How to Fight Sleepiness at Work: Realities in Philippine Call Centers 2
May 11th
Working in a call center would surely mean a complete change of one’s body clock. Due to a totally different time zone compared with the US, Philippine call center agents would have to bare themselves with the very nature of their job – compelling them to work on a night shift or more famously known as the grave yard shift.
From evening to early morning for straight eight hours on a shift, while most of the people in the city are sleeping soundly in their homes, a call center agent 
must be wide awake taking calls from unknown people thousands of miles away. However, with the parroted and repeated scripts, the immobility and stationariness of the job, and the work environment itself which is in an air-conditioned room, call center agents at some point of their shift cannot help but feel sleepy especially if it is not queuing. This off course affects an agent’s performance and needs to be addressed immediately by the management. But before things go more complicated with the management, fighting sleepiness in a call center job can be dealt with first by the agent on a personal level.
If you are working in a Philippine call center, here are some simple tips on how to fight sleepiness at work:
1. The simplest solution to fight drowsiness is to have enough sleep. A person must have an average of eight hours of sleep which is one-third of his/her one day. Working in a call center is another one-third. It’s a matter of time management. There’s still another one-third you may utilize for some activities like surfing the net, watching TV, etc. but you don’t want to steal your full share intended for sleeping for these activities should you wish not to end up snoring in your workstation.
2. It’s a general truth that coffee helps fight sleepiness. But you have to take easy on coffee for too much caffeine intake can lead you to palpitation which consequently affects your performance. Unfortunately, coffee for some people may not be effective enough to keep them wide awake, so better try the next tip.
3. Talk with your friends or cubicle-mates to break the ice and to rid you away from snoozing. Some company policies may prohibit agents from talking with workmates while on duty and high volume of calls may not permit them, so you may look for practical ways on how to avoid becoming a sleepyhead by keeping yourself busy with your work (read some work-related materials or organize your mailbox) or by just simply standing and moving once in a while.
While it’s true that a Philippine call center job can be so tiring that it leads agents to an almost unavoidable state of sleepiness mainly because they lack some sleep, it can also be fun-filled and enjoyable if you know how to immerse yourself with your friends in your workplace who can give you the positive energy you need. The three tips mentioned above also help; they’re tried and tested as a matter of fact!
To Dress Up or To Dress Down: Realities in Philippine Call Centers 1
May 8th
A call center job is a white-collar job. Like any other white-collar jobs in which employees work in an office or in a corporate environment, an imposed dress code should be strictly observed by the employees. However, while most agents in Philippine call centers feel that wearing formal/corporate attire or smart casual attire at the least is practically suited and appropriate with their line of job, a number of other call center agents think otherwise. They would reason out that the dress code has no direct and relative impact to their work performance – an ideology utterly contradictory to the usual norms existing in most call center companies.
Unlike other corporate jobs, working in a call center does not require an employee to wear a company uniform. It is highly expected from the call center agents though to follow the basic company policy on dress code. Off course, dress code policy differs from one call center company to another. A leading BPO company in Cebu City, for example, is known to be strict when it comes to employee’s dress code which may have actually helped company’s reputation positively or may have put it to some hazy limelight with some people who are nonsupporting to strict dress code. In that certain company, for all the five working days in a week except for a “wash day” or “dress down day,” employees must wear business attire: for men, a collared polo or long sleeved shirt on top paired with slacks or pants and a formal pair of shoes; and for women, the dress code mentioned earlier likewise applies except that they can also prefer to wear lady dresses. However, for majority of Philippine call centers, employees are allowed to go lesser formal like wearing polo shirt or T-shirt matched with a jacket (since workplaces are air-conditioned), jeans, and sneakers.
To dress up or to dress down? Does it have at all any effect to agents’ interaction and assistance with their callers on the phone who are miles away from them? For a number of agents, they claim that wearing formal/smart casual attire in the workplace does not only elevate their sense of professionalism but it also generates their adherence to work ethics. For the other party, on the other hand, wearing formal attire can be a stiffening act and may hamper their freedom of expression. Besides, their callers don’t see them on the other line. They want to feel comfortable with what they wear without compromising quality service and performance.
