Call centers began in the Philippines as plain providers of email response and managing services, these have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, and online business to customer support, online business to business support.
The call center industry is an up-and-coming industry in the Philippines. Business Process Outsourcing (BPO) is regarded as one of the fastest growing industries in the world.
The Philippines is also considered as location of choice due to its less expensive operational and labor costs. In 2007, The Philippines remain as a top BPO destination for the estimated $150-billion business process outsourcing industry. .
The Filipinos' Edge
The Industry mainly caters to markets from the United States, United Kingdom, Australia and other western countries. Call center agents are obliged to acquire the foreign accent, study the geography and culture of these foreign countries. Being the third largest English speaking country in the world, the Philippines is considered to be one of the most competitive call center destinations.
Other factors that make the country attractive to foreign companies are the economical class A office spaces, better power, information technology(IT), telephony and telecommunications infrastructure, good quality but affordable labor force and the support the government is all too willing to extend to these foreign investors.
Types of Support
The calls managed by a number of Philippine call centers can be categorized into:
- Outbound calls – the services cover telemarketing, advisories, sales verification, credit and collection, reactivation/reinstatement of accounts, loyalty program benefits, customer services, surveys or cast evaluators and order entry. Call center agents call the customer.
- Inbound calls – cover a broad range of services, from all types of inquiries, technical help, transcription, complaints, customer service, support, sales, marketing, and billing. Customers call the call center agents.
Other Services Supported
- Email Support
- Chat Support
- IP Relay
- Back-Office Processing
- Work Force Services
- Services
- Training and Support/Career Enhancement
- Virtual Assistant
Common Call Center recruitment and training process
The recruitment process for new call center agents may include (but is not limited to) the following:
- Phone Screening – this stage determines the voice quality over the phone and how the applicant responds to the call;
- Initial Interview – conducted by the company human resource department or another outsource staffing firm to test the speaking skills, attitude and how confident the applicant responds to questions;
- Examination – this includes aptitude tests, computer-based call simulations and emotional quality (EQ) or aptitude tests; and
- Final Interview – to assess customer service, technical, or sales skills.
There are various ways in which one may initiate a career in call centers. The most common of which is to apply directly to a call center's recruitment office. This process is commonly coined as a "walk-in" application. Another procedure includes employee referral where an applicant is referred by an existing employee of a call center. A person may also apply through an employment agency, which will conduct its own screening procedures, before endorsing an applicant to any call center.
An emerging manner to secure a career in call centers is through on-line application. More and more companies and job seekers have embraced this means due to its benefits. Some of its many benefits include: acquiring more details of the call center before applying, facilitation of application forms and resumes and the ability to reach out to Filipinos in far areas.
Some Call Centers in the Philippines
- Call Center Philippines Outsourcing Global Sky, 8th Floor, Hanston Building, Emerald Avenue, Ortigas Center, Pasig City, Philippines 1605
- Callworx Philippines, Inc. Unit 8A, 8/F Hanston Building Emerald Avenue, Ortigas Center Pasig City, Philippines 1605
- C-Cubed Eastwood Contact Center # 1 E-Commerce Avenue, Eastwood City Cyberpark, E. Rodriguez, Jr. Avenue, Libis, Quezon City 1110, Philippines
- Connect2inc 8th Floor Net One Center 26th Street Cor. 3rd Avenue Crescent Parkwest, Bonifacio Global City, Taguig, Metro Manila
- ePacific Global Orient Square 14th & 17th Floor, Orient Square Building Emerald Avenue Ortigas Center Pasig City, 1605 Philippines
- eTelecare Global Solutions 20th Floor CyberOne Megaworld Bldg., Eastwood City Cyberpark, E. Rodriguez Jr. Ave., Bagumbayan, Libis, Q.C.
