The Call Centre Culture: The Breakdown of the Success of the BPO Industry in the Philippines

image source: http://thepoc.net

The Philippines over the course of the years of being a niche for outsourcing technical support services and customer support has quite build a reputation in the international market. In such a short period time, we have overthrown India as the call center capital of the world. It has been both beneficial for the economy as it has provided job opportunities for many Filipinos and the revenues have been very significant.  And with the tension going in the Middle East, the BPO industry revenue might exceed the remittances from OFWs.

Quality labor at a reasonable price has been the selling point of BPOs in the Philippines and makes it a more preferable location for outsourcing. Add in the Filipinos’ world renowned natural courteousness and patience and they will be getting the most of their investments.

But what if we will look closely in the BPO companies here in the Philippines, you will notice that the culture that has been developed with it plays a big role in their success.  Gone are the days where call centers play by the numbers or metrics to measure their efficiency.  Nowadays, BPOs put a lot more weight on measuring the customer’s satisfaction ratings through feedbacks and surveys. While this eliminates robot-like/transactional tone in customer service, it also removes the pressure among the employees to hit almost impossible numbers. It has transitioned a statistical objective into a more customer-centered approach. At the same time, this promotes a lighter atmosphere among the production floor which can also uplift the quality of service and the morale of the employees.

BPO company policies and facilities are also a contributor in building a culture. In most companies, employees have the liberty to look how they want as long as they dress reasonably presentable.  Facilities like sleeping quarters, game rooms, and gyms help in relieving stress. This might not seem like much but it shows how BPO companies cares for the wellness and comfort of their employees.

Another factor that has contributed to the success of the call center industry in the country is that business processing outsourcing companies are able to meet the international demand despite the fact that it has become more dynamic and now requires to go beyond what usually asked. And this has helped us to gain advantages among other outsourcing countries. As BPOs that provide technical support service recognizes that clients nowadays look at their partnership as a relationship that should go beyond their short-term objectives, they have also been more strategic in providing value-added services that will give them an edge over other competitors. In today’s competition, more and more BPO companies are now looking at the possibilities of incorporating aspects of free cash flow, market penetration, and customer satisfaction in their usual technical support services.

If we will break these points carefully, we can narrow down that the keen observation of what matters and being open to what is not conventional have been the keys to the success of BPO in the Philippines. And with this kind of mindset, no matter how much demanding the market could turn, we can all see through that the culture of call center will be able to take it in and turn it into another opportunity to excel further.