outsourcing countries. As BPOs that provide technical support service recognizes that clients nowadays look at their partnership as a relationship that should go beyond their short-term objectives, they have also been more strategic in providing value-added services that will give them an edge over other competitors. In today’s competition, more and more BPO companies are now looking at the possibilities of incorporating aspects of free cash flow, market penetration, and customer satisfaction in their usual technical support services.

If we will break these points carefully, we can narrow down that the keen observation of what matters and being open to what is not conventional have been the keys to the success of BPO in the Philippines. And with this kind of mindset, no matter how much demanding the market could turn, we can all see through that the culture of call center will be able to take it in and turn it into another opportunity to excel further.