One Step Ahead In The Talent War Across Call Centers In Manila

Came across this interesting article on LinkedIn. I’m always curious about that people are saying about how to have success with recruiting, because its perhaps the top challenges in my industry.

Recruiting good call center agents in Manila has got to be one of the hardest requirements to fill anywhere on the globe right now. Awhile back I came up with a formula for what makes up a good call center agent, and not the just the surface skills, but he core competencies. Here is what I see:

  • Conversational English (20%) – Conversations follow rules of etiquette because conversations are social interactions, and therefore depend on social convention.
  • Customer Service (20%) – Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.
  • Technical Training (20%) – Instruction to help agents use the systems and personal computers on which they are dependent to get their daily work done.
  • Product Knowledge (20%) – An understanding of a good or service that might include having acquired information about its application, function, features, use and support requirements.
  • Work Ethics (20%) – A strong work ethic is vital to a company achieving its goals. An example of someone with work ethic is a person who gets to work on time every day and always works long days to get the job done.

Of these, the hardest to teach is the fifth one, work ethic. So to me 5 ways to look for strong work ethic in a candidate are similar to the ones listed in the LinkedIn article. They are:

  1. Recruiting at events is more the just showing our brand, but our story out there. It’s a crowded field and we are just one, small voice. But it’s a enchanting story that get people excited about working with us.
  2. We too lean on Referrals for a high % of our new hires. There is nothing better than an endorsement for the job from someone doing the job.
  3. Internships/OJT/Trainees let us see how they work and letting them see what its like to work with my team. Great way to make sure it’s a good fit from both ends.
  4. Looking locally at schools and outside the industry places like retail and service jobs to attract new talent to the industry. The industry is full of job hoppers and money chasers, so going for them is not a good option.
  5. Staying in touch by sending newsletters, inviting to trainings, text blasts is important to us. Staying top of mind and keep telling our story.

So there you, go that’s how we are helping companies stay ahead of the game when it comes to the talent war going on in the call center industry in the Philippines right now.


I am currently working on a book dedicated to helping HR & Recruitment professionals in the Philippines. The book should be ready by early 2017. In the meantime, you can check out my latest work, Putting Your Data to Work, for an overview of how to get started with analytics in your business. Connect with me and I will show you how to get a copy of my fast selling analytics guidebook.

HR & Recruitment Analytics – The recruitment and retention of top talent is the biggest challenge facing just about every organization. DMAIPH is a leading expert in empowering HR & Recruitment teams with analytics techniques to optimize their talent acquisition and management processes. Contact DMAIPH now at or connect with me directly to learn how to get more analytics in your HR & Recruitment process so you can rise to the top in the ever quickening demand for top talent.


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