When people write and ask me about that magical, mythical job they want to find in the Philippines … the one that is going to enable them to live in “paradise” with their sweetheart … working in a call center often comes up.
I mean, of course, why not? Most people reading this can speak English, and most of them know how to talk on a phone. So how hard can it be?
Well sometimes it is harder than you think, but certainly it’s possible for an American (or other English speaker) to get a job here in the Philippines in the call center industry.
Right now there is also a lot of demand for good quality Spanish speakers as well. Demand ebbs and flows.
But one thing a lot of guys (and a few gals) may not have considered is, a larger number of the jobs available in the call center industry might not be as “Filipino” as they may think.
Here are the current top 10 call center/BPO operators in the Philippines. Take note of their home office addresses and websites:
Convergys (NYSE: CVG) is a multi-national corporation that provides management consulting services, outsourced billing, customer care and employee care, and transaction management software. Most of its clients are companies in the communications, financial services, technology, and employee-care market.
The company grew from Cincinnati Bell Information Systems and MATRIXX, both subsidiaries of Cincinnati Bell, and AT&T Solutions Customer Care (formerly AT&T American Transtech), which was sold to Cincinnati Bell in 1998; an IPO in 1998 made it a fully independent company. Since then, Convergys has acquired numerous companies and expanded its business to employ over 74,000 people in 40 countries around the world. Its headquarters is in Cincinnati, Ohio.
Cincinnati? How “Filipino” is that?
Originating in the Philippines, this company is now partnered with Stream Global Services, Bloomington, MN, who’s business plan is partnering North America’s highly skilled labor force, multicultural population, and established infrastructure to drive outsourcing in the region. Stream Global Services anchors its global presence with our corporate headquarters in Bloomington, MN and will soon open a new service center in the Twin Cities metropolitan area. We maintain centers throughout the U.S. and Canada to provide onshore support for our regional and global clients
Bloomington, Minnesota? That’s not in the Philippines either.
A Philippine information technology company with branches in the U.S. and Japan providing software solutions and systems integration services.
Their corporate headquarters is in Ortigas, Pasig, Metro Manila. So here at number three we finally get to a “real” Philippine company. But they, too, have an extensive presence in the USA.
Aegis People Support is one of the fastest growing BPO companies, with P5.7 billion in revenue in 2008. The company offers interactive and back-office services to a number of Fortune 500 companies worldwide in the areas of telecommunications, healthcare and insurance, travel, banking and finance. The company has a total of over 5,000 workstations in their 8 Philippine facilities. People Support merged with Aegis on 30 October 2008. Aegis has a global footprint that spans 56 locations across 13 countries: India, United States, Costa Rica, Peru, Argentina, United Kingdom, South Africa, Saudi Arabia, UAE, Sri Lanka, the Philippines and more.
Yep, the original Philippine part of this company did start here in the Philippines, but now under the Aegis brand they have at least as many locations in the USA as in the Philippines. About 8 in each country last time I looked.
During the global financial crisis of 2008–2009, it began closing call centers in the United States and Canada, and reducing staff numbers in the United Kingdom, Ireland and Australia, as part of a plan to move its operations to lower-wage countries. In 2010, ICT was officially acquired by Sykes Enterprises, Inc., a Tampa based company
Tampa? I guess so many of these companies like Florida because the climate is so Manila-like.
We respond with solutions that define success. The stakes are higher than ever. Then again, so are the rewards. West Communication Services leaves nothing to chance – ensuring your success in ways that simply aren’t possible with anyone else. So when you say you need to grow revenues, maximize the profitability of existing customer relationships, break into new markets and areas of business and even recover more debt – we hear you, loud and clear.
And when it comes to the safety and security efforts of government entities around the nation, our services help decrease costs, time and complexity which ultimately protects lives and property.
No one has the depth and breadth of experience that we bring to the table. Our services, our solutions, our technologies and the sheer talent of our people come together in ways that make the most of every cent, every second and every opportunity .. Corporate headquarters, 11808 Miracle Hills Dr. Omaha, NE 68154
Omaha? That’s not very Filipino either, is it?
Headquartered in Miami, Florida, Expitar is an information technology enabled service provider focused on marketing services. Expitar delivers comprehensive, turnkey solutions primarily to the communications, financial, medical, and direct response markets using aggregated contact center capacity and robust infrastructure. From campaign design through ongoing management, EPIXTAR provides value-driven, creative solutions serving its’ clients’ teleservices requirements. Expitar delivers highly successful marketing campaigns with on-demand global capacity, innovative performance compensation, and proven methodology
Florida? Wow another Philippine call center/BPO company that is actually headquartered in the USA.
Teletech is a major provider of integrated customer relations management solutions. It formed an alliance with the Philippine Long Distance Company (PLDT) in December 2000 for the expansion of its Philippine operation. Teletech focuses on servicing the US market through its facilities in Manila. It ranked number one in 2008, with reported revenue of P8.1 billion.
Corporate headquarters? Englewood (Denver), Colorado. Again, a US, not a Philippine corporation. Want to bet where the last one on the list is located? (Hint, it’s not the USA)
Telus International Philippines is part of a Canadian company, Telus International. Its Philippine operation provides cost-effective, high-quality contact center and IT solutions for sales, technical support, customer care, back office support, market research and IT development for such industries as travel, telecommunications, financial and hospitality industries.
Corporate headquarters? Vancouver, BC, Canada, V6B 8N9 I told you they weren’t headquartered in the USA. Of course, they aren’t headquartered in the Philippines either, are they?
What’s My Point?
Simple. If you think you want to work in the call center, customer service, BPO outsourcing world … and there is no doubt that is a big segment of the employment spectrum here in the Philippines, the best place to apply might be right down the street there in the good old USA.
If you know people who work here in a call center in the Philippines, you’ll know that folks who work for the same parent company seem to ALWAYS be working here .. training, special projects, corporate oversight and so on.
The best jobs here in the Philippines with multi-national corporations just don’t get filled off the street in the Philippines. You can almost certainly bank on that.
Get a job with the company you want to work with BEFORE you make the move to the Philippines. That’s a valid strategy you might do well to explore.