Industry Research : Call Centres in Philippines Employ More Agents than India
Some Indian call centre operations have even moved part of their business to the Philippines.
The large number of young fluent English-speakers who naturally talk with an American twang is one of the key reasons more outfits have established a presence on the Pacific archipelago.
Customers calling from the US sometimes struggle with Indian-accented English even though centres in Delhi, Mumbai or Pune train their staff to iron out any kinks.
But the fact that the Philippines was once an American colony and still clings to many US cultural values means that agents can more easily identify with callers. The Philippines' education and legal systems are based on those in the US and still mirror them closely.
Migration to the US from the Philippines is another point for affinity. Filipinos are now the US's second largest group of immigrants after Mexico.
The Philippines' advantages coupled with low labour costs – a call centre shift pays just £13.20 – have allowed the Philippines to overtake India.
A recent survey by IBM found there were more call centre agents in the Philippines than India. The Philippines' Contact Center Association says that 350,000 are employed locally, compared to India's 330,000.
Last year the business in the Philippines earned about £6.5 billion, with that figure projected to rise to £16.5 billion by 2016, partly due to tax breaks for new companies.
But in so-called non-voice operations – business process outsourcing like human resources, accounting and legal transcription – India still reigns supreme and dwarfs the Philippines.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Patronising Agents
Published: Friday, July 8, 2011
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
At CGI, we are in the business of satisfying clients. For more than 35 years, we've partnered with U.S. defense, civilian and intelligence agencies to support their mission-essential needs at every st...
Genpact is a Business process outsourcing (BPO) company in India. It was formerly a GE owned company called GE Capital International Services or GECIS. It operates from India, China, Guatemala, Hungar...
|Arise Virtual Solutions|
Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-ho...