The Philippines Is New Capital Of Call Centers

According to the New York Times, the Philippines is overtaking India as the primary call center for Americans on the phone with customer service lines. Why the change in where we outsource those jobs? Partly wages, partly utility infrastructure, and partly culture: “It helps that Filipinos learn American English in the first grade, eat hamburgers, follow the N.B.A. and watch the TV show Friends long before they enter a call center. In India, by contrast, public schools introduce British English in the third grade, only the urban elite eat American fast food, cricket is the national pastime and Friends is a teaching aid for Indian call center trainers. English is an official language in both countries.”