Phoning from the Philippines: Outsourcing to Manila's Call Centres | 101 East
516,268
Publicado 2013-01-18
Established in just a decade, the outsourcing industry now employs 420,000 workers and accounts for five percent of the country's gross domestic product (GDP), or roughly $11bn in revenue.
The country is also an attractive backroom for small- to medium-sized companies in Western countries because it is a comfortable timezone to work in and there is cost savings of up to 70 percent.
While the Philippines leads other Asian outsourcing countries in voice oriented services- the country is looking to diversify and offer more complex creative services like animation, game development, copywriting, graphic and engineering design.
An estimated 80 percent of all call centres are in Manila, but outsourcing hubs are also opening in the provinces, bringing roads, airports and jobs to poor areas.
This offers new opportunities and starting salaries that are roughly 40 percent higher than the country's minimum wage.
While the Philippines leads other Asian outsourcing countries in voice-oriented services, the country is looking to diversify and offer more complex creative services such as animation, game development, copywriting, and graphic and engineering design.
While outsourcing has stopped a brain drain that affects other Asian countries, there are concerns that the growing industry will have an impact on other professions which need educated professionals.
But critics, including local industry leaders, argue that universities and the government have not done enough to foster innovation or to educate the emerging workforce in critical thinking.
With just five out of 100 job applicants making the cut as call centre workers, 101 East examines the limitations facing outsourcing in the Philippines.
More from 101 East on:
YouTube - aje.io/101eastYouTube
Facebook - facebook.com/101east
Twitter - twitter.com/aj101east
Instagram - instagram.com/aj101east
Website - aljazeera.com/101east
- Subscribe to our channel: aje.io/AJSubscribe
- Follow us on Twitter: twitter.com/AJEnglish
- Find us on Facebook: www.facebook.com/aljazeera
- Check our website: www.aljazeera.com/
#AlJazeeraEnglish #Philippines #PhoneCentre
Todos los comentarios (21)
-
I can't believe this video was uploaded 8 years ago and still timely even today
-
The Philippines is a beautiful country and the people are amazing..... I like this country
-
I worked as a call center agent before. I was always nervous and apprehensive. But I have empathy, and I once handled an elderly who asked for my supervisor right away. He was scammed and bought a machine on eBay. After listening to him, I apologized and had been truthful that we can't support his case, and that he has to move on to avoid wasting time, energy and unnecessary pain. He asked whether or not I'm a psychologist, and that he felt better talking to me despite not being able to resolve his problem, and not getting his money back. Active listening, and empathy is the key folks!
-
For customers being hard and harsh to Filipino call center agents, working 9 hours a day, preparing 4 hours travel back and forth to job and still giving you better customer service, a simple “thank you” is already enough to lighten up the day considering most barely make it to 18 USD a day...
-
Filipino people are mostly optimistic, hardworking, and self-reliance, that's why they could easily to move forward for better path of life.
-
18:50 the story of that woman made my day! I mean, she's so happy and satisfied with her job as she's able to take care of her kids and at the same time work in a good mood. She even says that she could do that job for the rest of her life! OMG! That Australian employer certainly have been a bless in her life
-
This is great news, I just hate it when I get someone from India, I just can't understand what they're saying. I use to call HP for help and get India, once I complained and they transferred me to Canada what a relief. My wife is in a group nursing home with ten other woman for five years now, and all the staff is from Philippines, they are the kindest, most loving people I've ever know.
-
The Filipino Call Workers are much easier to understand. Hopefully this will lead to better opportunities for them.
-
I called my company HR today. She was very professional answering my call. As conversation goes, I heard a roaster,so I asked her location, she said, in the Philippines. Only if I didn't hear the roaster at the background I could not tell her accent. She spoke fluent English.
-
I remember our US client telling us before on why they much prefer Filipinos to handle customer service is that they are emphatic, courteous and able to handle stress envronment prefessionally. They throw tech concerns over to Indians since its their expertise but once calls got mishandled they route it to Philippines to save it from cancellation😂
-
Butch, very smart US raised Filipino that came back to PH to improve his country, you can see it, Canadian here that spent 9 months on 40 Islands in PH, fell in love with the country and the people and culture !
-
Kevin was right. We have to think "Innovation". Make it as our goal, not to just "have a good job". Napagiwanan na nang husto ang mga pinoy.
-
As an American I much prefer filipino reps to thier Indian counterparts....no offense intended. They are easier to understand and IMO are not as rude..not to say all Indians are but I did encounter it!
-
People easily come and go... yes and that is an indicator of the quality of the job. High turn over indicates that workers are not satisfied with working conditions.
-
They are just great and they care a lot about their job and others , because I had an issue and they followed up and it could be resolved I’m just very grateful of this people !🙏🏻♥️gracias desde la Republica Dominicana🇩🇴
-
I love their English accent..easy to understand compare with Indian..
-
Filipinos never cease to impress me.
-
Watching 7 years on and yes we have to focus on innovating and become creators instead of mere consumers and outsourcing pawns.
-
Go..Phillipines! ..they have strong professional customers service & very polite.
-
It is good to see the Philippines recovering, keep up the good work of moving forward. The Philippines is a fantastic country.
