Ribbon cutting during the International Contact Center Conference 2011. L-R: Dan Reyes, John Langford, Benedict Hernandez, Raffy David, Rep. Sigfrido Tinga, Jojo Uligan, Sen. Edgardo Angara, Butch Valenzuela, and Bong Borja.
CCAP President Benedict Hernandez: “A 15 percent annual growth rate becomes more difficult as the base grows bigger. One of the threats to the development of the Philippine contact center industry is the fact that we are not producing enough people who can qualify for the job. The hiring rate of just 8 percent.”
CCAP Executive Director Jojo Uligan: “On average, a call center has an attrition rate of 60 percent, but 20 percent [out] of this 60 percent leave the industry altogether. This gives us an industry attrition rate of 12 percent, since everyone else merely leaves a [call center] company and moves to another one.”
The CCAP (Contact Center Association of the Philippines) projected that the industry will have 406,000 positions by yearend.
By 2016, total seats are expected to hit 816,000, including the need to replace 98,000 workers quitting the industry on top of hiring 106,000 new employees to support expansion.
“There is great opportunity to grow with global demand, but can we supply the talent? We need to reach at least a 12 percent hiring rate.”
“English teachers are core to the development of the call center industry, but many of our English teachers in our universities are not even qualified to teach this language. Worse, more people are getting hired even without college degrees and some are even requiring only a high school degree.”
Source: Business World Online
Photo by edangara at Flickr.com
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It is imperative to know why the attrition rate is so high and what can be done to reduce it.
In my opinion it does not matter if a contact center agent has a college degree or not. The only thing that counts is can he/she do the job proficiently!