Philippines Call Center Information

Being the third largest English speaking nation in the world and having a strong affinity for U.S. culture has positioned the Philippines as the destination of choice for customer contact and BPO services, due to its ample supply of English speaking, computer and Internet-savy college graduates who view contact center work as a career. Combine the high quality resources with the economics of the labor rates and you have solutions that must be considered as a viable option for achieving your organization’s goals. Your Program Manager is U.S. based and will be your single point of contact and they will be responsible for coordination with the offshore delivery team. Offshore delivery that’s transparent to you.

English is the First Language

In the Philippines, English is the official language used for education, business, medicine and Government. The fact is, the Philippine education system has been using English as a medium of instruction for decades. Filipino children start to learn English in elementary school and its use continues up to the college level. The intensive use of English is aimed at preparing students for their future occupations, so that by the time they finish their education, they have a comprehensive knowledge of English, and are prepared for state examinations, which are only given in English.

A neutral accent, which is an important quality when speaking with American customers, is a result of being trained to speak American English as opposed to the British English spoken by India. This distinction of being trained in American English is important to both speaking and writing skills and allows Filipino workers to understand complex business processes. Gartner Research rates the Filipinos’ English proficiency as “world-class and superior to that of India, Ireland and other offshore destinations.” Gartner Research also brings up “the ability of Filipinos to adopt accents and nomenclature, as well as understand American idiomatic expressions and usage, as significant advantages.”

Best Infrastructure - 100% Digital Connection

The Philippines has been identified as having some of the best telecommunication infrastructure in the entire Asian region, according to Cambridge, Mass-based Giga Information Group: “The Philippines possesses a clear edge over all other offshore contenders due to its superior telecommunications infrastructure.” Since the Philippines formerly housed two U.S. military installations, Clark Air Force Base and Subic Naval Port (both are now decommissioned), the country benefited from the build up of a tremendous trans-pacific communication infrastructure with a significant amount of voice/data communication bandwidth available. The Philippine Long Distance Telephone Company (PLDT) has made a tremendous investment in establishing digital connectivity throughout the Philippines, so there are no “last mile” issues like those that exist in India.

Most Westernized Asian Nation

Having been exposed to and influenced by U.S. culture for more than a century, the Philippines is one of the most westernized of any Asian country. This fact was recognized by Gartner Research, which stated “this positions the country well to work with and conduct business with U.S. end user buyers seeking to procure services from Filipino service providers.” The Philippines is the oldest working democracy in Asia and continues to maintain its long-standing and close relationship with the U.S. A former U.S. colony, it has adopted the U.S. model of government, which brings stability and a defined process for handling political issues. This stability in the government shows up in strong economic policies and a solid financial environment, which can be seen in a steady U.S. dollar to Philippine peso valuation.

Manila - a Modern City

As you drive around and see the ubiquitous Starbucks on every corner, pass the umpteenth McDonalds, notice the Ace Hardware Stores and recognize dozens of other name brand stores, you feel like you could be in any large city in the U.S., but you’re in Manila. Manila is referred to as the Pearl of the Orient and it serves as the commercial, administrative, and cultural hub of the Philippines. Metro Manila is made up of a grouping of twelve cities and five municipalities and is home to 10.6 million people (Source: National Geographic). The business district is brimming with modern high-rise buildings, which bear the names of some of the most recognized corporations in the world.

source: www.trecglobal.com