Attitude...a small word that makes a big difference
Filipinos are more devoted in satisfying customers - this was a statement
made by Jon Kaplan, who is an American information technology specialist who
also stressed that Philippines is a big option for an outsourcing
destination of transnational companies engaged in the contact center
business.
Philippines has once again been tagged as one of the favorite offshore
destinations of foreign investors in the outsourcing business because of the
workers' positive working habits which include being hard working and
hospitable. it was an edge over other asian countries notably India.
Though India is said to have the lowest among all asian nations in terms of
employment cost, the Philippines is stil being chosen because of the fact
that Filipinos are better in satisfying customer needs aside from having the
highest English proficiency rate in Asia and needless to say, having a close
affinity with the western language.
According to some experts, it is really not just the cost that matters but
also communication expertise and attitude towards work of the agents as
well. In the States, call center agents there treat their job as more than
it while here in the Philippines, it is treated with more time annd effort.
With this, it is predicted that the call center industry will generatte as
much as 75 to 100 percent growth every year which would outdo India's 50
percent inflation every year.
However, The Philippine call center industry still have to be close
acquainted with the American laws regulating the function af contact centers
to be able to constantly practice quality in serving the customers and
observe high standards and to advance programs guide the agents efficiently
on career paths to boost the growth of the company.
With these, more jobseekers especially college graduates will be benefitted
by this inflation for the necessity for more contact center agents in the
Philippines. It was cited by president Gloria Macapagal Arroyo that the
extraordinary growth of the industry of the contact center and also the
business process outsourcing is a huge factor in achieving the goal of the
government to provide thousands or millions of jobs to throng of unemployed
Filipinos.
Though, the president cited as well that these prospective job seeekers in
the call center industry must strongly possess such abilities and attitude a
call center agent must have including: the capability to speak the English
language very well and the ability to communicate or deal with different
kinds of people especially foreigners considering transnational culture
while in the business process outsourcing must be efficient in accounting
and short-hand for transcription purposes.
In the past, there were only about 2,000 workers in the call center and
business process outsourcing. But with the advancements made from the
infrastructure, the call center and business process outsourcing grew to an
escalating 50,000 agents and being doubled every year.
The president also noted that there is a powerful confidence of
transnational investors in the local business climate because her
administration has strong pact with the other nations particularly the
United States.
With this, it is evident that hardwork and admirable attitude is a key to
opening the gate for success and Filipinos do possess good working ATTITUDE-
a small word, that makes a big difference.
