THE ULTIMATE

DUMMY'S GUIDE TO

OUTSOURCING
CALL CENTER AGENTS AND
TELEMARKETERS TO THE
PHILIPPINES IN 2023
MANCAO - LAPASTORA GROUP www.mebsph.com

Table of
Contents
Chapter I: Why Outsourcing Call Center Agents and 03
Telemarketers to the Philippines Makes Sense

Chapter II: Finding Your Perfect Match: How to Choose the 09

Best Philippine-Based Call Center and Telemarketing
Partner

20
Chapter III: Do's and Dont's in Outsourcing to the
Philippines

Chapter IV: Getting to Know the Filipino Culture 22

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MANCAO E-CONNECT BUSINESS SOLUTIONS

CHAPTER I

Why Outsourcing Call Center

Agents and Telemarketers to
the Philippines Makes Sense

“Business opportunities are like buses, there is

always another one coming.”

Richard Branson,
Billionaire Entrepreneur

1. Reduced Overhead Costs:

Outsourcing to the Philippines can be much more cost-effective than hiring in-
house staff. You won't have to worry about employee benefits, taxes, or office
space, as these are all taken care of by the outsourcing provider. This allows you to
focus on growing your business and providing excellent service to your customers.

The cost of labor in the Philippines is generally lower compared to other countries,
particularly Western countries. This is due to factors such as lower cost of living,
lower taxes, and a favorable exchange rate. As a result, businesses can leverage this
cost advantage to reduce labor costs and improve their bottom line.

Furthermore, outsourcing can also help businesses avoid the additional costs
associated with hiring and training in-house employees. With outsourcing, the
provider takes care of the recruitment, hiring, and training of agents, saving
businesses both time and money. This allows businesses to focus on core
competencies, while the outsourcing provider takes care of the day-to-day
management of the call center or telemarketing team.

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STORY TIME!

One company that comes to mind is Slack, a cloud-based messaging and collaboration
platform that is widely used by businesses of all sizes. Slack is based in San Francisco,
California, and has a global workforce of over 2,000 employees. In 2018, Slack
announced that it had outsourced some of its customer support operations to the
Philippines.

By outsourcing its customer support operations, Slack was able to reduce labor costs
and free up resources to focus on other areas of the business, such as product
development and marketing. This move allowed the company to scale its operations
quickly and efficiently, while still maintaining a high level of customer service.

Slack was able to leverage the expertise of outsourcing providers in the Philippines to
access a skilled and diverse workforce that could provide excellent customer support
to users around the world. The outsourcing provider that Slack partnered with was
able to recruit and train a team of customer support agents who were knowledgeable
about the platform and could provide prompt and helpful assistance to users.

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2. Scalability and Access to a Wide

Range of Skills:

Outsourcing providers in the

Philippines can easily scale their
operations up or down based on
your business needs. This means
that you can quickly adjust your
outsourcing strategy to meet
changing market conditions or
customer demands. You can have 10
outsourced employees to 500 faster
and more possible than doing it
inhouse or locally.
STORY TIME!
The Philippines has a large and
Google, a multinational technology
diverse workforce, which means that
company based in Mountain View,
outsourcing providers can offer a
California has a global workforce of over
wide range of skills and expertise to
139,000 employees and is known for its
meet your business needs. Whether
innovative products and services. To
you need customer service agents,
maintain its competitive edge in the
telemarketers, or specialized
rapidly evolving technology industry,
technical support, you can find the
Google has been outsourcing some of its
right team to support your business
software development and engineering
goals.
operations to the Philippines. By doing so,
Google has been able to tap into the
country's vast pool of talented software
developers and engineers, who are well-
educated and skilled in the latest
technologies.

Moreover, outsourcing to the Philippines

has allowed Google to scale its operations
quickly and efficiently. The outsourcing
providers in the Philippines are able to
provide Google with access to a large and
skilled workforce that can handle the
increasing demand for its products and
services. This has allowed Google to
expand its operations globally and deliver
high-quality products and services to users
around the world.

