What should a call centre or BPO resume emphasise in the Philippines?

Emphasise communication skills, customer-handling results and reliability. BPO recruiters want to see that you can handle calls or chats in English, meet metrics and work shifts.

Include:

• Account type: inbound or outbound, voice or non-voice, and the industry (telecom, healthcare, financial services).
• Metrics you hit, if allowed. Example: "Kept average handle time within target and maintained customer satisfaction above team goal for 8 months."
• Tools: CRM systems, ticketing tools, typing speed if strong.
• Willingness to work night shifts, weekends and holidays.

For first-time applicants, show communication skills through school activities, tutoring, sales jobs or debate. Keep the resume simple and error-free, because written English is often judged from it.

If you are moving up to team leader, quality analyst or trainer roles, add coaching results, process improvements and any awards from your account. Describe metrics in general terms if exact figures are confidential to the client.