Finally, an honest-to-goodness call center in Ilocos Norte

EGS riknakem

The Long wait is over.

After three years of preparations for the entry of large BPO (business process outsourcing) companies in Ilocos Norte, one of the largest call centers across the globe is setting up a branch in the province.

Expert Global Solutions (EGS) is expanding in Ilocos Norte, and  is opening at least 600 jobs for call center agents and management personnel.

The company offers a basic, entry-level monthly pay of P12,500 for call center agents and a sign-up bonus of P10,000. Employees who meet prescribed targets will also receive performance bonuses and incentives. Salaries for managerial posts start at P30,000.

Applicants, who must at least have one year of college, only need to bring a resumé at the Ilocos Norte Centennial Arena’s i-Hub Center where recruitment is in full swing. Located in Laoag City, the arena is one of the sites being considered for the call center expected to open next year. While the offices are being constructed, successful applicants will undergo training, with pay, at EGS Clark, Pampanga.

As much as possible, the company wants to hire Ilocos Norte residents for the job openings, although applicants from other provinces are also welcome. They are also encouraging Ilocanos working in their other branches to come home to the province.

EGS is the holding company for two global leaders in business process outsourcing: NCO Financial Systems, which specializes in Accounts Receivable Management, and APAC Customer Services, which concentrates on Customer Relationship Management.

The company is headed by Mr. Rainerio “Bong” Borja who has over 25 years of experience managing large-scale customer service, IT support and consulting organizations within the Asia- Pacific region. Mr. Borja, who has also served as president of Aegis People Support, is a founder of the Business Processing Association of the Philippines (BPAP)—the umbrella organization of BPO, contact center and IT-enabled services companies in the country—and was its chairman for five years. Continue reading “Finally, an honest-to-goodness call center in Ilocos Norte”

200 call center jobs open.. and this time clean

The most difficult column I have written by far is that of Ilocos Norte-based call centers that sell—in  ways deceptive and malicious—porn sites, for I knew it would create a stir and would affect the livelihood of those involved in the trade. I would not have done the exposé, but no one else, not even colleagues in the media, seemed inclined to do it, so I performed my moral obligation as writer and well-meaning citizen. I wrote about the subject, but only after a great deal of thought and soul-searching, on top of my exhaustive research. It was in August last year.

An investigation was conducted by the police after the matter was tackled in the city council.  Radio and TV stations also picked up the issue, thus taking off a lot of weight from my shoulders. I could have written follow-up articles, I did not.  It was enough that I brought the issue out in the open.  And I was already receiving threats on my safety.

I never learned about the results of the investigation, but I did know that these businesses slowed down and that some agents lost their jobs as a result. For their part, parents who learned about these shady activities ordered their children to quit their jobs in these call centers. It saddened me, but such sadness was mitigated with a strong hope that these establishments will eventually handle only decent accounts and, ergo, provide only decent jobs to our people, especially the young.

On March 31, while I was in the circus of computing grades, distributing class cards, and being chased by those who got red marks,  I chanced at a mini job fair conducted by Kinetic Human Division at the MMSU Batac Campus. I was happy when I saw their staff interviewing our students. I learned that they offer a lot of job openings today, and that business is booming. 

I had no doubts whatsoever that they offer today only clean jobs, jobs that our students and graduates can be proud of, learn from, and earn enough from. I know that KHD, Laoag’s largest BPO (business process outsourcing) firm, has learned from past’s lessons and is training its sights on a future so bright.

I got the chance to talk to Ms. Ethel Saliendra, human resource officer of KHD, who initially looked startled to see me around. She requested for a talk with me though, and I took it as a good opportunity to explain to her why I wrote what I wrote last year. All is water under the bridge now, I said, and that I was happy to see that things are looking up. Continue reading “200 call center jobs open.. and this time clean”

Sex in our City: porn call centers flourish in Laoag

WE KNOW it happens somewhere, we know it abounds elsewhere, it is all over the Internet, yet it hurts deeply when it strikes home.  Porn-oriented call centers are here, and growing.

What began as underground operations in computer shops four years ago are now well established and stable.  There are at least four call centers of this kind operating in Laoag City.  Quite ironically, the biggest is located just a stone’s throw away from Bishop Sergio Utleg’s Palace.  Two are in the business district while one is situated within the vicinity of a public high school.  And there could be more.

Similar call centers also existed in Batac and Paoay, but were closed down because they did not have requisite permits.  Though of smaller scale compared to those located in Laoag, some are believed to be operating in San Nicolas.  Who would have thought that activities like these happen even in sleepy towns?

These call centers are not easy to spot, as most of them do not have conspicuous signage.  Their office set-up is not unlike that of a typical computer shop, you would think people inside are just the usual computer addicts, especially because most of them are young.

Mostly funded by foreigners who have local counterparts, these establishments choose to operate here not only due to cheap labor, but more because of the absence of strong Internet laws against online scam and fraud.  “Manggagago lang tayo ng Amerikano, kikita na tayo ng malaki habang nakaupo,” (Just by fooling foreigners, we can already earn big, and we are just seated.) is their trainors’ inspirational mantra to every new batch of call center agents. Continue reading “Sex in our City: porn call centers flourish in Laoag”