The Philippines has achieved exceptional feats in customer satisfaction and overall performance over the years, which has helped aspiring foreign investors succeed greatly. Twenty years after the first call center opened for business, the sector has thrived and grown into one of the top destinations for foreign businesses looking to invest in BPO. Philippine call centers are still thriving, despite the industry’s growth and the difficulty of automation. Investors from the US, UK, Australia, and other countries find the Philippines to be the ideal location for growing their business operation.
According to a statement from the Information Technology and Business Process Association of the Philippines (IBPAP), the BPO sector alone brought in $23 billion in revenue in 2016 and directly employed about 1.15 million Filipinos.
The Philippines’ call centers are the top choice for foreign investors. The Philippine BPO industry’s flagship service continues to be voice call center services.
Why Philippines for Call Center Outsourcing?
Filipinos are generally proficient English speakers. As they speak, words flow easily and naturally. Additionally, Filipinos are naturally friendly people. They put a lot of effort into their work. The following are the reasons why businesses choose the Philippines for call center outsourcing.
Reduced labor costs
One of the main reasons for outsourcing call centers to the Philippines is the ability to reduce labor costs. Businesses in the US and abroad can save a lot of money by outsourcing to the Philippines instead of hiring local workers. In comparison to US call center agents who perform the same work, call center agents in the Philippines make $2.50 to $6 per hour. Due to this wage gap, US businesses can cut labor costs by as much as 70% by outsourcing to call centers in the Philippines. Additionally, because hiring, training, and benefits are handled by the outsourced call center, businesses also avoid paying for these expenses.
Outstanding customer service
The majority of call center employees in the Philippines boast excellent literacy and speaking abilities in English as well as a neutral accent that is ideal for communicating with customers. Filipinos are also friendly, polite, and persuasive to their customers, good qualities that raise the bar for the customer experience even higher.
Eliminates staffing shortage
For many college grads in the Philippines, working in a call center is an appealing career option. Companies are constantly hiring, and the pay is good. Every year, thousands of college graduates arrive in the Philippines prepared to excel in the call center sector with their advanced education and training. This high rate of employee retention helps American businesses address the staffing issues brought on by the Great Resignation.
Cultural compatibility and Western Influence
Given that they were formerly an American colony, the culture of the Philippines has a strong influence from the West. They have a rich culture that is a fusion of Spanish, American, and other Asian nations, making them adaptable and versatile in any situation.
English is the primary language for education and business in the Philippines, despite Filipino being the official language. The Philippines developed a system of government that is very reminiscent of the one the US uses due to the US’s significant influence there. As a result, foreign business owners, particularly those from Western companies, feel more at ease expanding their operations in the Philippines.
Government backing
The lucrative call center sector has long been supported by the Philippine government. The government recognized the industry’s potential in 1995 by establishing the Philippine Economic Zone Authority (PEZA), which provides attractive incentives to foreign investors such as four-year corporate tax exemptions, duty-free imports of supplies and equipment, and local tax exemptions and permits. Advanced customer support training is also provided by the nation’s Technical Education and Skills Development Authority (Tesda), which ensures a skilled workforce.
Contact us at EmpireOne Contact Center
For the best outsourced call center services, contact us. We have a team of professional and highly skilled call center reps that will deliver. We offer cost-effective services and delivery is prompt. Reach out to us today to enjoy our offers.
