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Employing Filipino Call Center Agents

Feb 1, 2008
Philippine call centers are on the lookout for the most excellent agents in the country. After all, it is a very competitive field. Fresh graduates of universities and colleges in the Philippines usually troop to call centers to get their first jobs and start developing their careers. Even professionals who are already in mid-life make the transition to the call center industry because of the prospect of better pay and better opportunities, and who can blame them for doing that?

Given this competition in the labor force, it has been said that only about four out of every 100 fresh college graduates are accepted in call centers. The reason behind this is their failure to meet the entry-level requirements of the company that they want to work for. As a result of this trend, several observers have remarked that the Philippine might not be able to sustain the boom in the call center industry. After all, more call center agents will be needed by 2010 when the call center industry is expected to employ around a million employees.

To solve this seeming dilemma, the government, together with the schools and training centers have worked out the provision of training for both college graduates and undergraduates for prospective career in call centers. Nowadays, a typical jobseeker or undergraduate would see hundreds of ads promoting a particular call center academy. These call center academies enhance the English skills of Filipinos who want to work for call centers. These academies also look forward to improving the chances of job seekers to land a job in a call center.

The government, through its Department of Education, is now enhancing the English skills of high school students. The Commission on Higher Education, on the other hand, is enhancing the language skills of College undergraduate students.

Filipinos are very teachable and they easily adapt to different cultures that they get in contact with. They also have strong loyalties to the company that they work for. Not only that, they also have excellent work ethics.

Given the chances of employment of Filipinos, Philippine call centers cannot afford to lower their standards. If they do that, then the quality of service that they provide to their customers will deteriorate and that will spell the beginning of the end of the call center industry in the Philippines.

In enhancing the skills of Filipino call center agents, they have to improve their English communication skills, the neutralization of regional accent and their decision making skills. These are important in the industry in addition to analytical skills, execution of instructions, and proactive relationship with clients.

The boom in the call center industry is should be supplied by fresh talents. These members of the workforce should be able to show global competitiveness and the ability to contribute to the industry. By 2010, the projection is that a million Filipinos will be working for call centers. As such, Philippine call centers, as well as the government, should work hard in uplifting the skills of Filipino professionals. Otherwise, the competitive advantage of Filipinos in the industry will be lost.
About the Author
James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit: http://www.global-sky.com
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