Call Center Industry in the Philippines

The call center industry in the Philippines has become one of the major contributors of the country’s economy.

Also referred to as the Business Process Outsourcing (BPO) industry, the call center industry started in the Philippines as providers of email response and managing services then broadened to industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, online business-to-customer support, and online business-to-business support.

At present the Call Center Directory of the Philippines lists around 788 call centers operating in over 20 locations all over the country.

Because of the high-quality English comprehension and speaking ability of the Filipinos, foreign investors are impressed with our workers thus making it easy for Filipinos to work in the BPO industry.

Hundreds of BPO training centers have sprouted all over the metro. In fact, there are so many call centers operating in Metro Manila that foreign investors have directed their focus in the countryside and have been slowly diverting their operations in the provinces.

The three big business hubs outside Metro Manila are now the favorite destinations of foreign investors planning to put up call centers.

The three big business hubs in Central Luzon are the Subic Bay Metropolitan Authority (SBMA), Clark Freeport Zone and the Palayan City Business Hub-PCBH in Nueva Ecija.

These three big business hubs are now the favorite destinations of foreign investors who operate call centers and offer call center jobs which also conducts call center training for potential call center agents.

Under the Labor Code of the Philippines, the present minimum wage for a Filipino worker is around P500 in Metro Manila which is around P11,000 monthly.

However, a newly hired call center agent can earn up to P18,000 monthly upon entry in the call center industry.

This is one of the reasons why the call center industry continues to flourish and several potential call center agents continue to apply for call center jobs. As a result, call center training centers have emerged not only in Metro Manila but in the countryside as well.

CALL CENTER TIPS

If you want to apply for a call center job, here are some call center application tips that you should consider:

CALL CENTER TIP NO. 1 – Practice your English. Although call centers are fascinated by the Filipinos’ good grasp of the English grammar, bear in mind that they want call center agents who are proficient in the English language. Potential call center agents should therefore review their English grammar to ensure success in the call center agency

CALL CENTER TIP NO. 2 – Be professional. Call center agents should avoid being absent or being late. Remember that these call centers are owned and operated by foreigners who are workaholics. Therefore, as an applicant, you must show them that they are hiring the best employees which the Philippines have to offer.

CALL CENTER TIP NO. 3 – Learn fast. Think fast. As a call center agent, you will be faced with tasks which you will not normally be asked to perform if you are a regular 9-5 office employee. Thus, you must now learn to adapt to every instruction which is given to you. Always make sure to understand the instruction or directive assigned to you. Do not be afraid to ask questions if you did not understand the order of your superior.

CALL CENTER TIP NO. 4 – Be willing to work anytime. Since the call centers usually operate within the time frame of the foreign investors country, let’s say USA, then the call center agents will necessarily work in the graveyard shift. All these will be explained during the call center training. Call center trainings are likewise held during the evenings and up to the wee hours of the morning. If you cannot cope up with the call center trainings during these hours, then being call center agent is not your cup of tea.

CALL CENTER TIP NO. 5 – Be a problem solver. Since the call center agent’s main line of work is to assist the callers of any problem they may have, the call center agent should be ready to think of ways to resolve the caller’s predicament. This will usually be learned during the call center training.

CALL CENTER TIP NO. 6 – Be attentive. The call center agent needs to be attentive to the customer’s concern. This is one of the main characteristic which a call center agent needs to possess and they need to listen very carefully to the issues being raised by the caller so that they can accurately identify the problem and come up with a fast and appropriate solution to the problem.

CALL CENTER TIP NO. 7 – Be courteous. Even if the problem was not solved, the caller will have a sense of being properly attended to if the call center agent was courteous in the communication with the caller.

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