Are call center training schools really producing candidates for the various small or large call center companies around the country with inadequate skills for promotion? Is the Philippines creating a population akin to factory workers of decades ago hype? Is the call center industry in the verge of imploding because of the increasing cost of training only entry level people, driving the cost of outsourcing in the Philippines higher?

My personal answer to all three questions is yes – many call center agents enter the corporate world without the right skills to succumb not only the graveyard shift but to tackle organizational ponderings. These entry-level employees are just like the thousands of factory workers of the past that did robotic tasks day in, day out. Today, the call center agents are like parrots, mimicking scripts rather than understanding their work and their role. In fact, many call center agents do not even finish college because call center companies started accepting undergraduates years back. Teens and the Yuppies would rather get a paycheck than finish their studies. That’s a sad realization today. At least before, factory workers worked without achieving a college degree simply because they couldn’t afford to pay tuition.

But, let me throw a question that may change the entire call center education landscape. What if there is a technology that could allow training schools more courses to teach besides just the usual lessons on becoming a good call center agent? What if this technology can give colleges and universities the chance to create a call center degree, exactly what the computer revolution of the 60’s and 70’s created multitudes of degrees in computer science starting in the 70’s and the 80’s.

Today, there aren’t enough retirees from the call center industry to provide a big pool of professors capable of teaching the entire process cycle of call center operations. A few managers have resigned because of burn out and you don’t want those kinds of people teaching kids a future career with angst and complains. I believe technology may provide a means to create new and better coursewares beyond the norm of just training a Filipino to be a call center agent. If the schools were given access to a good call center technology, then it can creatively position their students to become graduating professionals capable of providing skills and knowhow beyond the existing entry-level training system and allow call center companies to easily integrate these new human resources into their organizations without having to spend too much on organizational development, post-agent skills and a lot of coaching and mentoring –  just to explain what kind of career the agent can have.

Call center agents of the past

So, rather than stick with the norm and continue producing factory workers for the call center industry, why not start creating call center professionals who will be prepared for a call center career? Not just a job but a real career in the call center. When these new graduates enter the call center company, they already know how it operates because they were taught several hands-on courses on each of the job position in a typical call center organization. Everyone can teach theory but if there is no practical approach to experience the real world, it may not correctly benefit the students. For someone educated in this new way, they may now know exactly what kind of role they want to pursue after being hired as an agent. A few may have decided that in 5 or 10 years from now, they want to manage a specific kind of department. Isn’t this better than exerting a mountain of effort in developing a neophyte call center employee who’s education had nothing to do with the other aspects of the call center organization? Won’t it benefit the companies to lower their cost of training and organizational development because agents already have a general idea and basic hands-on skill to handle other kinds of work past their entry-level agent job?

If you are managing a training institution or a school department that currently provides short courses on how to be a call center agent, and are interested in this technology that can allow you to produce better graduates, contact me and let’s talk about what this technology can do for you and your school.

If you are managing a college or university that’s thinking of incorporating call center courses but do not know how to start it off or what to offer, contact me and let’s talk about how this technology can create a new kind of educational offering to the public.

If you are an entrepreneur geared towards setting up an academic institution but have no idea what kind of call center courses you’d like to offer or begin with, contact me and let’s talk about this technology that can spur your creativity to begin something others have not yet even thought about.

My foreign principals have agreed to provide the academic establishment of the Philippines “FREE” use of their call center solution. This “Corporate Social Responsibility” is not being offered elsewhere – they have agreed to spin it off “first” in the Philippines. The corporate entity is not a fly-by-night organization but a robust and financially stable North American company whose management team are very familiar with the Philippines. Some of them been in the country several times in the past marketing and supporting other call center solutions. This is not like a Microsoft deal where schools are given huge discounts – it is free without any fine print attached to it. The only thing they ask is that schools will use it for call center training to benefit the academic community and the call center industry in the Philippines.

Please note that I am a “Country Representative” of the North American technology company, which means they have no physical and corporate presence in the Philippines other than myself as their sole representative. So, if you ask for my time to meet with you and present the matter of this free technology, I can do so at my availability and convenient location. Rest assured my intention and that of my principals is to propel the Philippines beyond today’s factory worker training style of call center agents and make the country the best location for call center outsourcing in the region, if not the world. To do this, it has to begin with real education. That’s where you come in. That’s your role. So, let’s help each other.

