This gives you a snapshot of the lifestyle and common traits of a Filipino call center agent. This will also help supervisors get some insight on how to manage your agents.
Filipinos have been known to be hospitable, accommodating, and also have a hard time saying "no". Education is important and most agents have graduated from college, usually from a well known university. The age bracket would be 21 to 30, which speaks of a young breed of aggressive, talented and sometimes fickle minded people. Most would fit in a customer service environment.
Lifestyle
Because they are young, they are happy being with friends and party almost every weekend. They love to rant about their experiences, on and off the phone. They tend to spend their money too quickly. You will see them flocking to malls and they love “out-of-town” trips with team mates.
What drives them?
It's simple. Either they get motivated by getting financial incentives or presenting them a stable roadmap to more education and career growth. They are happy working as a group, so focus on getting them involved in activities as a team.
Overall, it is all good. But, like any center in the world, there are bad apples in the bunch.
The only thing about the reps who have a hard time saying no, and I find this in all the countries we outsource to (maybe that says more about the outsource contracts than about the reps?), is that they will say "yes" to almost anything. This raises customer expectations to a level that can't possibly be met, and the result is not pretty. Maybe you can blog about this someday.
Posted by: Cathi Kent | September 9, 2006 10:10 AM | Permalink to Comment