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The English Only Policy in the Philippines Call Center

Working in a call center in the Philippines is extraordinary because of the strict English-only policy that is replicated throughout the company’s workforce. The company implemented this policy to further improve the English communication skills of its employees.

Call center agents are required to speak an international language while on company premises. Employees are prohibited from speaking in their native dialect, especially during calls and when staying within the company. The English-only policy was created so as not to undermine the national language of the Philippines. Call center employees must understand that they are working in a highly regulated environment in response to the high demand in the evolving business process outsourcing industry. Any agent caught speaking Tagalog is subject to a verbal and written warning. Only English policy is often misunderstood, it is said that it is a violation.

Call center employees are trained to work effectively with their customers. This policy will give them a skillful understanding of how to apply American culture in a unique work environment. Whether you like it or not, agents are always advised to speak English, because speaking English does not mean replacing or degrading your native language. A company’s success also depends on how effective agents are in supporting customer inquiries. Often, customers complain about the language barrier and the agents’ accent. If an agent fails to satisfy their customers, it can affect the reputation of the company. American consumers like to criticize the quality and performance of products, including criticizing a company’s customer support service. If the support center is not effective, the result of customer satisfaction is failure.

If you try to analyze, the source of the problem lies in a very simple language barrier that is not immediately resolved. This won’t happen if agents are properly trained on product information. Product information will act as a guide and window of opportunity for agents to help their valued customers at all times. Clear details and advice are needed to help customers understand the products before and after they buy them. Delighting customers is not only the agents’ success, but also the company’s success.

There is no doubt that the Philippines has strong communication skills due to their customer service culture and recognition of English as one of their primary languages. There customers will understand them better because they have the ability to blend in the American way. The success of the call center industry in the Philippines is attributed to great employees. Filipino customer service representatives are trained to be efficient in understanding their customers. The English-only policy is very helpful in improving their accent, intonation, and speaking like in American music. It is no wonder that any call center in the Philippines is improving and providing superior service to its customers all over the world. Prospective locators looking to invest in the Philippines continue to believe that their businesses will thrive if they partner with Filipinos. At the same time, any school institution in the Philippines implements an English language policy to promote international language and overcome the problem for students to communicate with their friends in English. This is consistent with the success of the business process outsourcing (BPO) industry that powers the country’s economy around the world today.

To this day, you see how well these people communicate in English because of their training background and the school institution they come from. In the coming years, the outsourcing industry will provide millions of jobs to every Filipino, eliminating poverty and other economic crisis.

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