Dell Agents happy with generous package
By Nosmo King

Dell had announced on Mar 20, 2009 that it had sold its Call Center in Pasay, Philippines to BPO Teleperformance in a bid to “increase the efficiency of the business and prove better value to clients”.  Some Dell Agents did not want to transition to Teleperformance and wanted Dell to give them a separation package.  When Dell resisted, 70 Agents publicly protested.

Some 70 call center agents from Dell Pasay marched to the National Labor Relations Office in Quezon City, Philippines on May 13, 2009 to file a lawsuit against their former employer Dell International Services (Philippines).

Dell has now done the right thing by Agents who wanted a package rather than go to their new owner Teleperformance.  A source in the Dell HR Department in Singapore tells techgoss that Dell Philippines has started paying these former agents and employees their severance package. One of the Dell Agents was paid a severance package of 120,000 pesos on May 15, 2009. One Peso is roughly equivalent to an Indian rupee. It was learned that majority of the claimants have received anywhere from 60000 to 120000 and even more for top level management, depending on their length of stay at the company and their position in the organization when it was sold off.

As Dell Pasay opened in early 2006, it was in operation for 3 years before it decided to sell out.  In that context, Agents getting severance packages of 100,000 pesos and more can be construed as generous in this global recessionary background.

Current Dell Pasay employees who signed up with Teleperformance were a little envious when they heard the news. A lot of agents told techgoss that had they known that the severance package can get up to a 100,000 and more, they may have opted not to sign the Teleperformance job offer. Teleperformance offered to pay a retention bonus to those employees who signed up for their job offer. The retention bonus is equal to 1.5 times their current basic salary plus 13th month pay pro rated from January until May. Vacation and sick leaves will not be paid but will be retained and carried over to Teleperformance.

Dell Pasay was handed over to Teleperformance in April 2009. Dell Libis in Quezon City is also expected to sell soon. Dell will be focusing on computer manufacturing and thus are selling their customer service centers worldwide.

(Techgoss had run the following story on May 16, 2009)

Public protest against Dell Philippines
By Nosmo King

Some 70 call center agents from Dell Pasay marched to the National Labor Relations Office in Quezon City, Philippines on May 13, 2009 to file a lawsuit against their former employer Dell International Services (Philippines). According to the former call center agents, they were dismissed from the company on April 19, 2009, which they say is a violation of their contract.

Dell Philippines started to sell its Philippine Call Centers starting with its Pasay Office last April with Teleperformance winning the bidding process. After the sell-out, agents were given a short amount of time to sign a new contract offered by the winning bidder, Teleperformance. Agents who opted not to sign are automatically resigned from Dell Philippines, since Teleperformance is already the new owner. There was an email sent to all Dell Pasay employees urging them not to sign the contract, sighting Philippine labor law violations.

Dell Philippines has not commented yet on the issue. They said that they still have not received the complaint but their lawyers are ready to face the claims.

The complainants are seeking employment reinstatement, full payment of their backwages and moral and exemplary damages from Dell.

The Agents who were terminated are those who did not sign the new contract offered by Teleperformance after the Dell Pasay acquisition. Since they did not sign the contract, their employment has been terminated since there is no longer a Dell Pasay, only Teleperformance. They have not received any payment as of now. The National Labor Relations Office is an arbiter.  The ex-Agents are hoping this move would prod Dell into fulfilling its mandatory compensation payout for Agents it no longer needs.  The last option is the Philippines judiciary system.

(Techgoss had run the following story on May 4, 2009)

Dell Philippines: great food perks but future unsure
By Nosmo King

Dell had announced on Mar 20 that it had sold its Call Center in Pasay, Philippines to BPO Teleperformance in a bid to “increase the efficiency of the business and prove better value to clients”.  Dell Pasay Agents are unsure of what will happen to them even after Dell handed over the site to Teleperformance on April 20, 2009. They might land up working for Convergys.

A Dell manager in Singapore tells techgoss that according to the agreement signed by Dell and Teleperformance, Teleperformance have 45 days after April 20 to finalize the transition which includes new Job Contracts to be offered to the agents. As of this writing, there still was no contract offered to the agents.

There are also rumors that the SM Mall of Asia, the owner of the building where the Dell Pasay site is renting, is demanding an increase on the rent and the rent may even be doubled adding to the infrastructure costs. Agents fear that this might affect the acquisition since this is not part of the deal that Teleperformance signed. The increase in the rent might be too much for Teleperformance to take the deal because Dell Agents salaries are 50% more than what most Teleperformace agents are getting.

If Teleperformace backs out of the deal, the next winning bidder Convergys will have Dell Pasay. This also poses a concern to Agents because Convergys will not honour the current salaries paid to Dell employees.  Convergys pays much less than Dell. This means that their compensation will be adjusted to a less favorable package - less salary and allowances.

Unlike their Indian counterparts who will soon get zero food allowance, Dell Agents in Philippines get a 750 Php meal card and 750 Php cash out.  Previously it used to be 1500 Php in the form of a meal card (and no cash).  One Php (Philippine peso) is roughly the same as our rupee

While the Dell Agents in Philippines are quite happy with their substantial food allowance, an uncertain future is killing their appetite.

(Techgoss had run the following story on March 30, 2008)

Teleperformance slashes pay for Dell management
By Nosmo King

While there is much talk at the Agent level regarding compensation and benefits after the Teleperformance take over of Dell Pasay, not everyone knows that upper management is also concerned about their salary benefits. While Agents and First Line Managers (team Leaders) will be retaining their old basic salary, upper management face pay cuts of at least 15000 PHP/month.

Senior management at Dell Pasay, Philippines, starting from Area Managers, Resolution Specialist Managers, Department heads and Directors will be getting salary slashes which ranges from at least 15000 php and more.

The salary range of Dell employees in Philippines is significantly higher than that offered by Teleperformance call centers. A Dell agent normally starts at a 21,000 basic salary plus allowances whereas a Teleperformance entry level agent only gets 15,000 basic salary plus allowances. Part of the Teleperformance-Dell acquisition is to retain the basic salaries of Agents and Team leaders although their salary is much higher than their Teleperformance counterparts. Upper management on the other hand is getting salary slashes of 15,000 and more. They usually get monthly salaries ranging from 50,000 to 100,000 PHP and more which is way over what Teleperformance upper management is getting.

An Area Manager who requested anonymity told techgoss that they are having second thoughts about accepting the new contract since it will be 20,000 pesos less than the package at Dell. On the other hand, one of the Agents is excited with this development since the salary he is getting is actually more than what a team leader from Teleperformance is paid. He said that this will open new opportunities since he can be promoted faster to a higher position once Teleperformance opens the Pasay site with other accounts which will happen as soon as Dell is totally integrated.

What are the other differences in Perks between Dell and Teleperformance?

Dell Philippines has a clothing allowance of 200 PHP while Teleperformance has none.

Dell Philippines has a laundry allowance of 300 PHP while Teleperformance has none.

Meal (1500) and Rice allowance (1000) are the same in both organizations.

Teleperformance offers a 3000 PHP Attendance bonus which Dell does not.

Teleperformance offers 15 Days Sick Leave while Dell has only 12 days.  Both have the same 15 Vacation days.

Dell offers Annual Incentive while Teleperformance does not.

Teleperformance has Monthly Performance bonus while Dell has not.

Teleperformance is also offering Retention Bonus based on tenure after signing the contract.