The Philippines as a budding multilingual call center destination

The Philippines as a budding multilingual call center destination

OABPO Blog Team Published on September 10, 2013
multilingual-call-center

The Philippines has proven its global competence when it toppled India as the world’s call center destination in 2011. Today, the country aims higher as it targets multilingual call center services as one of its future niches.

Multilingual agents in the Philippines

There have already been numerous articles expounding the English fluency of the country’s population, and not to mention the ability of local call center agents to use neutral accent–a trait highly desirable for businesses aiming to outsource their customer service and other call center operations. These advantages helped the country get a stronghold on voice-based services.

Today, call center companies are moving beyond this comfort zone to take hold of multilingual services. These are offered to businesses catering to non-English-speaking populations, such as the US, Europe, and Asia.

These companies are building on the natural language capabilities of Filipinos, who have been speaking at least two or three languages since birth. An example would be the country’s Board of Investment’s partnership with global technology company IBM to implement programs to help business process outsourcing (BPO) personnel build their language capabilities outside English.

Moreover, there are various training centers in the country that provide verbal and non-verbal multilingual-language trainings, and help their graduates snag a job in the BPO industry. These commercial or educational centers have appeal to aspiring candidates, since multilingual agents typically earn more than the regular English-speaking call center agent.

Lastly, multilingual companies also employ a significant number of expats and other foreign nationals in the Philippines who speak the native tongue of their clients’ customers. For instance, the country holds the largest Korean diaspora in Southeast Asia, ranked as the eighth largest globally. Hiring native speakers is an effective strategy as they are already familiar with the language and culture of businesses’ clientele.

The Philippines is investing further in the call center industry. Currently there are programs and training centers geared toward building a local BPO workforce for multilingual accounts. Additionally, call centers are taking advantage of the prevalence of expats and immigrants to attract businesses abroad with non-English-speaking customers.

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#Repost | Team Allied Services and You:
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The companyโ€™s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

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Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

๐—ฆ๐—ฎ๐˜ƒ๐—ฒ ๐—ฎ ๐—Ÿ๐—ถ๐—ณ๐—ฒ ๐—•๐—น๐—ผ๐—ผ๐—ฑ ๐——๐—ฟ๐—ถ๐˜ƒ๐—ฒ ๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฎ
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

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#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

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Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
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Quality evaluations may vary per #CallCenter, program, client, business model, or approach. But here are time-tested methods to accurately gauge service quality: https://buff.ly/3RI9Ghr
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Give your consumers high quality multilingual #CustomerService 24/7: OpenAccessBPO.com/get-started

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Companies lose billions due to poor #CustomerService. But more than the monetary loss, giving customers reasons to leave can incur a far greater impact on your business.

Read: https://buff.ly/3DktOSk

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Step up your #CustomerRetention game by #outsourcing to a #CustomerSupport expert: OpenAccessBPO.com/get-started

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