Within an increasingly borderless, digital, and uber-competitive marketplace, delivering world-class customer experiences has become especially critical to the sustained success of any business. CX is all about going above and beyond the customer’s expectations to address their needs. Deliver great CX and gain a loyal customer. Fail in this regard, and a company is likely to lose that customer permanently.
“The challenge of delivering this type of high-level service while keeping costs in check, however, can be difficult. With the continued growth and success of customer experience management services in the Philippines, however, it’s become clear that doing both does not have to be mutually exclusive”, says Ralf Ellspermann, CEO of PITON-Global, an award-winning BPO provider in the Philippines.
BPO Philippines: The Customer Experience Outsourcing Capital of the World
What can make outsourcing your CX to the Philippines such a logical decision? For starters, some of the world’s top companies have already done it and reaped the rewards. Global business leaders such as Amazon, Google, AmEx, Disney, and Starbucks have all recognized and bought into the incredible value, service, and results of customer support solutions in the Philippines.
According to Forrester Research, the Philippines is currently the world’s number one offshore location for contact centers. Through capital reinvestments and a highly skilled BPO workforce, the Philippines has excelled in providing world-class customer experience solutions at much higher quality than other well-known outsourcing destinations, such as India and China.
Cost Containment
Businesses are under constant pressure to cut back on costs. Customer service outsourcing is seen as an easy way for companies to become more profitable by offloading the expensive business process to a leading third-party BPO provider, such as PITON-Global in Manila, that specializes in CX solutions. In this regard, companies can outsource their CX requirements to the Philippines for 50% less than their U.S. counterparts.
“Premium BPO providers in the Philippines reinvest capital into the best technology, processes, and training available, eliminating the expense of having to onboard high-quality technology requirements and managing those platforms in-house. The result of this is access to the most current technologies for approximately half the cost. The additional benefit of this is their ability to customize and scale for any organization’s specific needs,” says Ellspermann.
A Quality BPO Workforce
Another factor that makes outsourcing customer service to the Philippines such a reliable choice is its workforce. Filipinos are highly educated and proficient English speakers with considerable knowledge of other cultures. On average, BPO agents in the Philippines are 10% more productive than those in India because they are more proficient in English and understand American culture better. Filipinos speak fluent Tagalog and English, with a growing number of people speaking Mandarin, Cantonese, or Japanese. The Philippines is currently ranked 9th in terms of spoken languages around the world. They also have more than 100 universities and colleges that provide quality education. All of this translates into an excellent customer experience, resulting in satisfied, loyal customers.
In a competitive digital marketplace, demand for support and resolution is placed upon BPOs in the Philippines that specialize in CX. In many countries such as the U.S., it can be prohibitively expensive to meet the 24-hour staffing needs to meet this type of demand. Outsourcing customer experience to the Philippines guarantees that customers’ needs are met however and whenever they need support. And because these BPO vendors specialize in customer support, they can respond to customers’ needs immediately by phone, email, webchat, or even social media, making for a seamless and extraordinary customer experience.
There are many reasons why CX is considered the most important business process among many. A customer’s experience with your company, regardless of how or where it started, will determine whether the relationship continues or ends. Outsourcing CX to a premium BPO in the Philippines can help with cost containment, increased efficiency, but most importantly, by turning customers into raving fans.