Call Center Workers, Philippines Firms Can Provide the Best
Today, call centers are now one of the lifeblood industries in the Philippines. Ever since the call center boom in the late 90s, the industry has grown consistently over the years. Why this constant rate of growth? Why is this industry making so much money, even in times of economic recession? There must be a secret in the rise of the call center in the Philippines. It’s been around for more than ten years, so it definitely isn’t a flash in the pan. It’s here to stay.
That secret may lie within the people working in the call centers themselves. It is estimated that the number of Philippines call center workers reached a million in 2010. If call centers are one of the lifeblood industries of the country, then the call center employee is the heart of it all. Call center agents usually provide voice-based services for clients of the mother companies who hire them, and account for the bulk of services provided by call centers.
Voice-based services can be categorized into two main types: outbound and inbound calls. Outbound calls are done when a call center agent makes an outbound call to the client. This call includes sales verification, customer services, telemarketing, and advisory services. Inbound calls are the exact opposite. In this setup, the client makes the call to the agent. Inbound services can include customer services, technical inquiries, and complaint inquiries.
Like in any industry, a Philippines call center is only as good as the people it employs. This is where the strength of call center agents in the Philippines comes into play. Most of the big companies that outsource their services are based in the United States or in Europe, and many of them prefer English as their medium of communication. English is one of the primary languages spoken in the Philippines, making the local work force ideal employees for BPOs targeting Western clients.
Is speaking English the only qualification call centers look for in employees? No, it isn’t, as another quality that a call center in the Philippines looks for in an employee is his or her educational attainment. This is another advantage the Philippine workforce has. Fresh college graduates prefer working for call centers because the BPO sector pays much better for entry-level jobs than any other industry and many can expect career advancement within a short period of time. This assures you of the quality of people in a Philippines call center. If you hire a call center in the Philippines to provide you with voice-based services, you can be sure that they have top-notch employees who can do the job well.
One can surmise that a big part of the reason why call centers have been so successful in the Philippines is because of the quality of the workforce. These employees are college-educated, English-speaking professionals, who have just the kind of voice and qualifications big international companies look for to facilitate the various business processes they need outsourced. Outsourcing your customer service needs to a Philippines call center company can allow you to focus on your business needs.
The author is a small business professional who has experienced conducting business with a Philippines call center. Consider the best call center in the Philippines right now.
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