Call Center Industry In The Philippines, Before And After Global Recession
Call Center Industry In The Philippines, Before And After Global Recession
The call center industry is one of the largest and most successful industry in the Philippines today. What made it successful is its capacity to provide work for the unemployed, basically because of its little requirements as well as easy recruitment process, as well as the number of outsourced companies from other countries which are known to provide very competitive benefits such as with its high salary.
Today, however, the industry have significantly changed due to many recent events, such as global recession and many other problems happening in the Philippines, which caused the industry to take a major downturn. Part of the many changes that happened is with its recruitment processes and requirements
Call center industry before the global recession
The call center industry in the Philippines was known only as providers of email response and managing services. However, their services have significantly changed because of the many outsourced companies that started their businesses here in the Philippines. Part of these new services include customer relations such asSmall Business Answering service, travel services, technical support, education, customer care, and financial services.
However, other than customer relation services, a number of big outsourced companies in the Philippines have also introduced a number of new services which mainly deals with business-to-business processes, as well as big andSmall Business Answering service such as online business to customer support and online business to business support.
And because the need of call center agents were at large, due to the rapid expansion of the call center industry of the Philippines which is also the cause of a number of new companies, local and foreign, building up in the market, the government saw the industry as one of their answers to unemployment. Because of this, the government heavily supported the industry and introduced more foreign companies in the Philippines.
Call center industry after global recession
After the global recession, which left a huge mark in the call center industry of the Philippines, many have changed. 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.
Their recruitment processes have also changed because of the recent events. Although many of these companies may only involveSmall Business Answering service and customer relations, these new recruitment processes introduced a number of ways to select applicants that has the necessary skills and experience for the position.
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