Smaller call centers struggling to keep people from leaving
By Erwin Oliva
INQUIRER.net
First Posted 10:26:00 04/27/2008
Filed Under: business process outsourcing (BPO), Labor, Employment
MANILA, Philippines--Smaller call centers operating in the country are not only faced with the challenge of finding enough skilled people to work for them. They are also struggling to keep their people from leaving and joining bigger call centers, a president of a local organization of small call centers told INQUIRER.net Friday.
The Philippine Call Center Alliance (PhilCall) president Joji Ilagan-Bian admitted in the sidelines of its quarterly round-table event that smaller call center operators that usually have fewer than a hundred seats expect call center agents to seek better paying jobs in bigger operations.
"We accept that truth. That's why we pamper our employees, giving them benefits such as housing," she said, adding that small call centers need to have at least 40 to 50 seats to become viable.
Last year, Ilagan-Bian said that smaller call centers with less than 50 seats can survive in the market.
But in the recent months, she said that seven small call center members have folded and four have diversified into other information technology-related business.
Small call center companies need to invest at least P10 million initially to survive for three months. That amount will allow for 50 seats, she said.
"Smaller call centers don't have access to training and capacity-building. That's why we hold quarterly trainings with all our members. I believe every month one call center closes, but another one opens," she added.
PhilCall is currently hoping to get recognition from bigger organizations like the Business Processing Association of the Philippines and the Call Center Association of the Philippines.
"I hope they would acknowledge us," she said.
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