Considering Outsourcing Your Call Center Offshore? 3 Things to Know About Talent in the Philippines

If you have considered an outsourcing partnership offshore for your call center operations, or your offshore call center is somewhere other than the Philippines, the following statistics and initiatives will make you question why you aren’t there yet.

1. Specialized higher education training to support BPO growth Administration and IT. The Commission on Higher Education (CHED) in the Philippines mandated and funded the Service Management Program (SMP) Specialization Track for colleges and universities throughout the country. The program was developed by the Business Process Association Philippines (IBPAP) and includes 15 units of classroom electives and 600 hours of required internship hours.

According to IBPAP, so far 606 faculty from 16 state universities and colleges are trained to teach courses in Business Communications, Service Culture, Systems Thinking and BPO 101/102. An additional 622 faculty have completed either the Basic English Skills Training (BEST) or the Advanced English Proficiency Training (AdEPT) to strengthen overall teaching effectiveness.

The SMP is a true win-win partnership between government and business, as interns become perfect new hires that understand your business and your customers.

2. Alignment with US culture and education system. The US and Philippine’s cultures are surprisingly similar. English is one of two official languages in the Philippines. The Filipino dialect is easy to understand and Filipinos are extremely customer-centric, which is why the Philippines is the best choice for offshore outsourcing.

In addition, since the rapid growth in outsourcing, country and business leaders have put higher education-based interventions in place to make the educational infrastructure more like the US, including:

 – Global Competitiveness Assessment Tool (GCAT), an online assessment to measure skill gaps, as well as areas of improvement. This assessment guides schools and companies in designing appropriate programs for gaps and improvement.

– Advanced English Pre-employment Training (AdEPT), a two-week crash course on improving English proficiency for university students and individuals already in the industry.

– Republic Act 10533, a mandate to add senior high school (grades 11 and 12) to the K-12 program to provide students with more avenues to specialize in certain fields or academic disciplines even before they go to college, or should they decide to look for work after senior high.

3. Prepared for continued, massive growth. Philippines leaders proved they could keep up with demand over the last 15 years, growing from just 5,000 employees in the BPO space in early 2000 to more than one million today. Current and future talent initiatives account for an additional 15-20% growth per year over the next five years.

Are you interested in outsourcing your call center offshore? If so, contact us today!

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