The Call Center Industry In The Philippines

The Call Center Industry In The Philippines

There are many types of call centers in the Philippines today. Because of its rapid growth compared to what it was in the past, many of its services have significantly changed, making the Philippines as the most competitive market for call center businesses. Part of their services included customer relations andReservations call center services such as travel services, technical support, education, customer care, financial services.

However, since the government (Gloria Arroyo regime) heavily supported the industry, and that many corporations have chosen the Philippines as their base of outsourced operations, many other services have also been introduced in the market. Most of these new services included business-to-business relations such as online business to customer support and online business to business support.

However, because the industry have grown so much, from customer relations andReservations call center services to business relations, many big companies in the Philippines, such as the many outsourced companies like Sykes, Convergys, and eTelecare, have introduced a number of new recruitment processes which can be used to choose the best applicant from hundreds of applicants applying for the position.

Recruitment processes and requirements

Because of the recent global recession, many center managers require graduates who are extremely fluent in English and (for technical accounts) above par IT skills. Other than their significant change in requirement, many of these companies have also changed their recruitment process to really which can really challenge their applicants to do best others. Part of their usual recruitment process may include, but not limited to:

Extensive phone screening: This is mainly used to determine an applicant's voice quality over the phone. If an applicant do have competitive skills to become an agent, but do not have the quality of voice that many companies are looking for, then that applicant wouldn't easily land the position. This is also used to determine if the applicant posses an extremely fluent English.

First interview: May be one of the many interviews done in the recruitment process, this is used to determine the speaking skills, attitude and how confident the applicant responds to questions. This is another way to test the applicant's skills in English.

Examination: This is used after the first, or other, interviews to determine an applicant's aptitude or IQ and emotional quotient or EQ. This is mostly done through computer simulated events. Examinations are also used to determine an applicant's skills in using a computer.

Final interview: The final interview is the most important part in any recruitment process. Because the industry involves customer relations andReservations call center services, this interview is done to assess customer service, technical, or sales skills.

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