Are you interested to be a Santa Rosa Call Center agent? I think it is like working in Semiconductor Manufacturing company back in the 80's. If this exciting industry was around after my graduation then, for sure I will be one of the pioneers.
Check out this article on Inquirer. net and see why Santa Rosa is positioned to be the best place to look for Call Center and BPO jobs here in Laguna:
Call centers began in the Philippines as plain providers of email response and managing services, these have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, and online business to customer support, online business to business support.
The Call Center Industry is an up-and-coming industry in the Philippines. Business Process Outsourcing (BPO) is regarded as one of the fastest growing industries in the world.The Philippines is also considered as location of choice due to its less expensive operational and labor costs.[1] In 2007, The Philippines remain as a top BPO destination for the estimated $150-billion business process outsourcing industry.
The Filipinos' Edge
The Industry mainly caters to markets from the United States, United Kingdom, Australia and other western countries[3]. Call center agents are obliged to acquire the foreign accent, study the geography and culture of these foreign countries. Being the third largest English speaking country in the world, the Philippines is considered to be one of the most competitive call center destinations.
Other factors that make the country attractive to foreign companies are the economical class A office spaces, better power, information technology(IT), telephony and telecommunications infrastructure, good quality but affordable labor force and the support the government is all too willing to extend to these foreign investors.
Types of Support
The calls managed by a number of Philippine call centers in Santa Rosa and in other parts of the country can be categorized[4] into:
Outbound calls – the services cover telemarketing, advisories, sales verification, credit and collection, reactivation/reinstatement of accounts, loyalty program benefits, customer services, surveys or cast evaluators and order entry. Call center agents call the customer.
Inbound calls – cover a broad range of services, from all types of inquiries, technical help, transcription, complaints, customer service, support, sales, marketing, and billing. Customers call the call center agents.
Other Services Supported:Email SupportChat SupportIP RelayBack-Office ProcessingWork Force ServicesServicesTraining and Support/Career EnhancementVirtual Assistant
To name some of the biggest Santa Rosa Call Centers who are existing and thriving in this BPO hub in Laguna are:
Outsourcing Business During Global Recession
Like in other call centers, Santa Rosa Call Center managers require graduates who are extremely fluent in English and (for technical accounts) above par IT skills. Due to the economic downturn in United States (where the outsourcing industry's revenue came from), only few potential investors are surveying for outsourcing sites.
In spite of this condition, a very well known US outsourcing giant declared recent plans for five new customer contact centers in the Philippines which signifies jobs for at least 7,000 people. In 2006, 160,000 people were employed in a US$2 billion (S$3 billion) business.
The recession also prompted the significant loss of jobs for Overseas Filipino Workers (OFWs). This prompted the Philippine government to provide Filipino domestic helpers government-sponsored training for the OFWs to become call center agents[7]. The program, funded by the Overseas Workers Welfare Administration (OWWA), is part of the government's vocational scholarship program of OWWA and reintegration for OFWs.The new project will sharpen English proficiency of applicants and provide call center training for 40 hours at $700 per student which the Philippine government has shouldered. This would hopefully give options to the OFWs to shift careers.
Trivia
In the Philippines, 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.
