The Philippines remains as a top Business Process Outsourcing (BPO) destination for the estimated $150-billion business process outsourcing industry. 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, online business-to-client support, and online business-to-business support.
Nature of Work: Call center agents deal with customers via phone, Internet, email and instant messaging. They are handling a variety of functions including customer service, technical support, telesales and customer contact.
Among the basic tasks a typical call center agent does are the following:
Obtains client information by answering phone calls, interviewing customers, and verifying information.
Determines eligibility by comparing client information to requirements.
Establishes policies by entering client information and confirming pricing.
Informs customers by explaining procedures, answering questions, providing information.
Maintains communication equipment by reporting problems.
Maintains and improves quality results by adhering to standards and guidelines and recommending improved procedures.
Updates job knowledge by studying new product descriptions and participating in educational opportunities.
Accomplishes sales and organization mission by completing related results as needed.
Here are the skills every call center agent must have to excel:
Excellent oral and written communication and interpersonal skills
Ability to multi-task in a fast-paced, high-volume environment
Excellent problem-solving skills
Strong systems skills
Ability to learn, retain and apply large amounts of product, procedure, policy and system information
Ability to meet established productivity, effectiveness, training, sales and quality goals.
Ability to accept and incorporate constructive feedback to improve performance
Must be patient and courteous
Willingness to help peers
Good team player
Education and Training Requirements:
Must have at least college level or graduate of 2-year vocational course.
Must have at least 1 to3-year experience in a call center industry.
Employment Opportunities: There are more job opportunities locally for call center agents than abroad. Compared to other jobs, call center agents are paid above minimum wage and given other incentives.
Salary Information: Call center agents in the local labor market receives a salary range of P12,000 to P25,000 each month. (P10,000 for starters and P25,000 for the multi-lingual agents.)
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