How strong English-speaking skills support P2 trillion Philippine ITBPM industry, livelihoods of over 1.8 million Filipinos 

What started as a job alternative soon turned into his lifeline—customer service.

Enrico (not his real name) works full-time as a customer service agent at the Pasig branch of a Japanese electronics multinational corporation (MNC). 

He graduated in 2021—in the middle of the pandemic—with an engineering degree from a good school. When he and his girlfriend had an unexpected baby, he was "forced" to take on a customer service job as there were no entry-level roles for engineers that could cover the expenses associated with a new child.

Now, three years into this role, he has come to like it. 

"I am grateful for this job,” Enrico said. “It really helped us survive the last few years. Despite my engineering degree, it was my love for reading and good TV shows that provided me with good English language skills. It helped me pass the Versant English language test that helped me land the job. I just needed to do more training to make my pronunciation better."

Enrico's story is not unique in the thriving landscape of the Philippine IT Business Process Management (ITBPM) industry. This sector, which includes Business Process Outsourcing (BPO), is valued at over P2 trillion and employs nearly two million people—solidifying the Philippines' position as a premier outsourcing destination. 

The industry's rapid growth can largely be attributed to the exceptional English proficiency of its workforce, a crucial skill for connecting with global clients.

Jack Madrid, CEO of the IT and Business Process Association of the Philippines (IBPAP), emphasized the importance of these skills: "We wouldn't have 1.8 million employees if we didn't have the skill set, the competence, the domain skills, as well as all the other qualitative skills, especially communication. We are also adaptable, resilient, and empathetic—most probably a reason why customers want a Filipino to resolve their issue."

English proficiency is more than just a professional asset; it's a lifeline for many Filipinos like Enrico, who have turned to the BPO industry for stable employment amid economic challenges. The ability to communicate effectively in English opens doors to opportunities and enables them to support their families and pursue personal goals.

Facing challenges due to language differences

However, mastering the language is not without its challenges. V. Emmanuel Mulles, a former US telecom company senior team manager of agents handling customers, noted that "many Filipinos are conversant in English, but they either have thick American accents copied from TV shows, or English with a hint of their Visayan, Ilocano, or other regional roots. 

“This isn’t necessarily a bad thing, but speaking from 20-plus years of experience, a neutral accent is better when you're a call agent. For one, it sounds more professional, avoids any communication biases, and is more respectful of different cultures. Customers tend to understand us better, too, as we enunciate more clearly," he added. 

A relatively neutral accent is indeed a perceived advantage, according to Madrid, “especially to our North American customers.”

Tech-driven solutions are key

To address proficiency challenges, the industry has increasingly adopted advanced language assessment tools, particularly those that leverage AI technology, such as Versant by Pearson. 

Trusted by major corporations such as American Express, Hilton, and KPMG, among others, Versant by Pearson offers an efficient, comprehensive, and cost-effective solution for English language training, testing, and hiring.

The success of the ITBPM industry in the Philippines is a testament to the resilience and adaptability of its workforce. Agents like Enrico navigate not only the pressures of their jobs but also the complexities of improving their language skills in a globalized world. 

As the sector further expands into global capability center (GCC) services like coding, animation, illustration, analytics, AI engineering, consulting and medical staff management, the focus on enhancing English proficiency remains paramount. It's no longer just about landing a job. It's about building a career and ensuring effective communication with clients and colleagues from different cultural backgrounds. 

The industry's efforts to provide continuous training and use advanced assessment tools like Versant by Pearson’s Integrated Talent Solutions and Pearson’s Total Language Solutions are vital in maintaining its competitive edge on the global stage.

Enrico’s story is one of perseverance, adaptability, and the pursuit of excellence. The ITBPM industry's investment in English proficiency training ensures that Filipino agents can meet the demands of a dynamic, interconnected world. 

As Enrico and countless others continue to hone their skills, they not only play a vital role in their industry's success but also pave the way for a brighter future for themselves and their families. 

For more information, visit Versant by Pearson APAC.

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Editor's note: This article was provided by Versant by Pearson APAC.