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Do's and Dont's in Hiring Call Center Agents from the Philippines



As the outsourcing industry in the Philippines continues to grow, many companies from all over the world are choosing to hire Filipino call center agents for their call center services. Filipino agents are known for their excellent communication skills, adaptability, and customer-oriented approach. However, it's important to keep in mind certain do's and don'ts when hiring call center agents from the Philippines to ensure that your hiring process is successful.


DO's:

Look for candidates with strong English language skills: One of the biggest advantages of hiring Filipino agents is their fluency in English. However, it's important to ensure that the candidates you're hiring have strong written and verbal communication skills. Make sure that you conduct thorough language assessments during the hiring process to verify their proficiency in English.


Evaluate their experience: When hiring call center agents, it's important to evaluate their previous work experience to determine if they have the skills and knowledge needed for the job. Ask for references and contact their previous employers to verify their work history and performance.


Test their problem-solving skills: Call center agents need to be quick thinkers and able to handle a variety of situations that arise during customer interactions. Conduct a problem-solving exercise during the hiring process to evaluate the candidate's ability to handle difficult situations and find solutions.


Check for cultural fit: Filipino call center agents are known for their friendliness and customer-oriented approach. Make sure that you assess the candidate's cultural fit by evaluating their behavior, attitude, and values during the hiring process.


Consider outsourcing to a reputable call center company: If you're not familiar with the hiring process in the Philippines, consider outsourcing to a reputable call center company like MEBS Call Center PH. They have extensive experience in the industry and can help you find the right candidates for your business.


DON'Ts:

Don't rely solely on academic qualifications: While academic qualifications are important, they don't always reflect a candidate's ability to perform well in a call center environment. Consider other factors like communication skills, work experience, and problem-solving abilities when evaluating candidates.


Don't overlook the importance of cultural training: While Filipino call center agents are known for their friendliness and customer-oriented approach, it's important to provide cultural training to ensure that they understand the culture and customs of the countries they will be serving.


Don't neglect the importance of technology: Call center agents need to be proficient in using technology like computers, phones, and software applications. Make sure that you evaluate the candidate's technical skills during the hiring process.


Don't rush the hiring process: Hiring call center agents is a critical process that requires careful evaluation and consideration. Don't rush the process and take the time to evaluate each candidate thoroughly to ensure that you're making the right hiring decisions.


Don't forget to provide ongoing training and support: Call center agents need ongoing training and support to help them improve their skills and perform their jobs effectively. Make sure that you provide regular training sessions and support to help them succeed.


In conclusion, hiring call center agents from the Philippines can be a great way to improve your customer service and expand your business. However, it's important to keep in mind certain do's and don'ts when hiring to ensure that your hiring process is successful. By following these guidelines and working with a reputable call center company like MEBS Call Center PH, you can find the right candidates for your business and provide excellent customer service to your clients.


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