GoResponse Telephone Answering Service Staff

Outsourcing to the Philippines

The Philippines may be the new hot outsourcing centre. Call centres in the Philippines are working towards better customer service, which companies want to see.

According to one company, they are able to offer an American accent that would convince the person on the other end of the phone that they are in the U.S. instead of the Philippines. This call centre has gone so far as to provide an American name for the phone representative. It may seem like misleading the person on the other end of the phone; however, the telephone answer service is becoming more popular than others located in India.

The reason the company is popular is the American sounding representatives. Consumers want to speak with someone they can understand. They also want to feel they are receiving the best service. For now this company is primarily serving the USA, but it is possible the UK will seek similar services in the future.

A study by IBM says that most Americans can understand Filipinos easier than Indians, perhaps due to a clearer and neutral accent. The study also showed about 350,000 Filipinos work in call centres, which is 20,000 more than in India. It seems the Philippines are also keener on U.S. culture. They have an affinity for everything American, perhaps because of the American colony that is part of its identity today.

U.S. companies have started seeking out the Philippines instead of India for better phone operators to handle calls and complaints. Interestingly, what is also true is that most of the companies in the Philippines are subsidiaries of those in India.

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