Offshore call center outsourcing agencies in the Philippines is fast in increasing their share in the global call center market. This results to employment boon and significant increase in the revenue of the country.
The call center industry grew 90 percent in 2005 with US$ 1.7 billion in revenues generated. Currently, there are more than 100 call centers in different locations in the Philippines. They create high-paying jobs for competent young Filipinos from Manila to Davao City.
The growth of the call center industry in the Philippines is evident in the financial districts of the country such as in Makati, Ortigas Center in Pasig, and Eastwood in Quezon City where majority of offshore call center outsourcing agencies are located.
Every evening, these areas are teeming with groups of generally young call center professionals about to start their graveyard shifts at various call centers, primarily serving the United States.
The country’s call center industry has indeed experienced incredible growth from employing less than 2,000 people in 2001. It grew 100 times in size, in a span of only five years with the current estimate of 200, 000 professionals. Every call center firm shows the intention of further driving growth and doubling their work forces.
Offshore call center outsourcing agencies in the Philippines are confident in their outlook. An increasing number of U.S. companies are outsourcing several basic business functions to offshore locations, and many of these companies consider call centers in the Philippines to be an ideal service provider.
Call Center Services
Outbound call handling services provide support in various business fields. Services include sales verification, telemarketing, credit and collection, reactivation or reinstatement of accounts, and other customer support services.
Call center firms that handle inbound calls mainly deals with customer product or service inquiries, technical support, customer requests, customer complaints, sales and billing. About 90 percent of services offered by call center companies handle inbound calls.
Distinct Advantages of Filipinos in the Call Center Industry
Two factors that contribute to the attractiveness of an offshore call center outsourcing agency in the Philippines: the country’s culture and the loyalty of Filipino employees.
The Philippines has long historical ties with the United States. It has been an American colony for several decades. This connection with the United States is the reason why among other Asians, it is easiest for Filipinos to relate to the Western culture.
Additionally, call center professionals have a high level of adaptability to different accents such as American English and British English. Moreover, the fact that many Filipinos have relatives in the United States is another factor that contributes to their familiarity with the American culture and way of speaking.
The increase in demand for call center services automatically translates to the need of additional skilled employees. This has driven tough competition in recruiting talent. Piracy of call center agents and high turnover of staff can result to up to 50 percent increase in employee costs of an offshore call center outsourcing agency.
In this aspect, call center firms offer a significant advantage of having the lowest attrition rates among call centers worldwide. Naturally, the longer a call center agent stays with a company, the more the agent gains expertise therefore, the higher the quality of service he or she can deliver.
The loyalty of Filipino call center professionals is one of the substantial reasons why companies with call centers in other offshore locations are moving to the Philippines.
Executives of offshore call center outsourcing agencies in the Philippines are confident that this characteristic of Filipino employees will continuously attract more call center businesses to the Philippines. The abundance of English-speaking workers, hundreds of thousand of college graduates every year, and significantly lower average wage costs in the Philippines are also to be noted.
For all these reasons, the call center industry strongly believes that the Philippines is in the best position to be the leading player in the global call center market.
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