Still, the final say comes from the company’s management and sometimes from the clients’ order. No matter what dress code applies in a company – dress down or dress up – service level of Philippine call centers is still undoubtedly exemplary.
Philippines: Hottest Outsourcing Destination To Date
Apr 4th
Did you know that the Philippines is the third largest English-speaking country not only in Asia but in the entire world? The Filipinos have a very strong attachment to the Americans and their culture. That is the reason why Philippine call centers are more preferred by most multinationals and this nation has become the hottest and most sought after outsourcing destination. Aside from its bottomless supply of English proficient speakers, the country also has an abundance of computer savvy fresh graduates who actively view the outsourcing industry as a great source of career.
The Philippine call center industry has also become the fastest growing commerce sector in the country thanks to its attractive labor rates and its latest communication facilities. All the essential factors that can contribute to the success of an outsourcing effort are present in this Asian country.
- Filipinos use the English as the official language in medicine, all pertinent Government documents and interactions, court hearings, business transactions, and education. In fact, the entire Philippine education system is anchored on English as the main medium of instruction on all subjects except of course Pilipino, the subject that deals with the study of their main ethnic language. Filipino children are taught to speak English right after they are born and you would hear parents talk to their babies in that language. One of the reasons why they do that is to prepare their children for the examinations conducted by the state which are all written in English.
- Filipinos do not only know how to speak in English, they also pronounce the words and express themselves conversationally in a neutral accent as opposed to British English which is the prevailing inflection in India. Gartner Research has rated the Filipino’s English-handling skills as “world-class and superior to that of India, Ireland and other offshore destinations.” The same survey has also discovered that Filipinos have full comprehension on American idiomatic expressions and they can comfortably use them as well.
- Telecommunications is also one of the aspects that make the Philippine call center industry stand out from the rest of its Asian counterparts. Many of its better-quality and more superior telecommunications infrastructure can be attributed to the amazing trans-pacific
The “Device Paradigm” in the Call Center Industry: Examining Technological Economies
Dec 20th
Work—this is the one word that best defines an Economy. We have been taught in Economics that “work is the source of all value added,” i.e. that any valuable thing in an economy is always a product of human effort. Like everything else, work also evolves through time; humans started out hunting animals for food or gathering vegetation, and during feudal times, man discovered that he can tend animals and cultivate plants so that he no longer needs to hunt. Modern work involves a lot of things including thinking and implementing or the menial heavy factory manufacturing.
Today, there still is hunting going around although not for feeding purposes. There is a vast array of old and new forms of human work and labor. But nowadays, what has become apparent is that work is not performed with human effort alone. It is coupled with and of technological advances like the latest devices. And thanks to this combination, work has become more efficient and productive. The result is, hunting, gathering, farming, or manufacturing are today no longer as laborious as before—with guns that readily kills preys from a hundred yards away, hunting today becomes more of a leisure rather than work or with advanced and computerized manufacturing machines, human workers barely even take part in production.
The increase in the number of call center and BPO firms around the globe illustrates this economic evolution brought in by information technology. In both developed and developing societies, call center and BPO companies play major roles in boosting employment and in the process increasing revenue. In the Philippines, for example, call center companies employed a total 500, 000 Filipino agents and produced a total $5.7 billion revenue for 2011.
While the call center and BPO industry is heralded as the next stage of economic evolution, the social and cultural sacrifices that this economic progress commands are often proven perilous. This is so since the impetus that drives this economic evolution is Technology. Technology is not innocent. Contemporary literatures on Critical Theory strongly suggest the perennial role of technology in transmogrifying human affairs. In most cases, technology is deemed risky as regards social justice and equality as well as in matters of preserving established practices and ideologies.
Among these literatures, one that banners a notion called “Device Paradigm” is a good purview in accessing technological Economies. A concept developed by a renowned American philosopher Albert Borgmann, the “Device Paradigm” expresses the “pattern of technology, fundamental to the shape that the world has assumed.” For Borgmann, this “pattern” is today impressed in our “common sense,” i.e. in the way we ordinarily do things.
