As the business world becomes more connected thanks to the internet, many companies are now serving a global market. To keep customers happy and ensure that their needs are met satisfactorily, efficient customer service is key. Call centers are at the heart of this quest by businesses to provide excellent customer support and marketing services.
Philippines call centers have been helping businesses in the US, Canada, UK, and Australia attend to their customer needs for over 30 years. If you have been wondering why many businesses, new and old, prefer working with Philippines companies like Loop Contact Solutions, read on. This blog post will highlight the advantages of outsourcing call center needs to the Philippines.
Outsourcing Your Call Center Needs: Advantages of Working with Philippines Companies
- English Proficiency
- Cost Efficiency
- Proven Industry Track Record
- Government Support
- Cultural Fit
- Young and Vibrant Demographic
- Scalability and Flexibility
- 24/7 Availability
- Vast Business Services Catalog
- Advanced Technology
Closing Thoughts
1. English Proficiency
The official languages of the Philippines are Filipino and English. The
English language is taught to school-going children from elementary school,
which ensures that, as they grow into adults, Filipinos can speak English
fluently without any discernible accent.
When it comes to serving your customers in English-speaking markets such as the
US, UK, Canada, and Australia, Philippines call center agents can converse with
customers with ease. English proficiency allows them to understand the
customers’ problems and respond in a language they understand to ensure a quick
resolution and an enhanced experience using your company’s products and
services.
2. Cost Efficiency
On average, the annual call center agent salary is
$3,300-$5,200.
Compared to the US average of
$34,000-$44,000,
working with Philippines call centers is a more cost-efficient option. Your
business can keep operation costs lower when working with a Filipino call center
and improve profitability over the long run.
It is also worth noting that Philippines businesses have lower overhead costs
compared to US businesses. This lower overhead cost translates into the pricing
that Philippines call centers quote to US companies outsourcing call center
services to the country.
3. Proven Industry Track Record
While many countries are just waking up to the opportunity the call center
and business process outsourcing industries offer, the Philippines has been
operating in this niche for over three decades. The first call center was set up
in the country in the early 1990s, and the industry continues to be vibrant to
this day.
Owing to its long-established history in the BPO industry, the Philippines is a
pioneer of most of the technology and practices that are today borrowed by other
countries looking to develop the BPO industries in their economies.
Philippines call centers have served some of the best companies in the world,
helping them to realize immense growth in revenue and customer base while
maintaining stellar customer service levels.
4. Government Support
In many countries around the world, the BPO industry is left to operate
without any government support. This approach to running call centers and other
associated business service provision centers sees their BPO industry become
volatile and not sustainable in the long run.
However, that is not the case with the BPO industry in the Philippines, where
the government offers unlimited support to entrepreneurs establishing call
centers. The Filipino government has over the years developed and implemented
policies that ensure BPOs can thrive in the country.
Some of these policies include tax breaks for new businesses setting up shop in
the country, a feature that also contributes to these BPOs charging lower prices
than similar service providers in other countries. The Philippines government has
also invested heavily in infrastructure development, including ensuring
high-speed internet that facilitates remote working.
The government also supports the industry through workforce training programs
that equip Filipinos with digital and communication skills, making them skilled
call center agents.
5. Cultural Fit
Philippines call center agents are a perfect cultural fit for many overseas
businesses looking to hire professional and courteous customer support
representatives. The world over, Filipinos are known for their hospitality and
exceptional customer service skills. The culture emphasizes kindness, hard work,
and dedication as pillars of success in any endeavor, and it shows in their
customer care agents.
As good-natured people, Filipino call center agents are patient and
understanding. This feature makes them calm when dealing with customers,
allowing them to de-escalate issues professionally and ensure your customers are
served well.
6. Young and Vibrant Demographic
The Philippines has a young and vibrant demographic with a median age of
25.0 years.
With a total population of over 100 million people, the country has a bountiful
supply of labor, supplementing the industries in the country, including business
process outsourcing.
As of 2023, the BPO industry employs more than 1.3 million people, with more
employees joining the workforce each year. When you outsource your call center
needs to the Philippines, you are guaranteed a stable supply of labor that will
ensure your business runs without any disruptions.
The young population of the Philippines is also teachable, which ensures the BPO
companies hiring them can continually equip them with the latest communication
skills needed to excel in the call center agent roles they are serving.
7. Scalability and Flexibility
Philippines call centers are suited for businesses looking for scalability and
flexibility when they outsource call center services overseas. Having numerous
call centers in the country ensures that you can access a call center with a
flexible pricing plan suited to your specific business needs. There are call
centers that charge per hour, per number of calls, or even monthly, depending on
what you need.
Scaling is also simpler with a Philippines call center. As your business grows,
the abundant supply of skilled customer care agents in the country ensures you
can expand the remote customer service team to serve the needs of your customers
to the letter.
Filipino call centers also have enough room to accommodate shifts in the
business landscape. You can get tailored call center services during the various
seasons of the year when your business is at its peak and off-peak seasons.
8. 24/7 Availability
The Philippines is located in the GMT +8 time zone, which gives it a superior
advantage when it comes to communication with the rest of the world. The work
ethic of Filipinos also drives them to work around the clock in different
shifts, ensuring that your business always has call center agents available to
address the needs of your customers worldwide.
24/7 availability is essential for call centers in this connected age of social
media. Outsourcing your call center needs to a Philippines company guarantees
that the response time for customers is maintained at an exceptional level that
ensures maximum satisfaction and helps to enhance customer loyalty to your
brand.
This availability also means that whenever your team needs to contact the call
center to walk through business goals, it always has access to a representative.
9. Vast Business Services Catalog
Philippines call centers are versatile and offer a full suite of business
services, ensuring that your business can get all it needs under one roof.
Whether you are looking for customer service representatives to help address
customer inquiries or need a team to help upsell and convert customers, you can
find a Philippine call center to help you achieve this objective.
BPO companies for call center outsourcing Philippines like Loop Contact
Solutions, will lend your business a listening ear and carefully draft a plan to
help realize the vision you have for your venture and its customers. You can
also recommend additional services that you need, and they will consider adding
them to their catalog.
10. Advanced Technology
Offering exceptional customer care services in the business world today
hinges on having the latest technology to help you address the dynamic customer
needs that arise. For many businesses, equipping an in-house customer care team
with this technology comes at a steep price that balloons over time as the
business updates this equipment and software.
One advantage of working with Philippines call centers is that they are fully
equipped with the latest technology and continually train their employees on how
to use it to provide the best customer support to their customers. Outsourcing
services to such a business saves your business the stress and cost of buying
and installing these technologies and training employees to use them.
Closing Thoughts
The importance of exceptional customer service cannot be understated.
Businesses looking to gain an edge in their niches need to prioritize good
customer support, as it is essential to nurturing customer loyalty, collecting
customer feedback, and growing revenue. Having a reliable call center service
that you can outsource your needs to ensures that your business runs this wing
of the company on autopilot and only focuses on value-creating activities.
Philippines call centers provide best-in-class customer service that will help
spur your business’s growth. Loop Contact Solutions is one such company that
ensures your customers have uninterrupted customer support 24/7. Our agents are
courteous, professional, and highly skilled in their fields, ensuring that your
business has an offshore team that lives and works by your in-house company
policies and embodies your vision and mission.
