Philippines Call Center Key Terms

Connect to clients when you outsource your telemarketing to Philippines call centers

For businesses looking to outsource telemarketing, Philippines call centers may provide the right connection. While there won't be many foreign terms you'll need to know to work with a Filipino company, you will want a basic understanding of key terms to help you understand the types of services you'll get from the call center. Philippines call center key terms can define things like neutral accent, help you understand business policies or direct you to information that can help you make your decision.

Philippines telecommunications infrastructure

Because call centers make up such a profitable business sector for the Philippines, the government has taken steps to help ensure the success of the industry. The infrastructure in place includes phone companies, satellites, cable and domestic fiber optic network (DFON), among other things.

Americanized education system

The Philippines school system uses a similar structure to the school system in America. Many of the classes are taught in English or are bilingual with English and Filipino as the languages used. This educational structure prepares students for jobs where English is a requirement.

Filipino call centre

A Filipino call centre can be a location where several workers come to offer telecommunications services to businesses on shore and off. It can also encompass an organization with multiple locations. Usually the location has all the necessary equipment to perform the same services as any US call center.

Periphonics Interactive Voice Response System (IVRS)

Some call centres in the Philippines utilize the Periphonics Interactive Voice Response System (IVRS), or a similar system. An IVRS system automates a portion of its services to increase customer service without having to hire additional employees. The system is able to interact with voices, or in some cases the callers telephone keypad, to direct the caller to the appropriate department.

Neutral accent

In the Philippines, 70% of the population speaks English, making it the third in size of countries with English speakers. Because of this and the Americanized education system, many Filipinos speak English in a neutral accent. This means that the person speaking is understood by any listener, regardless of region or nationality, and that you may not be able to identify the speaker's nationality by an accent.

Convergys

Convergys is a US-based telecommunications company with several call centers in the Philippines. The company is one of the leading providers for telecommunications services in the Philippines.

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