Rise Of A Bpo Power: Philippines

The BPO sector has changed its face considerably over the last couple of years

. There have been major upheavals and changes. Many new call center destinations have come up. Some of them are competing hard with the traditionally known BPO service countries like India. Among them, Philippines shine like the dazzling North Star. It has made considerable progress in the recent months, growing at a phenomenal rate of 35%. The growth percentage is way more than the call center services growth in India or anywhere else in the world. There are a number of reasons why Philippines continue on their dream run in the answering service industry. Let's list them here:

1.Quality: While competitive prices may get you a telemarketing project, it is the quality of the telemarketing service that keeps you in the game. Call centers in the Philippines have excellent quality of call center services. Initially the bigger brands were not willing to try out these new answering service units. They were skeptical about quality and if they will get their projects done on time. However, when the smaller business firms started to reap benefits from the phone answering desks of Philippines, the bigger companies began to sit up and take notice. When their telephone answering projects started doing well, Philippines had arrived on the BPO scene.

2.Prices: The BPO units of Philippines follow a simple policy: they keep their call center prices extremely competitive. That gets them more projects. The costs of carrying out call center services are balanced out by the sheer volume of the projects. More telemarketing projects justify their manpower numbers. The government has a lot to do with the prices. They provide the call centers with the right infrastructure, with tax evasions and rebates. It's part of the government's drive to promote BPO service in the country. The prices tilt the telemarketing services projects in their favor.

3.Manpower: The BPO agents in the Philippines are closer to the culture and lifestyle of the countries from where the telemarketing projects are coming. So, it is easier for them to understand the psychology of the customers and adapt their telemarketing services accordingly. It helps when you know the life of the person you are talking to. The same goes for answering service. Just knowing the language of the target customers is not going to achieve much leverage. Because English is the first language for many of them, the accent is not a problem. Pulling on a fake accent for phone answering is also ruled out.

4.Government Support: I mentioned the role of the government briefly in #2. Added to that, the government is making English compulsory at an advanced level of education to feed the supply of manpower to call centers. The government is setting up finishing schools for free BPO training, along with crash courses in call center services. The idea is to make business process outsourcing important enough as a revenue earner. The government fully realizes the power of the call center.

by: Jems Smith

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