An outsourcing industry will now be able to train potential group of talents by using its new call center training facility. Since BPO stockholders are concerned about the increasing inadequate supply of competent call center agents, a new progress in call center industry should be developed.

Enovlink Training Center (ETC) is located at the 3rd floor of the Angelica Building in Osmeña Boulevard. It operates to provide professional career enrichment and conducts trainings to help improve performance to easily hire call center applicants who are interested to get the job and those who became unsuccessful to get a job in the industry.  Dr. Evan Mendoza, chief executive officer of the training center said that the call center opportunities in Cebu have huge demand. The demand will continue to increase but the main problem is we don’t have the capability to fill up the needed position since only few applicants are qualified.

Some applicants got the potential but in someway additional training and change of attitude is needed. Enovlink Training Center offers some courses that will the applicants get better. These are English Language proficiency and fluency, accent reduction, call center 101, customer service training, and job placement assistance. They also give financial management trainings and confidence improvement training. The time frame for the training is two and a half weeks, i.e. equivalent to 100 hours in accordance to the requirements of TESDA which will cost them P4,000.

Jing Escaño, VP for marketing and communications stated that they know the requirements needed for call center agents, their trainors are experienced enough working in the industry. They have high hit rates so trainees will surely get the job. He also said that after a month of operation, the company will start to accept enrolees, most of them are mothers.  In addition, undergraduate trainees and degree holders who are jobless and those who are looking for greener career opportunities in the call center industry are accepted in Enovlink Training Center.

At present, Enovlink Training Center has established ties and partnerships with major call center companies in Cebu such as Sykes, Western Watts, Icomm. Soon they will deliver graduates for pooling in other major firms. Mike Murphy who oversaw the Philippine operation of Convergys in 2003 said that the Philippines is indeed a place for outsourcing. Since Filipinos’ personality is well-suited to work in the industry because they have cultural awareness of the Western world. Training centers like Enovlink will be useful for the industry to provide applicants the skills required by the industry. To be able to compete in the global arena, Cebu must supply the high demand in the call center business so that investors will not decide to leave and go somewhere else. [via]