DTI official defends policy on call centers

Trade Undersecretary Gregory Domingo defended yesterday Trade Secretary Manuel Roxas II’s policy on call centers which was recently criticized by information and communications technology (ICT) executives as being "short-term."

According to Domingo, there is a lot of misconception about call centers even from people who know the ICT industry.

He pointed out that not all call center operators do directory-type assistance or offer low-end services.

Some call center agents, Domingo said, are actually required to undergo specialized financial training abroad and must, thus, be well-educated and talented.

Being a call center operator or agent, like any other job, Domingo pointed out, is sometimes a mere stepping stone or training ground for other jobs.

The Department of Trade and Industry’s strategy of promoting call centers, Domingo clarified, capitalizes on where the Philippines has the strongest competitive advantage.

Call centers, Domingo said, is the area where the Philippines happens to be truly world-class.

He denied that the government is not promoting other ICT skills such as business process outsourcing and software development.

Domingo explained that the country’s skill level in software development is still at a stage where it cannot push hard because it is not yet clear if the Philippines has a competitive advantage.

For instance, in the United States, Domingo cited, there is a capability maturity model (CMM) requirement.

There are five CMM levels, Domingo said, and so far only two Filipino firms have been able to get such certification.

It is, thus, clear, Domingo said, that the Philippines is not yet ready to compete in software development, while it is ready in call centers.