IT Matters | Manila, Philippines | Monday, September 8, 2003
Call center creates jobs for northern and central Luzon
-- Pamela Y. OngMore job opportunities in the customer relations management (CRM) services industry are now being generated outside of Metro Manila. One reason for this is the presence of call center operations located at the Clark Special Economic Zone (CSEZ) in Pampanga.
The ecozone serves as a hub for employment opportunities for young professionals coming in from Central Luzon including the provinces of Pampanga, La Union and Pangasinan.
Cyber City Teleservices, Ltd. vice-chairman Warren H. Golden in a recent interview said that the company's call center in Clark is designed to support 2160 seats. Currently the company operates 600 seats, which is expected to increase by 50% by next month to 900 as construction for the additional 300 seats are under way.
Cyber City, which operates direct voice communication between customers, employs 2000 personnel as of this year, approximately 1400 of which are call center agents. In 2000, Cyber City only employed 80 personnel.
Along with America Online (AOL), Cyber City is a pioneer in the e-commerce industry in the Clark Ecozone having started its operations in 1999. The call center facilities are housed in the former military barracks, which have been renovated and rebuilt to support the technology driven industry.Last September 1, 2003, U.S Ambassador to the Philippines Francis J. Ricciardone visited the Cyber City facilities to recognize the company's efforts in addressing the English language proficiency problem through its campus style work environment.
Prior to employment, all prospective employees have to undergo training at the Cyber City International School (CCIS) and affiliated schools in the region.TRAINING
The CCIS Educational Foundation, Inc. is composed of affiliated schools nationwide including the Cagayan State University in Tuguegarao City and Ateneo de Naga University in Naga City.
According to Mr. Golden, the Global Call Center Education Program is a two-week course that highlights on teaching the American accent, call center speech, selling and technical skills and understanding the American psyche.
The two-week program is offered in the affiliated schools while a further two-week training course will have to be undergone at the Cyber City facilities in Clark, which involve client-specific training.
The program aims to help prospective call center employees to understand and utilize their skills in order to become successful professionals.
Cyber City expects growth following the expansion of its facilities in Clark. The company also plans to expand to other major cities in the country, said Mr. Golden.
