Call center nowadays are very popular among Western companies that are using foreign-based agents to answer their queries. Call Centers are centralized office wherein the company’s inbound calls are received and outbound calls are made. For the past few years India tops among countries as the preferred destination for call center company’s operation but until now. Just recently the Philippines surpassed India as the call center destination of the world.
In a report published by the USA Today, the Philippines now leads India in call center agents jobs with 350,000 compared to India’s 330,000 workers according to the Contact Centers Association of the Philippines. They further estimates that call-center produced $6.3 billion in revenue last year. A rapid 15% to 20% growth are expected for the year 2011. India’s revenue was at $5.6 to 5.9 billion as estimated by Everest Group a Dallas-based advisory firm.
For the past decades Philippines is considered as the third world’s largest English-speaking country just behind the United States and United Kingdom. This reputation had slowly vanished for some reasons that are often related to poverty and lack of continuous education. According to Wikipedia’s estimates we are ranked fifth in order of total speakers with 48,800,000. U.S.A., India, Nigeria, and the United Kingdom are the top English-speakers ranked accordingly.
The proficiency of the Filipinos in the English-language proved to be the main reasons why multinational firms are preferring the Philippines as the top destinations for their calls. Filipinos English accent are less-obvious compared to the Indian English accent. The customers from the U.S. are often not aware that they are speaking to a Filipino.
Call center will have a huge growth potentials as companies are trying to drive down huge operating cost, and the Philippines are just on the right track of development. The Philippine government have also done it’s part by promoting educational and scholarship programs and promoting tax breaks.
With an average monthly salary of 20,000 pesos or more, truly call center agents are becoming an avenue of change. Filipinos are now looking forward not for working overseas physically but verbally. Someday the Philippines will become a virtual hub for all major multinational companies around the world.
India’s BPO industry has evolved and matured to present higher-end services that require judgment-based (removed)ysis and domain expertise, rather than function-specific, rules-based performance parameters alone. As service providers strive to offer end-to-end services, we see BPO falling into different segments. At one end of the spectrum is the traditional rules-based transactional outsourcing; while at the other end is judgment-based transaction processing and full-service business process outsourcing.
India has won its spurs as the world’s outsourcing destination of choice. Currently the country has a commanding share of the global outsourcing market.
India is undoubtedly the most favored IT/BPO destination of the world. This raises the question why most of the big MNCs are interested in outsourcing their operations to BPOs in India. The answer is very simple- India is home to large and skilled human resources. India has inherent strengths, which have made it a major success as an outsourcing destination. India produces the largest number of graduates in the world. The name of India has become synonymous with that of BPOs and IT industry hence the name BPO India.
Besides being technically sound, the work force is proficient in English and work at lower wages in comparison to other developed countries of the world. India also has a distinct advantage of being in a different time zone that gives it flexibility in working hours. All these factors make the Indian BPOs more efficient and cost effective. In order to meet the growing international demand for lucrative, customer-interaction centers, many organizations worldwide are looking to BPO India.
A subset of outsourcing, Business Process Outsourcing (BPO) involves contracting the operations and responsibilities through a third party service provider. From the last couple of years, the BPO industry has evolved as the most substantial sector in the Indian market. India has emerged as the most favored location for all Bpo services across the globe. This has accelerated the Indian economy to the heights, progressively boosting the statistics depicting the growth in the years to come and it has been however forecasted that by 2020, more than 80% of the world of business process outsourcing services will be served by the Indian companies. Marked as the best place to attain superior quality services globally, the BPO industry is strengthening its foundation in India.
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Contact Bridge is a one stop voice operation call center for B2B or B2C telemarketing providing a full range of high-volume, Inbound or Outbound Telemarketing, including Lead Generation, Sales Leads Generation, Customer Support, Directory Assistance, BPO, Outsourcing Services, Appointment Setting, Telemarketing, Lead Generation, and Web-Based Services.
BPO industry will be our backbone to success in the next years. no wonder Filipinos are on top because we are naturally born as articulate and talented as well. Keep it up!