The demand for BPO agents is acute in countries like the Philippines. The shortage of workers to fill up vacancies in the call centers is so serious that the Labor Minister of the country has urged the young students to join the business process outsourcing firms. He feels that it would be better for them to work in their own country rather than in USA or Europe. The Minister also made it clear that working in the telemarketing industry will be a better idea for them than the other alternative sources of employment. These assertions by a frontline politico make it clear that telemarketing services is the preferred industry for the government of Philippines. In fact, the initiative of the government is the primary reason why investors are finding this region a preferred location.
There are different tiers of employment in the call center. Tier 1 would consist of the crack team of telemarketing agents. They are the experienced ones who have the right skill and experience to handle the projects that your BPO takes up. They are like the elite team that comprises the best resources available to the company. Tier 1 agents are always placed on the peak hours to handle customer service or make lead generation calls on premiere beats. Their targets are stiffer than the others because they are the ones who will contribute more to the company. They are paid better than their peers. Tier 1 employees are expected to take the heat off the other agents, so that they can work without much of exertion. It is this tier that is most difficult to fill up when left vacant.
Call center managers often have to look around with much care to populate the Tier 1 category. That is when the telemarketing company finds the going tough. Graduates and fresh recruits cannot be picked up for Tier 1. There is a lot of difference between training rooms and actual customer service desks. On the job, the agent has to be doubly careful about the work that they are doing. There are many different quips and measures that no training room can teach you. You have to pick those up on the job. With experience, the lower tiers can graduate into Tier 1 agents. It is the prerogative of the BPO management to create the right kind of bench strength. Team leaders and supervisors must be able to create opportunities for agents to grow as professionals.
The demand of manpower in call centers is reflective of the fact that there are plenty of projects in the pipeline. Telemarketing projects had dried up sometime back because of the recession. But business firms are back on their feet again. They have money to invest in customer service and lead generation. This has sparked off a steady influx of projects at the call centers. That is the reason why there is a need for agents at telemarketing services. Moreover, the need for quality call center services demands quality manpower.
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