Philippine HR still a concern

Philippine HR still a concern, callcentres.net research shows

While Philippine agents are staying longer with their employers, the country’s contact centre HR is still concern, according to new research from callcentres.net.

According to Sydney-based callcentres.net’s newly released 2008 Asian Contact Centre Industry Benchmarking Report, the Philippine agent attrition rate has dropped down from 18% to 15% in the last year. “We are seeing some improvement with agent tenure in the Philippines increasing steadily, with the average time an agent remains working in a centre now around 22 months, up from 18 months,” said callcentres.net president Dr Catriona Wallace. The study also projected the industry to increase by 23 percent in capacity, or around 129,000 seats this year.

But Wallace said the local contact centre industry must continue to address its HR challenges, including attrition. “HR remains a critical challenge … where is the industry recruiting and where it will find the right skills?” she said. The research, sponsored by Autonomy etalk and Genesys, involved interviewing 539 contact centre executives representing 2,488 contact centres and 259,699 contact centre seats across Asia, including 87 in the Philippines.