The call center industry is one of the most successful as well as the largest industry in the Philippines. According to their government, the call center industry is also considered as their sunshine industry because of its massive expansion over the last 10 years. Other than that, the call center industry was also known as an answer to the growing unemployment problem.
However, due to recent events, the call center industry of the Philippines, which was known as the sunshine industry of the Philippines, have taken a huge downturn that led to many of Filipino call center agents to loose their jobs, and that the industry today is still struggling, particularly when the number of applicants have tripled since it was first introduced in the Philippines.
Call center industry in the past
The call center industry in the Philippines wasn't as big as it is today. According to many experts, the call center industry of the Philippines was known only as plain providers of email response and managing services. This was until a number of outsourced companies from the US and other Western countries have chosen the Philippines as their base of outsourced operations.
Part of what made these companies decide to choose the Philippines is because Filipinos are known for their keen knowledge in English, particularly because the Philippines was occupied by the US for many years. Along with cheaper work force, Philippines became the most competitive market in terms of outsourced services, including call center.
Call center industry before global recession
Because of the many new outsourced companies in the Philippines, many of these have introduced a number of new services, such as customer relation services and Order taking service including travel services, technical support, education, customer care, and financial services.
However, other than customer relation services and Order taking service, a number of these companies have also introduced a new service which mainly deals with business-to-business affairs such as online business to customer support and online business to business support. Because of these new service, these companies would need more people to accommodate their growing demands. This is the reason why the call center industry became an answer to many problems of unemployment.
And because most of these companies online involve customer relations and Order taking service, compared to other jobs, many of these call center companies doesn't require their applicants to have a bachelor's degree nor any specific skills other than their voice quality, ability to speak in English, as well as basic knowledge in using a computer. However, all of these have changed since the recent global recession.
Call center industry after global recession
After the global recession, many Filipinos were left jobless, and many people struggling to get the position. Although most of these call center agencies only provides customer relations and Order taking service, call center managers require graduates who are extremely fluent in English and (for technical accounts) above par IT skills. Their recruitment process have also changed to make it more challenging for applicants to land the job.
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