"Around 70% of BPO in the Philippines comes from the United States, explains Gaffud. That is the same percentage, according to data from IBPAP, that U.S. companies save by locating their services in the Asian country. Residents of the archipelago have a neutral accent and according to Gaffud, offer cultural compatibility, empathy, friendly service and strict adherence to protocols."
"This schedule is the norm for many of the roughly 1.5 million Filipinos employed in call centers, according to data from the Information Technology and Business Process Association of the Philippines (IBPAP), an employer association for business process outsourcing (BPO). IBPAP covers a wide range of functions that large companies typically outsource, most notably customer service and technical support."
"The Philippines is a world leader in the former, says Carole Gaffud, director and head of research and innovation for IBPAP. The latter area is typically the domain of India. Both countries offer similar advantages: low costs and a population where a large portion has excellent English skills."
The Philippines has become a world leader in business process outsourcing, particularly customer service operations. Approximately 1.5 million Filipinos work in call centers, often on graveyard shifts to align with U.S. business hours. Workers like Chris earn modest salaries around $337 monthly while handling customer inquiries for major financial and technology corporations. The sector thrives due to multiple competitive advantages: low labor costs, widespread English proficiency, neutral accents, cultural compatibility, and strict protocol adherence. Around 70% of Philippine BPO services originate from the United States, which achieves equivalent cost savings by outsourcing to the country. The industry has experienced continuous growth since internet availability and reduced international call costs made offshore operations economically viable.
#business-process-outsourcing #call-centers #philippines-economy #graveyard-shift-work #us-outsourcing
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