Today, many small businesses are looking for a way to get ahead. There is such tight competition between companies that anymore, any tool that can be used to find an advantage is more than welcome. One major tool being used by business is that of the call center, but there is a catch to having a centralized hub for inbound and outbound communication; the sheer draw that such a facility has on your company resour4ces. Call centers can be costly and time consuming to maintain internally for a small to medium-sized business, so a recent trend has emerged in looking to outsource call center duties, or a separate company to handle and deal with your client interactions and needs.

The act of using an outsource call center is not only an economical one, but a smart business move all around. They help in various ways; by chopping down the cost of resources needed to maintain a call center, by providing a trained staff and equipment, and by providing the latest in technology and equipment. All you need to provide is the business.

When looking at using an outsource call center, one concern is money. The financial burden of maintaining your own call center is enormous, however when you call center outsource, you are using a company that specializes in not only your calls, but many other corporations as well. This massive level of service means that the centers costs will be deferred, which means you pay less for a service you need anyway. Also, they already have the equipment you need to get going.

The technology available when you outsource call center tasks is pretty impressive as well. When shopping for a call center, you can look to handle a few hundred calls a day to thousands that come over a 24 hour period. Call centers today come prepared with intranet servers, detailed client databases and a dedicated, trained team of professionals ready to take on your workload.

When you consider the amount of stress, frustration and attention that a call center tends to need, as well as the sheer financial obligation associated with providing equipment, people and training as well as upkeep, the reasons behind using outsource call center resources soon become clear. Your business needs every edge it can to succeed, and the call center outsource is a great way to get the ball rolling on your successful business future.

Call centers are an important tool in the business world, helping companies build and maintain market share. Call centers serve this purpose in several different ways: by drumming up new sales with sales calls, offering customer support and strengthening connections with past or current customers. For large corporations, maintaining a call center is a matter of course, as they have the resources available to do so. But for small or medium sized businesses, reaping the benefits of a call center may not be so easy, as they struggle to grow and may not have sufficient resources to run their own center. When smaller businesses find themselves in this situation, one beneficial resource is call center outsourcing.

Call Center Outsourcing is just that – delegating important call center functions to an outside source. While call center outsourcing can generate additional costs for businesses, the benefits vastly outweigh any inconvenience. This is accomplished through the areas of investment, technology and resources.

When looking at investment and call center outsourcing, you have to consider the initial cost of operating a call center. The cost of labor and equipment alone is staggering, and when you take into consideration maintenance fees and the purchasing of new and updated equipment, many call centers become more trouble than they are worth. Outsourcing your call center provides you with a ready to go facility that already has a trained and prepped staff in place, as well as the optimal equipment for the job.

Now let’s look at technology. Call centers aren’t just a small room with a switchboard, but rather an integrated network of trained professionals, computers, a detailed phone system with recording capabilities and a server to drive the call center database. All of this combined with the tech support needed to keep it running smooth makes for a far cry from what a call center constituted 20 years ago. To maintain a facility of this size, as well as to stay current on what equipment is best for the job at hand can be a daunting task, even for business professionals. This is why call centers take the hassle out of your hands and deal with it for you, providing you with the best possible facilities they can.

Finally there is the subject of resources. Call centers don’t just have the equipment; they have the trained professionals needed to get the job done. Call centers know how to market, where to focus and how to deal with inbound as well as outbound issues. Also, in some instances they will have preset plans in place that you can adopt to your business needs.

When you consider the high cost of business, marketing and customer relations and what goes into keeping your business current, outsourcing a call center isn’t just economical, it makes fantastic business sense. Let your call center do the leg work for you; you have enough to focus on while making your business succeed.

“The difference between good, better and best is justified by the unlike quality and worthiness of the work done.” Philippines is known globally as one of the second largest-speaking nations in the world. Yes, you’ve heard it right, not the ‘only’ but ‘one of’.

