In an increasingly globalised world, the demand for call centres that can handle multiple languages has risen exponentially. Of course, not all call centres can handle this demand, call centre services and jobs are often classed as low-skilled labour and the ability to speak more than one language does not usually meet this description. There is a huge opportunity to gain a competitive advantage for any companies that can supply these multilingual call centre services. One country that has quickly risen to this opportunity – the Philippines.
For several decades now, the Philippines has gained a sterling reputation for having outsourcing providers with high-skilled employees. This has helped to propel the country into being the largest call outsourcing destination in the world. Indeed, the call centre outsourcing industry in the Philippines has experienced exponential growth of the last 20 years. It can boast an array of large multinational corporations that have chosen the Philippines for their call centre outsourcing requirements including Google, Facebook, Amazon, and American Express.
Call centre outsourcing is thriving and has quickly become a multi-billion dollar industry. Service providers such as PITON-Global in Manila are not resting on their laurels, though.
“While a large portion of the success of call centres in the Philippines has come from the excellent English proficiency of the workforce and the close cultural affinity that the country has with the West, it is the ability to speak languages other than English that is becoming a new source for growth and profits,” says Ralf Ellspermann, CEO of PITON-Global, a leading call centre in the Philippines.
Multilingual call centres in the Philippines are becoming more popular. Noticing the rising demand for these kinds of services, an increasing number of call centres are providing multilingual services to clients that have customers across the globe. For these clients, it is hugely efficient to be able to use just one outsourcing provider that can service all these different countries rather than have to use call centres in each country where it has a language requirement.
It is estimated that 5% of all front- and back-office related processes are supported in Asian and European languages, with Chinese and Spanish being the most in-demand.
“The cost for multilingual call centre services is, of course, much higher than English, but the savings that companies can realise from the efficiency of using one provider make it more than worthwhile in the long term. As with any major business decision, it is important for executives thinking of outsourcing to the Philippines to do their homework on which companies are offering the highest-quality service,” says Ellspermann.
Award-winning call centre outsourcing providers such as PITON-Global are specialising in providing award-winning multilingual call centre and back-office services out of the Philippines for companies in the US, UK, Australia, Hong Kong, and Singapore.