If India is moving up in the outsourcing market, the Philippines is gaining a fair share in the customer-contact call center business.
It might be low-margin and low-end but it is still considered as an employment boom for the Philippines.
For the last five years, the call center business in Makati City, Philippines has grown 100-fold with as much as 200,000 workers; even BPO companies are looking for ways to double their work force.
In previous studies, India was still that best choice for American companies seeking outsourcing services.
However, those who are seeking cheaper options for more basic services have discovered the Philippines. With the long history of contact with the United States, the Philippines are far more attuned to Western culture than most Asian countries.
Employees at call centers not only find it easy to relate to Westerners but are also quick in adapting a variety of accents.
Additionally, most call center agents are intensively trained to achieve the accent of the country they will be calling.
Philippines have the lowest unit costs, highest quality and lowest attrition rates of any call centers in the...
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