Filipino Call Center Agents
When we say offshore outsourcing, we mean hiring third party service providers to handle certain businesses processes of a company. More often, this involves a developed country employing the services of developing countries to handle a part of their day-to-day operations.
In the Philippine setting, the services often outsourced cover operations involving a call center. That’s mainly because apart from the good quality of services offered that come with low labor cost, Filipinos are fluent English speakers with an accent that’s really neutral, even native English speakers find it easy to understand.
Contributing greatly to this is the fact that the language used to discuss subjects in practically all Philippine schools is English. Since the majority of the Filipinos are college graduates, the high literacy rate is inevitable.
Moreover, they are known to be really patient when handling calls from simple customer inquiries to the more complex technical support concerns. When dealing with outbound calls concerning surveys, they are known to be very cheerful as well.
Trained to uphold the known philosophy of the customer being always right, clients have commended Filipino call center agents again and again for raising the bar when it comes to reaching performance metrics and international standards.
At present though, Filipinos are not just being outsourced to handle call center operations. Realizing their adeptness in other key business areas, Westerners have employed them to work on Information Technology like software development, web development, medical transcription, legal services and just in the last few years, animation.
Apart from the above-stated scenarios, here are more reasons for the recent increase in Philippine outsourcing:
- As the Philippines has been a Spanish and American colony, their exposure to the cultures of both countries have made Filipinos more adaptable to the Western ways compared to other fellow Asians. This kind of familiarization has done wonders in eliminating barriers of communication and in building a great working relationships.
- Situated at a strategic business site, the Philippines is just a few hours away from big regional capitals and lies at the crossroads of businesses from both Western and Eastern countries. This makes it an important point of entry among businesses in the Asian market. Likewise, it serves as an international shipping gateway from businesses in America and Europe.
- The government of the Philippines is bent on developing their country as one that’s IT-enabled, with the target of hailing it as one of Asia’s major IT hubs. Two of the nation’s advanced provinces, Manila and Cebu, have high tech facilities of telecommunication, adequate supply of power, security of computers and monitoring systems of buildings. Likewise, the office services and production facilities offered in special IT zones are complete.