- Immequire, LLC Manila Contact Center 11th Floor The Peak Tower, 107 L.P. Leviste Street, Salcedo Village, Makati City Philippines
- IPMAC 8/F RCI BUILDING RADA STREET LEGASPI VILLAGE MAKATI CITY METRO MANILA 12000 PHILIPPINES
- PNI, Unit 210, 2nd floor Strata 2000 Emerald Avenue, Ortigas Center Pasig City, Philippines
- Software Ventures International, Philippine Office Software Ventures International 6th Floor JMT Building ADB Avenue, Pasig City
- SYKES, Asia/Pacific Headquarters Manila (Makati) Sykes Asia Inc. 26th Flr. Robinsons Summit Bldg. 6783 Ayala Avenue Makati City, Manila 1200
- Ambergris Philippines, 31/F Discovery Center 25 ADB Avenue, Ortigas Center Pasig City 1605 Philippines
- Five9 Philippines, 2nd Level Celebrity Sports Plaza Capitol Hills, Diliman Quezon City
- BPO Resources MIT Building #203 Gorordo Street Lahug, Cebu City Cebu 6000
Number of Call Centers in the Philippines
According to the Call Center Directory of the Philippine Economic Zone Authority (PEZA), the Philippines now has 788 call centers over 20 key locations:
Outsourcing Business During Global Recession
Call center managers require graduates who are extremely fluent in English and (for technical accounts) above par IT skills. Due to the economic downturn in United States (where the outsourcing industry's revenue came from), only few potential investors are surveying for outsourcing sites.
In spite of this condition, a very well known US outsourcing giant declared recent plans for five new customer contact centers in the Philippines which signifies jobs for at least 7,000 people. In 2006, 160,000 people were employed in a US$2 billion (S$3 billion) business.
The recession also prompted the significant loss of jobs for Overseas Filipino Workers (OFWs). This prompted the Philippine government to provide Filipino domestic helpers government-sponsored training for the OFWs to become call center agents. The program, funded by the Overseas Workers Welfare Administration (OWWA), is part of the government's vocational scholarship program of OWWA and reintegration for OFWs.
The new project will sharpen English proficiency of applicants and provide call center training for 40 hours at $700 per student which the Philippine government has shouldered. This would hopefully give options to the OFWs to shift careers.
Trivia
- In the Philippines, the Call Center industry has been tagged as the Sunshine Industry by the government because of its massive expansion over the last 10 years. It is considered as one of the fastest growing sectors within the economy.
See also
- Philippine Cyber Corridor
- Business process outsourcing in the Philippines
- Cyberservices
- Business process outsourcing
- Call center
- Medical transcription
- Offshoring
- Outsourcing
References
- ^ http://www.benprise.com/Benprise_llc./Videos.html
- ^ http://www.gmanews.tv/story/63053/Philippines-still-top-BPO-destination---consulting-firm
- ^ http://www.livinginthephilippines.com/call_centers.html
- ^ http://www.philippinecountry.com/philippine_call_centers/
- ^ http://www.webphilippines.com/v2about_us/press_archive/jobhunt_wedo.html webphilippines about us
- ^ http://www.callcenterdirectory.net/call-center-location/Philippines/directory-2-page-1.html
- ^ http:
ICMI - Mobile Call Center in Manila
A company in the Philippines has turned a large van into a mobile Internet cafe and call center, bringing high speed access and jobs to the country.
Global Sky - Contact Philippines Call Center
Philippines call center - Offshore call center - Manila call center ... Philippines Call Center - Offshore call center - Manila call center ...
Call 4 Peace -
It aims to fundamentally reshape the face of call center outsourcing and customer relationship management (CRM) through strategic solutions that fulfill its clients’ overall ...
Manila Philippines based TeleTech to Hire 10,000 Call Center Agents ...
TeleTech, a Nasdaq listed company announced that they will be opening 10 new call centers over the next 2 years, totaling over 10,000 new call center seats. With this announcement ...
Call Center jobs in the philippine, Manila Call Center Jobs Available ...
Manila Call Center Jobs Available, If you are looking for a Call Center Job, you are at the right site. We are looking for quality call centre staff. we are not an agency. We are ...
Call Center News: Telus 4th Call Center in Manila Creates 900 to 3,000 ...
Manila, Philippines -- Telus International opened its fourth call center in Manila, one that currently employs 900 workers, but will ramp up to include at least 3,000, possibly by ...
Call Center Manila
Call Center Manila, Danalex Corporation, Danalex Outsourcing, Call center in the philippines, Call Center
JobStreet Select
• 1 year Sales experience (Call Center exp is not required) • Must have good judgment and problem-solving skills. • Willing to work on Graveyard schedule / Shifting schedule.
Call Center Training | Wazzup Manila Philippines
You are browsing the tag archive for call center training.
Call Center Manila, Danalex Corporation, Danalex Outsourcing
Call Center Manila, Danalex Graphic Arts, Danalex Corporation, Call Center, Outsourcing, Website, Website in the Philippines, Glenn Baniaga, Virual Assistant, Christian Langit ...