Call Center Philippines

BPO Firms Urged to Adopt Competency Standards

The Philippines is undoubtedly one of the most popular BPO destinations in the world. The country’s highly educated and skilled workforce make the Philippines very appealing to companies who wish to outsource core and non-core services offshore. Call centers usually have specific requirements for training and communication assessment when hiring voice agents. However, some industry experts are saying that not all of these requirements are being met because of school-book approaches and error-counting practices within BPO firms. If these current practices are not remedied, then it’s possible that the growth of the outsourcing industry in the country will be hindered greatly. An official from a BPO consultancy firm says this can be solved by implementing several practices in place of the current ones.

The Philippine BPO industry will benefit immensely if it adopts common standards in hiring, training and measuring competency among the industry’s workforce, says Hayley McCarthy, Future Perfect director of communications. Currently, call centers might be turning away good communicators and hiring poor ones instead because of the inferior recruitment standards they employ. These assessments don’t often relate to quality scores. Several problems that call centers experience such as customer satisfaction issues can’t be resolved by trainers using school-book approaches. The suggested improvement to the current standards will hopefully address such problems by changing the training and assessment practices currently in place.




More on BusinessMirror’s article via The Outsource Blog