“The English usage in the Philippines is in a sorry state: it only enjoys a proficiency rate of 1 to 3 per cent among college graduates—the primary reason for low acceptance rates in call centers—and while it is recognized as the medium of instruction in most colleges and universities, it is equally acceptable to use Filipino in other subjects. Moreover, English usage rarely finds itself outside of the classroom.”
- Paul Catiang, John Clements
I interview applicants in our center quite often for different positions. I walk the floor and do spot checks and today, we have our own campaign to ensure that everybody in the center speaks English. We reward teams and departments for “catching” someone speaking our native language.
Though this is successful, I believe that we should show Sesame Street in our break rooms and play English shows instead. It worked for a lot of our pioneers in the industry; it should work beautifully for the rest of the pack.
Some may view this as “losing our national identity”, but I look at it as an extra skill to be more competitive in the international market. We not only learn another language, we get the chance to communicate to a wider audience and expand our thinking process.
Let's turn up the volume and learn more!
» Highest Agent Attrition: Nursing Students and Workers from CallCenterScript
A pattern has emerged. When we analyzed the attrition reports, we've noticed there were more nursing students who either went on AWOL after training or after 6 months. When we talked to some of them during the exit interviews, they... [Read More]
Tracked on: February 24, 2008 4:26 PM | Permalink to Trackback