Call Center Services In The Philippines

The Philippines has been a hot spot for the BPO industry even since it was introduced in 2006. Business process outsourcing or BPO in the Philippines actually started as a simple and primary response to emails and managing service concerns. The call center industry has since grown and the services that have been offered have increased as well.

The BPO has hugely been popular due to the fact that the Philippines is the second largest country who uses the English language, it being one of the two official languages used; and the work force available in the country is massive. Fresh graduates from college will opt for a call center job first to have a feel of the labor industry. The second reason is that operational costs and other expenditures in the country is less expensive compared to other countries in the world.

Call center services are the support available to the public to help and aid for a particular service or a tuning up. Look at it as a virtual and modern do-it-yourself help, which is available, at any time and any place in the world. Companies who do avail of the call center services are given the choice of outbound or inbound accounts.

Inbound accounts are when the call center handles inbound calls or calls initiated by the customer themselves. The calls will depend on the kind of account that the call center has. For example, a mobile service provider has hired a call center to receive their customer service concerns. This is an inbound service. Inbound services are also made through chat and emails.

Outbound accounts, on the other hand handles outbound call or calls initiated by a call center agent in behalf of the call center or a client. These kinds of accounts dominate the call center industry in the Philippines. For instance, a clothing brand has hired a call center for their services. What the call center will do is to call up possible customers to inform them that new shipment of clothes has arrived or the order they made has been placed and delivered. Most Outbound accounts are geared towards telemarketing, lead generation and sales.

There are also other call center services available now, much of them are fusions between inbound and outbound calls, not just limited to outbound and inbound accounts. There are medical transcriptionists and non-voice accounts as well. The medical transcriptionists are usually skilled typists and has a strong medical background, especially with short hand terms and jargon words. Other services such as non-voice accounts handle the inbound and outbound accounts where the concerns are either given through chat or through emails.

These types of services are all available in the Philippines. And with this, the BPO industry is sure to grow bigger and wider. Good news for the Filipino people and the Philippine economy.