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Call center Philippines: a sterling example of corporate staying power One of the most prominent phenomena to sweep the business arena in the past few years is outsourcing. A natural consequence of this is the proliferation of an untold number of Business Process Outsource, or BPOs, in countries where the businesses were outsourced to. The phenomena of outsourcing has actually produced a huge number of jobs wherever the outsourced project went to, prompting the expansion of certain business districts and the construction of numerous high rise buildings to accommodate the burgeoning number of people working for these BPOs.

The vast bulk of outsourced projects usually entailed mostly contact center, technical support, and customer service tasks, which also prompted numerous upgrades and advances in several fields of


technology, namely technology which is related to communication purposes. Initially, companies that needed BPO services often sought it from countries that offered comparatively affordable rates for their services, such as India, since there is a rather large percentage of English-speaking workers there. A growing number of companies seeking outsourced business solutions, however, are investing quite a large percentage of the operations that they are able to outsource to the Philippines, which is the main reason for the large and sudden spike in number of companies that are classified under the Philippine call center category. This turnabout was actually quite an initial surprise when news got out that there were numerous companies that offered outsourced services being established in Philippines. The Philippines, being a nation which at one point was considered to be the defining example of a third world country, the term ‘Philippine call center� was not something that international corporations were immediately able to integrate into their offshore strategies, a fact which may be quite surprising right now, considering just how many international operations have been set up with offshore accounts, technical support projects, and back end operations are being done in the Philippines. The recent recession, although significantly affecting numerous companies and operations worldwide, have surprisingly done nothing to diminish the number of Call center Philippines operations in the country. Although a number of accounts were indeed reported to have been pulled out, mainly due to bankruptcy of the principal account, there have been no reports of any of the major


contact centers as actually being forced to close shop because of the economic pinch affecting world, a clear sign of economic competitiveness during a time of great financial duress. This staying power is attributed to the sheer number of accounts that have been outsourced to the country from all over the world, with the remaining accounts still in operation being more than enough to sustain the daily expenses of the contact centers. Even more surprising is the fact that in the face of the financial crisis gripping the world, numerous contact centers in the Philippines are actually expanding operations and are noticed to have purchased and even put up their own building, since most of the earlier operations merely rented out office space for the call floor and for support services. Call center Philippines: a sterling example of corporate staying power


Call center Philippines: a sterling example of corporate staying power