Inbound Call Centers in the Philippines

Remember when you used to have a problem at the bank and you would go and talk to the teller. Then she would bet the manager and they would work everything thing out right there in font of you. How things have changed. Now when I have a problem at the bank the teller points me to a little phone at the side where I work it out with a person I will never see and have no idea where she is. So welcome to the age of the inbound call center for customer service.

Basically banks started using inbound call centers in the 1980’s to try and streamline the customer service process. The local branches could concentrate on things like creating new business and they pushed the customer service questions to rooms full of people in far off places.

As the business model progressed, the banks looked for even more ways to save money so they began to use offshore call centers in places where there is a large labor force of English speakers. Indian and the Philippines are the two most popular destinations for US businesses to use for their customer service call centers. Both countries have a lower cost of living than the US and both have the infrastructure to support the setup and operation of large call centers. Call centers in the Philippines have become popular with business in the US because the Filipino’s share a great deal of culture with citizens of the US.

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