Call Center Industry Of The Philippines

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What is a call center? Call center, or call centre in other nations, is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. Almost every country of every world are known for their call center agencies, in which most are operating as outsourced services mainly from other countries such as in the US or in Europe.

Asia is considered as home to many call center agencies and outsourced call centers around the world. And one of the most recognized country in Asia known for its call center industry is the Philippines. But why the Philippines?

Call center industry in the Philippines
Philippines is home to many call center agencies, as well as preferred choice for many outsourced call center services, including a Live Answering Service such as travel services, technical support, education, customer care, financial services, and online business to customer support, online business to business support.

The reason why the Philippines was chosen by many companies in the US as a base for their outsourced services is because the Filipinos are known for their excellent knowledge in the English language, it being the second language used by Filipinos.

Another reason is because the recent government, the Gloria-administration, heavily supported this industry because it answered one of the biggest issues in the Philippines, which is unemployment.

Call center industry during global recession
Eventually, the call center industry in the Philippines boomed, introducing new services from Live Answering Service including all types of customer relations to business consultation services such as online business to customer support and online business to business support.

However, due to the recent global recession, a number of outsourced companies in the Philippines have started to close down and changes were made within many of their recruitment processes and requirements.

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.

However, the government have stated that the call center industry in the Philippines still going strong in spite of all the losses that global recession has made in the Philippines.

Though competition have significantly grown, and landing a job as a call center agent in big outsourced companies such as Sykes or Convergys have become more and more competitive, the government still sees the industry as one of the fastest growing sectors within the economy.
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