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3. Amazing English Skills:

Filipinos are known for their excellent English skills, which makes them a top choice
for businesses looking to outsource customer service and telemarketing tasks. You
won't have to worry about communication issues, and your customers will
appreciate being able to speak with someone who can understand them perfectly.

STORY TIME!

Here are some major companies that have set up operations in the Philippines:

A. Amazon - Amazon has set up a customer service center in Cebu City, Philippines, where
Filipinos provide support for customers in North America, Europe, and Asia.

B. Citibank - Citibank has a large presence in the Philippines, with multiple call center operations
located in the country. The company has been outsourcing to the Philippines since the early
2000s.

C. JPMorgan Chase - JPMorgan Chase has a global service center in the Philippines that
provides customer support, fraud detection, and other services to its clients in the US and other
countries.

D. American Express - American Express has a customer service center in Manila, Philippines,
where Filipinos provide support to its customers in the US, Canada, and other countries.

E. IBM - IBM has a global delivery center in the Philippines that provides IT and business process
services to clients around the world. The company has been outsourcing to the Philippines since
the early 2000s.

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5. Cultural Alignment:
Outsourcing call center agents and
telemarketers to the Philippines makes
sense is the strong alignment of Western
culture with Filipino culture. Filipinos have
been heavily influenced by Western
culture due to their history with Spain
and the US. As a result, Filipinos have a
good understanding of Western culture
and are able to relate well to Western
customers.
This cultural alignment has been a key
factor in the success of the BPO industry
in the Philippines. According to a report
by the Everest Group, "Filipino workers
are known for their strong cultural
alignment with Western countries, which
makes it easier for them to understand
the needs and preferences of Western
customers." This has led to higher
customer satisfaction rates and improved
business outcomes for companies that
have outsourced to the Philippines.
Also, the friendly and hospitable nature of
Filipinos has also contributed to their
success in the BPO industry. Filipinos are
known for their warm and welcoming
demeanor, which can help to create a
positive customer experience. This has
made the Philippines an attractive
destination for US companies looking to
outsource their call center and customer
service operations.
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STORY TIME!
One example of a US company that
has outsourced customer service reps
from the Philippines and benefited
from their polite and positive
demeanor is Zappos, an online shoe
and clothing retailer. Zappos is known
for its outstanding customer service,
and in 2012, the company was
acquired by Amazon for $1.2 billion.
Zappos has been outsourcing its
customer service operations to the
Philippines since 2009, and according
to a report by Business Insider,
"Zappos has been impressed with the
level of service provided by the
Filipino reps, who are known for their
politeness and positive demeanor."
Zappos has even sent some of its US-
based employees to the Philippines to
learn from their Filipino counterparts
and improve their own customer
service skills.
The success of Zappos' outsourcing
strategy has been attributed in part to
the cultural alignment between the
Philippines and the US. Filipinos have
a good understanding of Western
culture and are able to relate well to
Western customers, which has helped
to create a positive customer
experience for Zappos' customers. The
friendly and hospitable nature of
Filipinos has also contributed to this
success, as Zappos' customers feel
valued and appreciated when
interacting with Filipino customer
service reps.
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4. Flexible Working Hours:
Another advantage of outsourcing
call center agents and telemarketers
to the Philippines is the flexible
working hours. The time difference
between the Philippines and the US
allows for 24/7 coverage, which is
especially important for companies
that operate in multiple time zones or
have customers in different parts of
the world. This also means that
Filipino workers can choose flexible
schedules that suit their lifestyle and
personal obligations, which can lead
to higher job satisfaction and lower
turnover rates.
STORY TIME!
According to Arvind Mathur, CEO of
Jobstreet.com, "Filipino workers are
known to be flexible and adaptable, and
this is reflected in the BPO industry
where 24/7 operations are the norm.
Workers can choose to work at
different times of the day, which is a
great advantage for those who have
family obligations or other
commitments." This flexibility has
made the Philippines an attractive
destination for US companies looking
to outsource their call center and
customer service operations, and has
helped the BPO industry in the country
grow and thrive.
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6. Strong Government Support:
The Philippine government has a strong
commitment to supporting the
outsourcing industry, which means that
outsourcing providers can rely on a
stable and supportive business
environment. This makes it easier for
outsourcing providers to attract and
retain top talent, and for clients to
access the services they need to grow
their businesses.
STORY TIME!
The Philippine Economic Zone Authority
(PEZA) in 1995. PEZA was created to promote
and regulate economic zones in the country,
and one of its primary goals was to attract
foreign investors to set up business
operations in the Philippines.
With the help of PEZA, the government
implemented several incentives to
encourage companies to invest in the
country, such as tax holidays, duty-free
importation of capital equipment, and
streamlined government procedures. These
incentives were particularly attractive to the
business process outsourcing (BPO)
industry, which was just starting to take off
at the time.
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CHAPTER II

