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By Susan J. Campbell, TMCnet Contributing Editor
Updated November 12, 2008 12:00 AM
In a time of economic distress, there tends to be a rise in the number of people looking for a job. In the contact center industry, there are some organizations that are being forced to cut back, closing locations and eliminating jobs. At the same time, others are enjoying growth and adding new positions, especially those operating contact centers abroad. .
To help prepare those that have never worked in the contact center industry, a group of professionals have put up a training center to help those seeking employment in the business process outsourcing and call center industries.
The Sun.Star Cebu reported that the Enovlink Training Center opened last week in an effort to cater to high school and college graduates, working professionals and parents who are eyeing a contact center career. The center is also available for those who are simply seeking to improve their English proficiency skills.
The labor and cost of logistics in Cebu are a lot cheaper in other countries, said Enovlink chief executive officer Evan Mendoza, in a company statement. We just need to train Filipinos and improve their English to fill up the increasing number of jobs that came with the influx of centers to Cebu.
Enovlink offers such courses as English Language proficiency and Call Center 101, which includes understanding the call center and the American consumers. This particular course also provides job tips, values training, financial management and placement assistance.
According to Mendoza, Enovlink seeks to improve the skills of call center near-hires and other potential applications to ensure there is a steady stream of workforce for business process outsourcing (BPO) companies.
The contact center and BPO industries in the Philippines are on a strong path for growth. The Business Processing Association of the Philippines anticipates the outsourcing and off-shoring industry in the country to create roughly 560,000 jobs and generate roughly $13 billion in revenues in 2010.
Mendoza notes that Cebu is recognized as an emerging outsourcing destination and must be aggressive in improving the English proficiency skills of its residents. The English skills of its workers are the country’s biggest advantage against other potential destinations, including China that boasts of cheap labor and low operation costs.
One Enovlink trainer, Mike Murphy, highlighted that the BPO industry in the country will continue to grow, especially since the financial crisis will prompt many companies in the U.S. to cut costs. The Philippines is considered the optimal choice as Filipinos have great customer skills, excellent English skills and a significant understanding of the western culture.
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