An isolated corner of a former U.S. air base north of Manila is a good place to get a grasp on what's going on. Security is especially tight around two unmarked low-rise buildings. Questions range from simple billing inquiries to more complex technical-support issues. When faced with a particularly knotty problem, AOL staffers log onto online chat rooms to discuss problems directly with customers. All the while, AOL users are oblivious as to where their calls are being answered.
Language is the key.
With English, the Philippines can offer something that countries such as Thailand or Indonesia can't. It's similar in India, where English is the main language of commerce and government and the country is another hub of the borderless service sector. A strong dose of Americana helps in the Philippines as well. These factors have encouraged U.S.- based Andersen Consulting to continue expanding its Philippine operation after it first set up shop in the country shortly after democracy was restored 14 years ago. Much like SPI, Andersen Consulting's offices in the heart of Manila's business district started with simple back-office tasks such as answering calls and providing accounting services for its offices elsewhere around the world.