A nation should at the very least be overrun by hundreds of businesses from around the world to be dubbed the world’s call center capital. And for this reason, the Philippines has earned the name. Since the nation’s inception, leading call centers from throughout the globe have established operations there. These businesses serve customers from all over the world, most of whom hail from countries like Australia, the United States, the United Kingdom, and New Zealand. They outsource their call centers due to factors such as providing high-quality services at a reasonable cost. Beyond that, the Philippines is often considered to have some of the most excellent customer services in the world.
Optus,Telstra and Jetstar are large Australian firms that have outsourced their call centers to the Philippines. This enabled them to use their savings to build up enterprises. They feel that Filipinos are customer-focused and straightforward to communicate with.
Factors That Contributed Towards The Philippines Becoming The World’s Call Center Capital
- Neutral Accent:
Filipinos speak English more proficiently. Because of its long and prosperous relationship with Western nations, the Philippines is also the world’s third biggest English-speaking country.
Filipinos are also accented neutral, a trait most businesses aim for in their call center operations.
Furthermore, they are exposed to American phrases and slang due to the country’s school system and Western media. While all of these are readily available in the Philippines, other nations with a strong BPO market, such as India, do not. This gives the call center Philippines‘ most profitable industry an edge over others in this industry.
- Talent Pool of Young Professionals:
Annually, tens of thousands of university students join the Philippines’ workforce. They have the necessary knowledge and experience to succeed in the service sector. Most of these graduates have excellent English language and literacy skills. The Philippines has a large share of its workforce that is 30 years old or younger.
This makes it simple for call center organizations to have a vast talent of young, skilled individuals. There is no scarcity of competent personnel to cover administrative and technical responsibilities required by BPO firms. Working at such organisations is likewise viewed as an appealing career option as they’re always hiring with a higher salary than other job prospects.
- Fluency in English:
Every Filipino school requires students to study English. This rule has ensured that almost all Filipinos speak English to some extent, making it simpler to converse with people of many ethnicities and cultures. In the Philippines, speaking English is widespread — not only at work, but also in everyday conversations.
The call center agent must be fluent in recognising the issue and reacting with the proper tone and words to address the matter successfully. Most Filipinos are competent or near-fluent in English, which offers them an advantage in working in call centers because they can successfully communicate in the language and grasp situations.
- Great Service at Affordable Rates:
Labor costs in the Philippines are usually low, with wages that are a fraction of those in Western nations. However, prices in the Philippines are still significantly higher than in India, the erstwhile BPO hub. Despite this, call center businesses remain active in the nation because of the high quality of work provided.
What Makes The Philippines Unique In The Call Center Industry
At first look, the Philippines appears to have all it needs to be a top outsourcing destination. One can outsource call center services with lower living and employment costs, above-average English abilities, and service infused with hospitality and genuine care. It’s no surprise that Filipino employees are in high demand all over the world. The reasons stated below make the Philippines a unique addition in the call center industry:
- Despite the pandemic, the industry remained robust. They adapted quickly to working remotely and offered unrivaled service to consumers worldwide.
- Contrary to popular belief, the BPO industry views automation as a value-added opportunity rather than a threat. Both traditional and modern contact centers have begun incorporating automation into their operations.
- Social media has made it simpler to connect with customers. Popular sites like Facebook and Twitter are a faster approach to answering queries.
- The requirement for corporations and BPOs to perform remote work expanded the market for cloud services in 2020. This is projected to persist long after the epidemic has passed, opening the path for increased demand for IT contracting.
- Most BPO organizations encourage high-performing employees to upskill to deliver better customer service.
For over a decade, call centers within and outside cities have been the fastest growing industry in the Philippines. There are several call center outsourcing enterprises in the Philippines, ranging from startups with hundreds of employees to corporations with 1,000+ employees.
Nonetheless, the Philippines remains known as the world’s call center capital. There are around 700 call center firms in key cities across the country. They continue to connect with SMEs worldwide, employing thousands of Filipinos. The Philippines’ expanding call center industry is not slowing down anytime soon.