The new program, dubbed as Global Contact Center Training (GCCT), is aimed at increasing the global competitiveness of local call centers by providing an internationally accepted certification in contact center training for aspiring and practicing industry workers.
CCS International, one of the pioneers in the call center industry, has provided a world-class curriculum for the program.
Asia Pacific College, an educational partnership of SM Foundation and IBM Phils., is supporting the growth of the industry through training to provide qualified manpower who can service outsourcing from English-speaking countries like the United States.
Claudia Schlesinger, CCSI managing director, believes in the country’s potential to excel in the industry. "Filipinos are very adept in English. And the Philippines has a dedicated workforce who wants to go places and is not afraid of hard work," she said during the recent launch of the GCCT program.
"We, at CCSI, are very excited about the opportunity to be seen as a player that will fast-track the industry here in the Philippines by producing an educated workforce," she added.
Currently, the Philippines has over 10,000 customer service representatives (CSRs), and Schlesinger is optimistic that more clients will tap the services of local call centers.
Recent reports disclosed that in the United States alone, there are 1.5 million call center seats that could be outsourced.
"With the right foundation of skills in place, the Philippines is in a stronger position to become a major player in English-speaking markets, able to offer competitive pricing and high-quality service. Once the standards here are equal, if not better, the Philippines will win more contracts. This country is positioned perfectly toward the Western market," Schlesinger said.
The training program starts mid-April at Asia Pacific College, No. 3 Humabon Place, Magallanes Village (tel. nos. 852-9670 to 71).