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BPO Firm Says RP Needs Standardized Training for Competency

by: Karen Cayamanda

Monday, December 7, 2009 | Outsourcing News |

According to Future Perfect Director of Communications Hayley McCarthy, BPO companies in the Philippines must adopt a standardized training program to measure and evaluate competency of BPO workers in order to stay competitive in the outsourcing industry.

“Call centers have specific requirements for communication assessment and training. Currently these are not being adequately met: an over-reliance on school-book approaches and error-counting is threatening the growth of outsourcing in the Philippines,” McCarthy said.

She added that if there is a standardized set of training materials designed to improve the communication skills of call center agents, the country will be more attractive as an ideal destination for BPO services.


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