BBC News - Call me: Tech powers Philippines call centre success

When night falls in Manila, a wave of young people scurry into the skyscrapers which criss-cross the city.

They’re call centre agents, and because most of their clients are on the other side of the world, the night shift is their busiest time.

Last year, with more than 600,000 call centre workers, the Philippines officially overtook India as the world’s call centre capital.

If you phone up to book a flight, buy a theatre ticket or complain that water is cascading out of your washing machine, you’re now more likely to speak to a Filipino than an Indian.

The Philippines has a number of obvious advantages when it comes to call centres. Wages are low and most Filipinos speak English in an accent which, given the American colonial influence here, is easy for US customers to understand.

Filipinos also pride themselves on being approachable and friendly – a trait which is essential for speaking to strangers on the phone every day.

But a good phone manner is no longer enough.

The industry is changing fast – and despite being in a country where more than a quarter of the population live in poverty, call centre managers know that, to be competitive, they have to invest in technology to rival that found anywhere in the world.

via BBC News – Call me: Tech powers Philippines call centre success.

Strange Random Phone Call Quote:

“A telephone survey says that 51 percent of college students drink until they pass out at least once a month. The other 49 percent didn’t answer the phone.” – Craig Kilborn

 

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