Being a call center agent is one of the most popular job position that many Filipinos sought in the past. This is because being a call center agent means earning a lot of money. This is true, particularly because a number of call center agencies and companies in the Philippines offer very competitive salary to their agents.
Another reason why it was one of the most popular job positions in the Philippines is also because of its availability. Its requirements are also minimal , yet offers a very competitive benefit compared to other types of job positions. However, ever since the many recent events, the call center industry of the Philippines have significantly changed, which also led to many understanding that the call center industry is still the answer to unemployment.
Rise of call center industry
Compared in the past in which the call center industry were plain providers of email response and managing services, a number of new services have been introduced, mainly by outsourced companies in the country. This include customer relations ranging from travel services, technical support, education, customer care, financial services, and Order taking service.
Other than customer support and Order taking service, many of the largest companies in the Philippines have also introduced a number of services which are mainly aimed to the growing need of business consultancy, such as online business to customer support and online business to business support.
Because of these, the Philippines became a very competitive market in terms of call center services. This led to more companies from other countries, most particularly in the US, to make the Philippines as their base of outsourced operations. However, due to recent events, such as global recession, the industry of taking a major downturn.
Fall of call center industry
Although not entirely a fall of industry, the call center industry of the Philippines have taken a major impact since the major global recession. This is due to the economic downturn in United States, where the outsourcing industry's revenue came from. Many outsourced companies in the Philippines have closed down which left many unemployed.
Though there are still a number of existing call center companies in the Philippines, such as Sykes, Convergys, eTelecare, and People Support, which are some of the most recognized names of call center agencies in the Philippines, many of there recruitment processes and requirements have significantly changed. Though many of their services may only involve Order taking service, call center managers require graduates who are extremely fluent in English and (for technical accounts) above par IT skills.
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