Filipino Call Center | An Emerging Filipino Call Center

Filipino Call Center: Prospects for the Future

Posted on December 14, 2011 by filipinocallcenter

The year 2000 was the dawn of the Filipino call center industry. From then, the industry mushroomed exponentially towards becoming what it is today—the Business Process Outsourcing center of the global market. From this, the Philippine economy gradually thrived from the steady influx of foreign investments. With a highly commendable flock of Filipino call center agents who are neutral in accent and familiar with western business culture, the Filipino call center industry continuous to lure more and more investors each year.

Today, its growth and success are felt and overpowering, in both the national and international market. Within the country, it employs more than 500, 000 direct employees today and its revenues are expected to reach $25 billion by 2016, a 10% total share in the global market. In the international arena, the Philippines is expected to overtake India as the call center capital of the global call center industry, with a $5.7 billion revenue this year (a $200 million higher than that of India’s $5.5 billion revenue).

Despite these promising records, the challenge remains haunting. Notwithstanding its successes, revenue-wise, the Philippines’ share in the global BPO industry remains minuscule compared to other outsourcing countries. With only a total $9 billion share in the global BPO market, the Philippines’ BPO industry, today, must yet grope for further heights before it stands firm and worthy beside India’s $47 billion market value.

Living the life of a call center agent

Posted on November 28, 2011 by filipinocallcenter

The Philippine Call Center industry is booming. The steady influx of college graduates working in call centers vouches for this. Career growth, good compensations, and the perks that come with it are the motivating factors that entice applicants.

The window of opportunity is wide but it comes at a price. Graveyard shifts mean less time spent with family, friends, and oneself; the Filipino call center agents rarely enjoy the sunlight. This is so since in order to reap rewards; there is a need to so hard work. Working during the night and sleeping during the day screws up one’s body clock.

In that regard, one needs to eat a balanced diet three times a day, sleep the way out of stress, and relax on breaks and after shifts from time to time. Moreover, one should exercise everyday and avoid vices like smoking and drinking; getting sick is costly. Of course, one should perform one’s job efficiently; happy clients give fatter checks.

The call center industry is the staging ground for aspiring Filipino workers who aim for a better pay in a comfortable working environment. Moreover, the global competences of Filipino call center workers are harnessed at its finest. Deadlines, quotas, overtimes, and the patience in dealing with moody clients—these are the hammers that break through the rough edges of Filipino skill and competence. Thus, the call center is not for the weak-willed and faint-hearted. It is for those who dare and succeed.

Posted in Filipino Call Center | Tagged BPO, call center, call center agents, call center philippines, filipino call center, outsourcing, outsourcing Filipino agents, philippines call center | Leave a comment

Fostering Empathy in Filipino Call Center Agents

Posted on September 12, 2011 by filipinocallcenter

Whether they like it or not, call center managers have a stake in improving the empathy skills of their agents. Anyone serving a consumer-driven business, particularly in one with so many competitors, would do well to learn about being empathetic. In the Filipino call center setting, Filipino call center agents require empathy to be able to communicate with and serve their customers better. Empathizing is a unique trait the mastery of which can build long-term trust and rapport between agents and customers, between manager and agents, and between the Filipino call center provider and the overseas client. When Filipino call center agents learn to master the art of empathy, they will be able to deal with irate callers much easier than they would have expected. They can also win the favor of new or potential customers, retain longstanding customers and be able to handle customers no matter what disposition they’re in.

Call center managers should see to it that training agents’ empathy skills are enhanced through modules that incorporate the following techniques:

1. Role Playing

Childish though it may sound but role playing is a powerful technique when it comes to enhancing Filipino call center agents’ empathy skills. Going through various roles allows agents to encounter a rainbow of situations and feelings, which could be very useful for future reference. Filipino call center agents, through role playing, are able to anticipate situations and predict customers’ reaction to them. This may also lead agents to effectively respond to negative feedback.

In the course of training, Filipino call center managers should remind themselves of the following:

Role playing must be planned carefully; not just any role play will do, so at the very least craft a scenario that is interactive and able to bring forth that undeveloped empathy.
There should be a clear and concise objective behind the role play/s so your agents would understand why there was a need to role play in the first place.
The conversation should be informative and convincing enough.
Solicit feedback from the onlookers.
At the end of the role play, make time to discuss the feedbacks provided and sort out the positive from the negative so something can be done accordingly the next time around.

