Economic Life and Routinary Activities of Call Center Agent
Chapter I
INTRODUCTION
In the Philippines, the call center industry has been tagged as the Sunshine Industry by the government because of its massive expansion over the last 10 years. It considered as one of the fastest growing sectors within the economy.
Call centers began in the Philippines as a plain provider of email response and managing service. These have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education customer care, financial services, and online business to customer support and online business to business support.
Wikipedia, one of the websites in the internet puts the definition of a call center agent as an individual who represents a community that intends to purchases a product. It is the person who handles incoming or outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues.
According to European Commission, ICT (Information and Communication Technology) lies in the technology itself and its ability to create greater access to information and communication in underserved populations. Many countries around the world, including Philippines have established group or company of ICTs because it is feared that unless less technologically advanced areas have a chance to catch up, the increasing technological advances in develop nations will only serve to exacerbate the already existing economic gap between technological “have” and “have not” areas. According to the call center Directory of the Philippine Economic Zone Authority (PEZA), the Philippines now has 788 call centers over 20 key locations in the Philippines and one of these is in Cabanatuan City.
However, being call center agent is difficult to deal for. It requires graduate or college levels that are extremely fluent in English. It will take long training process such as phone screening, interviews and examinations. Call center
INTRODUCTION
In the Philippines, the call center industry has been tagged as the Sunshine Industry by the government because of its massive expansion over the last 10 years. It considered as one of the fastest growing sectors within the economy.
Call centers began in the Philippines as a plain provider of email response and managing service. These have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education customer care, financial services, and online business to customer support and online business to business support.
Wikipedia, one of the websites in the internet puts the definition of a call center agent as an individual who represents a community that intends to purchases a product. It is the person who handles incoming or outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues.
According to European Commission, ICT (Information and Communication Technology) lies in the technology itself and its ability to create greater access to information and communication in underserved populations. Many countries around the world, including Philippines have established group or company of ICTs because it is feared that unless less technologically advanced areas have a chance to catch up, the increasing technological advances in develop nations will only serve to exacerbate the already existing economic gap between technological “have” and “have not” areas. According to the call center Directory of the Philippine Economic Zone Authority (PEZA), the Philippines now has 788 call centers over 20 key locations in the Philippines and one of these is in Cabanatuan City.
However, being call center agent is difficult to deal for. It requires graduate or college levels that are extremely fluent in English. It will take long training process such as phone screening, interviews and examinations. Call center