In practice, the “Device Paradigm” is apparent. In a call center workplace, for example, every work performed always revolves around a device, a computer set perhaps. As such, the device assigns the pattern to the work: click, dial, call, etc. In the long run, once an agent masters the craft, this pattern becomes super-embossed, such that all efforts rendered by an agent are, in reality, the mere functions of the device.
Under this picture, there is a reversal of roles: the agent who is supposed to utilize the device in order to extend its human capacities becomes, instead, the medium through which the device performs its functions. Thus, the agent’s effort eventually dissipates as ambiguous and minuscule compared to the functions of a computer set. In turn, what is efficient and profitable is not the agent’s effort but the device’s function.
While these thoughts seem trivial at first note, their social and cultural bearings gradually change our human conception of “work”. If once, to work is to toil, i.e. to break through blood and bone just to meet the day’s dues; today, to work is to be invisible—to be dismal in the face of a powerful technological universe, abstract to human perception and experience but efficient and profitable.
However, since evolution is progress, this form of “work” fostered by an IT-driven economy may indeed bring better days. The exponential growth of the Philippine call center and BPO industry, along with the benefits that economies get from it, reinforces this faith to technology. Nevertheless, it would be inhuman of us to just let our individuality slip through the domineering influence of technology. Thus, it is apt that we guard and preserve our endeared individuality and human initiative amidst this charmingly cowing technological and economic insurgence against human work and intelligence.
Using Social Media to Socialize Philippine Call Centers
Aug 23rd
The presence of social media has greatly challenged the image of Philippine call centers, and basically any call center for that matter. Social media sites like Facebook, Twitter and MySpace make call center companies subject to customer and/or applicant backlash. This can be quite a hindrance especially for start-up call centers that have not yet attained the necessary number of long standing customers or a fixed base of applicants.
More than 70% of customers nowadays have a habit of poring over the Internet in search of positive information on a specific company before embarking on a venture with the call center they are interested in. When doing so gets too tiring for them, customers try to find a shorter version or just read directly from social networking sites. They often weigh bad reviews against good reviews and from there, decide to take on the call center or look for something better, one that has less bad reviews. If they had prior experience with a call center company, these customers would vent out their anger and frustrations through social networking sites.
At present, social media is a highly potent tool for articulating interests, and for airing out suppressed emotions. Even Philippine call centers are not spared from the effects of social media. According to statistics conducted early this year, Filipinos are the 5th biggest Facebook users with more than 2 million sign-ups and continuously growing every month. Several Philippine call centers, be it homegrown or a foreign satellite, are able to utilize Facebook for recruitment and reputation-building purposes. They set up Fan Pages or Groups where users might find the latest information about Philippine call center firms and learn about their latest activities and announcements (i.e. job vacancies, campus caravans, language training offers). Sometimes Twitter and MySpace are also utilized, but Filipino culture compels a more extensive use of Facebook.
Innovative Philippine call centers do not just stick to social networks. They also use other forms of social media such as blogs, web 2.0 sites and social bookmarking sites by means of which they incite more traffic to their main website. Blogger and WordPress are blogging tools common in the Philippine call center vocabulary. They may buy their own domain to make their site friendlier to search engines. More popular web 2.0 properties include HubPages and Squidoo, which are usually known to Philippine call centers that engage in search engine optimization (SEO) activities. The increasing use of SEO in the Philippine outsourcing sector will soon push these Web 2.0 properties to the forefront of call center ‘socialization’ schemes. And so will bookmarking sites, whose presence can help organize, store and maintain all pertinent data of a particular Philippine call center.
Other things Philippine call centers should take note of in order to socialize themselves and promote their firm’s identity is, among others, embed or link shortcuts to their social sites so as to get more fan base. The use of video sharing sites like YouTube, Veoh or Vimeo is also an added advantage. Having a moving graphic representation of the company can enhance its image, giving life to what would have otherwise been a mere static picture.
