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US Performance Consulting Group and Transnational Diversified
Group (TDG) of the Philippines said Tuesday their
joint-venture contact center, ePerformax, will conduct
in-house training for call-center applicants in its
Global Communications & Management Academy (GCMA).
In a
press briefing, TDG said GCMA’s training is intended to
meet the strict requirement of the business process
outsourcing (BPO) industry.
“The
country is in need of quality call-center agents,” said
Robbie Delgado, chairman of TDG after GCMA’s ribbon
cutting ceremony held Tuesday at the Pacific Star
Building in Makati.
Delgado
said GCMA’s 30 trainers will initially train future
call-center professionals for nine weeks on verbal and
written English. He said those who will excel in the
initial training and qualify for leadership position
will undergo another week of management training.
Teresa
Hartsaw, president and CEO of ePerformax, said the
academy will benefit people on national and global
perspective.
“This [GCMA]
will bring new generation of Filipinos to the doors of
global career,” Hartsaw said adding that training
program will qualify them in job in the Philippines and
at the same time make them “globally competitive.”
She also
said ePerformax’s training center is not keen on
training “hoppers,” referring to agents jumping from one
company to another.
Instead,
it will focus on applicants who only need short training
on the basics of leadership and management.
In
setting up the academy, Hartsaw said ePerformax aimed to
further develop Filipinos’ speaking and comprehension
skills in English without the aid of scripts to make the
Philippines the number one outsourcing destination in
the world.
Asked if
the academy is the answer to the industry’s
high-attrition rates, Hartsaw said:” With less than 4
percent a month, we are better in the overall industry,”
assured Hartsaw.
e-Performax
has allocated $4.5 million for its ongoing expansion
program. Of the amount, it will spend $700,000, or
P31.50 million, for the academy.
With
its ongoing expansion in two locations, GCMA hires 100
call agents a week to meet a 3,500-seat capacity by the
end of 2008. Company officials said, will soon rise in
Cebu. |
