Philippine Call Centers for Arabic Speaking Markets
MSU, in partnership with a large international call center infrastructure provider, is studying options to setup call centers in Mindanao that are targeted to serve Arabic-speaking Middle Eastern countries. There have been a lot of talk about this in the past few years. It is nice to see that some progress is being made.
THE MINDANAO State University (MSU) has signed a deal with an international call center solutions provider to establish call centers that will serve Arabic-speaking markets in the Middle East. Under the agreement, two 25-seat call center facilities will be established in Marawi City to train and employ Arabic-speaking call center agents in the Muslim region of Mindanao.
Five9s is a call center infrastructure provider and not necessary a call center solutions provider. This entire project will require a significant amount of marketing effort on the Philippine side to get enough business to sustain this endeavor. However, the call center market in the Middle East is probably largely unserved. Language limitations prevent it from being effectively outsourced. Therefore, most of their requirements are fulfilled internally. However, it should be interesting to see how this would effect the current employment dynamics. Some of the people they (Middle Eastern countries) normally take in as OFWs to work in their existing call centers now have the option to work in their home country. This can help minimize displacement. This also makes sense since Muslim children are already thought some Arabic as part of their religious eduction. This might not be enough in most cases, but, with a little training it can go a long way to beef up these skills. It maybe a small start but is a good start none the less.
Note: With the introduction of the Madarash program for selected public schools in Metro Manila, it should be possible to do the same here. Again, there are obvious benefits of putting the center in Mindanao such as bigger agent base, cultural compatibility, and greater socio-economic impact. Maybe the larger players in Metro Manila can study the feasibility of making Middle Eastern offerings too?
February 2nd, 2007 at 11:05 pm
I think its only logical for the Philippines to be a prime source of outsourced talent for Middle Eastern countries. Wherever we can find advantages that other countries do not have, I think we should seize and exploit them.