Call Center Expansions And Downgrades In The Philippines

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When we say call centers, the first thing that usually comes into mind are customer support and customer care services, which may also include technical services or travel services. However, many call centers today, such as the many call centers in the Philippines, have started to move from the simple customer relation services to Business Answering Service. This triggered an expansion to what call centers can do in the market.

Call centers in the Philippines
According to many experts, the call center industry is considered as the largest as well as the most successful industry in the Philippines. Fueled by numerous outsourcing companies in the Philippines as well as support from the government, many Filipinos have seen call centers as their answer to unemployment.

Though the industry first started as a mere provider of email response and managing services, the industry have significantly grown to include other services such as travel services, technical support, education, customer care, as well as financial services. However, other than these types of services, a number of companies, particularly Sykes and Convergys have introduced new services to their clients, which is the Business Answering Service.

Part of this service includes online business to customer support and online business to business support. Though customer relation services are also a form of Business Answering Service, such as technical support and financial services, these are mostly used as a form of outsource from other companies.

This service, however, may require more than just skills in handling calls or proficiency in English. It requires more skills, such as business skills, which could serve as an advantage in applying for such a position. Business Answering Service usually involves outbound call center agents, which also differs from inbound call center agents.

Call center industry of today
During the global recession, many call centers in the Philippines have closed down due to the lack of budget as well as the income from other companies. However, the government have stated that the call center industry in the Philippines is still strong, though became more competitive compared in the past.

Call center managers require graduates who are extremely fluent in English and (for technical accounts) above par IT skills. Due to the economic downturn in United States (where the outsourcing industry's revenue came from), only few potential investors are surveying for outsourcing sites. Today, however, the call center industry have already begun to pick up its pace in the market, particularly when many investors have started to invest in the Philippines again.
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