2. Training

Maintain a creative set of training modules, whereby Filipino call center agents can interact with the trainer/s. Modules must be sensitive enough to:

Identify and build rapport to induce participation from agents
Incorporate questions that elicit empathy

Training modules must not only be a bunch of theoretical concepts. More than anything, they should include exercises, such as role play. These exercises will provide newly hired call center agents a first-hand experience of the problems and the sort of individuals they will likely encounter during their time of service.

In addition, training modules should be customized to address various kinds of recipients (e.g. new agents or tenured agents that require refresher or level-up trainings). Particularly for Filipino call center agents who need to up their performance through refresher or level-up trainings, it would be better to train them under different modules rather than just recycle the module intended for new recruits.

Call center agents’ have varying empathy levels and such can often be affected by the length of service. At the beginning, first-time agents may tend to be more empathetic to customers as the work is still a novelty to them. But as call center work becomes more and more routinary, the hum-drum day-to-day repetition of scripts will eventually develop what most social scientists’ call “compassion fatigue.” Filipino call center agents will end up the way agents from other countries did – mechanical, less responsive to the needs of customers, and answer calls only out of obligation – because of countless exposure to irate calls and the usual call center problems. To avoid this, an effective set of training modules that allow the retention of this “compassion” should also be established.

3. Buddy System

It is not known how often the buddy system is used in Filipino call centers, though it is commonly a tool for nurturing empathy among British call center agents and agents in other Western style call centers.

The buddy system calls for the pairing up of two agents. They will serve as each other’s critic and ally, identifying the areas where they each need to improve on as well as praising the partner for the areas she excelled in. The buddy system is also a way to learn from each other and put whatever knowledge gleaned to good use. There could be particular instructions on how to go about this, so the training module must outline the principles and the processes involved in the buddy system. Policies on the buddy system should be:

Information intensive and able to explain the cultural quirks and the diverse impact of empathy and the significance of quality customer service.
Capable of analyzing and evaluating compassion fatigue from genuine empathy through the use of concrete call examples
Based on skills and allows Filipino call center agents to practice whatever they learned from the modules to match the established call center standards.

So if Filipino call centers follow these techniques, will the problem of low empathy rates be solved? If it worked in the United Kingdom call centers, why on earth will it not work in a Filipino call center? Come to think of it, even if Filipino call centers are essentially based in the Philippines, they serve a wide range of Western clients from the US to the UK to English-speaking countries like Australia, Canada and New Zealand. The UK experience in particular testifies to an increase in customer satisfaction ratings. This immediate positive impact goes without saying that by taking into consideration the aforementioned techniques, Filipino call centers will be able to produce one of the world’s best agents in the history of call centers.

Posted in Call Center, Filipino Call Center | Tagged call center, call center agents, empathy, empathy in call centers, filipino call center, filipino call center agents | 3 Comments

Filipino Call Centers: Utilizing SEO to Win the BPO Race

Posted on July 8, 2011 by filipinocallcenter

So the fight for that title isn’t over yet. The Philippines tends to be more complacent after receiving the title of top emerging business process outsourcing (BPO) destination. This is merely an icing on the cake. As an emerging destination, there is still much that Filipino call centers need to work on. Our title is a far cry from being the top call center in the world. Although revenue-wise we might have taken India by surprise, our visibility and saleability on the internet are only second to their efforts.

Try to go to Google AdWords and type in all possible keywords used to search for call centers in the Philippines or call centers for that matter. Google will provide all the related keywords, even those that you have not yet encountered. Estimated data on how many global and local searches are there for each keyword will also be provided by the search engine’s keyword tool. Once you have generated the list, try to click that little magnifying glass at the corner of each keyword. It will redirect you to an analysis of that particular keyword, such as what category is that keyword usually searched under, which websites or pages that utilized it have gotten the highest searches for the last twelve days, and which regions in the world have gotten the most searches out of this certain keyword. You will be astounded with the results.

