Working with a call center in the Philippines has a lot of advantages. Businesses rely on call centers to improve the lead generation process, handle customer service calls and retain customers.
If you want your business to have a 90% inbound conversion rate or a 25% save rate, working with a Philippines call center is your first step to success.
10 Top Advantages of Working with a Call Center in Philippines
Call centers offer many advantages to businesses, small and large, to help them improve customer experience as they grow. One of the main benefits of working with an established call center is the cost savings that a business will realize in many ways.
1. Cost Savings
Running an in-house call center is expensive. Switching to a reputable call center overseas can help save your business as much as 60% on costs alone. You’ll spend less to maintain the same great service that you’re accustomed to with your in-house team.
But you can also save costs in other ways:
- You convert leads at a higher rate, leading to better ROI
- Call center professionals can reduce cancellation rates by as much as 25%
When you work with a full-service call center, you can save a lot of money on direct employment costs and lost sales. In-house centers also require a lot of startup costs, such as:
- Renting office space
- Buying equipment
- Purchasing furniture
- Training your employees
- HR costs
- Benefits
If you want to maintain a strict budget and build your business, it makes financial sense to outsource your call center needs. You’ll also find that customer experience increases thanks to the rigorous training that these employees undergo.
2. Better Customer Experience
Customer experience is one of the most important areas of your business that you need to invest in. If you fail to focus on experience, you’ll have difficulty:
- Maintaining a loyal customer base
- Growing your customers
- Landing good customer reviews
A call center in the Philippines should have a dedicated team that will handle all of your customer contact points. For example, these teams can help with your customer support on all channels, including:
- Direct phone calls
- Etc.
Customers want you to show pride in your business, help them with any pain points that they have and ensure that they have the best experience possible. If you can’t keep up with support tickets, emails or calls, it will cause you to lose customers.
A staggering 73% of customers agree that brand loyalties are linked to a good experience. If you focus on offering this experience, you’ll also benefit in a few other ways:
- 5 times higher chance of the customer will purchase from you in the future when they have a good experience
- 4 times more likely to refer a friend or family member to you
When your business grows or contracts, working with a call center that can scale to meet your needs will set your business up for future success.
3. Quality Service Delivery
Quality service is important for your business. Philippine call centers are some of the best trained in the world, offering:
- A very high level of English fluency (more on this shortly)
- A young workforce that is easy to scale to your business’s needs
- Strong sense of security
You can offer 24/7 customer support for a lower cost and better meet the needs of your customers at the same time. Add in state-of-the-art training, and it’s easier to scale your business with tight controls on quality than it is in-house.
At a time when customers are demanding high-quality service delivery, it’s more important than ever before to focus on quality service delivery.
4. English Fluency
English fluency is one of the most important areas of customer service in English-speaking countries. More than half (61%) of customers will switch brands when they do not have a good customer experience.
Call centers in the Philippines know that agents must speak the person’s language – English or otherwise.
When agents speak the language of your customers, they can:
- Empathize with them on concerns and issues that they have
- Explain solutions or close deals at a higher rate
- Reduce customer friction and frustration
Customers quickly become agitated when they have an issue with a product or service that they cannot rectify easily. If you work with a call center that has agents with a high level of English fluency, you’ll immediately improve customer experience.
5. Strong Security Regulations
The Philippines government has been incredibly supportive of the BPO industry and has implemented measures to ensure the industry can grow and thrive. Data security regulations have been a top priority for the government, as businesses share confidential data in the BPO industry.
In 2012, the government passed the Data Privacy Act, which ensures privacy standards in the country meet international standards. There are now strict regulations in place that protect confidential data, giving businesses peace of mind that their data and privacy are protected.
6. Young, Vibrant Workforce
The Philippine workforce is young and vibrant, with millions of workers between the ages of 18 and 30 years old. In fact, the Philippines has one of the largest young workforces in Asia and the world.
Because the workforce is young, they have grown up in a world of technology and understand how to leverage these solutions to streamline business processes.
Many of the young call center agents in the Philippines also have access to top-level training that prepares them for the BPO industry and ensures they have the right skill set to succeed.
One big advantage of having access to a young workforce is that they can easily adapt to technological changes.
7. Familiar with Western Culture
When working with a call center, it’s important to ensure that the center’s agents understand where your customers are coming from and can relate to them on a more personal level.
Filippino call center workers are immersed in Western culture in their daily lives, from TV shows to music and technology. Philippine culture is greatly influenced by Western influence, which makes it easier for call center agents to connect with your customers.
Additionally, these workers speak the language of your customers.
When you add familiarity with Western culture and English fluency together, you have a workforce that:
- Speaks to your customers with an in-depth understanding of the issues they face and what is culturally important to them
- Works to find the best solutions for your customers
Of course, being familiar with a culture is only part of the reason that call centers help businesses find success. The agents that work with you also have a high education level, government support and can help you reduce legal liability risks.
8. Government Support
Another big advantage of working with a call center in the Philippines is that the government offers a high level of support for outsourcing.
Call centers can take advantage of tax incentives and educational programs. The government has recognized the potential of the BPO industry and has developed policies and infrastructure to encourage development.
In fact, the government has partnered with universities to develop a BPO-specific curriculum and has created the Technical Education and Skills Development Authority (TESDA) to help fund training centers for call centers.
The Philippines government has a vested interest in ensuring the BPO industry succeeds. With so many government initiatives and support, call centers in the Philippines are well-equipped to train staff and stay in business.
9. High Education Level
Call center workers in the Philippines have a high education level. In fact, the average Filipino has at least a high school diploma and some college.
An educated workforce will deliver quality service to customers and will be knowledgeable in your industry.
Filipino call center workers are also tech-savvy and are quick to adapt to new processes and systems.
10. Reduce Legal Liability Risks
When you work with a call center in Philippines, you also have the advantage of reduced legal liability risks. Here at Loop, we are PCIDSS-certified and compliant with:
We are also certified by the FTC (Federal Trade Commission), the American Chamber of Commerce of the Philippines, and the IT & Business Process Association Philippines.
Compliance and certifications such as these give you peace of mind that your legal liability risks are minimized. Since the call center handles all of these legal compliances, you do not need to have in-house staff or legal experts monitor changes to compliance for you. Instead, the call center will monitor changes to these lists or Acts and ensure that they adhere to them.
Final Thoughts
There are many advantages to working with a call center in the Philippines, from high-quality service to reduced legal liability and a knowledgeable workforce. Cost savings, high English fluency and government support are just a few of the many other reasons to outsource to a call center in the Philippines.
