Now, with that being said, I am American and not from the Philippines and I personally have talked to customer service agents that were outsourced to both India and the Philippines. I have also talked with clients who have spoken to agents from both countries. The biggest complaint that Americans have when talking to a call center agent is “accent” issues and not being able to fully understand them. This applies to both countries. Grammar, even if perfect, is shadowed by the strong accent. That is the biggest hurdle that both India and the Philippines need to overcome if either country is going to provide exceptional customer service.

This is especially true when dealing with software and hardware technical support issues because it is critical that the customer be able to fully understand the tech support agent they are speaking to. And currently, in my humble opinion, the Philippines is also winning that battle by having agents with less of a strong accent, which this article didn’t address.

Besides the number’s released by the IBM report, cost is also an issue. India has raised costs and therefore the Philippines has a lower TCO (Total Cost of Ownership) for BPO companies. This also translates to lower costs to foreign companies looking to outsource services.

India has won its spurs as the world’s outsourcing destination of choice. Currently the country has a commanding share of the global outsourcing market.

India is undoubtedly the most favored IT/BPO destination of the world. This raises the question why most of the big MNCs are interested in outsourcing their operations to BPOs in India. The answer is very simple- India is home to large and skilled human resources. India has inherent strengths, which have made it a major success as an outsourcing destination. India produces the largest number of graduates in the world. The name of India has become synonymous with that of BPOs and IT industry hence the name BPO India.
Besides being technically sound, the work force is proficient in English and work at lower wages in comparison to other developed countries of the world. India also has a distinct advantage of being in a different time zone that gives it flexibility in working hours. All these factors make the Indian BPOs more efficient and cost effective. In order to meet the growing international demand for lucrative, customer-interaction centers, many organizations worldwide are looking to BPO India.

A subset of outsourcing, Business Process Outsourcing (BPO) involves contracting the operations and responsibilities through a third party service provider. From the last couple of years, the BPO industry has evolved as the most substantial sector in the Indian market. India has emerged as the most favored location for all Bpo services across the globe. This has accelerated the Indian economy to the heights, progressively boosting the statistics depicting the growth in the years to come and it has been however forecasted that by 2020, more than 80% of the world of business process outsourcing services will be served by the Indian companies. Marked as the best place to attain superior quality services globally, the BPO industry is strengthening its foundation in India.