• C3: Redefining the call center agent mindset


    The second quarter of 2013 unleashed thousands of potential new hires into the work force. Among the top employers in the Philippines that provides job opportunities is the business process outsourcing (BPO) industry, which steadily continues to grow. Reports released by the Department of Transportation and Communications (DOTC) in early 2012 revealed that the Philippines had already dislodged India as the top provider of the BPO industry, with a record of “350,000 call center agents in 2011 compared to the 300,000 of India,” the DOTC data showed.

    One company that aims to accommodate the rising demand for BPO services is the Customer Contact Channels (C3), a global BPO company, which seeks to be the most refreshing contact center provider fueled by the expertise, experience and stability of its founders and officers.

    “It all boils down to what you do, who you work for and who you work with. Here, we are all culture-oriented. Love is all around,” quipped operations director Kevin Urrutia, while touring guests recently around the center’s facilities in Taguig City, Metro Manila.

    “You have to be an innate people person. Plus you need to be naturally happy, energetic, fun, engaged and involved. Otherwise, if you lack most of these qualities, you’ll end up feeling ‘forced’ to come to work if your heart is not there in the first place,” added Urrutia.

    Best practices
    In a country where call centers have sprouted like virtual mushrooms all over the archipelago, good pay with benefits, for starters, can make an agent choose to stay. C3 offers above-industry-standard benefits to its employees and is constantly outfitting its human relations policies to fit the needs of its workforce.

    “C3 is one extended family structure. As such, we literally practice the open door policy. So everyone can talk with anyone directly; from a floor agent or colleague to the company president, without the need of an appointment.”

    In the hierarchy of factors that equate to loyalty, the sense of belonging to a group or unit ranks high among long-staying workers. C3 is a company that values its employees above all, with full support for their training and skills development in order to be successful agents and representatives of the enterprise.

    C3 is one of the fastest growing BPOs to date, as evidenced by an ever-increasing human resource inventory and the escalating confidence of its serviced clientele that has more than doubled its contracts with the company since business relations began. C3’s other international locations include Guatemala in Central America; Glasgow, Scotland and Sofia, Bulgaria in Europe; and Dalian, China and Mumbai, India in Asia. Its U.S. locations are in Idaho, Utah, Arizona, Oklahoma and Texas, with headquarters located in Plantation, near Miami, Florida.

    For more information, visit www.c3connect.com and http://jobs.c3connect.com/manila.


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