Compared to Filipino call centers, India has higher number of searches. Broad keywords like BPO, call center, and outsourcing are already their turf. Insights from the Google AdWords Keyword Tool show that there is more regional search interest in India’s BPO industry than in Filipino call centers. Websites and articles about India’s outsourcing activities are on top of almost every popular broad-based keyword. Not to be disheartened completely, however. The Philippines shows a lot of promise when it comes to online marketing and has already made great progress so far.

Several BPO firms in the country rely on the reputation of their parent firms abroad, so their marketing strategies are also less inclined to BPO. These big-time firms can get thousands and millions of clicks without much effort, having run the race earlier than and ahead of the others. However, how do you level the playing field with these biggies? Search Engine Optimization (SEO) or, in simpler explanation, is a composite of strategies that enhances a website’s visibility in the Internet. Indian BPOs and, of course, the United States were among the first to apply SEO as a means to promote information about their products and services online.

Search Engine Optimization (SEO) is a relatively new concept for the toddler BPO industry in the Philippines. Firms here are mostly reliant on traditional marketing methods such as news paper advertisements, radio commercials, job fairs, and the like. The Internet has not been neglected, but neither is it the lifeblood of these firms. They usually leave business development and partnership concerns to the management abroad. But for the few that do not have a base in foreign shores and were founded and nurtured on Philippine soil, they put all their efforts on SEO. Thus, it is apt to call them ‘Filipino call centers.’

So perhaps there is little basis for comparing call centers in India and Filipino call centers, since the two industries emerged from different contexts. While Indians have been trying to prove to the rest of the world their prowess as a modernizing nation and achieve the growth that has long since been overdue. Filipino call centers, on one hand, have felt the same calling, but its first brushes with outsourcing was not so much a deliberate effort. It was more like an accidental discovery that led to the sudden growth of the local outsourcing industry. It is also undeniable that the Philippines is a late player; we entered the marathon at a time when most runners have almost crossed the finished line.

But the great thing about BPO is that the finish line is actually just temporary, and the race can go on for decades, centuries or for as long as the contending firms still stand. So no matter where one is in the race, it is guaranteed that with the right amount of marketing, especially one that takes into consideration digital strategies (in accordance with the present era), Filipino call centers would soon get to where the US and other Asian outsourcing giants can get to. So basically, given the fact that in less than a decade and despite being a late contender, Filipino call centers and BPO companies already overtook the total revenue of India’s industry counterpart, then it only proves that when it comes to outsourcing, there is no fixed finish line.

That is why Filipino call centers should increase their SEO efforts to stay resilient in the midst of an unstable BPO race. The continuous nature of SEO provides a solid armor to fluctuating consumer demands. It can also support traditional marketing strategies and serve as an alternative marketing tool should call centers and other BPO firms decide to cost-cut or focus more on their core functions. Through SEO, Filipino call centers stand a great chance of leading the BPO race through SEO as it backs up existing plans and sustains when all else fails. So they should start to think digital, to exhaust the Internet and all that it has to offer, as much as they can.

Posted in BPO, Call Center, Filipino Call Center, Outsourcing | Tagged BPO, call center, filipino call center, outsourcing | 10 Comments

Dynamic Metrics in the Filipino Call Center Industry

Posted on March 7, 2011 by filipinocallcenter

Experts say that strict metrics employed by many Filipino call centers can be self-destructive. According to them, dynamism should be the landmark of every Filipino call center especially where performance and growth are concerned. Here are some of the reasons why:

Since not all projects in Filipino call centers have the same qualifications, internal amendments to hasten operational processes and optimize productivity would ultimately depend on the nature of each project.

Clients also tend to have their own whims, so a rigid metrics can perhaps fail to foresee clients’ unexpected moods. Some clients would have their own standards when it comes to the performance of their outsourced personnel (in this case the Filipino call center agents deployed to their respective accounts). There is a great likelihood that clients’ differing metrics may clash with the metrics imposed by the management.

Finally, there is certainly no one-size-fits-all system applicable to all Filipino call centers. Although it is understandable that Telemarketing and Customer Care metrics differ, it is also not advisable to have the same performance and growth metrics for all accounts under Telemarketing or Customer Care.