Demands for call centers in Asia are quite high, especially because of lower cost but with the same quality as their western counterparts. Call centers ultimately become their saving grace. Through outsourcing, the bulk of their business is kept intact and some processes still remain, albeit operated overseas. The challenge of Philippine call centers therefore is to use social media channels effectively in such a way that they project images that can induce foreign investments, lessen negative feedback from customers and/or job applicants, and influence the creation of positive company reviews. Call centers, in sum, should stride with the evolving technology. No longer are traditional forms of marketing the absolute truth. Social media has changed the landscape of marketing, making it more progressive, more cost-efficient, more flexible, and less time-consuming. Social media are genuine social marketing boosters: they make a brand out of Philippine call centers.
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If you seek to apply for a job in or plan to outsource your services to a competent call center here in the Philippines, we highly recommend eBusiness BPO Inc., a trusted outsourcing firm that offers services like back-end office management, virtual assistance, accounting, IT services, call center seat leasing and the like. For more information and inquiries, you may visit the corporate website http://www.ebusinessbpo.com. You may also call 1.866.583.2811 (US Toll Free) or email us at support@ebusinessbpo.com.
Philippine Call Centers: Where To?
Jun 30th
Now that it is an established fact that the Philippine call center industry has changed the lives of many Filipinos and the face business transactions in the whole world, it seems that everything else is at a dead end. So, suffice it to say that the Filipino way of life is already improving and the Philippine call center industry booming, do we just stop there? The answer might be a violent “NO” but when somebody asks “What are you gonna do next?” could Philippine call centers actually provide a concrete answer?
In my opinion, a lot of Philippine call centers[1] these days prefer to continue on their present business. Hardly anyone thinks about expanding, unless it is in the same area and with the same overhead costs. That is understandable for centers that are still growing. However, if you are already one of the top Philippine call centers, is this enough excuse? Can concentrating your operations in contiguous regions sustain your income as a business process outsourcing (BPO) firm? If you think that is enough, then you might prefer to think again.
When you want to expand and get more clients, you might as well think big. Thinking big is the same cup of coffee as thinking outside of the box. Implication is that you should not just settle being a top Philippine call center. If anything, be more than what you think you’re capable of doing. Why not become a global Philippine call center? Take this literally and you never know how big a call center you might morph into. Nurture the guts to explore unfamiliar territory, claim it and start from scratch to build your reputation in there. That’s how you really make your image as a Philippine call center attractive to the West. You go where the market is. Staying where you are will not get you anywhere.
Building a call center beyond your usual turf may make you vulnerable to different climates and different cultures. However, these are risks attached to every BPO firm that attempts to grow and expand on strange tides. The Philippine headquarters will certainly deploy some of their trusted employees to handle operations abroad. After a few weeks of stay, some may not get used to the change of scenario, which will eventually take a toll on them and make adjustment quite difficult.
Labor is another risk firms have to overcome. The average wage between Western call center agents and Philippine call center agents apparently differs by a margin, and this alone discourages firms from putting up sites for onshore convenience. Unless the management devices a plan that can best utilize labor to their advantage, they will not be able to push through with onshore expansion.
However, it really is a matter of perspective. If you look again, you will see that labor is not an issue to begin with. Once a Philippine call center expands to the shores of Western countries, they will achieve the same status as onshore companies. Meaning, the pay for labor is essentially higher than what most agents or employees in Asian BPOs usually receive. As they are no longer offshore BPO companies, globalizing Philippine call centers operating in particular areas abroad have the ability to charge the same wage rate as other firms in the vicinity. Moreover, you can be closer to your clients and will be able to address their concerns immediately. Who knows, a client might also change his mind and, on the spur of the moment, decide to pull out the employees situated offshore and let them work closer with him.
As for the issue on being unable to adjust with the climate and culture abroad, there are no authoritative sources to cite its truth value. Yes, adjustment is hard, but there is no way of measuring how long such adjustment will stay in the negative or how fast a person can actually adjust in a new environment. In other words, adjustment is difficult to measure because it happens on a case to case basis, which also means that if BPO companies provide mechanisms that allow deployed personnel easily adapt to changes in their immediate circumstances. One of these could be free board and lodging, some allowance, or a comprehensive relocation package that includes bringing the family as well. These could make things a lot easier and rather than the choice employee shirking at the prospect of managing a globalizing Philippine call center, he will look forward to it. He has enough financial support behind him as well as a family that will stay by his side as he discovers a new world.
