Fast-Growing Philippine Call Center Sees Big Demand of Contact Center Services in the Coming Years

San Juan City, Philippines, June 09, 2012 --(PR.com)-- Magellan Solutions Outsourcing Inc., a Philippine-based call center company, has announced plans to expand its shared and dedicated services in view of the big demand from small and medium businesses seeking outsourced customer service call centers in the coming years.

According to Fred Chua, Chief Executive Officer of Magellan Solutions Outsourcing Inc., “Small and Medium Enterprises are beginning to understand the importance of outsourced offshore customer service call centers in their operations. They’ll be surprised with the vast potential that awaits them should they consider the Philippines for their operational process. Growth prospects for services like order taking, technical support, e-mail and live chat, answering services and telemarketing remain strong, and our biggest challenge is not from competition in other markets but how we can meet manpower and infrastructure requirements.”

Chua explains that the ever-increasing reputation of the Philippines as a top offshoring destination is in its competitiveness in the English language. Technology company GlobalEnglish Corporation recently ranked the Philippines as the world’s best country in Business English Proficiency. “We (Filipinos) are the second-largest English-speaking country outside of the US with (around) 92% of the population able to speak English (out of 91 million),” Chua says. He adds that this has been important for businesses because the vast majority of customers are native English speakers. “We have a very neutral accent, which is important for customers to understand us properly–like Americans, British, and Australians–it’s basically easy to understand.” Topping these off is the fact that it is an East-meets-West culture. “We have a very Americanized culture that’s critical in understanding figure of speeches, expressions, and jokes,” says Chua. He goes on to note that, “At the same time, we have a very patient characteristic, which is very critical for customer service.”

Chua notes that small and medium business owners are not only taking advantage of the English communication skills but also for cost effectiveness. “In terms of compensation, our wages are 50-80% less than that of Western countries,” says Chua. He says that the Business Processing Association of the Philippines (BPAP) cited offshoring as being responsible for many companies surviving the dreaded financial crisis. The lower costs, he said, allow these businesses to expand their operations, and hire more employees both in the Philippines and back home.

Because of this, Chua says that Magellan Solutions is looking forward to double its workforce. The company offers services that allow small and mid-size companies to access the same economies of scale that most large-scale organizations have been enjoying for years. He said that the company’s thrust has been to serve the growing Small and Medium Business markets in the United States, Australia, New Zealand, United Kingdom, EU and Canada. “Magellan is the best of both worlds. We’re similar to large organizations wherein we’re very process-driven and very structured, which is very critical for continuous improvement, and at the same time, we’re very similar to small operations wherein we’re very nimble and flexible,” concludes Chua.