BPO call centers

Business Process Outsourcing is the Philippines is a smart way to cut costs and stay competitive in a global market.

Call Center Outsourcing Philippines

The English in the Philippines compared to India. A concern is that agents in foreign call centers are not equipped to deal with Americans, who we all know speak perfect and pure English. This notion is not total hog-wash. We have all experienced frustration while trying to trouble-shoot a complex networking issue with an agent who has a foreign accent and that's why we moved our facility from India. The root of the problem is often the nature of the call and not the linguistic ability of the customer service representative. Diffusing a nuclear bomb should not be dealt with in this manner weather the agent is from Lima, Nebraska or Lima, Peru. Customer service is intrinsically difficult in any language.

Many foreign countries are notoriously unstable. One must wonder if the quality of service will be affected by the outbreak of civil war. While the people and food are superb, you might think twice about setting up a process in the Anbar province. The Lead Tree, LLC as well as other American firms have been doing business in India and The Philippines for a number of years. We are confident that the infrastructure is stable when it comes to power and telecom. In fact, companies as large Dell have even made the shift to the Philippines.


That being said, the advantages to BPO call centers are virtually endless. You can expect 20-40 percent savings on overall operating cost. Savings in capital output for direct staffing can easily be realized. There is no payout for benefits, taxes, square footage, telecom or IT. Further, Indian and Filipino workers are well educated, notoriously dedicated, highly motivated and extremely ethical. Further, the differential time zones will allow you to work 24 hours a day and in many cased seven days a week.

Hands down, BPO call centers trumps technology when it comes to reducing operating costs in the mortgage business. Cheap mortgage leads can be produced for a fraction of the cost. Machines that reduced staff by over a quarter in the 1990’s simply can’t hack it in the new millennia. The downturn in the market can be easily offset by globalization and opportunities offered by offshore processing.