Why Foreign BPO Companies Prefer Filipino Call Center Agents

It started in a simple operation that provides basic services such as email response and service management. Today, the call center industry is at the forefront of the country’s economy — a major source of job and a major contributor in its annual GDP.

Among the reasons for this industry’s continuous growth are the Filipino call center agents. In fact, they have earned the reputation of being the most preferred agents worldwide due to a number of reasons. While some foreign BPO companies choose to work with their local talent instead of bringing their processes offshore, many more have partnered with these Southeast Asian professionals for their business’ needs, particularly for customer service.

Given below are the foreign companies’ top reasons for outsourcing in the Philippines, and why they prefer Filipino call center agents to work for them.

1. 1. Filipino call center agents have neutral accent

      Filipino call center agents are accent-free when speaking in English, unlike their other Asian counterparts. Foreign BPO companies recognized that conversing with Filipino call center agents feels like talking to their own fellowmen, with no trace of any distinct accent which could lead to miscommunication, poor customer service, and lost business.

   2. Superior English comprehension and communication skills

      Aside from their neutral accent, Filipino call center agents are very confident in using the English language. This is mainly because the English subjects have been integrated into the country’s education system. It is considered as the country’s secondary language that even those in the elementary level can speak basic English. Aside from that is the fact that the Philippines became an American colony for almost five decades. It is not a surprise, therefore, that they have a strong background in using this language.

   3. Top-grade manpower

      There is a growing number of call center agents who have mastery or knowledge on fields like information technology, medicine, and the like. The Philippines is rich in talents who have sufficient educational background. Their skills make them more attractive to foreign investors, especially those who seek to outsource services that require technical knowledge.

   4. World-class work ethic

      Filipino call center agents have high commitment to achieve goals because of their innate diligence and team-player attitude.

   5. Topnotch customer service

      Among the top reasons for outsourcing is the world-famous customer service skills of Filipino call center agents. In the business setting, giving each customer the best experience is fast becoming a norm. Foreign investors see that Filipinos are naturally warm, hospitable, and friendly — attributes that are perfect for the role. They have the ability to make customers feel at ease, which leads to a favorable experience. This eventually leads to the positive reputation and growth of the foreign BPO companies the Filipino call center agents work in.

   6. Lower labor costs

      Foreign investors who decided to outsource their processes to the Philippines get huge savings on their operating expenses. This is because Filipinos’ cost of labor is much lower than their Western counterparts. Cost-cutting is one of the offshore outsourcing advantages that many of those who already invested took advantage at. Research shows that those companies saved as much as 30 to 60 percent by moving their business processes to the country.

   7. Less time investment

      Filipino call center agents possess the majority of the required and preferred skills needed for a call center operation. This the amount of time spent on training. Time is money in business, and hiring Filipino call center agents guarantees these foreign BPO companies huge time savings, which they can use for other income-generating projects.

   8. Flexibility in dealing with foreign cultures

      Filipino call center agents are preferred by foreign BPO companies because they possess a combination of speech and communication skills, positive values and qualities which makes them effective call center agents. Hiring them is also more cost and time efficient.

   9. An inclination to Western cultures

      Since the Philippines has been exposed to several cultures, call center agents are more likely to adapt to the culture of their Western clients. They have this so-called cultural affinity — a sense of attraction or a feeling of connectedness towards a certain culture. That is why they can easily relate to what customers at the other end of the line are talking about despite being several miles apart.

These are the top reasons for outsourcing in the Philippines. By choosing to work with Filipinos, keep in mind that you are actually doing your business a favor.

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