Call Center Philippines
Whenever you hear the word call centers or BPO an immediate association with India is likely to crop up. The country has been fabulously successful in providing business process outsourcing services with international business organizations from the US and UK among others depending upon them for a variety of processes. This exemplary success of the Indian BPO industry has inspired many other countries especially in Southeast Asia to try their luck in this field. So we now have many new players in the offshore services field. Among these Philippines seems to be the latest favored destination for businesses that plan to outsource their services. So now people from the US or UK who had grown accustomed to having their calls picked by customer service representatives in India are having the new experience of talking to fluent English speaking Filipinos.
There are reasons why Philippines has taken so well to the business process outsourcing industry. It was occupied by the Spanish for over 400 hundred years followed by the Americans after World War II. This history of foreign acquisition has created a local population that not only speaks the English language as if it was their first language, but is also comfortable with the western culture. In fact Filipinos are more comfortable with the western culture compared to Indians. This helps them adjust to the mindset of western customers very easily.
Since Philippines is a developing country, it has a high unemployment rate leading to tough competition for jobs. Thus aspiring call center executives put in their best efforts to get these jobs and then keep them. The typical call center executive working in Philippines is also well-educated; the country requires a college degree for even working in McDonald's! So for BPO jobs one can easily expect very high quality workers. Moreover these people are not there to just collect their salary and use the experience of working in a call center to get jobs in other industries. They join the BPO industry to develop careers. This accounts for why call centers in Philippines consistently produce high customer ratings.
Although India is still among the biggest providers of call center services it may not be long before Philippines assumes the position. Other South Asian countries like Sri Lanka are getting high ratings for their business process outsourcing services. This has come about from the efforts of companies like Providence Business Services which provide the full range of outsourcing services including inbound and outbound telemarketing, B2B and B2C telemarketing, lead generation, online appointment scheduling, list acquisition and scrubbing, help desk, live chat and order processing among others.