Call centers need to adopt a good corporate culture if they wish to retain their employees, said recruitment and training company ExcelAsia.

According to ExcelAsia president Rita Trillo-Ugarte, people choose to stay in their jobs not only because of their salaries, but also because of their relationships with colleagues and management.

The Call Center Association of the Philippines has reported an 18-percent average attrition rate in the industry last year.

Trillo-Ugarte said call center employees tend to hold on to their ties with people they deal with on a daily basis as a way of coping with the unconventional work shifts and demanding requirements of the customer service profession.

But if they have nothing to hold on to, she said these call center agents will leave their companies and search for a better job.

"Although salary plays a big role in considering a new job, people also leave because of the culture within the company. 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," Trillo-Ugarte said.

Aside from good working relationships, Trillo-Ugarte said call center companies should also keep an eye on employee performance and "make sure that they are recognized for doing a great job."

She added that employers should conduct regular meetings so they would be updated about the concerns and expectations of their staff.

A survey conducted by the Business Process Association of the Philippines said 66 percent of respondents are expecting a 50-percent growth in labor requirements in the BPO industry this year.

ExcelAsia screens applicants for call center readiness. It has 30 multinational clients in the country and trains some 1,500 people monthly nationwide. The company has trained and deployed over 16,000 Filipino jobseekers.