by Kraig Kleeman
CEO, Blaire Group
www.blairegroup.com

With business outsourcing growing fast, Philippine-based call-centers are experiencing major expansions. U.S. companies continue to increase their call-center usage in the Philippines for centralized customer support. The increase of the call-center industry in the Philippines is one of the strongest contributors to the country’s economic growth.

Good wages and a modern workplace make it easy for a Philippine call-center to attract qualified employees. Metro Manila and Metro Cebu are the main locations for Filipino call-centers, but a variety of other geographic regions have spawned a variety of professionally managed call-center operations. Our analysts have observed these distinct advantages for deploying an outsourced, call-center operation in the Filipino region.

• The call-center industry in the
  Philippines is user-friendly
  because of knowledge of America
  
  
• Studies show call-centers in the
  Philippines employ high quality people
  
  
• Many options exist for service
  in Philippine call-centers

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Ease of ERP Integration. Philippine call-centers are at a definite advantage with their educated employees and Westernized technology. The Philippines also model their accounting system after general accounting practices in the U.S. The similarities in these systems facilitate integration of offshore systems with U.S. enterprise resource planning (ERP) systems and customers.

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Reduction in Operating Costs. A study revealed that Filipinos are low-cost employees. Their early education in English decreases the time needed for their training sessions, which decreases investment. In addition, many employees are highly skilled information technology specialists, who require less pay than Americans do. When looking at Filipinos in general, researchers found that Filipinos maintain their health (reduction in sick days), are loyal employees (less hiring and training) and possess strong language skills (ease of working with Americans).

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Technological Advancements. Philippine call-centers provide outsourcing services with phone, fax, email, chat and web collaboration capabilities. They field incoming requests for management solutions and customer care issues, and they reach out and initiate contact with clients depending on a company's request. Essentially, they operate on any electronic level to fulfill business processes to the client's specifications.

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