Business Process Outsourcing Lighttangent.com defined Business Process Outsourcing or BPO as the outsourcing of business operations which any company has to perform in order to keep their business running (“Business Process Outsourcing (BPO) – What is it?”, 2015) Meanwhile, Reynolds and Magno (2006) simply put Business Process Outsourcing as hiring someone else to do all of the chores while the company concentrates on core business, like manufacturing.
Cecilia (2011) provided a similar yet more complex definition than that of Reynolds and Magno (2006) which is the contracting, subcontracting, or ‘externalizing’ of business functions to free up cash, personnel, time and facilities for functions where the firms holds competitive advantage,
Meanwhile, according to Sanchez (2004), the call center industry remains an economic stronghold in the country.
Torquator (2006) defined call center as a centralized office that receives and transmits calls on a massive level. It handles product support or information inquiries from consumers of different clients. In addition to that, he explained that a call center aims to improve the operations of a company and to reduce its costs while giving a standardized service for consumers. Meanwhile globalsky.com said that call centers are communications-based company which serves as a support system for larger companies in first-world countries, like the United States (“Call Center Industry in the Philippines”, n.d.)
According to Tirazona and Enriquez (2006), call centers can either be inbound – those that take calls from customers who want to obtain information, report a malfunction, or ask for help – or outbound – those whose agents call customers to sell a product or
It also requires quick thinking and reasoning to effectively convey a message.” Because Filipinos possess those qualities, that is probably the reason why the Philippines is known for providing the best Call Center services anywhere in the world.
Gamboa (2015) stated that in the voice or call center sub-sector, we have already surpassed India as global leader since 2010. Recently, Transcom Philippines declared the Philippines as the “Call Center Capital of the World.” (Periabras, 2013). Marcial (2013) said as cited by Periabras (2013), the Philippines is now No.1 in the world when it comes to providing voice services, which make up most of the BPO industry. However, Periabras (2013) further stated that although the country is No.1 in the voice sector, the top provider of technical support is still India because of its cheaper