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Competitive Advantage of Philippine Call Centers

Feb 1, 2008
The call center industry in the Philippines is on the go. After its humble beginnings, it has become one of the primary industries showing strong growth potentials and revenues. As such, it has helped provide jobs for Filipinos and at the same time enabled companies all over the world to save as much as 50% to 60% on their labor costs. What made the industry achieve such a great growth rate in less than ten years?

Philippine call centers provide support in business operations and processes, technologies being used by businesses, and in delivering excellence in the operations of the customer service of companies from all over the world. Through Philippine call centers, businesses were able to improve the levels of their revenue, the management of their profit margins, as well as the relationships that they had with their customers. With over a hundred call centers in the Philippines, foreign companies do have a choice on the service provider that they can contact. Some of these call centers in the Philippines have global operations. Others have main offices in the United States, Australia, or other parts of the world.

The training of call center agents and other cal center personnel does not stop during the on boarding process. Rather, the trainings being given to Filipino call center agents continue well throughout the year. These trainings are in the form of refresher courses on improving their English language written and oral skills. By continuously investing on the training of agents and other personnel of call centers, the acquisition of skills is ensured so that they can perform excellent service as the years pass by.

In several call centers in the Philippines, they do have regular web-based training so that their agents are updated and that they can easily keep up with the demands of the times. It is a very dynamic world out there so call centers need to keep track with these changes to ensure that they are relevant to their customers and to the corporate clients that they have.
Philippine call centers are also committed to the professional development of their agents. As such, they do support the desire of agents to further their studies while serving with the company. The philosophy behind this is that happy agents translate to better service for customers whose calls are routed to Philippine call centers.

The professional development of call center agents also helps develop the career development of both young and old professionals in the Philippines. These professionals in turn are able to provide excellent service to customers from all over the world. The skills and talents of Filipinos are being shared with the whole world. In fact, as a testimony to this, the call center industry in the Philippines has grown exponentially in the course of five years. This is an unparalleled development in a single industry in the country.

Philippine call centers do compete well in the world market. As 2010 draws nearer, this competitive advantage is expected to grow and cater more to the customer service of the world.
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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