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Corporate culture fuels call center employment retention—ExcelAsia
(Manila, Philippines, March 30, 2009) – While other industries face the challenges of the global financial crisis, business process outsourcing (BPO) service providers are facing what can be called as a “good problem” in light of current layoffs—employee retention. In 2008, attrition rates in the call center industry were pegged at an average of 18% according to the Call Center Association of the Philippines (CCAP).
With the 82% of BPO expecting a positive employment growth rate, companies need to strengthen corporate strategies to attract career hopefuls and retain their people. According to the recently released survey by the Business Processing Association of the Philippines, at least 66% of respondents from the industry expect up to 50% growth in labor requirements.
ExcelAsia President Rita Trillo-Ugarte explains that preventing an unhealthy rise in attrition rates is more than just a matter of monetary compensation. Trillo-Ugarte said that fostering an excellent professional culture is one of the main reasons that motivate people to stay in BPO companies.
“Although salary plays a big role in considering a new job, people also leave because of the culture within the company. Employees’ relationships with their colleagues and management, and potential for career growth increase the possibility that they consider a long-term tenure with a company,” Trillo-Ugarte said. Trillo-Ugarte notes that stress of the hours and requirements in the customer service profession require healthy professional relationships to sustain career growth.
“Call center companies should definitely keep an eye on employee performance and make sure that they are recognized for doing a great job,” Trillo-Ugarte said. “Regular coaching sessions and meetings must be maintained to be updated about employee concerns. The management should definitely try to balance the corporate environment and young workers’ expectations of the job.”
As a recruitment and training company, ExcelAsia screens applicants for call center readiness and equips them not just with the needed technical skills but also with the right professional skills that can help them excel in a call center profession. At present, ExcelAsia continues to recruit and train around 1,500 people monthly in all of its sites nationwide.
“Our trainers emphasize the importance of building good professional relationships with the company,” Trillo-Ugarte added. “It’s really about motivating them to work not just for the compensation but also for stable career growth.”
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(Manila, Philippines, March 30, 2009) – While other industries face the challenges of the global financial crisis, business process outsourcing (BPO) service providers are facing what can be called as a “good problem” in light of current layoffs—employee retention. In 2008, attrition rates in the call center industry were pegged at an average of 18% according to the Call Center Association of the Philippines (CCAP).
With the 82% of BPO expecting a positive employment growth rate, companies need to strengthen corporate strategies to attract career hopefuls and retain their people. According to the recently released survey by the Business Processing Association of the Philippines, at least 66% of respondents from the industry expect up to 50% growth in labor requirements.
ExcelAsia President Rita Trillo-Ugarte explains that preventing an unhealthy rise in attrition rates is more than just a matter of monetary compensation. Trillo-Ugarte said that fostering an excellent professional culture is one of the main reasons that motivate people to stay in BPO companies.
“Although salary plays a big role in considering a new job, people also leave because of the culture within the company. Employees’ relationships with their colleagues and management, and potential for career growth increase the possibility that they consider a long-term tenure with a company,” Trillo-Ugarte said. Trillo-Ugarte notes that stress of the hours and requirements in the customer service profession require healthy professional relationships to sustain career growth.
“Call center companies should definitely keep an eye on employee performance and make sure that they are recognized for doing a great job,” Trillo-Ugarte said. “Regular coaching sessions and meetings must be maintained to be updated about employee concerns. The management should definitely try to balance the corporate environment and young workers’ expectations of the job.”
As a recruitment and training company, ExcelAsia screens applicants for call center readiness and equips them not just with the needed technical skills but also with the right professional skills that can help them excel in a call center profession. At present, ExcelAsia continues to recruit and train around 1,500 people monthly in all of its sites nationwide.
“Our trainers emphasize the importance of building good professional relationships with the company,” Trillo-Ugarte added. “It’s really about motivating them to work not just for the compensation but also for stable career growth.”
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Summer Training for WE College Sponsored Students by ExcelAsia
ExcelAsia kindly provided our student sponsorship program college students the opportunity to participate in its 10-day extensive training geared towards helping job-seekers gain the confidence and skills needed to find employment. http://www.weinternational.org.ph/news/ - ExcelAsia Retains 80% Hit Rate among Near-Hires
Although the business process outsourcing (BPO) industry is expected to grow 20-30% this year, hiring rates remain low, according to the latest survey conducted by the Business Processing Association of the Philippines (BPA/P) and Outsource2Philippines (O2P). - ExcelAsia sites ramp up client recruitment with 1,500 trainees a month
In a recently concluded process outsourcing (BPO) talent development survey released by the Business Process Association of the Philippines (BPA/P), 82% of industry executives project positive growth rate in jobs, with at least 16% expecting an increase of 51-100% in labor requirements for 2009. - Outsourcing Industry Offers Career Opportunities for Laid-Off Employees
Despite increased company retrenchments, the outsourcing sector remains strong and can potentially help laid-off workers find new employment opportunities despite the global economic crisis. - ExcelAsia Partners with Megaworld in New Eastwood Site
Industry-leading human resource solutions firm ExcelAsia forges a new partnership with premiere property developer Megaworld Corporation to open a new recruitment and training site in Eastwood City Cyberpark. ExcelAsia’s newest site will be set up at the e-Commerce Plaza in Eastwood City, Bagumbayan, Quezon City and is scheduled to begin operations in the first quarter of this year. - ExcelAsia Receives Top Vendor Recognition from Citigroup BPS, TELUS Philippines, and IBM Daksh
2008 ended with more awards for industry-leading human resource solutions company ExcelAsia as it collected commendations from existing global business process outsourcing (BPO) clients.
