Providing customer service that is customized and responsive to each customer’s needs and preferences is a crucial way to create a positive impression of your business. You can differentiate yourself from your competitors and build long-term loyalty with your customers by being available and helpful when they need you.
However, call center outsourcing is a necessary contemporary solution to stay competitive globally. Outsourcing also provides access to skilled professionals and advanced technology, allowing businesses to focus on core competencies while leaving customer support to trusted partners.
The Philippines is one of the leading destinations that has gained popularity over the last few years for providing impeccable offshore customer service outsourcing. The Philippines is a global leader in the business process outsourcing (BPO) industry, with the call center industry being its most prominent sector. The country accounts for 15% of the global BPO market and employs over 1.7 million people with a wide range of skills.
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According to a leading market research firm, the global contact center market is expected to grow steadily from $339.4 billion in 2020 to $496 billion in 2027, with a compound annual growth rate (CAGR) of 5.2%. The Philippines has emerged as one of the top destinations for contact center outsourcing, with a 30% growth in its call center services in the last decade. This article will explore the reasons and benefits of choosing a contact center in the Philippines as your outsourcing partner.
1. Positive Work Attitude
Filipino call center agents have healthy work traits and skills that enhance productivity and performance. They are customer-centric, as they are culturally and professionally trained to be hospitable and calm with their clients. They are trustworthy, as they learn quickly and listen actively. They can work independently and enthusiastically in any role. They are optimistic, with a positive outlook and attitude that improves customer relations and teamwork. They are resourceful, driven, and passionate to provide for their families. They can solve challenging tasks with creativity and initiative.
2. Compatible Work Culture
The Philippines has a strong cultural affinity with the U.S. and other English-speaking countries, which makes it a thriving destination for outsourcing call center services. Filipinos can relate to the values and expectations of these customers, such as respect for elders, family ties, holiday celebrations, and religious practices. Filipinos can also talk with these customers on various topics, giving them an advantage over other outsourcing providers. The cultural similarities between the Philippines and the U.S. stem from the historical influence of the American colonization, which introduced American lifestyles, food, education, government, and legal systems to the country. In most sectors, the contact center in the Philippines also uses English as the main language of instruction, communication, and documentation.
3. Competent English-Speaking Agents
English is a widely used and taught language in the Philippines, which makes it an attractive destination for outsourcing call center services. Millions of Filipinos can speak English fluently and clearly, thanks to their formal education and exposure to the language. The Philippines ranks high among the English-proficient countries in the world, second only to Singapore in the Asia-Pacific region and comparable to some European countries. Many Filipino call center agents have a neutral accent that is easy for English-speaking customers to understand. They can handle transactions, orders, and issues with customers from the U.S., Australia, Canada, and other countries without language barriers. English proficiency is also valuable for BPO providers offering back-office outsourcing services.
4. Cost-Efficient Services
Running an in-house call center can be very expensive. You have to deal with high set-up costs, infrastructure, technology upgrades, hiring, and training, which will increase your overall operational costs. You can avoid these hassles by outsourcing your customer service needs to a Philippines call center that can handle everything for you. The outsourced partner will also manage all the call center operations for your business, including hiring, onboarding, and training of recruits. Outsourcing work to the Philippines can help you save a lot of money, as much as 50% to 60%, because of the relatively lower living standards.
5. 24×7 Customer Service
Operating an in-house call center restricts customer service availability to specific time zones. For example, if your business operates in the U.S., you can only serve customers within a similar time zone. It would help if you outsourced your operations to a contact center in the Philippines to overcome these restrictions. Due to their large workforce, they can efficiently handle your entire workload and provide round-the-clock customer support, ensuring 24×7 assistance for your customers.
6. Strategic Location
The Philippines has most of its call center in Cebu, a convenient hub for businesses that want to outsource BPO services to other Asian countries. This location allows businesses to grow their regional operations and reach new markets while enjoying the benefits of the Philippines’ favorable business environment.
7. Industry Expertise
Outsourcing customer service to a call center in the Philippines also benefits you from its strong expertise in various industries such as IT, healthcare, e-commerce, and more. The Philippines has become a leader in these industries by investing in proper planning, education, and training. This increases your trust in your outsourced team’s ability to handle different types of customer support. You don’t have to worry about quality issues; your representatives already know how your industry operates.
8. Stable Government Support
The Philippine government supports the BPO industry, particularly call centers, and helps them grow and thrive. The government offers tax incentives and other benefits to outsourcing BPO companies, making them more competitive with local and international call centers. This helps lower the overall cost of outsourcing. The national government’s fiscal and economic policies help maintain economic, political, and business stability.
9. Low-Cost Labor
The Philippines offers labor costs that are much lower than other countries, making it an appealing destination for businesses that want to cut down on overhead costs. This cost-effectiveness allows businesses to provide quality service at a lower cost, giving them a competitive advantage in the market.
10. Advanced Telecommunications Infrastructure
The Philippines has invested a lot in its telecommunications infrastructure, ensuring that contact centers have access to high-speed internet and the latest technology for offering top BPO services. This investment has enabled BPO companies to provide high-quality services, including video conferencing, live chat, and other customer support features.
The Philippines has become one of the most preferred destinations for outsourcing as it offers many favorable factors that are ideal for businesses worldwide. The contact center in the Philippines employs more than 2 million people, contributing to the Philippines’ economy’s significant growth. As a result, this small island nation competes with established global BPO players such as India. It has emerged as a top destination for outsourcing customer support and BPO services, especially in the contact center industry. With a skilled workforce, reduced operational costs, industry knowledge, and a strong focus on customer satisfaction, businesses can benefit greatly from partnering with a top BPO services provider in the Philippines.