Westerners who are transacting with their local airlines, telecoms, and financial institutions are probably speaking with a call centre agent from the Philippines. This is due to the fact that the Philippines has overtaken India in the call centre sector.
Contact Centre Association of the Philippines Executive Director Jojo Uligan said India, the pioneer in offshore call centre operations, provided 350,000 agents, but was overturned by the Philippines even if it was less populated.
The Philippines became a favourite among BPO providers due to the fast evolution of the outsourcing industry and English speaking skills of workers in the country which customers prefer and understand more. Filipinos are also accustomed to mainstream Western culture, whereas Indians are more inclined to the British culture. Industry experts also noted that Filipino agents were able to assist complainants who said they were having a hard time understanding Indian agents.
Other advantages of putting up shop in the Philippines are better utility infrastructure, less power interruptions, and safer environments for employees.
The outsourcing industry in the Philippines contributed $9 billion or 4.5 percent to the country’s gross domestic product, a major improvement from figures reported in 2000. The industry also gets strong government support through training programs and tax breaks.
Industry leaders expect that the Philippine outsourcing industry will show continuous growth and expand service offerings, tapping business processes such as accounting and insurance claims processing.