The Philippine Call Center English Only Policy

Working in the call center in the Philippines is extraordinary due to their strict English only policy replicated throughout the company’s workforce. The company imposed this policy to further improve the English communication skills of its people.

Call center agents must speak the international language while on company premises. Employees are prohibited from speaking their native dialect, especially if they are on call and remain within the company. The English-only policy is created so as not to detract from the national language of the Philippines. Call center workers need to understand that they are working under highly regulated management in response to high demand in the booming business process outsourcing industry. Any officer caught speaking Tagalog is subject to a verbal and written warning. The English only policy is often misconstrued as saying it is a violation.

The call center employees are efficiently trained in handling their customers. The policy will give them an expert understanding of applying American culture in a unique work environment. Whether you like it or not, agents are deliberately encouraged to speak English all the time because speaking English is not meant to replace or degrade your native language. The success of the business also depends on the effectiveness of the agents in handling customer support inquiries. Customers often complain about the agent’s language barrier and accent. If the agent fails to satisfy their customers, this could affect the company’s reputation. American consumers like to criticize the quality and productivity of products, which also includes criticizing the company’s customer service. If the support center is not effective, the result of customer satisfaction is also a failure.

If you try to analyze, the origin of the problem is due to the very simple language barrier to which there was no immediate solution. This will not happen if the agents were properly trained on what the product information is. Product knowledge will serve as a guide and window of opportunity to enable agents to help their valued customers at all times. Customers need precise details and advice to help them understand before and after purchasing the products. Making customers happy is an achievement not only for the agents but also for the company.

No doubt Filipino customer service has strong communication skills due to their culture and recognition of English as one of their primary languages. There customers will understand them better because of their ability to blend in with the American style. The success of the call center industry in the Philippines is attributed to the great workers. Filipino customer service representatives are trained to be efficient in understanding their customers. The English only policy is very helpful to improve your accent, your intonation and to speak like an American musician. It is no wonder that any call center in the Philippines is improving and providing outstanding service with its clients all over the world. Potential locators who want to invest in the Philippines still believe their business has a future if they partner with Filipinos. Meanwhile, any school institution in the Philippines implements the English policy to boost the international language and help students to overcome the problem of communicating with their friends in English. This is in line with the success of the business process outsourcing (BPO) industry in today’s world, driving the country’s economy.

To date, you realize how good these people are at communicating in English due to their background and the school they come from. In the coming years, the outsourcing industry will provide millions of jobs for all Filipinos, eliminating poverty and other economic crises.