Why the Philippines is More than just a Call Centre Country

September 08 ,2020
Why the Philippines is More than just a Call Centre Country

The Philippines has come a long way from being an agricultural and manufacturing economy to becoming one of South East Asia’s strongest outsourcing destinations offering top-quality offshore managed solutions. According to the IT and Business Process Association of the Philippines (IBPAP), the Philippines has taken the lead in providing voice BPM services since 2010. Whilst the Philippines started out as the go-to location for customer service and call centre work, it has evolved into a prime area for numerous higher-level outsourcing investments.

Facts about Philippines outsourcing industry

Here are several reasons why:

1. Superb infrastructure

The US International Trade Administration has noted that “significant growth in private and public investment, upward consumer spending, and demand for better service drive the information and communications technology industry in the Philippines (ICT).” The pandemic has certainly been a huge contributor as well. Remote or hybrid work has become the New Normal in the global workplace.

Not wanting to be left behind, the Philippines has made remarkable developments in expanding its infrastructure, particularly in IT capabilities. This has opened up more opportunities to offer more complex services in the Philippine IT-BPM industry.

Metro Manila is home to major Central Business Districts in cities such as Makati, Taguig, Ortigas, and Quezon City. The most distinguished location in Metro Manila for business offshoring has been Bonifacio Global City (BGC) in Taguig. It is a world-class Central Business District that’s become a melting pot for major international companies such as Google, Facebook, Accenture, IBM and more. With its own security, high-quality infrastructure, underground energy grid, and impressive district layout and urban planning, BGC is a top choice for offshore investments and offshore managed solutions.

Why the Philippines is More than just a Call Centre Country

2. Government support

The BPO industry is fully supported by Philippine government agencies such as the Department of Information and Communications Technology (DICT) and the Philippine Economic Zone Authority (PEZA). These agencies are geared toward developing the country’s technological infrastructure whilst providing lucrative opportunities for foreign business expansion. PEZA provides numerous incentives such as certain tax exemptions, simplified trade processes, and even visa privileges.

To create a better business environment, the government has committed to continue its Digital Transformation Program. This includes “software development for business process improvement, the conversion of local government units into smart cities, and cybersecurity solutions for data privacy protection”, among others.

3. Excellent English proficiency

Communication is vital to outsourcing/offshoring success. As such, it is crucial for offshore staff to have a high level of English proficiency. As of 2021, the Philippines ranks at 18th place globally in the Education First’s English Proficiency Index and 2nd place in Asia. English remains the dominant medium of instruction in the Philippines. The country’s most in-demand college courses include Accounting, IT/Computer Science, Engineering, Business Management, Supply Chain Management, Healthcare, and Education. Graduates of these courses have excellent linguistic ability with skills that are suitable for higher-level offshore services.

4. Cultural adaptability

Historically, the Philippines had been a British, Spanish, American, and Japanese colony. Having been under vastly dissimilar foreign occupations, Filipinos have developed the positive characteristic of being resilient and adaptable to change. Philippine hospitality is renowned the world over and it also extends to the professional world as Filipinos are naturally accommodating to foreign investors.

ASW Joe Fussell in Manila office

BPO companies in the Philippines value this strength because having an offshore global team offering managed solutions contributes to an agile business, one that is poised for exponential growth. It also makes the integration process of the offshore team to the BPO clients’ company culture and working environment more seamless. This helps to ensure business continuity without any major disruptions.

5. Robust and diverse talent

Highly skilled, industrious, and tech-savvy, the Philippine workforce offers reliable talent that can perform various functions in different industries: from back-office work to technical and high-level roles. The youth sector is a significant contributor to the country’s labour force which is steadily increasing – from 899,000 in April 2022 to 999,000 in May 2022, according to the Philippine Statistics Authority.

ASW CEO Joe Fussell with ASW Manila Team

AS White Global offshore staffing solutions in the Philippines

Among the offshore companies in Australia, AS White Global provides access to a wider pool of rich talent from the Philippines, Vietnam, and Malaysia. We have extensive expertise in building offshore global teams for various businesses based in Australia, New Zealand, the US, and the UK.

Our Philippine offshore teams, currently at 600+ staff and counting, provide a variety of services in different industries: offshore marketing services, financial management, IT and software development, and back-office functions in accounting, insurance, healthcare, and more. Visit our offshore solutions to find the type of service to support your business.

Through our talent acquisition process, we can recruit the most qualified candidates based on your requirements. Your internal team will get the support they need from our offshore staff so you can focus on growing your business. Our data security system is ISO-certified, giving you more reassurance regarding our information management and data protection policies. For more information, book a free consultation to discover how you can benefit from our offshore staffing solutions.