Now this is really the question for Philippine call centers: where to? Will you just remain in one area, or will you start to go out of your shell and compete head to head with foreign-based, older, and more experienced firms in the Philippine call center industry? This is ultimately the challenge of many homegrown Philippine call centers in the country. If they really want to expand and attain an international reputation, offshoring their home operations to cater to an onshore market will be a good start. And be reminded that there is no shortcut. Be one of the best Philippine call center you can be, so that you can embark on this kind of investment. Once you are, better start thinking about maintaining quality and other such ways to solidify operations in other countries. The rest will just fall into place.
[1] Take note that the Philippine call centers I refer to are those that sprang within Philippine shores and not foreign BPO companies that have decided to offshore some of their operations in developing countries.
Musings on the Philippine Call Center: Testimonies from Smart, Young People
May 6th
You’re practically used to this website being too talkative about the Philippine call center and business process outsourcing (BPO) industry. MyPhilippineCallCenter must have been too technical for you to comprehend. So for a change, this writer’s going to let loose and let other people take center stage. Let’s see what they really think about the Philippine call center industry and if their personal thoughts are any different from mine. We have two girls out here who kindly shared their views on Philippine call centers.
Business Process Outsourcing (BPO) is a fast-growing industry here in the Philippines. A lot of companies from different parts of the globe are now entrusting some of their tasks to BPO companies, most especially when it comes to making and receiving client calls. That’s why investors are attracted in setting up a BPO business in the form of call centers.
Philippine call centers are becoming known worldwide for its high quality service. Thanks to Filipino agents who can make this happen. They really work hard and treat your customers right in order to ensure that your goals and expectations are being met.
You can see a lot of call centers in Metro Manila and Cebu. These two contributed much when it comes to revenues. That’s why Philippine call centers already have a “spot” in the outsourcing industry. It is no doubt that in the coming days ahead, this industry will fill up the Philippine business centers as more and more companies are seeing the brighter side of outsourcing.
- Maria Sherlyn Angelitud, Graduating Student from Informatics Computer Institute
Sherlyn is currently tapped as an on-the-job trainee at one of the fast growing Philippine call centers based in Cebu City. Her perspective about the Philippine call center industry reflects the mindset of many forward-looking people in the country. Like them, Sherlyn believes in the industry’s power to make a significant difference in the local economy. She is a certified optimist, who foresees a bigger and brighter future for the country’s sunshine industry.
Moving on, here’s another testimony from a fellow OJT:
Unemployment rate in the Philippines is rapidly increasing every year. There’s always this slim chance of getting employed especially for those who have lower educational attainment. Even those who already have a degree can experience this difficulty.
Things quite changed when these outsourcing and call center companies have emerged. It [the emergence] created a number of job opportunities such as call center agent jobs. The qualification of this job asks only for the skill to communicate well in English through speaking and writing. This has answered the problem of job seekers including those who are only high school graduates.
All those who applied are also given the chance to avail of the training to become more efficient and productive in the working environment. Thus developing their skills and making those persons more competitive in the field. These companies not only address the problem of unemployment here in the country but also help individuals to gain more skills.
- Jesna Fe Toledo, Computer Science Student from Xavier University, Ateneo de Cagayan
Jesna practically enlisted another benefit of Philippine call centers. Their presence in a Third World country has greatly contributed to the reduction of unemployment rates. Jesna also believes that Philippine call centers have opened up new avenues for young individuals to learn and grow. Impliedly, she is betting that the industry will continue to stay for a much longer time and to the delight of its potential benefactors.
So there you have it. If you’re one of those who wonder how relevant Philippine call centers are in the lives of people, you can just poke any Filipino youth and they will give you a piece of their mind without a moment’s hesitation. They are very much aware why the Philippine call center industry is there in the first place and what they should do to take advantage of it.
