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The Call Center Culture in the Philippines

Feb 1, 2008
Manila is very much alive by night. Were not talking about the Red light district. Rather, the lights are thrown by high-rise buildings hosting a number of call centers in major business districts in the Metro. Most of the clients of call centers in the Philippines are located in the United States and other developed countries, usually in the West, that is why the operating hours is usually at night.

Call center agents tend to be night owls. Thankfully, Philippine call centers offer lots of benefits to compensate for this. There are night differentials and even transportation allowance for agents traveling from different parts of the Manila so that they will not feel the brunt of transportation costs. You might say that employing call center agents may be costly. Yet, if the salary level is compared with those from developed countries, this is still way cheaper.

Call center agents tend to be young and independent-minded. Most of them are fresh graduates from the universities and colleges, except of course those who have been in the industry for three to five years now. Yet, these call center agents are able to assert their individuality and start developing a career early in their lives. In some cases, call center agents also support their families.

The holidays in the Philippines are not in conjunction with the all the holidays of other countries. Even if that is the case, customer service requires that the agents are in the office during holidays so that customers can still call about their most urgent concerns. Its not an easy job but call center agents in the Philippines has gotten used to it. After all, the difficulties are just part of the challenges that agents have to face in building their careers in the call center industry.

Filipino call center agents do have good phone call management skills. This can be attested to by a lot of callers who have talked to a Filipino agent. It is not easy to deal with rude or irate customers, yet Filipino agents manage to do that. What they do is to put themselves in the shoes of the customer and diagnose what they need. They offer the best solutions there is with a smile. That is one of the most important features of Filipino culture the ability to smile even in the most difficult situations.

Filipinos are also known all over the world for their hospitality. This trait is also translated in the way that Filipino call center agents deal with the people they talk to on the phone. They are courteous and always aware of the customers.

The call center industry in the Philippines has encouraged the economic mobility of young people. In fact, even at a young age, a number of call center agents are now in the process of buying their homes or their cars because of the success they meet at Philippine call centers. Of course, they will not arrive at such a success if they did not work hard for it first.
About the Author
James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit: http://www.global-sky.com
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