Philippine Call Centers
Without a doubt, the Philippines is one of the most sought-after destinations for call center outsourcing. It’s considered the largest outsourcing industry in the world, generating annual revenue north of $25 billion.1 The Philippine economy has been rapidly growing in recent years thanks to a talented workforce with a high percentage of college graduates, access to the latest call center technology, and a substantial English-speaking population.
The Call Center Industry in The Philippines
The Philippine business process outsourcing (BPO) industry is one of the driving forces of the nation’s economy. Over the past decade, there has been substantial investment in training and infrastructure to support the growing call center marketplace. As more and more companies are trusting contact centers in the Philippines with their outsourcing needs, agents are receiving unmatched experience in virtually every vertical and service.
Government tax incentives for the BPO industry and a low cost of living have helped keep prices down, allowing for highly competitive wages for agents and cost savings of up to 70% for businesses.
The Call Center Workforce in the Philippines
The vibrant call center industry in the Philippines has made a fruitful career as an agent both viable and enticing through competitive pay and job security. Add in agents with impeccable English skills, great pride in their work, and strong western influences, and you’ll find a workforce nearly unrivaled in the world of BPO.
English is one of the official languages of the Philippines, and over 70 million Filipinos speak it.2 Alongside the native language of Tagalog, English is taught to students starting from a very young age and is the primary language used in higher education. Additionally, English is used when drafting laws, court rulings, and in media such as movies, television, and music with very few exceptions.
Filipino workers also tend to speak English with a low accent and have a strong grasp of Western culture, due to a previous occupation by the United States and a steady consumption of Western media such as television, music, films, and books. These traits make them exceptional representatives for companies based in the US and Canada.
Despite being located on the other side of the globe, Filipino agents deeply understand North American culture and social norms, including the intricacy of Western communication styles. This alignment minimizes communication barriers and misunderstandings.
History of Call Centers in The Philippines
Prior to the rise in foreign investment in the Philippines, the country experienced a somewhat weak economy. With a lack of diverse employment opportunities, many highly skilled Filipinos sought work overseas rather than staying at home, where their knowledge and skills were not being utilized.
The establishment of the first contact center in 1992 spelled a new era for the country and its citizens.3 As the foundation of the Philippine BPO industry was laid, employees honed their skills in email responses and management. Soon, the industry would expand its services to include outbound and inbound voice calls.
As the industry grew, the Philippine government began to focus heavily on creating an optimal environment for foreign investment. In 1995, the Philippine Economic Zone Authority was created to bolster investments and aid in the business operations of investors.4 This new government agency focuses mainly on export manufacturing but also outsourced services. In that same year, the Philippines Congress passed the Special Economic Zone Act to draw foreign investments.5 This act allowed for better employment opportunities for citizens and helped generate economic growth in the country.
These new initiatives had an overwhelmingly positive impact on the outsourcing and call center industries in the Philippines. By 2008, the country had overtaken India as the top BPO destination in the world.6
The first call center was opened in the Philippines, marking the first step toward building what would ultimately become a pillar of the nation’s economy.
The Philippine Economic Zone Authority, a government agency that focuses mainly on export manufacturing, was created to positively impact investments and business operations of foreign investors.
The Philippines Congress passed the Special Economic Zone Act to increase foreign investments, helping citizens prepare for better employment opportunities and generating economic growth in the country.
The Philippines became the top BPO destination in the world, surpassing India, a veteran in the outsourcing world.
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Quick Facts: Philippine Outsourcing
|Average Cost Savings||70%|
|Regions||Offshore, Asia and the Pacific|
|Area||120,000 sq. miles|
Major Outsourcing Cities in The Philippines
|City||Current Local Time||Flight Times|
|San Francisco||Chicago||New York|
|Manila||14h 27m||16h 47m||17h 31m|
|Cebu City||14h 34m||17h 09m||17h 59m|
|Quezon City||14h 27m||16h 46m||17h 03m|
Our Philippine outsource call centers have direct experience in the following industries:
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