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The explosive growthof business process outsourcing (BPO) has plugged the economy of thePhilippines into the global services industry, raising high new hopesabout the country's economic prospects. Just 10 years ago, economicanalysts and pundits concurred that the future of the predominantlyagrarian economy lay in exporting fruit, seafood, garments, low-endelectronics, and people ? due primarily to cheap labor in thePhilippines.
Nowadays, Filipinoworkers are increasingly doing the information technology enabledservices (ITES) once held by middle-income-earning Americans, landingjobs in everything from accounting, payroll processing, credit-cardadministration, revenue management, database management, supply-chainmanagement, and business intelligence to long-distance warehouse andinventory management.
In the first fourmonths of this year, about 14 more companies are coming in, two ofthem call centers, and the rest back-office processing. That's a goodsign because clients don't really need very, very good Englishspeakers, but rather individuals with technical backgrounds and goodwritten English, which the Philippines has an adequate supply of.
That is exactly howbig multinational companies view the situation, particularly as otherglobal English-speaking countries vie for a share of outsourcingcontracts. As the Philippines reaches ever-deeper into its pool ofsemi-skilled labor - hype or no hype - the viability of itsfastest-growing industry is still very much optimistic.
Graduates and evenundergraduates who pass the preliminary exams undergo a six-dayEnglish skills training and product training for three weeks. Afterwhich the agent trainee will be placed on the floor to attend to mockcalls for assessment. Agents are supposed to be able to type at least25 words per minute.
Though foreigncompanies enjoy cheap labor in the Philippines, Filipinos also enjoytheir salaries in the BPO sector compared to lower pay in otherFilipino-owned companies. The basic pay for call center agents rangesfrom P11,000 (US$200.98 at US$1=PhP54.73) to P13,000 a month. In ICTPhilippines, a call center that operates in the Philippines, agentsenjoy a monthly P2,500 food and transportation allowance and aperformance appraisal bonus amounting to P4,000. Often, they are alsooffered spiffs like appliances, cellular phone loads and gift checksto boost the sales per hour capacity of the employees. For example,whoever first gets five sales per hour for the night wins a prize.And an agent who hits the target quota sales gets an additionalP11,500 commission plus a 30-50 percent night differential. All inall, a well-performing agent gets a gross monthly income of more thanP31,000. This, as opposed to the P8,000 entry level salary generallyoffered in other sectors.
, theleading American owned and operated offshore outsourcing companybased in the Philippines, attests to the aforementioned studiesregarding the phenomenon of business process outsourcing. Formed in2004 by a group of American IT executives with extensive outsourcingand offshoring experience, the company is proud to have a long recordof successful collaborations that have brought tremendous benefits tobusinesses worldwide.
The call centerindustry is tagged as the sunshine industry by the government becauseof its massive expansion, thus generating thousands of employment. Itis the fastest growing sector within the IT software and servicesindustry. It is not only sprouting in Metro Manila, but in othermetropolitan areas as well like Cebu, Bangui, Davao and Pampanga.With an unemployment rate at 13 percent, the highest in SoutheastAsia, the call center industry is perceived as a rare bright spot inthe country sailing economy.
Thus, the Arroyogovernment is putting high hopes in the ICT-enabled services sectorfor the development of the economy. To realize its goal of placingthe Philippines in the call center map of the world, the governmenthas designated more than 96 special economic zones that offer taxbreaks and other incentives to foreign investors and is improving thetelecommunications and other basic infrastructure. Who would'vethought that cheap labor in the Philippines could help improve thecountry's economy when the outsourcing industry itself is cultivated?
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