Call Center BPO Jobs
If India is moving up in the outsourcing market, thePhilippines is gaining a fair share in thecustomer-contact call center business and the call center bpo job market.
It might be low-margin and low-end but it is stillconsidered as an employment boom for the Philippines.
For the last five years, the call center business inMakati City, Philippines has grown 100-fold with asmuch as 200,000 workers; even BPO companies arelooking for ways to double their work force.
In previous studies, India was still that best choicefor American companies seeking outsourcing services.
However, those who are seeking cheaper options formore basic services have discovered the Philippines.With the long history of contact with the UnitedStates, the Philippines are far more attuned toWestern culture than most Asian countries.
Employees at call centers not only find it easy torelate to Westerners but are also quick in adapting avariety of accents and enjoy their call center jobs.
Additionally, most people in inbound call center jobs are intensivelytrained to achieve the accent of the country they willbe calling.
Philippines have the lowest unit costs, highestquality and lowest attrition rates of any call centersin the world. The country is very well placed not onlyto compete but possibly to dominate in the sector.
The Training and Responsibilities
Although call centers in the Philippines began withsimply providing e-mail responses and handlingservices, these aspects have developed to almost alltypes of customer interactions, including travelservices, technical support, financial services,customer care, online business and business support.
Like most call centers, the calls handled by callcenter agents in the Philippines are categorized intooutbound and inbound calls. Outbound servicesavailable include telemarketing, advisories,reactivation of accounts, loyalty program benefits,sales verification and more.
On the other hand, inbound services cover a broadrange of services from all types of technical help,transcription, inquiries, complaints and billing.
Philippine call center agents adhere to a strictperformance metrics and are typically assigned ingraveyard shifts. They usually interact with customersfrom all around the globe mostly from the UnitedStates.
In addition, call center agents from the country haveundergone training processes, which normally entailphone screening, initial interview, examination and afinal interview.
Top Call Centers in the Philippines
In recent news, a major United States newspaper hasoutsourced customer care to the Philippines. MediaNewsGroup, one of the largest newspaper companies in theUnited States, has chosen the APAC Customer ServicesInc. for the outsourcing of their customer care.
The call center employs about 4,000 college-educated,English-speaking Filipinos in many contact centers.The services will include subscriber retention,delivery, billing inquiries and fielding inboundcustomer calls.
Aside from the APAC Customer Services Inc., there arealso other call centers in the Philippines that havegained global appeal. The LogicaCMG is one and is alsoa major international force in the business and ITservices.
The company focuses on enabling the customers to buildand maintain leadership positions through the use ofdeep industry knowledge.
Call center operations in the Philippines have beencredited by several Global BPO providers based on theUnited States mainly due to its world-classproductivity and the ample supply of highlycost-effective human resources. It is also projectedthat Philippine call centers will have over 300,000seats, fully employ up to 500,000 Filipinos, and yieldas much as $7.3 billion in annual revenues by 2010.
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