2.8 million Americans work in Call Centers in the US mainly because of customers choice, and offshores to India, Pakistan and the Philippines to name a few countries. It also outsources, and crucial to that process is the choice of location, and a popular destination is the Philippines, where the natives speak with an American accent, and have adapted in part to an American way of life.

McKinsey Global Institute estimates that offshoring – outsourcing to companies abroad – will increase by 30% to 40% a year for the next several years. Some 3.3 million U.S. jobs and $136 billion in wages could be exported to China, India, Russia and other nations by 2015. Offshore outsourcing’s economics are simple. Wages may be only a tenth of
U.S. wages and skilled employees abound. University graduates in developing nations embrace call center jobs.

The Philippines attracts large American corporations to it's call centers, where the Filipino excels as being dependable in the cycle of shepherding your customers through the thickets of customer service and into a more secure relationship with your company. Achieving a high quality customer experience is a crucial for any firm considering moving a call center overseas. Operating an effective global call center can help your company reduce costs and improve service, but there is a lot to learn.

One Filipino player is Dolma Interactive Web Services, which trades as CatchFriday.com and offers entry to the outsourcing market for small businesses and sole proprietors.

Training is important and is at the top of our agenda at Catchfriday.com, our operators practice reflective listening and repeat what they hear. Danilo Del Campo, the president of CatchFriday, identify's three concentric circles of wisdom. The core training covers information that call center agents must know from the beginning. The middle layer represents items, such as product features and job rules, which are important, and the final part teaches communication, customer interaction and cultural sensitivity. These soft skills are critical in shaping how clients accept your shift to offshore outsourcing. Call center training methods include classroom teaching, e-learning, side by side coaching and agent-in-training programs where agents learn by doing, according to Granered (2004).