Philippine Contact Centers… Why are They So Famous Nowadays?

Lower cost, Higher quality, Better productivity; those are the promises of Philippine Outsourcing call center services had proposed. The Philippines is now recognized as one of the best locations for outsourcing business even competing with India, which is recognized as the main hub in terms of the call center industry.

Call center services includes help desk, customer support, lead generation, emergency response, telephone answering service, inbound response and outbound telemarketing. They make use of new technologies in order to communicate via voice, e-mail or live chat recently using the VOIP (Voice over the Internet Protocol) and before IPLC (International Private Leased Circuit).

The Philippines had proven their prowess in the call center outsourcing industry. Due to different traits which Filipinos have, they were able to attract a lot of companies to continue making offshore deals in the country. The Filipinos are being respected in this call center industry for they are known to be very capable of speaking the English language almost as if it is their native tongue. They had been an American colony once giving them a lot of background of the American culture than Indians who have been under the British and having such thick accents were unable to make them very reliable in that matter.

Aside from this, the cost was also notable if discussed. Labor costs average ed to US labor cost of US$10 to US$14/hour; bandwidth costs between US$10,000 12,000. According to an article at www.customerservicepoint.com, the Philippines has a literacy rate of 94% which makes it a large pool of information technology professionals and a cost-competitive telecoms infrastructure. The country ranks third in Knowledge and Information-based jobs in the 2002 Global Technology Index research done by the META Group. And they also ranked #4 worldwide as an excellent source of IT professionals. Three million college graduates join the workforce each year, providing a tremendous source of talent.

With the cost being cut off companies are much more driven to lead in the competitive market but still retaining its quality service to its clients since the Filipinos like we discussed are quite skilled. The Philippines also have a very good support infrastructure from real estate and telecommunications.

With all of this being an asset for the Philippines many countries are eyeing it for outsourcing support. Maybe in the near future it can even surpass India if quality over cost will be the basis of the company.

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