REVIEWER IN BPO 2006 - ePLDT Ventus was at the forefront of the local

BPO landscape
(WEEK 2) – ENGLISH PROFICIENCY
•This improved the Philippine domestic economy by
DEVELOPMENT
5.4%
BPO BY DEFINITION: Business process outsourcing •11,000 people were employed across North America,
(BPO) is the contracting of non-primary business Europe, and Asia
activities and functions to a third-party provider. BPO
services include payroll, human resources (HR), 2010 - The Philippines was declared the world’s BPO
accounting and customer/call center relations. capital!
•525,000 employees in call centres (by 2016, it
BPO INDUSTRY IN THE PHILIPPINES: created 1.3 M new jobs)
- BPO in the Philippines is one of the most WHY PINOYs AND BPOs ARE A GOOD FIT?
lucrative, fastest growing industries
1. Culture
TIMELINE: 2. Business
1992 - Frank Holz, under the Accenture group, 3. People
created the first contact center in the Philippines JARGONS INSIDE BPO:
1995 - The Philippine Congress passed the Special SME- Subject Matter Expert
Economic Zone Act, lowering area requirements for
development and offering tax incentives to attract TL- Team Leader
more foreign investors
QUEING- pila
1997 - Sykes Asia set up shop and becomes the first IRATE- irritated
multinational BPO company in the Philippines
VTO- Voluntary Time- Off
1999 - Jim Franke and Derek Holley found eTelecare, AHT- Average Handling Time
more popularly known as the first call center in the
country FCR- First Call Resolution
CSat- Customer Satisfaction
2000 - The BPO industry accounted for 0.075% of the
country’s GDP UPSELL- selling, something to upgrade the product of
a customer
2001 - PeopleSupport, a US-Based outsourcing
BACK OFFICE- support office
center, restructured their business, and moved their
operations to the Philippines, providing 8,400 jobs LOB- Line of Business
2003 - The Convergys Corp. opened up two call SUP CALL- Supervisor Call
centres in the Philippines. The Philippines, along with
India, was chosen by then president of the company, DEESCALATE
Jack Freker, as part of the company’s global AVAYA- brand of phone
expansion and revenue generation plan
QA- Quality Analyst/Assurance
2005 - The Philippines gained 3% of the global BPO
TOXIC ACCOUNT
market, which accounted for 2.4% of the country’s
GDP HOPPER
WAVE- batch
MIDSHIFT
HMO- health card
JO- Job Order
RENDER
TEAM LUNCH
MARK DOWN- minus
AWOL- Absent Without Leaving
NESTING
BIO BREAK
(WEEK 3)- ENGLISH AS A LANGUAGE
GLOBAL LANGUAGE - There is no official definition
of "global" or "world" language, but it essentially refers
to a language that is learned and spoken
internationally, and is characterized not only by the
number of its native and second language speakers,
but also by its geographical distribution, and its use in
international organizations and in diplomatic relations
- A global language acts as a “lingua franca”,
a common equitable basis. language that
enables people from diverse backgrounds
and ethnicities to communicate on a more or
less equitable basis.
ENGLISH AS THE GLOBAL LANGUAGE
- English is the nearest thing there has ever
been to a global language. Its worldwide
reach is much greater than anything
achieved historically by Latin or French, and
there has never been a language as widely
spoken as English.
WHY ENGLISH?
 The richness and depth of english's
vocabulary sets it apart from other
languages.
 It is a very flexible language.
 Its grammar is generally simpler than most
languages.
 Some would also claim that it is also a
relatively simple language in terms of
spelling and pronunciation, although this
claim is perhaps more contentious.
 Some argue that the cosmopolitan character
of English (from its adoption of thousands of
words from other languages with which it
came into contact) gives it a feeling of
familiarity and welcoming compared to many
other languages (such as French, for
example, which has tried its best to keep out
other languages).
THE LOCAL LANGUAGE
FILIPINISM- Filipinism is evolved from Filipino
localization or acculturation of the English
language which resulted to the creation of words,
phrases or terms that in some way maybe
grammatically incorrect for foreign native English
speakers. In short, these Filipinisms are
colloquial English words and phrases that are
unique in the Philippines.
OPEN
- to turn on. Filipinos would normally say open
the lights or open the computer which
essentially means turn on. The interchanging
of turn on and open is because both have
one Tagalog translation which is “buksan”.
TAKE-OUT
- To go. When buying food in a fast food
restaurant. Filipinos would normally say
“take out” to refer to an order to go. This is
precisely because they are not dining inside
the restaurant but is taking out the food they