Finding Your Perfect Match:

How to Choose the Best
Philippine-Based Call Center
and Telemarketing Partner

“Partnership is not a legal contract between two equal individuals.

It’s an emotional alliance between two people who are committed
to each other’s success.”

Warren Buffet, Billionaire Businessman, and Philanthropist

1. Identifying Your Needs:

Identifying your needs is like finding the

perfect match on a dating app! You want to
make sure your call center and telemarketing
partner fits your specific requirements, just
like you'd look for someone who shares your
interests and values.
Think about what your business needs, such
as the number of calls and leads you expect,
the complexity of your products or services,
and the level of customer service you want
to provide. You'll also want to consider the
types of technologies and systems the
partner uses, and the level of training and
expertise of their agents.
But it's not just about the practical stuff –
you also want to make sure your partner is a
cultural fit for your business. Are their values,
work ethic, and communication style in line
with your own? By identifying your needs and
finding a partner that matches those needs,
you'll be swiping right on the perfect call
center and telemarketing match for your
business!
You Can ask these Questions to a
Potential Partner
A. What services do you currently offer,
and how can you customize them to meet
my business needs?
B. What is your experience in my industry?
C. What are your agent training and quality
assurance processes?
D. What types of technologies and systems
do you use?
E. How do you ensure data security?
F. What are your pricing and contract term?
G. How do you handle customer complaints
and
escalations, and what is your resolution
process?
H. What are your hours of operation, and do
you offer support
outside of regular business hours?
I. How do you measure and report on
performance,
and what metrics do you use?

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2. The Dating Game: How to
Approach and Evaluate Potential
Call Center and Telemarketing
Partners
Before jumping into a relationship with an
outsourcing partner, you need to do some
proper vetting to make sure they're the
right fit for you. Here are some things to
consider:
A. Do they know their stuff? Check out
their experience and expertise in the
industry, and see if they've worked with
companies like yours before. You want a
partner who knows what they're doing and
can deliver quality service.
B. Are they reliable? Quality assurance is
key, so make sure they have processes in
place to ensure consistent performance
and handle any issues that may arise.
C. Will they communicate with you?
Communication is key to any successful
partnership. Make sure your potential
partner is responsive and has clear
channels for communication.
D. Are they tech-savvy? Technology and
infrastructure are important for efficient
and effective outsourcing. Make sure they
have the necessary tools and systems in
place to support your business.
E. Do their values align with yours? It's
important to evaluate cultural fit to ensure
that you're on the same page when it
comes to collaboration, innovation, and
putting the customer first.
By asking these questions and doing your
due diligence, you can find an outsourcing
partner that is a perfect match for your
business.
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3. Red Flags to Watch Out for When
Choosing an Outsourcing Partner
When you're picking an outsourcing
partner, you got to be careful to avoid any
red flags that could spell trouble later on.
These warning signs can take many forms,
like crummy communication or a lack of
experience in your business. By knowing
what to look for, you can steer clear of the
wrong outsourcing partner and make sure
your business is in good hands.
One red flag to keep an eye out for is
when an outsourcing partner doesn't give
you the details you need. If they're not
willing to spill the beans on how they work,
who their peeps are, or what their past
clients are like, it could be a sign that
they're hiding something. A good
outsourcing partner should be transparent
about what they can do and be happy to
answer your questions.
Another red flag is when there's a lack of
communication. When you're working with
an outsourcing partner, you got to be able
to talk to each other and get stuff done. If
they're not replying to your emails or
phone calls quickly, or you're always
getting mixed up, it could be a sign that
they're not on top of things. It's a good
idea to test the communication waters
early on, so you can make sure you'll be
able to work together like a well-oiled
machine.
By being on the lookout for red flags and
doing your homework, you can avoid big
mistakes and pick an outsourcing partner
that'll make your business shine.
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“When the trust account is high, communication is easy, instant,

