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Top 3 Reasons Why the Philippines Excels in Customer Service – BPO

The Outsourcing Industry has been a booming economic point for the Philippines since the early 2000s. There have been few companies in the early 90s that first practiced outsourcing, resulting in Congress passing the Special Economic Zone Act in February 1995, but it isn’t until the mid-2000s that we have felt the Philippines’ soar for providing quality customer service internationally.

This was proven more so by the news article written by Panay News last May 2021. The BPO industry in the Philippines has reached $26.7B in 2020 in revenue, in the middle of the pandemic. Revenue went up 1.4% even as Covid-19 made the country close most of its leading establishments and offices.

This has helped workers in the BPO sector to be officially recognized as essential workers. Companies that offer to outsource are also expected to grow significantly over time due to this success.

What is it that made the Philippines achieve the top seat of the continuously growing industry of outsourcing?

• Filipino Culture

It is best to look first at the Philippines sociological perspective. Filipino culture’s most basic and important aspect is family. Children are taught at a young age about respecting elders. Elders are held in higher regard and authority. This is also applied to workplace situations, like higher-ranking coworkers and customers.

Filipinos are expected to be courteous and respectful towards superiors and customers as they are deemed to be of authority and importance. This proves to be a useful trait in customer service, which is why it is no wonder that Filipinos are in demand for outsourcing customer service.

• High English Proficiency

The English language has been the medium of instruction in schools in the Philippines since 1900 as proposed by US President McKinley during the US colonial occupation and civil regime. In 1901, 504 teachers from the US came to start implementing the English language when the US occupied the country until 1946.

In 1935, English was declared as an added official language and is still in use as a medium at schools to the present day. It has developed over time in terms of vocabulary, accent, and in way of writing.

The Philippines is also highly recognized for its ideal transnational educational system by other countries, which attracts non-English speakers to study undergraduate and postgraduate degrees because of the English language used by top universities.

The country has a long history with the English language that it is not surprising that most Filipinos can speak and understand it. Their familiarity with western culture had also been an important aspect. It has helped greatly in terms of tourism and economic growth globally. The increasing demand for English teachers and call center agents proves this.

• Great work attitude

Filipinos in general are hardworking and very respectful towards other people. It is a common trait not to speak in a blunt and rude way, but rather in a calm and patient manner whatever the situation brings. Many caregivers and medical workers hail from the Philippines to the US and other countries as they are in demand for their caring and hospitable demeanor.

It is also not uncommon to see them smiling and laughing in whatever situation or hardship they are put in. Whether it is financial instability, broken relationships, or long work hours, Filipinos find a way to smile even for the simplest things. They are often admired for their resilience and commitment to work hard.

The demand for call center agents in the Philippines is high as the country is still regarded as the top provider for outsourcing despite rising competition from other countries. BPO companies hired 1.8 percent more employees in 2020, for a total of 1.32 million direct employment in the Philippines. We can only expect more growth for the BPO industry in the future.