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The Philippines has already directly employed 1.2M last 2015 and this year is on path to pave the way for an easier journey towards achieving the 1.3 million jobs target by 2016.

IBPAP (IT & Business Process Association of the Philippines), recently shared in media that the industry is very well on track to hit or even exceed the goals set under the 2010-2016 Industry Roadmap, bringing in $25 billion in total revenues by 2016. A big contributing factor to this successful growth of the industry is the people itself.

With the Filipino workforce gaining ground and overtaking India as a top destination choice for voice, there are a couple of reasons why the Filipino culture and affinity to do customer service is a perfect fit for a lot of companies looking to improve and drive their customer satisfaction, engagement and even net promoter scores.

Based on a CIO Magazine article: “According to most business leaders, Filipinos speak better

 

Filipinos are accustomed to American Culture and are exposed both to the English language as early as their toddler years. Radio stations, TV channels, movies are mostly done in English. The internet of things not only made it more accessible for the population, but was even an instrument to further enhance their exposure to the American and European cultures.

Another driving factor is that Filipino’s thrive and live in closely knit families. It’s innate for Filipinos to take care of their families, siblings, even extended families even until they are old. This dedication translates to their jobs- Service to customers comes secondary to them.

 

With the advent of SMAC – social media, mobile, analytics and cloud, where customer feedback, inputs are done real time, there is now a drive and direction for companies to make sure that they are more pro-active, even predictive in providing excellent customer service to their customers. A lot of companies now are mindful of their image brand where they know that one unsatisfied customer can easily tarnish their brand with one post in Facebook.

The Filipino profile, once again, perfectly fits to these changing times and requirements. The country is one of the biggest populations in Facebook, twitter and even called the “selfie” and SMS capital of the world. Filipinos are social media savvy; their familiarity with the various social media platforms, their “service” culture along with the other successful enablers in a strong educational system, stable power, 24/7 transportation, strong government support and focus will hopefully bring the country more revenue to further put it in the map as truly a choice of destination for outsourcing.

At TDS, we clearly understand the culture and emerging trends in the market. TDS provides and assists companies with training expats in the country that are assigned here to understand the Filipino culture and how to drive the best in time. We have also been successful in customizing communications, culture training of global countries like Australia, UK and US with focus on customer service and experience. TDS understands and goes deeper by not only doing training of the landscape but also focuses on “WHO” are the customers of the clients in the region.  We have also set the trend in using social media as a platform for training to also get feedback real time and drive engagements from trainees much higher.