Business process outsourcing (BPO) employees in the Philippines and rest of Asia Pacific are more likely to take leaves of absence than in other countries due to erratic working schedules. Nevertheless, call centers in Asia scored 100 percent when it comes to customer satisfaction as agents in this area, particularly in the Philippines, are known to be “more patient”.
According to a report done by Dimension Data, the Asia Pacific region posted a higher absenteeism rate at 15.5 percent than the rest of the world at 14.9 percent.
Dimension Data’s General Manager for customer interactive solutions Nagi Kasinadhuni said graveyard work shift is the reason call center agents in Asia have a higher absenteeism rate. However, the region had posted a lower attrition rate.
Kasinadhuni added that Asian contact centers are shifting their service offerings to becoming customer management centres as they are expanding from being just a contact center. Also, the study showed that improvement of service will entail a lot of upgrades for call centers and that customer service is now more mobile as smartphones become more popular.
The Philippine call center sector posted an annual growth rate of 21 percent in the last five years, from $2.6 billion in 2006 to $6.2 billion last year.