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Business-process outsourcing 业务流程外包 At the front of the back office 走在后台服务的前沿 How the Philippines beat India in call centres 菲律宾的呼叫中心是怎样打败印度的 IT S midnight in Manila, and the capital is justwaking up to the start of another working day. Atthe Worldwide Corporate Centre office block,thousands of young Filipinos are crowding into endless open-plan offices. Once seated, theyquickly start answering the questions and calming the frustrations of vexed Americanconsumers beginning their own day on the other side of the Pacific Ocean. 在马尼拉的午夜12点，这座首都城市正慢慢步入第二天工作日。此时世界管理中心的办公大楼里，数千名菲律宾年轻人涌入无数的开放式办公室。一坐下，他们就迅速开始工作，对太平洋彼岸正开始新的一天的愤怒的美国消费者提出的咨询做出回答，并安抚他们的情绪。 These Filipinos are call-centre workers. To outsiders it is hardly a glamorous profession, yetdespite the antisocial hours these men and women have every reason to be as well-motivated and cheerful as they seem. They are well paid and know that they work at theheart of their country s most dynamic industry. 这些菲律宾人都是呼叫中心的员工。在外人看来，这不算是一个光鲜的职业，然而，尽管他们工作时间错乱，这些男男女女也有充分的理由可以像他们看上去的那么积极乐观。因为他们有很好的收入，并且知道他们在自己国家最有活力的行业中心工作。 | 
