Call centers is considered today as the biggest industry in the Philippines. Though the industry started only as a simple email response and managing services, most of the companies that runs the industry today have introduced new customer relation services including Live Answering Service such as technical support, education, customer care, to other more sophisticated services such as financial services, online business to customer support, and online business to business support.
Philippines as the center for BDO
The one reason why call centers became a very popular and successful industry in the Philippines is because of BDO or Business Process Outsourcing. Regarded as one of the fastest growing industries in the world, BDO is a form of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider.
Many of today's popular call center agencies such as Sykes, Convergys, and eTelecare were only introduced in the Philippines as a BDO company. These companies also introduced the Live Answering Service in the market. The reason why many companies, such as BDO companies including call centers, chose The Philippines is due to its less expensive operational and labor costs.
According to a study done back in 2007, The Philippines remained as a top BPO destination for the estimated $150-billion business process outsourcing industry due to its less expensive labor cost compared to other countries.
Competitive job
According to many experts, call centers are known to provide a very competitive salary than other types of business entities in the Philippines. As a form of BDO company, many call centers in the Philippines such as Sykes, Convergys, People Support, and eTelecare, are known to provide a very competitive salary and incentives. This is the reason why many Filipinos aim to get hired by these companies and other call center agencies.
Typical process of hiring a call center agent
However, not all can easily become a call center agent. Compared to other job interviews, call centers are known for their meticulous interviews and exams. The recruitment process for new call center agents may include (but is not limited to) the following:
Phone skill screening: As the industry is mainly providing Live Answering Service and customer relations, the first process that most call centers take is phone screening. This process involves determining the voice quality over the phone and how the applicant responds to the call.
Initial interview: If the applicant succeeds in the phone screening stage, an initial interview would then come next. This process is mostly conducted by the company's HR (human resources) department, or a third-party company, to test the speaking skills, attitude and confidence level. This also involves a short examination.
Examination: This involves aptitude tests, computer-based call simulations and emotional quotient (EQ). This is also to determine if the applicant has ample skills in using a computer, since most of their work involves using a computer.
Final interview: This is usually the last part of the whole process. Most companies do this to determine the applicant's customer service, technical, or sales skills.
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