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Professional Development in Philippine Call Centers

Feb 1, 2008
There are several people in the Philippines and elsewhere in the world who consider call center careers as a last option career direction. These people tend to have lofty dreams for themselves. Not only that, they expect to land in the best jobs with the littlest effort possible. Such kind of wishful thinking does not work at all.

There are also people who view the call centers and the business process outsourcing industry negatively. These people need to take a different perspective from what they have been thinking about. After all, the call centers are making it possible for customers all over the world to have a place where they call and resolve some of the issues they are facing with the products and services that they purchased.

For professionals, the major objection in considering call centers as a career of choice is the fact that there seems to be no professional development in the industry. All that agents ever do is to answer calls and talk to customers who are irate and frustrated over something. Admittedly, call center jobs tend to be stressful and demanding, yet talking with customers on the phone is not the end-all and be-all of call center professionals.

There is definitely more than just talking in call centers in the Philippines and in other countries. Call center agents are able to make the necessary connections and tweaks in order to resolve customer issues and concerns. These agents are also able to send important feedback to the management on how to improve products and services being offered by the company.
For professionals looking for good careers, call center can be one of the major choices. Agents do not only learn about company products and services. Rather, they also get to know business processes and strategies, which could aid them in developing skills and strategies that could help them understand business processes better.

There are also different kinds of career available in Philippine call centers. Good agents with good supervisory skills can look forward to becoming team leaders and team managers. Instead of simply dealing with customers, they can now focus on providing assistance to agents in developing their careers and the kind of service they provide to customers. This way, they become leaders and enablers. They will no longer think of themselves only but also of the overall performance of the call center and how their agents can contribute to that.

There are also non-voice career options in Philippine call centers. There are a number of IT professionals in the call centers working hard to make sure that the computer systems are sound and free from malfunction. In addition to this, there are also call center agents that answer email queries from customers. Such career option does not need a lot of talking yet it still does the job of providing good service to customers.

People who feel that the call center industry is a career dead end should rethink their position.
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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