Philippine Call Centers and Labor Issues
Apr 25th
For the time since BPOs became settled in the Philippines, a lot of things have happened in what has been regarded as the country’s most recent “sunshine industry.”
In 2003 until 2005, business researchers from the University of the Philippines Diliman observed a slowdown in the growth of Philippine call centers. The researchers’ fears were directed not to increasing competition with overpopulated and IT-savvy countries like India and China, but on decreasing labor supply.
Indeed, how many Filipinos are willing enough to tweak their biological clocks just to earn twice the average salary from serving individuals located on the other side of the globe and with totally opposite time zones? The same can be said of other outsourcing sub-industries – not just our domestic outsourcing industry.
Philippine call centers have since spearheaded employment generation in the outsourcing sector for the last five years. Starting from 2000, the industry hired about 1500 seats, which doubled every year until it reached 60,000 seats in 2005 and almost 100,000 in the following year. Currently, there are more than half a million agents catering to different addressable markets all over the globe. The question is whether the present labor supply can withstand the demand for more Philippine call center agents. It is also a fact that many of the new recruits face difficulty in adjusting with graveyard shifts and performance standards required in the outsourcing industry. As of April 2009, through the Pangulong Gloria Scholarship (PGS), contact/call centers yield about 70% of employment among fresh graduates.
Revenue-wise, these BPO firms are growing non-stop. Since the new millennium, Philippine call center revenue has kept surging and finally reached the $1 billion mark five years ago. The main goal of the BPO sector is to capture 5% of the world’s outsourcing market. Expected annual revenue of this goal can produce more than $10 billion and a 24% share of the global call center market. However, as the industry continues to expand, the demand for more agents increases. In the next few years, Philippine call centers should have already thought of ways to recruit in large numbers, increase the quality of their training programs and facilities, and improve their policies and strategies. Changing with the changing times is a sure way to avoid the risks of losing available labor.
Call Centers: Economic Indicator of Third World Nations
Mar 4th
Entrepreneurs are always looking for signs of progress to know whether or not large-scale investments and business partnerships can be pursued. Financial considerations push a lot of these entrepreneurs to build satellite offices in developing countries, where labor is both affordable and efficient. If such is not within their means, they opt to outsource key services like marketing, accounting, paralegal, and the like, that need not be performed within the confines of their own establishment. As a result, while entrepreneurs in developed countries seek for alternatives to increase their business productivity, new signposts for economic growth have sprung among their developing partners. These signposts are very reflective of globalization trends and they have made decision-making and business processes for First World investors faster and easier. One important indicator which foreigners have recently used to determine which developing countries have financially conducive and economically progressive environments is the number of call centers and outsourcing firms present in their respective localities.
Call them labels, landmarks, indicators, signposts, signals, determinants – whichever your preference, all these words point out to the fact that the outsourcing trade is proportionally related to economic growth. This goes without saying that in the context of developing economies, wherever call centers and outsourcing firms are, there prosperity is also. Without the presence of call centers, a Third World country is not deemed ‘ripe’ and ‘favorable’ for investments. This is the reason why top BPO hubs in the world like the Philippines, India, China and Poland are considered very progressive by many international clients and they freely come to these countries to ask for support. Their respective call center industries have also thrived over the years as investment after investment either established an outburst of foreign-owned call centers or encouraged even the native entrepreneurs to enter the call center and outsourcing business.
Many might ask: why does the call center and outsourcing industry indicate progress? Technology is your answer.
Ever since call centers started invading the developing world, there has been an extensive use of information and communication technology. Take the case of Philippine call centers, whose performance over the last few years propelled the country to be the “number 1 BPO hub in the world.” It took a mere few years for the Philippine call center industry to overtake India despite being a belated player. Although the country already has serious commercial interests in technology-driven sectors, such sectors have not attained success as quickly and as widespread as the Philippine call center industry. The rise of Philippine call centers has therefore spurred a population that is basically dependent on information and communication technology. Among this population are entrepreneurs who have embarked on the Philippine call center business with ICT as their major capital.
