by: Sidney Liquigan
Tuesday, February 13, 2018 |
Business process outsourcing (BPO) in the Philippines is a booming industry, with many foreign businesses choosing the country to outsource their back office services, data transcription, creative services, IT and software development, and most of all contact centers. In the past year, the Philippines became the top call center country, overtaking India. The call center sector is forecasted to continue its strong growth rate until 2020.
Among its other Asian competitors including India, Malaysia, and China, why do international businesses choose to outsource to a Philippine contact center? Here are some of the top reasons:
Many years ago, the Philippines used to be under a different foreign rule, namely Spanish, Japanese, and American, until its independence in 1898. With the country's strong affinity with Western culture, it has become an inherent trait to the Filipinos to be easily adaptable to different customs and cultures.
Philippine contact centers hire agents who are good in spoken and written English, a skill not hard to find among the pool of talents in the country. In fact, one of the reasons the Philippines has overtaken India as the top BPO destination is because of the Filipinos' accent neutrality. Contact centers rely on communication to provide efficient customer support. And being able to speak and communicate clearly in English, the universal language, is among the top requirements when businesses choose where to outsource contact centers.
Businesses can reduce expenses and save more money by outsourcing to the Philippines, where labor costs are lower but the quality of service is paramount. In the Philippines, jobs in the BPO industry provide higher wages than other local positions. This means more employees will most likely be more attracted to a BPO position, resulting in a continuous supply of manpower. And this encourages global businesses to outsource more business processes to the country.
More locations outside the capital
Outsourcing opportunities in the Philippines are not only in Manila. There are also BPO centers in Cebu, Davao, Clark, and Baguio, among others. Foreign investors typically want to set up their call centers in Manila, but there are also a lot of talent in other cities, and doing business outside the capital is also much less cheaper.
Support from the government
The Philippine government encourages foreign investors to support the BPO industry in the country through enticing benefits such as tax holidays and tax exemptions. The rules and regulations that apply to BPO companies in the country also promote the growth of the BPO industry.
Intensive training and education
Aside from the Filipinos being naturally adaptable and highly influenced by Western culture, contact center employees also receive intensive training to further improve their English accent neutrality as well as their customer service and communication skills. There are now also studies and university training programs dedicated to this specific field.
Hospitality and positive outlook
Filipinos are known worldwide as hospitable and optimists, two important characteristics that anyone working in the customer service industry should have. The positive attitude not only reflects on how they deal with customers but also shows in their outstanding work ethics – how they value their jobs and how they are proactive in improving their skills.