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Old November 26th, 2011, 07:00 AM
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Philippines Overtakes India as Hub of Call Centers

A New Capital of Call Centers


People Support workers in Makati City, near Manila. About 400,000 Filipinos work in call centers, roughly 50,000 more than in India.

Americans calling the customer service lines of their airlines, phone companies and banks are now more likely to speak to Mark in Manila than Bharat in Bangalore.

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By VIKAS BAJAJ
Published: November 25, 2011

MANILA — Americans calling the customer service lines of their airlines, phone companies and banks are now more likely to speak to Mark in Manila than Bharat in Bangalore.

Over the last several years, a quiet revolution has been reshaping the call center business: the rise of the Philippines, a former United States colony that has a large population of young people who speak lightly accented English and, unlike many Indians, are steeped in American culture.

More Filipinos — about 400,000 — than Indians now spend their nights talking to mostly American consumers, industry officials said, as companies like AT&T, JPMorgan Chase and Expedia have hired call centers here, or built their own. The jobs have come from the United States, Europe and, to some extent, India as outsourcers followed their clients to the Philippines.

India, where offshore call centers first took off in a big way, fields as many as 350,000 call center agents, according to some industry estimates. The Philippines, which has a population one-tenth as big as India’s, overtook India this year, according to Jojo Uligan, executive director of the Contact Center Association of the Philippines.


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Old November 26th, 2011, 09:28 AM
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Re: Philippines Overtakes India as Hub of Call Centers

Filipinos deserve that...
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Old November 27th, 2011, 01:22 PM
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Re: Philippines Overtakes India as Hub of Call Centers

I thought this article was written to promote Philippines industry much like the 7 year old article pasted down. Though the Philippine story seems genuine, they do not have the numbers (Population) to match India.


Pakistan Now a Hot Spot for IT Outsourcing


By Anthony Mitchell
E-Commerce Times
11/02/04 5:00 AM PT
The biggest boost to Pakistan's efforts to break into the global IT marketplace came on September 28, when India's finance ministry announced an income tax of more than 36 percent on foreign firms with software, R&D and customer service operations in India. This tax proposal had been in the works since the beginning of the year and is expected to prompt U.S. firms to follow GE's lead in selling off assets in India
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Old November 27th, 2011, 06:12 PM
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Re: Philippines Overtakes India as Hub of Call Centers

Quote:
Originally Posted by sgars View Post
I thought this article was written to promote Philippines industry much like the 7 year old article pasted down. Though the Philippine story seems genuine, they do not have the numbers (Population) to match India.


Pakistan Now a Hot Spot for IT Outsourcing


By Anthony Mitchell
E-Commerce Times
11/02/04 5:00 AM PT
The biggest boost to Pakistan's efforts to break into the global IT marketplace came on September 28, when India's finance ministry announced an income tax of more than 36 percent on foreign firms with software, R&D and customer service operations in India. This tax proposal had been in the works since the beginning of the year and is expected to prompt U.S. firms to follow GE's lead in selling off assets in India

Well ... I hope we don't lose out to the Philippines here. If the US economy improves, outsourcing will become a less of a political issue there. Even if you pay Americans at an hourly rate, it works out far cheaper here, so it makes economic sense.

That article mentioned that Indians are not too familiar with American culture. Yeah? Across the seven seas, over the telephone wires, may be they are not saying "Happy Holidays" in that phony cheerful voice; not hearing these words may be making some of the fine American ladies and gentlemen on the other end of the line irritable.
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