Age-Doesn’t-Matter for Call Center Workforce
While call centers generally target college graduates, age is not such a strict requirement in hiring agents. Age, along with other demographic factors like sex, alma mater or even sexual preference, comes secondary to maintaining service standards.
Raffy David, director of the Call Center Association of the Philippines, noted that there are call centers that employ older agents. In fact, in some companies, it’s not so surprising anymore to see parents working alongside their children, he added.
“Standards are non-negotiable, demographic factors are,” he said.
Ironically, it is old age that’s helping drive the global outsourcing industry, benefiting countries like the Philippines.
A recent study commissioned by US-based call center operator Convergys Corp. reveals that a large portion of the workforce in the public sector is of retirement age.
Thus, the study warns that the quality of service by the government can suffer as more “baby boomers” retire from public service. This is made worse by competition from private companies for skilled labor.
