The Contact Center industry's workforce is led
by Call Center Agents. A Call Center Agent answers all inbound and outbound
calls in a professional, friendly and timely manner.
Tasks
Handle calls involving inquiries of all
types; technical help desk; payment authorization; order taking and
fulfillment; complaints; customer service; disputes; transcriptions, requests,
sales and billing; and marketing.
Responsible for verifying all customer
information; documenting all pertinent information; and expected to trouble
shoot each call appropriately in order to satisfy customer's request.
Basic Educational & Training Requirements
2-4 years college education in any course;
ICT related course is required for technical
support staff;
Training in the following areas of
competency:
English Proficiency/Interview Skills
Inbound soft skills
accent neutralization or accent
reduction which is intended to help proficient English speakers speak with
a more North American or British accent
oral fluency and accuracy
culture training
customer service
business writing
Outbound Skills
Sales and marketing (Product Training )
Skills and Competencies
Good command of the English language, both
oral and written;
Computer proficiency particularly with
reference to typing speed and navigational skills;
Knowledge of Order Processing System,
Database, Spreadsheet, Word Processing and Internet Software;
Oral & written proficiency in other
languages such as Spanish. French, Mandarin, Cantonese, Korean and Japanese is
an advantage .
Physical Attributes and Characteristics
Customer service-oriented;
Willing to work on shifts;
Strong organizational skills with attention
to details; ability to exercise independent judgement.
Salary/Compensation
P10-25 thousand (P10,000 for starters and
P25,000 for the multi-lingual agents)
Prospects for Career Advancement
A Call Center Agent with 1-3 years work
experience and with supervisory and leadership training can advance to become
a Team Leader or Supervisor;
Promotion to Middle Manager after 2 -3 years
supervisory work experience plus training in business management, account
management and project planning.
Employment Opportunities
Some 98,332 new jobs will be made available
for Call Center Agents over the period 2007 - 2010, or an average of 24,583
job openings a year.
Scholarships Available
PGMA Scholarship Program offered by :
TESDA accredited Call Center Companies
Training Programs *
Finishing Course for Call Center Agents
Duration - 100 hours
Cost - P5,000
School/Training Institute - BPO Training Academy
Source: Bureau of Local
Employment, Manila, Philippines.
