Philippine Franchises

Call Center Franchises In The Philippines

Second to India, the Philippines is a favorite spot for companies to outsource their business process needs. Being a former colony of the United States, the Filipinos speak English as its second language, are able to speak and adapt better in terms of accent as compared to other neighboring countries and enjoys cultural affinity with American values. Cheaper manpower rates is also a plus factor, considering the fact that the average starting rate of $218 to $273 is only a fifth of what its American counterparts earn, while this amount is already considered a good rate for the Filipino worker.

A call center business can either be inbound or outbound. An inbound service handles customer calls for inquiries, obtaining of information, complaint reports, technical assistance, even order taking and making reservations. An outbound based call center, on the other hand, are more into marketing activities, specifically telemarketing, billings, accounts reporting, sales transaction verification. This can also include information gathering like surveys and solicitations.

Hiring of call center agents takes a lot of things into consideration. Not only must the applicant be fluent in English, but he/she must be able to understand and speak with an American accent. This is why alongside the booming call center industry, training centers are aiming at English Proficiency Programs that cater specifically to prospecting call center agents. Gaining some knowledge on basic American culture is also part of the learning process for these aspiring call center agents, which would help them deal with their Western clients better.

Another change in the work process is the idea of working on graveyard shift. Call centers operate at night when the city is asleep, because it adjusts to the working hours of the country they are serving. Call center agents need to get used to the idea of starting work when their families are getting ready to rest, and spend the day resting when the others are at work. But given the good compensation being offered by the companies, it is well worth the sacrifice. It is a common sight among call centers to have a steady flow of coffee, an area (usually on the top floor) for smokers, a recreation area (to combat stress of workers) even a room with beds for those who come early to take a nap before starting work.

The call center industry in the Philippines has been on a steady rise since 2000, thanks to the growing global demand for business outsourcing from countries like the United States. With 105 local and foreign-owned call and contact center companies and still counting, employment rate in this business has also increased 12 times its original number of around 10,000 seats in 2000 to 120,000 in 2005, and experts say this number would continue to add up in the years to come.