Nurse In The Callfloor

                With high level of english proficiency and a literacy rate of 94%, no wonder why Philippines is taking flight in call center and BPO-related services. It is a hotspot for outsourcing due to three main reasons: Philippines is (1) a less expensive option with (2) a good cultural adaptation and (3) neutral accent. Filipinos speak Idiomatic American english better than other Asian countries, the reason why American companies choose Philippines for voice works.

                The continuing growth of call center industry in the Philippines is becoming transparent. American customers wayback 2009 when I first entered the world of call center would ask if you’re an Indian if they decipher unfamiliar accent. Today, they would normally ask if you’re a Filipino to confirm. It implies that Philippines has marked it’s presence in the industry. The latest promising job for Filipinos is medical transcription. This is a great oppurtunity to all overblown population of health-related professionals especially for those more than 300,00 jobless licensed nurses. Nevertheless, if American customers are calling their banks, place a catalog order or complain about busted computer device, they would reach a Filipino agent. If not, most likely, it’s an Indian representative.

                No one needs reminding that India has long been considered outsourcing capital of the world. Their skills in Information Technology (IT) and system of commerce made them the dominant player in outsourcing. It is touted that the hardest thing to teach an agent is to use two rebuttals but with Indians, is to stop after two. At this time, India is still way ahead their 3^rd world match, the Philippines in BPO but the latter is growing rapidly per year in terms of number of companies investing in the country.

                Question is, which country offers the best Business Process Outsourcing (BPO)? I would say Philippines for voice and India for back-office (People working here should be computer literate. Task is more in documentation like billing and other paperworks). Considering the incertitude from a threat to cut incentives for companies that ship jobs overseas by Obama, I think it’s time for both countries to work hand in hand specially at this time that more countries are starting to open their doors for outsourcing.