The Benefits of Call Centers in the Philippines: A Comprehensive Guide to Becoming an Agent

The Business Process Outsourcing (BPO) industry in the Philippines has seen significant growth over the years, attracting fresh graduates and professionals seeking a career shift with its attractive benefits and competitive starting salaries. One of the main attractions is the benefits of call centers in the Philippines. The role demands flexibility with shifting schedules, patience in dealing with customers, and the ability to thrive under pressure.

This article covers all you need to know to become a Philippine call center representative. It discusses call center agents, their jobs, training, and working conditions. It also includes a step-by-step approach to becoming a call center agent, including tips on communication, resumes, interviews, and exams.

Call center agents earn above-minimum wages and have personal and professional growth prospects, despite the hurdles. Before entering this field, examine your priorities, values, and well-being. The information in this article will assist you in deciding to become a Philippine call center representative.

Salary: The average salary for a call center agent in the Philippines depends on the company’s location, the account assigned, and the difficulty of the job function. Manila-based call center agents without experience start at 22,500 per month. The average salary for all call center agents, including those with experience, is ₱26,500.

Types of Call Center Agents: Inbound Agents receive and answer calls, Outbound Agents make calls to consumers or clients, and Blended Agents do both. Specialized responsibilities include Chat/Email Support, Collections, Customer Service, Sales, and Technical Support.

Training Process: The training consists of initial/basic training in a classroom setting where recruits learn the basics of the job. This is followed by a nesting period where recruits handle calls and apply their knowledge. The nesting period can be overwhelming, especially for those with zero call center experience.

 Working Setup: On-site and remote work are allowed. Agents must visit the company’s physical sites in the on-site setup, however working from home improves work-life balance. Both setups demand 8-hour days.

Benefits: Benefits may include Health Management Organizations (HMO) Insurance that covers hospital fees for the agent and their dependents, monetary incentives for outstanding performance, hired referrals, short-selling and complete attendance, free shuttle services, paid training, and free sleeping quarters. Check the BPO company’s benefits before applying.

Call center work in the Philippines is rewarding but demands patience and dedication. Schedules change frequently, making client service difficult. It may be a rewarding job with the right mindset and preparation.

Polishing Communication Skills: The first checkpoint on the road to becoming a call center agent involves a self-assessment of one’s English communication skills, both verbal and written. Aspiring agents can sharpen their skills through various methods, such as watching video tutorials, reading grammar books, and practicing English conversation.

Crafting the Perfect Resume: A resume is a personal marketing tool, that highlights an individual’s communication skills, past customer service experience, and ability to do well in a fast-paced environment. It should also include relevant educational background and work experience.

Scouting for Job Opportunities: The hunt for call center job openings can be conducted through various channels, including job posting websites, company websites, and social media platforms.

Submitting Applications: The application process varies by company, with some accepting online applications and others welcoming walk-ins. Online applications typically involve filling out a form and uploading a resume, while walk-ins require a physical copy of the resume and readiness for a potential immediate interview.

Navigating Interviews and Exams: Shortlisted applicants are invited for an interview, which could be conducted over the phone or in person. Some companies also administer exams to evaluate applicants’ language proficiency and problem-solving abilities.

Fulfilling Requirements: Successful interviewees are then required to complete particular prerequisites, which may include a medical examination, background check, and submission of necessary documents such as SSS number, Pag-IBIG number, PhilHealth number, TIN, and NBI Clearance.

Embarking on Training: The training phase begins upon completion of all requirements. This typically involves classroom instruction on the company’s products or services, customer service basics, and software systems. Following the classroom training is a nesting period, where trainees handle calls under supervision.

Take note that these stages may vary by organization and job. So, it’s best to learn the company’s application process.

Night Owls Welcome: Call center work often means becoming a creature of the night. If you’re a day person, this could mean a big lifestyle switch, so be ready!

Flexible Schedules Ahead: In the call center world, your work schedule might be as changeable as the weather. It’s all about being adaptable and ready to juggle your personal life around your work hours.

Master the Art of Patience: You’ll sometimes meet customers having a bad day as a call center agent. Maintaining your call even when someone on the other line isn’t is an excellent way to tackle the situation. 

Brace for Pressure: The call center environment can be as intense as a high-speed chase, with daily targets and office politics adding to the adrenaline rush. Be prepared to handle the heat!

Dress for Winter in the Office: Call centers are often kept cool to keep the computers from getting too hot. So, remember to pack a cozy sweater or jacket to keep you warm while you work.

Keep Expectations Real: While a call center job can fill your pockets, it’s not always a bed of roses. You might face challenges like slow career growth, strict accounts or clients, or even unfair treatment from bosses.

Boost Your Communication Skills: Speaking English well is a must for call center agents. Use resources like video tutorials, grammar books, and online dictionaries to polish your language skills.

Polish Your Resume: A top-notch resume is your ticket to an interview, especially if you’re new. Highlight your communication skills, ability to stay calm under pressure, eye for detail, and knack for persuasion.

Remember, becoming a call center agent is a marathon, not a sprint. It requires mental toughness and emotional strength. So, take a moment to think about your priorities, values, and well-being before you take the plunge into this field.

Embarking on a career as a call center agent in the Philippines can be rewarding, offering competitive salaries, comprehensive benefits, and opportunities for personal and professional growth. One of the main reasons many are attracted to this profession is the benefits of call centers in the Philippines. However, being a call center agent requires resilience, adaptability, and a commitment to continuous learning and improvement.

If you’re considering this career path, take the time to research and understand what the role entails thoroughly. Remember, success in this field is about meeting targets and developing strong communication skills, building relationships, and providing excellent customer service.

If you’re ready to take the next step, consider applying to a reputable company like SupportZebra. With a commitment to providing excellent service and a supportive work environment, SupportZebra could be the perfect place to start your call center career. Visit their website, browse their job postings, and create a rewarding call center career.

Keep in mind that every journey starts with a single step. Take that step today.