Thursday, July 03, 2008 BPO group raises need to improve training, English skills of Filipinos
STAKEHOLDERS in the business process outsourcing (BPO) industry confirmed that the industry has benefited from the recession of the United States (US) economy.
“It is an opportunity for the Philippines since companies (in the US) tend to cut down on the non-essentials,” said lawyer Jamea Garcia, executive director of the Business Processing Association of the Philippines (BPAP) during a JobsDB.com business forum held in Cebu recently.
“Non-essentials” are services of a company that can be outsourced, like customer service and technical support.
Garcia said, though, that the country needs to improve the quality of its work force to fill vacancies in BPO companies.
“Any form of help is encouraged,” said Garcia, citing the growing number of call center academies and training centers all over the country.
She added that any training company that can help an applicant qualify for a job in BPO companies is welcomed by the group, although there are already some training centers that are members of BPAP.
Jayjay Viray, country manager of JobsDB, said training companies that do not deliver what is expected of them can be made liable.
“Tesda (Technical Education and Skills Development Authority) will attend to complaints,” she added.
BPAP has identified weak command of the English language by graduates as one of the challenges facing the industry.
Andrew King, country manager for IDP Australia, said the lack of superior English skills should be addressed if “the country (Philippines) wants to maintain a hold on the BPO industry.”
King was one of the panels invited during the last Tourism Congress held last week. His company, IDP Australia, administers International English Language Testing System exams.
King said that one way to address the problem is by simplifying English teaching in schools.
“Don’t use complex words when there are simpler terms available,” he said, adding that schools should also teach conversational English.
Based on the examinations IDP Australia has conducted, King noted that Filipinos have a tendency to use high level or academic English.
The reduction of English cartoons and news programs in Philippine television has also affected the quality of English speakers, he observed.
King said, though, that the entry of call centers in Cebu has improved English communication in the city.
He added that people should not take speaking in English with American accent by call center employees as an “attack on culture,” since it is but a company requirement. (DME)
