Toshiba switches to Teleperformance, Sitel
By Nosmo King
 
Toshiba laptop is currently in the process of moving its phone technical support from Siemens IT solutions and Services (SIS), Philippines to two BPO’s operating in the same country. Toshiba was one of the first technical support account that Siemens IT solutions and Services Philippines (SIS) started with. SIS is the IT solutions provider department of Siemens Inc and offers IT solutions to top global companies like Coca Cola. Toshiba has now moved its technical support to Teleperformance and Sitel and the first batches of agents from these sites are already taking in live phone calls.
 
The reason for moving is because Toshiba was not able to meet SIS's asking price to retain the account. SIS starting package for first level agents is 18000 pesos per month plus allowances and quarterly incentives, whereas Teleperformance and Sitel BPO’s only offer 14000-15000 pesos starting salary package plus allowances.
 
As early as January, the best performing Agents and successful Team Leaders from the Toshiba account have been transferred to other IT accounts in SIS. Some of them have resigned to follow the account to Teleperformance and Sitel as level 2 agents, team leaders and trainers. Still some are still taking in calls, not sure what will happen once the account is dissolved.
 
Toshiba started the account with SIS way back in November 2005. It had become one of the biggest accounts in SIS and now will surely be one of the biggest accounts for both the BPO companies. Because of these movements, SIS is currently in the process of hiring project based level 1 technical support to compensate the lack of manpower. Successful applicants will be hired for a few months until the transition is complete. The transfer is anticipated to be complete sometime in the later part of June 2008.