Call Centers/Struggle to Hold on to Personnel

Friday, August 11, 2006


The fast turnover of personnel remains to be a major concern among call centers in the country.

“Fast turnover (of personnel is) due to shifts in the (work) schedules (of call center agents) because we Filipinos have not fully adjusted to the graveyard shift and time zone difference,” said Department of Labor and Employment (Dole) 7 employment division chief Grace Diaz said.

Diaz said that for Filipinos to be more “globally competitive,” call center agents must “internalize the job.”

But she said Dole 7 has not received any complaints from call center agents working night shifts. “It means they’re alright because they get paid well,” she added.

Above standard

To hold on to personnel, E-telecare Global Solutions provides salaries and incentives above the standards set by the government, said company recruitment specialist Charles Labor.

He said E-telecare’s basic salary is between P10,000 to P12,000 a month.

Night differential is at 30 percent compared to the 10 percent provided by law. The company provides over-time pay of 50 percent of the daily salary, compared to only 25 percent under the law.

“We also have additional perks and benefits,” Labor said.

Safety

Diaz proposed that local governments concerned deploy barangay tanods to ensure the safety of call center personnel, particularly those working late at night.

“Lounging or waiting areas should also be provided for those working at night,” she said.

Labor said E-telecare has lounging areas and transportation to pick up call center agents in designated areas, “especially when there are big rallies, strikes and typhoon.”

Labor, Diaz and Commission on Higher Education (Ched) 7 officials were panelists during the recently held kapihan of the Philippine Information Agency, which tackled the state of the call center industry in Cebu. (MMM)