MANILA, Philippines - Thousands of Filipino students graduate annually and they will all aim at attaining their dream jobs. The Commission on Higher Education (CHED) is expecting over 550,000 students to graduate in 2013, hence, over 500,000 more people will be added to the work force.
An industry that is often overlooked by graduates in the Philippines or to some is considered an interim job is the Business Process Outsourcing (BPO). Ironically, the BPO industry is a highly stable and fulfilling industry to work in.
“A career in the BPO industry, particularly in the contact center, should not be considered as a stop-gap job for graduates waiting for their dream career,†explains Marilyn Ventenilla, communications and marketing manager of Teleperformance Philippines, the leading global provider of outsourced customer experience management services. “There are full-time and long-term careers in this industry. This can even be a dream job. We have employees at Teleperformance who started as customer service representatives and rose to become top managers.â€
“A contact center job is not just about taking calls or managing logs day in and day out. What people need to realize is that this is a client service job, much like public relations or personal banking, for example, which can be equally challenging and fulfilling,†Ventenilla adds.
Ventenilla shares a few tips on necessary skills to equip yourself and help you land a career in the BPO and contact center industry:
• Don’t take your studies for granted. There seems to be a notion that having a degree doesn’t matter if you plan on having a career in the contact center industry. In fact, it’s the opposite – your degree will help set you apart from the others. For instance, nursing graduates will be best suited for our healthcare accounts, and business graduates for financial advisers.
• Check your communication skills; practice makes perfect. If you believe you need that “American twang†to get accepted, then you should think otherwise. In fact, the neutral accent Filipinos have is what gives them the edge over competitors from other countries. If you’re not so confident with your ability to speak English, immerse yourself in the language and continue to learn more. This will also help you prepare reports, deliver effective presentations and ultimately, get your message across.
• Have a “can-do†attitude. Be positive and the fruits of hard work will pay off. BPO companies offer salary packages that are well above the minimum wage and rewards and bonuses are given to those who work even harder.
• Dream and aspire for something big. One should be aggressive and have the hunger to excel and climb the corporate ladder. The BPO and contact center industries offer diverse opportunities for career advancement and talent development. People who are keen on harnessing their skills to bring value to customers can take advantage of these opportunities.
• Be patient and resilient. When dealing with all sorts of customers with different languages and cultural backgrounds, it is essential that you possess the patience and resiliency needed to survive this demanding job.
• Be tactful and professional. As part of a multi-national company, it is essential that employees have that sense of tactfulness and professionalism. This includes dressing up, responding to email and calls in a business manner.
“These skills are inherent to Filipinos, and this is one of the reasons why contact center companies are thriving in the Philippines,†says Ventenilla. “It is just a matter of tapping and honing these skills and you’re good to go. Moreover, contact centers have skill set trainings and will give you all the help you need to be successful. We, at Teleperformance, are here to help you build a progressive career in a world-class organization,†Ventenilla concludes.