To bring in more qualified employees to work in the industry, a call center training company was built to work on improving the Cebuanos’ speaking and comprehension skills. According to a lawyer named Aileen Therese Bernadas-Cabalda, vice president for legal affairs of Enovlink Training Center (ETC), top clientele in US would really want excellent customer care. It will not be hard for Filipinos to be caring because we are hospitable by nature. All we need to do is to improve our comprehension skills and learn to minimize our accents.

ETC, a Cebu-based performance and improvement company provides to the wants of business process outsourcing companies. It was opened recently this month at Angelica building along Osmeña Boulevard, Cebu City. It has 12 students at present. Cebu ranked first in the promising outsourcing city, the quality of its talents who enter the call center industry is slowly becoming depressing. Only three out of the 100 call center applicants get hired by top call center companies. With this frightening trend, the creation of Enovlink happened. The company’s goal is to improve English proficiency among prospective call center employees and to uphold financial literacy and good values.

Mentioning a study released for publication in late 2007 by the consulting group IDC for the BPO enterprise Accenture, the Business Process Association of the Philippines (BPAP) declared the Australian market for business process outsourcing (BPO) operations could increase from $3.8 billion in 2010.

The mention study foretold growth in outsourcing in finance and accounting, human resources and training, procurement and costumer is estimated to increase at a compounded annual growth rate (CAGR) of 12 percent to $2.47 billion by 2010, the human resource service market will increase at a CAGR of 9 percent to $1.591 billion, customer care section at a CAGR of 15 percent to $833 million, and procurement outsourcing at a CAGR of 18 percent to $354 million.

Datamonitor have reported UK as the most expensive location to have a contact centre, specifically in Netherlands and France.

Furthermore, there are disadvantages aside from its expensive. Peter Ryan, head of contact centre outsourcing analysis at Datamonitor said that suppliers are facing problems when it comes to recruitment of the staff. People are also unwilling to work over an extended period of time. The price per agent per hour is really expensive in UK, unlike in Columbia, Philippines and India.