Call Center outsourcing Philippines: Why CX is the key to success
Some of the world’s largest, most successful companies—such as Amazon, Starbucks, and American Express—have been utilizing call center outsourcing providers in the Philippines for two decades. There’s good reason for this; the Philippines is the leading country in the world for contact center outsourcing. The country offers skilled labor, cost savings, and government support. “As outsourcing has evolved, however, the outsourcing model for customer service has changed too. Now the key to success for call center outsourcing is delivering world-class CX (customer experience),” says Ralf Ellspermann, CEO of PITON-Global, a leading mid-sized call center outsourcing provider in the Philippines.
Jeff Bezos, founder and executive chairman of Amazon, has famously shared his belief that a company builds its brand on customer experience. Starbucks is renowned for making customer service a priority; the company even closes all locations early one day a year for mandatory training. American Express has worked to set up a streamlined process for proactive outreach that allows representatives to resolve issues while communicating with customers. To the executives of these highly successful corporations, To the executives of these highly successful corporations, the benefits of great CX are clear.
According to Ellspermann, “Research has shown that 69 percent of consumers will buy more products and services from companies that treat them well, but only 34 percent feel businesses deliver on customer experience consistently. Delivering world-class CX begins with putting the customer first. To accomplish this, businesses need to partner with a call center outsourcing provider in the Philippines that supports this high level of service in every aspect of their operations.”
Ellspermann adds, “Premium call centers in the Philippines are ahead of the curve when it comes to providing outstanding CX, thanks to their longstanding partnerships with some of the world’s leading Fortune 500 companies. They understand the needs of these organizations and their strategic customer-centric business initiatives and have implemented CX solutions to deliver them.”
Offering world-class CX requires a call center outsourcing provider to invest in their human capital. Call center agents need to be highly cross-trained, with the ability to handle multiple streams of communication simultaneously and adapt quickly to all manner of issues that may arise. The Philippines has built an industry around this type of training, making it easy for outsourcing buyers to tap into the country’s highly skilled talent to deliver on their specific requirements.
Call center outsourcing providers in the Philippines also have recognized the importance of migrating their technology to best deliver CX solutions. This includes using artificial intelligence (AI) to support 24/7 customer service and chatbots for efficient self-service solutions. It also entails implementing omnichannel solutions to support customers in the ways they prefer, whether that’s live chat, email, or social media. Additionally, this use of technology helps drive business forward by utilizing analytics to improve KPIs (Key Performance Indicators) and to monitor the performance of different customer channels.
Initially, the Philippines built its reputation for call center outsourcing excellence on providing a talented workforce at extremely attractive costs. Now cost considerations have taken a back seat to delivering excellent CX in terms of importance. The industry has not only adapted to this trend but has embraced it. It’s why the outsourcing business in the Philippines is flourishing—global firms are looking for more than just cost-effective solutions. They’re seeking relationships with partners that focus on CX and can help turn their customers into raving fans.
“Partnering with a call center outsourcing company that is focused on best CX practices will help companies differentiate themselves in a crowded marketplace and will attract new customers. Consumers around the world are already accustomed to the exemplary level of customer service offered by companies like Amazon, Starbucks, and American Express. Providing that same world-class experience is the key to success for call center outsourcing providers in the Philippines today,” explains Ellspermann.
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