by: Silver Cepeda
The Philippines has been invaded! But before you react to anything, it
is best to read the rest of this article. Wednesday, December 1 CNN showed and
proclaimed that Philippines is the new call center KING. Are we? The article
highlighted a call center wherein agents were taking calls. If my memory serves
me right that was E-Business. It is one of the few call centers or should I say
BPOs that invaded the country. So let me calm your mind. This is not a hostile
invasion. This is the type that everyone loved.
There was a time wherein the employment situation of this country was about
to hit the pavement. People decided that it was better to go abroad than be
stuck here and rot. It was dark ages. There is a scene that I cannot forget at
that time. I was with my family sending my dad to Saudi. He had to work there
because in his own words, “there is no more money in the Philippines”. It was a
painful departure. So painful that I was committed to make sure that I will not
leave my own family for monetary purpose. It was a promise made at a young age.
It got stuck and thus I never left the country.
Years after, a dad with a degree in Philosophy – this was where I
stood after my graduation. It was tough as I can imagine. The future was
blurring. Clearly no doors would open for someone whose degree does not have a concrete
“belongingness”. However like a zap of miracle I found myself in a BPO
company’s doorstep with a resume. I was there to apply and got hired at the
same day. It was my first but definitely not my last. In there I found many
people who were like me – lost. They did not know where to go. They only had
one thing – English speaking skill. In this place we belonged. In this place we
flourished and grow with our family.
BPO companies in the Philippines are such a growing trend. A growth
that saves a country called the Philippines. They are like an energy source
that rejuvenated the economy of this country stricken with crises. This year’s
predicted revenue for the industry is at $14 Billion. And that is not in peso
but in shining dollars. Economists would say that it is second to OFW’s
generated revenue. Well, it is safe to say that they are the ones responsible
for the food that my daughter eats and the high class milk that she drinks
every night. Not only for mine, but also for the many sons and daughter whose
parents would slip out in the darkness of the night to work. BPO, an acronym
which my most precious girl in the world memorized when asked where his father
works. I was able to make my promise stand – thanks to my American employer!
On Philippines being proclaimed as the new call center KING – it’s
appropriate. It has been the lifeline of many people in this country. Thus, it
has expanded. It has built an empire. It has been revered as such then. As I
said, it is the only invasion that we have ever welcomed and loved!
7 comments:
i totally agree with u silv, this industry may have alleviated the brain drain situation these past years. friends of mine have also entered this industry and there is no denying that it definitely brings some good. kudos! :)
thanks for reading..
-silver-
Nice read Silver! I own a BPO company called e-Leverage. We are Head Quartered in Las Vegas, NV USA. Our call center is in Quezon City. It's people like you who make our company go! My partners and I have a BIG dream of one day building a foundation in the Philippines to GIVE BACK to to people who's backs have let so many companies thrive. We want to help as many Filipinos in need as we can. Hopefully, with God's favor and employee's such as you, we will be successful in our dream!
George O'Brien
e-Leverage
Great article Silver! Very well-written and to the point. I would like to be able to use and refer to your blog post in an article that I am writing on the benefit of Outsourcing to the Philippines - I'll provide proper credit obviously if given the permission to use it. The Filippino employees that I'm honored to work beside will be interested in reading your post as well. Great job!
Lance
@ LanceM
Yes, you may! Thanks...
With all due respect, I don't think this bill would pass. Americans are demanding less fees from their financial institutions and in their purchases, always looking for bargains and with it, comes customer service.
The economy in the USA hasn't fully recovered from the "great recession" and many people are still struggling. It will be hard for U.S. based companies to bring back jobs such as customer service into the USA and extend the higher cost of employing American employees to their customers, hence, the initial reason why majority of U.S. based companies resorted to outsourcing.
American consumers will not accept the extension of fees which Americans will end up paying.
Besides, over 40 years of outsourcing, most American companies will not spend the billions of dollars to bring back "low paying jobs" - according to U.S. workers and add insurance, worker's compensation, vacation, etc back into their payroll.
Rockaway BPO Global Business Solutions (Rockaway BPO) is based in California to bring solutions to companies based in Silicon Valley. We have locations all over the Philippines and planning to open more.
There's no comparison with the work ethic and quality of work most Filipinos bring to the table. They are extremely hard working, all of my agents are college educated & motivated.
Maraming salamat po.
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