It wasn’t until 1992 that the first call center was established in the Philippines, long after the first call centers were set up sometime in the 1960s. However, the call center industry in the Philippines has surely come a long way since then. Today, it has become one of the largest BPO sectors globally, delivering premium contact center solutions to clients worldwide. In fact, many companies prefer Philippines call center outsourcing over hiring onshore contact center companies due to its many advantages. So, if you want professional customer services, outsourcing to a call center in the Philippines may be an intelligent decision.
Why outsource to a call center in the Philippines?
One important reason to outsource to a call center in the Philippines over a United States Call center is price. Engaging a call center in the Philippines is way cheaper than hiring a contact center company in the US. This will help you save a ton of money while still getting professional customer support from trained and expert professionals. Simultaneously, customers also have access to professionals who know how to do their jobs efficiently and deliver desired results. This helps to ensure positive and satisfactory customer engagements, ensuring superior customer experience deliveries in every single customer interaction.
Another great reason to outsource to a contact center in the Philippines is their low overhead expenses. The average cost of running a contact center in the Philippines is much lesser than in the US. Even the other big nations in Europe often have high overhead costs that impact the price of hiring their services. However, the Philippines call center outsourcing services are available for cheap due to multiple factors, including:
- Comparatively cheaper labor (lower salaries)
- Low equipment and setup expenses
- Cheap electricity and internet prices
- Minimal training expenses
- Government grants and tax benefits
As a result, contact center companies can offer much lower prices than call centers in other parts of the globe. This will leave you with more money to invest in other, more important areas of your business. Hence, outsourcing your customer support responsibilities to a contact center in the Philippines gives you the perfect opportunity to employ industry-leading services while still continuing to improve your business operations.
Provide 24X7 customer support to improve agent responses
Your business in the US may or may not be open at all hours to answer customer queries. However, that does not mean that you have the liberty to operate customer support only during your business hours. The modern customer expects their service providers to be available for them at all hours. Regardless of the hour on the clock, customers demand to have their queries answered by a United States Call center. This helps them to get their issues resolved promptly while also improving their experiences with their chosen brands.
Contact centers in the Philippines realize this and have 24X7 operating models to have representatives available round the clock. As an off-shore contact center, the Philippines BPO company will be able to transcend time zones and take over the entire customer communication workload. This will help you be available to your customers at all times, giving them immediate assistance and prompt resolutions. At the same time, it will also help your customers feel valued and increase their loyalty to your company.
Important aspects to consider when outsourcing to a call center in the Philippines
Philippines call center outsourcing can be extremely rewarding to your business and help you deliver highly satisfying customer experiences. However, you need to do it rightly in order to maximize the benefits and extract the best out of it. Below are some important considerations you must make when outsourcing your customer support to a contact center in the Philippines.
- Provide adequate company information and product knowledge to the customer support representatives before deploying them. Being off-shore agents, they may not be well-educated on the company policies or your products and service offerings. Hence, you must provide these agents with adequate training and empower them with every tool that will help them deliver competent customer services.
- Ensure that the Philippines call center has adequate quality monitoring tools in place. As an off-shore client, you may not have a complete overview of the customer support operations. With a United States Call center, you may be able to pop by anytime you want to verify quality protocols. This, however, may not be possible with an off-shore call center in the Philippines. But, if the call center has adequate quality monitoring metrics, you will be able to review communication quality constantly. You will also be able to make modifications whenever necessary and ensure consistently superior customer service delivery.
Now that you are aware of the benefits of hiring a Philippines call center and the important considerations to make, it’s time to get to it. Draw up a list of all your business requirements and the areas that need strengthening with professional BPO services. This will help you identify the ideal contact center company to hire for your customer support. Eventually, you will be able to hire the best contact center in the Philippines and make your investments worthwhile.