Contact center specialists are always required to adhere to customer service best practices.
A contact center specialist is what we typically know as a call center agent or representative. Contact center specialists have a wide range of expertise. Unlike the traditional call center agents, these people also handle different communication channels aside from voice calls. Furthermore, they are also experts in managing customer related services, telemarketing, billing, and collections.
The contact center industry in the Philippines is among the fastest growing sectors in the Business Process Outsourcing (BPO) industry. Over the past years, the country has become the top-choice offshoring destination for foreign companies.
Average salary of a contact center specialist in the Philippines
A lot of foreign and local investors choose to outsource their contact center in the Philippines not just because of cost efficiency alone. Filipinos are known to be fluent in speaking the English language. The country also has a high literacy rate averaging to 91.6 % as of 2019. In terms of work ethics, Filipinos are highly professional, easy to work with, and they can also be taught easily.
Foreign companies are able to save on their overhead and salary costs when offshoring to the country. This is due to the fact that the Philippines is a developing country and has a low cost of living unlike other well-developed countries.
As per employment website Indeed, here are some examples of the average base salaries per month for this kind of job:
- Customer support representative: 23,881 php / per month
- Telemarketer: 20,581 php / per month
- Customer care specialist: 19,378 php / per month
Aside from the given numbers above, BPO companies also provide their staff with allowances, incentives, medical benefits, and annual bonuses.
Contact center specialist’s duties and responsibilities
A contact center specialist performs a variety of tasks. These people also handle different customer issues and requests daily. On a typical day, a contact center specialist is managing:
- Performing inbound and outbound calls.
- Responding to emails, SMS, and live chat.
- Answering support tickets that are sent via web form.
A contact center specialist may also handle any of the following job responsibilities:
- Appointment bookings and reservations
- Inbound and outbound sales
- Technical support
- Bill collections
- Customer complaints
- Account upgrades and closures
- Telemarketing
Contact center specialists are always required to adhere to customer service best practices. They have to make sure that the customers are happy and satisfied with their customer service experience. More so, in terms of phone calls, they are usually given a specific time frame to answer each call. In most cases, other BPO companies require a specific number of calls for each staff per day.