The point is simple: Filipino call centers should therefore appreciate the beauty of customized metrics. Flexible metrics increase opportunities for more projects. Clients want their business needs to come first, thus most of them would prefer a Filipino call center that gives these needs priority. They want a partner firm that can change with the changing times and keep up with global trends. This is one of the reasons why some clients would prefer Filipino call centers that are also capable of lead generation. In such a way, they do not have to contract another firm to scour for leads, which will only add to current company expenses.

——————————————

If you seek to apply for a job in or plan to outsource your services to a competent call center here in the Philippines, we highly recommend eBusiness BPO Inc., a trusted outsourcing firm that offers services like back-end office management, virtual assistance, accounting, IT services, call center seat leasing and the like. For more information and inquiries, you may visit the corporate website http://www.ebusinessbpo.com. You may also call 1.866.583.2811 (US Toll Free) or email us at support@ebusinessbpo.com.

Posted in Call Center Jobs, Filipino Call Center, Uncategorized | Tagged BPO, call center filipino, call center philippines, emerging filipino call center, filipino call center, filipino call center jobs, outsourcing | 8 Comments

Some Things Filipino Call Center Managers Should Take Note Of

Posted on February 28, 2011 by filipinocallcenter

As the world becomes flatter and flatter and borders are getting more and more irrelevant, it is imperative for Filipino call centers to learn the real meaning of globalization and the essence of “riding the outsourcing waves” (Read, 2002). Filipino call center managers should take their cue from the following:

1. Complex Environment. For over a decade since the establishment of the Filipino call center industry, there must have been several changes: some practices enhanced, some practices gone out of fashion, and some new strategies adopted. Due to a growing number of competitors, it is no longer enough for Filipino call centers to focus on existing processes. They need to look beyond the present and see if they will still have a place in the future.2. Staffing and Productivity. Filipino call centers also should take into account varying workflow dynamics among agents and among services. Since customers are rather unpredictable when it comes to interacting with Filipino call center organizations, work flow interruptions are really high. So the choice to initiate some strategic scheduling or perhaps hire agents that can call or receive more than 200 calls fall upon Filipino call center managers. It is also necessary to understand that the more complex the service is, the less likely it is to hire the right agent. Aside from exposing the person to the production floor as early as possible, what Filipino call center managers could do is engage in a bit of research to enhance present training methods, or, if resources can permit, hire an expert to do the training. The quality of your agents ultimately reflects your reputation as a Filipino call center and outsourcing firm.

3. Shared Visions. Different Filipino call center firms have different service costs, different clients and different goals and objectives. For all of these disparities to really make sense, there must be some measure of unity. It is therefore high time that Filipino call center managers come together and share ideas and best practices for the betterment of the whole industry. So many differences in the industry do not speak well about one of the country’s economic lifelines. BPO communities and contact center associations are good instruments for sharing ideas and visions. Filipino call center managers should be enthusiastic enough to represent their company in conferences, symposia and conventions organized by these BPO communities and associations.

4. Linking Resources with Results. The more resources a Filipino call center has, the more it grows. Resources enable, empower and encourage Filipino call center and BPO firms to be more than what they are. Without resources, they have nothing to support their operations or to enlarge it when the need arises. That is why a lot of Filipino call centers nowadays allot time and effort for business development and internet marketing as these are ways to expand their current resources. Whether manpower, financial backing or more clients, Filipino call center managers should learn to mobilize as many resources as possible instead of sticking with those resources that he or she is already acquainted with. If a client says that he wants this number of calls in a particular time frame, then a Filipino call center manager should have the initiative to set sufficient workforce to be able to reach the target.

5. Good Communication Channels. With that much consideration for language and telecommunications technology, it is but right that Filipino call centers adopt good communication habits. Good communication should not only transpire between Filipino call center agents and the customers they serve, or between Filipino call center managers and clients. There should be communication at every step of the way, especially between agents and employer. Although some people may easily adapt with the scheduling, graveyard shifts still have significant effects on circadian rhythms, or regular alterations in physical and psychological characteristics. Much more so for Filipino call center agents, who hardly get any exposure to light – a necessary factor in normal biological clocks. Thus, the Filipino call center industry is really stressful because its mostly sleep-deprived workforce has to deliver fast and efficient services. There is already a presumption of tension in these call center environments, which may be intensified by other factors (i.e. financial issues, family problems, office politics, etc.). It would be an advantage if Filipino call center managers are able to establish good communication lines that can ease out the stress building up within their employees. Business-wise, however, a really communicative call center should be able to utilize social media tools and update themselves on up-and-coming business trends.

