Call Center Status in the Philippines
Offshore Outsourcing begun a few years back when developed countries begun to seek for new ways to reduce costs, increase efficiency and obtain bigger profits. Outsourcing (or contracting services) is often defined as the delegation of non-core operations or jobs from internal production to an external entity (such as a subcontractor) that specializes in a certain operation like for example, customer service, transcription and others. Also, outsourcing is done in a different location or country where labor is much cheaper. And because of outsourcing, many undeveloped or third world countries begun to benefit, specifically India being the primer of all. With the different services offshore outsourcing offers, the call center industry seems to emerge on top of them all. And as of now the highest competitor of India in terms of this, is the Philippines. India has stand out as a leading market for call center outsourcing because of its high technology facilities and having the best infrastructure required for call centers set up. Also, India has many quality certified Indian firms that have world class call center outlets with thousands of seats and developed communications technologies that ensures 24/7 service. India also has an unending pool of English speaking people that can provide high quality voice based service to customers for extremely low costs per hour resulting in bigger savings for companies. But the Philippines, though it charged a little higher than India, proved to have more quality in the subjects of English proficiency and in handling different customers with different cultural backgrounds. And compared to other countries that are also involved in offshore outsourcing, Philippines still come out to having the lowest or cheapest labor in this field, next to India. But as a lot of analyst said, the Philippines should further more enhance its infrastructure and obtain a lot of skilled agents in order for the country to be able to keep its place on top of the Outsourcing business.
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