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News : Spike in Customer Calls Send Call Centers Hiring During Lockdown

#contactcenterworld

Manila, Philippines, May 26, 2020 -- Demand for call center workers bucked a declining trend in job postings during the lockdown of Luzon as the industry sought to answer a surge in phone calls from customers stuck at home.

"They continue to move on and provide jobs," Philip Gioca, country manager of JobStreet Philippines, said at a briefing on Tuesday.

"They also open up opportunities for those with no experience in many cases because these are the candidates that are willing to actually work despite the pandemic," he added.

While growth figures were not provided, there were 22,795 call center job postings for fresh graduates from March 15 to April 30, equivalent to 41% of the total hiring opportunities in the online employment site.

Far in second place were 8,105 government job postings, followed by 4,696 in the education sector. The latter two accounted for 15% and 9% share, respectively.

The data matters as the survey on job placements was conducted during the 45-day enhanced community quarantine of Metro Manila when most business establishments were closed down, which theoretically should have slowed down hiring.

From just the National Capital Region (NCR) in March 15, the lockdown was extended to cover the entire Luzon in March 17 April 30. By May 1, only 10 areas including NCR, Cebu City and Pampanga remained under ECQ, while the rest of the archipelago were placed under more relaxed quarantine rules.

For call centers, which are a crucial part of dollar-earning business process outsourcing (BPO) sector, companies turned to candidates who are "a little less qualified" to meet manpower demand, Gioca said. This, in turn, accelerated the recruitment process.

BPO workers were exempted by the government from quarantine rules so long as their companies provide them shuttle services or accommodation.

"The hirers are also becoming smarter in terms of efficiencies. Now, they can do all the interviews virtually. (BPOs) continue to do that," Gioca said in a press conference streamed through Zoom.

"They continue to trust the candidates despite not seeing them face-to-face," he said.
30-50% drop in job postings

Overall however, at a time of the strict enforcement of the lockdown, JobStreet saw a 30-50% decline in job postings driven mainly by a slump on hiring from small- and –medium enterprises (SMEs) which were among the badly hit sectors of the pandemic.

Government data showed more than 98% of local firms are SMEs and Gioca said "because of their capitalization," which tend to be smaller, these firms lost appetite for hiring at a time they were not earning because of closures.

Hiring activity have started to pick up in May when areas deemed low risk for coronavirus transmissions transitioned out of ECQ to the more relaxed general community quarantine.

"Now that we are in May, we are seeing very good traction now and people are starting to post again," Gioca said, without citing figures.

"When it comes to June, people will start posting their jobs. It's just a good indicator that business is about to start again," he added.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.philstar.com


Today's Tip of the Day - CRM Technology

Read today's tip or listen to it on podcast.

Published: Wednesday, May 27, 2020

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2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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