There is the strong contender for the title which is India who is currently leading the race in terms of the number of workforce it produces in the outsourcing biz. The only difference we possess, I guess, is that we are more proficient with the English language.

We also have the closest alignment with the western culture since we have been under the American ruling for quite a long time in the past years. We have also acquired the accent of various nations as proven by Filipinos’ great passion in impersonation and practice of imitation that is why we don’t need accent neutralization as it is being practiced by Indians.

During the call center industry’s break through several years back, the agents that are being hired were college graduates and were among the finest speakers in the country. But sad to tell, the industry has been saturated with less-competent and under graduates which have no as much experiences in the field as the pioneers have.

It is proven that Filipinos speak the western language well, but the supply of prospective excellent call center agents is lesser than the demand’s necessity. Due to the saturation of less-competitive agents in the industry, the transnational companies are now beginning to open up their centers in various provinces in the country.

It is apparent in the present day situation that the pioneers of the industry are frustrated in giving their best to upraise the benchmark and to assure agents’ persistent training in the field of outsourcing.

The scarcity of enthusiasm and well-understanding of the call center industry and the slow development of ramps have been a great hindrance to maintain and meet customer expectations.

With this realization, it should be a call up to call center managers to create a strong edifice for all the accounts being raised, make continuous trainings to the agents for them to be the best they can be and most importantly, employ better English speakers not just because they can speak good English but because they are a good conversationalist as well which means they can deal with clients in a very pleasing manner.

The best way to succeed in this industry is not just to fill the tiers completely but to engage with workers who have met the standard of an excellent call center agent.

Source: http://www.callcenterscript.com

What makes the Philippine call center outsourcing service better than the rest? This is the question that is clinging in the mind of most people who want an outsource service. And we will definitely help them out for them to answer their own question.

Based on Wikipedia, being a former American colony, the Philippines’ education system is patterned after the American education system and this includes American-style diction and pronunciation of the English language. This gives the Filipino people a neutral or an almost American accent. Having this ability is an assurance of a better understanding with mostly American clients and as well as an advantage in dealing with them.

Beside the fact that these people are good English speakers, most of them as well are college graduates.

In the global BPO market, the country is considered to be the most intense rival of India. But since India is a former British colony, Indians are educated in British-style English that is compounded by the heavy Indian accent, resulting to a language barrier.

According to Wikipedia, Filipinos are said to be the best outsourcing site outside North America since the accent is nearer to that of American consumers.

In line with that, there has been a research conducted by the Michigan-based global staffing firm Kelly Services Inc. and the Singaporean market research outfit ACA Research Inc. which shows that Filipino call center employees worked harder, were easier to train, had better language skills and were more devoted than their counterparts in India.”

Truly, Filipino workers attach importance to and love their works so much. They are truly hard-working people who are ready to exert great endeavor in whatever they love doing. Also, they as well are very dedicated when it comes to work they have to do.

Besides being dedicated and devoted in their jobs, Filipinos are totally fast-learners. Being naturally intelligent people, they also know how to listen and that’s the best thing about it. They know how to follow instructions and are very willing to learn no matter how hard the task is.

Last year, 2005, the country ranked 3rd in the world for top BPO destinations, according to neoIT’s 2005 Mapping Offshore Markets Update(Wikipedia).

With all the information mentioned above, surely, people who doubt are now able to answer the question that has been in their minds. Why outsource to the Philippines? Surely, you know it by now!

The Philippines is often reckoned as a global hotspot in terms of agriculture, with sheer numbers of flora and fauna exported around different countries around the globe. However, as the Information Age continues to evolve rapidly, the Philippines undergoes a transformation from being an agriculture-oriented country to a cyberPhilippines. It is at this point in history that the Philippines, aside from being a paradise blessed with exquisite landscapes, is building its own name in the call center industry.

