Knowledge Center Article

The Difference between a Call Center and a Contact Center in the Philippines

By Grace N / 12 June 2023

The Business Process Outsourcing (BPO) industry in the Philippines has become a major economic driver, providing employment for thousands of Filipinos and generating billions of dollars in revenue. The Philippines is now one of the leading destinations for companies looking to outsource customer service operations and other business processes. Call centers and contact centers play a vital role in the BPO industry in the country, as they are responsible for handling customer interactions and providing a high level of customer service.

Call centers are primarily focused on handling inbound and outbound phone calls, while contact centers handle a wider range of communication channels such as phone, email, chat, IVR, and social media. Both of these services are in high demand from companies looking to outsource customer service operations, as it allows them to focus on their core business while also providing a cost-effective solution.

The Southeast Asian nation has a large pool of English-speaking workers, making it an attractive location for companies to outsource their customer service operations. Additionally, the country’s culture of customer service is well-known and can ensure that agents provide high-quality service to customers. Call centers and contact centers employ a large number of agents who are trained to handle customer interactions efficiently and effectively. The agents are equipped with the necessary skills and knowledge to handle a wide range of customer inquiries and concerns, including technical support, sales, and customer service.

In summary, the BPO industry in the Philippines, especially call and contact centers have grown significantly in recent years, becoming one of the country’s major economic drivers. The nation’s large pool of English-speaking workers, a strong culture of customer service, and cost-effectiveness make it an attractive location for companies to outsource customer service operations. Both call centers and contact centers play an important role in the industry, providing customer service through various communication channels. The industry is expected to continue to grow in the coming years, with call and contact centers playing a vital role in this growth.

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