US-based call center firm to locate at Leyte ICT Park

From left, LSDE Staff writer Sarwel Q. Meniano interviewing APAC Customer Service Inc. Vice President in International Operation Mr. Doug Almond (infront of Meniano) their purposes in establishing first Call Center firm and job opportunity in Leyte together with Nizette V. Navia, Director in APAC Administration Services APAC Leyte Site General Manager JoeMar Tabarangao (right).


TACLOBAN CITY - Nasdaq-listed business process outsourcing firm APAC Customer Services, Inc. will start building its P200 million call center at the Leyte Information and Communication Technology Park next week and will need around 1,000 workers for full operation.

Apac Vice-President for International Operations Doug Almond said in an interview that their first training class will be held in January, and full production will be in Feb.

The top official said that Leyte is the right place for their first provincial location with its rich talent pool and business-friendly environment.

“I have actually been searching for more than two years for the right provincial location.
The province has a fiber optic backbone and connectivity is extremely important to us. That also made Leyte a very good candidate for us to locate,” Almond told Leyte Samar Daily Express.

Joe Mar Tabarangao, Leyte APAC site general manager, said that they will convert the 3,000 square meter gymnasium of the Leyte ICT Park into a very brand new production site. “We have a floor plan. It’s not just renovation but a complete build up of the gymnasium.”

APAC Administrative Services Director Nizette Navia told Express that they will build a world class facility at the Park that will house training rooms, recruitment areas, internet stations, sleeping quarters and other amenities for comfort and convenience of employees.

“Nothing different from what they will find in the best call centers in Metro Manila in that facility,” Navia explained.

Almond said that during the first day of the firm’s executive job’s fair at the Luxury Suite Hotel in this city, they have met competent workers in the province.

“The educational level is extremely high. Almost all of our applicants have four year degrees in college. It’s really great to see all of them. Even before we came here, we received more than 140 applications,” Almond said.

The BPO firm will conduct another jobs fair for call center agent on Nov. 14 to 16. Venue will be announced next week. The company expects about 2,000 to 3,000 applicants.

At the start, the call center needs 30 people for managerial positions and about 150 call center agents for its initial operation.

“We’ll start with 150 agents and we will grow into 1,000 and about 200 support staff. The expansion will depend on client growth,” Almond added. The target expansion is before the end of 2009.

APAC did an assessment for the entire Eastern Visayas region for the last five months covering 1.5 million residents that are between the ages of 19 to 25.

“We know that the educational level was extremely high and the talent pool was really large. That’s why we came here. We talked with the academe to try to get the feel for the number of graduates that we have,” he claimed. Leyte has 22 college schools with about 6,000 graduates every year.

“Actually, all we need is someone that has good communication skills and a positive attitude. We got state of the art training and we can teach qualified applicants how to be a proficient call center agent or how to be a professional manager,” he said.

The only qualification that the firm needs is 18-year-old workers and at least two years in college and with “a positive attitude.”

The firm is looking at expanding around Tacloban City, Ormoc City and Catbalogan City in Samar.

“There is absolutely room for growth but we need to control it. We’re gonna be working with schools and community in order to enhance the English skills and the call center training here in the region,” Almond stressed.

Navia said they will provide “above average industry compensation to the people” but it will depend on the skills level and expertise level.

Currently, APAC has two offices in Alabang, Muntinlupa City and one in Cubao, Quezon City with 4,100 workers. The Illinois-based firm has 12 sites in the United States with 5,000 workers.

Leyte Governor Carlos Jericho Petilla said that the presence of a major BPO firm in the province would help ease joblessness, now at 12% of the 1.8 million people in the province. (Sarwell Q. Meniano)