It’s been a roller coaster ride from childishness to maturity and fatherhood. I’ve had good successes and disappointing failures. Many of these have affected acquaintances, friends and family. Life is such that you fall down, get up and continue where you left off. Regardless of the gains and pitfalls, life is still good – and I am luckier than many in the world who have a lot less and suffer more.

I love technology, having started my work interests in the field of computers when display monitors was a roll of paper, the keyboard looked and felt like a typewriter, and saving your files meant punching holes on a long roll of paper. Today, we have the means to telecommute and sit in coffee shops while we surf the world wide web. That’s the span of my experience and love of technology.

I enjoyed the challenges and education of the workplace, and the constant movements between organizational people who muster strategies and instructions on what best to do to achieve the ideal profit. I love collaboration and coordination, managing projects, creating new and better ways to do things, daydreaming of ambitious programs that will better a small part of the business or the larger picture. From staff to supervision, management to directing. At one point, I was a one-man department where I prided myself to be able to gain access and support from people belonging to other teams and departments, and succeed in delivering my expected results. Recently, I ventured into entrepreneurship and learned many lessons on how “not” to do things.

I envision a good lifestyle, from fashion to good living standards and the eccentricities of the upper social network that I can share erstwhile to my wife and children. Of course, it’s still a vision that needs to be fulfilled. Though money is not something you bring to your grave or after-life, it is a means to provide others a better life than what you had.

I love having idols in life and business machinations. The movers and the shakers who takes your breath away when their experiences are shared and their knowledge exchanged with you. I continue to add more idols in my life as I continue meeting, experiencing and adapting the best traits I learn from these idols. It’s even much better if your idol is your personal friend or acquaintance – the experience is more livid.

But, life goes on and life is good. God still continues to be part of my being and the way I deliver myself to others. I have been a devout Catholic since childbirth and even if I opened up to be introduced to other types of faiths, I still came back to my Catholic upbringing; and I am very proud of that. I love God as I love people around me, even if others do not understand and misunderstand my love. As humans, it is very important to continue loving others so that we can say, “life is good!”

Now, it’s time to share. Inspired freedom to share my experiences, my ideals, my thoughts, my ideas and my hopes. I once read a book whose title was “Hope Is Not A Method.” True. Don’t make it a method but continue to hope for the best and plot the method to which you could achieve your aspirations in life. And I “hope” I will succeed in my words that it may be able to help you in you path in life, where “life is good!”

Maybe, your management team is seriously contemplating setting up a business center – an internal call center – to spearhead a full-blown marketing campaign aimed to destroy competition and capture your market once and for all?

Are you a managing director of a small or mid-sized center looking for a better way of doing things so that the speed of executing a client’s campaign is less than a day and the resulting issues will completely vanish?

Could you be the CFO or the business development head of a “larger than mid-size” call center seeking a solution to accept more campaigns without incurring a large cost of expanding your technology infrastructure?

How about the COO of a large, multinational call center who need a standby call center solution that’s capable of the entire suite of features and functions of your existing system, as part of a “Disaster Recovery” plan?

In any business like the call center business, there are three basic things people like yourself look for:

* Solutions to existing problems or issues;
* Solutions to bring the cost of doing business down some more;
* Solutions to create new businesses.

Here’s my standing offer: just give me thirty minutes of your time to find out if my solution is the solution you’re looking for. I guarantee you that in 5 minutes, you’ll know whether I should continue or not, and just let us enjoy our cups of coffee while it’s still hot. It’s not an inconvenience, not a hassle to accommodate me, not a big preparation like it was a wedding event, not much people needed to harness the message to my story. A small, simple “meet and greet” that can turn out to be a social encounter or the solution you’ve been looking for.

Like many consumer products, there’s always a “look and see” or test phase so that all theoretical analogies aside, will this solution really work on my kind of live operations? I’ll make sure you have that if you need it.

There are only two guarantees I can give you about my solution

1. It’s a robust and redundant full customer contact solution using the best technology available, and

2. It’s back by a global Tier-2 class carrier doing 350 million minutes a month or 6 billion calls a year.

Contact me today and I’ll make the time for you.