Although the business process outsourcing (BPO) sector is still growing briskly after 10 years, labor supply remains to be a big concern of the industry.

A Call Center Association of the Philippines (CCAP) study shows call centers have an attrition rate of 19 percent, with an employee acceptance rate of just 5 percent. Increasing attrition rates, higher demand for complex skills, and industry growth have intensified the demand for more specialized training services.

“The demand for skilled workers has risen as the BPO industry has become increasingly complex. We have seen training become a key differentiator among BPOs, as it drives talent acquisition, retention, and development,” says Jon Kaplan President of TeleDevelopment Services (TDS).

“We believe that successful companies in the industry are characterized not just by their technology, service offerings, and clients, but also by the skills of their workforce. As a BPO support services firm, we recognize our role in the development of a qualified workforce,” he explained.

Source : Manila Bulletin