As many large western companies continue to seek affordable and efficient solutions for remote customer service in the midst of the COVID pandemic, finding competent contact center service is a primary goal. For customers, engaging with a contact center representative that is well-versed in solving problems, invested in the caller’s issues, and able to keep rapport during the process, will make customers think positively of the company even when dealing with a potential issue. According to Forbes, 96% of consumers say that customer service is a deciding factor in sticking with a company. Thus, it is imperative that businesses work with BPO companies with valued employees that are well-educated and versed in customer service. The Philippines has become a leading country in this sector, with its top BPO companies training skilled, service-oriented call center employees for ideal customer service.
The Philippines is home to the world’s second-largest BPO sector and is the largest and leading contact center outsourcing destination. As of 2019, 1.3 million Filipinos were employed at BPO companies, and the industry contributed nearly $30 billion to the global economy annually. Its proximity to business powerhouse neighbors such as Japan, Australia, and New Zealand, helps bolster its business relationships with western countries, with companies from these nations already having many ties to the Philippines. As the country has entered and thrived in the global market, it boasts an annual growth in this industry of 8-10% and holds 10-15% of the global BPO market. With numbers such as these, the Philippines’ status as a global powerhouse in this industry is uncontested.
With so many motivated young people directly out of university ready to join this workforce, it isn’t hard to see why the Philippines is a leader in this industry. Because of the country’s focus on the English language in its school curriculum, many of its citizens are fluent in the language and can easily communicate with customers, as well as engage in conversation.
The Philippines’ exposure to western culture and media, combined with the culture of hospitality and tourism that often caters to customers from many different backgrounds, make it an ideal candidate for BPO outsourcing. What’s more, the Philippines BPO industry already has a proven glowing track record of working with major western companies, especially those from the US, including Amazon and Google.
The Philippines’ call center industry has also proved to be resilient and adaptable in the face of the pandemic, which has been beneficial to many western companies that dealt with issues finding customer service in the midst of global lockdowns. The Philippines president, Rodrigo Duterte, declared the BPO sector as an essential sector, and thus allowed many brick-and-mortar contact centers to remain open to provide crucial services to many customers around the world. Additionally, many Filipinos were able to work from home and answer calls with exceptional Wi-Fi service and noise-cancellation software. Thus, companies can be assured that in uncertain times, their customers will still be served by empathetic, skilled workers.
In many ways, the Philippines is a growing economy and a burgeoning leader in the global economy. With its contributions to the BPO sector, it is easy to see how this country has become a key partner in the operations of many western businesses. Due to the Philippines’ impressive track record in the global BPO sector, continued business and cultural ties to many western nations, skilled workforce of highly educated young people with English fluency, and its hospitality-focused culture, many businesses will find their customer service and BPO needs to be adequately met. The Philippines has already grown to become a world leader in BPO and offshore contact center service, and there is no doubt that it will continue to prove its strengths in the BPO industry, and continue to be a global powerhouse.