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Follow on Google News | Fast-Growing Philippine Call Center Sees Big Demand of Contact Center Services in the Coming YearsMagellan Solutions Outsourcing Inc. is set to expand its call center business to build steady manpower supply and sustain the demand from small and medium business owners that are outsourcing their operations overseas.
According to Fred Chua, Chief Executive Officer of Magellan Solutions Outsourcing Inc., “Small and Medium Enterprises are beginning to understand the importance of outsourced offshore customer service call centers in their operations. They’ll be surprised with the vast potential that awaits them should they consider the Philippines for their operational process. Growth prospects for services like order taking, technical support, e-mail and live chat, answering services and telemarketing remain strong, and our biggest challenge is not from competition in other markets but how we can meet manpower and infrastructure requirements.” Chua explains that the ever-increasing reputation of the Philippines as a top offshoring destination is in its competitiveness in the English language. Technology company GlobalEnglish Corporation recently ranked the Philippines as the world’s best country in Business English Proficiency. “We (Filipinos) are the second-largest English-speaking country outside of the US with [around] 92% of the population able to speak English (out of 91 million),” Chua says. He adds that this has been important for businesses because the vast majority of customers are native English speakers. “We have a very neutral accent, which is important for customers to understand us properly–like Americans, British, and Australians– Chua notes that small and medium business owners are not only taking advantage of the English communication skills but also for cost effectiveness. “In terms of compensation, our wages are 50-80% less than that of Western countries,” says Chua. He says that the Business Processing Association of the Philippines (BPAP) cited offshoring as being responsible for many companies surviving the dreaded financial crisis. The lower costs, he said, allow these businesses to expand their operations, and hire more employees both in the Philippines and back home. Because of this, Chua says that Magellan Solutions (http://www.magellan- http://youtu.be/_ End
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