purchased to dine somewhere else.
SALVAGE
- to be killed. In the Philippines, the term
salvage has a totally opposite meaning from
what it really means. It means to be extra
judicially eliminated or assassinated. This is
because the term salvage was commonly
used in the news to refer to a hidden dead
 body that was recovered. Thus, a salvage
victim would mean a victim of assassination.
SEE YOU LATER
- Later… in few minutes or hours. In standard
English, the word “later” could mean
anytime. It could be today, tomorrow, or next
week.
(WEEK 4)- GRAMMAR LESSON
SUBJECT-VERB AGREEMENT
- The key to subject-verb agreement is
matching the number of both; singular
subjects take singular verb forms, as plural
subjects take plural verb forms. The trick is
(1) to recognize singular v. plural subjects,
which is not always easy (an “s” at the end of
a word is not the only sign of subject
plurality), and (2) to know the difference
between singular and plural verb forms.
RULE 1: Subjects and verbs must agree in number
• My dog always growls at the postal carrier.
• Basketballs roll across the floor.
• I don't understand the assignment.
• These clothes are too small for me.
• Peter doesn't like vegetables.
RULE 2: Compound subjects (two subjects in the
same sentence) usually take a plural verb, unless the
combination is treated as singular in popular usage or
the two subjects refer to the same thing or person.
• Sugar and flour are needed for the recipe.
• Neither my dad nor my brothers know how
to ski.
• Pepperoni and cheese are great on a
pizza.
• Corned beef and cabbage is a traditional
meal in Ireland. (popular usage)
• The creator and producer is arriving soon.
(both refer to same person)
RULE 3: When using "or" or "nor" in a compound
subject containing a singular and plural subject, the
verb agrees with the closest subject.
• My mom or dad is coming to the play.
(singular)
• Neither gray nor white is my favorite color.
(singular)
• Either Grandpa or my sisters are going to
the park. (closest subject is plural)
• Either my sisters or Grandpa is going to
the park. (closest subject is singular)
• Neither she nor I am going to college.
(closest subject is singular)
RULE 4: Singular Indefinite Pronouns: anyone,
everyone, someone, someone, anybody, somebody,
nobody, each, one, either and neither.
• Each gets a trophy for playing.
• Somebody will pay for this.
• Anybody is more fun than you.
• Something is very wrong here.
• Everybody enjoys a good book.
• Nothing has been determined as of yet.
RULE 5: Always plural: both, few, many, others, and
several.
• Both are qualified for the job.
• Many went to the beach and got sunburned.
• Few know what it really takes to get ahead.
• Several are already on location.
• Some sugar is required for taste. (sugar is
uncountable so singular verb used)
• Most of the cookies were eaten. (cookies
are countable so plural verb used)
RULE 6: Midsentence Phrase or Clause
RULE 7: Collective nouns can be singular or plural SEVEN MAJOR ELEMENTS OF
depending on meaning. COMMUNICATION PROCESS:
• The committee meets here every Thursday.
(singular)
• The crowd is getting angry. (singular)
• The jury has finally reached a decision.
(singular)
• The majority rules most of the time. (plural)
• The staff have gone their separate ways for
the holidays. (plural)
RULE 8: Inverted Subjects
• There are seven clean plates in the dining
room.
• There is a hair in my lasagna. COMMON BARRIERS TO EFFECTIVE
COMMUNICATION:
• Over the rainbow flies a bird.
1. The use of jargon.
• How are the employees enjoying the new
building? 2. Emotional barriers

• A good gift is a gift card. 3. Lack of attention, interest, distractions, or

(WEEK 5)- ENGLISH PROFICIENCY
DEVELOPMENT
COMMUNICATION PROCESS
- The communication is a two-way process
wherein the message in the form of ideas,
thoughts, feelings, opinions is transmitted
between two or more persons with the intent
of creating a shared understanding.
- The communication is a dynamic process
that begins with the conceptualizing of ideas
by the sender who then transmits the
message through a channel to the receiver,
who in turn gives the feedback in the form of
some message or signal within the given
time frame
irrelevance to the receiver
4. Physical disabilities such as hearing
problems or speech difficulties.
5. Physical barriers to non-verbal
communication
6. Language differences and the difficulty in
understanding unfamiliar accents.
7. Expectations and prejudices which may lead
to false assumptions or stereotyping.
8. Cultural differences.
VOCABULARIES:
CONNIVE
SCINTILLATE
REBUFF
INCARCERATE- to imprison or confine
AUDACIOUS- recklessly bold; daring
EXCULPATE- to clear from alleged fault or guilt
ADMONISH
CONFABULATE
CONFIVALENT