It’s pretty impressive what the call center and business process outsourcing industry has done for the Philippines, by the late 2000’s the industry’s growth has never faltered. Its annual average growth since 2006 has been impressive at a steady 46%. Even during the market meltdown during 2008, its earnings have garnered an increase to $6.1 billion up from $4.5 billion. The Philippines remained as one of the largest BPO destinations in the world after Canada and India. Last 2009, it struck gold because Philippine call center companies brought in $7.3 billion,this figure represents almost 12% of the country’s GNP (Gross National Product) .
What made the feat much more remarkable is that the industry had slew of positive earnings even in the outset of the global economic crisis. The industry grew by 25% and eventhough the Philippine economy managed less than 1 percent of growth. In the present year, the fading recession gives way to recovery and a lot of Philippine call centers are expanding their operations in anticipation of the surging business In US and Europe. The industry is also expecting to expand its market on more Australian firms according to the executive director for information and research of BPAP (Business Processing Association of the Philippines). There are also several signs from the banking sector which considered the Philippines as an outsourcing option.
Another factor that leads to more growth of the Philippines is the Filipinos’ high levels of English proficiency. There are plenty of agents and other customer service specialists here that excel their fluency in American English accents and also other neutral accents. It makes is easier for them to interact with people of different nationalities like US, Australia, New Zealand, or even England.
It is also good to note that the Filipino’s strong cultural affinity to the US contributes to the Success of the Phil. Call center industry. There is familiarity seen in American popular culture and other current events, this makes agents and specialists good conversationalists over the phone.
The Method1 Philippine Call centers have a cost effective and high quality delivery of outsourced work that live up to stringent performance metrics that adhere to international standards. This is the kind of Philippine call center that other Philippine contact centers and BPOs should strive to be.
The “Cyber Corridor” in the Philippines
The Cyber Corridor is classified as cities in Luzon, Visayas, and Mindanao that identified by various sectors like the government, private, and the academe that has the strongest presence and potential for call center operations. These are Metro Laguna, Metro Cavite, Lipa City in Batangas, Metro and Central Bulacan, Metro Pampanga, Iloilo, Davao, Cagayande Oro, and Bacolod. The key to make this Cyber Corridor thrive is to help develop a global enterprise of all sizes and industries in these cities to provide more employment opportunties and growth in the expanding BPO industry.
The Thriving CRM (Customer Relationship Management) Solutions on Method1 Philippin Call Centers
The BPO indsutry takes into consideration a unique business model which is CRM which means processes implemented by different companies to handle its contact and interaction with customers. This varies through accounts; it can be either inbound or outbound call that are taken, with channels that vary from data to voice and handles transactions that are good for Business to Business and/ or business to clients.
The following below are the speclialties of Method1 Philippine Call Center Companies:
- Customer Service/Care
- Help Desk/ Tech Support
- Sales (Up-/Cross)
- Telemarketing
- Lead Generation
- Data Verification
- Customer Win-Back
- Surveys
- Appointment Scheduling