Dumaguete: Ideal for BPO & Contact Center Outsourcing

Dumaguete, Ho!

Dumaguete is known for several iconic landmarks. One is the watchtower used to scan the horizon for pirates who frequently raided south Negros. Derived from the Visayan word “dumaguet” translated as “to swoop,” the city’s name references those occasional assaults.

Silliman University’s eponymous Silliman Hall is another distinctive structure. The University, founded in 1901 and the first American college in Asia, established Dumaguete City as the university town it remains today. With four universities and a dozen colleges graduating plenty of ready, energetic talent; Dumaguete is an excellent place for business process outsourcing.

Atelier Lumikha’s offices sit along the city’s most prominent landmark, a boulevard facing the Bohol Sea. From our vantage point, you can see the south end of Cebu, Bohol in the distance, and Siquijor Island.

The Philippines – Preferred Outsourcing Destination

The recent evolution of outsourcing is the story of the Philippines’ BPO expansion: multi-channel support for chat and social media; advances into knowledge process outsourcing; competitive marketplaces; and the dominance of call center services delivered from the Philippines.

It’s no secret that the Philippines is the leading choice for offshore outsourcing. Filipinos speak English exceedingly well. According to Forbes, “[English proficiency] is partially why the Philippines has taken over India as a hub for call centers. Their English is better. The islands attained a score above 7 (according to a business English survey released this week by the GlobalEnglish Corporation), putting them within range of a high proficiency that indicates an ability to lead business discussions and perform complex tasks.”

People, People, People

The Philippines’ advantages start with extensive university and vocational school support, reasonably robust and easily available infrastructure, as well as constructive government engagement. Where the Philippines shines is with widely available, sticky talent. 400,000+ newly minted professionals graduate each a year. Once in the workforce, Filipinos tend to remain with the same company for a relatively long time; averaging two and half years versus their counterparts’ tenure, a paltry eight-nine months.

Attuned to American Culture

The phrase, 400 Years in the Convent and 50 Years in Hollywood, neatly summarizes the historical and cultural oddity that is the Philippines: colonized nominally by Spain, but more accurately the Catholic church and then occupied by the United States. A rising geopolitical power at the turn of the century, America assumed responsibility for three colonial possessions in the aftermath of the Spanish-American War. The Philippines was the most significant of the three due to the Galleon Trade wherein Spain traded gold and silver from the New World for manufactured goods from China.

The 50 years of American colonization was a complex mix of development and repression. Positive results from this period include universal education offered by the Thomasites, a group of 500 intrepid teachers who arrived in Manila August 1, 1901. They developed an American-style public school system using English as the language of instruction. These events had lasting implications.

After the defeat of Japan, America, and the Philippines were bound by the tragedy and devastation of the war with its societal dislocation, economic pillaging, and widespread destruction. During this period, American culture was indelibly stamped on the Philippines and remains present in the cultural fabric.

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