How the Philippines Became the Capital of BPO Industry: A Brief History of Philippines Call Center Services

The Philippines is known as the capital of the BPO industry. It is one of the top choices for call center, a subdivision of Business Process Outsourcing, among the world’s best companies, especially those situated in the USA, Europe, and the UK. With excellent work ethics, effective communication skills, and competitiveness, the country has proven its value in the business world. The other factors that contribute to the success of call center services are that the Philippines is the third largest English-speaking country in the world with a very high literacy rate. The Philippines call center industry continues to expand at a very fast rate and the industry is forecasted to flourish further. 

The Philippines call center industry has an interesting history that goes back to the 1990s. In the year 1992, a man named Frank Holz established the first contact center of the country with a company named Outsource2Philippines, Inc. This was the stepping stone of the call center industry in the Philippines that is now acknowledged as the “Sunshine Industry.” At the time, call centers were functioning as providers of basic services like email response and managing services.

However, it was only in 1997, the country established its first multinational account and in 1999, Jim Franke and Derek Holley opened Philippine’s first call center company. Gradually, the industry expanded its services to technical support, customer relations and care, business to business and business to customer support. In the 2000s, the decade that saw the growth of the internet and faster communication around the world, the industry boomed and contributed 0.05% to the nation’s GDP. Soon after, in 2001, Trade Secretary Mar Roxas opened the Contact Center of the Philippines, dedicated to promotion and growth of the industry. It didn’t take too long for the GDP to grow to 2.4%.

In 2006, the Philippines’ call center industry experienced a 46% annual growth. With the increasing growth rate, the country was declared the World’s BPO capital in 2010. Among India, Malaysia, Indonesia, Bangladesh, and western countries, Philippines ranked as the top destination for business seekers. In 2011, the GDP increased to 4.9% and in 2012 it touched 5.4%. Generating 900,000 job opportunities and revenue of $15.5 billion, it became one of the fastest growing and biggest industry in the country. Unfortunately, in 2017 the country saw a small slump and did not reach its expected figures in terms of generating new job opportunities and its annual growth rate of 17%. However, experts and economists have predicted the industry to bounce back from the slow down in 2018. Even today, it is one of the largest sources of employment, foreign earnings and a big contributor to the country’s economy.

Call center services in the Philippines and the BPO industry has come a long way. The massive growth and expansion have broadened the scope and industrial capabilities of the BPOs. Asiatel Outsourcing does not only specialize in call center services, but also provides bespoke solutions for data entry services, creative services, multilingual services, finance and accounting services, managed operations, NOC outsourcing services, Wholesale Telecom outsourcing, VoIP technical support, and helpdesk outsourcing services. Contact us today, if you are looking for a trusted outsourcing partner.

All about Philippines Call Centers – Things to Know About the Job

The Philippines Call Center industry is one of the fastest growing industries of the country. It continues to be the largest source of employment and a big contributor to the economy. Experts have forecasted greater boom of the industry in the coming years. In the past years, the industry has become one of the most preferred destinations for foreign companies looking to invest in business process outsourcing. The Philippines is popular for being the capital of BPO industry in the world and the private sector is acknowledged as “Sunshine Industry.” Here are a few things to know about the call centers in the Philippines. 

 Why the Philippines is the leading outsourcing partner in the world?  

The Philippines is the top call center destination for the investors. In very little time, the industry has generated incredible revenue and job opportunities. The Philippines call center industry has surpassed India, Indonesia, Malaysia, Bangladesh, and even western countries. There are various reasons why investors prefer Philippines call centers over others.

The number one reason why companies are partnering with offshore companies in the Philippines is that of the employees’ fluency in English and accent neutrality. Filipinos have excellent knowledge of the English language, both verbal and written. They are considered efficient communicators when it comes to English. They speak as if it is their native language. The Philippines was a US colony for years. It has also adopted English as their official language and it is the third largest English-speaking country. In addition, Filipinos possess a neutral accent that works well with foreign customers. Filipinos value education which is why there are a very high literacy rate and a huge population of college graduates every year, seeking serious work.

The Philippines is located in the heart of Asia. The easy accessibility for the investors makes it an ideal destination for outsourcing business. The primary reason why companies invest in BPOs is to save their money and reduce the burden. The Philippines is their top choice because it provides a skilled and educated workforce at inexpensive operational cost. Meanwhile, the government provides constant stability and support to the industry and have also worked for its promotion and growth in the past. While investors are lured to the Philippines for business, most Filipinos are also interested in being the part of the booming industry. Here are a few more things to know about the call centers in the Philippines.

How to apply? There are a few ways to apply in the call center industry. You can either walk-in with your resume to the HR department or go through employee referral, wherein an existing employee refers your name to the recruiter. Other ways include applying through consultancies or job portals and waiting for an interview call.

What are they looking for in the candidate? Good news is that the Philippines call centers do not necessarily need experienced candidates. A fresher can apply too. However, effective and clear communication skills and good knowledge of the English language is a must. You need to be patient and adaptable in order to ensure customer satisfaction and helping with their issues. Also, good retention power helps in grasping knowledge about their products and services. In order to become a good representative, it is important to be familiar with their products and services and deliver accurate information.

Selection process: The selection process in Philippines call centers involve various stages beginning from phone screening wherein the applicant is required to give an interview of sorts on the phone. This helps the company determine the quality of conversation over the phone, which is their primary source of communication with the customers. It is followed by written aptitude tests. The first round of face-to-face interview happens with the human resource department. If you clear the first few rounds, you are invited for a final interview which is conducted to test your industry-based skills. Once you are shortlisted, the job offer is made, and it is up to you whether you want to accept it or not. The stages of the interview in may vary.

What happens after selection? From the day of joining, the call center agent is provided with a suitable training. They learn the foreign accent and study geography and cultural morals of the clients’ country. They are also provided adept knowledge of the company’s goal, vision, products, and services.

What to expect from a job of call center agent? As a call center agent, you are required to help customers through phone calls, emails, and chats. You are expected to give a personalized solution to their problems and provide customer satisfaction. At the same time, you must document and respond to web tickets and report to the concerned team if the issues remain unresolved.

Meanwhile, you can expect to enhance your communication, problem-solving and computer skills. Call centers in the Philippines offer their agents good compensation and benefits. Also, the regular evaluation and target-based reward schemes provide great motivation and faster promotion and growth opportunity in the industry.

Call center jobs are a great way to begin your career and hone your skills. These jobs promote professional advancement and ensure you enjoy the job to the fullest.