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The Filipino’s efficiency in the English language makes the country an ideal location for setting up international call centers. Evidently, it is this skill that help boosts the business process outsourcing industry in the country. But ePerformax’s Global Communications and Management Academy general manager Justin Myers that in order to move up the BPO ladder, one needs more than just English skills.

Those who want to enter the industry, and even those who are already employed, Myers said, should go beyond just speaking good English and concentrate on developing soft skills. “All the soft skills, they have to have that; empathy, cultural knowledge, listening, critical thinking and analysis. They also have to know their tools,” Myers said.

He added that being a BPO employee requires more than just intelligence, but also a mix of emotional quotients to go with. He stressed that aside from the brain power, they also have to think like an American because those are the people they will be talking too. “They have to know how to deal with a different culture,” he explained.

Carlo Severino, ePerformax general manager acknowledged that importance of a person’s English proficiency, which is what required at the onset. But he explained that as the industry grows, BPO practitioners, and those who would want to enter the industry needed to bring other skills as well.

“at the onset, English was a critical concern. It was the minimum requirement. As we’ve grown and taken more sophisticated functions, there was a need to go beyond English,” he said, and adding that “the focus on English supports the thinking that we have to develop other skills as well. If their English is good, then we can train them and focus on other things”.

That is why the Business Processing Association of the Philippines (BPAP), has scheduled a series of program to help equip current and future BPO practitioner with right skills to get the job, stay in the job and secure higher position in the industry as well.  Among  these programs are the planned National Competency Assessment Tool, more English-proficiency training and leadership training for middle managers.