American businesses that capitalize on BPO to gain global competitiveness make the English proficiency of workers a major consideration when outsourcing. It is important that their offshore workers can communicate effectively with their clients.
However, language is not the only consideration when choosing a location for their outsourced call centers. Companies also focus on the cultural affinities that allow agents to better understand and engage with US customers.
This is why the Philippines has been a popular destination for American companies looking for offshore call centers. The longstanding connection between the two nations creates a strong foundation for workplace collaboration and seamless customer communication rooted in shared cultural affinity.
For the last century, Filipinos have been influenced and exposed to US culture and are very familiar with US business practices and customs. Businesses that need call center services can save time and money by using a Philippine business process outsourcing call center because agents already understand US communication styles, expectations, and common references. This familiarity reduces the need for training focused on American culture vs Filipino culture, allowing teams to perform efficiently from day one.
Philippine schools start teaching English in the first grade, and classes are taught in American English. 72% of the Philippine population is proficient in English, and it's the third-largest English-speaking country in the world. In addition, their verbal skills are clearer and more understandable to U.S. buyers than those of other competitive English-speaking countries.
This English proficiency allows Filipinos to take advantage of what makes them relate to Americans- the media. When speaking with Filipino call center agents, they can tell you about how “Friends,” “Grey’s Anatomy,” and “House” have shown them some things about how life is in America.
Still, they also understand that these shows are really the visions of Hollywood writers. Oprah is probably a better example of what life is like in the United States, and it is one of the most popular shows in the Philippines.
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Select VoiceCom (SVC) provides US businesses with highly trained Filipino agents who communicate clearly and truly understand American customers. With 24/7 support and a people-first approach, we help companies enhance customer satisfaction and create opportunities for continued growth.
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