The Information Technology sector is continuously growing, as there is a steady rise in the demand of faster and more efficient customer service by major companies.
Because of this, agents and companies for call centers in the Philippines are also increasing so as to meet with the demands of international clients. Instead of adding more employees to work under their marketing sector, companies now hire third parties, such as call center companies in the Philippines.
Included in the call centers in the Philippines are inbound customer service, outbound telemarketing, lead generation, customer contact services, finance and accounting, medical and legal transcription, logistics, web development, technical support, software development, language training, and human resources management. Because of the high demand of impressive and quality customer service, these companies now play a major part around the world.
Due to recent advancements in technology, it is now easier for call centers in the Philippines to work beyond borders and cross over to other countries. Also, this made it possible for small and medium-sized establishments in the Philippines to be connected with clients from the United States, the United Kingdom, New Zealand, and Australia. Companies in the mentioned countries are looking forward to have the Philippines as their major source of work force. Small to medium-sized companies have about 100 to 500 agents, while renowned call centers have a work force of around 1000 to 5000 that are spread across the country. This is primarily because of the effective business pattern which is also affordable, and the quality and quantity work of the majority of call center agents.
Knowing that Business Process Outsourcing is a huge advantage for the economy, the Philippine government gave its support by allocating spots and helping local and foreign BPO companies in preparing requirements so they can set up their company in the country. That’s why, today, BPO parks can be seen in Makati, Manila, Alabang, Pasig, Bagiuo, Ceby City, Dagupan, Cagayan de Oro, Davao, Dumaguete, Lipa, Ilo-Ilo, and also Legazpi City for optimized operations offshore.
For the last five years, call centers in the Philippines have been a major player in providing jobs for Filipinos. About 1,500 people were hired in the year 2000 and this rate continued to double each following year. By 2005, around 60,000 seats were filled, and then it reached 100,000 by 2006. At present, there are half a million agents working in the call center jobs philippines to provide quality service abroad. Filipinos are remarkably good when it comes to speaking English, which is why foreign companies are impressed by their performance. There was a bit of low time of application of employees in 2003, as there were reports that new recruits had some difficulties in adjusting to graveyard shifts, as well as meeting high standards set by the call center industry. Some years after that, old employees were able to adjust and there were more trainings provided for new applicants. Since April 2009, with the help of Pangulong Gloria Scholarship (PGS), call centers were able to yield around 70% of employees who are fresh graduates.