By Nora Na'am
Bangalore News Now
Bangalore, India
October, 7th, 2024
It all began in India. The call center boom, with promises of cost savings and efficient customer service, started in the crowded streets of Mumbai. But the clients weren’t happy. “We can’t understand them,” they said. The thick Indian accent left customers confused and frustrated. The same story followed in Vietnam. Banks and foreign firms shifted their focus again.
Then, the Philippines stepped in.
With over 92% of the population speaking English and an accent far more neutral than any other Asian nation, the Philippines became the perfect solution. Manila leads the way, followed by Cebu. Even Ormoc City, once known for its sugar mills, is catching up. The Philippine call center industry now accounts for 15% of the global market, generating $26 billion in revenue by 2023. There are over 1.3 million Filipinos employed in call centers today, and that number is expected to rise as demand surges. By 2028, projections estimate over 2 million jobs will be needed to meet the growing industry.
The difference? Filipinos speak English naturally. A colonial past with America shaped their tongues, their cadence, their ability to switch seamlessly between languages. They pronounce words clearly, and customers feel understood. “When you speak to them,” one client noted, “you feel like you're talking to a friend.”
The average Filipino call center agent earns about $4,000 annually, far less than what their counterparts in the West might make. Companies, reaping millions in profits, could easily afford to pay more. But in the end, money speaks louder than words. The benefits these companies make are huge compared to what they offer in compensation. It is an unbalanced equation that Filipinos, despite their hard work, must contend with.
What’s next for the Philippines? Some believe artificial intelligence will reduce the need for human agents, but others argue that the Filipino workforce is irreplaceable. Their cultural adaptability, patience, and understanding of Western humor set them apart. The industry will likely evolve, not shrink. As long as human empathy is valued, Filipinos will remain at the heart of customer service.
The future shines bright for the Philippines, but it’s a future that could use better pay and benefits for the hands that hold it.
Nora Na'am (Nora Na'am is a contributing writer of Farmers Relief and Editor in Chief of BNN - Bangalore News Now)
Very interesting depiction of how a single country, the Philippines created this entire service better than the rest of the world. For now.