Some experts suggest that the clear, neutral, and American accent of the Filipino call center agents is what makes the Philippines the number one hotline in the world. Others say that it’s the country’s deeper pool of well-educated and English speaking workforce that makes their rise to the top possible. Still others attribute the fast-paced growth of the Philippine call center industry to the Filipinos strong natural affinity with the American culture.
All of them are, of course, true. Those are three of the top reasons why U.S. or Australian callers are most probably not aware that they’re actually talking to Filipino call center agents, or that they’re being served by trained customer service reps from the other side of the world, the Philippines.
Not so long time ago, India is the number one outsourcing destination in the world for call center services. The Philippines wasn’t even close, lagging behind Bulgaria, China, and Indonesia. But after only some years, even the top outsourcing experts were quite astonished by the blistering growth and emergence of the country’s business process outsourcing (BPO) industry, specifically the voice and non-voice customer services.
A latest research by the International Business Machines (IBM) shows that there are now more call center agents in the country compared to India, with Metro Manila as the top and biggest hub for the BPO export industry, outperforming other big cities in the world.
The Philippine government has also contributed a lot to the continuing and sustaining the growth of the industry. With attractive incentive packages for foreign investors, many businesses are expanding and more and more businessmen are lured to set up businesses here.
Thanks also to the growing Philippine BPO industry, the country’s employment rate is up by as much as 4% this first half of 2011.
Christino Panlilio, the Undersecretary of the Philippine Department of Trade and Industry (DTI), also projected more than a million jobs in the BPO industry within 2 years, and that the revenue generated in 2010 will double in 5 years.
With special programs by the government and the help of various call center companies in the Philippines, those expectations above aren’t that difficult to actualize.
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