Philippine Business Culture Edge: Philippine Call Center
What are the cultural factors in the Philippines that make it a county that is well suited for offshore outsourcing? The Philippine call center industry has long been a developing sector in the country’s industry. This is due to many factors. But one of the most significant factors that many businessmen are looking at is the cultural factor. Though of course there are many other factors. One of the most obvious factors of course is the inexpensive business expenses in the country. Renting out office space, paying for the utilities such as the electric bill, the water bill, internet and VOIP phone connections are not a problem because they very cheap and well accessible in the whole country. But these factors can also be found in a couple of other countries. Therefore, the cultural factor may just be the edge of the Philippines. So what exactly is this cultural edge? How did such a thing develop in the country? How exactly does it help the contact center and offshore outsourcing industry in general?
The Philippine archipelago was first a Spanish colony for four hundred years. This had a great impact in the culture of the people. Filipinos first accepted the foreigners in a very hospitable fashion. They were greeted by the Filipino people who prepared feasts and accepted them into the country. This is an essential tradition of the country’s people even up to today. Hospitality is integral since traditional indigenous Filipino beliefs contain this. And more so, the cavalier Hispanic tradition of accepting guests in the most gracious way reinforces this hospitality even more. This hospitality translates well in call centers since agents need to be patient and accommodating just like accepting a guest. Agents also need to have an open ear to accommodate caller’s request. This is how this hospitality comes into play.
The Philippines, after being a Spanish colony, was then colonized by the United States of America (although invaded by the Japanese during World War II, it was again reclaimed by the United States after the Japanese were defeated). The American colonization of the Philippines lasted for a significantly long time and they helped in the rebuilding of the nation, leaving a lasting imprint that can still be seen today. The educational system and the Legal system (even the constitution) of the country were modeled after the U.S. system and codes. In fact, even the business system traditions and practices were all designed with the U.S. model in mind. American English is the language of business. It is also taught as a major subject from grade school, high school, and college.
And finally, this English centered country is bombarded with American mass media as a direct remaining influence of the past colonizers. American television shows, movies, music, and even news are widely consumed in the country and is an unavoidable part of the nation’s identity. Thus, with all this immersion in such culture, the Philippine call center industry has the edge of cultural and linguistic compatibility. Filipino contact center agents are well equipped to see eye to eye with American customers since they are on the same frame of mind.
The author is fascinated by things that are simple and minimal. He likes minimalist art, lives a simple lifestyle and writes things that are light and easy to read.
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