Inbound Services

The Filipino Advantage in Voice BPO

As the world’s #1 in voice BPO, the Philippines offers excellent service in handling inbound and outbound calls for its clients.

Proving its greatness as the country’s “sunshine industry,” the BPO sector is expected to generate revenue that will surpass OFW remittances by 2018. And by 2022, the entire industry is expected to earn almost $40B in revenue, according to the IT and Business Process Association Philippines (IBPAP).

Contact centers — the top employers in the BPO sector, hold 54.8% of the industry’s total revenue as of 2013. The most recent industry profile by the Philippine Statistics Authority (PSA) reports that 49.1% of all establishments engaged in BPO were “mostly engaged in call center activities” and 84.6% of employees in the industry were call center agents.

Filipinos have long proven to be adept in the voice sector. Since 2010, the Philippines has been the world’s top exporter of voice-related BPO services. The edge in English proficiency, along with many other advantages, has also prompted foreign investors to expand their operations outside Metro Manila, in the country’s fast-developing Next Wave CitiesTM.

What’s the secret, you ask? The proficiency of the Filipino in spoken English is continually honed through:

  • Education. Nine out of ten Filipinos are functionally literate. Impressive numbers on talent availability within IT-BPM locations also reflect great potential for more youth to engage in the ever-growing sector. Importantly, English is a major medium of instruction in schools; so with educational attainment a crucial requirement for a job in the BPO industry, Filipinos in the workforce can surely converse in the language well enough. Further training programs on communication are also made available to prospective employees to develop their competency.
  • Practice. With English as one of the country’s official languages, FIlipinos have sufficient experience in using it. Aside from being a language of instruction, it is also the working language for business, politics, and academics. In addition, it is the common tongue that locals can use to communicate with tourists. And being in a huge tourism hotspot, Filipinos across the country definitely have a good grasp of communicating with both native and non-native English speakers.
  • Exposure. Heavy exposure to Western media and culture enables Filipinos to adapt a flexible English accent that is clear and easily understandable for foreigners. The country’s rich history reveals that English literacy has been taught to FIlipinos by the Americans themselves from a hundred years back.

English proficiency is only one of the many factors that makes the Philippines the best choice for offshore contact centers. A great bonus would be the beautiful Filipino values blending in with the Western business culture, which ensures you with patient, jolly, and helpful customer service representatives who can pick up the phone anytime.

Choose a partner with an adaptable and trustworthy staff to help you handle both inbound and outbound calls. Find out more about our BPO services and discover what Anderson PH can do for you. Talk to us today at inquiries@andersongroup.ph.

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