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  October 15, 2013: 31,000 Scholars Get Trained for Contact Center Jobs

A total of 31,000 Filipinos found a fresh start in the contact center industry after undergoing additional training in communication skills and customer service through a scholarship program that trains “near hires” or individuals who nearly qualified for job posts.
The Contact Center Association of the Philippines (CCAP), the umbrella organization of nearly 100 contact centers in the country that currently employ more than 500,000 contact center professionals, said its TESDA Work For Scholarship Program (TWSP), a partnership with the state agency Technical Education Skills Development Authority (TESDA), has produced a total of 43,235 graduates in 2012. Of these, 73 percent or 31,350 eventually landed jobs in contact centers, CCAP said.
“The Philippines remains as be the world’s destination of choice for contact center work and expanding our pool of qualified individuals will continue to be an ongoing undertaking by the industry,” said CCAP president Benedict Hernandez.
The industry’s annual growth of 15 to 18 percent requires tens of thousands of new job posts to be filled each year. To meet the huge manpower requirement, contact centers screen thousands of applicants but only 8 percent eventually qualify for employment. Some of those who fail to make the cut – called “near hires” — require additional training in communication and customer service.
To help convert these “near hires” into qualified contact center professionals, CCAP partnered with the government for much-needed skills enhancement on a ten-day training program in 110 TESDA-accredited training centers. As its private sector contribution, CCAP funded its own scholarship program, in cooperation with its partner training centers, and has so far sent 100 scholars in Cebu for training. This private sector-funded program will continue to send more scholars in the coming months.
“CCAP has launched this new scholarship program as a private sector commitment to jobs generation,” said Hernandez. “We have extended a hundred scholarship slots through two training facilities we have engaged: the Call Center Academy Cebu and Excel Asia Cebu.”

Source: Manila Bulletin - October 15, 2013

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