The pressure that Philippine call centers are under

Faith Ocampo Published on February 15, 2016

problematic-businessman-in-the-dark-with-headache

The Philippines aims to maintain its footing as one of the world s best outsourcing destinations, and sustaining this momentum is the biggest challenge.

The Philippines’ business process outsourcing (BPO) industry has had its fair share of both challenges and opportunities since the first call center in the country was established. In fact, the outsourcing sector rose as its knight in shining armor amid economic declines surrounding the region.

problematic-female-employee-having-coffee

One of its very first challenges was grooming qualified professionals who can thrive in a fast-paced work environment. Thus, government bodies came up with training programs to groom its graduates and then established the Philippine Economic Zone Authority to attract foreign investors. By putting a spotlight on these opportunities and addressing barriers, outsourcing companies in the Philippines collectively built a globally recognized legacy.

Making affordability its unique selling point, Philippine call centers have whizzed past their competitors in other locations. However, as the needs of international clients rapidly evolve, the customer service industry is now facing new challenges.

The country must again pool all available resources and implement new strategies to win over these impending setbacks.

1. Creating knowledge-based jobs

two-female-employees-on-business-discussion

In its recent report, the World Bank commended the Philippines for “high-entry rates and few regulatory barriers to competition” but urged the country to step up its game by fortifying the knowledge process outsourcing (KPO) sector. Between 2012 and 2013, KPO grew by a measly 18%. It goes without saying that the country could gain massive profits if it invests on widening the skill set of its workforce and fixing the job-skill mismatch that s becoming increasingly common in the BPO industry.

 

2. Leveraging multiple platforms

male-female-employees-back-to-back-using-laptop-tablet

Juggling multiple channels is a challenge not unique to the Philippine BPO setting. Everywhere in the world, call centers are struggling to hit the delicate balance between offering various modes of customer service and maintaining the quality of their performance across these platforms. Call center managers in the Philippines need to understand the characteristics of a new-age consumer and how they interact with multiple devices. But it s not an easy task, as the customers they cater to hail from different parts of the world.

 

3. Building new BPO hubs

cityscape-business-distict-building-construction

Metro Manila, Philippines’ central region for business, is also the flagship area for the country s outsourcing sector. In the past decade however, the Department of Science and Technology started grooming other cities in the country as BPO hubs. So far their efforts are producing great results, as seven other locations have been included in the list of top 100 outsourcing locations in the world.

Keeping up this momentum is the biggest challenge. These blossoming hubs must ensure that they can

1)     produce a sufficient number of qualified professionals,

2)     continuously improve their IT infrastructure,

3)     ensure safety and security, and

4)     adhere to world-class standards.

 

4. Minimizing attrition

Asian-female-resigned

In February last year, reports stated that the attrition rate among Philippine call centers has dipped to an all-time low of 20%—a considerable improvement over the previous years. Compared with the 24% attrition rate in 2012 and 26% in 2013, it s a noteworthy change. Vangie Daquilanea of Towers Watson Philippines cited better talent acquisition techniques as the reason behind reduced resignations, but higher salaries may also be persuading agents to stay at their jobs.

Still, if we look at the bigger picture, a one-in-five employee churn rate is a massive loss. Outsourcing companies must step up their employee retention programs by creating in-house career paths and providing professionals an environment where they re encouraged to keep learning.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 0 hour ago
𝗝𝗮𝗱𝗲 𝗠𝗮𝗸𝗲𝘀 𝗮𝗻 𝗜𝗻𝘀𝗽𝗶𝗿𝗶𝗻𝗴 𝗦𝗛𝗜𝗙𝗧—𝗢𝗻𝗲 𝗧𝗵𝗮𝘁 𝗖𝗮𝗻 𝗖𝗵𝗮𝗻𝗴𝗲 𝗛𝗲𝗿 𝗟𝗶𝗳𝗲

Watch as Reports Analyst JADE recalls her life-affirming fitness journey as a finalist of our Drop It Like It's Hot weight loss challenge.

Her determination and consistency carried her through tough physical, emotional, and mental hurdles.

She speaks not only as a fitness finalist, but as a champion for sustainable wellness through the OABPO SHIFT, Open Access BPO's lifestyle modification initiative.

------------------------------------------------------------------
The OABPO SHIFT (Sustainable Health and Integrated Fitness Transformation) is a 3-month wellness initiative designed to help participants build healthier habits through guided changes in nutrition, physical activity, stress management, and behavior.

Each week will feature different activities that address different facets of your wellness.

Ready to make the SHIFT, OABPO fam?
Register now: tinyurl.com/oabposhiftreg

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork
Open Access BPO Yesterday
Open Access BPO's recent 𝐏𝐫𝐢𝐝𝐞 𝐖𝐞𝐞𝐤 𝟐𝟎𝟐𝟓 showcased our unwavering commitment to #diversity, #equity, and #inclusion. This inaugural event united our teams in Makati and Davao to celebrate the LGBTQIA+ community and support meaningful causes.

𝘙𝘦𝘢𝘥 𝘢𝘣𝘰𝘶𝘵 𝘵𝘩𝘦 𝘧𝘶𝘯 𝘢𝘤𝘵𝘪𝘷𝘪𝘵𝘪𝘦𝘴 𝘢𝘯𝘥 𝘵𝘩𝘦 𝘰𝘶𝘵𝘳𝘦𝘢𝘤𝘩 𝘪𝘯𝘪𝘵𝘪𝘢𝘵𝘪𝘷𝘦 𝘣𝘰𝘳𝘯𝘦 𝘰𝘶𝘵 𝘰𝘧 𝘰𝘶𝘳 𝘪𝘯𝘢𝘶𝘨𝘶𝘳𝘢𝘭 𝘸𝘦𝘦𝘬-𝘭𝘰𝘯𝘨 𝘗𝘳𝘪𝘥𝘦 𝘤𝘦𝘭𝘦𝘣𝘳𝘢𝘵𝘪𝘰𝘯: https://buff.ly/nmRUrVg

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 15 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗟𝗮𝘂𝗻𝗰𝗵𝗲𝘀 𝗦𝗛𝗜𝗙𝗧 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺 𝗳𝗼𝗿 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀

Multilingual call center Open Access BPO announced the official launch of 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork
Open Access BPO 19 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 29 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 29 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025