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Thursday, September 21, 2006
Body backs call v. pirating of call center agents
By Reynaldo G. Navales
CLARK ECOZONE -- The Metro Clark Advisory Council (Mcac) on Wednesday expressed support to the call of Cyber City to stop the culture of pirating call center representatives (CSRs) or technology support workers.
Mcac chairman and Mabalacat Mayor Marino Morales said the pirating of CSRs is not beneficial to the campaign of the multimillion-peso call center industry.
The body has called on call centers in the country to stop pirating the limited sources of workers and instead support a centralized school for prospective CSRs to be trained and employed by firms.
The Clark Investors and Locators Association (Cila) earlier threw its support to the call of Cyber City.
Call Centers in Manila are offering a sign-up bonus between P30,000 and P50,000 to qualified applicants who have already wide experience in the call center industry as CSRs.
Cyber City, the biggest pioneering call center provider in the Clark Special Economic Zone (CSEZ), has called on its competitors to stop the culture of pirating CSRs and instead support their program to provide training to potential applicants for CSR or "technology support" workers.
George Sorio, senior executive vice president of Cyber City, in a previous meeting with local-based newsmen, admitted that the high attrition rate of 80 percent among call centers in Manila and the habit of pirating CSRs might result in the collapse of the industry.
Sorio also said that the decline in the English proficiency of Filipino students and new graduates had also contributed to the all-time low rate of three to five percent of applicants being hired among call centers. For every 100 applicants, only three or five are accepted.
Call Centers in the Philippines are trying to entice long-time CSRs by offering a signing bonus of P30,000 to P50,000 per worker, Sorio also claimed.
Sorio said Cyber City, which has around 2,500 workers in Clark ecozone, is bent on providing a training program for prospective CSR applicants to make them more competitive in the global market.
Cyber City is hiring an additional 800 CSRs and technical support workers.
A centralized learning school for prospective applicants inside the Clark economic zone will be able to tap potential CSR applicants, trained them and find them employment among other call centers in the country.
"This way, the culture of pirating CSRs will be eradicated. At the same time, new workers will have the chance to join the industry," said Sorio.
(September 21, 2006 issue)
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