It appears that Philippine has taken over the call center outsourcing services, which is why a lot of people now refer to the country as the capital for call centers. It has overtaken India that was once very popular in this outsourcing niche. According to New York Times, nearly 400,000 Filipinos are workers in call centers, which is about 50,000 more people compared to India.
America Seems to Have Found a Better Call Center Capital – Philippine
More Americans are contacting the customer service lines in Manila (the capital of Philippine) for ticketing and tons of other services. In fact, even banks and phone companies now prefer to speak with a customer service expert in Philippine to the one in India.
Indeed, a huge revolution has taken place in the call center outsourcing business as Philippines rises to outshine its counterparts when it comes to call center outsourcing services in particular, and also other outsourcing niches.
It is no surprise that Americans are increasingly leveraging call centers in Philippines than India. Once the United States colony, the Philippines speaks ‘lightly accented English language’, especially the young people who dominate the population.
In the past couple of years, more people in the Philippines now take turns in form of night-shift duties, speaking to customers who are mostly Americans. According to the industry officials, “Well-known companies such as Expedia, JPMorgan Chase, and AT&T have either built their own call centers in Philippines or hired existing call centers.”
Most of the call center jobs handled by Filipinos in their country come from the United States, while some come from Europe. In fact, some Indian outsourcing call center service providers had to relocate to Philippine where their clients now chose to operate from.
The increased demand for Filipinos when it comes to call center outsourcing in particular can be partly traced to a preference for American English. At the beginning, this preference wasn’t a priority for companies since all that mattered was cost-cutting, as long as the offshore workers can understand and speak English, which is why America focused on India at the beginning.
However, companies in America are now pinpointing locations that are most suitable for certain outsourced tasks, which is why Philippines was identified as the most suitable offshore destination when it comes to call center outsourcing services. But, when it comes to software outsourcing and IT generally, India has maintained its position as the biggest destination.
Typically, call center agents in Philippine earn more compared to their Indian counterparts. Well, they deserve the extra earning since American customers find the Filipinos fluent with English language and understand their accent better than that of Indians. So, cost-saving is not necessarily why American companies are placing higher priority on Philippines, but improved efficiency.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! Inspires entrepreneurs build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.