The shift in business process outsourcing from Western countries to the Philippines is not a new phenomenon.
The Philippines has the highest number of call center agents in the world. All thanks to the quality of service provided by Filipino call center support agents.
The Philippines is an ideal location for outsourcing because of its educated and tech-savvy workforce. It has a low cost of living and offers English-speaking skills.
The reason behind the shift of business process outsourcing
Western countries have been shifting employment offshore, producing more jobs and enhancing efficiency while decreasing expenses. Many countries have risen to the occasion. They have built industries centered around this requirement for outsourced employment. The Philippines have become the world’s largest destination for business processes outsourcing (BPO), and they are the industry’s leader in contact center outsourcing.
BPO companies have worked carefully over the previous two decades to deliver much-needed services for nations around the English-speaking globe. As organizations strive to develop their business, they go beyond their own country to the Philippines as a trustworthy and quality location for their BPO.
Moreover, The Philippines has a deep cultural connection to the West. There is a tremendous link between the United States and the Philippines. As outsourcing increases in favor of Western countries, the cultural linkages continue to flourish and deepen. The two cultures begin to mix and share commonalities.
Culture has a huge effect on the success of outsourcing. When outsourcing, if the BPO destination does not grasp the culture, there will be a lot of challenges in the migration process. The Philippines has earned a reputation for having a profound understanding of Western countries, particularly the United States. This makes the transfer and transition easy, providing cohesiveness between the company’s home base and its outsourced destination.
However, the BPO business in the Philippines has matured sufficiently to be able to provide higher-quality services. Currently, the Philippines dominates all voice-related outsourcing, and BPOs have begun turning their attention to more complicated services. This necessitates cutting-edge technology, in-depth data analysis, and very trying process design. These high-value BPO services are also being taught at institutions and in-house by BPO providers, who are increasing their training budgets.
Lastly, Filipinos have an extremely high literacy rate. The overall literacy percentage in the country is 96.3%. After realizing its importance, the Philippines has emphasized English as a necessary skill for its employees. People with excellent English proficiency have been created as a result of this. The BPO sector needs this.
The Philippines has become an outsourcing destination for call center agents. The call center support industry in the Philippines is booming, and it is expected to grow at a rate of 10% annually.
The Philippines has a high literacy rate, an English-speaking population, and low labor costs. This makes the country an attractive outsourcing destination for many companies in Western countries.