Call centres in the Philippines take are just as beneficial for UK and Australian companies as for the US companies who are their primary customers. Yes, there are some differences in the English language spoken in the UK vs. the US but for all intents and purposes, the English is the same.
UK and Australian companies are under the same expense/income pressures as are the US companies that are increasingly using offshore outsourced call centres in the Philippines to lower their cost of sales and increase revenue. From their call centres in the Philippines, they get a 30-60% reduction in telemarketing costs (in comparison to similar locally sourced services).
In some cases they’re reallocating money they’re presently spending on telemarketing and/or customer support. Whether they’ve been doing it ‘in house’ or have been outsourcing, they still save a lot of money when they start to use outsourced call centres in the Philippines.
And they love the service they get from their Filipino call center agents too. The British have a very polite, ‘proper’ manner of speaking and that’s very consistent with Filipino custom too. They’re not as casual and informal as the Americans and (to some extent) the Aussies are.
The Filipinos learn English in school usually along the American English model. So, they do have to do some re-training and accent familiarization in training before they start to work on any programs for UK or Aussie clients. But this is the level of service provided by call centres in the Philippines. They’re happy to have the business and do whatever it takes to make the client happy.
Many of the products and services being sold to UK residents by call centres in the Philippines are the same or similar products that American consumers buy. And…..most business customs are the same. This means that experienced agents in call centres in the Philippines can easily transfer most of their skills when they start working on UK or Aussie accounts.
Filipino call center agents like helping UK and Aussie customers too…..especially the Aussie ones. In the Philippines, it’s not common for people to be as ‘open’ to complete strangers as it is in the US and other Western countries. That means that the agents in the call centres in the Philippines often feel like they’ve made a new friend after they talk with somebody on the phone at work. They view call centres work in the Philippines as just another way to make friends.
