In late July, 2012, the Philippines was pounded by several typhoons and monsoon rains. There was one period where it rained hard for four days straight non-stop. Before the storms, I was in full swing… setting up speaking engagements, attending job fairs, conducting trainings, and shopping for clients, but then the storms came and everything ground to a halt. At the time, after three months of non-stop working, it seemed like a nice respite.
For those of you who have never been in Manila during a flood, its pretty hard to describe with out it sounding dramatic. In short, the city floods almost every year for a number of reasons. The people are just used to it. Walking in water up to your waste and dealing with school and business closures… its now big thing to most residents of Manila. But for me it was a pretty overwhelming experience. After coming back from a field trip on the 3rd day of the heavy rains, my son was stranded at his school. And I was powerless to do much. We walked a couple of miles from Makati to Manila in heavy downpours to get to his school. There were no taxis or public transit, so we had quite an adventure getting back from Manila to Makati.
Anyway, because of the floods, I did have to cancel once training class. It was a full class of 15 and had a lot of people with call center experience. It would have been a very fun class.
After the floods, things changed pretty significantly and pretty rapidly. More on that in the next blog post. But August was kind of a lost month. I didn’t conduct any other trainings that month due to scheduling issues and for the first time I started to wonder if my plans were going to work.
As an analyst, this is where I had to do a better job looking at and listening to the data. We weren’t making a lot of money on the public trainings and we had only placed 3 of our initial 30+ trainees directly. The business model was not working as it was intended to. Our ROI was not good for job fairs, we were not getting clients to sign up with us directly and I hadn’t quite figured out the marketing yet. So based on all the info, a change in course had to be made. So by the end of August BPO Elite moved in an entirely new direction.
Analytics Tool > SuveryMonkey > http://www.surveymonkey.com
Analytics Concept > Customer Insights > http://en.wikipedia.org/wiki/Customer_insight
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