To remain competitive in the business, one must be flexible and continue to make room for improvement in their service while reducing operational costs. The past years showed the emergence of new business practices brought about by globalization. The development of the internet, contributed an increase in demand for better services that will be delivered quickly and efficiently.
Since the late 1990s, global companies especially those from the United States have sought the best call center providers, and many of these firms have decided to choose this country over other offshore destinations.
Today, offshore call center in the Philippines are proud of doing business with some of the largest corporations in the United States and in other parts of the world. Indeed, contact centers here have experienced tremendous growth pointing to the success of American businesses that ventured to bring their contact center operations to the country.
An increasing number of international firms are turning to the PH back office services sector, and the firms behind the industry are becoming collective leaders in the offshore outsourcing sector.
These firms find that contact center vendors have the best resources from workforce to technology to handle a variety of contact center functions such as inbound and outbound customer service, technical support, sales, telemarketing, lead generation, appointment setting, market research, etc.
These firms utilize an integration of multiple channels of communication to offer customer management services beyond telephone-based support to include e-mail and live web chat.
Additionally, the low-cost wage rates in the country and the large supply of highly literate, technology savvy and English-speaking individuals add to the appeal of the sector here.
Many businesses agree that contact centers here have the right capabilities to serve the global market. While American corporations are the dominant source of business for these local enterprises, the industry is seeing new markets emerging in other regions of the world including the UK, Australia and Canada.
Offshore call center in the Philippines have now outpaced its competitors in terms of the level of service that they provide customers and this quality service translates to improved profitability for business clients. The ease with which call center firms communicate and relate with American customers as compared to other service providers is a major contributor to its success.
The global trend of outsourcing to this country leads to projections that the country will be the dominant provider, globally, by 2008.
Fortunately, 500 corporations in the United States have seen the value that these providers offer, and have set up and brought their customer service and call center operations to the country.
The aggressive growth of offshore call center in the Philippines is largely due to the combination of low labor costs and the high English proficiency and adaptability of Filipinos to the Western culture.
Among other offshore destinations such as India and Pakistan, offshore call center in the Philippines stand out because the land still has the strongest affinity with the United States due to having a long history with the country as a former American colony for 50 years.
Even after gaining independence, the country continued to have a strong connection with the United States. The official language in the schools and business is English.
The youth are fond of US popular culture. This explains why the industry experts views the country as having the highest level of English proficiency among other countries in the Asian region and why it is easy for call center firms to relate to the West.
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