Of course, these are just a few general things that Filipino call center managers should learn by heart. Different centers might have different needs but at the end of the day it all boils down to a progressive and happy Filipino call center industry, through which present and future employees can find a meaningful career and through which employers can contribute to a greater humanitarian cause.

—————————————————————————————————-

Posted in Call Center Jobs, Filipino Call Center, Uncategorized | Tagged best filipino call center, BPO, call center philippines, emerging filipino call center, filipino call center, filipino call center jobs, filpino call center agents, outsourcing | 5 Comments

Filipino Call Centers Respond to the Call of Gender Empowerment

Posted on February 23, 2011 by filipinocallcenter

The ability of Filipino call center firms to not discriminate against age, religion, ethnicity, and, of course, sex and gender, make them equal opportunity employers. Thus, we see the Filipino call center industry as a conducive environment for multiculturalism. More importantly, however, the industry plays a big role in addressing the ancient issue of gender inequality and promoting gender empowerment.

Although Filipino call center agents are a composite of both men and women, the data gathered by Eric Friginal depicts a ratio of 252 female agents to 248 male agents in a population of 500. Of the 500 different customers served by different Filipino call center agents, 255 are women while 245 are men. The Asia Sentinel supports this data by saying “Filipinas dominate call center jobs by up to 59.3 percent” (Cruz, 2010). In addition to this news, Filipino call centers are also the biggest employers of LGBTs (i.e. lesbians, gays, bisexuals and transgenders/transvestites). The figures may have no significant implication for other individuals, but if researchers really endeavor to closely observe the business process environment, the tenets of gender empowerment hold ground especially in the Filipino call center industry.

Why Filipino call centers empower gender? Here are the main reasons why:

More and more women are accommodated into the Filipino call center workforce, which is a far cry from the role of women in the past. The abovementioned data already says a lot because it also means that female Filipino call center agents have contributed to the economy and to the government by means of tax. Their presence also reinforces and maintains the Philippines’ reputation as the “Number 1 BPO Hub in the World.” Traditionally, women were confined to caring and nurturing roles such as housewife and full-time mothers. Since they were not even included in key decision-making in society, women just stayed at home, did the household chores and took care of their respective spouses and their children. Nowadays, it is simply different. A number of women in the Filipino call center industry are not just wives and mothers, they also have a career to support these traditional roles. From women leaders, to CEOs, to managers, to teachers, to Filipino call center employees, to skilled workers – women find a rewarding existence in being able to shoulder and get through multiple burdens.

Secondly, the free and non-discriminating environment in Filipino call center firms provides gays an avenue to express themselves better and not feel marginalized or ostracized. Side by side with women, LGBTs have been promoted to top and supervisory positions in the Filipino call center and BPO industry because of their extraordinary performance. There are also some Filipino call centers that exclusively hire gays, while in others, they are practically fashion gurus.

Female and gay Filipino call center employees are an epitome of present-day gender empowerment. They play productive roles in one of the country’s economic strongholds. Although salary-wise the Asia Sentinel claims that men earn 13% more than women in Filipino call centers, all that is about to change when double standards begin to fade in the presence of career women. So long as working in such gender-friendly Filipino call centers increases the capabilities of these marginalized genders, it is hoped that they shall soon be free from the haunting past of social inequalities.

——————————————————————–

If you’re looking for a gender-friendly call center here in the Philippines, we highly recommend eBusiness BPO Inc., a trusted outsourcing firm that offers services like back-end office management, virtual assistance, accounting, IT services, call center seat leasing and the like. For more information and inquiries, you may visit the corporate website http://www.ebusinessbpo.com. You may also call 1.866.583.2811 or email at support@ebusinessbpo.com.