and effective.”

Stephen Covey, New Yorks Times Best Selling Author

4. The Power of References: How to Use References to Evaluate an

Outsourcing Partner's Track Record

If you want to know if an outsourcing partner is good, references are a solid way to go.
Basically, references are people or companies who've worked with the outsourcing
partner before and can tell you what it's like to work with them. By chatting with
references, you can find out about the quality of their work, how well they
communicate, and if people were happy with the results.

To make the most out of references, you got to ask the right stuff. It's key to find out if
the outsourcing partner is reliable, can stick to deadlines, and responds quickly. It's
also a good idea to check if they have experience in your industry and know what
they're doing. Besides that, you should get an idea of what it was like for the reference
to work with the outsourcing partner and any problems they ran into.

Just because you talk to some references, doesn't mean you're going to get the full
picture. Sometimes, the people you talk to might be biased because they know the
outsourcing partner personally or professionally. To get a fair and square view, you
should ask multiple references and get different perspectives. This way, you can get
some real-deal insights and pick an outsourcing partner that's right for your business.

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“While it’s important to be aware of and sensitive to cultural

differences when conducting business internationally, the
principles of transparency, trust, and partnership are universal.”

Dan Quayle, 44th vice president of the US

5. The Art of Negotiation: Getting the Best Deal for Your Business

The art of negotiation is an essential skill in business, especially when it comes to

outsourcing. As a business owner, you want to get the best possible deal for your
company, but you also want to make sure that your outsourcing partner is happy with
the terms of the agreement. The key to successful negotiation is to find a compromise
that benefits both parties.

One of the most important things to keep in mind when negotiating with an
outsourcing partner is to do your research. You need to know what the market rates
are for the services you require and what your potential partner's competitors are
offering. This will give you a better idea of what you should be asking for and what you
can expect in return. It's also important to understand your own company's needs and
priorities so that you can negotiate from a position of strength.

Another important aspect of successful negotiation is to be clear and direct about

your needs and expectations. This means being upfront about what you're looking for
in an outsourcing partner, as well as any concerns or issues you may have. It's
important to listen to your partner's needs and concerns as well and to work together
to find a solution that works for everyone. Building a strong relationship based on open
communication and mutual trust is key to long-term success in outsourcing.

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“You must never try to make all the money that’s in a deal.
Let the other fellow make some money too,
because if you have a reputation for always making all the money,
you won’t have many deals.”

Jean Paul Getty, Petroleum Industrialist

6. Reading Between the Lines: Understanding Contracts and Agreements

Contracts and agreements are the backbone of the partnership between your
company and the outsourcing provider. These documents outline the terms and
conditions of the engagement and protect the interests of both parties. However, it
can be challenging to understand the legal jargon and clauses contained in these
agreements. As such, it is crucial to read between the lines to ensure that you are
signing up for an outsourcing partnership that aligns with your business goals and
expectations.

To effectively read between the lines, you need to have a clear understanding of the
services you are outsourcing and the outcomes you expect from the partnership. This
understanding will enable you to identify any discrepancies between your
expectations and the terms of the agreement. Additionally, it would be best to review
the contract's specific clauses, such as the termination clause, indemnification clause,
and confidentiality clause. These clauses can significantly impact your business's legal
and financial liabilities and should be thoroughly evaluated.

