Filipino agents play a crucial role in the success of outsourced customer support operations. PHOTO BY PITON-GLOBAL
OVER the last two decades, the global e-commerce industry has seen an upsurge in customer support outsourcing to the Philippines. An increasing number of leading online retailers such as Amazon and Alibaba.com are choosing to migrate their front- and back-office processes to contact centers in the country. This trend can be attributed to a variety of factors, including cost-effectiveness, highly skilled workforce, and cultural affinity to the West.