Article: The Philippines: The world's hotline
![]() |
Filipinos working at call centers in the Philippines |
One of the main reasons why the Philippines has had an increase in call centers is because the Filipinos are able to have the American accent in which most Indians may not. "In fact, to American ears, Filipinos often sound clearer than agents in India."The accent is so convincing that US caller might not even know that the agent is a Filipino. I found this point really interesting because it seems so obvious yet I overlooked this factor.
Another interesting point that the article made is that the Philippines is very much attuned to the culture of the United States, simply because the Philippines was a US colony. Therefore it wouldn't be a surprising fact that Philippines would be the leading country to answer phone calls from the United States.
Lastly, I think the companies that have offshored to India have seen the advantages of having a call center in the Philippines. In fact according to the article, many of the call centers that have presence in the Philippines are also in India. "In other words, the Indians have started outsourcing some of their outsourcing."
However, since the industry is still growing in the Philippines, India's overall BPO (Business Processing Outsourcing) revenue was $70bn while the Philippines was only $9bn.
Question: What are some disadvantage of offshoring call centers in the Philippines, both for the country and/or the individual?