The little Asian archipelago known as the Philippines is a place teeming with undiscovered talent. While many stereotypes have been put on the small third-world country, the Filipino people are one of the most talented in Asia, if not the world. Aside from excelling in academics and the arts, hundreds of thousands of Filipinos find booming careers in the Philippine Call Center industry. There are many advantages to putting up a call center company in the country, including the Filipino citizens’ ability to speak English as a mother language. Operational expenses are also considerably cheaper than setting up shop in other third-world countries. At the same time, agents possess skills that are of caliber standards.
History of Philippine Call Center Industry
The concept of a Philippine Call Center is considerably new to the Filipinos. When the boom started sometime late 90s to early 2000s, no one knew that the Philippine Call Center industry would bring about employment opportunities for hundreds of thousands of Filipinos. By 2004, the Philippine Call Center industry captured 20% of the industry world market share. To date, the government is quite positive that the Philippine Call Center industry will be able to capture up to 50%. Not only does the Philippine Call Center industry cover 12% of the country’s gross national product, it also employs hundreds of thousands of Filipinos who might otherwise be jobless, what with the country’s poor economic growth. The Philippine Call Center industry has also become the most dynamic among all the others in the IT industry.
What goes on in a Philippine Call Center company?
In its initial stages, the typical Philippine call center involved providing e-mail responses and handling services for clients. As the Philippine call center industry evolved, more products and services have become available to clients. To date, Philippine call center agencies now handle financial services, technical support, travel services, education, customer support, and many others. There are two types of calls that Philippine call center agents need to attend to – inbound and outbound. Philippine call center outbound agents cover telemarketing, sales verification, credit and collection, reactivation of accounts, loyalty programs, advisories and the like. Meanwhile, Philippine call center inbound agents provide inquiry assistance, technical assistance, transcription, customer service, handles complaints, sales, billing, marketing, and the like. Most Philippine call center agents take on the graveyard shift to accommodate clients from all over the world with varying time zones. However, there are also agencies which employ agents on a regular day shift basis, catering to countries that have similar time zones, such as Australia.
Other advantages to setting up shop in the Philippines
The Philippine Call Center industry is so in-demand because of the Filipinos’ unparalleled grasp of the English language. While China and India may offer low operational costs, a good percentage of its natives are not as fluent in English to be operational. Filipinos, on the other hand, consider English as their mother tongue, where even the poorest of the poor know how to speak full English sentences. Another reason why the Philippine Call Center industry is so in-demand is that aside from fluent English-speaking and intelligent agents, Filipinos also offer multilingual support services.
Needless to say, the future of call center companies in the Philippines remains bright. For many, this industry provides hope for many Filipinos who are looking to gain better lives for themselves by engaging in a lucrative career. This industry has also helped uplift the Philippine economy by providing so many jobs for countless Filipinos looking for a better future. At the same time, the world is starting to find out just how efficient Filipinos are.All services are offered in a B2B and B2C environment. To learn more about our outbound teleservices capabilities, please contact us through our inquiry form.
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