Posted in Call Center Jobs, Filipino Call Center | Tagged best filipino call center, call center in the philippines, emerging filipino call center, filipino call center, gender, philippine call center | 8 Comments

SEO: The Language of Filipino Call Centers

Posted on February 1, 2011 by filipinocallcenter

Filipino call centers follow an internet-dependent marketing trend, which is popularly known today as SEO or search engine optimization. SEO is basically aimed at increasing the visibility of a company’s website through social media tools. This includes blogging, commenting, and link building among others. In some sense it is complicated, but for Filipino call centers that espouse it, SEO is a powerful way of increasing their clientele. As Filipino call center websites gradually gain more prominence in Google or Yahoo search engines, the more potential investors abroad are also convinced of its outsourcing expertise.

Of all the SEO strategies used by Filipino call centers, link building is the most complex but also the most significant. Filipino call centers presently face certain SEO issues, one of which questions the efficiency of link building and whether or not it can stand as a separate SEO technique.

Filipino call center firms are so hot on SEO because it has the remarkable ability to make a website or link popular and searchable in the first page of big-time search-engines. Of course, it follows that the higher a site’s page rank is, the probability of individuals who will click it increases as well. There is also a great likelihood that among those who visited the website, some become jackpot clients, whose patronage will definitely increase a company’s revenue and, in the long run, its global reputation. Through link building, other sites can link back to, let’s say, a Filipino call center website and that simple act can already boost up its searchability in the internet. Spiders and crawlers pick up back links and once they are “spidered,” Filipino call centers have every reason to celebrate.

What Filipino call center firms usually do to increase their website or link visibility is to utilize keywords, which serves as an index that will reinforce the connection between the website and a search term. So long as Filipino call centers bear in mind that search engines love links, then starting a linking spree would not be a problem. There are in fact several ways to increase site page rankings. Filipino call centers have the option to do all or one that suits their various needs. They use one-way or two way links to either to establish a direct connection from one page to another or to exchange links between two important sites. They can also submit content online (which is also a search engine favorite) via article submitter sites and directories, through which they can embed direct links to their websites. It is also advisable to use image links, URLs or commenting at blog posts using anchor texts. Once successful, Filipino call center firms can rest assure that their respective websites can have higher page ranking, more Google or Yahoo popularity, and clogged up web traffics.

Although link building is a powerful SEO technique, it cannot stand alone because it needs other factors to support it. The bigger SEO picture for many firms in the Filipino call center industry is all or nothing. They have to utilize all techniques or link building will be all for naught.

————————————————————————————————————–

If you’re planning to outsource your services to a competent call center here in the Philippines, we highly recommend eBusiness BPO Inc., a trusted outsourcing firm that offers services like back-end office management, virtual assistance, accounting, IT services, call center seat leasing and the like. For more information and inquiries, you may visit the corporate website http://www.ebusinessbpo.com. You may also call 1.866.583.2811 or email at support@ebusinessbpo.com

Posted in Filipino Call Center | Tagged best filipino call center, bpo philippines, call center, emerging filipino call center, filipino call center, filipino call center jobs | Leave a comment

The Spirit of Capitalism in the Filipino Call Center Industry

Posted on January 24, 2011 by filipinocallcenter

As a major force in the 21^st century Philippine economy, the Filipino call center industry is moving towards a direction where not even other industries are able to compete. In terms of information technology, communication systems, employee salary grade, perks and lifestyle, the rest seem to pale in comparison. Many have asked how long Filipino call center firms will continue to rise in the country. Moreover, will it still continue to attract a huge pool of labor years from now? The answers to such questions have already been exhausted thoroughly. Nevertheless, it would do well to scrutinize some facts surrounding the Filipino call center industry to better understand its source of magnetism and forecast its length of service in the country.

Unbeknown to the public, there are actually three kinds of Filipino call center firms: 1) Filipino call centers that are operated by parent companies abroad like J.P. Morgan Chase, Citibank, and HSBC, 2) Filipino call centers that are offshore offices of foreign call centers (i.e. Teletech and Western Wats); and 3) home-grown Filipino call centers that belong to citizens, either born by jus sanguinis or naturalized by law. These centers have long-term goals, thus they remain in operation to this day. They also stay in one place and are not even intimidated with the blatant competition for labor resources. Although such a set-up may be harmful to other industries, the spirit of capitalism has, surprisingly, thrived so positively in the Filipino call center industry.