Among the growing markets of Asia, India and China have long utilized their labor forces in the call center industry, thus providing the fuel for their economic growth. Since India had been under the British colonial rule for decades, most of their citizens speak English, the so-called lingua franca of the modern world, making India seem such a perfect location for outsourcing. On the other hand, the Philippines had been struggling for the political, economic and social crises it faces. Yet, albeit the different criticisms it receives, many international firms recognize the Philippines, particularly its strong workforce of brown people with neutral American accent, as a potential haven for call center industry.

A survey of multinational companies by a foreign consulting firm reveals that Philippines ranks as one of the most favorable locations for call center operations. In fact, out of forty countries regarded as propitious locations for offshoring, the Philippines ranked fourth, according to the Global Services Location Index 2005 of AT Kearney, following India, China and Malaysia. It jumped two places higher from its last year’s ranking.

Southeast Asia dominates the list of the 2005 index, with Malaysia, Singapore, Thailand, Indonesia and Philippines filling up the top 15 positions. Additional reports by the survey states that the Philippines awaits foreign investments for offshoring because of its English-proficient workforce, despite its political fluidity and infrastracture frailty. The language skills of its natives also provide endless opportunities for worldwide exposure.

Meanwhile, a Canadian market research company stated that Philippines is capable of exceeding India in call center industry. XMG Inc. revealed that as early as 2008, the Philippines could overtake the current market leader if it will converge on brood over administering higher value services enforcing excellent English efficiency and frontline service support affairs. Cesar Toletino, an XMG analyst, said that if headed in the right path, the Philippines could earn $3.46 billion in 2008 in call center industry, surpassing India’s estimated income in the same year of $2.87 billion.

With such definite and abundant advantages of Philippines over other countries, the Philippines truly faces a bright future in call center industry. It is no exaggeration to assert that in a matter of years, call center industry in the Philippines will be at its zenith in international influence and prestige.

1. http://www.prnewswire.com/
2. http://www.manilatimes.net/

The Philippines is often reckoned as a global hotspot in terms of agriculture, with sheer numbers of flora and fauna exported around different countries around the globe. However, as the Information Age continues to evolve rapidly, the Philippines undergoes a transformation from being an agriculture-oriented country to a cyberPhilippines. It is at this point in history that the Philippines, aside from being a paradise blessed with exquisite landscapes, is building its own name in the call center industry.

Among the growing markets of Asia, India and China have long utilized their labor forces in the call center industry, thus providing the fuel for their economic growth. Since India had been under the British colonial rule for decades, most of their citizens speak English, the so-called lingua franca of the modern world, making India seem such a perfect location for outsourcing. On the other hand, the Philippines had been struggling for the political, economic and social crises it faces. Yet, albeit the different criticisms it receives, many international firms recognize the Philippines, particularly its strong workforce of brown people with neutral American accent, as a potential haven for call center industry.

A survey of multinational companies by a foreign consulting firm reveals that Philippines ranks as one of the most favorable locations for call center operations. In fact, out of forty countries regarded as propitious locations for offshoring, the Philippines ranked fourth, according to the Global Services Location Index 2005 of AT Kearney, following India, China and Malaysia. It jumped two places higher from its last year’s ranking.

Southeast Asia dominates the list of the 2005 index, with Malaysia, Singapore, Thailand, Indonesia and Philippines filling up the top 15 positions. Additional reports by the survey states that the Philippines awaits foreign investments for offshoring because of its English-proficient workforce, despite its political fluidity and infrastracture frailty. The language skills of its natives also provide endless opportunities for worldwide exposure.

Meanwhile, a Canadian market research company stated that Philippines is capable of exceeding India in call center industry. XMG Inc. revealed that as early as 2008, the Philippines could overtake the current market leader if it will converge on brood over administering higher value services enforcing excellent English efficiency and frontline service support affairs. Cesar Toletino, an XMG analyst, said that if headed in the right path, the Philippines could earn $3.46 billion in 2008 in call center industry, surpassing India’s estimated income in the same year of $2.87 billion.

With such definite and abundant advantages of Philippines over other countries, the Philippines truly faces a bright future in call center industry. It is no exaggeration to assert that in a matter of years, call center industry in the Philippines will be at its zenith in international influence and prestige.

