In Asia, one of the major players when it comes to the call center industry is the Philippines. In 2004, the country had 20% of the entire market share in call center solutions around the world. According to experts in this field, there is an expected increase of about 55% in 2009.
Since the industry of the market is very strong, it was able to contribute about 12% to the Philippine’s Gross National Product. It is now also identified as the leading job provider for 900,000 Filipinos in the country. In the Philippines, there are around 700 established call centers and one of them is sutherland call center.
In addition, the country was able to obtain a spot on the list of the top ten business process outsourcing destinations in the whole world because of the outstanding performance in the market. There is an increasing trend of performance and employees for call center jobs in the Philippines.
A number of factors contribute to the success of the BPO industry in the country. One of the major factors is Filipinos’ ability to speak English. Compared to other Asian countries that are also in the call center business, Filipinos are preferred because of their neutral accent. After a few months under speech trainings, people who are hired for call center jobs in the Philippines can speak in an American accent. Through this, clients are assured of a better English-speaking staff, and the company saves on training costs.
One more reason why there are plenty of call center jobs in the Philippines is that outsourced work is delivered with outstanding quality by Filipinos. Filipinos are commended by clients when it comes to providing customer service, efficiency at work, and courtesy to customers. Moreover, they are able to meet the strict performance metrics of international standards.
Lastly, the industry of call centers in the country has a booming enterprise because they offer good rates without sacrificing quality service. In Asia, outsourcing call center services have proven to be 85% more affordable as compared to employing Americans to work in the customer service department. On average, a Filipino call center agent is paid around 5 to 10 US dollars every hour by foreign clients. It is definitely cheaper by 25 US dollars per hour rate that call center agents in America will charge.
With regards to impressions within call center jobs, Philippines continue to spread positivism. Despite the economic crisis faced by the rest of the world, this business is continuously flourishing. As a matter of fact, it is still a good source of job opportunities for Filipinos who want to have a stable income. The job does not require much; all that a person needs is to have good working skills and a natural English accent, which can be developed with training. If the BPO industry continues to be better and be able to reach greater heights, there is a high possibility that half of the worldwide market shares will be attained.