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We asked contact centre providers in the Philippines to share with us their “surprising facts”.  Here’s what they said. 

  1. Many call centre workers travel for hours from the provinces each day to work in the city as the jobs are much better paying than jobs available in the provinces.
  2. “Mid to large-size contact centres are by law obliged to have a doctor or nurse on site.  The Philippines has a lot of nursing graduates, around 50,000, and almost half of them are unemployed. Call centre workers may be exposed to a range of health risks, including sleep disorders (approximately half the industry is working night-shifts to accommodate US clients), acoustic shock from screaming customers and RSIs.
  3. “Many centres, including ours, operate to a rigorous EOP (English Only Policy), which encourages staff to constantly improve their English speaking skills by only allowing English to be spoken inside the centre. So even with what is already accepted as a high level of English language and comprehension, agents never stop progressing.” 
  4.  “In the Philippines, the BPOs create so much business for coffee shops that whenever a major BPO opens, it’s a given that a Starbucks will follow suit.” 
  5. “For most centres, the hiring process is just one day. This means rapid deployment for clients. The Philippines call centre industry is structured to be able to deal with processing written application, first interview, assessment and skills testing, second interview and job offer all on the same day!” 
  6. According to the IT Business Process Association of the Philippines, the number of contact centre workers in the Philippines reached 900,000 in 2013. Estimates for 2019 are around 1.5 million. 
  7.  “A typical work week may be 48 hours v. 35-40 hours in other countries.”
  8. Manila has 75% of outsourced activity in the Philippines. However other cities are increasingly winning market share. Take Cebu, where wages are 3-7% lower than Manila, and real estate 15-20% lower. Cebu is already #8 in Tholons’ global index of best cities in the world for outsourcing. 
  9.  “Age is no barrier here – whilst other industries force retirement at a certain age, the contact centre industry will happily accept a 70-year-old seasoned professional as long as they pass the application process.” 
  10. According to the Contact Center Association of the Philippines, entry-level operators can earn between 10,000-14,500 pesos per month ($300-$360), excluding allowances and incentives. That’s a good salary in the Philippines, where the living expenses and taxes are a fraction of the West and keeps Philippines call center costs down.
  11. Outsourcers are always looking for new opportunities in response to market demand.  As more simple calls are moving towards self-service, there is an opportunity to grow non-voice work, and a great example of a niche which is growing explosively in the Philippines is the creative/gaming space. More and more companies are outsourcing activity such as animation, 3d modelling, and design. 

Matchboard is one of the premier Australian companies with deep knowledge of outsourcing to the Philippines. Enquire today!

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