Sources:
1. http://www.prnewswire.com/
2. http://www.manilatimes.net/national

One of the fastest growing industries in the world is the Business Process Outsourcing (BPO), a rising industry in the Philippines.

The sudden growth of BPO is led by the demand of offshore call centers. It is estimated that 112,000 people were working in call centers in the Philippines in 2005, bringing in revenues of US$1.12 billion for the year. This is a sharp increase from 2000 when call centers employed 2400 people and earned US$24 million.

The progression of call centers keep on to be rapid, up from 72 registered in late 2003 when the Asian Call Center Review reported the Philippines as the first rank in the offshore call center industry for the Asian region, outdoing India at the second position. From being an almost unexplored BPO territory in 2000, the call center industry has grown leaps and bounds. The Philippines Board of Investments (BOI) estimates growth rate of this industry since 2001 to 100 percent annually with less than 1000 seats in 2000 to more than 69,000 at the end of 2004.

In the year 2004, the Philippines already took over 20 percent of the total world market share in contact center services. It was estimated that the country could capture 50 percent of the total world English-speaking market in 2008. This industry, apart from contributing 12 percent in to the Philippines’ gross national product, is also the fastest growing provider for Filipino college graduates. The Information and Communications Technology division of the BOI reported that the call center industry experienced a growth rate of 70 percent in 2005 making it the most dynamic of all sectors in the Philippine information technology industry. It has been calculated approximately that as many as 130,000 could be working in all call centers in the Philippines by February 2006. According to industry forcasts, in excess of a million Filipinos would be employed in the call center industry, with more than US$12 billion in revenues in the year 2010.

With the revenues being brought up by the call center industry in the country, surely, it is a big help to the economy. The benefits this industry is offering is truly something to be acknowledged and be given importance.

SOURCES:
http://en.wikipedia.org/wiki/outsourcing_in_the_Philippines
http://en.wikipedia.org/wiki/Call-center_Philippines

In the present day, the call center industry is considered as the fastest escalating employment provider for Filipino college graduates who seek jobs that have better income generation. Different surveys and studies by transnational call center executives show that Filipinos topped the statistics in terms of proficiency and career trainability for contact centers. That is why more foreign companies are allured to choose Philippines as their prime choice for offshore outsourcing destination aside from being affordable in terms of employment salary.

In the 2005 record of the Board of Investments (BOI), it shows that the call center industry has experienced an undisputed growth rate of 70 percent compared to the previous years of contact centers’ existence. This contributes to the diminishing rate of unemployment that the Philippine economy is facing currently.

In the recent subsistence of call centers, it shows that that industry has positive effects on almost all areas of the country, especially the National Capital Region, Baguio, Davao, Cebu and many other urbanized areas in the Philippines where there is a great demand for call center agents that are globally competitive and highly efficient in the contact industry.

During the second quarter of 2005, call center seats totaled around 69,000 with about 75,000 employed industry-wide. The Board of Investments estimates as many as 112,000 could be employed today. With this, the local industry could expect higher employment rate in the end of 2006 as many transnational outsourcing companies are urged by the local government to invest here.

In the recent reports made by call center executives world-wide, Philippines is catching up with the dominant contender which is India who ranked first, only in terms of workforce since Filipinos seem to be more trained, competitive, skilled, hardworking and most importantly, hospitable that make them better workers than Indians.

And in time, Filipinos, as foreign investors envision, could make it to the top as number one not just in Asia but also in the whole world as proven by the quality of work Filipinos show in the call center industry.
Source: http://www.bakit.com/outsourcing/

What makes the Philippine call center outsourcing service better than the rest? This is the question that is clinging in the mind of most people who want an outsource service. And we will definitely help them out for them to answer their own question.

