Why outsource to the Philippines?

Philippines is the best country you can outsource your work to. Here are the reasons why:


Filipinos are the best English-speakers in Southeast Asia – I even daresay that Filipinos are the best English-speakers in Asia. The Philippines was an American-administered territory from 1898 until 1946 and was the site of American air and naval installations until 1991. Because of this, the country is heavily influenced by the American culture and language. English is the primary language of instruction in schools. It is not difficult to find a Filipino that speaks very good English with little to no trace of a native accent.


Most Filipinos are well-educated – College education in the Philippines is relatively cheap and since you can never find a decent job in the country unless you graduate with a degree, a lot of Filipino students go to and finish college. The educational standard in the Philippines is also competitive with other more developed countries and in fact, the country is seeing an influx of foreign students from neighboring Asian countries like Korea and China.


Filipinos love to please other people - Sometimes, to a fault. Filipinos will put other people’s needs over their own. If they have a guest in their home, they will give the guest the best room, the best linen, never mind if they end up sleeping on the floor. Seriously. Filipinos are weird that way. Maybe that’s what our ancestors hammered into our subconscious. We reserve the best china for guests and use cheap, ordinary dinnerware the rest of the time. My point is, if you hire a Filipino, they will do what you ask them to do to the best of their abilities because they would want to please you.


Filipinos are very loyal – Treat them well and you will have a worker who will be willing to work with you until they are no longer able to. Hiring a Filipino will lower your worker turnover.


Filipinos are familiar with Western business practices – Business practices in the Philippines are very similar to Western business practices, it is almost eerie. However, being an American colony for almost 50 years, it is hardly surprising. And did I mention that our accounting and legal systems are similar to America’s as well?


Filipinos have lower wages – I did save the best reason to hire a Filipino for last. Filipino wages are, on an average, only about 12% of American wages for the same area of practice. That in itself is reason enough why a lot of work is being outsourced to our country and perhaps, you should too.

Philippines Call Center Growth & US History

 

Earlier this year, the Philippines replaced India as the top global location for offshore call center outsourcing, and the gap is growing larger. A recent article in the New York Times reports that there are now 400,000 call center agents in the Philippines, compared to 350,000 in India. This should come as no surprise to anyone who has spent time in the country.

A Brief History Lesson

In 1898, US president William McKinley signed the Treaty of Paris, ending the Spanish-American War, and annexing the Philippines as a US territory. In a written statement, McKinley addressed the burgeoning opportunity:

“Incidental to our tenure in the Philippines is the commercial opportunity to which American statesmanship cannot be indifferent. It is just to use every legitimate means for the enlargement of American trade; … In view of what has been stated, the United States cannot accept less than the cession in full right and sovereignty of the island of Luzon.”
In 1900, President McKinley sent the Taft Commission to the Philippines with a mandate to legislate laws and re-engineer the political system. The result was a bicameral legislature, Supreme Court, and governmental system similar to that of the United States.
In time, the Philippines reaped massive economic rewards from its relationship with the US. Foreign trade had amounted to 62 million pesos in 1895, 13% of which was with the United States. By 1920, it had increased to 601 million pesos, 66% of which was with the United States.
Improvements in health care reduced mortality rates, and the rule of law limited criminal activity. The educational system was modified, and English became an official language of the islands.
During World War II, the US military presence in the Philippines led the country to become a Western front for Allies battle with Japan. Filipino and American soldiers fought side-by-side, endured the tragedies of the Bataan Death March together, and ultimately helped citizens of the Philippines establish an enduring bond with America.

On July 4th, 1946, the US ceded sovereignty to the Philippines, and the country became and independent nation. The Philippines Independence date is not insignificant. The date illustrates the shared connection between the Philippines and United States.

Today

Many vestiges of the Filipino-American relationship continue to exist. Nearly all Filipinos are fluent in English, enjoy Western culture including music, television, and idolize athletes like Kobe Bryant of the NBA. The cultural immersion has left Filipinos versed with American slang and dialect, comfortable with the language, and experienced in dealing with Americans.
The growth of broadband and internet technology over the last two decades has enabled US businesses to tap into the low cost and Americanized labor force of the Philippines. Offshore call centers have sprouted up on numbers of islands, and customer service agents, virtual assistants, and telemarketers interact with American customers virtually every second of the day. As a result, the Filipino call center industry is growing at 25 to 30 percent a year in the Philippines, compared to only 10 to 15 percent in India.

