New Recruitment Process Of Call Center Agencies In The Philippines

The call center industry is considered as one of the largest and fastest-growing industry in the Philippines. Though the industry was first introduced plainly as a response and managing services, it industry rapidly grew to include a number of new services, particularly with customer relation services including travel services, technical support, education, and customer care. According to many experts, this growth was fueled by Outsource Call Center agencies from other countries as well as the support of the government in this industry.

Many have said that this industry was one of the many solutions to the growing problem in unemployment. However, according to many Filipinos, applying for as a call center agent was easier in the past. Because of new companies, and new Outsource Call Center agencies in the Philippines, this also introduced a number of new recruitment and training processes.

New recruitment and training process for call center agents
According to many Filipinos that experienced a call center's recruitment process, it had significantly changed due to a much higher demand, particularly for many companies such as Sykes, People Support, and Convergys. This is because, other than just providing services such as customer care or support, many of which have now moved to a more business oriented calls such as financial services, business to customer support, online business to business support.

The typical new process of recruitment in these companies today includes a step by step process. This may include (but not limited to): Phone screening, initial interview, examination, and final interview.

Phone screening
In phone screening, this involves determining an applicant's voice quality over the phone and how the applicant responds to a call. According to many Filipinos, this involves quick thinking as well as proficiency in English. After the phone screening, an initial interview would then be applied. This is done either by the company's own human resource department or another outsource staffing firm to test the speaking skills, (the later part being the most common among Outsource Call Center agencies) attitude and how confident the applicant responds to questions.

Initial interview and examination
After the initial interview, an examination will then be applied. This is to test the applicant's aptitude and emotional quotient. Other examination include computer proficiency tests as well as computer-based call simulations. The first three process are usually done in a day. If the applicant passed the first and second process, then they would be eligible for the final process, which is the final interview.

Final interview and training
In a final interview, an applicant would then be interviewed by the board or managers. This is done to assess the applicant's customer service, technical, or sales skills. According to many Filipinos, the final interview is the most crucial part of the process. If the applicant succeeds in all recruitment process, the applicant would then undergo an extensive training, which could last for 2 weeks to a month, depending on the company.
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