Based on Wikipedia, being a former American colony, the Philippines’ education system is patterned after the American education system and this includes American-style diction and pronunciation of the English language. This gives the Filipino people a neutral or an almost American accent. Having this ability is an assurance of a better understanding with mostly American clients and as well as an advantage in dealing with them.

Beside the fact that these people are good English speakers, most of them as well are college graduates.

In the global BPO market, the country is considered to be the most intense rival of India. But since India is a former British colony, Indians are educated in British-style English that is compounded by the heavy Indian accent, resulting to a language barrier.

According to Wikipedia, Filipinos are said to be the best outsourcing site outside North America since the accent is nearer to that of American consumers.

In line with that, there has been a research conducted by the Michigan-based global staffing firm Kelly Services Inc. and the Singaporean market research outfit ACA Research Inc. which shows that Filipino call center employees worked harder, were easier to train, had better language skills and were more devoted than their counterparts in India.”

Truly, Filipino workers attach importance to and love their works so much. They are truly hard-working people who are ready to exert great endeavor in whatever they love doing. Also, they as well are very dedicated when it comes to work they have to do.

Besides being dedicated and devoted in their jobs, Filipinos are totally fast-learners. Being naturally intelligent people, they also know how to listen and that’s the best thing about it. They know how to follow instructions and are very willing to learn no matter how hard the task is.

Last year, 2005, the country ranked 3rd in the world for top BPO destinations, according to neoIT’s 2005 Mapping Offshore Markets Update(Wikipedia).

With all the information mentioned above, surely, people who doubt are now able to answer the question that has been in their minds. Why outsource to the Philippines? Surely, you know it by now!

Attitude…a small word that makes a big difference

Filipinos are more devoted in satisfying customers - this was a statement made by Jon Kaplan, who is an American information technology specialist who also stressed that Philippines is a big option for an outsourcing destination of transnational companies engaged in the contact center business. Philippines has once again been tagged as one of the favorite offshore destinations of foreign investors in the outsourcing business because of the workers’ positive working habits which include being hard working and hospitable. it was an edge over other asian countries notably India.

Though India is said to have the lowest among all asian nations in terms of employment cost, the Philippines is stil being chosen because of the fact that Filipinos are better in satisfying customer needs aside from having the highest English proficiency rate in Asia and needless to say, having a close affinity with the western language. According to some experts, it is really not just the cost that matters but also communication expertise and attitude towards work of the agents as well. In the States, call center agents there treat their job as more than it while here in the Philippines, it is treated with more time annd effort. With this, it is predicted that the call center industry will generatte as much as 75 to 100 percent growth every year which would outdo India’s 50 percent inflation every year. However, The Philippine call center industry still have to be close acquainted with the American laws regulating the function af contact centers to be able to constantly practice quality in serving the customers and observe high standards and to advance programs guide the agents efficiently on career paths to boost the growth of the company. With these, more jobseekers especially college graduates will be benefitted by this inflation for the necessity for more contact center agents in the Philippines. It was cited by president Gloria Macapagal Arroyo that the extraordinary growth of the industry of the contact center and also the business process outsourcing is a huge factor in achieving the goal of the government to provide thousands or millions of jobs to throng of unemployed Filipinos.

Though, the president cited as well that these prospective job seeekers in the call center industry must strongly possess such abilities and attitude a call center agent must have including: the capability to speak the English language very well and the ability to communicate or deal with different kinds of people especially foreigners considering transnational culture while in the business process outsourcing must be efficient in accounting and short-hand for transcription purposes. In the past, there were only about 2,000 workers in the call center and business process outsourcing. But with the advancements made from the infrastructure, the call center and business process outsourcing grew to an escalating 50,000 agents and being doubled every year. The president also noted that there is a powerful confidence of transnational investors in the local business climate because her administration has strong pact with the other nations particularly the United States. With this, it is evident that hardwork and admirable attitude is a key to opening the gate for success and Filipinos do possess good working ATTITUDE- a small word, that makes a big difference.

Source: http://www.news.ops.gov.ph/archives2004/apr12.htm