The call center business is considered as the biggest as well as the most promising industry in the Philippines today. Although the industry first started as plain providers of email response and managing services, the industry quickly grew to provide a wider range of customer relation services, including: travel services, technical support, education, customer care, financial services, and online business to customer support, online business to business support. Part of its growth lies with outsourcing.
Because of BPO (Business Process Outsourcing), which is regarded as one of the fastest growing industries in the world, many new Outsource Call Center have been developed all over the Philippines.
One reason why the Philippines became a popular location for BPO companies such as Outsource Call Center, is because of its less expensive operational and labor costs. According to many professionals, The Philippines remain as a top BPO destination for the estimated $150-billion business process outsourcing industry.
According to the Philippine government, the call center industry has been tagged as the Sunshine Industry by the government because of its massive expansion over the last 10 years. It is considered as one of the fastest growing sectors within the economy.
Procedures to become a call center agent
Although call centers have become the biggest industry in the Philippines, the competition to get into the business and become a call center agent has recently become more competitive. Because of the many new Outsource Call Center in the Philippines, it introduced several new procedures in call center agent recruitment, The recruitment process for new call center agents may include (but is not limited to) the following:
Screening: This process involves the applicant's voice quality over the phone as well as the initial interview.
First interview: After the screening, an interview is then conducted by the company's human resource department (though some may place this process on a third-party company, such as a manpower company). This is to test the applicant's skill, attitude, and confidence.
Written and verbal examination: This is to test the applicant's IQ, as well as computer skills and emotional quotient (EQ) or aptitude tests.
Final interview: This involves assessing the applicant's skill in customer service, technical, and sales skills.
All these process usually takes a lot of time, usually a week. This is due to the fact that hundreds of Filipinos apply as a call center agent in a day.
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