Business process outsourcing (BPO) service providers are retaining their workforce in the global financial crisis.

This year, 82 percent of BPOs even expect a positive employment growth rate, companies need to strengthen corporate strategies to attract new workers and retain their people.

According to the recently released survey by the Business Processing Association of the Philippines, at least 66 percent of respondents from the industry expect up to 50 percent growth in labor requirements.

In 2008, attrition rates in the call center industry were pegged at an average of 18 percent, according to the Call Center Association of the Philippines (CCAP).

Preventing an unhealthy rise in attrition rates is more than just a matter of monetary compensation. Fostering an excellent professional culture is one of the main reasons that motivate people to stay in BPO companies, according to ExcelAsia President Rita Trillo-Ugarte.

“Although salary plays a big role in considering a new job, people also leave because of the culture within the company," she explained.

"Employees’ relationships with their colleagues and management, and potential for career growth increase the possibility that they consider a long-term tenure with a company."

The stress of the hours and requirements in the customer service profession require healthy professional relationships to sustain career growth.

“Call center companies should definitely keep an eye on employee performance and make sure that they are recognized for doing a great job,” she added.

“Regular coaching sessions and meetings must be maintained to be updated about employee concerns. The management should definitely try to balance the corporate environment and young workers expectations of the job.”

As a recruitment and training company, ExcelAsia screens applicants for call center readiness and equips them with the right professional skills for the call center profession. At present, ExcelAsia continues to recruit and train 1,500 people monthly in all of its sites nationwide.