Outsourcing has enabled cost differentials to attract Western corporations who are looking for cost savings but it’s playing out in diverse ways among the different countries and its respective industries.
What’s been attracting attention mostly is the flourishing scene of outsourcing to the Philippines. Just recently, a known developer of call center companies Megaworld has made a $5 billion dollar investment dedicated to constructing what they dubbed as ten townships for Philippine corporations and its workforce.
Bloomberg says these townships are going to consist of 16 million square feet of office space to be constructed within a 10-year duration. Note however, that these offices will serve as the focal point of planned communities composed of shops and residences. This is to enable call center workers to take up residence near their offices as they are often operating on another country’s time zone.
Megaworld is adhering to the development model set by Eastwood which is a 40-acre area which stretches a total of eight miles from Manila’s center drawing a hundred thousand people daily.
According to Bloomberg, Megaworld is replicating Eastwood in six other locations within Manila and developing other sites in the cities of Lapulapu. Iloilo and Davao, the first two of which are located in Central Philippines while the latter in Southern Philippines.
So with such remarkable developments, what services are most likely to be outsourced to call centers in the Philippines?
Basically, what makes outsourcing to the Philippines attractive to international businesses is the people’s fluency in English, high educational attainment and inherent friendliness. The Philippines usually comes as a first choice when it comes to offshore outsourcing.
1. Inbound Customer Service
The Philippines earned the reputation for being the number one destination for voice-based customer service within the ten years that call centers first opened in the country. Apart from being friendly and hospitable to callers, Filipino agents have proven to be the best when it comes to productivity as they are able to attend to an average of 64 inbound calls everyday which is preferable to India’s 47 average.
2. Multi-Lingual Voice Services
The trend going on among call centers in the Philippines these days is the rise of multi-lingual call centers. This is due to most companies opting to have their voice services operation in just one focal location to cater to all types of clientele instead of spreading it out among different nations.
Among the Asian countries, the Philippines comes top on the list because aside from having the economical labor rates, it is the most diverse cultured country in Asia with the Filipinos having an uncanny bilingual capability that makes learning a new language easy for them.
3. Management of Healthcare Information
Thanks to the promotion of affordable health benefits by the US, their health care providers were pushed to meet standards their government has set, go cost-cutting and improve overall quality of medical service.
To be able to concentrate on this better, they outsourced tasks like medical transcription and medical billing to the Filipinos.