Quantcast
Article Index |Advertise | Mobile | RSS | Wireless | Newsletter | Archive | Corrections | Syndication | Contact us | About Us| Services
 
  Breaking News :    
Advertisement
Inquirer Mobile
Radio on Inquirer.net

INQUIRER ALERT
Get the free INQUIRER newsletter
Enter your email address:




 
Infotech Type Size: (+) (-)
You are here: Home > Technology > Infotech

  ARTICLE SERVICES      
     Reprint this article     Print this article  
    Send Feedback  
    Post a comment   Share  

  RELATED STORIES  




 OTHER COLUMNS


imns



New HR methods improve hiring in call centers

By Alexander Villafania
INQUIRER.net
First Posted 12:34:00 07/28/2009

Filed Under: business process outsourcing (BPO)

MANILA, Philippines ? The contact center industry is one of the biggest industries that hire IT workers in the Philippines. An estimated 275,000 people are currently hired and growth rate is touted at 15 percent every year.

Hiring in the Philippines remains high especially since fresh graduates make up about 80 percent of new recruits, according to Contact Center Association of the Philippines (CCAP) president Benedict Hernandez.

?Among the strengths of Filipino call center agents are strong English skills, higher education, and better people interaction skills. We also have strong US cultural affinity,? Hernandez said during CCAP's recent industry conference.

However, call centers continue to experience recruitment problems.

Surprisingly, the industry?s hiring ratio is only about eight out of every 100 applicants, according to a CCAP. That equates to more than 324,000 being rejected every year.

CCAP has been working with the Business Process Association of the Philippines (BPAP) and the Coordinating Council of Private Educational Associations (COCOPEA) to increase the skills of potential employees.

The project, called Academe Partnerships for Language Training (AdEPT) aims to work with private schools in training students who want to have a career in the contact center industry.

The goal is to produce 13,500 graduates and increase hiring rate by as much as 20 percent.


Mentoring to reduce attrition

Aside from a low hiring ratio, the call center industry continues to suffer from a high attrition rate, estimated by CCAP at 57 percent.

But this is still lower than in India, considered the industry pioneer, where attrition rate is about 80 percent.

Donna Grande, Dell Philippines human resource director, said mentoring is one of the key factors in keeping people within the company.

Similar to an academic setting, mentoring in the contact center business means employees are provided with a coach to oversee professional development.

?By giving access to skills and tools, employees will be able to develop themselves professionally and actually become more productive,? Grande said.

A challenge for contact center companies is drawing crowds of applicants. With the industry?s hiring capacity rising at least 15 percent annually, the gap between demand for workers and supply becomes wider.

Penny Bongato, human resource director for outsourced back office provider Logica Philippines, said demand for people in the contact center industry is at 60,000 while only 12,000 are hired. Still, she said a bigger challenge is finding the right applicants for the right jobs.

Citing studies, Bongato said potential hires look for more than just hire pay but rather a better working environment where they can feel they are in a profession.

Bongato also said that companies must also know the skills they are looking for in a company such as service orientation, communication, problem solving, work ethics and values aligned with the company values.

?Make the most of talent. Set high expectations and train to meet those expectations. Our employees have the desire to learn and grow,? Bongato said.



Copyright 2014 INQUIRER.net. All rights reserved. This material may not be published, broadcast, rewritten or redistributed.


Share

RELATED STORIES:

OTHER STORIES:

COLUMNS:

  ^ Back to top

© Copyright 2001-2014 INQUIRER.net, An INQUIRER Company

The INQUIRER Network: HOME | NEWS | SPORTS | SHOWBIZ & STYLE | TECHNOLOGY | BUSINESS | OPINION | GLOBAL NATION | Site Map
Services: Advertise | Buy Content | Wireless | Newsletter | Low Graphics | Search / Archive | Article Index | Contact us
The INQUIRER Company: About the Inquirer | User Agreement | Link Policy | Privacy Policy

Advertisement
Inquirer Mobile
Property Guide
DZIQ 990
Jobmarket Online
Inquirer VDO