Why the Philippines is the ideal location for multilingual customer support

Why the Philippines is the ideal location for multilingual customer support

OABPO Blog Team Published on May 26, 2014

customer-support-call-center--Open-Access-BPO
Multilingual call center outsourcing is a flourishing sector in the Philippines that owes much of its growth to the availability of language-proficient agents in the country. In Open Access BPO alone, the initial roster of foreign-language agents has doubled and joined by four new languages within less than a decade in operation. What makes the Philippine workforce ideal for multilingual call center work?

customer-support-call-center--Open-Access-BPO-

Ever since it displaced India as the leading premiere call center destination, the Philippines has been venturing into other areas of outsourcing to further cement its position in the global offshoring industry. Among the niches that the country aims to penetrate further is the multilingual customer support call center sector, a local segment that is budding to be the most lucrative in Asia.

It’s the country’s convenient geographic location that has been attracting foreign businesses to set up a central headquarters instead of distributing operations across multiple locations in the Asia-Pacific. But more than that, what makes the Philippines an ideal site for offshore multilingual call center operations is the availability of highly skilled agents who are fluent in foreign languages that most outsourcers demand.

Bilingual education

The Filipino workforce owes much of its language proficiency to the government-mandated bilingual education that all of its citizens must undertake from their early school years, up to the tertiary level where foreign language education is required in some courses. Another factor is that the country’s official language, Tagalog, originates from Spanish and Bahasa, which makes it easy for Filipinos to immerse themselves in those foreign tongues.

Cultural diversity

customer-support-call-center--Open-Access-BPO--

According to the 2010 census, the Philippines is home to approximately 30,000 Americans and 29,000 Chinese Nationals, as well as to several other nationalities residing in the nation. The Japanese, Indians, and Canadians also make up a large portion of the foreign population living among Filipinos. For this, finding native speakers to attend to same-language customers is less of a challenge in the Philippines than in its less diverse neighbors.

International exposure

A growing trend in the Philippine call center scene is the hiring of former overseas Filipino workers (OFWs) as foreign language specialists. Repatriated OFWs make use of their gained foreign language fluency by working as voice representatives for the customers from the countries they used to serve. These former OFWs’ lingual and cultural exposure gives them an edge over native-speakers, making them equally preferred candidates by most call center outsourcing firms.

Multilingual call centers are indeed rising to be one of the strongest sectors of the local outsourcing industry. Given that the Philippines is a melting pot of various nationalities, cultures, and languages, the multilingual voice service segment is not likely far from becoming another major growth driver of the Philippine economy.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
How do you make your customers feel special?

1. Speak your customer’s language
2. Call back when you say you will
3. Say “please” and “thank you”

Here are seven more ways #CustomerService experts enhance customer experience and win customers' trust: https://buff.ly/3gZWV20

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
An agile #CallCenter can turn interactions in the most competitive industries into long-lasting relationships. This allows brands, especially #startups, to meet the rapidly changing demands of their market.

See what other advantages it offers: https://buff.ly/3e3uNZT

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO7 days ago
73% of customers prefer #LiveChat as their go-to channel for #CustomerSupport. This saves businesses time and expenses for higher productivity.

See how experienced #BPO providers offer excellent #CustomerService via live chat: https://buff.ly/3muh698

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Open Access BPO's #IT infrastructure was designed to adapt and integrate new technologies and features to meet market demands and client needs.

Learn more about how we can future-proof your #offshore operations: https://buff.ly/3e3uAWV

#WeSpeakYourLanguage #SmartRedundancy
Open Access BPO
Open Access BPO2 weeks ago
Maintaining regular communication with customers can help you earn their trust. This is essential when delivering value-added #CustomerService.

Here are tips to make #CustomerCare even more special for your consumers: https://buff.ly/3xjM2h9

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 weeks ago
Open Access BPO adopts #DataSecurity solutions and adheres to #InfoSec industry standards to proactively face emerging digital threats.

Ensure frictionless customer journeys through #SmartRedundancy: https://buff.ly/3xitA8E

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!