MANILA, Philippines - The workforce of the voice segment of the country’s information technology – business process outsourcing (IT-BPO) sector is expected to increase by 15 percent next year as the industry is showing no signs of slowing down.
The number of workers in the voice sector which remains the biggest sector of the IT-BPO industry is expected to reach 567,000 next year from 493,000 this year.
Benedict Hernandez, president and chief executive officer of the Business Process Outsourcing Center (BPAP) and Contact Center Association of the Philippines (CCAP), said the voice industry remains one of the most dynamic and progressive sectors in the country.
“Its growth in the last six years is at least five times higher than the average employment growth in the country. This means that employment opportunities in the voice industry is more lucrative compared with other industries,” Hernandez stressed.
To ensure the competence of existing and potential voice sector employees, BPAP and CCAP have partnered with government institutions to standardize training programs. Both associations have also forged partnerships with academic institutions to give students the chance to have their internship at partner BPO companies.
As the number one destination in the world for voice services, the Philippines takes pride in the competitive advantage of its Filipino talent pool.
A study released by Global English Corp. early this year revealed that the Philippines is the world’s best country in business English proficiency, ahead of the US.
Contrary to common perception, Aegis senior manager for career and leadership development training Olive Ybañez said the voice sector is not all about excellent communication skills.
“It is not an easy job – not by any stretch. It requires one to learn to be quick, extremely professional, disciplined, analytical and patient. This job does not discriminate based on age, background or looks. Selection and retention are always based on skill. Skill is developed by the willingness to learn and the passion to do a great job every time,” Ybañez said.
However, CCAP executive director Jojo Uligan said the compensation in the voice industry is more attractive than in other industries.
Uligan pointed out that an entry-level position that typically requires a fresh college graduate or undergraduate has a basic monthly salary of about P12,000 to P13,000 or 38 percent higher than the basic minimum of P9,000.
Aside from the competitive salary, the contact center industry is popular among job seekers and those who plan to shift careers because of the benefits and compensation package it offers employees.
Benefits include night-time differentials; paid vacation and sick leaves; health care benefits; on-site sleeping quarters; continuing benefits; in-house training and other career advancement opportunities trainings; company-sponsored activities, among many others.