‘Contact center industry is for passionate professionals’

Contact center firms like Pilipinas Teleserv provide growth opportunities to IT-BPM employees

(Manila, Philippines, July 16, 2013) — While most workplaces offer fun jobs and attractive starting salaries to would-be employees, Pilipinas Teleserv, a 100-percent Filipino-owned contact center company located in Quiapo, Manila, prides itself in giving employees diverse opportunities to climb the corporate ladder and a work environment that values fair practice as its top priority.

“Most agents in the industry are new so they start out a little raw,” explains Raffy David, marketing director of Pilipinas Teleserv and a director of the Contact Center Association of the Philippines (CCAP). “As they progress, however, they mature very quickly. The industry is a metric-driven job, helping influence our employees to grow and be more responsible. In the process, they learn more about themselves and develop many skills along the way.”

As the world’s number one provider of voice services worldwide, the Philippine contact center industry considers its 497,000-strong work force as its competitive edge. These highly-competent contact center professionals deliver an array of services to global clients.

Proud to be a contact center professional

Established in the year 2000, Pilipinas Teleserv now has “a good mix of 1,300 employees, a roster of clients which includes both public and private customers, 24-hour operations and clients from both local and international establishments,” David says. He also highlighted the unique role of Pilipinas Teleserv in serving government clients. “We have a very Filipino touch,” he says.

Experienced Pilipinas Teleserv employees Ella Orbasido and Kristina Daniela Carlos are among those who deliver this unique Pinoy touch to clients of the Department of Foreign Affairs (DFA) Passport Appointment System and National Statistics Office (NSO) Helpline.

A simple lass from Samar and the eldest among a brood of seven, Ella went to Manila in search of a job to help her provide for her family. Joining Pilipinas Teleserv as a customer care agent, she worked hard and showed superiors that she capably handled clients’ concerns. Two years into the job, Ella was promoted to shift supervisor.

“What I enjoy most in this job is that I was able to cultivate many skills,” Ella says. As shift supervisor, her job is to manage other customer care officers and liaise with clients. “Being in this kind of work environment taught me how to multi-task, organize and improve my communication skills.”

Ella has been helping her parents send her six siblings through school. “My younger sibling just recently graduated from college,” she shares. “There’s nothing more satisfying than seeing your family live a more comfortable life because of a job that you love.”

Kristina, on the other hand, acknowledges her job for bringing out the best in her and boosting her confidence in talking and dealing with people. “Being a customer care agent helped me learn how to deal with people more effectively. It’s something that you pick up when you get used to talking to different kinds of clients and callers,” says Kristina, an education major who has been with the company for four years. “Jobs in the contact center industry are not limited to a specific course or job background. Everyone can secure a good job here.”

David explains that although the industry is favored because of its high starting salary, contact center professionals stay because of the highly productive environment and growth opportunities. “If you want someone to work hard, you have to give them something in return. You don’t short-change them. They need to satisfy the customer, but we also owe employees an opportunity to go up.”

To uphold the quality of its workforce, Pilipinas Teleserv only recruits and trains college graduates.” A certain amount of maturity is needed to finish a college degree. It also creates a calmer work environment for everyone,” David says. “We have metrics to measure productivity on everything. That’s why we encourage our team to stay only for their eight hours and to refrain from going over time.”

Over the past few years, contact center companies have increased in popularity as seen through the many hopeful applicants lining up to be part of the industry. Despite this, only 10 out of 100 applicants are hired.

“English proficiency can get our graduates a foot in the door, but they will need a few other skill sets to keep them ahead of the local, as well as global, competition,” says Penny Bongato, executive director for Talent Development of the Information Technology and Business Process Association of the Philippines (IBPAP). “The IT-BPM sector is stepping up its game and ensuring that both the current and future workforce is equipped with the right competencies for the industry.”

According to David, “Growth can certainly be found in the industry. Anyone can go far here if they are passionate enough. They can’t come into the industry saying that they’re just going to try. They need to be focused and dedicated to their job.”

About the Contact Center Association of the Philippines (CCAP)
The Contact Center Association of the Philippines (CCAP) is the official organization of contact centers in the Philippines. Its mission is to promote the Philippines as the country of choice for contact center services, develop professional standards and practices, organize learning and networking events, and work with various stakeholders to further the industry’s contribution to the national economy and strengthen its market position worldwide.

About the Information Technology and Business Process Association of the Philippines (IBPAP)
The Information Technology and Business Process Association of the Philippines (IBPAP) is the enabling association for the information technology and business process management (IT-BPM) industry in the Philippines. IBPAP serves as the one-stop information and advocacy gateway for the industry. With approximately 300 industry and support-industry members, including five associations—the Animation Council of the Philippines, Inc., Contact Center Association of the Philippines, Game Developers Association of the Philippines, Healthcare Information Management Outsourcing Association of the Philippines, and Philippine Software Industry Association—IBPAP plays a pivotal role in sustaining rapid growth of the IT-BPM industry by working to ensure an enduring supply of high-quality labor, supporting service innovation, and providing country visibility.

IBPAP assists investors in setting up operations easily and quickly in the Philippines. Relevant research, introductions to key government and industry officials, and a series of briefings at each step of the investment process ensure a seamless development process. Ongoing support is provided through a wide variety of initiatives, including programs for HR development, business development, knowledge sharing, and networking opportunities.