Besides ICT, another justification why the Philippine call center industry is an indicator of economic progress and prosperity is the emergence of homegrown Philippine call centers. These homegrown Philippine call centers significantly differ from other foreign-owned call centers because they are one way or another, heavily tinged with the local culture. Also, such Philippine call centers have more relaxed environments and are not as rigid as those multinational call center companies and company-owned call centers. Although years ago it was almost impossible for a Filipino to manage and build his own Philippine call center, now, Philippine call centers are within the means of any business-savvy Juan and Juana. These new entrepreneurial openings for folks mark a change in the fortunes of developing countries like the Philippines. As the world’s top BPO destination, Philippine call center firms, and the bigger call center and outsourcing industry they belong to, represent a rising economy about to be a surefire stakeholder in the era of globalization.
From the example of the Philippine call center industry alone, technology and the emergence of local outsourcing tycoons are but fragments of the brilliance shown to us by the call center and outsourcing industry, which, as we have already seen, depicts the economic state of Third World countries.
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If you seek to apply for a job in or plan to outsource your services to a competent call center here in the Philippines, we highly recommend eBusiness BPO Inc., a trusted outsourcing firm that offers services like back-end office management, virtual assistance, accounting, IT services, call center seat leasing and the like. For more information and inquiries, you may visit the corporate website http://www.ebusinessbpo.com. You may also call 1.866.583.2811 (US Toll Free) or email us at support@ebusinessbpo.com.
The Philippine Call Center and the Power of Voice
Feb 28th
Voice broadcasting is not a very common addressable service in the Philippine call center industry. However, because Philippine call centers are always growing and changing with the changing times, voice broadcasting has slowly become a major service line-up.
The Philippine call center industry did not start voice broadcasting until the 21st century. Voice broadcasting per se began as a 1990’s mass communication practice that distributed voice messages to a number of phone recipients all at once. It was usually in the form of pre-recorded shout-outs, allocated in large quantities to the public. Later, this mass media tool was used in aid of radio and television commercials and announcements.
Voice broadcasting is a very effective marketing strategy, as it helps increase the salability of products and services to listeners and viewers alike. Used in the Philippine call center industry, voice broadcasting can be a very powerful addressable service. There are in fact a few Philippine call centers that are espousing internet-enabled voice broadcasting systems to boost up their marketing and business development. With the popularly known Voice over Internet Protocol (VoIP) network technology, voice broadcasting is made available to just about any Philippine call center.
Besides assisting the marketing strategies of Philippine call centers, voice broadcasting has a public service function. In other countries, it is a useful device in school districts, religious institutions, and the rest of the community as it helps propagate important messages to students, to the faithful, and to the rest of the household. These members of civil society are regularly updated on upcoming events, are informed about scheduled fundraisers or are given instructions on health, security and safety. These humanitarian functions of voice broadcasting have now found their way towards the Philippine call center industry, which was among the first to see unleash the unrealized potentials of recorded messages. Now the service is relying on the outsourcing to give it a clear reputation and a solid identity in the industrial sphere.
The good thing about Philippine call center firms embracing the voice broadcasting market is that they will indirectly be instrumental to the workings of key social systems, whether political, economic or social. The Philippine call center experience reflects the versatile characteristic of voice broadcast as it can camouflage in just about any industry. Should commercial and community institutions abroad, especially those who seek a cost-efficient way of marketing their products and services, begin to incorporate voice broadcasting into their corporate framework as well as outsource this process to trustworthy any call center in the Philippines, then it will really be a breakthrough for the number 1 BPO, and soon-to-be-number 1 KPO hub in the country.
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If you’re planning to outsource your services to a competent call center here in the Philippines, we highly recommend eBusiness BPO Inc., a trusted outsourcing firm that offers services like back-end office management, virtual assistance, accounting, IT services, call center seat leasing and the like. For more information and inquiries, you may visit the corporate website http://www.ebusinessbpo.com. You may also call 1.866.583.2811 or email at support@ebusinessbpo.com.
