| DESPITE the Philippines is considered as one of the | | | | more investment and support higher growth.” |
| third largest English speaking countries in Asia yet the | | | | Meanwhile, Beau Rudd, chief executive officer of |
| report released by the US State Department, in its | | | | Unique Interaction encourage his call center agents to |
| “2007 Investment Climate Statement” this | | | | always use English as the first language. Mr. Rudd said |
| month cited that the “English language | | | | that there are so many big call centers in the |
| proficiency, while still better than in other Southeast | | | | Philippines and they have a strict policy about English |
| Asian nations, is declining in the Philippines.” | | | | only when you come into the office. |
| This report is a ticking bomb that caused alarm to the | | | | “I have been trying to figure it out for a long time |
| Philippine Government, the business sectors and | | | | and the only reason I thought it was for is because the |
| especially the business process outsourcing (BPO) | | | | customer might hear Tagalog in the background. The |
| companies, which serves as a foundation of call | | | | reason these company have put this in place is |
| centers in the Philippines. | | | | because of this, when you are always taking in English |
| “High levels of corruption, ongoing efforts to | | | | you will always think in English,” he stressed. |
| reform the judicial system, weak but improving | | | | It sounds funny but all Filipinos may speak good English |
| protection of intellectual property rights, the slow pace | | | | but they are converting it in the mind from Tagalog and |
| of energy sector reform and privatization, the need for | | | | the problem with them is Tagalog is all backwards, he |
| further fiscal reforms to boost depressed spending | | | | added. |
| levels for infrastructure and social services, and political | | | | In a call center in the Philippines, it employed about |
| uncertainties combined to dampen investor | | | | 200,000 call center representatives working in different |
| interest,” are the major considerations highlighted | | | | companies. This is according to one of the executives |
| by the US Government on basing their statement. | | | | in a call center in the Philippines reported during the |
| I learned that various sectors put the pressure to | | | | Contact Center Association of the Philippines (CCAP) |
| President Gloria Macapagal-Arroyo on how she will | | | | roadmap conference held last July 11 and 12 this year. |
| address the report. She kept on saying that English | | | | Call center managers relayed that this business |
| should use as primary medium of instruction in all | | | | remained to be a sunshine industry and continue to |
| schools nationwide. In fact, Mrs. Arroyo highlighted | | | | grow faster. The CCAP further revealed that the |
| stressed that “knowledge is the greatest creator | | | | industry needs at least 500,000 contact center agent |
| of wealth”. With this development, the President | | | | professionals by 2010, a target the organization has |
| allocated PhP150 billion, which is PhP29 billion increased | | | | come up with after extrapolating its current demand |
| last year in education budget. She stressed that that | | | | but considering the 19-percent yearly attrition. CCAP is |
| almost young Filipino professionals are employed in a | | | | now composed of 34 contact center companies |
| call center in the Philippines and received enjoyable | | | | based in the Philippines. |
| salary package from the different contact centers | | | | This is no joke. Losing employees for call centers will |
| they are working for. She also reported that most | | | | only reflect that we, Filipinos failed to implement the |
| schools in the country have accessed to the Internet | | | | English program policy. Or shall I say, the government is |
| because of the program designed by the Department | | | | incompetent enough to improve the country's learning |
| of Education (DepEd). | | | | English skills. The good focal point, however, that we |
| The report alarmed the business councils both foreign | | | | Filipinos are dedicated to learn this language in order |
| and domestic because it might cause panic to our call | | | | for us to have edge especially when applying for jobs. |
| center industry, which one of the vibrant industries in | | | | Even call center companies expressed their statement |
| the country today. The business council noted that the | | | | that deterioration of English sounds |
| Philippines is the home of the world largest call center | | | | “painful”. These call center leaders blamed |
| companies aside from India, China, Singapore and | | | | the soap operas dubbed in Pilipino, and too much |
| among others. | | | | focusing on cell phone text messaging. The education |
| The US State Department noted that “the | | | | sector blamed the influence of pop culture and the |
| comparative advantages the Philippines once enjoyed | | | | domestic media, where the dominant language is |
| vis-à-vis its neighbors in attracting foreign | | | | Taglish, a combination of Tagalog and English. |
| investment need to be restored in order to attract | | | | |