Philippine call center hiring: What recruiters look for in applicants

Philippine call center hiring: What recruiters look for in applicants

OABPO Blog Team Published on March 26, 2014

Philippine-call-center-
Philippine call center companies never seem to seize their hiring activities, especially now that the country’s business process outsourcing (BPO) industry is undergoing an immense growth. They have been preparing for expansions and addressing the heightened demand for voice services by conducting mass recruitments, but only a few applicants make the cut. In fact, the IT and Business Process Association of the Philippines (IBPAP) admitted that out of every 100 entry-level applicants, only nine are deemed fit for call center work, while 20 to 40 would need to undergo training, and the rest gets sent home.

IBPAP blamed the applicants’ lack of call center experience and skills for the low passing rate. What are these skills that recruiters look for in the most ideal candidate?

Verbal communication skills

Philippine-call-center--

As call center jobs are voice-based, it’s only natural for recruiters to notice candidates who can articulate their thoughts and deliver messages in a conversational but friendly manner. Call center hopefuls must have a knack for words and comprehensible accent, as they will mostly be assigned to accounts catering to Western customers.

Empathy

No matter how great a speaker the applicant is, he can’t be a good call center agent if he doesn’t have the ability to empathize with callers. He should not only relay instructions effectively but also exude courteousness while building rapport.

Sense of teamwork

Philippine call center firms are composed of teams that are assigned to different accounts or given different responsibilities. Each team has a collective goal that can only be achieved with every member’s participation. Thus, an ideal call center representative must work well with others and recognize his responsibility to deliver for his team.

IT knowledge

Even if the position the applicant is applying for doesn t require troubleshooting or technical support, the candidate should possess at least basic IT knowledge and familiarity with Internet functions. The ability to operate a computer and call equipment would be a great help, as these are the tools that a successful hire would use on the job.

Decision-making skills

Philippine-call-center---

Common call center positions such customer service representative and technical support agent deal with different kinds of customers with different types of problems on a daily basis. It’s part of their duty to come up with an effective solution to the called-in issue and keep composure while doing so.

Hence, call center agents must have a personal directive to either transfer the call to a more capable higher-up or hang up if the caller is being unreasonably abusive.

Landing a call center position is a rewarding opportunity, as the Philippine call center sector is among the highest-paying industries in the country. As call centers in the Philippine promise a bright career path and competitive compensation packages, applicants must likewise show promise and potential to be noticed by call center recruiters.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO5 hours ago
As much as your brand wants to give your customers a great experience, there are times when you really have to say no to their requests. For #CallCenter agents who are trained to always delight the customer, having to say "no" can be difficult.

Here are 5 tips for letting down your customers gently without ruining their entire #BrandExperience: https://buff.ly/3VuHqR6

----------
Choose an #outsourcing company that values customer service and brand retention: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CallCenterTips
Open Access BPO
Open Access BPO2 days ago
The holiday season is one of the busiest times for most businesses and deal-seeking consumers.

Between the onslaught of online shoppers, the potential issues you might run into, and possible internal concerns, is your brand ready to handle the holiday rush?

Here's how outsourcing can ensure a satisfying #CustomerExperience during the holidays: https://buff.ly/3XTgDzB

-
-
• How a 24/7 Call Center Handles a High Call Volume During the Holidays
https://buff.ly/3B9bkCq

• Outsourcing to Beat the eCommerce Holiday Shopping Rush
https://buff.ly/3FqlDEC

• UI Tune-Up: A Customer Service Must-Do for the Holidays
https://buff.ly/3XYPiMj

• 5 Ways to Boost Customer Satisfaction This Holiday Season
https://buff.ly/3FooIoE

• 4 Major Flops that Could Happen Over the Holidays
https://buff.ly/3FmdfWL

• How Can Philippine Call Centers Motivate Agents After the Holidays?
https://buff.ly/3XOlmmd

• Top Five Business Tasks To Outsource During The Holiday Season | via Forbes
https://buff.ly/3B9bkSW

----------
Partner with a #multilingual #CX expert trusted by global brands for their 24/7 support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#ecommerce #OnllineRetail
#OnlineShopping #HolidayShopping
#CustomerSupport #CustomerService
Open Access BPO
Open Access BPO7 days ago
If you think it has become harder to make your customers happy these past couple of decades, you're right.

Here are the 5 reasons why making customers happy—and keeping them that way—has become an even more demanding task: https://buff.ly/3APNZFN

----------
Start improving your customer retention and brand loyalty: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CX #CustomerExperience
Open Access BPO
Open Access BPO2 weeks ago
#BlackFriday and #CyberMonday are the biggest holiday shopping events in the US, with millions of consumers eagerly waiting to snatch up season-exclusive discounts and special deals.

To provide the best #OnlineShopping experience possible, #ecommerce brands and their outsourced support teams spend months devising #CustomerSupport strategies.

Here are a few notable stats about these shopping holidays.

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
Employee self-care is everyone's personal responsibility. Ensuring it involves maintaining health and wellbeing, enabling employees to prevent and manage work-related stress.

Here are helpful ways to ensure employee self-care: https://buff.ly/3EDhOdP

----------
We empower our employees to create #CustomerExperiences for your customers. Outsource with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO
Open Access BPO2 weeks ago
Employee self-care is everyone's personal responsibility. Ensuring it involves maintaining health and wellbeing and enables employees to prevent and manage work-related stress.

Here are helpful ways to ensure employee self-care: https://buff.ly/3EDhOdP

----------
We empower our employees to create #CustomerExperiences for your customers. Outsource with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO