Etelecare’s Unique Marketing Proposition

Being a U.S. outsourced call center in the Philippines, what is Etelecare’s unique marketing proposition to its clients?

It is amazing how call centers in general have suddenly become the trend in Asia most especially here in our country. I have been a satisfied employee of one of these booming call centers in Manila — eTelecare International — from February 12, 2001 up to May 6, 2002. And it was the most fun and fulfilling job I have ever had before I got hired by GSIS.  It continues to amaze me how only 2 years ago, there were only 500 employees in the company and now, it has increased to thousands and still counting! Taking these things into consideration, I would like to have an initial study and further insight with regard to its  marketing proposition, financial sustainability and corporate endurance in case someday, I might find myself  crawling back to the arms of the call center industry, particularly that of eTelecare, the same company I once called my home.

The call center industry has awakened — it seems overnight — to the reality that it’s not just North America in the driver’s seat anymore. Whether because of favorable cost structures or an increasingly global customer base, the fact is that many companies are looking outside the United States, particularly in the Philippines, for help in handling customer interactions and hosting their call center infrastructure. Outsourcers are taking the lead and “offshoring” is helping them provide unparalleled flexibility in ramping up and down programs and handling volume spikes. Many in the US fear offshoring because it is sometimes perceived as part of a contraction of the US call center industry. Let’s take a somewhat different view — the growth of call centers worldwide is a sign of an increasing commitment to customer care, and an inevitable outcome of the use of globe-spanning technologies like IP telephony and advanced call routing. International outsourcing enhances the abilities of American companies to more effectively manage their customer care resources. Whether you are at an American firm facing the question of outsourcing for the first time, or an offshore call center hoping to attract business from North America and Europe, offshoring is the biggest trend to hit call centers in years.  (A special digital supplement from the editors of Call Center Magazine, August 2003).

But why offshore/outsource in the Philippines? What are its advantages against its neighboring countries like China, India, Japan and Singapore? Are these advantages enough to sustain Etelecare’s profitability and growth in our country? And aside from these Philippine advantages, what are its unique marketing propositions to its U.S. clients that make eTelecare the leader in the Philippine Call Center Industry?

This article will tackle these points. It will show (and is limited to) why Philippines has the greatest advantage over all the other prospective Asian countries and using these advantages, what other values does eTelecare offer that make its clients invest in their services.

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