The companies providing the call center services are usually the type of the companies that conducts mass hiring to attend to the growing demand for the customer service and for the sales outsourcing. Those businesses who need to maintain constant customer relation is reliable team who will be the front-liner for the business. The search for a contact center partner is usually brings companies to the outsourcing solutions providers who have the facilities offshore as engaging with an offshore provider that has proven to be less expensive than hosting contact solutions in-house. They have published an article, the Philippine Contact Centers Surpass Indian Competitors last December 2010 wherein it has been pointed out that the Philippines may succeed in becoming the top destination for the outsourced customer service. This is with the current trend in call center outsourcing today, is is now known that the companies smart choice for an outsourcing partner would be the Philippines.
The companies who are looking for the call center outsourcing partners have recognize that the Filipinos’ ease in speaking in a neutral accent, which could be considered as the main reason why they are now seeking the Philippine outsourcing providers. The United States based call center outsourcing solutions provider Convergys Corp issued that the statement last July 15 that the Philippines contact center facility may have more employees than their facility in the United States as they are currently looking to fill in 5,000 more positions to attend to their growing client portfolio. This is with the growing population of the contact center in the Philippines, this is not a surprising issue that the outsourcing solutions providers will encounter some of the challenges when it comes to pooling a set of qualified applicants.
Less than a month after issuing the statement mentioned earlier. the Convergys site director BUtch Sison for their facility in CEbu, Philippines pointed out that the availability of the talent is a critical issue. This particular concern for the contact centers is becoming more alarming as different contact center solutions providers race against each other to hire the best among the qualified applicants. For the talent pool to be saturated it i inevitable especially with the amount of the contact centers in the country, but there are organizations or institutions in the Philippines that are aimed at addressing the issue. The top destinations for the contact center outsourcing may have already seem this coming, which is why some of the institutions and organizations in India and in the Philippines have established training schools or academies in the region. The curriculum in the training schools or academiescovers the different kinds of the work processes delegated to a contact center, from handling the customer service to the sales and telemarketing.
REFERENCE:
http://www.blog.infinit-o.com/contact-centers-must-invest-training-lessen-talent-pool-saturation/