If you are unsure about any aspect of the contract, seek legal advice from an
experienced attorney. A legal professional can help you interpret the agreement and
ensure that your interests are protected. Remember, signing a contract or agreement
is a legally binding commitment, and failing to understand the terms and conditions
could result in severe consequences for your business. By reading between the lines
and seeking professional advice, you can avoid potential pitfalls and establish a
successful outsourcing partnership.

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The biggest risk is not taking any risk ... In a world that's changing
really quickly, the only strategy that is guaranteed to fail is not
taking risks.

Mark Zuckerberg
Billionaire Founder of Facebook, Philanthropist

7. Trust and Security: Ensuring Your Data and Intellectual Property Are Protected

In the world of outsourcing, one of the biggest concerns for businesses is ensuring the
protection of their data and intellectual property. When choosing an outsourcing
partner, it's important to consider their security measures and protocols. Look for
companies that have strict security policies in place, such as encryption methods,
secure servers, and data backup systems. It's also important to ask about their training
programs and how they educate their employees on security best practices.

Another key factor in ensuring the security of your data and intellectual property is
trust. Before signing a contract with an outsourcing partner, take the time to establish
a relationship of trust. This can be done through regular communication, site visits, and
building a personal relationship with the key personnel involved in the partnership. It's
also important to have clear expectations and guidelines for how data and intellectual
property will be handled and protected throughout the partnership.

In addition to security measures and trust, it's important to have legal protections in
place. This means including clear and specific language in your contract regarding the
protection of your data and intellectual property. It's also important to have a plan in
place for what will happen in the event of a security breach or violation of the
agreement. By taking these steps, you can ensure that your business's data and
intellectual property are protected and secure throughout the outsourcing
partnership.

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STORY TIME!

One notable company that takes data and privacy protection seriously is Apple Inc. In
2016, Apple went to court against the FBI in a high-profile case involving the unlocking of
an iPhone used by one of the suspects in the San Bernardino shooting. Despite intense
pressure from the government, Apple stood firm in protecting its users' privacy and
refused to create a backdoor to the iPhone's encryption. The case sparked a heated debate
about privacy and encryption, and Apple's stance earned it widespread support from
privacy advocates and tech industry leaders.

Apple has also implemented various measures to protect its customers' data, such as end-
to-end encryption for iMessage and Facetime, strong password requirements, and two-
factor authentication. It also regularly releases software updates to address security
vulnerabilities and works closely with security researchers to identify and fix any
potential issues. Additionally, Apple has strict guidelines for third-party apps that want to
access user data, and it regularly audits these apps to ensure compliance.

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“Don’t let the noise of others’ opinions drown out your own inner
voice. And most important, have the courage to follow your heart
and intuition.”

Steve Jobs, Founder Apple

8. Managing and Monitoring Your Outsourcing Team

Keeping an eye on your outsourcing team is super important to make sure they're
getting stuff done in the best way possible. To get outsourcing done right, it's crucial to
communicate clearly from the beginning, so everyone knows what's going on. This
means regular check-ins, keeping tabs on progress, and setting metrics to track how
things are going.

Another thing to focus on is building a team culture where people are accountable and
open about what's going on. Make sure everyone knows what they're supposed to be
doing, give them props for good work, and create a fun and collaborative workplace.
When people are happy and motivated, they'll get more done and do better work.

Lastly, make sure your outsourcing team has everything they need to get the job done
right. This means giving them the latest and greatest technology, training them up to
be top-notch, and providing a supportive environment where they can thrive. When
you invest in your outsourcing team, they'll invest in your business, and everyone will
win.

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9. Measuring the Success of Your Outsourcing Efforts

Here are some common metrics used in call centers:

KPI Key Performance Indicators

1. Average Handling Time (AHT): This metric measures the average time it takes for an
agent to handle a customer call or interaction.

2. Service Level: This metric measures the percentage of calls or interactions that are
answered within a specified time frame, usually expressed as a percentage of calls
answered in X seconds.

3. First Call Resolution (FCR): This metric measures the percentage of calls or
interactions that are resolved on the first attempt, without the need for additional
follow-up.