It is rather rare for capitalism to work so smoothly in a Third World country riddled with political and economic issues like the Philippines, though the West may have produced billions worth of revenue for public and private sectors because of it. Perhaps due to the fact that most Filipino call centers have foreign management, if not a foreign-patterned management style, capitalism has made the industry very attractive to both foreign investors and local employment.

Filipino call center firms usually huddle themselves in IT/Techno parks, economic zones, business parks, IT towers, and other urban areas. These are often centers of attractions during night time and are practically the only places in the Philippines that never sleep. Given this fact, it is apparent that another reason why the Filipino call center industry embodies the spirit of capitalism is that it has also become a good source of income for other businesses. They can open up stalls or put up a branch nearby, where they can sell and earn 24/7. Quick service restaurants like McDonald’s, Jollibee, Chowking and KFC are up from dusk ‘til dawn, serving Filipino call center agents and basically anyone who works for BPO companies. Food stalls like Thirsty and Leylam Shawarma as well as convenience stores are equally sought after no matter the time.

The very competitive atmosphere among Filipino call centers is also very convenient for those who hope to join the Filipino call center workforce. They need not ride far and spend too much. Just visiting one area, an IT park for instance where a number of Filipino call centers are located, can already open a lot of work opportunities for each applicant. One Filipino call center may have a roster of jobs that are not present in the others, so by simply visiting one area, Filipino call center hopefuls can also exhaust their career options before making hasty decisions.

As to how long the Filipino call center industry remains is still questionable. What is certain is that it will be here for a long, long time. Even the government has thought of “professionalizing” Filipino call center agents by establishing a separate baccalaureate course or a national Filipino call center exam. These propositions in themselves imply longevity and, if successful, will anchor the Filipino call center industry deeper into the country’s social systems. Other industries may also take their cue from the way Filipino call centers are being managed. In such a way, they may learn to uplift their economic standing by mimicking the sunshine industry’s capitalistic spirit and transforming it into something that works to their advantage.

******************************

If you are planning to outsource your services to a competent call center here in the Philippines, we highly recommend eBusiness BPO Inc., a trusted outsourcing firm that offers services like back-end office management, virtual assistance, accounting, IT services, call center seat leasing and the like. For more information and inquiries, you may visit the corporate website http://www.ebusinessbpo.com. You may also call 1.866.583.2811 or email at support@ebusinessbpo.com

Posted in Filipino Call Center | Tagged best filipino call center, bpo philippines, call center, emerging filipino call center, filipino call center jobs | Leave a comment

The Filipino Call Center Industry: A Breakthrough and A Blessing

Posted on January 5, 2011 by filipinocallcenter

Filipino Call Center Agent

The Filipino call center industry has helped the country move up the ladders of technological advancement and living standards, leaving its fellow developing countries behind. In the rat race of development, the arrival of the Filipino call center has made such an impact to the once laid-back, culturally torn, and politically chaotic nation. It is therefore right to say that the Filipino call center and BPO industry is a breakthrough for Philippine society and a blessing to its people.

What basically makes the industry a breakthrough is its ability to address unemployment in significant percentages. Although it is true that several turnovers occur, the number of hired Filipino call center workers, along with the growing number of call centers that are launching mass recruitment campaigns, are big enough to overshadow turnover incidences. The Filipino call center and BPO industry has been the undisputed number 1 employer for years now and, in view of its current position as the leading BPO hub in the world, it will continue to do so for many years to come. That in itself will make Filipino call center agents proud to be part of this breakthrough undertaking.

As for being blessed, anyone who has worked in the Filipino call center industry and stayed there longer would attest to that. Many in the Filipino call center labor force are very grateful that their work is able to pay their monthly bills, send their children to school, or support their families living somewhere in the provinces. Work in Filipino call centers is also a favorable set up for the young and dynamic, who can keep up with the latest gigs as well as maintain their upbeat lifestyle.

Posted in Filipino Call Center | Tagged best filipino call center, bpo philippines, call center, emerging filipino call center, filipino call center jobs | Leave a comment