The main reason why BPO industry started to become more prevalent in India and the Philippines is because of the quality of the service provided by these service providers. BPO refers to the companies that offer the business process outsourcing services. These service providers have trained personnel who are very competent in serving clients of all sizes across the globe. For instance, some companies provide services to the hospitality industry that can also provide PPO services to their clients. Even companies provide SEO services to corporations and other prominent organizations looking forward to expanding their business in the farthest corner of the world.
BPO started to become very popular in India and the Philippines because the majority of the population in these countries are speaking English as a native language. Compared to the Philippines and other countries, the population is relatively small. It is also true that most people residing in the Philippines and India use English as their primary language. This is why when a person from the Philippines inquires about a BPO project in India or a BPO service provider in the Philippines, they will get a lot of information from people in the know of such issues. This is because they talk to local people and not people from the continents over the sea. There are also some English-speaking countries in the region, so this aspect also increases the chances of getting information and contact center services.
GROWTH RATE OF BPO INDUSTRY IN INDIA AND PHILIPPINE
The BPO industry is one of the fastest-growing industries in India. The rapid growth of this industry can be attributed to the increasing need for service providers in India. There has been a drastic change in the way work is conducted today. Earlier, there was a concept of hiring and firing, and on getting an employee moved into a different department, they had to change his job too. But the scenario has completely changed now. Today, it is all about outsourcing work, and now the term "outsourcing" means any activity done via phone or computer.
In the recent past, the Philippines was a great attraction for all kinds of international businesses that wanted to use the Indian business process outsourcing services. This was because the country's economy was growing at a rapid pace. The low labour cost also encouraged these businesses to invest in the country. Unfortunately, since the turn of the millennium, the country's economic condition has started to decline. This has led to the growth of the BPO industry in the country.
ESSENTIAL GUIDELINES FOR BPO COMPANIES
The service provider must have the required degree of expertise so that the work can be completed faster. To get a competitive edge, he must create customized solutions tailored to the client's needs. The best way to get customer experience in an outsourcing contact center is to train your service provider, who should be an experienced executive with ample knowledge about the field.
Outsourcing companies need to stay ahead of the competition as the customers depend highly on their call center agents. They are the ones who ensure that the customers get value for their money. If you happen to buy a product online and the product comes with a faulty link, the customer support agents in the contact center would immediately get in touch with the product's manufacturer. However, if you happen to buy a web hosting plan through a BPO, then the plan would be implemented only after a technical support team from the hosting company comes to your help.
Another way of looking at it is that if the hosting company outsources the business process to a BPO, then it can be concluded that the hosting company would be able to reduce the cost of making the service available in the Philippines because the cost of maintenance and the overhead cost would be significantly reduced. All this means that the Philippines will become an offshore outsourcing hub, and the Philippines will start becoming an attractive market for all kinds of BPO industries. All this will lead to an increase in the number of jobs in the Philippines and more employment opportunities for Filipinos.
CONCLUSION
Philippines has become a significant player in the global call centers and BPO industry is because of the country's low-cost labour. In India and the Philippines, the salaries are usually on the higher side. However, since the Philippines is a country with the Philippines economy in poor condition, many business people choose to outsource their work to countries like the Philippines. This has resulted in the rapid growth rate of the Philippines economy along with the BPO industry.
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