In terms of successful industries in the Philippines, many experts would normally say that the largest business industry in the Philippines today are call centers. According to professionals, a call center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone.
In the past, call centers in the Philippines plainly offered email response and managing services. However, because of the number of new call center agencies today, particularly the many companies that outsourced their services here in the Philippines, the call center industry have grown significantly.
New services
Compared in the past in which email response and managing services were the only services known for call centers in the Philippines, companies from around the world, particularly in the US, introduced new services such as a Live Answering Service, including travel services, technical support, education, customer care, and financial services. Other companies have also expanded to offer online business to customer support, and online business to business support.
Other than just Live Answering Service, many companies such as Sykes, People Support, eTelecare, and Convergys have also introduced new recruitment and training processes in the Philippines, which are used to make sure that they hire people capable of delivering the right service to their clients.
New hiring processes
Compared in the past in which hiring a call center agent may only involve a few interviews and examinations, the processes of hiring a call center agent today have significantly changed, particularly when the Live Answering Service was introduced by big companies. The typical process of recruitment today involves, but not limited to:
Phone screening or examination: This is used to determine if the applicant's voice quality over the phone. This is also the reason why call centers are usually comprised of women, typically because of their softer voice than the men. This is also used to determine how the applicant responds to the call. This whole process is mostly done via computer-simulated calls.
Initial or first interview: Like most companies, these are done to determine the speaking skills, attitude and how confident the applicant responds to questions. According to many experts, this can be done by the company's own human resource department or a third party staffing firm.
Examination: This involves actual aptitude tests, computer-based call simulations and emotional quotient (EQ) or aptitude tests. This is to determine if the applicant is fit to become a call center agent.
Final interview: This is the most important part of the recruitment process. This is to assess customer service, technical, or sales skills. Though the hardest part, this is where the applicant can determine if he or she is appropriate for the job or not.
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