So, you want to apply for a call center job. Great! The first step would be to find out more about what you’re getting into. Once you’ve answered the question “what is a call center?,” it’s important to look at the bigger picture to truly understand what the job and the industry are all about.
Call centers are only a part of a much bigger whole – the business process outsourcing (BPO) industry.
What is outsourcing?
Outsourcing is the practice of hiring another company or individual to do certain tasks (or business processes) instead of doing them in-house.
Imagine you own an Internet café and want to promote it in your neighborhood through flyers. You don’t want to make the flyers yourself because you don’t have an artistic bone in your body. But you also don’t want to hire a full-time designer because that costs a lot and you won’t need them to work for you all the time. So you finally decide to pay your cousin who’s a Photoshop whiz to come up with a slick flyer design. In this situation, you outsourced your design work.
Why do companies outsource?
Large corporations in the U.S., the U.K., and Australia, among other places, outsource parts of their operations to countries like the Philippines to cut down on costs. Especially in countries such as the U.S., where times are more difficult for the economy, outsourcing is seen as a great way to maintain the same quality of work but at a cheaper cost.
These companies outsource all kinds of work – like HR and payroll, data entry, and of course, call center jobs (e.g. customer service, tech support). Because many of the companies that need to outsource call center jobs are from English-speaking countries, they need to outsource to people who can speak and understand English well. The top two places companies outsource to are the Philippines and India. But in late 2011, the Philippines overtook India as the call center capital of the world. Today, we have a thriving BPO industry, which has become a great place to start and build a career.
Why do companies choose the Philippines?
The Philippines is the top choice for many companies when it comes to business process outsourcing because:
- Filipinos have a neutral English accent - This means our accent can be understood by anyone in the world – particularly native English speakers.
- It’s more affordable - Companies get high quality work at a much lower cost.
- Filipinos have a great customer service culture - We’re some of the friendliest people on the planet, and are generally very warm and hospitable.
Hope this helps you when applying for a call center job! Kalibrr is here to help you start your BPO career, and we do it for free. Just take our assessments here, and when you pass, one of our Job Coaches will call you for an initial interview. If you pass the interview, you qualify for our free training. But if you’re awesome, we can endorse you to one of our partner companies ASAP.
Have any questions about call center jobs or the BPO industry? Leave us a message below!