The Philippines is also considered as location of choice of Call Center due to its less costly operational and labor costs. Philippines offers 24/7 multilingual and multimedia supported premium services for marketing, sales, customer care, crisis management, investor relations and other key business applications. The Philippines is considered a major player in the global BPO market. In 2005, the Philippine country ranked in the top 10 worldwide for top BPO destinations, according to neoIT's 2005 Mapping Offshore Markets Update.
Call center job and responsibilities
While call centers actually began in the Philippines doing e-mail response and handling services, these have developed capabilities for almost all types of customer interactions, ranging from travel services, financial services, technical support, education, customer care, and online business to customer support, online business to business support.
The calls manage by a number of Philippine call centers can be categorized into:
1. Outbound calls - the services cover telemarketing, advisories, sales verification, credit and collection, reactivation/reinstatement of accounts, loyalty program benefits, customer services and order entry. Call center agents are the one calling to the customers.
2. 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 are the one calling to the call center agents
Common call center recruitment and training process
The recruitment process for new call center agents most likely include the following:
1. Phone Screening
determination of applicant’s voice quality over the phone and how the applicant act in response to the call.
2. Initial Interview
this will be handled by the company human resource department or another outsource staffing company to test the speaking skills, attitude and how confident the applicant responds to questions.
this includes aptitude tests, computer-based call simulations and emotional quality (EQ)/ attitude tests
4. Final Interview
to measure customer service, technical, or sales skills.
How to APPLY in a Call Center in the Philippines
1. You can start a career in call center in several ways and the most common is by applying directly to a call center's recruitment office which is now known as "walk-in" application.
2. Another procedure includes the referral of another person by an existing employee of a call center.
3. You may also apply through an employment agency, which will conduct its own screening procedures, before endorsing an applicant to call centers.
4. An emerging manner to secure a career in call centers is through on-line application. More and more companies and job seekers have incorporated 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.
Locations of Call Centers in the Philippines
There are over seven hundred call centers in the Philippines based on 2005 industry estimates, most of the call center companies are located in Metro Manila mainly in the business districts of Ortigas Center in Pasig City, the Makati Business District, Eastwood City Cyberpark in Quezon City, Robinson's Pioneer in Mandaluyong City , Fort Bonifacio in Taguig City , K-Pointe Blg., in Gilmore New Manila, Quezon City, and Northgate Cyberzone in Muntinlupa City. However, both local and foreign-owned call centers have proposal to regions outside Metro Manila, setting up offices mainly in Metro Cebu and other key cities such as Baguio City, Bacolod City, Davao City, Cagayan de Oro, Iloilo City, Zamboanga City, Angeles City, Dumaguete, Lipa City, Cainta in Rizal, Bacoor, a town in Cavite and Santa Rosa City, in Laguna,and Camarines Sur.
Call Center Community
Call center agents are typically assigned in graveyard shifts (9PM – 6AM), interconnecting together with customers from all over the world, mostly from the United States and must stick on to strict performance metrics.
The call center community is fast growing in the Philippines because of the demand for call center interrelated jobs. A major number of working Filipinos have found themselves a new career in the call center industry.
The Call Center Industry in the Philippines has lead to a modern day chronicle that call center agents are receiving a high salary compared to other non-professional careers and is being demanded for more than what they can provide by the local community.