What You Need to Know Before You Apply for a Call Center Job in the Philippines
Call Center 101
Today, the BPO industry is one of the biggest industries in the Philippines. It provides millions of jobs and is also considered a high paying career. Many are now trying to shift careers due to the high compensation and better benefits offered.
First, we need to understand;
- What is a call center?
- Why are they investing in call centers here in our country?
- What are the usual job positions available and their job descriptions?
What Is a Call Center?
1. A call center is an office where the company communicates to their clients or customers.
Some companies have in-house call centers. These call centers are part of the company itself.
Other companies often contract call center companies here in the Philippines to hire, train, and manage employees that will represent them.
Company X will hire a call center in the Philippines. Company X gives the specifications and requirements to the call center. The call center will now hire, train and manage employees that will represent Company X in communicating with their clients.
What Do Companies Get When They Hire a Call Center?
They save money. The company does not have to buy office equipment, they don't have to use their own facilities, and they don’t need to advertise for the job posting. All they have to do is hire the services of a call center and let them do almost everything.
Furthermore, they save money because they don't have to pay the standard salary in their country. By opening an overseas call center they get lower salary rates for their employees.
For example, a local from the main company's country gets $8-$12 an hour while an overseas call center representative will get $2-$4 an hour only.
And because the call center agents are not directly employed by the company that hired the call center, all benefits that would be given to the agents or representatives will come from the call center company.
What are the Usual Job Positions and Their Descriptions?
Agents (workers) can be inbound or outbound:
- Inbound Agent: This means you as an agent will receive calls and answer them.
- Outbound Agent: This means you are the one who would call customers or clients.
There are several types of specializations:
- Customer Service Representatives address customer or client queries regarding the service or the product they represent.
- Technical Support Representatives address customer or client queries about the technical aspect of a product or a service they represent.
- Sales Representatives offers products or services to clients or potential customers. Basically, they sell stuff.
- Collections Representatives collect payments or unpaid balances from clients or customers from the product or service provided by the company.
- Chat/Email Support (non-voice) Representatives address customer or client queries through chat or e-mail.
Right now there are a lot of different companies offering different positions. Most of the companies here are always open for walk-in applicants.
I hope this sheds some light for those who are interested in becoming part of the call center industry. I have also written tips on applying for call center positions and about how to handle the interview.