Outsourcing Call Centres to the Philippines – How the Philippines became the #1 BPO destination in the world

Businesses need call centres to establish communication and provide excellent customer service. Poor call centre experiences can make or break a company’s reputation. Over the past few decades, the Philippines has built an outstanding track record by providing high-quality call centre services to the West, especially the US. The Philippines has become the #1 destination for business process outsourcing in the world, and there are plenty of reasons why. While most businesses are pleased with the cost-effectiveness of Philippine call centres, the drivers for success are high-quality of service, business-friendly infrastructure, and the great relationship between UK-based companies and the Philippines.

The Philippines offers a large pool of highly qualified professionals experienced with business process outsourcing and customer service. Some of the best places to work in the Philippines are call centres because of the competitive salaries and benefits offered. This attracts the best employees. While Philippino culture values hard work, these positive work environments are key for inspiring continued high-quality service. Well-equipped call centre professionals can adapt to high-pressure situations and focus on the solution. Effective service eliminates the number of times a customer must call back in order to resolve their issue. Perhaps the most common reason for customers to leave reviews of a company is whether they received good customer service. The business reputation is at stake. When outsourcing to another country, it is important to consider the setting where the call centre operates. The Philippines offers outstanding infrastructure and government support to create a business-friendly environment. A strong telecommunications network complete with cutting edge technology, information security, and phone routing are well established. The Philippines have data security laws in place to protect sensitive information. They also have the Department of Information and Communications Technology, which is dedicated to creating policies and programs to encourage the growth of call centres. Over the past few decades, the government has provided support to help grow this important economic sector.

When all is said and done, what it really comes down to is the people. Businesses that have outsourced their call centres to the Philippines have formed solid partnerships. Strong management, executives, and helpful agents go a long way to meet the demands of businesses. Perhaps the biggest hurdle to overcome is that UK-based customers fear that call centre employees might not be able to fully understand and solve their problems. The Philippines is the third-largest English-speaking population in the world, putting their English language proficiency at the top. There is also a close cultural affinity to the West, especially the UK. Call centres provide training and use best hiring practices to employ people who can establish rapport quickly to instil confidence that the caller will be well serviced.

Call centres provide crucial services that can maintain, or even improve, the reputation of a business. For many years, the Philippines has obtained a competitive edge over other countries and has been the #1 destination for business process outsourcing in the world. The future looks bright for the growing number of business partnerships between the Philippines and the West.

Call Centres Philippines – #1 Call Centre

What makes the Philippines the world’s leading call centre outsourcing destination? 

As far as voice-based services go, foreign investors from all over the world consider the Philippines the top destination for outsourcing. Not only has the Philippines taken over India as the leading call centre destination, but it is also projected that in the Philippines the industry will provide around 1.3 – 1.5 million jobs by the year 2020, with the call centre industry continuing to be the largest contributor to the economic growth of the country.

Due to its close historical ties with the U.S., the Philippines has been recorded to hold a wider range of population with an American English accent than any Asian country. But it’s more than just nice voices and great accents that make Filipinos preferred call centre workers. Filipino culture plays a big role as well. It’s the culture too. Patience and hospitality are two virtues dominant in Filipino culture, which means when it comes to customer service, Filipinos are willing to go above and beyond to accommodate requests, and meet customer needs.

Why are so many companies outsourcing their call centres to the Philippines? 

In addition to pleasant voices, accents and personalities, here are a few other reasons why companies are outsourcing their call centre needs to the Philippines:

  • Cheaper Labor Costs
    • Basic wages in the Philippines are much lower compared to other Asian countries, making labour costs the number one reason why companies choose to outsource to the Philippines.
  • High-Quality Workers
    • In addition to cheaper labour, companies also get high-quality work, as Filipinos are naturally very friendly, resourceful and hard-working.
    • As mentioned above, cultural values such as patience, hospitality, respect and politeness play a big role as well, providing an unparalleled work ethic that’s ingrained in the very essence of the people.
  • Location, Location, Location 
    • Finding a strategic location is an important part of the process when it comes to offshoring part of your business operations. The Philippines is an ideal location because it is at the heart of Asia, geographically easily accessible  
  • Fast Learners in an English-speaking country
    • In addition to being hard-working people, Filipinos are fast learners, cutting down on training time. Also, regardless of their level of education, most of the population has a strong grasp of at least basic English, making it easy to have seamless and effective communication between local and western components.
  • Highly educated people with an affinity for Western culture.
    • As a former U.S. Territory, people in the Philippines have an affinity for Western culture, and other cultures as well. Filipinos place a high value on education, and being open to and learning from other cultures is part of that. What better person to be part of your team than one who is open-minded and willing to learn, adapt and assimilate to both cultural and business culture expectations?

Whether yours is a large corporation or a small start-up, outsourcing a part of your business to the Philippines is a great way to help you focus on your core capabilities, and let someone else handle other logistics that might get in the way of progress and creativity.  Outsourcing call centres to the Philippines is not only a good idea, but it’s the way to go!