4. Abandonment Rate: This metric measures the percentage of calls or interactions

that are abandoned by customers before they reach an agent.

5. Occupancy Rate: This metric measures the percentage of time agents are actively
engaged in handling customer interactions versus being idle.

6. Customer Satisfaction (CSAT): This metric measures customer satisfaction with the
service they received during the interaction with an agent.

7. Net Promoter Score (NPS): This metric measures the likelihood of customers to
recommend the company's products or services to others.

8. Call Transfer Rate: This metric measures the percentage of calls that are transferred
to another agent or department.

9. Average Speed of Answer (ASA): This metric measures the average time it takes for
a call to be answered by an agent.

10. Quality Assurance (QA) Score: This metric measures the quality of agent
interactions with customers, as determined by a quality assurance team.

11. Sales Volume and Conversion to Sale

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10. Have Fun

Having fun is a key ingredient in the recipe for success in the call center industry. Call
center work can be demanding and stressful, but incorporating fun and enjoyable
activities can boost morale and productivity among agents. Fun can come in different
shapes and sizes, like playing office games, organizing team-building activities, or
providing free snacks and drinks. It's important to encourage agents to take breaks and
enjoy themselves to prevent burnout and increase job satisfaction.

Moreover, having fun can positively affect customer service as well. When agents are
having a good time and finding joy in their work, they are more likely to provide a
positive experience for customers. A positive attitude is infectious, and customers can
sense the energy and enthusiasm of the agent on the other end of the line. A fun work
environment can also stimulate agents to be more innovative and problem-solving
when assisting customers with complicated issues. So, let's make work fun and keep
the good vibes flowing!

STORY TIME!

Google. Known for its colorful and playful office spaces, Google believes that a fun and
creative environment helps employees think outside of the box and come up with
innovative solutions. In addition to providing spaces for employees to relax and unwind,
Google also hosts events such as game nights, talent shows, and costume contests to
encourage team building and foster a sense of community.

Moreover, Google also provides unique employee perks such as free meals, on-site gyms,
and wellness programs. The company also encourages its employees to pursue their
passions outside of work by offering opportunities to attend conferences and pursue
personal projects through "20% time" - a concept where employees can use 20% of their
work time to pursue projects that interest them. By creating a fun and supportive work
environment, Google has been able to attract and retain top talent while also promoting
creativity and innovation in the workplace.

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11. Celebrate in Small Victories as it becomes Big Victories

Let's talk about celebrating small victories. It's easy to get caught up in the big picture
and forget about the small steps that get you there. But it's important to remember
that every little win counts and should be celebrated.

Think about it like this: imagine climbing a mountain. You wouldn't just focus on the
peak and ignore all the little bumps and obstacles along the way. Each step you take,
each obstacle you overcome, is a small victory that should be celebrated. The same
goes for your call center team. Celebrate when they hit their goals, complete a difficult
task, or even just show up on time every day.

By acknowledging and celebrating these small victories, you're not only boosting
morale, but you're also building momentum towards even bigger victories. It's a
positive cycle that can make a huge impact on your team's overall success. So go
ahead, pop open some bubbly, order pizza, or whatever your team enjoys. Celebrate
those small wins and watch as they lead to even bigger and better things.

“The more you praise and celebrate your life, the more there is in
life to celebrate.”

