The call center industry in the Philippines have grown significantly over the past few years. According to many experts, the reason why this industry have grown so much compared to what it was in the past is because of a the many Outsource Call Center opened around the Philippines as well as with the support of the government.
Many Filipinos have also seen this industry as their answer to unemployment and poverty. This is because call centers requires little from its agents, other the computer skills and proper English grammar, yet offers a lot of benefits and opportunities, particularly with the many Outsource Call Center agencies in the Philippines.
Call center industry after the global recession
Though it was one of the biggest and fastest growing industry in the Philippines, the recent global recession made a significant impact in the call center industry in the Philippines. During the global recession, a number of outsourced call center agencies in the Philippines, particularly the smaller ones, have closed due to the recession happening in the US (because most outsourced companies in the Philippines are coming from the US).
Other Outsource Call Center agencies such as Sykes, Convergies, People Support, eTelecare, and many others have changed their recruitment process and requirements to only accept those who are skilled and experienced.
This change in requirements includes those who are extremely fluent in English, which has changed from moderate knowledge in English, as well as above IT skills, which may involve a bachelor's degree in IT or computer science. Many companies, particularly those that provides nline business to customer support and online business to business support, may require a business skills from their applicants.
Their recruitment process have also significantly changed due to the recent global recession, which is effectively used to determine an applicant's competitiveness from others.
This new recruitment process may include, but not limited to: Phone screening, which is used to determine the applicant's voice quality over the phone; First interview, which is used to test the speaking skills, attitude and how confident the applicant responds to questions; Examination, which may include aptitude tests, computer-based call simulations and emotional quotient (EQ) or aptitude tests; and the Final interview, which is used to asses customer service, technical, or sales skills.
Call center industry of today
After the recent global recession, the call center industry is still considered as the strongest industry in the Philippines. Though the call centers of today have significantly changed compared in the past in which application is much easier, the benefits and opportunities still remained the same.
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