Call Center Agent

Salary/Compensation

Call Center Agents in the local labor market receive a salary range of P12-25 thousand (P10,000 for starters and P25,000 for the multi-lingual agents)

Basic Educational Requirement

  • 2-4 years college education in any course;
  • ICT related course is required for technical support staff;
  • Training in the following areas of competency:
    • English Proficiency/Interview Skills
    • Inbound soft skills
      • accent neutralization or accent reduction which is intended to help proficient English speakers speak with a more North American or British accent;
      • oral fluency and accuracy;
      • culture training;
      • customer service; and
      • business writing.
    • Outbound Skills
      • Sales and marketing (Product Training )

Scholarships Available

Scholarship Training Program offered by: TESDA accredited Call Center Companies

Training Programs *

    • Finishing Course for Call Center Agents

    • Duration - 20 hours
      Cost - One on One P6,500 - Group P3,100
      Now You’re Talkin’ Inc. Language and Training Center
      2nd Flr VB Bldg. 807 Aurora Blvd., Cubao, Quezon City 
    • Finishing Course for Call Center Agents NC II

    • Duration - 40 hours in 2 weeks
      Cost - P5,500
      School/Training Institute - American English Skills Development Center, Inc.
      Unit 1605 and 1705 Antel Corporate Center 121 Valero St. Makati City 
    • Finishing Course for Call Center Agents

    • Duration - 2 weeks
      Cost - P3,900
      School/Training Institute - BPO Training Academy
    • Finishing Course for Call Center Agents

    • Cost - P5,000
      Informatics Computer Institute
      Level 5, Bldg. A SM Megamall

Employment Opportunities

There are more job opportunities locally for Call Center Agents than in abroad. Compared to other jobs, Call Center Agents are paid above minimum wage and given other incentives. Education requirements are not tight in call centers as long as you have above average English communication skills. 
Call Center Agents may be employed in the following industries: Wholesale and Retail Trade, Hotels and Restaurants, Transport, Storage and Communication, Financial Intermediation, Real Estate, Renting and Business Activities, and Public Administration and Defense, Compulsory Social Security, and, Other Community, Social and Personal Service Activities.

Prospects for Career Advancement

  • A Call Center Agent with 1-3 years work experience and with supervisory and leadership training can advance to become a Team Leader or Supervisor;
  • Promotion to Middle Manager after 2 -3 years supervisory work experience plus training in business management, account management and project planning.

Nature of Work

The Contact Center industry's workforce is led by Call Center Agents. A Call Center Agent answers all inbound and outbound calls in a professional, friendly and timely manner.

Tasks

  • Handles calls involving inquiries of all types: technical help desk, payment authorization, order taking and fulfillment, complaints, customer service; disputes; transcriptions, requests, sales and billing; and marketing; and
  • Verifies all customer information; documenting all pertinent information; and expected to trouble shoot each call appropriately in order to satisfy customer's request.

Skills and Competencies

  • Good command of the English language, both oral and written;
  • Computer proficiency particularly with reference to typing speed and navigational skills;
  • Knowledge of Order Processing System, Database, Spreadsheet, Word Processing and Internet Software; and
  • Oral & written proficiency in other languages such as Spanish. French, Mandarin, Cantonese, Korean and Japanese is an advantage.

Physical Attributes and Characteristics

  • Customer service-oriented;
  • Willing to work on shifts;
  • Strong organizational skills with attention to details; and
  • Ability to exercise independent judgment.

* Based on 2011 rates.