Tel：(044) 736-3040

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AISAT Central Inc. ADD：Victoria Blg., Plaza NAning, Poblacion, Baliwag, Bulacan

Asian Institute of Science and Technology

TVL – Information and Communication Technology

CONTACT CENTER SERVICES
SECOND QUARTER
ACTIVITY NO.1

Name: ___________________________________________ Score: _____________

(Surname, First Name MI)

Section: __________________________________________ Date: ______________

1. What is considered as an advantage of Filipinos over Indians in terms of working in the

contact center industry?
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2. Cite some benefits neutral accent provides to BPO companies.

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 Tel：(044) 736-3040

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AISAT Central Inc. ADD：Victoria Blg., Plaza NAning, Poblacion, Baliwag, Bulacan

Asian Institute of Science and Technology

Second Quarter: Activity No. 1

1. Read the feature artivle written by Camille Diola from Philstar.com.

2. Take down note as you read. Gather data regarding the following:
a. What is considered as an advantage of Filipinos over Indians in terms of working in
the contact center industry?
b. Cite some benefits neutral accent provides to BPO companies.
3. Write your answers on the space provided on the First Page.

‘Accent’ matters: Philippines acquiring 70%

of India call centers
Camille Diola (The Philippine Star) - April 7, 2014 - 10:23am
MANILA, Philippines

Most voice and call center businesses in India are transferring to the Philippines due
to Filipino workers' more "neutral" English accent, among other reasons, an Indian
business group said.

The Associated Chambers of Commerce and Industry of India (Assocham) said that
India is losing 70 percent of all incremental domestic business process outsourcing
(BPO) businesses, particularly call centers, estimated to be worth $30 billion in foreign
exchange earnings.

"Philippines ... has become the top destination for Indian investors, thus the need to
reduce costs and make operations leaner is increasingly becoming significant across
the BPO industry," Assocham secretary general D.S. Rawat said in a statement
Sunday.

Citing Assocham's study, Rawat said that the Philippines has an advantage over India
due to its large pool of "well-educated, English-speaking, talented and employable
graduates."

Rawat said that only 10 percent of graduates in India are qualified to work in call
centers and training could take a considerable amount of time. About 30 percent of
graduates in the Philippines, on the other hand, are employable.

"Employees in Philippine call centers speak English fluently with a neutral accent
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Asian Institute of Science and Technology

which is what customers look for and that is something missing in Indian accents and
that is a prime reason why BPO business is thriving in that country," Rawat explained.

"Cultural proximity to the US together with availability of talented manpower are key
reasons as to why BPO companies prefer expanding their operations in Philippines,"
he added.

The country's IT-BPO sector saw its revenues rise by 17 percent in 2013 as more
companies chose to locate and expand their operations in the Philippines.

Related: IT-BPO revenues up 17% to $15.5B

The industry is estimated to hit revenues of up to $25 billion by 2016, and may
account for approximately 10 percent of the nation's gross domestic product,
employing about 4.5 million Filipinos.

Read more at
https://www.philstar.com/business/2014/04/07/1309878/accent-matters-philippines-
acquiring-70-india-call-centers#DvXhVA1JAyjPYYWw.99

Jonald Grace C. Zafra

CCS INSTRUCTOR