In today’s competitive business environment, consumers expect companies to provide professional and efficient call center services on a 24/7 basis. A failure to do so can have serious consequences for businesses.
“When it comes to providing professional customer support, however, most companies face a common problem — hiring and managing call center staff in-house is not feasible. Establishing and managing an in-house call center operation requires domain expertise. Recruiting and training new employees, developing professional and effective customer support programs, purchasing and maintaining call center technology— all are expensive, time and labor-intensive,” says Ralf Ellspermann, CEO of PITON-Global, a mid-sized outsourcing provider specializing in award-winning contact center services in the Philippines.
Fortunately, there is an effective and time-tested solution — outsourcing services to a third party. Outsourcing your call center requirements can significantly reduce your company’s workload, enabling you to focus and invest in what matters most — providing your customers with outstanding products and services. The Philippines is ranked as the world’s second-largest BPO and leading contact center outsourcing destination, providing world-class front and back-office support.
Migrating your call center services to the Philippines is an inarguably smart business move for a few reasons. The cost of living is considerably lower in the Philippines than in the United States, and as a result, the cost of skilled labor is considerably lower as well. By outsourcing your company’s customer acquisition, management, and retention requirements to a contact center in the Philippines, instead of choosing an onshore contact center, your business can cut costs by up to 50%. “Lower operating costs allow your business to hire a larger number of agents to provide enhanced support. It furthermore preserves capital and resources for key business areas like product development, advertising, sales, and service delivery,” says Ellspermann.
The Philippines has an outstanding literacy level and as the third-largest English-speaking nation in the world, much of the Philippines’ white-collar workforce has a high level of English proficiency. Compared to other international locations, the Philippines has a strong cultural affinity and deep ties to the United States, including trade partnerships and security agreements. Subsequently, the linguistic capabilities of call center agents in the Philippines go far beyond just speaking English. They speak English with a neutral accent, they are familiar with English social cues, idioms, and tone, all of which contribute to providing customers with smooth, relatable, and natural-sounding voice assistance.
As the second-largest BPO destination in the world, the Philippines’ call center outsourcing industry is well established. Contact centers in the Philippines are industry leaders. Outsourcing providers in the Philippines are equipped with all the technology needed to run a call center and have demonstrated results in helping companies in the United States to quickly scale up their customer support programs. In the Philippines, call centers do not experience the staffing challenges that are common with onshore call center agencies. With a population of over 100 million, recruitment is easier in the Philippines and employee turnover rates are lower. Furthermore, the Philippine government is supportive of the call center outsourcing industry and provides incentives for both employers and employees, making the Philippines a strategic destination for call center services.
Overall, outsourcing your front and back-office requirements to a call center in the Philippines is an excellent business decision, both financially and logistically. In the long term, it will save your company a significant amount of money, time, and resources. “If done right, outsourcing your call center services to the Philippines is a smart business move for any company, regardless of size or industry,” concludes Ellspermann.