The Philippines overtook India as the world's call-center hub in 2010, thanks to Filipinos' English fluency with a mild accent and their natural customer-service attitude. A speaker's Amazon order went unresolved by an Indian agent but was fixed immediately by a Filipino one.
Chapters
The number one thing the Philippines is known for is their call centers. In 2010, they overtook India as the world's number one destination for call centers. And there's a really good reason for it. Filipinos speak really good English with a really mild accent, and they're very happy and pleasing. They're really good at solving problems. In fact, it was in 2010 when I had my first experience with a call center in the Philippines. I had a problem with an Amazon order, and I called Amazon and got a call center in India. I couldn't understand him, he couldn't understand me. We were both frustrated with each other, and I hung up. I immediately called back and this time got routed to a call center in the Philippines. The person was super helpful, easy to understand. They immediately solved my problem, and I was done and moved on. And when I hung up, I realized Amazon was testing their call centers. Does someone in India solve the problem? If not, they call back and we route them to the Philippines. Do they solve the problem? The answer was no. They didn't solve the problem in India. Yes, they did solve the problem in the Philippines.
