When one hears of call centers, one thinks of Metro Manila, Cebu City, Davao City, Bacolod City and other big cities and not in our own Tagbilaran. However, not much known to many is the fact that the call center industry is already right here in Tagbilaran City for the past six years now! This is Electronic Transcription and Contact Solutions or ETC Solutions!

More so, the company is owned and managed solely by a Boholano licensed civil engineer turned entrepreneur, Sonny Paredes. Presently, ETC Solutions employs more than 50 Boholanos, contributing to the job-generation thrust of the local and national government.

Humble Beginnings and Start up Challenges
The company started with just three employees, and the owner cum business manager. Since its humble beginnings in 2003, the company has increased its size by multifold. The struggling company endured many difficulties along the way. Originally called Abacus Tele-Marketing Services, the company had a hard time securing a business permit in 2003.

The difficulty arose from confusion as to what business/industry sector Abacus Tele-Marketing Services could be categorized. This type of business then was a new entrant industry in the city. The Call Center industry was still unknown in the city.

Support technology was not available at the start of ETC Solutions, which was then called Abacus Telemarketing Services. The fledgling company resorted to using prepaid landline phones. Because of the volume of prepaid landline phones used, the company happily got a 10% discount on call cards.

New Technologies
Eventually, technology was slowly made available in Tagbilaran. Most importantly, high speed business grade internet arrived so ETC Solutions were able to use VoIP (Voice over Internet Protocol) which afforded the company of up to 90% savings in call expenses.

New Directions
The company then changed its name in December 2006 to ELECTRONIC TRANSCRIPTION AND CONTACT SOLUTIONS or simply ETC Solutions so that it can accommodate more services in the outsourcing industry.

ETC Solutions can now handle a maximum of 35 seats or workstations. It is targeting to increase its capacity to 60 seats by the end of 2010. Presently, ETC Solutions takes pride in its state-of-the-art equipment such as predictive dialer, a computerized system that automatically dials batches of telephone numbers for connection to call center agents assigned to various campaigns/projects. These pieces of equipment are comparable to those used by medium-to-large call centers.

In brief, the company has reorganized itself to be comparable and competitive with other call center industries in the country, while maintaining its cost-efficient and economical rates to its clients.

Organizational Thrusts
ETC Solutions believes that its most important asset is its human resource. The company provides comparable and industry-based compensation packages and incentives for good performance. Moreover, the company affords annual family day celebrations, sports and athletic competitions, team building activities and Christmas gatherings for employees and staff.

The organization has put in place adequate administrative and technical support system to include an Administrative and Human Resource Department, a Network Operations Department (for in-house IT and technical support) and, recently, a Training Department.

These initial gains are the Company’s inspirations to strive for further expanded services and excellent performance. The biggest challenge so far is selecting and hiring call center agents who are equipped with excellent listening skills, exceptional communicational abilities, and heightened mental alertness and critical thinking skills to be able to carry on voice and non-voice communication. With increased capability and competence among call agents, the company can be more competitive to get more campaigns and projects

ETC Solutions proudly boasts of its pioneering strides as being the first call center in Bohol purely owned by a Boholano, and run and operated with Boholano management and staff. At ETC Solutions, opportunities are made real.

Mission
We are a team of exceptionally educated, goal-oriented, and motivated personnel, located in Central Philippines, using state-of-the-art technology and committed to provide cost-efficient and high-grade business solutions.

Vision
Excellent outsourcing support with global quality standards for optimum business returns and benefits.

GOALS

* Customized services to match client needs.
* Efficient delivery of skills, services, tools, suggestions and information for effective customer relations management.
* Provision of economical services with international quality standards.
* Promotion of company growth and optimum return-of-investments for business clients.

Check out our social networking site: http://boholcallcenter.ning.com