The business process outsourcing industry in the

Philippines has grown 46% annually since 2006. In

its 2013 top 100 ranking of global outsourcing
destinations, Tholons, a US-based strategic
advisory firm for global outsourcing and
investments, has ranked the Philippine capital
Manila number 3, lifting it 1 notch to knock off
India’s New Delhi ( the capital of India) from
number 3 spot in 2012 to number 4 in 2013. The
top spots remained unchanged, ranking Bangalore
(capital of the Indian state of Karnataka) 1 and
Mumbai ( capital city of the Indian state of
Maharashtra) 2.
The majority of the BPO facilities are
located in "first-tier" cities in Metro Manila
and Metro Cebu. Second- and third-tier
sites are located in regional economic
zones such asBacolod City, Baguio City,
Cagayan de Oro, Clark (Angeles City),
Dagupan City, Davao City, Tacloban
City, Dumaguete City, Lipa City, Iloilo
City, Naga City, Iriga City, Iligan
City,Olongapo City and Urdaneta City.
 What is Call
Center?
A call center or
contact center is a
centralized office
used for the purpose
of receiving and
transmitting a large
volume of requests
by telephone.
 2 Types Of Calls

An inbound telemarketing center

deals with customers calling for
questions and services. Whereas, an
outbound center calls customers for
sales or product services. These
services are most generally based on
leads to prospective customers.
2 Types Of Calls
INBOUND OUTBOUND
 all types of inquiries  telemarketing
 technical help  advisories
 sales verification
 transcription
 credit and collection
 complaints
 reactivation/reinstatement
 customer service
of accounts
 support  loyalty program benefits
 sales  customer services
 marketing  and order entry
 and billing
Classic BPO Illustration:

Client

BPO or Call Center

forwards the orders
directly to the Main
Placing an order through
Company
Customer Service Hotline

Call Center
Why here in the Philippines?
 Many call centers in the UK have been built in areas that
are depressed economically.
 This means that the companies get
-cheap land and labor
-improve employment in a given area.

 There has also been a trend to move call centers to India,

where there is a large pool of English-speaking people.
However, there has been widespread dissatisfaction from
consumers, who are unable to understand Indian call
centre staff and vice versa, owing to differences between
British and Indian English.
 Philippine Advantage # 1

Labor Difference,
In US they pay $3, 600.00-$ 7, 100.00
for Project Manager
but in the Philippines they pay
$ 700.00 to $ 1, 150.00 a month.
A difference of $ 5, 950.00
or almost 84%.
Philippine Advantage # 2

Owing to its abundant

English speakers that
are college graduates.
Philippines is known to be the 3rd largest
English Speaking Nation after US and
UK.

Philippine Advantage # 3
Higher stream of income.

Typical salary of a person

can vary between
P12,000 to
P18,000 basic pay
or even higher.
Builds confidence.

Builds competency.
Develop skills in
communication, technical
and customer service.
Faster career transition.
Get promoted within your first 6 Months

Operations
Manager

Supervisor

Team Leader
Customer
Service
Representative
Trainee

CAREER PATH
Compensations and Benefits
20- 30%
Night Differential Medical & Dental Benefits

Free
Training Life Insurance Sales Commission

Communication
Meal Benefits
Allowance

Travel Opportunity

Transportation Allowance Relocation Package

 Disadvantages in working in a Call Center

Time for Family,

especially during holiday seasons
 BODY CLOCK

Adjustment to sleeping
and working time.
Stress / Burnout
Prone to Sickness such as
 Dizziness
 Headache
 Backpain
 Comparative Illustration
Disadvantages Advantages

 Graveyard Shift 10- 30 % Night Differential

 Working During Holidays  Double Pay

 Exposure to Stress  Health Insurance

 Working beyond 8 hrs.  Overtime Pay

 Provincial Residency  One Time relocation package

How to become a
Certified Call
Center Agent?
Entry Requirements
Graduate of any 2 year course
18 years old
Computer Literate
Average Communication Skills
Steps towards a Call Center Career:

Qualifications:
• Ability to learn
• Flexibility
• Computer skills
• Positive attitude
• Professionalism
• Ability to get along with people
• Resistance to stress
• Communication skills
 LOCATIONS
 Industry estimates, there are over thousands of call centers
in the Philippines, the bulk being in Metro Manila mainly
in the business districts of Ortigas Center in Pasig City, the
Makati Business District, Eastwood City Cyberpark in
Quezon City, and Fort Bonifacio in Taguig City.

 However, both local and foreign-owned call centers have

ventured to regions outside Metro Manila, setting up
offices primarily in Metro Cebu and other key cities such as
Baguio City, Bacolod City , Davao City, Cagayan de Oro,
Iloilo City, Zamboanga City, Angeles City, Dumaguete,
Lipa City, Cainta in Rizal, Santa Rosa, in Laguna and now
in BALANGA CITY, BATAAN
CALL CENTERS IN THE PHILIPPINES
Evaluation:

Give five advantages and five

disadvantages of working in a call
center.
Activity:
 (Group work) Create a diagram showing the function
of a call center agent in INBOUND AND
OUTBOUND CALLS. Example is given below.
Application
Evaluate yourself with the following
qualifications as excellent, good and
weak:

• Ability to learn
• Flexibility
• Computer skills
• Positive attitude
• Professionalism
• Ability to get along with people
• Resistance to stress
• Communication skills