Oprah Winfrey, Billionaire TV Personality

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CHAPTER III
Do's and Dont's in
Outsourcing to the
Philippines
A. Do your research: Take the time to
research potential outsourcing partners in
the Philippines, and make sure they have a
good reputation and a track record of
success.
B. Do set clear expectations: Communicate
clearly with your outsourcing partner about
your expectations for the project, including
timelines, quality standards, and
communication channels.
C. Do provide training and support: Provide
adequate training and ongoing support to
your outsourced team members, to ensure
that they have the skills and knowledge
needed to perform their tasks effectively.
D. Do establish clear lines of
communication: Set up regular
communication channels with your
outsourcing partner, including video calls,
email, and chat, to ensure that you can stay
updated on the project's progress.
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E.Do consider cultural differences: Be aware
of the cultural differences between the
Philippines and your home country, and take
steps to ensure that your outsourced team
members feel comfortable and supported.
F .Do establish a good working relationship:
Build a positive working relationship with
your outsourcing partner, based on trust,
respect, and clear communication.
G. Do keep an open mind: Be open to new
ideas and approaches, and encourage your
outsourcing partner to share their expertise
and insights.
H. Do monitor progress regularly: Regularly
monitor the progress of the project, and
provide feedback and support as needed to
ensure that it stays on track.
I. Do establish clear guidelines and policies:
Establish clear guidelines and policies for
your outsourced team members, including
work hours, communication protocols, and
expectations for work quality.
J. Do treat your outsourced team members
with respect: Treat your outsourced team
members with the same level of respect and
professionalism that you would show to in-
house team members.
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A. Don't make assumptions: Avoid making

assumptions about your outsourcing
partner's capabilities, experience, or
culture, and instead ask questions and
seek clarification.

B. Don't micromanage: Avoid

micromanaging your outsourced team
members, as this can be demotivating
and counterproductive.

C. Don't skimp on training: Don't skimp on

training and support for your outsourced
team members, as this can lead to poor
performance and delays.
D. Don't ignore cultural differences: Don't
ignore the cultural differences between
the Philippines and your home country,
as this can lead to misunderstandings
and communication breakdowns.
E. Don't ignore communication issues:
Don't ignore communication issues, and
instead address them promptly and
respectfully to avoid delays or errors.
H. Don't forget about data security:
Don't forget about data security, and
ensure that your outsourcing partner
has strong data protection measures in
place.
I. Don't forget about legal and regulatory
compliance: Don't forget about legal and
regulatory compliance, and ensure that
your outsourcing partner follows all
relevant laws and regulations.

F. Don't rush the process: Don't rush the
outsourcing process, and instead take
the time to find the right outsourcing
partner and establish a solid working
relationship.
J. Don't forget to celebrate successes:
Don't forget to celebrate successes and
milestones with your outsourced team
members, to build morale and
strengthen your working relationship.

G. Don't forget about quality: Don't

sacrifice quality for cost savings, as this
can lead to poor outcomes and damage
to your reputation.

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CHAPTER IV

Getting to Know the

Filipino Culture
Here are some basic cultural aspects of the
Philippines and Filipinos that Westerners should know:

A. Family is important - Filipinos prioritize

family above all else and often have close-
knit family relationships.

B. Respect for elders - Filipinos show

respect for elders and often use titles such
as "Ate" or "Kuya" to address older siblings
or cousins.

C. Hospitality - Filipinos are known for their

hospitality and generosity towards guests.

D. Religion - The majority of Filipinos are

Roman Catholic, and religion plays an
important role in their lives.

E. Time - Punctuality may not be as

important in the Philippines, and it's
common for meetings to start late or be
rescheduled.
F. Language - The official languages are
Filipino and English, and most Filipinos can
speak English fluently.
G. Food - Filipino cuisine is diverse and
often includes rice, meat, seafood, and
vegetables.
H. Festivals - The Philippines has many
colorful festivals throughout the year,
celebrating various religious and cultural
events.
I. Sense of humor - Filipinos have a great
sense of humor and often use humor to
make light of difficult situations.
K. Respect for authority - Filipinos
show respect for authority figures,
including government officials and
elders.
L. "Bahala na" attitude - Filipinos have a
"bahala na" attitude, meaning they
often leave things to fate or God's will.
M. Gift-giving - Giving and receiving
gifts is common in Filipino culture, and
it's important to reciprocate the
gesture.
N. Non-confrontational - Filipinos tend
to avoid confrontation and may use
indirect communication to express
their opinions.

J. Personal space - Filipinos may stand or O. Music and dance - Music and dance
sit closer to others than Westerners are play a big role in Filipino culture, and
used to, as personal space is not as traditional dances such as the tinikling
important in their culture. are popular.

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