What You Need to Know Before You Apply for a Call Center Job in the Philippines

Updated on August 24, 2017

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.

For example:

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.

What kind of agent are you?

What do you prefer?

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What is your specialization?

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    • profile image

      danny 3 months ago

      thanks for the information it helps a lot more power.

    • profile image

      Jess 4 months ago

      Thank you very much for giving us some tips. This will help us a lot :)

    • profile image

      Jean Corcoro 12 months ago

      thank you for the tips....

    • profile image

      Chuna bitoon 17 months ago

      Thank you for giving me more ideas and knowledge about a call center agents ,, this could help me a lot ... Thank you for this all knowledge .. May god bless u all ..

    • profile image

      ella marie franco 2 years ago

      thank you for the informations and details about this job .. i know this thing really help to know better what call center means and on how to apply this job .. im just trying to apply call center together with my friends ' hope we can carry it ' godblesss .. i love call center !

    • profile image

      Elsa Driza Alnas 2 years ago

      Thanks for the information. It is a big help for me that I don't have a call center expereince yet. Trying to apply for a call center career job.

    • profile image

      jofrey regala 2 years ago

      i want call center.!

    • profile image

      jho Guña 2 years ago

      It's really big help and tips for me. Thanks a lot.

    • profile image

      mae ordonez 2 years ago

      thank you! these things really help me for my plan to apply in a call center..

    • profile image

      wayncruz 3 years ago

      these things could really help me in the near future,mostly in applying as call center agent....thank you!

    • profile image

      Abdul 3 years ago

      Од 22 November, 2012 - 9:09 amThank you for sharing seprub informations. Your web-site is so cool. I'm impressed by the details that you've on this website. It reveals how nicely you understand this subject. Bookmarked this website page, will come back for extra articles. You, my pal, ROCK! I found simply the info I already searched all over the place and just couldn't come across. What a great web site.

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      miameenad@yahoo.com 3 years ago

      thanks for posting this tips its really help me this is my first time to apply!

    • profile image

      raycherrylynne.faundo@yahoo.com 3 years ago

      Useful! :)

    • profile image

      yoursoDeep 3 years ago

      thanks a lot sir. its my first time applying on a job. it realy helps me a lot.

    • profile image

      james 3 years ago

      thank you. :)

    • profile image

      Jerome 4 years ago

      Thanks! It'll help me a lot.

    • profile image

      jenelynchavez121@yahoo.com.ph 4 years ago

      thank you so much for posting this tips for an applicant like me. You are a great help.

    • profile image

      kim 4 years ago

      thank you . It really helps me :)

    • profile image

      Joyce 4 years ago

      Thank you so much.. You will be the first to inform if I get hired..;)

    • profile image

      marie 5 years ago

      thanks so much for this really helps a lot.

    • profile image

      analyn29 6 years ago

      thanks for the tips