Mention the subject of a Philippines call centre to any knowledgeable person in Australia and they’ll assume you’re talking about a call centre in Manila, Philippines. As the call centre business has mushroomed in the Philippines over the last 10 years, Manila is definitely where all the call centre action is.
The reason for that is simple: Australian businessmen and women know that Manila is the centre of the call centre business in the Philippines because it’s not only the largest and most metropolitan of Philippines cities but it’s also where the best labor pool is. The Philippines call centre industry needs a lot of young agent recruits to staff the ever-growing demand for inbound and outbound agents to handle customer service, tech support, help desk support, telesales and such things as that.
Manila is also where the best communications infrastructure is to build a call centre in the Philippines. As the largest English speaking country in Asia, the Philippines has a ready supply of talented and motivated agents to staff the demand for call centre agents with these Philippines companies. Since the living cost is relatively low in the Philippines (compared to other Asian countries) these agents can earn a salary that’s very competitive on local scale yet still highly affordable by their clients in Australia and other English speaking countries.
Wages for call centre services based out of the Philippines are typically 30-60% less that wages for similar skills sourced locally in client countries. This means that even though there is some slight lose in efficiency due to a sometimes slightly detectable Filipino accent, the client is able to afford a lot more work for their capital expended and thus their ROI is much higher by outsourcing their inbound and outbound call centre operations to the Philippines.
Outsourcing call centre services from the Philippines is a win-win for client, consumer and call centre agents. The consumer get courteous and efficient service, the client company gets expanded services to their clients and the call centre employees take home good salaries that help their life style.