Call Center Management in the Philippines Could Be Cutting US Ties

It’s never good to burn bridges, especially when those bridges have a lot to do with the economic health of a particular society. For years, the U.S. has found significant opportunity in the Philippines, with companies creating jobs and strengthening other relations. It appears this wasn’t the path Philippine President Rodrigo Duterte preferred and now call center management in the country is scrambling.

According to this KCCI post, Duterte recently declared a military and economic separation from the U.S., a move that appears to be diplomatically driven. For many who work for U.S. companies, however, they saw it as a threat to their jobs. The U.S. market is responsible for many in call center management and beyond, making a separation policy one that would be difficult to implement and enforce.

Now, a number of individuals in call center management in the Philippines are taking calls from U.S. clients, inquiring about the statements and trying to understand whether or not the game is changing. The outsourcing industry there is expected to employ 1.3 million people by the end of the year, many of whom answer customer service or technical support lines for some of the biggest brands in the U.S.

In fact, some experts project that more than 80 percent of the call center work in the Philippines is done for U.S. clients. Economic growth in the country has been driven to an impressive 6.9 percent. With so much positive movement, the timing of Duterte’s comments is concerning. Individuals working in Manila call centers fear that their jobs could be endangered if the economic and political shift moves from the U.S. to countries like Russia and China.

Still, there are a number of individuals in call center management who are willing to stand by their president. The belief is that Duterte is being strategic, trying to improve ties with countries other than the U.S. For many who rely on U.S. companies to provide work, however, the hope is that other relationships can be built in addition to U.S. relations, and not as replacement. Still others believe it is time for a change of course for the country.

While the number of call center jobs in the Philippines is expected to continue to grow rapidly, there are investors and others who have been rattled by Duterte’s antagonism with the U.S. This shift in relations could affect growth, especially as companies in China and Russia are not taking on comparable roles in services or even manufacturing. Let’s just hope Duterte is not trying to sever ties, but instead diversify relations so as to protect economic opportunities for continued growth.

Edited by Alicia Young