Contact center outsourcing Philippines: An astute business move
The world of business grows increasingly competitive every day. That was true before the COVID-19 pandemic started, and it remains true today.
“Inflation is rapidly driving up costs while Americans are opting to stay out of the workforce at a level never seen before. Worst of all, these struggles might be just the beginning. The near-term future of the world is uncertain right now, and uncertainty is rarely good for commerce,” says Ralf Ellspermann, CEO of PITON-Global, a leading contact center outsourcing provider in the Philippines.
As businesses try to find ways to stay in the fight, every potential competitive edge is essential for success. No detail is too small to tend to. However, business owners don’t have to try to do it all themselves. While most core business concerns will need direct oversight, some of the more peripheral functions can be handled by BPOs in the Philippines.
Specifically, contact center operation can be outsourced. A contact center outsourcing provider in the Philippines can fulfill this function more affordably but also more effectively. It’s rare that one can get things done better at a lower rate, but this is an exception.
“Customer service matters. Sometimes, it matters a lot. It’s just not a niche that some people are passionate about. It’s not the kind of thing that heady entrepreneurs tend to visualize as they strike out to build their business. Good customer service can improve customer experience and boost revenue through increased sales and customer loyalty. All these facts are truer today than ever before,” explains Ellspermann
In today’s world, people frequently end a transaction feeling anonymous and invisible. When we’re confused or frustrated with a product or service, we increasingly find ourselves dealing with chatbots and message boards. This situation exists because so many businesses have opted for the seemingly easier alternative of digital automation. A commercial landscape full of faceless, cold, dehumanizing robot responders has come of that.
That, however, is an opportunity for those businesses that can see it. People in the modern world want real, human interaction. They want the validation of being heard. They want to be able to discuss their problems in all their uniqueness and complexity. According to Ellspermann, “Businesses have a real opportunity to stand out from the pack by providing top-notch customer support. The problem, of course, is that top-notch customer service comes at a price. That price can be mitigated with call center outsourcing to the Philippines.”
The United States has one of the highest corporate income tax rates in the world, making it one of the most expensive labor markets. The Philippines has no such problem. Additionally, the hard fact is that many Americans today see themselves as being “too good” for customer service jobs, at least in the long term. Again, this is not an issue in the Philippines, where people are generally more grateful for their opportunities. “A grateful employee is an effective and dedicated employee,” says Ellspermann.
Otherwise, though, the Philippines is very similar to the United States in culture. This cultural familiarity is a huge benefit for contact center outsourcing to the Philippines because Filipinos understand and can create a rapport with American callers, which is essential not only for effectiveness but also for providing that all-important human touch.
Call centers in the Philippines are well established and professional. Consider some of these facts: The Philippines has been dubbed the call center outsourcing capital of the world after providing excellence in the field for over 20 years.
The BPO industry in the country generates $28 billion annually, accounting for eight percent of the nation’s GDP. On top of that, it employs more than a million Filipinos in contact centers. This is not surprising, as business processes in the Philippines are largely patterned after those found in the United States, so there’s no acclimation period necessary when businesses start outsourcing their call centers.
“When you outsource contact center requirements to the Philippines, you plug into a well-established business network specializing in customer acquisition, management, and retention for over two decades. You are also working with an agent population well accustomed to dealing seamlessly with American businesses,” says Ellspermann.
Consider some of these facts: Philippine contact centers use the latest technologies and processes because this sector is a prized specialty for the nation. Call centers in the Philippines have been shown to lower operating costs by 30 to 50 percent for US corporate clients. Filipino agents are highly skilled at their jobs and highly proficient in English. Because of the reduced costs, companies can now afford to offer 24/7 omnichannel support to their customers. By outsourcing to the Philippines, they can quickly scale support programs up or down depending on their flow of business. BPO allows companies to focus on their core competencies.
When it comes down to it, outsourcing to contact centers in the Philippines can boost your bottom line by improving operating efficiency, increasing competitiveness, and enhancing the customer experience with highly trained, skilled, and motivated Filipino agents.
“A good contact center can enhance your customers’ experiences and cultivate brand loyalty. An outsourced contact center in the Philippines can do all that at a much lower rate and more effectively than anywhere in the US,” concludes Ellspermann.
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