Outsourcing now represents 4.5% of the Philippines’ overall GDP, and young professionals aspire to land relatively lucrative jobs as call center agents. The enthusiasm for the profession isn’t the only thing that differentiates Filipino agents from their American counterparts: Filipinos take pride in, and enjoy, helping improve customer service in the United States.

Career Opportunities at ICCS

ICCS, Inc. has a number of exciting and challenging career opportunities available.  General overviews are provided below. 

Submit your resume to  icontactctr@gmail.com

Subject:  Last Name_First Name_Position Desired

Customer Service Associates (Inbound) 

• Candidates must possess at least a Vocational Diploma / Short Course Certificate or Bachelor's/College Degree in any field.
• Excellent communication and problem solving skills.
• Must be computer literate.
• Proven customer service and interpersonal skills.
• Applicants must be willing to work on shifting schedules including graveyard hours.
• Fresh graduates/entry level applicants are encouraged to apply.

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Technical Support Associates

• Candidate must possess at least a Vocational Diploma / Short Course Certificate or Bachelor's/College Degree in any field.
• PC (software/hardware/internet) troubleshooting skills, ability to navigage through the internet or other search engines.
• Proven customer service and problem solving skills are a must.
• Applicants must be willing to work on shifting schedules including graveyard hours.
• Fresh graduates/entry level applicants are encouraged to apply.

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Quality Analysts for a BPO group

• Candidate must possess at least a Bachelor's/College Degree in any field.
• At least 2 years of working experience in a related field (BPO/Call Center)

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Team Captains

• Candidate must possess at least a Bachelor's/College Degree in any field.
• At least 1-2 years of working experience in a related field (BPO/Call Center)
• Minimum of 1 year supervisory experience is a must, preferably obtained from a customer service or technical support program.

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Business Process Improvement Manager

• MBA / Master’s degree / Quality Certifications (ISO Auditor, Blackbelt, COPC, etc.) highly preferred.
• Must possess at least a Bachelor's / College Degree in any field.
• Should have a good understanding of the business model / operating model / operational dynamics of call centers / BPOs.
• Should have an operating knowledge of business processes and practices, inter-departmental and cross-functional synergy in a call center / BPO environment.
• Strong orientation for process improvement reviews and analysis.
• Proven analytical skills and orientation to detail.
• Certifications in Six Sigma, ISO, or COPC preferred.
• Minimum of five years work experience with at least two years in a supervisory / managerial capacity.

ICCS, Inc. has 5 combined years of professional callcenter experience, our outsourcing center is currently seeking additionalinbound/outbound projects. We are experts in the design, build, andimplementation of inbound/outbound solutions that will enable you to meet andexceed your revenue goals.

Our flexibility andextensive experience provides a range of contact center services,including:

1.  Outbound telesales to increase sales and marketshare
           * US Pharmacy Account and Telecom Sales
2.  Inbound customer service
3.  Web chat and collaboration to ensure current contact with yourcustomer
4.  E-mail marketing strategies to support your telemarketingactivity
5.  Data management to ensure the integrity of your data

Our success stems from our superior staff,which is highly motivated Filipino employees. With our superior technology,training and development, loyalty to our clients, attention to detail andproven performance, we are confident our results will speak for themselves.

We treat your business with the same core values you would.


OurServices:

Business Process Outsourcing

ICCS BPOoffers a range of services for tasks like data entry, data management, datacleansing, content management or form processing allowing our partners toconcentrate on higher value work.

Customer Support
The customer care support process of ICCS guarantees quality andproductivity while prizing customer satisfaction through proven processes andmeasurable standards that retain customer loyalty.

Order-taking
ICCSdelivers top-line revenue enhancement and outstanding customer satisfaction.

Customer Acquisition
ICCSensures stakeholders to gain and manage customer prospects while we work withour partners to develop a winning recipe that supports brand and promotestop-line revenue.

Technical Solutions
ICCS developsexperts for our partners which enables them to address and solve specificproblems and achieve and maintain customer satisfaction.


E-mail:  IContactCtr@gmail.com
Skype:  IContact.center

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