Businessmen who are looking to start a call center company are making the leap at the perfect time – when the Philippines and its call center industry is at its peak. When looking for a place to set up shop, the obvious choice would be to go to India or China. However, in the past few years, the Philippines has evolved into an ideal place to build a call center empire.
While India is the best place to outsource business process solutions that require technical expertise, the Filipinos are your biggest bet when it comes to basic call center services. To show just how much the Philippines excel in call center services, according to BusinessWeek, the Philippines and its call center industry garnered $2.1 billion in revenues last 2005, from $1.3 billion last 2004.
Why pick the Philippines for call center operations?
The Philippines is ideal for call center operations for several reasons. More than anything else, Filipinos have an excellent English literacy rate, pegged at 93.5%. This is crucial because you want to make your customers believe that the customer service agents who cater to their needs are actually in the same city as they are, not in the Philippines in a call center halfway around the world. Setting up base in the Philippines guarantees call center agents who are equipped to serve your customers to the highest degree.
Another reason why the Philippines offers excellent call center agents is that Filipinos are a very talented bunch. Aside from an excellent grasp of the English language, Filipinos are good imitators, which allow them to flawlessly mimic accents. So whether your clientele is in England, Australia or the United States, Filipinos can adapt with minimal training. The Philippines and its call center industry has leverage against India and China in the sense that Filipinos also excel in specialized services, such as web design, software development, medical transcription and the like.
Filipinos are also patient and non-confrontational by nature, which is important in a call center set-up since customer service representatives usually deal with irate and abusive customers. Filipinos are usually non-aggressive, which means that they won’t blow up the moment a customer becomes hostile towards them. Filipinos are also culturally polite, which is an advantage to this type of work.
On top of this, the government highly supports making the Philippines an ideal call center country, providing training seminars and certificate courses for Filipinos who want to learn how to be better customer service providers. The country also follows a legal system similar to the United States, which is why most businessmen find the Philippines an ideal call center location since agents are already familiar with American or Western culture.
Most importantly, the Philippines offers call center operational rates at a competitive price as opposed to India, which has increased its rates by 15%. Even with insanely cheap labor costs, the Philippines offers quality call center facilities and equally efficient customer service personnel, giving the client more for his money.
Philippines branch out call center facilities to provinces
The Philippines and its call center provincial branches shows just how successful the industry is to date. Technological advances have allowed businessmen to put up call centers even in provincial areas, signifying that even the suburbs can be an ideal place in the Philippines for a call center to operate. This is an advantage for foreign companies looking to the Philippines for call center opportunities as the province usually offers lower operational costs without jeopardizing the manpower quality. Whichever angle you look, there’s no better place and time to tap the Philippines for a call center location as now, when the industry is booming and the resources is just as abundant.
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